Name: Hyatt House Richmond / Short Pump
Address: 11800 W Broad St Ste 1098, Richmond, 23233, US

2/10

Poor

03 Aug 2026

SangJin

Good to stay

10/10

Exceptional

03 Aug 2026

pamela

We had a wonderful stay everything was nice and clean except there was some hair in the shower.
The staff was very friendly
The bed was super comfortable
I loved the view
I loved that the mall was walking distance
I would definitely stay here again.

10/10

Exceptional

02 Aug 2026

Marguerite

We enjoyed our stay at this hotel that is in a great location! Lots of wonderful stores and other amenities nearby.

10/10

Exceptional

02 Aug 2026

Jeff

Clean spacious room, convent to Short Pump Town Center. Would definitely stay again.

8/10

Excellent

02 Aug 2026

Jeff

Decent room. The kitchen was not very clean and had to wipe a few things down before we could use it. The floors were not very clean between the bathroom and the bedroom area. It wasn’t terrible, but it could have and should have been cleaner.

10/10

Exceptional

31 Jul 2026

Julie

Clean and great location

10/10

Exceptional

28 Jul 2026

Gerona

The hotel room was very clean. The bed was very comfortable. It was also spacious. The breakfast was OK. I figured it was gonna be much better than that, but it wasn’t a dealbreaker for me. The most important thing which was the room. I was very impressed with very clean. The gym also was out of order that day. I didn’t ask why but everything was clean. Staff was friendly, quiet very nice. I’ll give it a 9 1/2 out of 10.

10/10

Exceptional

26 Jul 2026

MARCUS

Wonderful stay

10/10

Exceptional

23 Jul 2026

Gregory

Clean, bright, spacious room. The hotel is very close to many restaurants and shops. Staff was friendly and helpful.

Self

10/10

Exceptional

20 Jul 2026

Byron

Clean room and very helpful and kind staff. I will stay again next time I vacation in Richmond, VA.

Friends_and_family Family

10/10

Exceptional

20 Jul 2026

Shaina

We arrived Saturday evening. The lobby was spacious and clean. Front desk staff were very polite and check in was quick. The room was very clean and spacious, bed was extremely soft and comfortable. It’s a few steps away from Short Pump Town Center which was very convenient. Breakfast buffet was nice. Only thing that I didn’t care for was the streaming setup on the TV (Googlecast/Chromecast). It did not connect after several attempts, so we just ended up watching movies on our IPads.

Family_with_children

10/10

Exceptional

19 Jul 2026

DIONETA

Clean facility, employees had excellent customer service. Room was beautiful. The only downside is the AC was loud and the water pressure was low.

Family

10/10

Exceptional

19 Jul 2026

William

Very nice

Family_with_children

10/10

Exceptional

19 Jul 2026

Atlantis

I couldn’t complain about anything at all about this hotel . Even the breakfast was great well stocked and the area was clean at all times . I said in room 418 it was amazing close to the elevator . I went to the funny bone that night so I googled a close hotel to the location you could walk to everything oh I will definitely return .

Partner

10/10

Exceptional

18 Jul 2026

Jasmine

I would definitely recommend this hotel to my friends and family.

Partner

6/10

Pleasant

15 Jul 2026

Crystal

Rooms and property in general was very clean. Breakfast was just ok.

Partner

10/10

Exceptional

12 Jul 2026

Jimmy

The lobby and breakfast Ares

10/10

Exceptional

10 Jul 2026

Tony

was great

Partner

10/10

Exceptional

09 Jul 2026

Tia

Very easy check in. Extremely clean suite. Perfect area with lots to do within a short distance. Will be back!

Partner

10/10

Exceptional

09 Jul 2026

Cecil

The room was well set up with a kitchenette and plenty of room. We liked how the sink was separate from the shower and commode. Very convenient for walking to shops and dining options. Breakfast had lots of choices. The room was very comfortable and quiet. Will definitely stay again when visiting the area.

Partner

10/10

Exceptional

06 Jul 2026

Lina

It was clean and smelled delicious, bed was súper confortable.

Family_with_children

6/10

Pleasant

06 Jul 2026

Ann

This hotel is okay, but the bathroom situation is ridiculous. First of all, it’s a sliding door that doesn’t close. So people in the bedroom hear it all.
Then there’s the shower. The shower head is not centered so the water has to be angled - it’s hard to explain because it’s so weird. The water pressure is minimal at best. And water leaked out of the shower long after the water was turned off.
As for the staff, both people we interacted with at the desk were so unwelcoming. Not a single “Hello” or “how are ya”to be found.

Friends_and_family Family

10/10

Exceptional

05 Jul 2026

Gladys

Kindness of the staff

Family

10/10

Exceptional

03 Jul 2026

Maria

I stay here each summer and it is very clean, very comfortable and extremely convenient to shopping and restaurants. The staff is always helpful with any questions.

2/10

Poor

02 Jul 2026

DANNY

Fire alarm was on whole morning. Unable to work from hotel or sleep. Asked for I hour extension got charged 20 dollors for 23 mins . Other than that wonderful

2/10

Poor

02 Jul 2026

Hongming

I had a very disappointing experience at this hotel.

We booked our stay through Expedia several days in advance, so we expected our reservation to be honored when we arrived. Instead, when we checked in around midnight, we were told that our room had been overbooked. We received no notification from either the hotel or Expedia before arriving. Had we known in advance, we could have made other arrangements instead of finding out after a long day of travel at 12:00 AM.

What made the situation even more frustrating was how it was handled. When we first arrived, the front desk asked for our name and confirmed the room type we had reserved. Only afterward were we told that the room was overbooked. We were not offered an upgrade or any meaningful alternative at the hotel. Instead, we were simply sent to a different hotel.

Unfortunately, the replacement hotel was of a noticeably lower standard and did not feel safe, especially arriving there so late at night. After traveling all day, this was an incredibly stressful and exhausting experience.

I understand that overbooking can sometimes happen, but guests who make reservations several days in advance should not discover this only after arriving at midnight. Whether the responsibility lies with the hotel or the booking system, the way this situation was handled was unacceptable. I would not stay here again and cannot recommend this hotel based on my experience.

2/10

Poor

01 Jul 2026

Stephanie

The front desk staff would definitely benefit from some customer service training. I booked a King Suite through Expedia. When I arrived at the hotel, I went to my room and discovered they had placed me in a two-queen standard room instead. I returned to the front desk, and they responded, \"Oh, well. Expedia pushes rooms to our system without knowing if we have availability or not, and we don't have any suites.”
That was it—no apology, no \"I'm sorry that happened.\" They then added that there was no price difference between the two-queen room and a King Suite. What kind of business prices a standard queen room the same as a King Suite? If that's the case, everyone would want the King Suite, so I guess that's why there wasn't one available for us.
Regardless of their pricing, I did not receive what I had reserved and was rightfully disappointed. It would have been nice if they had asked whether there was some other way they could accommodate my family, rather than simply saying, “I don't know what to tell you… We don’t have any suites, and this is the way it works.”

10/10

Exceptional

29 Jun 2026

Kelly

As always my stay was amazing! Staff very friendly ( front desk and bar especially) and helpful.

Self

10/10

Exceptional

28 Jun 2026

Alphy

Clean room and helpful staff

Family_with_children

10/10

Exceptional

28 Jun 2026

Olivia

Great location; the hotel is connected to a mall with many shopping and dining options in the area. Room was very clean (the hotel appears to have been recently renovated with new amenities!) Overall great experience. The breakfast buffet did not have a large array of options but still tasted good. Staff are very friendly. Would definitely stay here again!

Self

10/10

Exceptional

25 Jun 2026

Kathleen

Great!

10/10

Exceptional

22 Jun 2026

Clarence

Excellent facilities and location.

Self

10/10

Exceptional

21 Jun 2026

Jeremiah

It was amazing everything was great but the tv remote didn't work

Partner

10/10

Exceptional

21 Jun 2026

Darell

The staff were very welcoming and friendly upon arrival. They assisted with an early check-in and provided information about the many activities and areas to visit. The room was extremely clean and well maintained! The housekeeping staff were very kind and helpful as well! Loved our stay here and will definitely return!

Partner

10/10

Exceptional

19 Jun 2026

Sharkeisha

Clean

Friends

8/10

Excellent

18 Jun 2026

Jennifer

Very nice and clean room. Beds were a bit soft but overall good stay.

Family

10/10

Exceptional

16 Jun 2026

Lorenza

The rooms were fresh and clean, staff was very helpful and the atmosphere was great!

Family

10/10

Exceptional

11 Jun 2026

Rosemary

Great staff. Very helpful. Nice accommodations .

10/10

Exceptional

06 Jun 2026

Gabriel

Very clean and good customer service

Friends_and_family Family

10/10

Exceptional

05 Jun 2026

Hector

Awesome like always , one of my favorite places

Friends_and_family Family

10/10

Exceptional

04 Jun 2026

KAREN

Great place to stay. Wonderful staff. Location amazing.

Self

10/10

Exceptional

04 Jun 2026

Kayleigh

perfect

Self

10/10

Exceptional

04 Jun 2026

Kirt

Hotel is always very clean and comfortable, a nice place to stay that requires no thought, I always lol forward to a nice stay

Friends_and_family Family

10/10

Exceptional

03 Jun 2026

Brian

Clean and quiet suite. Room has a cool design to it. Desk is a bit small.

10/10

Exceptional

03 Jun 2026

Mark and Deborah

Easy check-in, nice, clean facility. Breakfast buffet was good with lots of options. Within walking distance to several nice restaurants.

Partner

10/10

Exceptional

31 May 2026

Jesus

I consider it essential to enhance the variety of the breakfast offerings and to further expand the culinary options available throughout the day.

Partner

10/10

Exceptional

25 May 2026

Christa

Our room was clean and comfortable. The weekend we were here though, only one of two elevators was working. Friendly staff at check in.

Friends_and_family Family

8/10

Excellent

24 May 2026

Quatia

The room was nice and clean

Partner

10/10

Exceptional

23 May 2026

Tanya

The front desk agent was wonderful and very friendly , I did not notice his name though. I will definitely stay here again when im in town

Self

10/10

Exceptional

17 May 2026

Walter

The short pump location is excellent.

Much to do there, and the hotel meets and exceeds expectations.

Partner

10/10

Exceptional

14 May 2026

Demetrius

The only issue I had was that breakfast did not start til almost 7 am and I wanted to put something in my stomach before I had to head out. Otherwise the stay was WONDERFUL

Self

8/10

Excellent

11 May 2026

Michelle

My family & I stayed at the Hyatt House for a volleyball tournament. The location was perfect- several eateries, a upscale shopping center and grocery stories right next door. The free buffet breakfast was full or options and yummy. The only complaint was one elevator was down which was a bummer.

Family_with_children

4/10

Poor

09 May 2026

Christopher

I would not recommend staying at the Hyatt House in Short Pump, Virginia. We have stayed at the Hyatt House in Short Pump numerous times over the last three years while visiting our daughter in college. While most of our stays have been pleasant enough, our most recent two stays were not enjoyable. The hotel has been undergoing renovations for the last few months. This has impacted our last two stays. The noise from the renovations and the reduction in elevator service made the stay less enjoyable. During our last visit we were forced to move rooms by the hotel because of some issue with the water system. When we asked the hotel manager on duty for some consideration for the inconvenience of having to move on short notice, he said the hotel could not do anything since we booked through Expedia. Fair enough, so we reached out to Expedia. Expedia could not get the hotel to respond, so they ended up taking care of the situation. The final straw was an incidental charge by the hotel for something that we did not use that showed up on our credit card statement. We plan to visit the Richmond area many more times in the future, however we will not return to the Hyatt House in Short Pump. I would not recommend this hotel if you plan to stay in Short Pump. There are plenty of other nice hotels to choose from.

Family

10/10

Exceptional

03 May 2026

Judy

The stay was great! Everyone was friendly! We enjoyed our breakfast as well!

Family_with_children

10/10

Exceptional

28 Apr 2026

Richard

Loved the location
Amenities onsite and nearby are anything and everything needed
Service in the entire area was top notch

10/10

Exceptional

25 Apr 2026

philippa

The room was very clean, and the breakfast was wonderful. Staff was very friendly and helpful. It is right next to lots of shopping and restaurants, which was also great.

8/10

Excellent

25 Apr 2026

SHANNON

This location is under construction. The bathroom was outdated and the bed was lopsided, but the room was clean. The elevator was extremely slow and the lobby smelled like paint and ammonia which triggered my allergies

2/10

Poor

21 Apr 2026

Elizabeth

I arrived and was informed that there was construction on the 4th and 6th floors. I asked about noise and the desk person said there would be noise beginning at 7:30 in the morning. the whole point of my stay was to rest in the morning. He moved me, he said, as far away from the construction as he could. It did not work! The hammering began at 8AM and it was right over my head. Could not even drown it out with headphones. I gave up and had to leave. I am reaching out to find out what compensation I can receive for this horrible experience.

Self

10/10

Exceptional

20 Apr 2026

Shamiya

Loved it!

Friends_and_family Family

10/10

Exceptional

18 Apr 2026

Mike

Awesome room with view, nice renovated gym, good breakfast spread! Plenty to do around mall area!

Partner

8/10

Excellent

17 Apr 2026

Chasidy

Hotel was undergoing renovations and had a leak in the ceiling of the lobby. Staff was really nice though and the room was clean.

Partner

4/10

Poor

16 Apr 2026

Elizabeth

The hotel never mentioned being under renovation, which was frustrating upon arrival. There was no bar as advertised.

The room itself was uncomfortable. The air conditioner barely worked, leaving the room hot most of the time. The bathroom had a sliding door that wouldn’t stay closed, which offered little privacy.

It was also very noisy throughout our stay. Hot water was another issue. It took about 20 minutes of running it on high just to get it lukewarm. Both the sink and shower drained extremely slowly.

To top it off, the bed was uncomfortable, and the sheets and pillows felt rough and scratchy. Overall, this was a very disappointing experience.

Self

4/10

Poor

14 Apr 2026

Farrokh

The hotel was under construction and I wasn’t aware of it. It might help me to find a better place.
Room appliance includes air conditioner and refrigerator were very noisy during the night and I haven’t seen such that noisy appliances before. They looked like old .

Family_with_children

10/10

Exceptional

12 Apr 2026

Eric

Great all around experience

10/10

Exceptional

11 Apr 2026

Tia

This hotel is beautiful, staff...welcoming and an \"warm\" atmosphere. Greeted by Steve at the front desk who was attentive and gave great details at check on. Leaving no room for questions. A lovely place to stay.

Friends

10/10

Exceptional

06 Apr 2026

Jed

This place was breathtaking! Our family of four stayed there. Our favorites were the concierge (so sweet), the history of the building, the game room (with tons of outdoor seating), and the views from our place on the 30th floor. The location was great as well. We felt completely safe in the building with two littles. The only thing we would have changed was the reservation process. $500 deposit and photos with our ids made us uneasy. Overall, this is gem and we will definitely be back!

2/10

Poor

04 Apr 2026

joseph

The hotel was very clean, and a beautiful place to stay. However, we were woken up to the loudest noises from doing construction with no warning that they were doing construction on a Saturday. It was very annoying to the point that we got ready and left.

8/10

Excellent

03 Apr 2026

Justin

Everything was perfect besides the shower taking a while to heat up.

2/10

Poor

24 Mar 2026

John

I have NEVER been to a hotel that permitted construction at 10:90 p.m. and told by the front desk….”we ask the workers to stop, but they won’t “. The management was made aware and responded, “there is nothing more we can do”

Worst hotel visit ever!!

Friends

6/10

Pleasant

03 Mar 2026

Rebecca

Hotel is under construction and not very nice.

Partner

10/10

Exceptional

24 Feb 2026

Miki

Room clean . Only issue was elevators.

10/10

Exceptional

22 Feb 2026

brian

Everything in the hotel as usual was clean, organized and friendly.

A little down that the hotel has decided to remove the bathtubs so that maybe my last stay (maybe).

Partner

6/10

Pleasant

21 Feb 2026

Michael

Old furniture

10/10

Exceptional

16 Feb 2026

Carolyn

Yes the room was very clean. The bed was so comfortable.

Partner

2/10

Poor

03 Feb 2026

Karen

I was told when checking in that I had to be up and have taken a bath and be done with using the water by 10am Thursday morning

When I got up the next morning t found two what they call (stink bugs) crawling in the bathroom and I got them up with toilet tissue and flushed them down the toilet and when returning to the bed there was one crawling on the beautiful white blanket on the bed. I hit it with my shoe it fell dead on the floor... this was reported to the front desk and the clean technician verified it... while on the phone with the nurse getting information on my husband who was the reason of my stay, because we traveled the day before 2 hours to the Richmond VA hospital for spinal surgery the fire alarm system rang out and I had to rush and grab everything and leave long before check out time.... also it was major renovations going on in the hotel.... it was just a bad experience under the circumstances, worried about my husband and I ended up with an asthma sitting in my truck in the ice and snow covered ground watching the fire department....

Business Self

4/10

Poor

30 Jan 2026

Paige

Shower wasn’t clean. Charged extra money. They was doing work and just was kinda loud.

10/10

Exceptional

25 Jan 2026

Lynden

I've stayed at this hotel on several occasions when visiting my daughter in Richmond, and it's always been a pleasant experience. The room with the kitchen is functional. The hotel is conveniently located near the Short Pump Mall. And I will definitely book for a future stay.

Friends_and_family Family

4/10

Poor

24 Jan 2026

Cathy

First, I was not informed during the booking process or on the phone call of the renovation. I would have chose somewhere else to stay. We had to ride on an elevator in the process of renovation. Dust everywhere. There was a foul sewer odor on the fourth floor when we got off the elevator. The banging, hammering noise first thing in the morning was the icing on the cake. I will never stay there again. Definitely not worth the price. We came to celebrate my husbands birthday at the funny bone and stay one night close by but the hotel was a great disappointment. The breakfast was pretty good. Kudos to the chef for that. If you’re going to give residence less than the quality they expect to pay for, then you need to reduce your cost and allow people to choose to accept those terms.

6/10

Pleasant

22 Jan 2026

Michael

Construction at 8am.

Business Self

10/10

Exceptional

19 Jan 2026

Marquis

Staff was really nice and very welcoming. And the room was amazing and very clean.

Friends_and_family Friends

2/10

Poor

18 Jan 2026

Wanda

Hotel under construction! No one mentioned that when booking..Rooms are old and outdated..I will never book here again!

Leisure Partner

10/10

Exceptional

07 Jan 2026

Lisa

Our go to place in Henrico! It's like a home away from home. Big shout out to Shari the bartender! She's the BEST!!!

Leisure Family

2/10

Poor

04 Jan 2026

Vada

Bed was uncomfortable. One elevator working. Breakfast was terrible. Food was old, what little there was, and much of it empty.

Construction dust all over.

Business

2/10

Poor

01 Jan 2026

Zema

The property was not clean. The elevator was especially concerning—it appeared dirty and had not been cleaned or disinfected for at least seven days, making it feel like a breeding ground for germs.

When concerns were raised, most employees took them personally and became defensive instead of addressing the issues.

The most serious incident occurred one night when other guests entered our room while we were getting dressed. They somehow had a working key to our room. We never received a phone call or any explanation from management. Instead, a bartender came to our door with a new set of keys, saying the front desk sent them. This situation was alarming and completely unacceptable.

Eggs were overcooked, you can slice it with knife.
The coffee was extremely poor quality—basically warm, colored water where you could see the bottom of the cup.

The general manager never contacted us to address any of these issues. The only person who genuinely showed care and professionalism was Connor at the front desk.

Overall, this stay was disappointing and raised serious concerns about cleanliness, safety, and management response.

Leisure Family_with_children

8/10

Excellent

31 Dec 2025

Wendy

The hotel is under construction. The staff was efficient and responsive. I had 3 rooms the rooms were clean.

Business_and_leisure Family

4/10

Poor

30 Dec 2025

Teri

When we checked in that afternoon we were told that the water would be cut off at 10 the next morning. Tried showering that night but there was no hot water.

Wouldn’t recommend. Won’t return.

Leisure Family

8/10

Excellent

29 Dec 2025

Brianna

I enjoyed my stay. The room was nice, very spacious, and clean. I would say they should make sure 3rd parties notify you that they’re undergoing renovations.

Leisure Partner

10/10

Exceptional

28 Dec 2025

Lynden

Convenient

Friends_and_family Family

10/10

Exceptional

27 Dec 2025

Wendy

Room was clean and the staff was always very friendly. I had forgotten to bring my makeup remover and was quite surprised that they had a little complimentary makeup remover wipe among the little soap and lotion that they provide. I was pleasantly surprised, and it helped me until I buy some the next day.

Self

8/10

Excellent

21 Dec 2025

Melody

Location was nice. The kitchenette area is cute and very convenient.

Leisure Partner

4/10

Poor

18 Dec 2025

Keith

The room was clean and spacious. Breakfast was fine. Staff was hit-or-miss. Would have been nice to have running water the entire time. In lieu of that, the hotel could have offered free bottled water. Instead, they had $6 bottles. The noise from renovations was not ideal. The last two days there was only one elevator. If we’d known about the ongoing renovation, we’d have chosen a different location. We also would have preferred to be given a schedule of water shutoff times/days at check-in. Once renovations are complete, most of these issues should be resolved, so next year might be a better time to stay.

Partner

6/10

Pleasant

14 Dec 2025

Jennifer

The room itself was nice and clean. However the heating systems makes VERY loud banging noises round the clock. It’s a fairly pricey hotel to sound like you’re living in a construction zone. The “bar” is a dark corner and was never apparently open. Overall felt dingy and old

Leisure

10/10

Exceptional

11 Dec 2025

william

Check in staff was very cordial and helpful. Nice room. Slow elevator. Lots of food nearby.

Partner

10/10

Exceptional

09 Dec 2025

David

Location

8/10

Excellent

01 Dec 2025

Shereen

The staff was wonderful and professional. My family and I enjoyed our stay at the hotel. The location is fantastic, as you're connected to the mall! Breakfast options were the best compared to other hotels.

Friends_and_family Family

10/10

Exceptional

30 Nov 2025

Teryl

Nice room. Very clean. We had a small suite. Kitchen was equipped with a large frig, microwave, glassware, plates, silverware and even a dishwasher!

6/10

Pleasant

22 Nov 2025

Vanessa

The room was in good condition. But the keypad to enter the room kept falling off the door and then when I took it to the front desk and told them I had concerns about it, they said oh nobody can get into the room but the whole keypad was off to the door so he was able to take the battery out to deactivate the lock so me and my daughter did not feel safe.

10/10

Exceptional

16 Nov 2025

Nicole

Staff, nice room

Friends_and_family Friends

10/10

Exceptional

10 Nov 2025

Chon

Clean room. Nice staff - extremely curteous and helpful. Good breakfast - a bit better than at most comparable hotels.

Leisure Family