Tru by Hilton Richmond Northwest

I came to this hotel on a business trip and was so impressed with the entire staff that welcomed me. This is a very cool and colorful hotel with a great breakfast and coffee throughout the day. Great fitness center and wonderful hospitality. Just booked my next business trip to stay at another Tru hotel by Hilton. Felt very safe here and I will be booking this hotel again when I come back through Richmond. Keep up the amazing hospitality !

Friendly staff. Clean rooms. It looks like it recently opened. Really nice lobby with lots of room for guests to mingle. Also, nice touch on having coffee available 24 hours/day.

Extremely disappointed in the service at this hotel. As a diamond member, I find the lack of professionalism upsetting. The staff at the front desk were not personable, hard to understand, rarely at the desk but lounging in the lobby, eating breakfast amongst guests, leaving the front desk empty. To top it off, we were awoken at 2:18 am on Saturday night by a front desk staff member who sounded asleep or intoxicated, informing us our door dash order was there and they couldn’t reach us. We didn’t order door dash, they dialed the wrong room, (202 and they dialed 304) due to lack of attention to detail they woke my family and young daughter up, jolted awake by the phone ringing. Furthermore, I emailed the manager and got no response. Will be escalating to Hilton and not staying here on my

Avoid this hotel at all costs. I would have given it zero stars if possible. We arrived after booking a room on a block months in advance with our family of four. We booked a room with two Queen beds. Got put in a room with one king. When we brought it to the attention of the front desk, they did nothing. Said it wasn’t their fault and, as they were fully booked, couldn’t do anything to help us. She said it wasn’t her problem. Terrible customer service. We ended up having to buy two air mattresses from Walmart for our kids to sleep on. The walls are paper thin. You can hear every word of every conversation happening in the rooms. No hot water for showers and terrible water pressure. This may have been the worst experience I’ve ever had a hotel.

Room 424 clean, fresh and perfect for a late night arrival. Missing ironing board and no coffee maker. Quiet, ac/heat worked great. Hotel is 3 weeks old. I would stay here again in a minute. Angela was super helpful.