Richmond Airport Hotel

Review: I recently completed a rewards stay at the Doubletree at Richmond International Airport in Virginia for 2 rooms, 2 nights each from 5 Sep – 7 Sep.

I was completely disappointed with this property. It is far and away the worst Hilton property I have stayed at. Because I trust your brand so much, and particularly the Doubletree brand, I did not research this property at all prior to booking . . . this proved to be a mistake;

• We attempted to check in at approximately 7:45pm, yet were told neither room was ready. After about 20 minutes of waiting, we were able to check in

• Upon entering the rooms, we found several concerns;

o They were filthy, particularly the fridge in room 409 which had something smeared all over the inside. Despite requesting a replacement or for it to be cleaned, it remained that way throughout our stay

o They were completely unsafe

? The office chair was missing one of the arm rests and had sharp metal exposed

? The main bed had a piece of angle iron sticking out approximately 3 inches past the bed frame, which my wife scraped her calf against

? The air vent above the pull out sofa had to be duct-taped to keep from falling out

o They were not equipped

? Only 2 towels when we arrived, and only 3 the following night

? No shampoo either night

o The service was poor, particularly by the Sunday morning staff

? Despite being told the check-out time was 12 noon, we had 2 separate knocks on our door by cleaning staff and a call from the front desk between 9:30 and 11:00 asking us to check out

? I called the front desk expressing my displeasure, as well as listing many of the items above, yet the gentleman on the phone was still only concerned with when we would be leaving

For these reasons I requested a full refund of the 40,000 points used to book the rooms. However, I was told the maximum they would be able to refund would be half of this amount.Desired Settlement: Refund of the full 40,000 points used to book the rooms.

Business

Response:

Please note on the check in date for this [redacted] sold out special event weekend, we had rooms available for this guest to check into however we did not have two adjoining as he had requested. Requests are not guaranteed but all Hilton properties do their very best to grant as many of the requests as possible. Our housekeepers worked to complete them for this guest so that they could be together and got their rooms ready within the twenty minutes mentioned.

We are a airport hotel and have contracts with airline crews where they can check out late into the evening (usually not past 7 pm). For this reason we have at least one housekeeper here as well as one maintenance person here until 11 pm each evening.

Consumer

Response:

The response provided by the business is the same e-mail provided to me previously, and is not acceptable to me.

Thank you.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,