144-150 Richmond Hill, Richmond-upon-ThamesTW10 6RW, England
Great location, friendly staff.
Mar 27, 2017
Room was a bit small, but plenty big enough for a couple staying a couple of nights. Bathroom was great and the shower was very powerful. Staff were all wonderful,...
Room was a bit small, but plenty big enough for a couple staying a couple of nights. Bathroom was great and the shower was very powerful. Staff were all wonderful, allowing my daughter to join us for breakfast, and being very helpful and attentive. Room was a bit small, being up in the roof, but lovely views of the city from it. Very quiet too. It was a bit of a fun challenge finding our room as it is a bit of a rabbit warren.
Diane T, General Manager at Richmond Hill Hotel, responded to this review
Thank you for completing a review on Tripadvisor. We really appreciate such positive feedback about the service you received, the team focus on trying to make an impact to our customers experience, it is lovely to know it makes a difference.
We look forward to welcoming you back to Richmond hill Hotel again.
I've stayed at this hotel many times when on business in the area, unfortunately on this last visit it really felt like standards had started to slip. I arrived late...
I've stayed at this hotel many times when on business in the area, unfortunately on this last visit it really felt like standards had started to slip. I arrived late on a Sunday evening, having made two reservations, one for the Sunday in case I decided to cancel it and travel the next day, and one for the Monday to Thursday. I'd spoken to the hotel in advance and confirmed I'd be able to keep the same room throughout. Check in was fine and they reconfirmed they understood about the two bookings. What they never explained was that I wouldn't be keeping the same key to that room. When I arrived back after work on the Monday my key wouldn't work, I went all the way back to reception where the young man clearly knew about this because they had another key waiting for me. Given they had my phone number and email would it have been so hard to let me know to stop by reception? Now this may not sound too big a deal, but I should add the lift was out of order. When I arrived on the Sunday they told me this but no one offered help with my bags. I did hear others being offered help, maybe they assumed as I was only on the first floor and look healthy and fit I'd be fine. But I didn't appreciate trekking up and down stairs with my heavy work bags each day - despite the note on the lift, and reception's description, the lift wasn't "out of order for the day", it remained broken for the entire length of my four day stay. Not really ideal in a hotel with lots of stairs. My room was fine, a "suite" although actually all one room, with a bath with a view of the car park. Toiletries and tea and coffee but no robes and no evidence of laundry service, sewing kit etc. still better than the standard rooms here which are a little small. I ate in the bar twice, first night all was fine, second night service an absolute shambles. People being served dessert before their mains were cleared away, dirty tables, and for me, a 45 minute wait for a plate of cheese and biscuits. I decided to try breakfast on the final morning, it wasn't in my rate which I already knew but which seemed to baffle the girl taking room numbers, that was after she finally acknowledged my presence. Then came further confusion. I sat down, was asked if I wanted tea, and a glass of juice was poured for me (I didn't ask for this). I looked at the menu and thought I might try the a la carte breakfast instead. I asked the waitress if the prices here included beverages and was told no, tea and juice were extra. Fair enough, but don't proffer all these drinks to people without explaining that then. In the end I opted for the buffet (much cheaper said the waitress, who clearly needs a lesson in marketing 'would you like the cheap breakfast madam?") but alas it still wasn't plain sailing - if you want something on toast you need to make your toast, go back to the table, butter it, then go back to the buffet to add your eggs, beans etc. no butter available at all at the buffet area, although the waitress tried to persuade me that Philadelphia was butter! So, to sum up, not a disaster, and if you're only staying one night it's probably fine, but more than that and it all starts to feel a bit fawlty towers. One last word of caution - the car park system requires you to get your ticket validated on exit, but the validation does not last for long. If you wanted to be efficient and get your ticket validated before going for breakfast yout can't - you must walk past reception, all the way to the restaurant, eat, and then walk all the way back again, a not inconsiderable distance. On overhearing my complaint about this the senior lady on reception offered to override this system for me, but I was fed up with it all by then. She alone seemed to be the only person in there bothered about service during my stay!
Diane T, General Manager at Richmond Hill Hotel, responded to this review
I am very sorry to read that your stay with us was not as enjoyable as some previous experiences. Unfortunately we did lose the lift for nearly 5 days in total. We were beholden to a significant part failure which meant that we had to close the lift for such a long time. I am truly sorry no one offered you assistance with your luggage, we should not assume just because someone looks young and fit they might still require help.
I take on board your comments regarding breakfast service and we will review with the early team to improve our delivery in this area. Thank you for providing such detailed feedback.
The exit tickets for the barriers last for 30 minutes from validation, following your comments we will review if this can be extended by our supplier.
I am disappointed that you felt we have not sustained our usual standards, we will endeavour to learn form your comments to ensure we deliver a more focused customer service going forward.
The stay at the hotel was overall an average experience I would say. The room was nice and I would say the quality of the food served in the restaurant...
The stay at the hotel was overall an average experience I would say. The room was nice and I would say the quality of the food served in the restaurant was good too.
There is a leisure center attached to the hotel which is also a great feature.
However there are some major areas of improvement that are needed. One major problem is with the cleaning of the rooms, every day I found myself having to goto reception and ask for my room to be cleaned as it hadnt. One day I actually had to ask twice in one day before it got cleaned. After putting the sign on the door for the room to be cleaned I do expect that to happen. Especially when I leave at 8am and inform front desk that Im leaving and can I get my room cleaned only to return at 3pm to a room that wasnt.
Another area that needs improvement is the bar staff, I tried to order a pint at the bar one evening. I was the only person at the bar and the chap (looked like the manager) was fiddling around with the till. He noticed I was there but didnt acknowlegde this. I stood there for a good 10 minutes, as I wanted to see how long this could go. He eventually broke the silence and asked could he help. I said yes I would like a pint. This is not the way I expect to be treated.
A recommendation would be for a buisness center. There isnt one. A hotel of this price and facilities should have one of these.
Perfect location! Next door to Richmond park which is beautiful and a 10 minute walk to town!
Hotel itself is lovely rooms are very clean and modern and it's brilliant...
Perfect location! Next door to Richmond park which is beautiful and a 10 minute walk to town! Hotel itself is lovely rooms are very clean and modern and it's brilliant to have sky and free wifi! Bathroom/toilet area a little awkward as it's very open and slightly frosted glass so can see a lot and not a lot of privacy. Reception staff very helpful. Breakfast was okay nothing special but all in all would stay again!
Stayed for a weekend in March as part of a family group of 9 to celebrate a special birthday. The rooms were newly refurbished to a high standard and very...
Stayed for a weekend in March as part of a family group of 9 to celebrate a special birthday. The rooms were newly refurbished to a high standard and very comfortable. We had booked a package which included dinner. The food exceeded what we were expecting and was to a high standard..The service Rachid and Thomas, gave us, in the restaurant, was excellent. Rachid offered us the option to select from the a la carte menu on our second night instead of the set menu, included in the package, at no extra cost. Breakfast was also very good. Everything was perfect! Will certainly visit again