Hyatt Place Richmond Arboretum

“Staff Recognition – Hyatt Place Arboretum, Richmond, VA | Exceptional Recovery & Guest Service”

My wife and I were guests from Friday through Tuesday, May 22–26, 2026, traveling to the area for our daughters' youth volleyball tournaments at Henrico Sports Center. I want to be candid: our stay got off to a rough start. Upon arrival, mobile check-in was unavailable, and after inspecting our fir… more

My wife and I were guests from Friday through Tuesday, May 22–26, 2026, traveling to the area for our daughters' youth volleyball tournaments at Henrico Sports Center. I want to be candid: our stay got off to a rough start. Upon arrival, mobile check-in was unavailable, and after inspecting our first room, we discovered insects on the couch and the pull-out bed. We promptly brought this to the attention of the manager on duty, and the situation was handled. What truly stood out during that initial exchange was a staff member named Lashay — who seems to wear many hats at the property (housekeeping, cooking, and more) — who personally assisted us in inspecting our second room. When that room proved too small for our needs, Lashay advocated directly to the manager on our behalf and ensured we were placed in a more suitable room. That kind of initiative and genuine care for a guest's comfort is not something you see every day, and I want to make sure it is recognized. Over the course of the weekend, our stay was further disrupted by a group of unsupervised children repeatedly disturbing hotel guests by knocking on room doors — an issue that persisted through Saturday evening and into Sunday. I ultimately had to address the children myself. It was General Manager Andrea Carter who truly turned things around. Ms. Carter arrived at the property on Sunday evening, after police had been called, and handled the situation with authority, calm, and professionalism. She cleared the disruption entirely. When my wife and I saw her that night, she asked us to give her a moment to address the matter and then followed up with us personally. On Monday evening, once the weekend sports groups had departed and things had settled, Ms. Carter sat down with us, listened attentively, offered a sincere and thorough apology, and comped two nights of our stay. I want to be honest with you — I was prepared to write Hyatt off entirely after the difficulties we experienced. Ms. Carter's response changed that. She handled everything with grace and accountability, and because of her I am willing to give Hyatt another chance. I also want to specifically commend the following staff members: • Lashay (Housekeeping/Cook) – As noted above, her advocacy and attentiveness during our room situation was exceptional. • Tomasa (Front Desk/Cook) – Consistently pleasant, helpful, and hardworking throughout our stay. • Ms. Annette (Housekeeping) – A dedicated and kind presence. Though I do not have her last name, I hope you are able to identify her and pass along my appreciation. • The morning cook with locs (name unknown) – On the mornings our tournament schedule required us to leave before the complimentary breakfast was available, she graciously had coffee ready early for us. That small gesture meant a great deal. My one remaining concern is the 5–7 business day processing time I was given for my two-night refund. I understand this may be standard procedure, but I did want to note it, as a faster resolution would go a long way toward reinforcing the goodwill Ms. Carter worked so hard to rebuild. Thank you for taking the time to read this. It is not always easy to write about a stay that had real problems, but it felt equally important to make sure the people who stepped up and made it right receive the recognition they deserve.

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“Nothing was what they said it was gonna be”

Paid more for this room than any other in town because there was a bar and restaurant and it was Hyatt. So....the bar doesn't serve anything not in a can or bottle, the restaurant is non existent, there may be a guy behind the wall cooking but we could never order, whe I asked why housekeeping didn… more

Paid more for this room than any other in town because there was a bar and restaurant and it was Hyatt. So....the bar doesn't serve anything not in a can or bottle, the restaurant is non existent, there may be a guy behind the wall cooking but we could never order, whe I asked why housekeeping didn't bring me towns they said I had to request housekeeping daily if I wanted it and they charged me $9 a day for parking in an open air parking lot. What a waste, I'd have been better about anywhere else. The room was big and ok thought so I gave an extra star

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“Relatively acceptable”

Relatively clean specious room with no bad smell; Same for hallways; Front desk should have informed me that electronic check in allowed me to check in earlier than the regular 3 pm check in time (had a wedding at 4 pm); Breakfast buffet cleanliness sub-par; Thought I smelled cannabis a few times;

“Beautiful rooms, not great policies”

Loved the size and amenities of the room. I was surprised as a World of Hyatt member that there was a $20 fee for early checkin, which ended up being around $25 after fees and taxes. Despite paying the early check-in fee, we were placed in a very noisy area near the kitchen and staff areas. FYIi, … more

Loved the size and amenities of the room. I was surprised as a World of Hyatt member that there was a $20 fee for early checkin, which ended up being around $25 after fees and taxes. Despite paying the early check-in fee, we were placed in a very noisy area near the kitchen and staff areas. FYIi, there was also a daily parking fee, though this was stated clearly on the website when we reserved.

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