Rated 1 out of 5 by ScottSS The customer is always wrong
I'm a lifetime Gold member at Starwood hotels and have stayed in a hotel for about 400 nights total in the last 5 years. I have never been treated as poorly as I was treated at this hotel. To start off with, the hotel isn't that great. The bathrooms are tiny, the sink is difficult to use, the A/C unit blows directly on you if you sit at the desk, the TV is stationary and difficult to see from many points in the room (again, like from the desk), the internet was unusable one night, the gym is ok but pretty small and the housekeeping wasn't that great (poorly made bed, lack of towels, lack of toiletries, etc.). My real problem with the hotel came at the end of my third week staying there. I came back from work, ran on the treadmill, took a shower, then went to eat with a co-worker. When I came back, I smelled cigarette smoke in the hall. I hate that smell. As I got closer to my room, the smell was stronger and when I opened the door to my room, it was as if someone had smoked in my room. I immediately called the front desk to complain and that's when they told me that they suspected that I had been smoking in my room! I have never smoked in my life; I think it's absolutely disgusting. I tried telling the front desk manager that not only did I not smoke but that I had only been in my room long enough to shower and change clothes, but he wouldn't have any of it. He said I would be charged a $200 fee for smoking and said that I should know the policy by now since I had stayed there for a few weeks. I asked to change rooms since mine smelled so bad. He said they were booked and I had to stay in my room. I couldn't stand the smell, so I called my 95 year old grandmother that lived nearby to stay with her. The next morning, I spoke with the general manager of the hotel. He was very nice and listened to my story. He assured me that he would get to the bottom of it. He said they have a log of everyone that has used a key to get in my room, and if an employee went in there when they weren't supposed to, he would fire them. I thought this would solve the problem. I got a call a few hours later saying that no one was in the room other than the housekeeper in the morning, which is normal. Now the general manager turned on me and wanted to know "the truth." I repeated that I was innocent and suggested that there may have been another reason for the smoke (came through the vents from another room, the door didn't shut properly and someone snuck in, etc.). He dismissed those theories immediately. He said the $200 charge stood, I could not get my money back for the night before (even though I didn't stay in the room) and that this would be a strike on my Starwood account and if I got another, I'd lose my status and points. I thought this couldn't get more bizarre until later in the day when I got an email from the general manager after he talked to his employees who were there the night before. One employee identified me wearing a white shirt (I was wearing a blue shirt) and said that she overheard me on the phone in the hall saying "she smoked in the room but I only took one puff." The only phone conversation I had in the hall was when I called my co-worker to tell him what happened and that I was leaving the hotel. She also said that she had spoken to me multiple times, though I didn't talk to ANY of the employees other than when I checked in. Another employee said that he went into my room when the complaints about the smoke started (while I was at dinner) and that he saw female makeup in my room. I am a male, don't use makeup, and no one else was in my room, so I figured they had the wrong room. The general manager insisted it was my room and insinuated that I had a female in there with me even though I told him I was recently married and knew no one there other than my male co-worker. His exact words were "I don't need to know what you do in your personal life, but thought maybe the makeup would trigger a memory for you about who might have been in your room." That set me off. Over the next couple of weeks, I was on the phone with Starwood for a few hours trying to get a resolution on this. Finally I got to a supervisor's supervisor and he basically was tired of me calling and refunded me out of his own budget since the hotel wouldn't budge. I have never been treated so poorly in my life. I will never, ever stay at this hotel again. I have yet to receive an apology for the way I was treated and had to spend hours on the phone just to get refunded. I think I deserve thousands of points in compensation, but that will never happen. All I can do is warn anyone reading this.
October 17, 2012
Rated 3 out of 5 by CinRan Comfortable yet minimal. . .
This location is good for access to downtown Asheville, and for a Four Points by Sheraton it is a good choice.
*An easy walk to downtown areas.
*Pool is basic, but a nice amenity.
*Bar and restaurant are high-quality and a nice convenience.
*All rooms are very basic and in need of updating, but still comfortable.
February 1, 2012
Rated 5 out of 5 by sloch Ideal downtown location and pet Friendly. Wonderful Staff
We stay here often and LOVE this property! The rooms are clean and comfortable and rates are excellent for downtown Asheville. The property is an easy walk to downtown restaurants and a close drive to The Blue Ridge Parkway and Biltmore Estate. Friendly and knowledgable staff are anxious to help you explore Asheville. Shannon, the guest service manager, does an excellent job of catering to the SPG guests. The property is also pet friendly with lots of green space. The smart choice for your stay in Asheville Area!!
February 11, 2012
Rated 2 out of 5 by trueone Not too good...
-Good location (close to Downtown, shopping and restaurants)
-Very basic rooms, needs updating, but clean
-Small bathroom (1 sink)
-Noisy highway close by and the hotel has very poor sound-proofing
-Ice machine is not on every floor
-The bathtub and sink drains back-up easily
December 27, 2012
Rated 2 out of 5 by disappointed Very disappointing
The room was the worst I have stayed in for many years and certainly the worst costing anything over $60. Definitely not worth the almost $200 charged. Originally the Friday night was over $300.
Entering the room, it was over 90 degrees. The heat was set for automatic and 70, but it was still putting out heat. I reset for AC and it took almost all night for the temperature to get to a comfortable level.
About every 20 minutes, the toilet would run quite loudly. Had to shut the bathroom door to muffle the sound enough to sleep. Had maintenance check this, but they just said the toilet was old.
The bathroom is small and the towel rack has been mounted in a terrible position. banged into it several times because of the tight room and poor position of the rack. There were several other places it could have been placed that would have been usable and out of the way.
The shower worked fine until you go to shut it off. There is not a stop point for turning it off and if you do not get it just right, it will hit you with cold water. Took a good bit of playing with it to get the dial just right to shut off the water.
They are undergoing renovations right now. Hopefully that includes the rooms. A fellow conference mate stayed across the street for a third the cost and had no issues with his room.
March 11, 2013
Rated 4 out of 5 by AWild0414 Perfect base for your Asheville getaway
From the moment we (my dog and me) checked in, we were treated like family by the friendly staff. The hotel is older, so a bit warn, but meets the needs perfectly for an Asheville get away. Centrally located, you can literally walk the entire city and not have to worry about parking for a vehicle. The Chop House is a nice place to unwind after a long day, and the staff there are above par as well. If you're looking for a 4 star property, this isn't it. But if you're looking for a clean, comfortable, pet friendly place to rest your head, this is it!
May 23, 2013
Rated 1 out of 5 by ProjectG8 Stay away -- it's a dump.
Here is what I found in my stay:
Both faucets at sink delivered HOT water.
Shower control was nearly impossible to set.
Toilet randomly flushed on its own during the night.
Room smelled like an old dishrag.
Carpet was filthy.
Very, very loud noise from hall.
The ONLY good things were the really nice staff and great draft beer in the bar.
I will never stay there again.
October 2, 2012
Rated 3 out of 5 by Zcip In the Heart of Everything Asheville
This hotel is in walking distance from everything in downtown Asheville. No matter where in downtown you want to be, you can be there in 5 minutes.
Lobby had construction going on, so there wasn't much to enjoy there. The rooms were recently updated in the past few years, so they were nice for a Four Points hotel and plenty comfortable.
Every room is the same at this hotel so there isn't much in the way of starwood recognition.
Overall its a decent place to rest, but do not expect anything glamorous.
May 1, 2013