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 2 out of 5 by cunnis Not happy
The hotel is a bit run down, but for the most part what I expected based on prior reviews. The reason I would not recommend this hotel is based on the staff. Upon checking in, the staff was very aloof and had us standing at the front desk for quite some time while trying to figure out if they had available rooms. What really bothered us was the fact that after being in the room for a few hours, someone else was given a key to our room and walked in. My husband was in the shower and I was asleep. Let's just say they got an eye full. Upon calling the front desk, we were apologized to (barely) and were told we would get a free breakfast...which we did not get. My husband called down later to say we didn't want to breakfast because we weren't eating at the hotel. We were then told we would get a discount on our room...that also did not happen. I'd like to send an email to hotel asking for a credit, but can't find an email address and really don't feel like calling and going through the whole story again. I just wouldn't recommend this hotel to anyone visiting Asheville.
October 15, 2014
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 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 2 out of 5 by Lindsey219 Disappointing
Since it was me who chose this hotel for my friends and I to stay at for a wedding, I felt compelled to write a review after the issues that happened during our stay. I reserved three rooms when I booked our stay and requested them to be near each other. When we checked in two of the rooms were on the fourth floor on opposite ends (we were okay with that), but then the third room was on the first floor. The staff told us there was nothing noted about having the rooms be together.. The room on the first floor was supposed to be a king bed and was two doubles. It was just so late when we checked in they didn't care. The next day they ended up changing rooms because the air and smells were making them have breathing problems. Also, because the sheets on one bed had blood on it. Request to stay off this floor, I went down there and the smell IS bad. After we went to lunch we were locked out of two of the three rooms. The girl at the front desk told us we must've ruined the magnetic strip on the keys. Then when checking out, one of the rooms was booked for an extra day and had to wait before that was resolved. If you stay here, double check and reconfirm everything with them before getting there!
November 24, 2014
Rated 5 out of 5 by 1nightInNovember pet friendly and easy walk to downtown
we appreciated being on the pet friendly ground floor, easy access to outdoors. hotel staff was very friendly.
November 23, 2014
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 4 out of 5 by JT4208 Basic Amenities with good location
Central location to both highway and downtown Asheville. Walking distance to many restaurants and breweries in town. No frills property.
November 17, 2014