My wife and I had stayed here a few years ago, and had a great experience. So, we decided to come back for our anniversary, since we liked the hotel, and wanted to visit Biltmore during the Holidays. Day one was fine; easy check in, got a complimentary bottle of champagne for the occasion, etc. On our second night we had to go through the humiliation of having our debit card declined at a restaurant, all because the hotel failed to let us know it was their "policy" to put a hold on funds of $100 per night for incidentals. This is in addition to the deposit we already paid before we even made the trip. Had we known about the hold, we would have made sure it could be covered. No where on the website, the email confirmation of our stay, or during the check-in process were we informed of this policy.
When we called the front desk, we were just repeatedly told it was the hotel policy and there was nothing they could do. The hold would be refunded up to 3 business days AFTER we left. I realize more and more hotels are doing this, but they should really have this policy clearly stated, so that guests can plan accordingly. The whole ordeal really soured what should have been a happy occasion. We will not stay here again.More
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