My husband and I selected the hotel based on the AAA discount price and the favorable reviews from this site. HOWEVER, the experience was miserable, and we left 3 days early - on account of the hotel! The only good point was that the hotel was clean. In fact, during the early stages of our stay, we were willing to overlook the negative points of the hotel since it was so clean. But, the negatives quickly mounted and became unbearable. Firstly, there is no scenery at the hotel. It is directly in front of a highway and behind some office buidling and the Asheville Fun Depot. Far cry from a "lodge". We selected the petit queen room because we planned to spend most of our time sightseeing and shopping in the city (which we did - out of necessity!). The room was ridiculously small. The bathroom door and closet door did not stay closed, and blocked the exit door, so that everytime we wanted to leave the room, we had to close 2 doors to be able to open one. There was absolutely no room to move. The petit queen room is fine for one person, but we definitely do NOT recommend it for 2 people. The fitness room was the size of a walk-in closet, and the equipment was broken and dirty. When I requested some disinfectant for the fitness room after my workout, I was told that there is normally some in there, but it must be "missing" and that the equipment is cleaned daily. When I went to exercise the next day, it was in the same condition: dirty, and there was no indication that housekeeping ever attends to the room. The indoor pool was extremely small and as such, a bit of a disappointment. The last straw occurred when the fire alarm system was undergoing "maintenance" on the 3rd day of our stay. The guests were not provided any notification that this would occur (we only noticed because we saw the repairman during breakfast). For more than one hour, the fire alarm went off. The sound was unbearable. When we complained to the front desk about the noise and lack of notice, the response was "oh, sorry." And there was no attempt to rectify the situation (and conveniently enough, the alarms were not sounding at the front desk). We checked out after one hour of non-stop shrieking alarms. The sound likely continued for another hour or so. It was so unbearable that we packed our belongings and left. When checking out 3 days early, the front desk staff did not ask why we were checking out early nor did they ask if we enjoyed our stay. Frankly, they could not have cared any less. It was shameful. About the quality of the hotel, the walls in the rooms were thin and the hall doors slammed incessantly. It was almost humorous that instaed of fixing the stairwell doors, the staff posted signs that read, "Please do not slam the door." That is testament to the lack of service provided by the hotel. The temperature control in the room did not work well; cold one minute and hot the next. Also, the hotel boasts an evening coffee service. We found that remarkable since the room where the coffee was served in was dark, the coffee was cold, and the chairs were all atop the tables. Again, no interest from the front desk staff. My favorite experience occurred when we were eating the complimentary breakfast and as my husband stood up to get some coffee, and the manager pulled his chair away without asking and placed a large cardboard box on it as he was restocking the cabinets. No apology, no hospitality. We will never again stay at the Brookstone and strongly urge others not to stay there either. We were not treated as guests, but rather as an inconvenience. Never before have we experienced such poor service. We feel robbed for having paid even the AAA discounted rates. Next step is to contact AAA and ask that they reconsider their endorsement. We wish we had never stayed there.
- Official Description (provided by the hotel):
- Experience the charm of a mountain lodge just minutes from Biltmore Estate, downtown Asheville, Blue Ridge Parkway, and the area’s finest shopping and dining. Amenities include a complimentary deluxe continental breakfast, indoor pool, wireless internet, fitness center, and much more. Some in-room amenities are 32" flat screen HDTV, granite tub and vanity, microwave, coffee maker, mini-refrigerator, and hair dryer. We are independently owned and operated. AAA-3 diamond rating. ... more less
- Reservation Options:
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- Also Known As:
- Brookstone Hotel Asheville