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“Despite the other favorable reviews, DON'T DO IT!”
Review of Brookstone Lodge

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Brookstone Lodge
Ranked #36 of 66 Hotels in Asheville
Baltimore, Maryland
Level 1 Contributor
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Despite the other favorable reviews, DON'T DO IT!”
Reviewed 28 April 2010

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.

  • Stayed April 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
2 Thank caspgh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
asheman, MKTmanager at Brookstone Lodge, responded to this review, 3 May 2010
Thank you very much for writing a review of Brookstone Lodge. We are terribly sorry that your experience did not meet your expectations, and that you felt you needed to leave early. We pride ourselves in customer service and experience, and we are positive that you experienced an anomaly. Thank you very much, and have a wonderful week.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Ghent
Level 5 Contributor
63 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
Reviewed 26 April 2010

We chose the Brookstone Lodge after reading all the positive reviews here. Because we were only staying for 2 nights, we opted for the smallest room, the 'petite queen'. We discovered that this room was more than large enough. It had a view on the highway, which isn't really nice and just a litle noisy, but it didn't keep us awake at night at all and we knew beforehand that the hotel is located next to the highway, so...

It is true that the breakfast area is tiny and we didn't know about an outside patio. It was too cold to eat outside anyway. So I saw many people take breakfast up to their room, allthough we always managed to find an empty table. Breakfast was standard for an American budget hotel, nothing special, but I did appreciate the fresh fruit.

Staff was really friendly, we had a bit of a problem with a leaking toilet, but they immediately fixed that for us. You have to take the car to go out for dinner at night, but it only takes about 10 minutes to get to downtown Asheville, so that isn't so bad.

Brookstone Lodge is a clean hotel with nice rooms (free wifi, huge flatscreen tv, fridge and microwave,...) and a superfriendly staff. It really offers great value for money, and even the cheapest room is very comfortable. The only 'negative' thing is the location, next to the highway, out of town.

  • Stayed April 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank josiewitchgirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
asheman, MKTmanager at Brookstone Lodge, responded to this review, 27 April 2010
Thank you very much for writing a review of Brookstone Lodge! We are very pleased that you both enjoyed your stay with us and your stay in Asheville. We are glad that you found the staff to be friendly, and that they responded quickly to your leaky toilet. We do have a conference room right next to the breakfast area for a more quiet and intimate dining experience. We look forward to seeing you again real soon. Thanks again!
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Cumming, ga
Level 1 Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 11 April 2010

First the good news - this hotel was clean. That's it...

Now the rest - The first room we were given had a running toilet. The second room we were given had a lousy A/C system. Unless I set it to run on the highest setting - it would shut off - so we froze over night rather than having it stuffy. The second issue in this room was the bathroom door. It wasn't hung correctly so it had a gap which you could see through with the door closed. I had to tell my family to stay on the other end of the room if the door was closed for privacy sake. The beds & pillows were hard as rocks making for a not so good sleeping experience as well - which is the main reason for the hotel.
In addition, the breakfast room is way to small for the size of the hotel. It was impossible to navigate the area, never mind find a seat. Traveling with a youngster meant balancing your way through the line, then back to the room to eat. Guess in this case it's true you get what you pay for. I tried this hotel because of the reviews - next time I'll just go to the Holiday Inn select which I stayed at last year and had a great experience at.

  • Stayed April 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank speedy24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
asheman, MKTManager at Brookstone Lodge, responded to this review, 13 April 2010
Thank you very much for writing a review of Brookstone Lodge. We are very sorry that your experience did not exceed your expectations. We do provide softer pillows upon request, and we also have a conference room and outside patio to provide a quieter more intimate dining experience. Thanks again for writing a review of the lodge, and your reccomendations will be taken seriously.
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North Carolina
Level 2 Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 9 April 2010

We just returned from a four night stay at the Brookstone Lodge. We really enjoyed the breakfast each morning, the pool and the fitness room. Our room was very clean and comfortable - I slept well each night. The staff were all very friendly and gave us good advice on activities in Asheville. There are many restaurants nearby and each restaurant we ate at had really good food. I hope we can come back to the Brookstone Lodge again!

  • Stayed April 2010, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank awesomepossum2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
asheman, MKTmanager at Brookstone Lodge, responded to this review, 11 April 2010
Thank you very much for writing a review of Brookstone Lodge. We are so pleased that you had such a wondeful stay, and we greatly look forward to seeing you again soon. Because you enjoyed the restaurants so much, ask about the Asheville Food Tours next time you are in town! It's great!
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Sandbach, Cheshire
Level 3 Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 29 March 2010

We stayed two nights whilst on a touring holiday. As others have said Brookstone Lodge is clean, fairly new and competitively priced. It was in a great location for us being next to major roads and close to the Blue Ridge Parkway.
The hotel was clean and the reception staff were very friendly and helpful.
The breakfast was adequate with a reasonable choice but we disliked having to eat it with plastic knives, forks and spoons, something that we are not used to even in budget hotels in Europe.
It is an easy drive into Biltmore village for restaurants in the evening. We would have liked a food outlet for a decent evening meal closer to hand.

  • Stayed March 2010, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank JayBee60
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
asheman, MKTmanager at Brookstone Lodge, responded to this review, 31 March 2010
Thank you very much for writing a review of Brookstone Lodge! We are very pleased that you enjoyed your stay, and we hope to see you again soon. Just so you know there are a lot of really nice restaurants within 5 minutes of the hotel, and our staff would love to help you find one that fits your needs. Again, thank you for your review, and we will see you again next time!
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Florida
Level 3 Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 26 March 2010

We stayed here for a few days right after they opened. It is exactly as all the other reviewers have stated. New, clean, tastefully upgraded decor, close to everything, quite, very good assorted menu for free breakfast. affordable rates. It just can not be beat for the value . I forgot to mention there is an outside patio to enjoy. I love having my morning coffee (they have excellent coffee) outside soaking up that good mountain air. What more would you want? We are planing a family reunion this summer and hope to book it there. I have come to Asheville for many years to vacation and have yet to find a place to compare to Brookstone Lodge.

  • Stayed July 2009, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MollybudFlorida
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
asheman, MKTmanager at Brookstone Lodge, responded to this review, 29 March 2010
Thank you very much for writing a review of Brookstone Lodge. We are so pleased that you enjoyed your stay, and that you found us to be the best hotel in Asheville for value and quality. We hope to see you again soon! Thanks again!
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Destin, Florida
Level 3 Contributor
11 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 17 March 2010

My Mother, two Aunts and I stayed here for 3 nights during our visit to Asheville, NC. It was to celebrate my Mother's birthday with a "girl's trip" and to visit the Biltmore Estate. The hotel was conveniently located off the interstate and less than a 10 minute drive to the Biltmore Estate. The hotel appears to be pretty new and everything was immaculate. The room was spotless.

We reserved a room with two double beds and there was plenty of space for the four of us and all of our suit cases (remember - this is 4 women!). The beds had nice, luxurious comforters on them, higher quality linens and 3 fluffy pillows per bed plus a throw pillow. (I hate flat pillows.)

The room was nicely decorated and included a small refrigerator, microwave, coffee maker, cabinet storage, flat panel TV on the wall, chest of drawers, nightstand between the beds, couch with cocktail table, writing desk with desk chair, ironing board with iron, luggage stand and blackout drapes. The bathroom had a granite countertop and granite walls surrounding the tub and ceramic tile floor. It was maintained spotlessly our entire stay. The towels were large and of higher quality. Shampoo, cream rinse, body lotion and bath lotion were supplied. They also provided a blow dryer.

The facility included an indoor pool, spa/hot tub, workout gym and breakfast room where a hot breakfast was provided every morning. Breakfast included a large assortment of yogurts, cereal, muffins, bagels, pastries, sausage, biscuits, gravy, scrambled eggs and make-your-own waffles. They provided 4 types of juice drinks, milk, ice water and great coffee! Yes, the coffee was great! And they provided both caffinated and decaf.

The staff were the friendliest I've ever met -- providing excellent service and always anxious to assist in any way they could.

We took advantage of the spa/hot tub and pool. Towels were provided in the pool / spa area.

All rooms are interior entrance only, so security was great and they have 24 hour staff on site. They also had a security system with multiple cameras throughout the public areas in the hotel where the front desk could monitor. I honestly can't say enough good about the hotel, the service and the location.

We also got what I felt was a great rate for staying at such a nice hotel. I've stayed at more expensive hotels that were no where near this nice or clean. I checked out the pictures online prior to making my reservations and the pictures on their website are an accurate reflection of the property. Since the hotel is so conveniently located to the interstate, there may be a little noise from the highway. Our room faced the highway and it wasn't a problem. But if you think it might be, then just ask for a room on the building side away from the highway.

When I visit Asheville, NC again, this is where I will stay and I strongly recommend it to other travelers.

  • Stayed March 2010, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Missing_Water
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
asheman, MKTmanager at Brookstone Lodge, responded to this review, 20 March 2010
Thank you very much for taking time to write a very extensive review of Brookstone Lodge! We are so pleased that you had a wonderful experience, and we can't wait to have you visit with us again. Thank you once again for taking so much time to review our property.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Brookstone Lodge

Property: Brookstone Lodge
Address: 4 Roberts Rd, Asheville, NC 28803-8613
Region: United States > North Carolina > North Carolina Mountains > Asheville
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Swimming Pool Wheelchair access
Hotel Style:
#19 Business Hotel in Asheville
#20 Family Hotel in Asheville
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Brookstone Lodge 3*
Number of rooms: 73
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 
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Also Known As:
Brookstone Hotel Asheville

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