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“They canceled before we arrived !!! very unreliable hotel”

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The Residences at Biltmore
Ranked #22 of 66 Hotels in Asheville
Certificate of Excellence
Lima, Peru
Level 6 Contributor
382 reviews
72 hotel reviews
common_n_hotel_reviews_1bd8 170 helpful votes
“They canceled before we arrived !!! very unreliable hotel”
Reviewed 24 July 2011

I made our bookings way ahead our arrival, on March 2011, because we were going to travel from far away to drop and pick up our son in a summer camp.
However, 2 weeks prior our arrival I called and make a change in the number of days we were staying, received a new confirmation number with the corrected days of stay.
Just to be sure everything was in order, 1 week before our arrival, I called again and I was told that "someone" had canceled both our bookings. They didn´t bothered to write the name of the person who called or send a cancelation email. When I demanded an explanation they told me "maybe your husband called and you don´t know", what an absurd answer !, my husband didn´t even know where we will be staying. After that no email or communication with a more responsible answer, an apology or, at least, an offer to help us looking somewhere to stay. The really didn´t care and never took interest in helping us for THEIR mistake about a booking made 4 months ahead.

Really an unrealiable Hotel ! would never consider staying in a Hotel that treat their clients like that BEFORE their arrival !! Look for somewhere else to stay !

  • Stayed July 2011, travelled with family
    • Service
Helpful?
6 Thank patriciaDubai
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jen700Biltmore, Director of Sales at The Residences at Biltmore, responded to this review, 12 August 2011
Thank you for taking the time to share your experience. First, we apologize for the stress this situation caused you. However, based on all the email communication we have on file between you and our concierge team, I must say I question your explanation of the circumstances, beginning with the fact that you never “called” the hotel but rather communicated with us exclusively via email.

You did indeed make two reservations in March, one for July and one for August. In May, you contacted us via email referencing the July stay and asked us to shorten it. On July 12, you once again contacted us via email referencing the July stay and shortened it again. Then on July 14, you sent an email asking to cancel your reservation and signed it with your husband’s name, which incidentally is completely different than your last name that appears on your email address. You never mentioned that you had 2 reservations or which one you wanted cancelled. We therefore cancelled both reservations under your husband’s name.

On July 15, the following email exchange occurred between you and our concierge team:
• You sent an email asking for an additional room to be added to your existing reservation. It was not signed, there was no confirmation number given, and as mentioned above, the name in your email is totally different than what the reservations were under, being your husband’s name.
• We replied asking you to call the hotel directly to make these arrangements.
• You replied that you were outside the US and that if you had to call to make these changes you would just cancel the whole booking. You indicated that we have your details on file already and asked us to just make the change. Again, this email was not signed, there was no confirmation number given, and as previously mentioned the name in your email address is completely different than what the reservations were under.
• We replied apologizing saying that we could not find your reservation and asked if you could give us the last name or the confirmation number.
• That is when you gave us your husband’s name, indicating the reservation was under his name. You said that you needed 2 One Bedrooms or Studios on a given arrival date in August for 2 nights.
• At that point, we were then able to determine that the reservation had been cancelled. We replied to you as such, saying the reservation was cancelled on July 14 and it was originally only for one night on the said arrival date. However, we still had your information on file and we would be happy to set your reservations up to your specifications. We gave you the rate for the Studio and One Bedroom, and asked which you preferred.
• You replied asking us to cancel the reservation.
• We replied, that as we said before, the reservation was already cancelled and asked you to contact us if you would like to rebook, again apologizing for any confusion and miscommunication.
• You then replied saying you never cancelled anything along with a lengthy explanation of how upset you were. At this point, you finally mentioned that you had had 2 reservations and the July one was to have been cancelled but the August one was the one you had been referring to in this email exchange. You then demanded to know who cancelled the reservations. You thanked us for the offer to rebook but indicated that you would be staying at another hotel.
• Again, we replied apologizing for the confusion and miscommunication. We also explained that both reservations were cancelled on the same day by “your husband’s name” - withheld here for your privacy - as that is the name the email asking for the cancellation on July 14 was signed with.
• You replied that was not possible as he did not even know of the travel arrangements and again asked who cancelled your reservations.
• At that point, we did not reply any further as it seemed no matter what we said it was not going to assuage you at that point.

Thus, contrary to your review, we did apologize several times and did offer to rebook your reservation. We did not offer to find you accommodations elsewhere as you had indicated you had already found alternate hotels that you felt more confident in.

We will admit that when we received the email on July 14 asking us to cancel the reservation signed “your husband’s name” and discovered there were two under that name, we should have replied asking if you wanted both reservations under that name cancelled or just one, and if so, which one. For that we apologize, and we will be more careful in that regard in the future. We hope that you too will be more clear and concise with your hotel communications in the future. It is unfortunate that this situation occurred and we sincerely apologize for the role we played in the confusion. We would have liked the opportunity to rebook your reservation and welcome you as we feel confident you would have enjoyed your experience, as the vast majority of our other guests do.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (296)
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English first
Seattle, Washington
Level 6 Contributor
135 reviews
125 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed 18 July 2011

We stayed for two nights because of the pet-friendly policy, and everyone was very welcoming to both humans and pets. (Very friendly staff.)

The location is neither Biltmore Village nor Downtown, but it is a short drive from both places. The parking is also ample on-site, which is great considering how challenging it can be to park in Downtown Asheville at times! The grounds were very pretty - a good pet area, lovely pool and fire pit.

My only criticism was noise and our room allocation. You will hear the people staying above you - for a property that is very family-friendly, that could mean kids jumping around late at night and early in the morning. I would also request a room that doesn't face the main parking lot, as we could see everyone who walked by (and the dog was very tempted to bark!).

I would stay again - although I would request a unit on the top floor.

Room Tip: Request a room on the top floor.
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  • Stayed July 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
1 Thank anchmer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kansas City
Level 3 Contributor
19 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed 14 July 2011

The Residences at Biltmore is quite impressive. We stayed in a studio...well appointed with all the things needed when away from home. I would highly recommend it as it is off the beaten path, quiet, and a real deal.

  • Stayed July 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank tallyho67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Atlanta, Georgia
Level 1 Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 14 July 2011

The beds are hard as rocks, if you like a hard bed, you will love this place.
Everything else is fantastic, room size, service, staff, facilities, location, etc. I had to weigh in because they would be booked all the time, if they'd spend some money and get some decent mattresses. Very strange for such a great place. I'm not returning until I hear that they've done that.

Room Tip: Ask for a top floor, hardwood floors above can be a bit noisy, at times.
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  • Stayed August 2010, travelled on business
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank freqbiztravler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philadelphia, Pennsylvania
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 12 July 2011

My husband and I found this gem of a hotel on the internet and fell in love with it. We had our own studio apartment with a kitchen and washer and dryer, which came in very handy. The apt. was spotless, comfortable and decorated beautifully. The pool had a hot tub, which was great after a day of touring. The best part was that the people running the hotel were so helpful. They booked reservations for us, planned our days and gave us all the directions we needed. I cannot say enough wonderful things about the Residences at Biltmore!

  • Stayed July 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
2 Thank heyteach57
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roanoke, Virginia
Level 5 Contributor
59 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 12 July 2011

Loved the 2 separate rooms. Well laid out. Kitchen was user friendly. King bed was comfortable and the room was quiet. Breakfast was well maintained with a good variety. Easy access from hotel to local sites. All rooms have inside access. Found this gem on trip advisor.

  • Stayed July 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank 2travelforever
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level 3 Contributor
11 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 10 July 2011

I have stayed here once before and came back for more. We loved everything about it except maybe the cost. But even that we were willing to work with for the abundant luxury and cleanliness we got. The pool area was lovely and welcome and we took full advantage.

The only criticism is that the pool isn't open til 11, to take a night swim after a lively dinner in Asheville. 10 is just too early.

  • Stayed July 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Janaann
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Residences at Biltmore

Property: The Residences at Biltmore
Address: 700 Biltmore Avenue, Asheville, NC 28803-2591
Region: United States > North Carolina > North Carolina Mountains > Asheville
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Suites Swimming Pool Wheelchair access
Hotel Style:
#12 Romantic Hotel in Asheville
#13 Family Hotel in Asheville
#25 Business Hotel in Asheville
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — The Residences at Biltmore 3.5*
Number of rooms: 110
Official Description (provided by the hotel):
The Residences at Biltmore is an all-suite luxury hotel located in Asheville, North Carolina. This beautiful hotel is set on top of a hill surrounded by timeworn hardwood trees, just outside the gates of the Biltmore Estate in South Asheville. Convenient to Asheville and all of the most sought-after tourism destinations, restaurants and shopping, The Residences at Biltmore is the perfect accommodation for nearly any occasion. Whether you are looking for a unique family vacation destination, a weekend retreat with friends, a romantic mountain getaway or an outdoor adventure, it is the perfect place to enjoy the tranquility of the mountains of North Carolina. Guests may select from Studio, One, Two, and Three Bedroom luxury suites depending on their individual needs. Designed to create a unique "home suite home" experience, each suite features flat-screen televisions, designer bed linens, whirlpool baths, gas fireplaces, private balconies and full kitchens. The on-site health and fitness center is equipped with state-of-the-art fitness equipment, and our outdoor recreation area contains a seasonally heated pool, hot tub and fire pit. Our exclusive concierge service can help with anything you need throughout the duration of your stay, from arranging transportation services, babysitting, pet-sitting, dry cleaning, gift delivery and grocery shopping to making restaurant reservations, salon and spa appointments or golf tee times. We also offer in-room massage therapy services so guests can experience pampering and relaxation without leaving the comfort of their suite. ... more   less 
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Also Known As:
The Residences At Biltmore Hotel Asheville
Residences At Biltmore Asheville
Residences At Biltmore Hotel Asheville

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