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“Could have been better”

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Holiday Inn-Asheville Biltmore West
Ranked #33 of 66 Hotels in Asheville
Wilson, North Carolina
Level 3 Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
“Could have been better”
Reviewed 28 May 2014

My husband and I stayed at this hotel for one night on our way to Tennessee in May of this year. We arrived about 10:30pm that night. Because of our late arrival, I was told by the lady at the front desk that they only had one king bed room left. It was on the first floor, just outside the lobby. We were very tired since we had been driving several hours. The way the hotel is designed, the rooms are just off the lobby...if you open the curtain in your room, you are literally looking into the lobby...this is very interesting if you are on the first floor! There is also an indoor pool in the lobby as well. There was a crowd of people outside our room in the lobby watching tv and being rather loud. I called the front desk. The front desk lady was not very nice, but she said that she was on her way out to the lobby to have the people quiet down. After which, the noise went away...however, we were awakened in the morning early because our room was straight across from the housekeeping station. All of the maids were outside talking rather loudly for that time of morning. If we had been in a different location, on a different floor, we may would have had a better stay. The rooms were fine, but if you are planning to stay here, make sure you request a room on a higher floor and preferably not overlooking the lobby. Also, there is no free breakfast at this hotel. However, the hotel is just right off I-40.

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank TravelGirl0517
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rayna L, Manager at Holiday Inn-Asheville Biltmore West, responded to this review, 3 June 2014
Hello,

Thank you for taking the time to let us know about your recent stay as our guest. We are sorry to hear that you experience some inconveniences during your time with us, as we always want our guests to feel relaxed and comfortable during their stay. Your comments have been passed on to the staff to ensure these issues are not repeated. We hope you will consider us again when visiting Asheville, as we would love an opportunity to ensure you have a more pleasant experience next time.
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484 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (110)
Date | Rating
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English first
Houston, Texas
Level 6 Contributor
107 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed 16 May 2014

This hotel would be five stars if the guy at the front desk wasn't rude. His name was Tom. Then they put us in a smoking one after we reserved a nonsmoking. The breakfast was very good though. Cleaning could be better and pool was nasty.

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank jurssica
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rayna L, Manager at Holiday Inn-Asheville Biltmore West, responded to this review, 25 May 2014
Hello,

Thank you for letting us know about your stay. We are sorry to hear that you did not have a pleasant experience with our front desk agent, and we do thank you for bringing that to our attention.
We hope this experience will not deter you from returning in the future, as we would greatly value an opportunity to provide you with a better experience next time.
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Pittsburgh
Level 4 Contributor
27 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 10 May 2014

Took a two day stop over at this hotel and the staff was great. Every employee at the hotel showed true hospitality and treated guest with kindness. Pool and jacuzzi were nice and very convenient. Rooms were cleaned and well maintained even-though the hotel is starting to shows its age. Great stay. Only issue I had was the clerk would not give me a receipt when I checked out showing a zero balance saying it was against s hotel policy? Also maybe put the cleaning carts in a better place instead of the hall way. Over all though I would recommend this hotel

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank USMCMSGTRET
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rayna L, Manager at Holiday Inn-Asheville Biltmore West, responded to this review, 25 May 2014
Hello,

Thank you for taking the time to let us know how much you enjoyed your stay! We do apologize for the issue at the front desk. Thank you for bringing that to our attention- we will inform the front desk of the error to ensure it does not happen again. And thank you for the suggestion regarding the housekeeping carts. This is an issue we are looking into.

We wish you safe travels, and hope to see you again soon!
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Ohio
Level 4 Contributor
34 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 6 May 2014

We arrived on Friday, room was a standard room, it was ok, neat and clean. No complaints in that respect. The young lady who checked us in was very pleasant. Checked us in quickly. We noticed, on the way to the room, that the elevator stopped on the 3rd floor. I thought maybe someone had hit it on their way out - but no, it was that way EVERY time we got on the elevator. We had to wait, and wait, and wait for the elevator. Trying to be nice we decided to tell the front desk the next day, thinking maybe they were not aware. When the gentleman I was with told the man at the front desk - the man literally rolled his eyes and said "we have two other elevators".
No "thank you we will check into it" - just the eyeroll and told us to use other elevators (that we didn't even know where they were). We tried to brush this off, but on our last evening there when we returned to the room the TV would not work....we checked everything, I called the front desk and guess who answered? Yep, Mr. Eyeroller. He told me to unplug it and plug it back in after 10 seconds that "Sometimes that helps"...it didn't. I asked him if they could send someone from maintenance and was told "Well, I guess I could call them but they are probably gone for the day and well.." I told him to forget it and hung up. The other employees in the grill/bar were very friendly, the housekeepers were friendly - this guy has issues. Not sure he understands the concept of customer service. Again, the hotel was ok - nothing special but not bad...

  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Moontatt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn-Asheville Biltmore West, responded to this review, 23 May 2014
Dear Moontatt,

Thank you for staying with us on your recent visit and for taking the time to write about your recent experience at our hotel. We strive to accommodate all of our guests and their needs and I’m disappointed that we did not meet your expectations. We are sorry you were not satisfied with the service you received from our staff. We take all reviews positive and negative very seriously, and your feedback will help us improve for our next guest or your next visit.

Thank you for staying with us, and we hope to have an opportunity to serve you again.

Sincerely,

Ferdinand G
Case Manager
IHGCare
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Kenly, North Carolina
Level 2 Contributor
5 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 5 May 2014 via mobile

My husband and I stayed here overnight on the last day of our vacation. The rooms were clean and bed was comfy! The only suggestion would be to avoid putting guests on first floor past the pool. All the housekeeping carts were lined up down the hall, which made it difficult to manage with a luggage cart. I know the hotel was not full because the parking lot was nearly empty. Also this particular hall smelled of smoke from cigarettes. However, we had a great night sleep and everything inside our room was satisfactory. Would definitely stay here again.

Stayed May 2014, travelled as a couple
Helpful?
1 Thank R0b1nc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rayna L, Manager at Holiday Inn-Asheville Biltmore West, responded to this review, 25 May 2014
Hello,

Thank you for taking the time to let us know how pleased you were during your stay with us! We are thrilled to hear that you would like to stay with us again.

We do apologize for the inconvenience of navigating around the housekeeper's carts. During your next visit, if you would like a specific floor, or help with your bags, our staff will be happy to accommodate you in any way we can.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reading, Pennsylvania
Level 4 Contributor
28 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 30 April 2014

Pros: comfortable, clean rooms; friendly front-desk staff (went out of their way to help me get business materials to my room that were shipped to them ahead of time); beautiful pool and hot-tub area - very clean and comfortable temperatures; lovely lobby/bar/restaurant area perfect for a nice quiet conversation or escape from your room. Some rooms have balconies overlooking the indoor pool (high-ceiling atrium style lobby/pool area). This hotel has made some recent upgrades and they have done a very nice job. I have stayed here before, and I will do so again.
Cons: none (just be aware that breakfast is not complimentary, which should not surprise anyone because they don't advertise a free breakfast. It is a Holiday Inn...not an HI Express.)

Room Tip: No such thing as a bad one. They have all been good so far.
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  • Stayed April 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Djmknaugle
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rayna L, Manager at Holiday Inn-Asheville Biltmore West, responded to this review, 2 May 2014
Hello Djmknaugle,

Thank you for taking the time to let us know how pleased you were during your stay with us! We are thrilled to hear that you found our atmosphere and staff welcoming and accommodating. We will pass on your comments to let everyone know to keep up the good work.
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Clearwater, Florida
Level 4 Contributor
35 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 28 April 2014

We stayed at this motel Apr. 12-15. Our stay was just OK. WE have stayed at this motel before, primarily because of the indoor pool and hot tub. We did not use their dining area, wish that they had complimentary breakfast. Had trouble with TV reception and we could not get WiFi connection with our smart phones. Staff at check in and out were okay, not very friendly. Their was some sort of a loud band reception for a local Judge when we checked in, it was very loud, thankfully they stopped at 10ish. The room was comfortable enough. This motel, needs a little updating, it appeared as if they did replace some carpet in the interior hall ways.

Room Tip: I rated the Breakfast TERRIBLE because it is NOT complimentary, we had to seek breakfast else where...
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank petite3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rayna L, Manager at Holiday Inn-Asheville Biltmore West, responded to this review, 2 May 2014
Hello Petite3,

Thank you for taking the time to let us know about your experience during your stay with us. We are sorry to hear that we fell short of your expectations this time. Thank you for bringing these issues to our attention, as we value this type of feedback to let us know how to better deliver a great experience to all of our guests. We are sorry to hear that you rated our breakfast as terrible because it was not complimentary. We do offer a full service breakfast buffet as well as an extensive made-to-order breakfast menu.

We hope your experience will not deter you from returning as our guest in the future, as we would love an opportunity to give you a better experience next time.
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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 Holiday Inn-Asheville Biltmore West

Property: Holiday Inn-Asheville Biltmore West
Address: 435 Smokey Park Hwy, Asheville, NC 28806-1028
Phone Number:
Region: United States > North Carolina > North Carolina Mountains > Asheville
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#25 Family Hotel in Asheville
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Holiday Inn-Asheville Biltmore West 3*
Number of rooms: 156
Official Description (provided by the hotel):
Escape to the Mountains at Our Asheville, NC Hotel Come stay at the new Holiday Inn Hotel Asheville - Biltmore West and rediscover yourself in the Blue Ridge Mountains. Our hotel in Asheville is a place of relaxation and rejuvenation near the popular downtown area and just 11 miles from the Asheville Regional Airport (AVL). While lodging in Asheville, hotel guests will find many attractions nearby, such as the lovely Biltmore Estate, NC Arboretum and the arts district of downtown Asheville. Our hotel is also located near the Blue Ridge Parkway and Chimney Rock State Park, so you can experience the majestic Blue Ridge Mountains and discover waterfalls, hiking trails and rustic stops beyond the city limits of Asheville. Lodging in our hotel also provides business travelers with an ideal location near Thermo Fisher Scientific, First Step Farms, Slosman Corporation and other businesses in Asheville. Our accommodations offer over 4,700 square feet of flexible meeting space and a convenient on-site business center. We go beyond ordinary Asheville hotels to offer premium services like guaranteed wake-up calls, a breakfast bar, a fitness center and free high-speed, wireless Internet access. You can take a dip in our heated, indoor/outdoor pool and unwind with dinner and drinks at 435 Grill. We invite you to discover exceptional comfort at the Holiday Inn Hotel Asheville - Biltmore West. ... more   less 
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Also Known As:
Holiday Inn-Asheville Biltmore West Hotel Asheville
Asheville Holiday Inn

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