Courtyard by Marriott Asheville Biltmore Village — Hotel in Asheville

The Bad

A/C: Very noisy, as in can keep you up all night noisy even with a sound machine.

Shower: The shower does not have a complete pane of glass like a traditional shower, half of the glass is literally missing. This leds to a constant uncomfortable cool air during warm showers. Which led to making the shower warmer than usual to compensate and then this leads to a hotter/uncomfortable sleep if taking a shower at night. The floor is slippery and at an incline, which is not very safe.

Bed: The bed is very firm and due to the sheets/blankets either keep you to cold or to hot. If you are light to medium sleeper, this will wake you up constantly throughout the night to adjust accordingly.

Pillow: There is a "feather" pillow and a foam/filling substitute pillow, both will immediately be flat.

Noise: Even when requested to get a quiet room, I was given a street facing room which is very noisy. The glass is double paned, but when the Street-light constantly backs up traffic one way and the other way is hill, the noise is constant. Very large train system nearby that also adds to the noise.

Room: There is no safe, very little drawers for storing clothing and other items. The lighting switches are controlled by a master switch and another switch right next to them and each light has it's own switch. This combination leads to unnecessary flipping of many switches to get something that would work for your liking.

Furniture: The loveseat is very awkward, the backing is not 90 degrees like most love seats but actually requires you to lean uncomfortably backwards.

T.V. Remote: The remote is extremely sluggish and very unresponsive, simply navigating the guide is a chore. Unable to adjust the tv settings, so everything has the "soap-opera" effect.

Bathroom: Per usual the toilet paper is negative ply. Towels are medium to rough feeling.

Service Requests: I requested to get an additional memory foam topper for my bed due to the firmness, and I wanted the A/C to be looked out due to the noise. The hotel was very responsive, but the implementation was lacking. They actually put my comforter under the fitted bed sheet as my memory foam topper(btw they do have memory toppers I was just asking for an additional one) and the A/C was not looked at or was not fixed as the same loud noises continued.

Room Door: There is a quite a bit of light that seeps through the bottom, also due to the way the doors are made, it also locks very harshly(loudly) for you and your neighbors.

The Good

Bathroom: The Bodywash is doesn't dry out your skin immediately like most hotels.

T.V. Mount: The T.V. is placed in an awkward position in the king guest room, but this mount allows full adjustment, which is great.

Room Service: Very attention oriented, non-obtrusive, completed at appropriate times.

Observations

Fridge: It is not straight-forward as it should be, there are two settings quick chill and snooze, the quick chill cools quickly for 2 hours, and the snooze sleeps for 8 hours. These are great options as a hotel owner but for a guest it is very confusing. We just want our fridge to work always, and with those 2 descriptions above, it is not known to the guest what happens when neither of those options are selected. After my own research it will work normally when neither is pressed. This should be clearly labled. As the feeling of the fridge itself was not clear if it is on or not.

Curtains: There is a "blackout" type of curtain and a liner curtain in front this can cover the entire window, but as the curtains do not curve toward the window to encapsulate the light, there will be one end that quite a bit of light that seeps through.

Night Stands: They are quite small and one is entirely taken up by a corded phone.

View: The street facing view has gorgeous vistas of mountains but is hampered by a salvage yard and ill maintained/abandoned buildings throughout.

General: If the item or topic was not mentioned, it is standard hotel affair and nothing...

This is mainly regarding the terrible service received from the staff on duty. My husband called a little after 8:30pm to get a room on hold for my sister and I prior to our arrival from transferring our father into Mission hospital emergency. When we finally got to the hotel at 2:30am, the front desk clerk walks off towards the back as we're approaching the double doors. Once at the doors, they were locked and the front desk person is no where to be found. We rang the door bell, called, knocked and banged to make sure she heard and was aware we were in fact trying to come in. We stood there for at least 5 minutes. When she finally got back she (Raya) wasn't even friendly, better yet profesional. Not a greet, not a smile and almost as if we were a bother this early. I explained that my husband called in and she looked and said she didn't see anything.. asked her to check again and nothing. CALLED & WOKE my husband at now 2:30 in the morning to make sure we were at the right place. He told me they took notes with his info, the amount, etc. She moved a small group of papers in a box (DIDN'T ACTUALLY READ THEM) and said nope... So my sister and I just went ahead & did a new checkout. She says $134 I ask if we get a hospital discount, she QUICKLY says no even though my husband had told me something about a discount.. after charging my card, she hands me the keys rudely with "there you go". No directions to where the rooms were. Down the hall? 1st floor, second floor? Check out? NOTHING. My sister then purchases snacks AND CLEARLY SEES THE NOTE WITH MY HUSBANDS NAME, THE DAY, AMOUNT FOR $99, EVERYTHING.. RAYA'S RESPONSE.... "Well".. I then tell her she will credit the $134 and charge me the correct amount discussed and she had said something and CUSSED at us! My sister immediately addressed and asked why she felt the need to cuss and she was like you were rude. Lord knows I could have come unglued but didn't! Instead I THOUGHT - NO RAYA!! DROVE 2 HOURS TO BE HERE FOR OUR 84 YEAR OLD DAD WHO WE ARE NOW TOLD HAS HEART FAILURE AND LIQUID IN HIS LUNGS.. PLEASE DO YOUR JOB RIGHT AND PROVIDE US WITH WELCOMING, EFFICIENT & ACCURATE CUSTOMER SERVICE AT 2:30 IN THE MORNING! Needless to say, we got her manager's card and will complain that something needs to be done with her.. and we clearly let her know that call would be made.. Her response... "I've been here 3 years, whatever I'm not going anywhere". I've done customer service all my life, to include retail and banking from teller to branch manager with over 18 years experience there alone... her behavior was beyond poor and to be the face of the hotel even worse. Her hair looking as if it's not been combed, faded green dye and dirty brown under her fingernails... Management, take a look at who you have checking people in especially based on your location. If they can't look decent, be pleasant, EMPATHETIC and polite regardless how she may have felt, then she's getting paid NOT TO DO WHAT I'M ASSUMING YOU HIRED AND TRAINED HER FOR... RETRAIN OR REMOVE, BECAUSE RAYA JUST MADE YA'LL LOOK BAD, MADE US FEEL UNWELCOMED AND NEGATIVE WORD OF MOUTH...

Marriott's website doesn't allow everyone to review; only if they are sent a Guest Satisfaction Survey. I find that a curious way to avoid bad reviews landing on their official site.

My wife and I stayed here for 2 nights in April -- a Saturday-Monday trip.

First night: loud music from guests on the patio until 1:45am. When I called the front desk at 12:50-1am the lady who answered said "Oh, I hadn't noticed, I was doing something in the back" -- despite the fact this had been going on for hours. Result: awful night of sleep.

We were asked in the morning how our night was. I informed Harry at the front desk about the noise and, as you can see in the attached photo, a previous guest's washcloth was left hanging from the shower bar.

He excused the noise from the patio as "Oh well there's a wedding party staying here" -- I am not in the wedding party and still used my points to stay here, why do I care that there's a wedding party? Does that give them an excuse to keep the whole hotel awake until the wee hours of the morning?

The washcloth he looked aghast about, wrote it down and said he would take care of it while we were out for the day.

We returned late in the evening to, you guessed it, the same washcloth hanging in the same spot. I have no doubt Harry told housekeeping to take care of it, but they didn't, and he didn't check to make sure it was settled.

The next morning upon checkout I showed him the below photo, and again to his credit he looked aghast at it. We were already packed up and he offered to serve breakfast -- we declined as we just wanted to get out of there.

And a last odd note -- he said since we paid with points, they couldn't give us a refund or partial refund/discount. If we had paid with cash/card it would have been possible. Apparently using Marriott points means they can give you whatever service they like and you have zero recourse.

The room itself was fine, the bathroom aside from the washcloth was fine, but our experience was...