DoubleTree by Hilton Asheville Downtown — Hotel in Asheville

upon arrival after tipping the valet 10 dollars, neither one of the guys help us get our bags, or a luggage cart. When checking in at the exact check in time at 3pm. The lady informed us that, they didn’t have us arriving until the following day… I opened my email an confirmed to the lady that my dates were correct and had been paid for over a month prior to our arrival… but the best part!!! She informed us that the hotel was full and that we didn’t have accommodations after driving five hours from Raleigh. After a bit, she said there was one room left but it only had one bed. Then informed me that it was okay the couch pulled out. Paying a price of 335 dollars a night. It wasn’t acceptable. But it was our only option.

Get to room, with one bed, handicapped accessible which wasn’t offered as potential knowledge of our unexpected but now only option.

Called and verified with capital one about the payment and the reservation. My capital one representative called the hotel, which in turn was informed that they, the hotel, had made the mistake. Wake up after the first night and ask if our room would be available for us to be in the room we paid 335 dollars for. Look on line…. The same exact room is going for 219…

Go to breakfast come back to the hotel and ask for keys to the room we actually reserved months in advance and apparently over paid…. Were told that upon returning from brunch, our room would be ready and that someone would be on hand to help us move our things. The young man at the front desk informed me that, “excuse me miss but check in isn’t until 3”. Then as we are trying to fix the problem, the other young lady decides to interrupt and ask about house cleaning.

I responded with can you please just let us fix this problem, when the young gentleman informed me that he could “multitask”.

Got our room keys, moved all of our belongings, with no help or even an offer of help from any staff member. With no apology no offering to even validate our parking.

Absolutely the worst customer service I have ever experienced. We are supposed to stay here tonight but just going to leave and go stay at the grove park for what we spend for two nights at this highly over rated experience….

Also the restaurant bar doesn’t open until five…. And the free cookies are filled with nuts. So watch out for that If you have kids that...

UNPROFESSIONAL STAFF - TERRIBLE CUSTOMER SERVICE I am writing to express my profound disappointment regarding my recent stay at your establishment during the Thanksgiving holiday. My family and I have been loyal patrons in the past, but this experience has left us deeply unsatisfied.

The primary issue revolves around the unacceptable behavior exhibited by two members of your staff, (MICHELLE) and (NATALIE). I feel compelled to bring this matter to your attention as it significantly marred what should have been a pleasant holiday retreat.

(Michelle) displayed a shocking level of unprofessionalism during our interaction. Not only was she unfriendly and rude, but her handling of a parking inquiry was particularly egregious. Despite claiming to be a manager, she offered no assistance or explanation, delivering her responses with a disconcerting tone. Furthermore, her sarcastic response when questioned about her title only added to the already inappropriate nature of the encounter.

Equally troubling was our interaction with (Natalie) at the front desk. Her customer service was not only unacceptable but bordered on disrespectful. Upon my mother's request for an itemized receipt, (Natalie) was consistently discourteous, failing to provide the necessary documentation and mumbling under her breath. Her sardonic tone further exacerbated the situation, and her overall demeanor left a lasting negative impression.

As a loyal Hilton Rewards Member, this experience was undoubtedly one of the worst we have encountered. Despite our request for corporate contact information, both (Michelle) and (Natalie) refused to provide it. Rest assured, we will be reaching out to Hilton Corporate Office in McLean, Virginia to ensure our concerns are addressed appropriately.

We are deeply disappointed by this experience, especially considering our positive past stays. Regrettably, we will not be returning to your establishment in the future. We eagerly anticipate the opening of the Embassy Suites for our future stays, confident that it will offer a more positive and professional environment.

Thank you for your attention to this matter, and we hope that steps will be taken to address the conduct of your staff to prevent such incidents from occurring...

PLEASE READ THIS REVIEW SO THAT YOU DON’T END UP MAKING THE SAME MISTAKE THAT I DID!!

The Doubletree by Hilton Asheville Downtown should be avoided at all costs. This property is marketed as a 4 star upscale premium option that is roughly 2x-3x the cost of other properties in the area however this couldn’t be further from the truth. Sadly I wasted my money and ruined my anniversary by booking an “upgraded corner King suite with city view”. As many others have mentioned in their reviews, upon check in I discovered what that meant. My “city view” was the bustling highway right outside my window. The only “mountain” that immediately jumped out to me was that of the garbage pile outside of the visible buildings that could clearly be seen from my illustrious view. To surmise the underwhelmingness of this room My wife’s reaction upon taking it in on our special day was “Oh.”. Needless to say I went down to the front desk to attempt to communicate my displeasure in as subtle and tactful manner as possible. I was greeted by Tracy Owens the front desk manager who informed me that due to me booking via a third party (my credit card companies travel rewards program) that there was nothing he could do. The fact that I had booked via a third party was mentioned at minimum 5 times. Please be aware that apparently that makes you less of a valued customer to Hilton. As far as other negatives, as others have mentioned, there is a construction site on the other side of the property which will undoubtedly lead to an even inferior “view” and the undisclosed charge for parking is $16. Also please be prepared to be turned away from their rooftop restaurant unless you have made reservations. After fees and taxes I can tell you that I have learned a $300 plus lesson, which is to be far more selective about where I stay and absolutely read and trust the critical reviews posted by others. This property should be in the 2.5 star range and priced accordingly as opposed to being marketed as an upscale premium experience. I would expect FAR better customer service from a HILTON property, sadly, you will not...