DoubleTree by Hilton Hotel Asheville - Biltmore — Hotel in Asheville

We stayed at the DoubleTree by Hilton because of the price through my husband's employment. We had a king size suite and liked that there was a separate living space for my husband as he gets up early to watch the news. Our friends stayed at the Omni Grove a beautiful place but they were spending 3 times what we paid per night for a smaller room. |||Lets start with the negatives and end on the positives with DoubleTree by Hilton in Ashville Biltmore. |||- The AC unit is dated and loudly ran non stop and did not cool off the room properly. It needs to be replaced. I assume the entire building needs a proper updating of HVAC equipment. This bothered my husband who kept trying to adjust the unit which was either too cold or too hot but never just right. Poor design having a unit in the bedroom part of the suite. ||-The hotel is attached to a TGIF that looked a bit dirty from the street. The front appearance was not as pretty as the photo shown in tripadvisor or their ad||-The rooms felt dirty. My husband walked on the carpeted floor and his white socks were brown after a few minutes. This probably upset me the most. That we had a floor that was dirty. Was everything else dirty too? They need to shampoo the rugs. We almost checked out because I was struggling with feeling like this was too dirty for us to stay. ||-The sofa in the living space was uncomfortable and terribly old. Maybe the cushions need to be replaces. I could not sit here for even 10 min. too uncomfortable. ||- The elevator had leaves and debris on the floor the entire time we stayed. I could not believe that this was not vacuumed daily. We arrived on a Monday and checked out on a Thursday. Never swept or removed. ||-Pillows were terrible and this was the first Hilton we have had terrible pillows|||Now to the positives...||EXCELLENT price. And sometimes I need to keep it in perspective. We were not paying $600 a night so I need to accept that the space maybe more dated or not as new as I hoped. Our stay here was only to sleep as our days were busy hiking, touring the Biltmore and visiting restaurants. Our plan was not to stay in the room all day only to sleep in. ||-Front desk employees were Friendly, Welcoming and Helpful. They happily explained directions, suggestions and were the epitome of kindness. ||-We were allowed to check in early. ||-Water pressure fantastic. The temperature and pressure were A+||- Towels were fluffy and plentiful.||-Silent! The room was silent except for the annoying AC unit. We never heard a person above below or next door. We heard NOTHING the entire stay. Peaceful. ||-Bathroom was immaculate. Very Very clean and even a sweet flower was made with the tissue paper. Clearly the maids focused on what they could do to keep the room clean. And they cleaned this perfectly every day. ||-A little coffee machine in the room and you could buy milk downstairs in the lobby. The room had a little refrigerator that worked nicely. There was bottled water in the room. ||-The lobby had a nice assortment of snacks, soda, juice, wine, cheese, breakfast items. ||-There was free coffee and muffins but I never ate the muffins. And their signature warm cookie. ||- The room felt safe at night. ||-Parking was easy and well lit. Thankfully there was a street light to exit the hotel parking to the main street because traffic was a bit unexpected. Apparently Asheville is growing and the traffic was heavy but having a light to leave the hotel made it easy to enter or exit. These things matter when you are a visitor to a new city. ||-The location of the hotel was wonderful. Easy to get to downtown but not so close you have to deal with chaos. You could probably walk to town but we did not. There is a fresh market about 4 miles away and CVS nearby too. |||Overall our experience was nicely average. |||Highly recommend going to the Biltmore the day before you tour to get the lay of the land. Park and visit the gardens or hike the trails the day before your official tour. Skip the behind the scenes tour of the Biltmore. Figure out where to park to get to your tour on time. Lunch at the Biltmore was ecellent. ||We had a delicious lunch one day at the Fig another time at we ate at the White Duck Tacos place. Not nearly as lovely as the fig but a great meal. We had an outstanding dinner at the Curate...

So many issues and we've only been here a few hours. To start we receive 2 crunchy cookies. They are supposed to be warm and soft but the were either over cooked or left in the warmer all day. Not the standard cookie most double trees have. Rooms are very worn out and in desperate need of an update. House keeping did an awful job. First off, cleaning the bathroom is important. The front of the sink cabinetry is super dirty and looks disgusting. The kleenex had the standard fluffy ball on top but it was made.with the orange colored tissue paper which means the box is empty. We had to go down and ask for a box. Then one of the hand towels was obviously dirty and we only had 2 towels. So a other trip to the front desk. Then there was zero shampoo in the big wall mounted bottle. Another trip down to the front desk. There is a hole in the shower wall above the shower valve so you know water gets behind the shower wall and creates mold. Next, the bathroom vent doesn't draw air out so everything in the bathroom is damp from the steam and the ceiling is literally dripping when the next person goes to shower. Unfortunately we are here for 2 nights and I used up all my Hilton points to stay here. Had it not been for the points issue, I would be checking out tomorrow morning and finding somewhere else to stay tomorrow. Oh, and this hotel has a little public courtyard in the middle but I asked what was going on out there and was told a private company was having a meeting and that they were using it. So apparently it's off limits as well. And the Fridays attached to this hotel has no air-conditioning, just a big commercial fan blowing around warm air, so that was less than desirable. I'll update tomorrow. This morning... the hairdryer in the room is covered in tape residue or something. It has white residue and is also dirty. Breakfast was sadly disappointing. The cinnamon rolls were so stale that they couldn't be cut with a fork. We could tell immediately just by removing it with the provided tongs. But we thought maybe that was just the edge of the cinnamon roll but nope, entire thing. So we went by the front desk to try the cookie situation again. This time one undercooked cookie and another hard crunchy cookies, wth? Update on day 2... shower tub is clogged. They "fixed" the hole in the shower by sliding up the backplate, which slid right back down as soon as we took a shower. And they decided to give us an extra box of kleenex since it's now not needed since we already went and picked it up from the front desk. House Keeping even took the nasty hair dry and put it back in the little bag and back on the shelf so the next guest can be grossed out. Never mind that they saw we went and purchased our own because there's is so gross. Even the room chair looks to be 20 years old and worn out. Just overall bad conditions here that they seem to find acceptable. Most guest find them unacceptable. Cheap hotel. Shouldn't be a Double Tree. Final update. Yesterday we responded to the text of how's our room? To which they attempted to make some items better. This morning I Spoke to the GM about all the issues. She was very receptive to listening and understanding. Stated that there were new staff and head house keeper. Stated that the issues with that room would be corrected. Also was told a remodeled is scheduled for 2nd half of next year. Hopefully...

First I’ll give the positives this hotel. The property was clean, the grounds were well maintained and for the purpose of our stay it was in a good location. Also I did not book this hotel. It was booked for me through a family member.

My issue with it was for the price I paid to stay two nights I thought I was going to get a premium experience. I did not. The room was very plain with only the very basic of .amenities. While clean it had a worn feel to it. If you looked around this looked like an older property. There was nothing in the whole building that said premium about it. I’ve stayed in better properties going down the interstate.

The only dining options were they opened a small dining room for breakfast which I felt opened an hour too late to be of use and as far as I could see from the tables I walked by you got 3 options for breakfast that were not included with the price of your room. In the afternoon and evening you could dine in the attached Friday’s restaurant which was similarly run down and frankly smelled of stale grease.

As for the staff they seemed helpful but generally weren’t very outgoing. Housekeeping was the one positive of this hotel but front desk was underwhelming. When I checked out and after paying almost $800 for a two night stay the clerk didn’t even ask how my stay was. She just printed my receipt and threw it across the counter at me. Didn’t even get a thank you for staying with us.

As I walked to my car in the parking lot I looked at the Hampton next door and really really wished I had stayed there. At least if the room and service had been bad there I would have still gotten a free waffle in the morning instead of having to walk half a mile down the street to the McDonalds in Biltmore Village.

This is a follow up to my original review. I was contacted by the hotel and given a number to call to address my concerns. While I gave the property a 3 star rating, and I still stand by that, I have to give the person I spoke to about the issues 5 Stars for her customer service skills and professionalism. She listened and acknowledged my issues, apologized for the inconvenience, assured me that they would take steps to do better in the future, and even offered compensation to make things right. This is very rare today and impressed me greatly. I feel management at this property are really trying hard to give their guest the best experience possible and when it falls short they don’t make excuses. They own it. Again very rare today. For that reason I would give them another chance at my business. And to the Double Tree thank you...