Renaissance Asheville Downtown Hotel — Hotel in Asheville

Let me start by saying that my stay here is not finished just yet, but I feel the need to leave a review based on my experience so far. I will update if anything I say next, changes although I have been here for almost 3 weeks now, and I don’t foresee any changes in my experience.

I will forever be indebted to The Renaissance Hotel. My room (basement apartment) in Fairview, had been flooded out during Hurricane Helene. I lost all a hefty portion of my belongings and after an already chaotic and stressful beginning of the year, the hurricane and the loss that it brought with it, was the cherry on top of what already felt like a never-ending streak of bad luck. From the moment I arrived at The Renaissance Hotel, I was treated with compassion and understanding. The staff went above and beyond to make me feel at home during one of the most challenging times in my life. They provided a clean, comfortable room and while I was in a position of NEED, I wasn’t expecting any special treatment or even the typical quality of stay, that one would receive on say, a vacation stay, yet I received exactly what I didn’t expect— unbiased, judgement-free, and impartial treatment.

The security staff, front desk staff, housekeepers, maintenance personnel and anyone else that works here, I am eternally grateful. (Especially my girl Mary at the bar, that woman is incredible, has hugged me when I cried and she truly deserves everything good in life.)

The level of service has been exceptional—every request has been met with efficiency and kindness. It’s clear that the team here genuinely cares about their guests. This place has become more than just a hotel; it feels like a sanctuary amidst the chaos and honestly, a place I consider home.

I am (practically) native to Asheville and am reminded time and time again, why I don’t see myself ever leaving the place that I have always called home.

To the employees who are working to provide a haven to those of us who need a place to call home, despite their own hardships they may have experienced; thank you. I wish I could do more than just a “thank you”, but the kindness and effort from the employees, will never be forgotten and has not gone unnoticed.

If you are from out of town, and choose The Renaissance as your stay, please treat the staff with kindness and understanding always, as they’ve given that to every individual who relied on them during an extremely difficult time. They deserve all of the praise and compassion, as that is what I feel I am shown everyday. Please please, be kind. If you feel that you are not capable of presenting such kindness, please don’t even bother visiting Asheville, no less staying at this hotel— as the employees do not deserve any kind of hostility.

I’ll provide more updates as my stay continues, but for now, I can confidently say that The Renaissance Hotel has been a beacon of light during a very dark time. Thank you for everything you’ve done for me so far. I am beyond grateful and I will never forget the place that I call home, even after I leave. A part of my heart will always belong to this place....

I have stayed a lot of hotels, and this one has started out very badly.

They have what they call a "parking deck" ... it is a "back 40", not covered, but it is paved, and can be a long walk to the hotel in the cold and rain. Suprise - they charge for parking. Valet parking is $29 + tip. "Nickel and dime" you is the feeling.

The front desk was manned by a nice man. He misquoted us the price of parking ( $11 instead of the actual $22/ night) and then gave one key card to two of us. We didn't notice until we were out of line and had to get back in line.

They had nowhere near the amount of luggage carts needed, so we had to make a couple trips lugging our belongings from the " back 40". I don't know if they can't afford more carts or what.

We got a suite, and there isn't even the convenience of a microwave. Guess they want you to use their restaurant.

BTW, no complementary continental breakfast, but they do have a paid one for $20. After hearing a couple guests complain about it, I decided to pass on it. All seems very nickel and dime.

Heard the toilet running, and yes, the toilet was broken... I know a little plumbing, and the overflow valve was not adjusted right. I fixed it.

The bath is very shallow. They must be trying to save money on water. Unless you are "kid-sized," using it will involve contortions. Why do some hotels do this?

Big suprise, they are saving money by using one-ply toliet paper.

Their water is hot - scalding hot, which is good and potentially bad. Be careful.

They didn't say anything about wifi, nor was anything in the room about it, so I asked them about it. They only have unsecure wifi, which is very dangerous and easy to hack. Their PAID ($10/day), secure wifi was down. ( I have not had to pay for this in a hotel in a long time, it is usually free) - First time for this. Considering they are currently having a lawyers conference, it seems like a bad idea with all their clients' data available. Then again, it is always an issue with public wifi.

To ask about the toliet, I called the front desk, and they did not answer, and then they hung up -3 times. While going down to the front desk yet another time, I overheard another guest complaint that the front desk did not answer them either. When I mentioned this to the front desk, he didn't seem to care.

No safe for valuables, and I heard a guest complain about a theft to staff that seemed not to care. It must happen a lot...

I have been here for 45 minutes, and I am not impressed at all.

The rooms are OK and appear clean, which, along with having hot water, are the only good things I can say about it.

Edit: They do not have a business center for their guests. A shout out to Ashley at the front desk who gave me her personal email so she could personally print some documents for me. Aa a back-up, Staples is .3 miles away.

Also, (day 2) they are now answering the...

Booked two rooms on a third party site. Made a note about NEEDING adjoining rooms ( interior shared door ) as my elderly mother was traveling with us and wanted her nearby for potential care. Called the actual hotel to discuss and confirm. She ( I did not get her name and now wish I had ) was very polite and said she would make sure it was done for our arrival.

Upon arrival, when we were given the keys ( rooms 811 and 823 ) I questioned them being adjoining with the shared interior door and was told “yes”. I questioned the numbers being so far apart. Still assured after even looking at the computer that they were indeed adjoining. Surprise - they were not.

Tried calling the front desk several times from 823 ( it had an adjoining door to the room next door ) and got no answer. Went down to the desk. Was told he was “mistaken” and the rooms are clearly not connected but they were sold out and nothing he could do. I asked for his manager and was told he could just help me anyway being sold out. I asked to see him anyway. This guy left - came back quickly with “he can’t see you”. I left.

On our way out to supper later I tried again. There were two men at the counter. I asked the guy from before, “is this the manager” as I pointed to the other (man). He replied “unfortunately”. I asked “what does that mean” and was told, “yeah - and he’s not going to help….unfortunately”.

Now, Gabriel Peters, the Manager tells me, as before, they are hooked and it really would not matter because anything on the third party bookings they don’t see. Since I did not know the babe if the woman we had spoken to weeks prior on the confirmation, how could he even know what I requested is true”.

I said I travel 2-3 nights a week for work between Hilton and Marriott and this is the first issue I’ve ever had - problem aside, but more so his belligerent behavior. Didn’t care.

That night I did some digging in my reservation and saw the internal communication I had with the hotel I had sent ( prior to my call ) with my notes and request for the connected rooms that confirmed my request. The next morning I saw the manager and asked who monitors the internal website messages and as time “he did”. So I showed him the message that confirmed my request. (He) replied that “clearly someone else must have replied to me because he had not but at this point it really does not matter, does it”?

So - yes, accidents happen. I get that. The behaviors and service after the fact were completely unprofessional. Yes, I am only one person who stays only maybe 6-8 nights a month at Marriott. But, I can assure you that I’ll be doing my best to pass this experience on to my company that has “encouraged” us all to use Hilton and Marriott for our travel what happened. That lost business can add up.

NOTE: I have messaged Marriott Rewards twice with this same comment and have not heard back...