SpringHill Suites by Marriott Asheville — Hotel in Asheville

Beyond disappointed by this hotel. Long story below but we do not recommend staying here because the staff and management is not up to Marriott standards at all. In addition to the fraud and $361 of overcharges on my card and the rude and unhelpful staff & management, our room had broken air conditioning and a tub that wouldn't properly drain (leading to soapy, pruned up feet for every shower). The breakfast area is very small and incredibly crowded as well, making finding seating a challenge, especially for families, who often had to sit apart or eat standing up. This hotel ruined what should have been a warm, happy celebration of our engagement, and continues to cause challenges for us weeks after our stay.

Long story about the fraudulent charges here: The general manager, Christina H., and their assistant gm, have been incredibly rude and unhelpful. Over the holidays we had a reservation for 5 days that we asked the front desk if we could adjust when our original flight was canceled. They said it wouldn't be a problem, changed our reservation to remove the night, reflecting a lower price overall from our original, and said they'd see us the next day. Before we checked in, I was charged an amount higher than the new reservation (and also not the amount of our original), but thought nothing of it, assuming it included . On the third day of our stay, I woke up to an additional $200 charge on my credit card. We spoke to the front desk on the Marriott app and they told us our rate was changed because the day was removed, plus special holiday rates, so they adjusted our charges to nearly $300 higher than what they told us when we checked in. Of course, good business practice is that at the point of check in, your rate remains what you checked in at. They refused to budge. Marriott customer service let us know the hotel shouldn't have done that and said we should speak with them again after the final charge because they'd ask them to adjust it. The next morning, I was charged ANOTHER $100. This brought my total credit card charges to $840, far above the agreed upon $447. By the time we checked out and returned home, my credit card was charged $808 and my reservation had been altered by the front desk more than 3 times (the name on the reservation, the Bonvoy account information, the dates we were staying varying from 2 nights to 4 nights, the rates and fees, etc.). We have screenshots of the conversations with the chats, the reservations, and the rates at the point of check in before it was later manipulated by the staff. It seemed like a straightforward mistake by the hotel so I assumed it would be fixed without The GM, Christina, wouldn't apologize and refused to speak to me to share an itemized receipt or explain charges because my partner's name was on the reservation, though they had no issue charging my card despite this. She said, "I look forward to speaking to your credit card company." All this fraud and manipulation of charges and reservations aside, again, the hotel was mediocre at best. The location is convenient enough, though still not super close to everything, and overall it would not be worth staying here for all the many challenges you may encounter while...

This is our 8th time staying, and where we stay most often when coming to Asheville to visit family and friends. The pool is great, gym is great, and in my prior experience up until today the breakfast and staff have been great. We enjoy the convenience of the breakfast hours there, as they are SUPPOSED TO BE 6-9 on weekdays and 7-10 on the weekends, allowing anyone to sleep in a bit if they don't have anywhere to be on the weekends. As we ate downstairs this morning before we left, I watched a lady and a child come down at 9:50 and while the child had a seat in the dining area the lady began to fix their plates. I watched the staff member come and literally take the biscuits, eggs, and gravy right out from under her as she reached that area without saying a word or even acknowledging her presence, as though she didn't even exist. I checked my phone just to be sure I was not mistaken, and it was 9:53, so I enquired whether guests no longer had until 10 to get a plate on the weekends, to which I received no answer. Absolutely the rudest and most unnecessary behavior I've ever witnessed from staff while staying here, and I hate that it marred an otherwise great experience. We ended up buying breakfast for the lady and child and bringing it back to them. Had they been trying to get food at 10:00 or 10:01 it would have been different. If staff would like breakfast to end at 9:45 or 9:50 that's all fine and well but they should make it known to guests that breakfast is no longer available until 10am and post the correct time. In an otherwise welcoming and professional environment this was very uncharacteristic of my past experiences, and I hope it's not to be a precedent of guest treatment in the future, the staff was well aware the lady and child were on time and trying to eat. This may sound like a bit of a rant, but it was just so unkind to watch them snatch the last bit of food with someone literally reaching for it and it made me angry for the kid especially. ​I hope they treat guests with more decency or make it known that food is no longer available until 10am on weekends from now on, there is no lack of options of hotels in Asheville to choose from and we may be trying some new ones out in the spring...

I had stayed in a SpringHill once previously (in Salt Lake City) and thought it was a nice clean hotel and looked forward to the opportunity again. When passing through Asheville, the opportunity to stay in SpringHill again presented itself and I was happy to book. The front desk staff was very helpful in finding a local restaurant to our liking and very friendly, assuring us that he'd get us a nice top floor room.

As soon as we opened the door, however, it was apparent our room wasn't up to par with the previous SpringHill I'd stayed in. It smelled moist and stale. We cranked up the air as we went out to eat thinking it would solve the issue, as it was a humid day. Upon return, it was clear that this was a design flaw for the room and nothing with the HVAC system. The layout of the room with the King sized bed prevented air flow from the thru-wall unit, as they were less than 18" apart. There was no ability to redirect air up/around the bed to the rest of the room. When we got in bed the sheets were actually damp from the constant air flow on them and it was impossible to not be blasted by cold air while in bed.

I actually looked up the hotel website while in the there to see if other rooms had similar layouts or if we were in one that was different due to a stair or elevator. Had it been, I'd have requested a change of room but it wasn't and, as mentioned, the issues were design related. It was clear that the hotel had once been another line and simply updated with SpringHill's finishes and not up to par with the hotel's line. The bathroom was old with a dated (and unable to be truly clean) bathtub. The layout was odd and I was happy to only be staying one night.

Additionally, we were told the wrong hours for the complimentary breakfast and missed eating that morning prior to our other...