The Residences at Biltmore — Hotel in Asheville

They gave a key to our room to 3 young males!!! I was sitting on the couch perusing the book about places to go in Ashville. I hear people outside my door talking. We had placed the do not disturb placard on the door. Imagine my surprise when the door is unlocked and opened!! It opens then I hear "Someone's in there" and the door closes. Visible from their vantage would have been miscellaneous bags of things on the kitchen table and on the kitchen counter (about 3 short feet from the door,) a brand new, in-the-box $5,000 Dell laptop. The door opened again and I wasted no time crossing to the door to see what was going on. "We're sorry. They gave us the key," one of them said and held up a key with our room number one it. Oddly, I do not recall it being in the same type of envelope that I received upon check-in which included a map of the complex. Rather, I seem to recall a plain white "envelope" enclosing the key card. (Maybe a housekeeping type wrapper?). As soon as they left, I called the front desk. I told the person that picked-up that I had just had someone open the door to my room because they had apparently given duplicate keys out for my room. The person said he was a manager (what are the chances of that, a manager just happened to pick up the phone when I called down). He really didn't sound surprised or anything just stated that he was sorry, "that never should have happened. I have some new people working at the desk. I will comp you something." " I have deaded all keys to the room, that includes the keys you have." "So do I need to come down now and get new keys then?" "No, I will bring them to you." So I wait. And wait. AND WAIT. 20 minutes later, I call down to the desk and the women that checked me in (who was not new) answered the phone. Oh the manager is not here, he's on his way. I wait another 5 minutes and call again. What the hell is taking so long?. Oh I'm sorry, he had other things he had to do first but he is coming. So it took at least 30 minutes for me to get another room key. This time the "manager" said there was a computer glitch. I'm thankful that my husband had a migraine, otherwise we would have been out sampling the craft beer for which Ashville and we likely would have been missing at the least an expensive laptop or two along with several thousand dollars of other items. The compensation for having my safety and valuables compromised? $40.

They would not accept a cash payment for the stay upon check-out only credit or debit cards.

The floors in the room were sticky!! My shoes made a schlopping noise with every step on flooring that was not carpeted, be it tiled bathroom, kitchen or hardwood living space. I never took the shoes off. My husband had white socks on and they were black as tar on the bottoms from walking around incidentally. I had to use the bath matt Tim-Conway oldest man style, to shuffle across the floor in the bathroom before I could put on my socks and shoes.

I wanted to see if the water dispenser in the refrigerator worked. Imagine my surprise to find a completely were glass in the cupboard. Not just a little. Inside and outside.

The couch was not comfortable and is the kind that is a wooden frame with cushions on it. The bed was not especially comfortable either. Yes, there's a kitchen but I don't believe it is equipped to actually cook anything, as I do not remember pots and pans. There were only 2 water glasses.

It was very difficult to find the area where one is to check-in because it is not demarcated and has no sign on the door to indicate what it is. You could not see into the area. My husband thought it was a pool. But after looping around a couple of times, I decided to go ask for directions. I was happily surprised to see it was the front desk.

The women that checked me in was efficient and friendly. However, I did see a printed list of Goings-On for that weekend at the desk when we checked out, which was not there when I checked in. It would have been nice to have had...

We appreciate your attempt to respond, but your reply is filled with inaccuracies, deflections, and outright falsehoods. It reads less like a genuine effort to resolve a guest’s concerns and more like an attempt to shift blame and avoid accountability.

To begin with, we never claimed to expect complete silence before 10 p.m. “Quiet Hours.” That’s a false accusation and a blatant mischaracterization of our complaint. The noise we referenced occurred at 5 a.m., which is disruptive by any reasonable standard. We contacted the front desk — not to complain about "quiet hours" — but to seek help regarding what sounded like thunderous stomping above us. I’d love to see any of you sleep peacefully in a hotel room with that level of disturbance at dawn. Instead of assistance, we were met with rudeness and an alarming lack of professionalism.

The staff member, Justin, not only failed to help but actually escalated the situation. He was dismissive, disrespectful, and ended the call by saying, “I’m not going to argue with you,” and encouraging us to call the police — for a noise complaint. Then, he hung up on us. It’s truly concerning that your response attempts to twist the situation and place the blame on us. In contrast, the guests above us — whom we did speak to directly after receiving no support from your staff — were polite, apologetic, and resolved the issue immediately. That should speak volumes.

As for the shower, yes, we did call the front desk about it. At no point were we given any instructions or solutions. The claim that “we didn’t ask” is patently false and borders on gaslighting. It's deeply concerning that your team continues to push this false narrative rather than acknowledge the issue or even apologize for the miscommunication.

Regarding your statement that “we do not have a manager or an employee named Barbara” — we were explicitly told by Justin the that her name was Barbara. Morgan Baughman, the so called "manager" however, acknowledged Justin’s behavior was unacceptable and even stated that he should have at least made a courtesy call to the neighboring room. Now, your response denies Barbara's very existence, which is both confusing and troubling. If your staff is giving out false names, or if you're now backtracking to avoid accountability, that's a serious internal issue. What’s more, Morgan promised to call us back to further discuss the incident — and that call never came. Seems like running away from accountability and job responsibilities is normal for this business.

Lastly, dismissing our mention of racism without any investigation or thoughtful acknowledgment is not only unprofessional — it’s irresponsible. These types of concerns should never be brushed off with blanket denials.

In summary, your response attempts to rewrite the situation to protect your staff’s actions rather than genuinely address the experience of your guests. It is filled with inaccuracies, excuses, and an alarming level of gaslighting. Rather than take responsibility, you have chosen to deflect blame onto paying customers who were simply asking for basic comfort, cleanliness, and respect.

We stand by every word of our original review — and your response has only confirmed why it needed...

After a recent engagement, I thought of a mini trip for celebration, Asheville! I jumped on The internet and began searching. The Residents at Biltmore sold me ! The website was beautiful! Better yet! I’m going to be staying on the Biltmore property! ... at least until we arrive at these apartment building. Embarrassed, my fiancé and I would make the best of it. When we arrive to check in, the ladies (4) were very unpleasant and unwelcoming. There attire wasn’t professional, it was casual. For the price to stay here, I expected better. The young lady never made eye contact with me or attempted to smile (yes, you can smile behind a mask) I added to the special instructions at the time of booking that we recently got engaged, no acknowledgement from customer service. At this point, the trip took a turn. I realized I have made a mistake.

When we arrive to our room, we were shocked of how far the pool and gym were. This set up should is like an apartment complex or an extended stay. They need to make that more known on their website. We were happy to see how large the place was! That excited us. Smelled clean, looked clean (besides how dirty the common furniture was - chair and sofa). We had no idea how to start the fire place, which was disappointing - the staff should have showed us to our room and demonstrated. Oh well...

Now I see why they offer in room spa treatment, you won’t be able to leave the bed for how AWFUL it is. Oh my! I am so glad we brought on own pillows! These beds are terrible. The beds on a military base are more comfortable. These beds are Extremely hard with cheap pillows. I mean, our stay can’t be THAT terrible? It gets worse.

The out door jacuzzi was very nice! We only had a 30 minutes experience until we were rushed and kicked out. Which I understand, they did let us know about the 10pm closure. As I mentioned in the beginning, the unpleasant staff could have delivered her wording differently. Instead of making my fiancé and I like we were trespassing.

Going into our final night of our two night stay, sadly we have nothing positive to say about this place. Right before bed, we hear dripping. Jokingly I got blamed for leaving the shower dripping. Turns out our whole bathroom ceiling was dripping - pouring in some areas. I ran upstairs to the occupants above us to check to see if they left the bathroom tub running and to see if it was overflowing. The gentleman said it wasn’t and he had just used it. Calling the front desk- the women said we can move our rooms- it was a nice gesture and we would have taken her up on this offer if it wasn’t 11:52pm and it being our last night. This wasn’t ideal. She gave us a bunch of towels to minimize the dripping noise. Which didn’t help.

All in all- my suggestion, do not stay here. Please stay at The Aloft - you won’t regret it. or a place that offers free breakfast. This is for an extended stay, well over a week - the amenities here are to make someone like they’re at home. This is not for your normal weekend getaway. Save your money - book somewhere else. It’s extremely unfortunate because we thought we were going to be walking distance from the Biltmore. False advertising - please don’t be a...