Cascades Mountain Resort, Ascend Hotel Collection — Hotel in Hendersonville

The ONLY reason I gave it 2 stars is because the pool was absolutely amazing and a great space for entertainment. So here is the rest of the story….

On march 15th, my family and I came to check in to spend one night at the hotel because we are originally from brevard (about 35 mins away) and we wanted to do something fun for our big family of kids ranging from ages 2-13. We come to check in about 2ish on March 15th and as I was checking in I notice a sign on the pool gate that said “pool closed for maintenance “ and I asked the receptionist what that was about and she just said that it was closed for the weekend which was never stated anywhere on the website or in my confirmation. It did confirm that the bar, the fitness room, and the restaurant was undergoing construction which is fine we just wanted to enjoy the pool… so I talked to her and we just decided to move the reservation 2 weeks out, the kids and I were super upset but it was okay because we are so close. So fast forward to March 29th at about 3:00 we come to check in and we went straight to the pool, stayed there for about 3 hours, went up to the room and changed then went to dinner. Came straight to the room from dinner and changed back into swimming attire and back to the pool we went. So after about 30 mins or so maybe longer I decided I was going to take my 2 year old up to the room and take a bath and get ready for bed so we did that while the rest of my family stayed at the pool. Come back to the room to NO HOT WATER. it was barely luke warm-if that so in and out I went. There were NO towels in the room when we checked in and had to ask the front desk two times to give us towels because they gave us two knowing there were 9 people (including the kids) so as I’m getting dressed a roach runs across the TV stand (where the microwave also sits) and then it hit me and I started looking around the room and instantly saw 2 more just crawling on the walls. Instantly disgusted… I start packing my stuff up and am getting prepared to tell my family that we have to leave because I cannot sleep in a roach infested room. So we all start packing up and then we just start getting curious (both me and my sister in law worked as housekeepers at a high end hotel) so she picked up the trash bag out of the trash can and there was maggots, crumbs that were obviously in there for a while because they were moldy, a moldy old corn dog stick, and popcorn kernels. So I took a video of that and the roaches crawling up the wall. Then I was like I almost bet they have bed bugs and I pulled the sheet up and low and behold… BED BUGS. MULTIPLE. So at this point my skin was crawling. We packed our stuff up at 9:00pm and left the room, immediately went to the front desk and got a refund for my deposit and was told I have to contact the third party company I booked through which I understood and was okay with. So we left. The front desk people (a middle eastern woman and man) were very friendly and respectful and truly concerned about our experience but I told them that it’s a serious problem, they offered to move our room but I told them no that I would rather just leave because I cannot sleep somewhere worrying about bugs crawling on me and my toddler. This was the WORST experience. And it is sad because it could be such a nice hotel but definitely need a good re-do and cleaning. Also hot tubs were...

Where do we even start with the pitiful experience we had at this "resort". We arrived a bit after 4, the designated check in time, to find a fairly quiet lobby. We approached the front desk person and inquired about checking in, we were told our room wasn't quite ready but he made a cell phone call to a/the housekeeper and she was doing it right away. We sat for an hour in the lobby, taking in the many sad potted plants and the rather beat up decorum. Shortly after five I returned to the desk and asked if we could get checked in, to which he answered while batting and rolling his eyes, "they are working on it and almost finished". After a few more minutes he approached and pointed in the rooms general direction, telling us it was ready. The hallway to our room was dimly lit and smelled of chlorine and the carpet had a dark stain running the length of it from some unknown liquid that must've leaked at some point. The room on first appearance was ready although as we left our suitcases to inspect for creepy crawlies we found it to be less than clean. There were dried drip stains in front of the toilet on the tile and wet spots elsewhere. No hand towels were left, a huge dark hairball behind the bathroom door and crumbs of god knows what, here and there. We asked for housekeeping service to come and finish the job and went out for an hour or so. We still didn't get hand towels on the second visit and I'm certain the bathroom floor wasn't touched but they got most of the floor crumbs up. We were unable to fix the time on the alarm clock in the room and even the clock on the cable box was wrong and the cheap office desk chair only had one arm. The hot tub and pool area were run down looking with the same sparse assortment of half dead plants. On the second night we met others who shared a similar experience with the Male front desk clerk, housekeeping or lack thereof and a general sense of displeasure with the "amenities". There was so much chlorine in the pool and hot tub that it made our eyes burn just sitting in the areas. On that second night we again approached the male attendant at the desk and asked for fresh towels and again got the batting eyes and heavy eye roll with no genuine smile and without direct eye contact and hardly an acknowledgment of our presence. He asked what room we were in and answered his own question before we could answer, all the while eating whatever his dinner choice consisted of right there at the desk, he stated someone would bring them and we walked away. An hour later towels were finally brought by someone. We checked out without consequence today but for those of you who read this, if you're only going for the kids to enjoy the pool and single slide, I suppose you'll appreciate that amenity and perhaps the closeness of this "resort" to whatever you're here to do. I lived in Hendersonville for a while and this is probably the worst experience I had with anyone, any place, anywhere in the area. 10 out of 10 for avoid...

We booked this hotel for the pool. Come to find out, they rent the pool for birthday parties, so that means, if during your stay they have rented the pool you cannot use it. On the day we were supposed to stay the pool was not available until AFTER 4pm. The front desk told me that the people that rent the pool party are paying double to rent the pool and that it was not opened to HOTEL GUEST until after 4. It was lunch time at that time. With that being said, GO SOMEWHERE ELSE TO STAY. The rooms are very old and outdated, the hotel says please bear with them during their renovations, but the renovations were not the problem. The rooms were disgusting. The beds and bed sheets were stained and dirty with dirt and hair in the sheets. There was one bath towel, and two hand towels hung up for use. We had four people. There was an ant type bug that crawled across the bed while we were there. The bathtub and bathroom sink had dirt and grime. There was blood on the floor Infront of the toilet. The floors had not been swept and the carpet, which is very old, was not vacuumed and the rooms smelled terrible. There was mold on the celling, and the first room we tried out the bathroom ceiling looked to be caving in. We were switched into a different room that was slightly better, but again, dirty beds and bed sheets, mold. Bad smell, and there was electrical wires and things falling off of the walls. There was broken hangers as if they did not bother to clean up after the last guests. The hotel needs to be shut down for a deep cleaning and renovations and then reopened. With the right management this hotel could be a gem. I saw a man getting a vacuum cleaner out of his personal car when leaving. Apparently, they do not have a maid/cleaning service they use. The food service score was an 87, posted behind the front desk. The front lobby has couches we were asked to sit at. The couches look like those you would pick up beside a dumpster and were half covered with a couch cover and the other half was peeling leather. We chose to stand. I also do not agree with the pool renting as that is an amenity that should be available to all guests during their full stay. We left the same night and I went back the next day and received a FULL refund. I did have to argue and get a bit ugly to get my money returned as I was told the manager was in Atlanta and there was nothing the receptionist could do, but I am happy I was refunded. We had to find another hotel and ended up in Asheville 30 minutes away to find a room at 2 am after spending 2.5 hours trying to make the accommodations work with three...