The Lodge at Flat Rock — Hotel in Hendersonville

We arrived without a reservation - wanted to see the property before doing so. The owner greeted us at the front desk and before we knew it, we were getting out our credit card. I should have waited. I had just realized that I left my wallet and car keys at a McDonald's over an hour back. We didn't bring in anything but ran up to look at the room and were inside a total of 15 seconds. We touched nothing. Upon arriving at McDonald's, driving in rain with no cell service, we decided it was too late to go all the way back and called to cancel. Just over an hour had passed. I was told by the woman who answered that Scott was gone for the day. Umm, okay. Is there not a manager on duty I could speak to? NO, Scott is the owner and she would call him and call me right back. What? No manager on duty? Hmm. Another reason why I won't book a small hotel again. She didn't call me back so after 20 minutes, I called again. She told me she couldn't reach him but I made sure she canceled both nights anyway. We weren't returning. I sent an email and this is the response.

Please know that we reviewed the video / audio surveillance footage regarding your check-in or interaction at the Front Desk last Thursday....The 7th of July at 4:20 PM.

Please know that we also reviewed or listened to your recorded calls to the hotel thereafter at 5:46 pm and 6:06 pm.

Ms. Noriega, please know that our cancellation policy is a mirror image of the "Chain Hotels". You referenced why " You don't book with Independent hotels".

In closing Ms. Noriega.....Upon a "Complete Evaluation and Review of the Situation and Communication Thereof".........We are sorry but we must adhere to our cancellation policy.

Sounds like they have sent emails like this before. They reviewed audio and video footage and listened to the calls? Like really? We are talking about $130 here! Geeze. I understand they have a cancellation policy but I booked at the front desk - didn't even make a reservation - and wasn't told. He was FULLY aware of how upset I was about my keys and wallet being so far away after driving for HOURS. Even still, it was a Thursday night and they could've made an exception. I wasn't keeping anyone from booking a room. They had plenty of availability.

Just an average run of the mill hotel next to the interstate - not to be confused with a "lodge". I was swayed by the high review score and the amount of them but in actuality, it seems to be too many high reviews for what we saw when we arrived - that should have been a red flag. If you check Trip Advisor, you will see a lot of bad reviews mentioning customer service and the condition...

The Lodge at Flat Rock was absolutely AMAZING!! If I could give it more stars, I would! I travel for work for at least 3 weeks a month. I am ALWAYS on the road and staying in a different hotel every other night. So, when it comes to hotels, I like for them to make me feel as "at home" as possible. There are certain qualities I look for, and some very specific things (such as the quality of toilet paper they use. Lol) . The Lodge at Flat Rock not only checked all of the boxes, they exceeded them (down to their very soft toilet paper)! I rented 2 rooms. One for me and one for my brother. I spent a couple of dollars extra and got a suite, but it wasn't very much more, and worth every penny. But, let's start from check in. I made my reservation using Hotels . com. When my brother and I got there, everything was already done. Taylor greeted us with a kind smile and a friendly hello. She checked our ID, handed us our keys (they had a nice little note on the key card envelope welcoming us to the hotel), gave us the usual hotel rundown (ie - breakfast times, etc) and that was it. Check-in took less than 3 minutes. Our rooms were amazing (there was a personal note and chocolates on my bed when I got there, too)! They're the size of a small apartment. Full kitchen (including a stove and oven). Full size refrigerator. Microwave. The bed was VERY comfortable. The sheets and pillows were great, too! Great water pressure in the shower. The rooms were quiet and I couldn't hear the neighbors or the traffic outside. There are blackout curtains that make the room very dark. The hotel is in a great location. 5-10 minute drive from a lot of restaurants. Great views. And the entire place was immaculately clean! I don't post a lot of reviews on here, but this hotel deserved a great review because I was extremely impressed with it from the time I checked in, until the time I checked out. The staff was very friendly and helpful! Especially Taylor. If the owners read this, you've got a GREAT employee in Taylor! She was SO nice! I'm in North Carolina 3 or 4 times a year with my job, and I will stay here EVERY time I'm in the area from now on. I'm also going to recommend the hotel to everyone I work with! I absolutely LOVE this hotel! It's perfect! We found it by accident, and I feel like I found a hidden gem!! If you're anywhere near here and looking for a great place to stay, THIS is it!! I know I sound like they're paying me to write this review, but I can assure you they aren't. The Lodge at Flat Rock is just that good, in...

My wife and I went to this motel and have stayed several years. Now, while we were having work done to our home. Scott was very pleasant at 1 point in time when we first met there over. The hurricane weekend and to my surpriwe woke up in a room. That was flooded because we had the bottom floor hi, simply ask him. Could we move to another room upstairs? He informed me that they were going to move Room 120. 124 and 122 to upstairs units and give us a credit. I explained to him that there was no rush and that I knew every. One was inconvenience because of the hurricane so I left. Later that day he said when I asked him. About more rooms available. So my wife and I stayed in a rain. Soaked bacteria bacteria ridden bro and did not complain. The next day I was moved and my wife to another room upstairs. The room did not have internet. Or a full flow of water, which I understood because of the weather I went downstairs. And ask Scott did he know anything about the water pressure? And he rudely told me that I could call the water department if I want it to and do everyone a favor so I took that and let that go the last night we were there. He told me that I had only paid Throw two nights and stayed 3 I explained to him that my wife and i had paid 2 nights in advance. And repaid cash each night. He went off the deep And said I was the only one that complained out of the 4 rooms that were rain-soaked. I merely mentioned it to him and explained that to him. So he went further Into a rage when I had proved him wrong. And told me I had 30 minutes to get out or either the sheriff's department was going to show up. I left with good intentions. We have known him for several years now and was very shocked at his behavior. He told me the relationship was done, but there never was a relationship. Because he rented me a room. And I paid for it. So whoever goes to this moteli would really recommend highly that you get All of your receipts so You can keep up with what you have paidand whatever you do.You better not complain as he Takes it the wrong way. Like I said, I was not complaining.I was simply asking for another room after I had walked around all day in rain Soaked socks and had to stay in the room. Another night with it...