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Clean and friendly staff
Opinión escrita el 6 de Septiembre de 2021
First, the staff are very friendly, especially the front desk staff. Second, the place is clean.
Be advised there is an early check-in fee of $25 and check-in is at 4pm. There was a minor issue with the room in that the bathroom vent fan was not working.
I would stay again.
Too Noisy To Sleep, Nasty Chair Stain, Welshed by the Manager
Opinión escrita el 17 de Agosto de 2021
For a short work trip, I stayed at Brookstone Lodge in Asheville, NC on July 13, booked through Hotels.com. The place seems designed so patrons will not be able to sleep, room doors directly across from each other opening & slamming all night long. I sure couldn’t get any sleep there. My work required another day so I requested a quieter room. Unfortunately, my second room had a toilet that noisily ran almost incessantly and got easily stopped up requiring a maintenance visit. This room also had an upholstered chair with a large nasty-looking stain on the seat. Sleep deprived and disgusted, I left early afternoon of my second day and asked for a refund at the desk.
I later found out that: 1) I was double charged, 2) I was told my second night (which I didn't stay) would be the same (lower) rate as Hotels.com—it wasn’t. I called to speak to the general manager who stated that she “was mortified” by the stained chair and would thus refund my entire trip including Brookstone’s part of my Hotels.com charge (but that I’d have to get the rest of it from them). What happened instead was that the manager welshed me; she didn’t refund ANY of Hotels.com charge, and, she refused any further contact from me by phone or email. I complained to Hotels.com who said the Brookstone manager would have to approve the refund, and of course, Hotels.com was unable to reach the manager.
Stay here at your own risk, and if anything goes wrong, make sure it’s corrected before you leave, not after you get home.
Puts locals out in the cold; rude customer service
Opinión escrita el 23 de Julio de 2021
Booked this hotel as a pipe had burst in our home earlier in the week and we needed to stay elsewhere while it was being repaired. Brookstone cancelled our reservation the day we were supposed to check in (a Friday, so we had little to no options to find another spot, I guess we'll camp?)- telling us they don't rent to locals.
When we called to ask why this was our policy and politely explain our situation, we were rudely told that locals only book rooms because they "want to do drugs, prostitution, or domestic violence". This policy is not only extremely discriminatory to people who have real reasons for staying locally that are NOT unsavory, but also just really uncouth to describe this sort of opinion to a customer on the phone. I guess this hotel is a known location for drug issues and prostitution since they have this sort of policy in place. Brookstone Lodge customer service is the lowest of the low and they have no problem putting already suffering individuals at an even bigger disadvantage.
Cost should provide better
Opinión escrita el 22 de Julio de 2021
For the price, the room was Spartan and small. The bathroom door had a tendency to open and the room door would hit it, causing a gouge in the bathroom door from the security bolt in the entry door. No carpet nor rugs; floor felt sticky. Refrigerator door was not shut and inside was iced up.
Requirements for masks by guests and staff in public areas was not observed by staff and almost none of the guests.
The provided breakfast has no warm food like what is normally provided my hotels costing considerably less.
Nice place and good location.
Opinión escrita el 11 de Julio de 2021
We stayed here for one night on our way home from Myrtle Beach because we wanted to check out the Biltmore Estate. This hotel is very close to the mansion and priced right. As my family walked in the lobby smelled freshly cleaned and very nice. The staff was very nice and helpful.Our room was clean and also smelled clean upon entering. There was a small refrigerator and a microwave witch is always good. We got online to see what was around the hotel as far as restaurants. We were able to find several breweries in very close proximity to the hotel so if you like beer this is a nice choice for you. We had two full size beds and a pull out couch for our family of four so everyone had a bed. Breakfast was danish, fruit, juice, coffee, muffins not much else. I wish there were larger beds in the room but otherwise no complaints. We would stay here again if we were in the area.