Like others have said here, beware the 3rd shift desk attendant, who provided us with the worst "customer service" experience we have ever had. Day staff were friendly, accommodating, and eager to please, particularly Austin. When we returned from our night out to acquire keys for the second room we paid for for friends, we found the front desk unmanned for at least 15 minutes; another group waiting in the lobby said they had been waiting for much longer and eventually gave up and left. We looked around the desk for a way to contact someone. When he appeared, Tony was immediately surly, demanding IDs and eventually announced us all "evicted" for our "attitudes," while we were simply trying to resolve the issue calmly. During this exchange, others entered and he asked for ID; one girl was unable to produce it, but he simply checked her name against his printed list. While we stood there attempting to smooth things over, he called the police on his cell phone, insisting that we "refused to leave" after having been "evicted." He acknowledged to the officers on the phone that we were not hostile or threatening. Our request to speak to the officer on the phone was denied. When the officers arrived, they listened to both sides of the story and somewhat apologetically said he was within his rights to evict us; one of them went with me to collect our belongings from the room we had checked into earlier, while my husband had to beg Tony for management/owner contact info and a receipt for the two rooms we paid for. The officers indicated that this was far from an unusual occurrence for Tony and were nice enough to point us in the direction of other hotels. Our 1am bedtime turned into a 3am bedtime, by the time we concluded this disappointing experience and found another hotel in town.
The friendly day attendant, Austin, did call the next day to tell us our money would be refunded. It's unfortunate that one late-night staffer has ruined the otherwise positive experience of this hotel for so many people. We have stayed here in the past and loved it, but unfortunately we won't be returning. It is surprising that with all of the negative reviews of this staffer on TripAdvisor alone (which are obviously read by owner Dr. Patel, based on his responses), he is still allowed to work there in a customer service role. We appreciate Dr. Patel's resolution with a refund, but since we were unable to speak to him in person, I wanted to post this review.
In short: if you're going to be out past midnight, I'd avoid staying in this hotel.
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- Also Known As:
- Downtown Inn And Suites
- Downtown Hotel Asheville