I'm a lifetime Gold member at Starwood hotels and have stayed in a hotel for about 400 nights total in the last 5 years. I have never been treated as poorly as I was treated at this hotel.
To start off with, the hotel isn't that great. The bathrooms are tiny, the sink is difficult to use, the A/C unit blows directly on you if you sit at the desk, the TV is stationary and difficult to see from many points in the room (again, like from the desk), the internet was unusable one night, the gym is ok but pretty small and the housekeeping wasn't that great (poorly made bed, lack of towels, lack of toiletries, etc.).
My real problem with the hotel came at the end of my third week staying there. I came back from work, ran on the treadmill, took a shower, then went to eat with a co-worker. When I came back, I smelled cigarette smoke in the hall. I hate that smell. As I got closer to my room, the smell was stronger and when I opened the door to my room, it was as if someone had smoked in my room. I immediately called the front desk to complain and that's when they told me that they suspected that I had been smoking in my room!
I have never smoked in my life; I think it's absolutely disgusting. I tried telling the front desk manager that not only did I not smoke but that I had only been in my room long enough to shower and change clothes, but he wouldn't have any of it. He said I would be charged a $200 fee for smoking and said that I should know the policy by now since I had stayed there for a few weeks. I asked to change rooms since mine smelled so bad. He said they were booked and I had to stay in my room. I couldn't stand the smell, so I called my 95 year old grandmother that lived nearby to stay with her.
The next morning, I spoke with the general manager of the hotel. He was very nice and listened to my story. He assured me that he would get to the bottom of it. He said they have a log of everyone that has used a key to get in my room, and if an employee went in there when they weren't supposed to, he would fire them. I thought this would solve the problem.
I got a call a few hours later saying that no one was in the room other than the housekeeper in the morning, which is normal. Now the general manager turned on me and wanted to know "the truth." I repeated that I was innocent and suggested that there may have been another reason for the smoke (came through the vents from another room, the door didn't shut properly and someone snuck in, etc.). He dismissed those theories immediately. He said the $200 charge stood, I could not get my money back for the night before (even though I didn't stay in the room) and that this would be a strike on my Starwood account and if I got another, I'd lose my status and points.
I thought this couldn't get more bizarre until later in the day when I got an email from the general manager after he talked to his employees who were there the night before. One employee identified me wearing a white shirt (I was wearing a blue shirt) and said that she overheard me on the phone in the hall saying "she smoked in the room but I only took one puff." The only phone conversation I had in the hall was when I called my co-worker to tell him what happened and that I was leaving the hotel. She also said that she had spoken to me multiple times, though I didn't talk to ANY of the employees other than when I checked in. Another employee said that he went into my room when the complaints about the smoke started (while I was at dinner) and that he saw female makeup in my room. I am a male, don't use makeup, and no one else was in my room, so I figured they had the wrong room. The general manager insisted it was my room and insinuated that I had a female in there with me even though I told him I was recently married and knew no one there other than my male co-worker. His exact words were "I don't need to know what you do in your personal life, but thought maybe the makeup would trigger a memory for you about who might have been in your room." That set me off.
Over the next couple of weeks, I was on the phone with Starwood for a few hours trying to get a resolution on this. Finally I got to a supervisor's supervisor and he basically was tired of me calling and refunded me out of his own budget since the hotel wouldn't budge.
I have never been treated so poorly in my life. I will never, ever stay at this hotel again. I have yet to receive an apology for the way I was treated and had to spend hours on the phone just to get refunded. I think I deserve thousands of points in compensation, but that will never happen. All I can do is warn anyone reading this. Stay anywhere else in Asheville. There are plenty places. If you are a dedicated Starwood customer like me, a new Aloft hotel is being built in downtown. Whatever it's like, it has to be better than the Four Points.
- Official Description (provided by the hotel):
- Our Asheville Hotel is located Downtown and offers the convenience of a great location while being nestled among the Blue Ridge Mountains. We have a committed, lively staff and put our guest's needs first! ... more less
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- Also Known As:
- 4 Points By Sheraton Asheville Downtown
- Four Points By Sheraton Asheville Downtown Hotel Asheville
- Four Points Asheville Downtown
- Best Western Asheville
- Asheville Four Points
- Asheville Sheraton