Usuario invitado
17 de octubre de 2024
I frequent Asheville for business and thought I'd give this new hotel a try first weekend of August 2024. Very mixed experience while there, but damage to my car during valet parking and the poor response of the management after I left was poor. Room itself was fine - smaller than other Embassy Suites. Service was mediocre - nothing horrible but no standouts either. Dropped my car off for valet upon checking in(the only option at this hotel despite the garage being immediately accessible to guests) and immediately returned 20 min later to retrieve it. Upon doing do and pulling out (going up the hill), the back tailgate of my SUV opened and I learned the latch was now broken and it wouldn't close. Zane with hotel security (one of the exceptions to the poor response theme of this hotel) was great and helped me zip tie the tailgate closed so I could drive. Zane also informed me despite multiple requests, there are no cameras on the parking garage so anything that happens there is "unknown". What ensued over the next 10 weeks was an excellent example of "ignore the guest". I was referred to the valet manager (Sean) who was sick but ultimately did call me back and said it wasn't in his arena. He referred me to Rachel, some level of manager, who had previously not called me back during the weekend. I called more than 6 times and spoke to Jennifer, Brittany and a host of others who "left a message for Rachel to call". Then I left messages for the GM to call. No call at any point. Hitting a brick wall, I emailed and called the company who owns and manages the hotel (Parks Hospitality Group). They responded, declined to comment on the lack of management response, but referred me to their insurance provider and started a claim. I had the tailgate fixed for $450. Talked to the insurance claims adjustor and he says because there are no cameras in the garage that captured damage to my vehicle, they won't be able to cover the damages as they can't prove their insured were responsible. Clever positioning of cameras. Overall not an expensive repair, but an enlightening experience with this management. Overall: Decent physical space, new hotel. Poor management who cower from difficult situations and accepting responsibility. Valet at your own risk - you have no other option!
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