Embassy Suites by Hilton Asheville Downtown

We stayed here during Hurricane Helene and the staff took care of my family during such a tough time. We are forever grateful! The housekeeping staff, front desk, and restaurant staff all worked very hard to assure guest’s needs were met despite challenges from the storm

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!

Can't say enough about this hotel....beautiful facility and outstanding staff. My husband and I didn't even leave the hotel...there was no need-had everything we needed. I would recommend this to anyone traveling through Asheville. I would give them 10 stars if there was that many.

The room is nice and clean. The breakfast was amazing those create your own omelets and the staff was nice and valet was great. I would definitely come back and stay longer. The pool was nice and spacious, which it had a hot tub. Overall great experience.

The room is smaller than other Embassy Suites that I have stayed in. The bedroom is very sterile just 4 white walls. There are no dressers or nightstand drawers to store clothing. The HVAC unit is in the bedroom and runs all the time. We did not receive housekeeping service the first day. I spoke to the front desk manager about lack of service, and she asked if I had left the do not disturb sign on. I told her it was removed at 11 am when we left for the day. She said that is why we didn't get service because it was left on too late in the day. Really? The room was noisy as we heard garbage trucks each morning and highway traffic as the hotel is close to the interstate. We had a mountain view room. The lobby area is nice and breakfast was good. Overall, this is not worth the $400 per night with parking. A number of hotels closer to downtown that may provide a better value.

The hotel was beautiful, from the gym to the pool to the breakfast and the room! We received the room requested and had an amazing time with our children in Asheville! We will be back! The Chef on omelets was SPECTACULAR! Thank you for all the fun memories and peace!

Good: - the foyer is spacious with a nice design - everything looked modern as expected from this brand - the beds were comfy Bad - They advertise EV chargers available nearby, which appeared to be at their sister hotel Doubletree. That hotel also has valet service and I was told there's only one charger available, which was busy for the night. It is disappointing a brand new hotel that Embassy is has zero EV chargers. - The receptionist was either clueless or indifferent: he didn't acknowledge the status and did not offer bottled water. He didn't mention the breakfast time and told us the rooftop restaurant had already closed. In fact, the restaurant was still open. Average - The breakfast is typical American sweet or salty junk food. The only thing that saves it is the cook to order omelettes. The watermelon slices they had were going bad.