Sleep Inn Asheville - Biltmore West

On October 15, I stayed at a hotel that was recommended through the AMEX travel program as a four-star property. Unfortunately, the quality was far from four stars—barely two stars would be accurate. When I checked into my first assigned room, I was greeted by loud music blaring so loudly that it was audible from the hallway. I informed the front desk, and they moved me to a second room, but it smelled strongly of fresh cigarette smoke. After confirming this issue with the front desk, they assigned me a third room. However, when I entered this room, I was shocked to find someone already lying on the bed with the TV on. After startling them, I left the room immediately and returned to the front desk, extremely upset. I demanded a room where I could stay undisturbed. They seemed confused about the situation, but regardless of whether the person in the room was staff or another guest, I just wanted to sleep. Next, they assigned me a fourth room. The fourth room seemed fine at first, though it had significant issues like dirty carpets and missing paint on the walls that appeared as if there were bullet holes. Around 2:00 a.m., my rest was interrupted by a loud party occurring in the room above me. I called the front desk to report the noise disturbance. By 7:00 a.m., I was fully packed and ready to leave. I informed the front desk that after being moved four times and dealing with the noise at 2:00 a.m., I would not be staying for my remaining two nights. They accepted my decision without argument, and I left. I was willing to pay for the first night, despite the terrible experience, but I did not want to be charged for the additional two nights I had canceled before staying. After speaking with the general manager, Scott, and a front desk associate, Joe, I was assured that AMEX had already received the paperwork for a refund for the two unused nights. However, Scott claimed he couldn't provide documentation because the booking had been made through a third-party service. After four disputes, it became clear that I had been lied to, and no refund had been processed. This unethical hotel is still operating, and I plan to report them to the Better Business Bureau. I will also raise the issue with AMEX in hopes of having this hotel removed from their list of recommended properties.

Wonderful atmosphere, room and breakfast! Awesome staff and surrounding area....Loved staying here!!!

This hotel is very old and poorly maintained. The breakfast was very poor. The overall quality is bad. I will not return.