Quality Inn Asheville Airport

The owner’s reply is false. Nobody offered us the option to contact a third-party booking agent. We should have been able to come back from traveling all day to a clean room and bathroom, but that wasn’t what we got. The hotel should have contacted the booking agent and sorted this out. My friend was even willing to change the sheets herself, but your staff couldn’t bring her clean ones. In room 214, plaster was falling from several spots on the ceiling. The bathroom sink had what looked like toothpaste left in it, and the floor around the toilet was filthy. I didn’t use anything in the room, slept in my clothes and shoes, and felt it wasn’t clean or safe. We planned four nights but stayed one because it was late, then cancelled the other three and found a much nicer place up the road. Own up to letting guests down and make it right.

The air unit was noisy, though I eventually managed to fall asleep. The room itself was decent, the staff were welcoming, and being so close to the airport helped with my early departure. What bothered me was finding extra charges added to my prepaid room during the stay. No one on staff could explain what they were, which felt both unethical and impossible to understand.

The room looked better in the pictures than it did in person. The floor felt really dirty, and some of the towels looked dusty and unclean. The furniture was dusty too, so I felt awkward staying there.

I went to the hotel and they refused to refund the $1,158 charge for two rooms, although only one room had been used for one night and the rest of the stay had been cancelled because the rooms were filthy. The front desk worker had told my guests the manager approved a refund and cancellation, but I’ve received nothing but empty promises. I’m out close to $1,200. This place is a rip-off. Beware. I booked directly through the Quality Inn website, not a third party. My guests could have lived with the rooms being in different buildings and far apart, but the filth was the main issue. The bathrooms were dirty, the sheets had hair all through them, and the carpet was so nasty they couldn’t take their shoes off. They put clean towels on the bathroom floor just so they could shower in the morning. A booking site told me the hotel has to issue the refund because it gets the funds. I booked the rooms unseen for my sister and a friend. After checking in, both found their rooms unacceptable. My sister’s sheets were dirty and covered with hair. She called the desk and was told someone would come change them, but nobody showed up. She then offered to change them herself if they brought clean sheets. After looking further, she found the bathroom and floor filthy and called again. The desk said they would refund her room because she couldn’t sleep there. She went to our friend’s room and found that was nasty too. They slept in their clothes and shoes, told the desk they couldn’t stay, and were assured the rest of the stay would be refunded. They then booked at a cleaner Holiday Inn nearby. I disputed the four-night charge on my card after the front desk said the full amount would be refunded. I thought that was settled, but the hotel charged my card again. I’m going there to speak with them and hope they make it right. The front desk woman said the manager had agreed. Now what? I’ll update this if I’m treated fairly.