Holiday Inn Express & Suites Asheville Downtown by IHG

I am writing for the express purpose of letting you know about an employee who went above and beyond to provide exceptional customer service during our stay. We stayed at the Holiday Inn Express on Tunnel Road in Asheville, NC. Checked in easily (we were a bit early, arriving at 2:30), went to our room, and almost immediately accidentally dropped a cardboard carrier, breaking three glass bottles of sticky cream soda on the floor in our room. We called to the front desk and asked for some help from housekeeping, then waited for about an hour. When no one showed or called, we rang the front desk again. The desk clerk who didn't do anything to help had gone home and Renee, the manager, answered and immediately showed up at our door with a vacuum cleaner, cleaning up the shards of glass which had been scattered throughout the entry area of the room. We had used all our towels trying to clean, so she brought us new towels, literally got down on the floor and hand cleaned the floor and carpet, and basically saved our stay singlehandedly. She was so professional throughout the interaction. She never said "housekeeping is gone and this isn't my job, deal with it," which I think most managers would have done. Holiday Inn is indeed fortunate to have someone in your organization who cares so much about the guest experience that they will clean sticky mess off the floor while dressed professionally, maintaining a cheerful attitude throughout and extending us grace for our mistake. I can't tell you how much this meant to us.

Spent two nights at this hotel to enjoy Asheville. I had an enjoyable stay! 1. Great location, close to downtown, without having to be in downtown Asheville, and not too far from apple picking and hiking trails. 2. Service was a mix. Alan (hope I spelled his name right!), who helped me get checked in, was amazing! Super friendly and helped me remain in the room I had originally booked through Expedia, when I decided to extend my stay, Expedia could not help me stay in my original room, but Alan worked his magic and made it happen! Thank you! However, the other ladies who were handling check-in the next day, when I had to get my room key updated, due to the situation based on my staying an extra day, seemed not as friendly, had faces of annoyance or frustration on their faces. They were not mean and were helpful, but management may want to address that when you manage check-in, first impressions do make a difference, and I honestly felt like an inconvenience versus a valued guest. 3. The room was great overall. The only downside was that the TV remote was old and outdated, and did not work very well. Also, my room, while I felt safe and comfortable, was right near the parking garage, so you could hear cars leaving at various hours, which, when you are trying to sleep, is not convenient. If I ever come back to Asheville, NC, I will definitely stay at this Holiday Inn Express again!

Had a great stay here for a girls trip! Honestly wish I had remembered to bring my swimsuit because the pool looked nice. Parking was a bit crazy with lots of speed bumps but they have a small parking garage as well so plenty of spots. Great beds, very clean, nice breakfast and hot showers. What more can you ask for.

My wife and I had a great overnight stay. The service was friendly, the bed was super comfy, the room was clean, and the breakfast and coffee were yummy. We also loved the free parking garage below. It was raining, so it was very convenient to park out of the rain and then take the elevator right to our floor. It was one of the best Holiday Inns we’ve stayed at.

My stay here was great! The room was clean, comfortable, and had everything I needed. The bed was spacious with fresh linens and plenty of pillows, making for a really relaxing night’s sleep. I also liked the simple but modern setup with the cozy lounge chair and good lighting. Everything felt well-kept and inviting. Would definitely stay here again!

We drove for 13 hours to come see the trolls at the Arboretum before the ice storm hit. We got in very late but the front desk was very accommodating and kind. We were able to have the complimentary breakfast in the morning which was more than satisfactory. The rooms were very clean and comfy.

I had a great stay. Everything worked like I'd expect it to, and it was well designed. When you walk into the room, there's a little ledge where you can drop your keys, purse, coffee, water bottle, etc.. There's a microwave in the room, so you can reheat food or warm up hot water in the morning. The bathroom was perfect - full shower curtain _with_ a liner to keep all the water in the tub. The shower controls worked exactly like they do at home (spigot to control on-ness & temp, with a draw plug thing to convert between tap and shower modes), so it was super intuitive. The nightstands both had outlets on them that were easily accessible, and each had its own light with an easy-to-find switch. The room was clean and functional. Breakfast was fine. As a non-pork eater, I especially appreciated the turkey sausage option, as well as the yogurt options to get some protein in. It would've been nice to have fresh fruit, but since I showed up in December, I can't really fault them for that.

No teabags in the breakfast room is my only complaint. Tea pods in the rooms but no access to black tea at breakfast. The rooms are very clean and very comfortable. The staff were lovely. With access to a small swimming pool and basic fitness suite. The bathrooms are good with supplies of toiletries. And a great view from the room