Cottages on Biltmore Estate

1) Lost my dog of 16 years so decided to book this property to get away to heal, remembering my lovely stay years ago. My call to reservations that day took almost an hour. I asked during that call for my AAA discount. Was told it was unavailable so I had a choice of nightly rate for 2 nights total $1209 vs. package total of $1526.92. Exhausted with the call, I decided on the package since AAA was somehow unavailable and I supposedly needed parking (turns out there was free general parking), breakfast, Biltmore ticket (Luminaire which I had no time to use). Upon check-in, I asked the front desk attendant if AAA rate was available and he said yes at $387/night. I asked to be switched to that as I had asked for that from reservations. He and his other front desk attendant who chimed in, seemed to have a condescending attitude and said it could not be changed. They also said I couldn't have the Biltmore pass discount that I just learned about since I had just checked in (actually in process of checking in). I asked to speak to the front desk manager, who was even worse. She said she would check the call to see if I in fact did ask for AAA and if so, she would reprimand the reservations team but still not change my rate while they were wrong. Called the hotel manager and left a message. Mentioned it to the night manager who said he would have management follow up. Spoke with some ladies at the pool who had 2 night package for 3 guests staying (vs. just me staying) for $1300. Then I received a call from the night manager asking about the issue and then claimed I had a shotgun and needed to turn it into the front desk as he had a note to such. I said I didn't have a shotgun and he was more than welcome to come check my room right away, wondering how I was supposed to have a shotgun in my wheelie bag or purse upon check-in. Perhaps he could spend time checking his cameras while his team was so driven to check my phone conversation with reservations to verify I was telling the truth about the AAA inquiry. What an insulting call for whatever drove that! Finally, I received a return call at noon the next day from the hotel manager who had verified my accuracy on the AAA inquiry during my reservation call. He claimed although the front desk said the $387 AAA rate was available, it wasn't. The inn website showed it as well. A local travel agent was confused why they wouldn't apply the AAA rate. 2) A server in the lobby veranda bar, waited on us before our dinner downstairs the first evening. She seemed agitated and biting to all around her, including the bartender. My friend mentioned to me that she seemed to be on something. She also was similarly rude the following evening after we had just asked the lobby bar hostess to sit on the lobby sofa to hear the last 10 minutes of the pianist, having just spent several hundred at the inn's Village Bistro. We were asked if we were going to drink or eat (9:00 p.m.) I finally decided to retreat to my room since at $1526, I wasn't allowed to sit in the lobby for a few minutes following dinner. I have been to The Breakers in Palm Beach numerous times and this would be horrific treatment for a hotel guest. I also worked front desk management years ago in a beautiful resort and never would have handled a guest as this front desk management did. 3) Non-management staff (spa, shuttle drivers, valet, downstairs restaurant staff were lovely), which made my stay bearable. So much for a relaxing getaway or feeling valued as a guest. It seems this inn has switched to corporate mentality and has lost the charm I had experienced previously as similarly noted in other reviews. Its 1-ply toilet paper and tissue should definitely be upgraded and the jacuzzi by the pool should work. I gave upper management a few weeks to address this appropriately and even followed up a couple of times by phone with long hold times to be promised they would follow up. They never did.

I recently stayed at this 4-star property and experienced a severe and unacceptable security breach. After returning to my room during my stay, I found my room door completely propped open. No staff members were inside. The housekeeper assigned to my floor was actually two rooms down, inside another room with that door closed. This meant my room, along with all of my personal belongings, luggage, and electronics, was left completely exposed to anyone walking down the hallway. For a 4-star establishment that advertises premium service and security, this total disregard for basic safety protocols is shocking. Housekeeping should never leave a guest's room door open while they are not actively inside. While the staff member eventually returned to finish cleaning, the damage to my trust in this hotel was already done.

Everything was amazing. A great escape. All the staff was helpful, friendly and courteous. Breakfast buffet was wonderful.

Our family has proudly stayed at this hotel since it opened. It holds a special place in our family's history as my husband and I were married there. My children are the fourth generation to visit. We visit 1-3 times a year. Unfortunately, after our recent stay, we will never return. I raised a safety concern and a manager defensively told me, "Our guests' discretion is our top priority." To use a canned luxury script about "discretion" when a long-term loyal guest brings up an issue feels deeply insulting. It made it clear that management cares more about sweeping problems under the rug than actually keeping families safe. The current management has completely lost the warmth and care that made this hotel special for generations. Avoid this property if you are traveling with children.

Just all around excellent experience. Hotel has a great vibe, excellent staff, transportation all around the property is available.