Terms & Conditions

We ask that you please read the following terms and conditions and that you and your guests become familiar with all of our policies and procedures prior to your arrival.

Reservations Terms and Conditions

Check-in/out

Check-in time: From 4:00 p.m.

Checkout time: Until 11:00 a.m.

Lobby / Checkin-in location: 5 Caledonia Road, Asheville, NC 28803

Hours of Operation

24 hour concierge service is available at the front desk and by phone.

Seasonal Heated Pool: 7am – 10pm

Fitness Center: 5am – 11pm

Cancellations & Refunds

Reservations must be cancelled at least 48 hours before the scheduled arrival date, or guests will be charged a one-night penalty including taxes.

Unfortunately, there will be no refunds or compensation for late arrivals, early departures, natural disasters, road maintenance, gas shortages, loss of power, air-conditioning, TV, cable, internet, phone, or water outages.

Non-refundable reservations made through an online travel agency such as Expedia or Booking.com are not eligible for refunds.

Payment

We accept Visa, Discover, AMEX, and Mastercard. We do not accept cash or checks. The final balance is due the day of your departure and will be charged to the card on file. We will pre-authorize your card 48 hours prior to your arrival date.

In-room Spa Services

Guests can choose from a wide variety of in-room spa services. All treatments are performed by a licensed massage therapist and take place in the comfort of your one, two, or three bedroom suite. Due to space limitations and policies enforced by the local fire marshal, these services are not available in studio suites.

Internet, TV & Phone

Complimentary Wifi is available in your suite and many of the common areas. Local phone service and cable television are also provided free of charge.

Housekeeping & Conservation

We strive to conserve water, energy, and other resources. Environmental stewardship is part of the ethos of Asheville, NC. As a part of our effort to maintain a green routine, our property provides the following daily services:

• Towel Exchange
• Trash Removal

Additional housekeeping services are available upon request for an additional fee. Please contact the front desk for more information.

Lost or Missing Items

The Residences at Biltmore is not responsible for any lost or missing items. In the event you leave something behind we will do our very best to locate your property as quickly as possible. Guests can pick up their belongings at the front desk or pay to have them shipped.

Maintenance & Repairs

If you experience any maintenance issues with your suite at any point during your stay please notify our staff immediately so we may resolve the issue as quickly as possible.

Certain mechanical issues may be difficult to diagnose and therefore unable to be resolved as quickly as we would hope. If a situation arises that cannot be resolved in a reasonable timeframe and you or someone in your party is stressed or uncomfortable due to age or illness, we will do our best to arrange alternative accommodations if they are available.

No Smoking

The Residences at Biltmore is a non-smoking property. This means no smoking inside your suite, on the balcony, and in the common areas outside of your suite. There is a designated outdoor smoking area located below the pool near the top of the property. Please use the smoking trash receptacles to dispose of cigarette waste. You are permitted to smoke in your vehicle. Guests will be charged a $250 fine, plus any additional costs for damage or extra cleaning that may be required due to violating our no smoking policy.

Age Restrictions

Guests must be at least 21 years of age. All guests under the age of 21 must be accompanied by a parent or guardian for the entire duration of their stay.

Occupancy

The occupancy of the unit will not exceed the predefined maximum occupancy for each suite. Noise levels must not exceed the point where it is disturbing neighbors. Parties and/or gatherings are not allowed in your suite.

Damages

Guests assume responsibility to care for the entire property including furnishings, outdoor spaces, and amenities, and are accountable for any damages excluding normal wear and tear. Damages of any kind must be reported to the front desk immediately. An excessive cleaning fee may be assessed if a condo is left in unsanitary or disorderly condition.

Termination By Suite Owner / Substitutions

We strive to honor guest requests to reserve a specific suite. However, due to condo ownership changes, properties being removed from the hotel rental management program, scheduled or unscheduled maintenance or repairs, or other unforeseen circumstances, we cannot guarantee these requests will be fulfilled. We reserve the right to change suite assignment without liability should a property become unavailable. Where comparable properties are not available, guests will have the option of selecting from the available properties at the published room rate, or receiving a full refund.