Kyle Knudsen

Review of Omni Biltmore Hotel

While I stayed at the Graduate Providence, I was p...

While I stayed at the Graduate Providence, I was pleased with the hotel. The hotel itself is old but has been recently renovated.

However, several days after my stay, I noticed a charge for $56.50 on my account. I called the hotel and after several attempts was finally able to connect with someone at the front desk. Upon asking about the charge, I was told that it was for a "stolen" picture. (Interestingly, when I first walked into my room I noticed that there were picture hangers on the wall where a picture must have once been. I assumed that it had been broken and needed to be replaced.)

Since I certainly did not steal the photo, I tried to dispute the charge with the manager on duty. Unfortunately, I was informed that I would need to speak with a different manager, Erick, who was not working at that time. I left a message for him to call me, but never received a response. I called the next day and left another message for Erick, yet I still did not receive a call back.

I am extremely frustrated with: 1) the hotel's accusation that I stole something that I did not steal, 2) the hotel's failure to inform me of the subsequent charge, and 3) the hotel's poor customer service and lack of a response to multiple messages regarding this issue.

I had hoped to settle this matter directly, but since the hotel has so far been unwilling to address my concerns, I feel it is important that the public be made aware.