Welcome to the Arras!

Dear New Resident/ Owner,

We hope this note provides a helpful introduction on who to call, various amenities, do’s and don’ts and what is expected with regard to guests, contractors, package delivery, pets, parking, trash and more.

Our community manager is FirstService Residential.

24/7 Customer Service Center (FirstService Residential): 855-546-9462; The customer service center is the place to call for information on Payments/Collections; Account Balances; Violations; Document Requests; Common Area Maintenance and Repair issues and Non-life Emergencies. "Customer Care specialists have access to information specific to each community, enabling them to quickly satisfy requests at the initial point of contact."
Glenn Person - FirstService Residential Community Manager for Arras: [email protected] Glenn's main responsibility is to assist the Board in executing its responsibilities and communicating with the residents on behalf of the Board. Glenn's regular hours are M-F 8:30 AM to 5:00 PM. He is available after hours for emergencies and will be called as needed by the 24/7 Customer Service Center.
Evita Briceno- FirstService Residential Community Manager Assistant: [email protected] Evita will handle move-in and move-out scheduling, general communication, parking passes and assist Glenn Person.
Mark Hamiter- FirstService Residential Regional Director: [email protected] Mark is responsible for the FirstService Residential Asheville portfolio of business. He has overall responsibility for our contract with FirstService Residential.

This is a mixed-use building, so owners must follow standard procedures when we have problems rather than going directly to hotel employees for help. This is counter-intuitive, but it prevents misunderstandings.

We invite you to start by reviewing “Who to Call? (Quick Summary)” on the HOA website. This introductory section provides general guidelines with regard to the hotel front desk (generally, no) and hotel security (yes) along with a quick guide on who to call to help resolve common situations.

Next, we suggest reviewing the Rules and Regulations section of the HOA website.

“Amenities, Do’s and Don’ts”: Learn about amenities such as: the fitness center, Aloft pool, guest parking, spa/massage, valet parking, Bargello/ District 42 room service, and nearby garages. This section also expands upon hotel services, assistance available to residents and how to avoid putting a Kimpton employee in an uncomfortable situation. Please respect the “Don’ts”. Please do NOT ask hotel staff to: admit guests, contractors or delivery personnel to the elevator (or to your unit); accept or hold packages, groceries, envelopes, etc. for pickup or delivery; supervise or manage movers or furniture delivery; borrow tools/ladders; ask on-site staff to help with odd jobs/labor.

Common Area Guidelines: No smoking in common areas along with common-sense guidelines out of neighborly respect.

Condo General Restrictions: This section covers emergency access to units, noise, unlawful activities, smoke detectors and other restrictions common to living in a high-rise building with close neighbors.

Construction and Contractors: If work is being done in your unit, this section defines work hours, no contractor parking in the garage (unless in your unit designated space), no contractor access through the hotel lobby, owner responsibility to provide access to your unit (not a hotel employee), disposal of waste material, etc.

Doors, Access and Mobile Key: If you forgot your fob and need access, call security (828) 774-5542. There is also a mobile app, “Arras Residential Mobile Key”, available for download on the iPhone or Google app store (free) that will allow your phone to open you unit door. You may also share the mobile key with others. This section also contains information on the right of access in an emergency and otherwise for the purpose of correcting any condition believed to originate in a unit that threatens another unit or common element or the proper functioning of building systems.

Dues, Fines and Payment: The easiest way to pay monthly dues, water and gas is to set up a direct debit on the FirstService Residential portal. https://7pattonave.connectresident.com/.

Elevators: Use of your fob to call an elevator identifies you as separate from a hotel guest and the elevator will generally not stop at hotel floors. This section also explains how to set up a keypad code for your unit (for you and your guests) to call the elevator without a physical fob.

Emergency Protocols: The building fire alarm system will give instructions to vacate the building. If you have ADA mobility issues (temporary or otherwise), please let the community manager know so that it is noted in the fire command room and please read this section carefully for further details.

Garage. Park in your designated space. Do not park in an open space without the permission of the owner or Community Manager. Reminder: there are three guest parking spaces in the AC Hotel garage for resident usage and additional guest parking passes available. See this section, or the amenities section, for instructions on how to reserve a space with FirstService Residential. A parking space assignment map is available under "Other Useful Information". Click for the parking map.

Insurance: Review this section for residential unit owner insurance coverage recommendations. Also, know where your water shut-off valve is located and how it works!

Move-in / Move-out: If you are reading this before move-in, as we hope you are, this section provides moving hours, 8 AM to 8 PM any day of the week, and information on elevator usage and security deposit.

Pets: Mostly common-sense regulations. Pet litter and waste shall be double bagged in strong black or white bags and sent down the chute with non-recyclable trash.

Rental/ Lease: This section covers the declaration restrictions on once-a-year unit rental (excluding the 10^thfloor), 10^th floor rental through the designated rental agent, and owner responsibility for damage, fees assessed on rules infractions, and renter compliance with rules and regulations.

Security: General information on the security services to owners/ residents. Of course, if you see something, say something. Security is everyone’s concern.

Trash: Non-recyclable trash in black or white bags, and recyclable trash in clear or blue bags may be disposed in the trash chute available on each floor. Be sure the trash goes down the chute. There are several important guidelines:

No loose trash, no loose pet litter
No glass down the chute. Glass must be taken to the garage mixed recyclable container.
Cardboard must be broken down and taken to the proper container in the garage.

Warranty and Maintenance: If it is not an emergency, email the community assistant manager. In a building emergency; elevator; water leak or gas smell; loss of electricity, call Arras Security (828) 774-5542.

Besides the Rules and Regulations sections, the HOA Documents section of the Arras-HOA.com website contains our insurance policies, declaration and bylaws, and more detail about the services and responsibilities of condo owners, FirstService Residential and the Arras hotel staff.

The HOA Operations section of the website contains HOA Meeting Minutes & Resolutions; Budget Documents; and Financial Reports.

Again, welcome to the Arras. If you have questions or suggestions, please contact one of us.

Best wishes,

Rich, Jeff and Kathleen