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Who To Call? (Quick Summary)

Life Emergencies: Call 911

AED (Automated External Defibrillator): Available at the lobby level, in the niche behind and to the right of the hotel front desk area. (Make: Defibtech; Model: ReviveR; Serial Number: 400155220; Pediatric use? YES; Placement Date: 10/31/2022)

24/7 Emergency Building Issues: Call Arras Security (828) 774-5542 or the Arras Front Desk 828-255-0303 (and dial "0") for items such as security; elevator; water leak or gas smell; loss of electricity. After hours you may have to dial "0" to get to the front desk instead of offsite reservations.

Non-Emergency Contacts:

  • Asheville Police Department – 828-252-1110
  • Asheville Fire Department – 828-259-5636
  • Memorial Mission Hospital – 828-213-1111


Community Manager - FirtstService Residential (FSR):

  • 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.

Locked Out? Fob does not work? Hotel Security will help you. Call Security at (828) 774-5542

Meet your guests: Hotel employees are not authorized to allow guests on resident floors.

Spill in the Hallway or Garage? Cleanup Required? If there is a spill or accidental pet soiling that requires cleanup, call the 24/7 Customer Service Center 855-546-9462.

Safety issue?  Call Security (828)-774-5542.


General Guidelines:

  • Front Desk: is ONLY for fire and life safety emergencies. Do NOT ask the front desk to contact Security or Engineering, hold packages, admit guests or for any other services.

  • Security: call 828-774-5542. Security is our main point of contact for such services as: access to units; parking pass distribution (per reservation with FSR); an unauthorized car in your space; garage door opener replacement; drop off and pick up for fobs that need to be reprogrammed (do not leave with the front desk); handle the “occasional” and unexpected delivery; hold security damage deposit checks for move in/ move out.

  • Engineering Emergency Services to Residents: 

    • DefinitionFire of any kind; flood/water intrusion; gas smell; safety/security issues
    • Report immediately to the hotel front desk and the front desk will contact engineering.
    • Emergency services: repair/ shutoff of water; gas; window damage; etc.
    • Elevator extractions; addressing any other elevator life-safety issue. (In an emergency, contact the front desk, and the front desk will page engineering.)

  • Engineering Non-emergency Services to Residents: (For service, or contractor orientation, contact FirstService Residential.)

    • Residential door lock maintenance and battery replacement
    • Simple investigation regarding condo unit systems such as electricity, plumbing, A/C. If it is something other than an issue as simple as resetting a circuit breaker, professional repair will be recommended.
    • Orientation for contractors and inspection during work as needed.

  • Note: Except for emergency services, engineering services to residents are delivered ONLY as arranged through FirstService Residential. Engineers are on site from 7:30 am to 10:00 pm Mon-Fri and 7:30 am to 11:00 pm Sat-Sun.
NO “side jobs” may be offered to any hotel staff member.

For a complete list of Services and Responsibilities 2024-01-17 Services and Responsibilities.pdf

Normal Contractor Hours: Monday through Friday 8 AM to 6 PM. Noisy work may not start before 8:30 am or be performed on weekends. Any non-emergency work outside of these hours must be pre-arranged with FSR.

Guest Parking Pass: email Evita Briceno to schedule or call the Customer Service Center. Pickup pass at Security.

10th Floor Property Rental: Call Caitlyn Ihnat - Arras Residences Vacation Rental Property Manager 828-210-8151 or email [email protected].

Scheduling Moves: Please notify FSR at least 24 hours in advance so that protective pads can be placed in elevators and engineering can schedule elevator access. Elevator D is the primary elevator for all moves, with A used only on a single use basis, and only if pre-arranged with FSR.

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