The dates of our stay were from June 17-20 2013. My dad, (we were in room 231) rented a room in Phase 1 for 3 nights. He made the reservation and was called back the same night and was told that the computer messed up his credit card number so that the room was not reserved. Later on we think what happened is the guy named Brandon who typed it in the computer did so incorrectly and therefore we lost the room that we had requested to someone else. This is just what we think may have happened. Not sure.
There were 3 of us. My parents and myself (23) on this trip. My family and I have stayed in this same hotel or one of their other properties in the past without issue but not so this trip. Probably at least 7 times we have stayed that this same Twin Mountain brand of motels etc. The place has gone downhill in terms of service and common courtesy. My father requested a room with two beds. When we arrived at the place we had a bed and a pull out couch. My dad immediately called over and told them that we had requested a room with two beds and asked to have the room changed. He was transferred to another lady who was supposedly the "manager." She said (and I quote) "We don't guarantee beds." (We have NEVER been told this before at this property. Might I ask what the point of a reservation is then? Why not just take a chance like Russian roulette and get a room upon arrival next time, perhaps?) Anyway, then she said you have TWO choices. You can switch to the regular hotel or stay in the room you are in. We can discount the rate for your stay if you stay in this room you are in or comp you for admissions to some attractions. My dad asked, "Can I call you back in 5 minutes?" She said, "You can't call me back, I am going to a funeral." She was quite rude! I am sorry that she was going to a funeral and for her loss but she didn't have to be rude about it. My dad then explained that the reason he needed two beds was because we had 3 adults. If it had been 2 adults and a child it might have been different but I'm 23. She then said," I'm 30 and I've slept on those just fine." She laughed.
Everyone in my family has slept on them at some point in time however, we didn't pay that rate to stay on a sleeper sofa. We wanted beds. We told her we would stay in the room we were in and she could just discount our rate like she had said. She said she could send extra blankets for the bed. I received no extra blankets and SHE DID NOT reduce the rate. Which she said she would do right then! This was a week ago so I think if she reduced the rate right then it would have shown up by now? We are very disappointed in this once much loved location and property. The location and inside of the place is still great as was the cleaning service but the MANAGEMENT needs much better training and people skills. People come on vacation to relax not be hassled about room types and typographical errors in credit card numbers.
The Cates Family
- Official Description (provided by the hotel):
- Twin Mountain offers affordable Hotels in Pigeon Forge TN. Our hotel a is nestled on the banks of The Little Pigeon River. Located in action-packed Pigeon Forge Tennessee, home to Dollywood, Dixie Stampede, Hatfield and McCoy's Dinner Theater, Wonderworks and the newest area attraction Titanic. ... more less
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- Also Known As:
- Twin Mountain Inn/ Hotel Pigeon Forge
- Twin Mountain Hotel