Recently while on furlough due to the Government shut down I decided to take my lemons and make lemonade. I loaded up the kids and wife and we took our first trip to Dollywood for a fun 5 day trip. On the way up my wife booked our hotel stay at this establishment through an online booking company. We based our choice on cost ($70 a night) and proximity to Dollywood. We left on a Friday afternoon and arrived around 10 PM that night. When I walked into the lobby I was greeted by a group of people making complaints that toilets were backing up, and key cards not working. From that moment on I immediately had a sinking feeling in my stomach that we might have made a bad choice. I should of read the reviews already on this place before booking. I read through all of them after we left and discovered a lot of the things other people complained about as far back as June 2013 were still happening on my trip in October 2013.
From the moment I arrived I was not warmly greeted. It was obvious that the front desk staff had no interest in doing that. I announced who I was and was told that there weren't any keys to give to me because the machine was not working, and that there wouldn't be any keys for an hour. Someone went up to our room and unlocked/left it wide open for us. I went to the room and checked to make sure that at least the toilet flushed and then came back down stairs. We made our way back to the car to go park and couldn't find a single place to park in the darkly lit lot. I had to park in lot next door to our hotel. We hauled our stuff up to the room and then decided to go out and eat. Around 2 AM we returned to the hotel and the front desk person told me they still didn't have any keys. This was 3 hours after I was told only an hour wait for keys. The man told me that he would come up with a key to let us in, so at 2 in the morning me and the wife and kids go up to our room to stand and wait outside. After about 20 minutes the man from the front desk never came up. I walked back down to find out what was going on.
The front desk man tells me that he still doesn't have a key for us and his solution is going to be to put us in another room. I informed him that we had all of our belongings in that locked room, which included insulin. He then told me that he was going to have to remove a panel that is used to hold the air conditioner unit in place and have one of my two kids crawl through the opening to get the door open. I was extremely furious but held my cool and agreed so we could get in the room. I told my wife and kids to stay in the lobby while I went up to help the front desk person. After several minutes he was able to remove the panel and thankfully reached in and unlocked the door. He did make an effort to help up at that time and I am thankful, but these kind of things should not be happening repeatedly according to other reviews it seems routine.
The next morning I went down stairs to get key cards and the lady at the front desk rudely told me they didn't have any for me. As I was about to walk away another person told her something and then the lady went ahead and made me a set anyhow. I went to the breakfast area and even though it was almost 10 AM they had nothing out at all. I went back to my room and checked both cards and they worked. So we all left to get breakfast at a restaurant and then on to our activities. Later on that evening we returned and went back to our room only to find out that the key cards wouldn't work. By this point I was getting frustrated. I went back to the front desk to have the cards set again and was questioned by the man if I had them in my wallet???? Where else would I put them? I had one in my wallet and the other one was in my wife's purse. Neither of them ever came in contact with magnets. When I returned to the door where my family was waiting they pointed out no less than 5 gold brownish spiders on the wall around our door. I was able to open the door this time. We walked in and to our surprise the room which was unoccupied all day and most of the night had not even been cleaned. Our beds were unmade and all of the towels we used from the night before were still pilled up on the bathroom floor. I called the front desk and told them we needed towels. The man said he would have some sent up. We waited and waited, and waited, and waited some more. My kids needed to take showers, My wife and I needed to take showers, we had been walking around all day long. I went to the front desk and the man there told me he was having some sent up. The lady there didn't ever may eye contact with me, never acknowledged my presence at all. I waited in the lobby and still no towels. I went back up to the bedroom and my wife was pissed off by this point and she left the room, and found a housekeeping cart and brought some towels back herself. If you plan on staying here BRING YOUR OWN LINEN AND TOWELS, AND TOILETRIES because you're certainly not going to get it from house keeping, and the front desk just doesn't give a damn about you or the money you spend on their dump. Saturday morning we were woken to a large group of college-aged students in the parking lot chanting and yelling in unison. As if some pep rally was going on. We complained to the front desk but they didn't care. Their response was more or less 'so what?' They just do not care!
Saturday night I booked another hotel for Sunday. Sunday morning I went down to the lobby to check out about 8 AM and even though there was several people in the breakfast area I hardly saw anything to eat. There was a single waffle maker but didn't see any batter, there were 2 cereal dispensers and 2 biscuits and 6 or 7 small muffins. As I was walking out I noticed that a set of glass doors leading to the outside that had a decal on it stating "DOORS REMAIN OPEN DURING BUSINESS HOURS" but the door was LOCKED! This is a serious fire hazard, if something had happened in the lobby, no one would have an exit to use.
The beds in our room were very uncomfortable, I could feel every spring in them, the pillow they provided had no support and were very flat, I had to take clothing from my bag and place it under the pillow just to get my head in a comfortable position. My wife suffered back pains due to the 2 nights sleeping on these beds.
I never had an experience like this at any place I've ever stayed. In fact this stay is what prompted me to create an account and post this review. It's apparent they won't offer a refund, their staff takes no pride, their management has no leadership skills, or ability to properly staff this place. The owners should sell it off and turn it into another amusement ride or parking lot, because it fails horribly as a hotel.
I noticed that the Hotel Front Desk Manager likes to rebuttal several of these reviews, some with pretty pathetic excuses like it was a busy weekend etc. They keep saying they're fixing this and that but here it is 3 or 4 months later and the same issues exist. CUSTOMER BEWARE! SAVE YOURSELF MONEY AND GRIEF. GO ELSEWHERE!
- Official Description (provided by the hotel):
- Nice clean rooms, Largest out door pool in Pigeon Forge with seperate pool for the kids and lazy river. Free breakfast and Wi-Fi. Located in the heart of Pigeon Forge, only 2 miles from Dollywood and Splash Country. Minutes away from the Great Smoky Mountains National Park, and shopping at the Tanger Outlet mall. ... more less
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- Also Known As:
- Howard Johnson Pigeon Forge Hotel Pigeon Forge
- Americana Hotel Pigeon Forge
- Americana Motel Pigeon Forge
- Americana Inn Pigeon Forge