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at the Comfort Inn & Suites At Dollywood Lane
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Dirty rooms and rude sales managet
Sep 26th, 2020
My wife and I never had any problems with staying here until now. We requested a room with a hot tub which we have never had a problem with in the past. (We come to this hotel once every few months just to get away and enjoy the hot tub) to make a long story short the first room we check in is absolutely dirty with hair on the bed and in the bathroom. The hot tub even had what seemed to be hairs of some sort in it as well. I call the front desk and was moved to another room. We go to that room and find the same exact issues with the first room. Now it has even gotten worse because the hot tub in the room now has barley any jet pressure. So it’s basically a small pool. My wife and I decide to just deal with it and I will call in the morning to speak with a manager. Next morning comes and I call the front to only speak to a very rude “sales manager” advising me that the general manager is out and she will just have to deal with me and the issues she already knew I was having after speaking with her employee from the last shift. Even told me I was basically a inconvenience because I had to move rooms and they had to move other guest around because of me! (Hospitality rule number one. Always make the guest feel welcome and treat them with respect) I think her name was Angie but I’m not for sure. A total piece of work and couldn’t be more rude to me in a sarcastic way. I even requested to just let me check out later to make up for the issue and she told me she has been there 20 years and has never done that for no one but she will this time to make me happy. (As she exhaled on the phone like it was killing her, not my fault your rooms are dirty.) The sales manager then tells me that she needs to send maintenance up to make sure something is actually wrong with our hot tub because the last guest who checked out didn’t complain at all! (Hospitality rule number 2, the customer is always right when they are upset about an issue. Make them feel heard) So maintenance comes up and fiddles around with the hot tub (these guys were awesome people by the way. So nice and understanding. They should honestly be in charge of helping guest and running the show.) They seen that my hot tub wasn’t working to 100 percent so reported it back to the sales manager. She then calls me nicely to tell me I would be receiving a half refund. (Never apologized, only made me feel like a huge inconvenience) My wife and I didn’t even check out late. We were ready to go. I’ve never been treated so poorly for an issue that’s the hotels fault. Needless to say Pigeon Forge is huge and hundreds of hotels more to choose from. It’s actually going to be kind of fun finding a new hotel we will visit on the regular. I hope the sales manager gets retrained and learns how to become excellent in the hospitality business if she’s going to be picking up calls instead of trying to promote. So long comfort inn. It was a good run until this last trip. TRIPADVISOR.COM USER
Terrible room with even worse service
Sep 11th, 2020
Spare yourself the headache and book anywhere else. This was the worst room we've ever had the displeasure of booking and even worse then the dirty, wet, smelly room we had was extremely rude. Considering all the other upset patrons in the lobby during our multiple trips down there (since our phone wouldn't work after 3 times of requesting it be looked at, though eventually it seemed intentional so people would stop bothering them) it's not an uncommon reality for them. TRIPADVISOR.COM USER
Convenient location in Pigeon Forge
Aug 27th, 2020
Good location, though on the busy parkway, it was difficult to exit at times. Lots of parking available. Room was clean and seemed like it had been renovated fairly recently. Breakfast was subpar but hotel is limited as to how service is handled at this time. Breakfast staff members were very friendly and apologetic. Only powered eggs, sausage, biscuits and gravy were the entrees (all with too much salt!) TRIPADVISOR.COM USER
Great Stay during COVID Restrictions!
Aug 14th, 2020
This was our 3rd stay at this hotel since 2018. I was VERY PLEASED with how the experience transpired. Booked our room the day of our arrival via Choice Hotels, being a Gold Member we received a great rate. We arrived around 4pm. Check in went very smoothly. Our room was on the 5h floor, king bed with fireplace and balcony. Our view was of the back parking lot but that was ok because it was nice and relaxing to sit on the balcony of the mornings to peace and quiet. Our room was extremely clean. I liked many things about how this particular location is being pro active in regards to COVID - there are hand sanitizing stations at the elevator - outside and inside of it. You are given the choice as to how you wish for housekeeping to clean/enter your room. You can hang a placard on your door handle to let them know what you need to have done. I always travel with lysol and lysol wipes even before the COVID outbreak, I must say this room was probably the cleanest hotel room I've been in for some time now . We did not have a need for housekeeping to enter our room or leave any items during our stay which was great. The only negative I will comment - while there is still a hot breakfast bar being served by the attendant, it would have been nice for there to be milk available, and that the meat selections each day for the hot breakfast change up like normal. Even the breakfast area was very clean as well and table spaced appropriately. I was even impressed with the fact this hotel had sanitizing spray and towels for guest to clean even their seats/tables in the pool area, plus those same chairs/tables were even spaced apart appropriately. As far as the noise level some others commented on - management cannot control the loudness of others, and we did hear some folks our last night of our stay, and yes the doors do make a loud noise when they close, I credited that to the door being a heavy door. None of this affected our stay or impression of the hotel. Our bed was a little more firm than what we are use to but it did not interfere with us still getting a restful nights sleep. Looking forward to staying at this property again when we are in the area. TRIPADVISOR.COM USER
Great place to stay
Aug 14th, 2020
Hotel very clean, maintenance cleans air conditioning units once a month. Also Seen them cleaning carpets.. Front desk staff very nice and friendly. Rooms nice size you don’t feel cramped inside. Will be staying again. TRIPADVISOR.COM USER
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