Complaints

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I arrived at 2193 Parkway, Pigeon Forge, TN around 11pm on 12/16/22 with my family. I was told that they did not have a conjoining room. I explained to them that this is what I specifically asked for due to the size of my party that would be staying. The front desk staff stated that it's nothing they could do and do not have any conjoining rooms available even though this is what I requested. Within 30 mins of check-in we began receiving phone calls about noise complaints. The hotel called us 3-4 times within 2 hours saying that they were receiving noise complaints on us. Brandon stated that if he got one more noise complaint, he was going to call the police and have us evicted from the property this was at 1am. The next day my family and I left to go to Dollywood and did not arrive back to the hotel until around 10:30pm. Around 12:24am the police knocked on our door with Brandon M. standing along the side. The officer stated that they were there because they received a call and the property wanted us to leave. The officer further stated that they were told that they received 15 noise complaints all day and gave us 5 warnings. I explained to the officer that we had been gone all day and just got back within the last hour. The officer also stated that there was an incident with the pool and the kids did not want to get out and leave on time. We had to drive 200 miles back to Georgia in the middle of the night. The harassment began from the time we checked in. We were lied on about false complaints and the staff could not even tell us what kind of "noise" he was receiving complaints about. I demand an investigation into these alleged complaints to contain a complete log with rooms, the type of complaints in detail, and review of camera footage to prove that my kids were out the pool by 12am. I DEMAND A FULL REFUND AS I DID NOT RECEIVE THE ROOM THAT I REQUESTED UPON BOOKING A MONTH IN ADVANCE NOR DID I STAY FOR THE TIME THAT I BOOKED AS I WAS EVICTED OUT.

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/12/20) */ We greatly appreciate the feedback as it helps us to constantly improve upon our customer relations. We are also glad that we could come up with a satisfactory refund and resolution for the guest.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I arrived at 2193 Parkway, Pigeon Forge, TN around 11pm on 12/16/22 with my family. I was told that they did not have a conjoining room. I explained to them that this is what I specifically asked for due to the size of my party that would be staying. The front desk staff stated that it's nothing they could do and do not have any conjoining rooms available even though this is what I requested. Within 30 mins of check-in we began receiving phone calls about noise complaints. The hotel called us 3-4 times within 2 hours saying that they were receiving noise complaints on us. Brandon stated that if he got one more noise complaint, he was going to call the police and have us evicted from the property this was at 1am. The next day my family and I left to go to Dollywood and did not arrive back to the hotel until around 10:30pm. Around 12:24am the police knocked on our door with Brandon M. standing along the side. The officer stated that they were there because they received a call and the property wanted us to leave. The officer further stated that they were told that they received 15 noise complaints all day and gave us 5 warnings. I explained to the officer that we had been gone all day and just got back within the last hour. The officer also stated that there was an incident with the pool and the kids did not want to get out and leave on time. We had to drive 200 miles back to Georgia in the middle of the night. The harassment began from the time we checked in. We were lied on about false complaints and the staff could not even tell us what kind of "noise" he was receiving complaints about. I demand an investigation into these alleged complaints to contain a complete log with rooms, the type of complaints in detail, and review of camera footage to prove that my kids were out the pool by 12am. I DEMAND A FULL REFUND AS I DID NOT RECEIVE THE ROOM THAT I REQUESTED UPON BOOKING A MONTH IN ADVANCE NOR DID I STAY FOR THE TIME THAT I BOOKED AS I WAS EVICTED OUT.

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/12/20) */ We greatly appreciate the feedback as it helps us to constantly improve upon our customer relations. We are also glad that we could come up with a satisfactory refund and resolution for the guest.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩