Home2 Suites by Hilton Pigeon Forge

I haven't even had the opportunity even to stay here and I've had the worse customer service experience over a cancellation fee. I was bounced around for over two days and was left on hold for over a combined 45mins. After Speaking with the reginal manager who would have able to approved a cancellation fee. ( she said next time read the fine print) who decided to speak to me like a child and basically pushed me off again. Now apparently waiting for a response from their COO Tim rice through email for a solution. If the customer service is anything like their hotel, this is not a place I would ever recommend.

Very disappointed in this hotel. I have two rooms for two nights. We went to Dollywood all day and came back exhausted ready to take a shower and sleep but neither of our rooms were cleaned. When I asked the front desk if they could send someone to make up the rooms, their answer was that Hilton policy is to make up the rooms every other night. No one told us this at check-in and nor will I accept it. We came in late last night and are leaving tomorrow morning and we are getting less value for what we paid for. This is bad business practice and deception. I am a frustrated customer who should have listened to his wife and booked at Marriott.

There were some issues with the room but the front desk, maintenance, and house keeping all worked together for a quick resolution and it was addressed. Good breakfast that my kids looked forward to. Excellent location within driving distance of multiple options of activities. The kid friendly outdoor pool is a big plus that other Home2 suites did not have. Front desk personnel were always friendly and welcoming to my family. Also several stores for necessities for the family are within range. One recommendation, and an issue that I'm seeing in newer home2 builds, is the usage of sliding doors for bathrooms (probably for space). The locks eventually gets removed due to issues long term, and a sliding bathroom door without a lock is at the mercy of a curious toddler. Please move away from this.

Clean and nice hotel! Great staff! Everyone was nice and everything was clean. The laundry room was clean and easy to access. The pool outside was cold since it was in the shade but the indoor pool was nice and warm! The beds were a bit hard but the pillows made up for that. Great views too!

A newer hotel in the area but it is truly has not been maintained. The hallways smell like a kennel. From the time you hit the front door until you walk to your car the air is filled with dog feces. You have to watch every where you step. I called in advance and ask that my preference for a hyperallegenic room be notated. I wish the front desk agent would have told me that she did not know what that meant bc upon arrival when I attempted to verify the room she asked me what it meant and then proceeded to state she took my prior call. To now be at check-in and told you do not have even one designated room that you don’t allow pets in was disappointing. The staff was very friendly, but they have no control of the maintenance upkeep. I was also taken off guard to see there is no designated parking spaces for Diamond members. It appears Diamond members are not valued. The indoor pool was VERY cloudy and not swimmable. Would have been nice to enjoy the pool as it stormed outside. Everyone who entered the pool area had the same sentiment. Regrets that this will be my last visit to this location.