We had stayed in this hotel before and had a relaxing visit in one of the suites on the back side facing into the woods. So we were planning to celebrate our 47th anniversary and decided to return to this hotel. We had seen mixed reviews on tripadvisor, but we decided to give them the benefit of the doubt. We checked in around 1pm and had a nice suite on the back side again on the third floor...with no problems so far. We turned the AC to max cooling because it was stuffy in the room and went out for lunch and a round of mini golf at the nearby course. As we were leaving, we noticed that the ice maker on the third floor was not working.....we had seen that mentioned in an earlier review, but had thought it would be repaired by now. On the elevator, we talked with a maintanence man and when we asked him about it, he said it needed a part and he had no idea when they were going to order it. When we returned to the room, it had not cooled down any at all...it was at least 10degrees cooler in the hallway than in the room. I called the front desk and asked to be moved to another room and since we had to move anyway, I asked for the second floor since the ice maker was broken on the third floor. Casey, the desk attendant , said he would be right up to show me what was wrong with the AC. He proceeded to lecture me on turning the AC to max cooling......"you cannot do that in Tenn because of the humidity..it will freeze up the unit." We travel a lot...and this is never a problem. By the way, Florida friends...according to Casey, humidity is not a problem..in FL...it is a dry climate! News to me! Lol ! Well, he fooled with the unit and it was not frozen up and he just could not figure out what the problem was. I asked to move again and he said I just wanted to move because of the ice maker and begin to argue that the room was not too warm. I asked if he had another room or not....that we didn't care which floor as long as the AC worked. He was very sassy in his reply, " I have plenty of empty rooms!" To which I asked , "then why are we even having this conversation?" My husband went with him to see another room...and it was even hotter than the first one. Casey again fooled with the AC unit and the said that it was set right...he just didn't know what was wrong with it too! So we told him we would be checking out and wanted our money back. When I went to front desk while my husband reloaded our car...the man on the desk did not know how to check me out! So while I was waiting for Casey to do it...another guest came to the desk and said his TV was not working! Too bad, so sad....a hotel with lovely suites with non working ice machine, AC units and TVs. Where is maintanence? We checked out and had a wonderful stay in the Hampton Inn in Pigeon Forge.....everything worked at the hotel and the front desk people were very professional! When I told Casey that the front desk has received bad reviews on tripadvisor and that I would be posting another one....he was totally unconcerned !
The suites are very nice when the AC works !
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.