I did not stay at the Clarion, but after my experience with Clarion staff and management, I plan to as soon as I can get back to Pigeon Forge.
I made a reservation at the Clarion based on the stellar reviews on tripadvisor. Because one of my daughters had to cancel her trip with us, I tried to change my reservation from two rooms to one. Somehow, I fouled up the change and ended up cancelling the reservation. I immediately tried make a new reservation, but the online system said the hotel was sold out for the weekend. So, I made a reservation at another Choice hotel in Pigeon Forge.
We drove to Pigeon Forge and spent the weekend in the other Choice hotel. I won't mention its name, but the hotel's condition was bad enough that I felt ashamed to make my family stay there. Dead bugs, furniture and lampshades badly torn and stained, balcony door that did not lock, an elevator that was dirtier than a horse barn, and an overall interior appearance that suggested management's disdain for their guests.
Despite the condition of this other hotel, we had a great time in PF and Gatlinburg and the National Park.
When we returned to Florida from Pigeon Forge, I checked my voicemail. There were several messages from the Clarion, Pigeon Forge telling me that they were holding my reserved rooms. As I mentioned earlier, I inadvertently cancelled my reservation, so I had no reservation- or so I thought. I called the Clarion for an explanation. I explained to the desk attendant that I had cancelled my reservation and gave her the cancellation number. She checked it out, and I had in fact cancelled. But, she said, I had as second reservation that was not cancelled. I went back and checked my email, and lo and behold, there were two reservation confirmations and only one cancellation.
Oops. I had reserved two more rooms, and didn't cancel them. Rightly so, the Clarion billed me for the rooms. The desk attendant was unable to take any action on my behalf, and asked that I call back the following day and talk to a manager. I instead wrote a short note and faxed it to the Clarion and went to work.
When I got home from work, I had a couple more messages in my voice mail from the manager of the Clarion (whose name I don't have handy at the moment) I called him back. He was very sympathetic and considerate. He said he understood how the mistake was made and took the charges off my credit card. Then he encouraged me to bring the family back to Pigeon Forge and stay at his hotel and suggested that I call him personally to book my next reservation. He then gave my his personal cell phone number and told me to call it and he would handle any future reservation we might need.
I know. Long story. But this is, in this day and age, an extraordinary example of decency and fairness. I've never believed in "the customer is always right" philosophy. The customer is often wrong. But the business is not always right either. This is a case where the customer was wrong, but the business just did the right thing.
Since I've never been there, I cannot attest to the hotel's condition or comment on the day-to-day performance of its staff, but if honesty, integrity, and decency are important to you, then you should patronize this hotel. I plan to in June.
- Official Description (provided by the hotel):
- New hotel opened April 2010. Located at Waldens Landing, which includes several fine dining restaurants, shopping and miniature golf. The perfect place to stay for both business and leisure trips. Has an in-house Spa and free WIFI and breakfast included in stay. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Hotels.com, Choice Hotels, TripOnline SA, Travelocity, Hotwire, Cheap Tickets, Cancelon, getaroom.com and HotelQuickly so you can book your Clarion Inn Dollywood Area reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Clarion Hotel Pigeon Forge