Hampton Inn Gatlinburg Historic Nature Trail — Hotel in Gatlinburg

This is the second customer service issue I have witnessed at this hotel. One was to somebody else I didn't know (see bottom of review for that one) and then this current experience. Today I called with a request for a late check out for a upcoming dates because of some work related items I was going to be on. Becky the front desk clerk answered and I asked for the Manager. Why the manager you ask? Because I had called on Thursday to ask this question and the guy who answered said that he couldn't help as there were no managers on duty who were there and encouraged me to call the next day. BTW he was very nice. So when I asked Becky for the manager she asked why? and I told her about the previous day and she said oh I can nswer this. She then promptly put me on hold to talk to somebody which is why the receptionist the previous day told me to talk to the manager. Becky came back and told me that they would need to charge me because I was requesting to stay till 6 and I said no I needed to be there till 3:30. The price she quoted was rather steep so I again asked if I could speak to the manager and she put me on hold again and came back and said the price I gave you is the price it is because you are staying till 6. I again clarified the time and I told her that hotels had worked with me before based on my Hilton Status to which she then began insulting my request by saying "You have never done this at a place where people go on vacation." I replied that I had indeed done it at the Hampton in Pigeon Forge. I again asked for the manager which she ignored and proceeded to say that my request not able to be met. I asked for the manager again and so she said "well she is on the phone so may not be able talk with you." She put me on hold and I waited for almost 5 minutes then decided to call another hotel. I called them and explained my situation and they said sure no problem and the room was booked. I still wanted the manager to know how the situation was handled at the Hampton so I called, Becky answered, and I asked to speak with her manager. With the manager I shared what had happened and she said I am sorry and then she got very defensive. I told her that I had found another hotel so I was not trying to get a room but wanted her to understand what the issues were so that they could improve. I also told her that I would write up a review and she got very upset and said "so you are going to trash our hotel?? you better put I apologized!"I told her I would and then she said "There was another employee who was with Becky when she was talking with you and she will be able to confirm what Becky said or didn't say." I told her that I would put that in the review that somebody heard Becky act like this then when I said that the manager backtracked and said "Oh I never said that they heard Becky." To put it mildly while this is a nice hotel the customer service is in need of work, see other reviews! Earlier this year I stayed there and overheard two front desk workers talking negatively about a specific guest they had just talked with and when the guest heard them and approached them they got very testy with him and said "you don't know who we were talking about so don't worry about it." This guy walked away without saying anything else. Later I overhead him talking to the other leaders why were with the group he brought and he said to the other leaders "this is the last time we stay at this hotel when our group comes." If they couldn't meet my request that is fine there are other hotels but to be treated so poorly and then insulted was...

This is long, I know, but a lot happened! Husband & I are from South Carolina & we just stayed at the Hampton Inn Historic Nature Trail in Gatlinburg TN from 09/14/2018 - 09/17/2018. It was when Hurricane Florence was hitting NC & SC. We had our 2 Dogs with us (Molly - 145 pound Great Pyrenees & Ziggy - 8 pound Chihuahua] & because the Owner too was an Animal Lover he allowed Evacuees to bring their pets with them to keep them safe (they normally do not allow pets at all). They were very understanding of the whole situation & only charged $30.00 per pet/per night instead of the $150.00 charge that other hotels in the area that accept pets usually charge & that was very much appreciated. The Hurricane wasn't the only bad thing that happened while in Tennessee, but none of it was the Hampton's fault & the People that were in Pigeon Forge during the Rod Run were a Great & Friendly Group of People as well. Our Truck's Fuel Pump quit right on one of the side roads at the light that turns onto the Main Road in Pigeon Forge & we thought we had gotten water in our gas or something, so we walked down a block or so to the gas station in the Rain to get more gas & when we got back to our truck, someone had bought a gas can full of gas & left it on our truck, we were floored by the Compassion this person had & we wish we could have Thanked them. The truck however, still wouldn't start & we were stuck at the intersection. Just a minute later, a young man in a Jeep Cherokee stopped to help us & he towed us to Bonefish Grill next door to get it off the road, what a Great Guy! We called Bonefish Grill & explained about our truck & they said we could leave it there until tomorrow (that's all the time we asked for) to have it towed. All I know is Tennessee & the People there, are Exceptionally Nice & Very Caring People! Thank you & God Bless ALL of You Fine People! This hotel was very Clean, Modern Decor & served a Very Nice Selection of Breakfast every morning by way of Buffet Style, they had a very nice & cozy back patio area with a nice Hot Tub & Firepits with seating areas & it Overlooked the River which was very relaxing & pretty (very busy & we never got to enjoy it because people tend to just hog areas like that, not thinking about others, but that's not the Hotel's fault). The main thing that we were impressed with were 2 of the Afternoon/Evening Front Desk Clerks, Anita & Sue, they were always so friendly, professional & always eager to help us however they could. Another exceptional employee is a young Man (he is Russian I believe) that is in Housekeeping & he worked the Main Floor where we stayed (room 220) & he too was very nice & eager to assist with our needs while we stayed there. As a matter of fact, he was the only housekeeper that I saw the whole time. We very much enjoyed our stay here. The Hampton Inn should be very Proud of these Employees because they Truely know the meaning of Great...

I am currently staying at the Hampton Inn Gatlinburg Historic Nature Trail, and this has been the worst hotel experience I’ve ever had. When I booked my stay through Booking.com, there was no mention of ongoing renovations. I later found out that the hotel had a renovation notice on their official website, but that doesn’t help when third-party sites don’t include this information. I had no idea I was walking into a construction zone until I arrived.

The front desk staff was friendly and welcoming, but that was the only good part of my stay. They told me that my room was one of the newly renovated ones, but it felt completely unfinished, empty, and outdated. The room had nothing in it—just a white, empty space with barely any furniture. There was nowhere to store our clothes except for one tiny closet that didn’t even fit one person’s belongings, let alone three adults. There were no shelves, no dressers, no seating, and barely any lighting. The lamp fixtures were there, but the lamps themselves were missing, so we were left with just one small lamp for the entire room. It felt more like an abandoned space than a hotel room.

Aside from the terrible room setup, the entire hotel felt like a construction site. Every morning, we were woken up at 7 AM by loud renovation noise, making it impossible to rest. The hallways looked unfinished, with exposed walls and wiring. The pool area was in terrible shape,which made the whole experience even more uncomfortable. The lobby was crowded at all times, and overall, it didn’t feel like a place meant for guests. This is my third time staying at this hotel, and I chose it again because my past experiences were great. I even brought my parents here from another state, thinking it would be the same, but it has been a huge disappointment. If I weren’t eight hours away from home, I would have left immediately. I regret booking this trip, and I feel terrible that my parents had to experience this. If the hotel knew renovations would affect guests this much, they should have closed off certain floors or at least updated booking sites with proper warnings. This feels like a one-star hotel experience, not what I expect from a Hampton Inn. If you are thinking of staying here, don’t. At least not until the renovations are completely finished. I still have one more night here, and I honestly can’t...