DoubleTree by Hilton Hotel Oak Ridge - Knoxville — Hotel in Oak Ridge

This is the affiliate hotel for a youth football tournament. Our team reserved 28 rooms, for 2 nights at $114 a night, a month prior to the tournament date. We arrived as a team and it took 2 and a half hours for all families to get checked in. The employee checking us in explained that the website did not put a cap on the amount of rooms through the football tournament's website, so they overbooked. Families that booked double beds were offered a double and a rollout to fix the problem... Not our problem or our fault. Their computer system also had an issue with our team using cash to pay a portion of the room fees. Since when is paying cash for something a problem? As tired 5, 6 and 7 year olds waited with their parents to get a room, we were given dirty looks by employees and guests. Later that first evening, the manager closed the swimming pool at 9:20 when the posted pool hours were until 10:00 bc he had complaints of too much noise. The 2nd night, players sang happy birthday to a teammate and again, management informed us of noise complaints and warned the coach that the pool would be closed early if needed. The manager and three other employees that followed behind him through the halls ( I guess he needed back-up,) spoke to every parent and child they passed to inform that they were on "Quiet Duty." I'm not a business major, but my teaching degree requires me to use common sense in situations that involve large numbers of people. I guess I thought that the point in reserving rooms in advance and using the hotel that was recommended by the tournament website was to book rooms together. I guess we were spread throughout the 5 floors and across both wings of the hotel due to their over-booking error, and that the hotel management would be more understanding about families and friends that were split up. Knowing that you are an affiliate hotel for a football tournament that is for youth teams, you would think that some noise in a pool area, that echoes due to design, would be expected, and normal pool hours would be kept for the convenience of the 28+ rooms that were booked for the youth teams and their families, and that "Quiet Duty" patrolmen would not be necessary if management and booking staff used a little common sense. I have attended a variety of hotels (that include Hampton Inn and Embassy Suites) for youth events that include dance teams, cheer teams, football teams, basketball teams, and track and field teams, but I have never experienced such ignorant and rude hotel management. We will make sure to spend our money elsewhere if we ever come back to the Rocky Top tournament. On a good note, the pillows were very comfortable. At least those folks that complained of our noise had a soft and cozy place to lay...

This is my dialog with staff. No compromise!

Me: To whom it may concern,

I was looking for a Hilton hotel in Gatlinburg for today Friday, and had contacted a dog sitter to stay with elderly chiwawah while we vacationed for a day. After glancing on the web, I realized there were some hotels that are pet friendly. I figured it was easier to bring this chiwawah, and choose a hotel even if it was further away, just so we could bring her.

I called the hotel several times, but the first time to confirm it was really pet friendly, which they confirmed. I was never told there was a fee. I would of left her at home if I knew.

The manager here said it was in website. I have yet to see it The attached reservation is attached, and I see no where where it states about fee.

Please waive the fee considering I didn't know about it prior. Thanks in advance.

Double tree staff:

Hello I apologize that you did not see the pet fee online, it is there. All pet friendly hotels have a fee now days. Unfortunately, the fee can not be waived since a deep clean is required in the room after an animal has stayed in the room. This fee is set by our corporate office not here at the property. I apologize again but I am sure you understand the need for a deep clean since some folks are highly allergic to animals. Thank you for visiting with us and we hope you will return soon.

Me:

Then why is it $25 per day at Park Vista Hilton in Gatlinburg which is a much higher quality hotel and $75 at yours. No offense, But Not sure what your version of deep clean is, cause 405 was not that clean and 403 still had a dirty rang hanging by shower curtain from previous tenant. Actually the kids only complain was that room was dirty.

Double tree staff:

Property rates are different indeed and this is set by corporate. I am sorry to hear that you were not satisfied with the condition of the room. You should always notify the front desk while you are in house and allow us an opportunity to correct the issue. I...

We had a wedding in town. We reserved a block of rooms. Everyone that stay had a list of things wrong with the room, fire alarms were going off, leaking air conditioner, pipes breaking in the bathroom. Out of the rooms that were blocked off and paid for we had 3 stage 4 cancer patients andb3 heart patients. We got 2 different stories, kids pulling the alarm and they had it on video then I was told that was not true and they have been having problems with the alarm system. Either story it is not acceptable for the issue to be addressed. The staff in the bar and restaurant were great. The rude assistant manager ( food service manager) was on duty Sunday and told me NO ONE will be addressing this it has happened before and they will not do anything about it and there is no one but her to talk to. The Manager and District Manager do not work on weekends. Today is the Friday following our stay and he isn't working today either. Stay at your own risk. The 5 stars for service is for the nice lady that was called in on her day off to work the desk Sunday when all this happened and the bar and restaurant staff. The rooms would have gotten a 0 review if it were available. I can only rate the rude food manager that was there Sunday (-00) because no one else has reached out at Corporates request for them to do so.

Corporate had also requested you contact me. The alarm issue happened 2 times. And is an ongoing issue at this Hotel. I have a claim number with Hilton Corporate 243625087. I contacted Corporate because that is who the rude MOD on Sunday told...