Best Western Plaza Inn — Hotel in Pigeon Forge

The saying you get what you pay for definitely applies to this hotel. What a dump! We were only staying one night to be closer to Dollywood for the morning. We went to our room right after checking in and were immediately hit with the smell of weed as soon as we opened the door. We immediately called the front desk to request a different room and were informed they had no other rooms. We requested an immediate refund and left. We found a much nicer hotel right around the corner that met our expectations much better than this train wreck of a hotel. You’d think having such a great location the chain would take better care of it.

Update to owner's response: You are trying to avoid accountability for your shortcomings, just like your front desk staff did when we told them of the issue. It almost seems like a rehearsed response base on the similarities of your reply and the reply the front desk gave us. While you cannot control what people do in your hotel, your housekeeping staff should have mitigated the issue by working to remove the odor so it would not affect the next guests to use that room. Housekeeping should also have notified management so the appropriate fine could have been levied against the offending guests to cover the costs of what should have been an extensive cleaning. Not only did the room smell of marijuana, the elevator smelled of it as well. It is obviously a common problem that you and your staff have a coordinated response for it. And as for your statement that marijuana is illegal and we call the Pigeon Forge Police, ask your front desk staff why they failed to call the police on the individuals sitting in patio chairs in your back parking lot smoking weed when we informed them of it. You had a pool full of people and guests going in and out of the building and your staff simply went back there and asked them to put the chairs back.

Regarding the hotel we went to, I can honestly attest that the Black Fox Lodge was a hands down much nicer hotel than yours. There wasn't a single part of the hotel that smelled like weed. It was well worth the extra money we would've paid to stay in a weed infested room.

Have some humility when a guest points out an issue. Instead of responding defensively, respond like a professional and apologize for the inconvenience and explain what you did to correct the issue so other potential guests see that they aren't walking in to the same problem. But the response you provided explains why issues like this exist at your hotel in the...

My family and I were so impressed with this hotel and the rooms! We have been going to Sevier County on and off since 2009, and we have usually been staying at Vacation Lodge. It is moderately priced with a nice complimentary breakfast, indoor and outdoor pools, and a laundry facility, but we wanted to try something different. We saw this place on an advertised deal and decided to try it out. Boy are we glad that we did! The room that we stayed at was a 2 queen bed standard room, with a very generous sized TV, a microwave, mini fridge, coffee bar, iron and ironing board, plus a full size hairdryer that is on top of the shelf for your coats. I didn’t see the hairdryer because my husband had put things on top of it before I knew it was there. I only saw it when we were packing up to go! One thing you do need to know is that they do not have USB ports for you to charge your devices. You will need to bring a wall adapter so you can charge your smartphones. We ended up going to Walmart to pick one up. The outdoor pools were closed when we were there because they are only seasonal. My husband went to check out the indoor jacuzzi and said it was lukewarm at best, so we never used it. They did have an outstanding complimentary breakfast there! They had both eggs and 2 different types of sausages on the bar every morning, and we were there for a full week. They also had two waffle makers that were opposite of the breakfast bar that you could use. The eggs and sausages were very good quality, which didn’t leave you feeling sick. The cleaning ladies were very good. If we were running late on any certain day, we would just call and ask if house keeping could come by to clean the room, and when we got back it was beautifully done. This is a pricey hotel and we can only stay here when we find an exceptional deal on it, but let me add this. We ended up saving probably $120 just on breakfast by staying here because we all actually liked it. When we stayed at Vacation Lodge we didn’t always eat their breakfast there because it wasn’t that good. So while you may pay a little more for the room, the breakfast alone makes up for the difference. I would highly...

Just stayed there for a week with my family. Won't stay here again. First, my reservation confirmation I received via email never outlined the rate. It was a link to their website. For months I checked it and then at check-in, I paid $150 more for the week. I had to verify the rate but couldn't find it any where in my email to prove what it was supposed to be so I paid more than I should've. If I booked it the day before I would've paid $30 less per night. The room was clean and nice but had to constantly ask for toilet paper. 4 people in a room and they didnt replenish it daily. I booked 7 rooms 8 months in advance. We all arrived within a few hours of each other. The rooms were under my name. 6 of the rooms were all right near each other and my room was clear across the entire hotel. They put our entire party near each other except for me. So, it was challenging to coordinate with the rest of my family. Most hotels will keep you together and if room type makes that impossible, they bring it to your attention. They didn't. I paid for what was described as a river view room. Misleading. Could barely see the river. The suites look huge in the photos but they aren't. They don't even have full refrigerators, which is odd when you have a full kitchen. The breakfast area was very small for the size of the hotel and the person in charge of closing the pool area was a bit curt and rude when telling us the pool was closed. Right outside the pool area was some lawn space and it would've been nice if there was a gazebo outside of the pool area to hangout without taking space away from swimmers. It seems that the hotel is 2 hotels that were combined and still gave that same feeling like it was 2 hotels instead of 1. The location is just 5 minutes from dollywood and lots to do nearby. The main road is a nightmare with traffic and is the very definition of tourist trap. Super expensive to do anything. We...