Black Fox Lodge Pigeon Forge, Tapestry Collection by Hilton — Hotel in Pigeon Forge

NOT A 4 STAR HOTEL!! We arrived at 3:50pm for our 4pm check in time and our JR suite was not ready due to housekeeping. The man behind the front desk was clearly overwhelmed and not even remotely able to fake hospitality. He wasn’t rude but I wouldn't describe him as pleasant either. He kept going to a back room where I assume the managers were working, maybe hiding, the poor guy needed help and so did the guests. Anyway magically at 4pm the room was “ready”. When we got in there you can tell housekeeping did their best to rush but the room was not ready. We had a show to get to by 4:45 so we were also trying to hurry. The first thing I noticed was the amount of dust swirled around everything in the room because if you don’t dry dust first and you just wipe everything with a damp cloth the dust just gets smeared… I can live with that but I was already getting grossed out. So then I kick off my shoes and walked toward the front of the room where the tv is near the front door and I step in a huge wet spot on the floor. So disgusting. On top of all this I’m 7 almost 8 months pregnant and I have a 2 year old toddler so he’s running around and it’s not like I can physically get down and clean whatever it was off my foot or the floor. At this point I had to get in the shower before we left for our show and the bathroom was clean but then when I go to wash my hair the conditioner bottle pump is completely broken. It won’t pop up to get anything out. My husband tried to take off the cap so I could at least use it but nothing worked. I have long curly hair so a tiny sample sized bottle is not going to cut it. Now I’m beyond frustrated and feeling like we just got shoved in a room that wasn’t really ready. If I had a guest in my home I would NEVER put them through that. I really didn’t have time for this but I did call customer service and the lady on the phone heard me and politely and happily said she would get me a new room when I returned from my show. I got dressed and got on the elevator to go down to the lobby from the 5th floor. The elevator stopped half way through and opened to the back which kind of startled me and this middle aged woman with blond hair gets on holding a plastic clip board that says housekeeping on it REEKING of marijuana. I know I’m pregnant so my sense of smell is strong but this was unmistakable and to me smelt like she just finished smoking. So of course we’re making small talk because she startled me (in more ways than one) and I ask “How are you?” and she says “oooh it’s one of those days!!”… So when housekeeping is behind they still have time to smoke a joint? Very interesting.

When we got back to the hotel the flustered young man was still at the front desk. I approached him and said hi and attempted to ask about our room but before I could 3 words out he stops me and says I need you to hold a moment. So I do for about 5 minutes and then he makes a call, types on the computer and says “here’s your keys”. I’m glad he was working on my room but that was rude! We get up to our new room and everything is fine thankfully. Beds were very uncomfortable but that’s just our opinion I’m sure to some people they are just fine. I’m just not sure how this hotel could be considered 4 star with the treatment I received. I’m a Hilton card member and I’m seriously considering canceling my account because this experience made me feel like I was Staying at a frat house, not a hotel. Vera at the restaurant was so kind a personable I have To give her some credit. Everything else was terrible. I will NEVER return to this hotel and likely never...

This would have been a beautiful place to stay if the website was being honest! In Nov when I booked it said beautiful or ? Nice Smokey Mountain View’s with balconies. A FEW maybe?| Nice things first… then the real story. | The breakfast area is beautiful and you can have buffet or diner like as they serve you.. THey might not get your order right — lol — but they do serve you. | The pool area was very nice also. |I got to my room and was SO disappointed as I was waiting to come here and enjoy a glorious night by myself with awesome Mountain View’s. WRONG .. so VERY wrong. I faced the back which I asked for.. ( with the Smokie Mountain View and running creek.. ahhh sounds great huh? ) by the creek and found to look at a huge crane in mid progress of building another… probably hotel directly behind them. NO VIEW.. at all.. !! THEY REALLY need to REVAMP their websites…that have that saying. Not all have that saying. NONE OF THEM Tell you about the construction going on back there. After I was super upset.. and I dont get upset.. much at all ——— this upset me badly. It was my ME day and night! Take a book down by the creek.. no way.. what a joke. I actually sat in the very nice downstairs area with fireplace for 15 minutes before going to the front desk to be sure not to YELL at them. Im not like that.. I’m very reasonable and have a lot of patients..BUT?? | So I very nicely took my ipad to the front desk old lady and asked her to READ out loud.. what their website said. SHe did.. and I stopped her after the first sentence that said.. Smokey Mountain View’s…. I sure didnt see them from my room. She said.. well.. yes your right. The other gal there stepped in .. THANK Y OU SO MUCH whom ever you were.. and agreed also and had me switch rooms for an upgrade to a corner balcony with partial Mountain View’s.. I said that was fine, thank you. | I told them there was no excuse on their part for false advertisement as todays technology you just type things in to change it up. 5 seconds maybe? | DONE. Beautiful room.. ask for it you will be happy. It has a closed off bedroom + bathroom (with no bath-shower towels in it ) with a living type room and ? Cooking or at least a sink. ALSO it had a 2nd bathroom I didnt even notice until it was to late. It was a 1/2 bath.. sink and toilet and .. shelving.. ??? For.. AHHH THERE ARE THE SHOWER TOWELS.. ? Lol. Unreal. Too late.. used wash towels and hand towels to dry off. I did let the front desk know about that.. so hope that got that fixed. | GORGEOUS room. If I go back after construction is over I would get this room Sure its more money but worth it. The porch was very large and wrapped around so I just stayed on the Smokie mountain side. Thats all I wanted, well and shower towel would have been nice but not a...

Well Ill start by saying the lady at the front desk was very rude but usually not a big deal they are busy and that might just be her. I had requested a balcony room she told me that we requested a handicap room, my wife and me are healthy as can be and have no need for a handicap room so that wouldn't be reasonable to assume. So she explained that was the only room available so we had to take it, seeing later that night why we were forced to take that room, they had 2 buses of teenagers that had to be side by side in there rooms for some church concert around the corner. So we went to our room, the room was filthy it didn't look like the bathroom floors were ever mopped, the walls were splattered with something, not sure what and on top of and all around the dresser were candy wrappers and q-tips. We decided to go make the best of it after all we were in Tennessee so lets go have some fun. In the middle of the night we were both awoken from the rattling of the heater so the next morning I went down and behind the desk was the same lady that checked us in so I thought this will be perfect since she already knows we were unsatisfied she would help. I explained the heater issue, the tv remote did not work, under the heater felt like a window was open because of the huge gap, the poor cleanliness of the room and the teenagers running up and down the stairs all night and no one did anything about it. So apparently the teenagers running on the steps, well that was my fault for not reporting it and she would have maintenance come and fix the other items. I told here that room was just unacceptable and we needed to be moved or refund us and we would just be on our way. She told me that only the managers could refund us and they wouldn't be in until Monday(this was Saturday morning) but if we wanted to leave that would be great because they were overbooked and that would really help if they had an extra room. So......... I bit my tongue and grumpily went back to the room and waited for maintenance to come up and fix the items until Monday. He came up looked at the heater tightened a screw and left not fixing any thing else, funny/sad part is he made the heater actually louder and vibrated now. At this point I decided it just wasn't worth it since we are just two people and they are so busy that why would they care if we were upset or not so we did leave a day early and just made the best of a bad situation and wont be back to this hotel ever. We visit this area at least twice a year and have never had a bad experience at any place we stayed until now. I would absolutely stay clear of here if you...