Embassy Suites by Hilton Pigeon Forge Resort — Hotel in Pigeon Forge

Edit: So we stayed again for a whole week on the week of 4th of July to really fully test out the facilities. It's still coming along and shout out too Julio at the front desk in Javier at breakfast for making it awesome!

We are staying this entire week in the Gatlinburg/ Pigeon forge area. Me and my family stayed here on the first night of our week long trip. And we really wanted to test this hotel out as it is newly built and just opened. Not everything was perfect yet, but I would like to say we were not disappointed. Starting off with our room it was very clean very good location and very well isolated from the outside sounds and noises once the door is closed. We stayed in a two queen suite with a balcony and it was spacious enough for the whole entire family of four. The living quarters were very homey with all the amenities that you need to function. Make no mistake this is not a kitchenette but enough to be able to function. The microwave and the fridge were good sized. We were on the third floor as well so the water pressure wasn't too bad. I love how the bathroom was set up as the toilet was completely enclosed separate from the shower and the vanity area and it was a his and her sink as well and very well lit. There were plenty of wall plugs and USB as well as USB-C outlets so no need for an adapter unless you want to just plug your adapter on the normal plugs. My complaint with the bathroom is that it doesn't have a separate switch for the exhaust fan or lack of an exhaust fan as it could get steamy in the bathroom and I hope that this won't be a cause for mold to grow. Another con that I experienced in the room was that the safe was not functioning but probably again because it is so new. Although this time I didn't really have a problem because we were only staying for one night. Second was the common areas and it was on the top floor which was perfect as you can see the Smoky mountains right in front I love how they have pool tables as well as shuffleboard setup on that common area the restaurant is also up top as well as the breakfast area and the bar it was all beautifully set up. During our stay they actually had a live singer playing from 5:00 p.m. onward. The con that I experienced here was that they ran out of food at night on the restaurant we came up and around 9:00 p.m. and they said the restaurant was open until 10:00 but by the time we came up and tried to order the restaurant closed because of running out of food. Although this could be also because of this restaurant being so new that they didn't know how much food they need to stock so no fault of theirs I think. Next up their lobby was really beautiful and really set up nicely I love the touches that they have put into the building itself. The pool area was a little bit of a different story as the main pool was freezing cold I was hoping that it was a little bit heated to attract more people to actually swim on the main pool which was the biggest pool. But since it was cold everybody was crowding on the hot tub and I didn't get to enjoy it because it was so overcrowded they need to set up ground rules in regard to that particular area. They also had an indoor pool but that was more for little kids and of course I didn't want to go in there and crowd out the little ones. The bar on the pool was also not open. Another complaint I did have was that there was so much construction still happening and the parking lot was very scarce especially if you get there late. We got back to the hotel at around 10:00 p.m. and we were really scrounging for parking space. Good thing one of the employees saw us looking for parking and he flagged us to follow him and we were able to park. This hotel would have been perfect if they make the set improvements that I just mentioned and I would have given them five stars but I will re-review this hotel again as we are planning to stay again maybe after 6 months to a year. Special shout out to two employees that really made our stay amazing, it was David and Toyan!...

We stayed at Embassy Suites Pigeon Forge a couple of weeks ago for our family summer vacation. I am Hilton Honors Gold Member and saved up enough points over a couple years for five-night stay. When I made the reservation, I requested a room with view of the mountains. Team member Julio assured me that I have a room with not just a view but a balcony too. I was ecstatic and thought that this would be the beginning of a great vacation. When checking in I was assigned room on the first floor. I asked if it had a view or balcony, he said it did not. He verified that the reservation was for a balcony room but said it was not available for this night but to check in the morning so in the morning to get moved to balcony room. When we got to our room on the first floor the view was of a construction site of a hotel that they building that is connected to the Embassy Suites. The construction site was about 10 feet from the room window. For the first night after a long day of traveling we elected not to go out and enjoy the compliment reception and have dinner at the hotel. Shortly after arriving lighting struck and all the nearly baseball fields from baseball camp on the adjacent property had to evacuate. The lounge area turned into a refugee camp as it was packed with kids who destroyed the snack area and their parents putting away free drinks. Since it was raining, we did order some food from the bartender since there is no waiter service. We were told to pickup our food at the pickup window in the breakfast area. To say it was a disaster would be an understatement. After an hour half I went up to the pickup only hear about dozen other people begging the cooks to make their foods. The two cooks seemed nice but were clearly overwhelmed as there were food tickets as far as I could see. Under pressure from my family I finally pleaded with the cooks to have them cook the food I order. Two hours after ordering I was able to bring the food I ordered the table. I did get 3 kids macaroni and cheese which was clearly out of box and was served in half full cereal bowls, I got the chicken sandwich which was made with frozen chicken patty and my wife got the wings which consisted of six cold wings. We all left dinner tired and hungry. The next morning, we were woken up by construction which starts promptly 7 AM each morning so I made my way to the front desk before going up for breakfast. I explained the situation about the room from yesterday and the gentleman at the desk had no idea what I was talking about. I was informed that the manager would be shortly so advised me to come back after breakfast. The breakfast was nice. After breakfast I stopped back at the desk and the Assistant Manager, TJ was in so I spoke with him. He was aware that I was told that I had room but that should not have happened. He was able to verify from the online chat with Julio with or balcony but did not seem to care. I explained to him that I was quite upset about that and requested to switch rooms. I then proceed to start to tell him about the dinner experience. He apologized and stated that right now the rooms with a balcony are not available. I did not come to desk for apologies but and was looking for resolution. He stated that if I room with a balcony becomes available during the next few nights of our stay, he would let me know. I asked if there could be any resolution and he stated the best he could do is 5,000 Honors points. I reluctantly accepted the points at first not realizing that is less than a tenth of the points needed a single night stay.

Updated - Shortly after posting the review. The manager posted a response and requested that the I contacted him directly. I did contact the hotel back in effort to come a resolution. The manager was not available so I left a message requesting a call back. After three weeks - no have not...

I originally left a good review, as I was promised something as we were checking out and that promise never came to fruition. My wife and I stayed for 3 nights, checked-in May 16 and departed on the 19th of May. I understand there was a soft opening and they were ironing things out. I get it.

Upon check-in we were assigned a room right where the two buildings meet and construction is still happening on the other part of the building. We were woke up very early in the morning to construction noises and pounding outside our window. Besides no television access as it wasn't working, we had the over the top noise. We went to the desk to request another room and they did so. TV in the newly assigned room still didn't work and was spotty at best. Their antenna on the roof was messed up we came to find out later. Also, we had no internet either. We called down and they told us how it was supposed to work and it did not. We have been with Hilton through The Hilton Honors program for years and until this year we were Diamond members. My wife has had some horrific health issues over the last 2 years so we haven't traveled as much and lost out Diamond status. We've always enjoyed Hilton and never any major problems and highly recommend Hilton to our Bonvoy friends.

Sunday comes around and still no tv working and now the elevator was out, My wife is in a 4 wheel mobility cart and for several hours we had to use the Hotel staff access elevator. It's at the end of the hall and there were lots of Housekeeping carts and other objects in these areas that had to be maneuvered in order for us to get into the room to use the elevator. Once at the bottom floor we had to go down a long hallway behind the front desk. This is an employee only area typically. Again not very convenient for my wife and kind of embarrassing.

Finally, on Sunday a group of 3 men knock at our door and they are there to re-calibrate the Television. I guess they were doing this in all rooms that day. They said they installed a new Satellite antenna/dish on the roof and that everyone was having problems. My wife had just gotten out of the shower and it's hard for her to get dressed, but she did so as fast as she could. There are TV's in both rooms they had to calibrate. Now the TV is finally the tv is working on out last night. Also, they finally gave us a code we could use that actually worked for internet in the room for the i-pad. I'm not sure why the desk couldn't have given us that code.

When we were checking out Monday morning I told TJ one of the Hotel managers about our experience with us having no tv, loud construction sounds, no internet and the hassle of the elevators being down for a day and my wife having to negotiate that in her mobility cart and so on. He appeared to be a very compassionate guy and made some promises to me and my wife.

It's been a month and those promises never happened. I called the Hilton Honors number and spoke with a gentleman and he called the Hotel. The Hilton Honors rep put me on hold, came back and said he spoke to TJ and that TJ didn't recollect anything. He then put me on hold, came back and said TJ did remember. I said "Great! Let's just do a 3 way call and we can discuss with a third party From Hilton on the line (meaning the HH rep) and the manager". The Hilton honors rep put me on hold and came back 2 minutes later and said TJ had to go into a meeting. I was told that he would escalate to a property manager or a GM. No one has reached out as of yet. I was never mad at any of the situation of my stay. Things happen. I totally get it. However, we were promised something and it was NOT followed through on.

FOLLOW UP: 6/24/2025 - Several days later and still no one has called me since escalation. The HH rep said someone would reach out within 24 to 48 hours, and so did the person who responded on here a couple days ago from...