Fairfield by Marriott Inn & Suites Pigeon Forge — Hotel in Pigeon Forge

Many, many issues with my stay at Fairfield Inn Pigeon Forge. I will never stay at this hotel again based on the service and cleanliness of the hotel. The hotel was beautiful and new but with the staff you have in place it will not stay that way for long. Here was my issues:

Check in was 2 hours after check in time. Absolutely unacceptable. No offer of extra time or refund of money was made. The staff was unconcerned that my family and many others were waiting so long to get in their room. There was a condescending tone when talking to any of us about our rooms. Major customer service training needs to be done with the front desk staff and manager. I asked to speak to the manager and was told they were unavailable but would call me upon my request. No call was ever made to me.

The common rooms were dirty. The carpet was not vacuumed. The tables were not wiped off. The pool water was cloudy.

The breakfast service was poor. The staff interacting with guests were not helpful and seemed to be irritated when someone posed a question to them. I watched a pregnant guest ask for butter and was told to find it over there. She came back and said it wasn't there so the staff member said well I guess we're out. The staff member never looked around herself or looked in the back to help this guest. The food was not restocked. Multiple people coming up looking for eggs and sausage when the trays were empty and not refilled. The area was very dirty. In other hotels the staff will often walk around wiping down the food area (especially the waffle maker counters) but this was not the case here.

The hot tub was down for maintenance. In a new hotel this shouldn't happen. In speaking to my fellow guest our thoughts were that it probably worked fine but no one had cleaned it.

Towels for the pool were not restocked. Upon the pool opening at 10am no towels were available for use. After almost an hour the towels appeared. There weren't many of them and they were gobbled up quickly by the guests using the pool. Many had to share or go without the towels. We stayed at the pool for a little over 2 hours and in that time saw no one come back to restock the towels.

No toilet paper in the common room bathroom. I heard a guest come out and say there was no toilet paper in either bathroom. She asked the front for toilet paper and they said someone would get to it soon. Again poor customer service in her interaction...

Upon check in front desk was clearly overwhelmed with too many duties with trying to check people in and accommodate existing guests. But he was really nice. The first room we requested on the 4th floor for a beautiful window view had dirty sheets with body hair and blood on the comforter, they were clearly not changed after last guest. We paid cash so we weren't able to receive a refund, this was explained to us at check in, so we accepted a different room instead of losing 160 dollars. Even though we paid cash for one overnight stay they still had to put a hold on our bank account. The second room we were put in actually had clean beds but unfortunately the floors in bathroom were sticky, which was off-putting. There were cobwebs hanging around between the ceiling and walls, the fan on wall until would not stop running no matter what setting you put thermostat on which was frustrating. Were really disappointed and unhappy with restrictions on pool times. After 10 they close and kids were out there past that time but adults couldn't enjoy and relax after hours. I hope they consider changing this policy for adults only after a certain time.. as it was lovely space we didn't even get to enjoy. This was the main reason we chose this hotel in the first place as our usual hotel had pool maintenance being done the day we arrived and we really were looking forward to relaxing by the pool after a 3 hour drive. The view of the pool from our first floor room was nice but really noisy and kids were jumping around all night in the room above us. The doors are extremely loud when opening and closing so anytime a neighboring room would come or go it was noticable, it's almost like a slamming sound. Which can be startling when asleep. I woke up with tick bites and one visibly crawling. Overall housekeeping is terrible and the pool and Jacuzzi hours should be lifted for adults to enjoy and relax seeings how there is an attendant at the front desk at all hours I don't see why this would be a problem. Holds shouldn't be put on cards for more than explained at initial check in. Coffee wasn't fresh throughout day or night but was good next day at breakfast. Only upside was it was walking distance to nearby attractions and restaurants, only a 10 minute drive from Dolly Wood and a beautiful view of the mountains. At this particular hotel you're only getting convenience and...

We went here for our big family vacation. This place has the potential of being a five star, but the staff of the housekeeping bring this hotel way down. We had five rooms. There is no housekeeping done. They are supposed to come and clean every two days thoroughly. This was not done at all nothing was swept nothing was touched. They would take the towels out and that was about all they did. You can request housekeeping every day that you wanted it. If you wanted it done more than every other day it would be done if it was requested. Nothing was done again, but towels taken Out. It was the worst customer service, and housekeeping that I have experienced. And I do give credit where credit is due there was one man name, Steve and another young man named toe that went above and beyond, and was great to deal with at the front desk. Thank you Steve and Toe!! They tried to help the best that they could. After dealing with this the end of the week I talked with the manager and expressed my concerns. Her name is Laura. She has just recently took over as manager back in January she said and I feel like if she does a house cleaning of her staff that she will probably make this place succeed because it’s in a great area ,the rooms are modern and newer, the pool is nice but most of the staff spend their time smoking downstairs ina area where the fire pit and near the pool which is not a classy look around families They spend more time there than you ever see them on the halls. Laura I feel like can make this place a great hotel if she gets the housekeeping straight and for that reason, I might would give it a try because I have faith that she could do that but if it stayed the way, it is right now I would not go back I do appreciate the fact that Laura compensated us, and was very kind, considerate and listened to our complaints and took them seriously and agreed that what was being done as far as housekeeping was not right. If your a mom like me who enjoys being able to relax and not dealing with cleaning while your on vacation then unless it changes this isn’t the place you want....