Hilton Garden Inn Pigeon Forge — Hotel in Pigeon Forge

Terrible experience. The first night we were unable to find a place to park. We were told that we’d have to park at one of the nearby hotels and walk. The nearby hotels didn’t have parking either. We were then advise that we’d have to park on the curb behind the building. After arriving to our room, we noticed that the light in the bathroom was completely falling out of the ceiling. The bathroom door also had a gross dried up white fluid running down it, the wall had dark gray finger smudges as if someone wiped their dirty hand on the wall and it was never cleaned. The shelf below the sink was dirty and one of the hand towels had a dried up crusty brown spot on it. After calling the front desk and going downstairs to show him photos, we were told that he was the only employee there and “it would have to wait until tomorrow”. After that, we were completely grossed out but exhausted. We started getting ready for bed and noticed even more issues. The pullout sofa had an old gummy bear under the cushion and the bedding to one of the queen beds had a brown stain (which appeared to be a old blood stain) on the bed spread and the fitted sheet. Thankfully, we had an extra bed and used that one instead. The desk chair had a large hole in it, the walls had black marks on them, and the alarm clock had unknown white stuff on it. We were in shock, especially since we researched this hotel before we booked it and it had pretty decent reviews. The next morning my teenage girls woke up terrified because someone had opened the door and started to come into the room where they were sleeping. We were later told that it was the maintenance man coming in to fix the bathroom light. A courtesy call beforehand would’ve saved my kids from being abruptly woken up and scared. Once we got ready for the day, we went to the lobby and spoke with a staff member. We showed her photos and explained the situation to her. She was apologetic and promised us that she would have housekeeping drop off new bedding and linens immediately. She also advised us to speak to the manager once she arrived later that day for her shift. We weren’t given any options to move to a clean functional room. Later that evening we arrived back to our room. No one had dropped off clean bedding or linens like we had been promised by the staff member earlier that day, but the bathroom light had been fixed. We went to the front desk and asked to speak to the manager. She was apologetic and said that she’d have housekeeping bring us new bedding and linens immediately. She also offered to provide comp nights, but I would’ve honestly been happier and felt more comfortable if she had just moved us to a clean functional room. I was thankful that she was trying to make the situation a little better though. Housekeeping did bring us clean bedding and linens later that evening , but it was still difficult to get any kind of quality rest due to the questionable cleanliness of the room. Thankfully, I had brought along Lysol and Clorox wipes with us on the trip. While booking this room, the hotels website showed a beautiful city and Mountain View from the balcony. At one point, my husband and I went outside on the private balcony to enjoy the view, but soon discovered that our view wasn’t beautiful at all. As soon as we opened the door, we were greeted with spiders, spider webs, and a view of our neighbor staring at us, while he blew cigarette smoke our direction. The balcony above us had a huge “Trump 2020” banner hanging across it and the view below us was of a white roof covered in brown muddy looking standing water. However, if we looked to the right, we did have a slight view of the city and mountains. Our keycards stopped working in the middle of our stay and we were locked out of our room. The hallway floors were dirty throughout our entire stay and housekeeping was loud and rude. Checkout was also a headache. I wouldn’t...

First we always stay in Hilton/Hampton properties when we travel, a few times a year, and we have become accustomed to the brands hospitality, cleanliness and friendliness. This hotel is in a great location 1 street over from the Parkway. There is some construction going on but it never disturbed us. Check in was a breeze. Our room was large enough for 4 of us to be comfortable. We enjoyed sitting on the balcony. The hot tub is HUGE and very nice after a long day exploring Pigeon Forge. Now for the not so good. 4 nights and no room cleaning. Saw the cleaning person in the hall after 2nd night and asked her to leave towels, remove the trash and clean the bathroom. The only thing she did was replace soap and wipe the sink. We took our own trash out and replaced the bag with a grocery bag. Had to send the kids down to get clean towels and wash cloths. Monday morning breakfast staff were friendly and accommodating. Our server told us it was very slow that week and she hadn't even made $5 in tips all morning. I tipped her $20. Tuesday morning breakfast staff was rude. Coffee urns were dirty and coffee was warm. I asked for grits, 2 eggs over easy and sausage. The man that seated us (Carlton) told me to ask the cook. So I got up and asked. She told me those are made to order items. I don't see what the big deal was. I paid for breakfast to be included with our stay. Then 2 young teens came down to get breakfast cereal and the host, Carlton, told them to leave until their parents got there. RUDE! Then another woman walked into the kitchen, which is viewable from the dining room, and they started, very loudly, trash talking someone. It was kind of comical, in a disturbing way. While they were talking loudly about their personal lives, a man with a very long beard, in work clothes and a carpenters pencil behind one ear walked into the kitchen and started opening all of the food and looking at it, including the things being "made to order". It was all very weird. Ironically there was a hair in my sausage. I just pushed it all away. Wednesday morning we went to breakfast and the guy with the long beard was cooking. My grandsons turkey sausage had a long beard hair wrapped around it. I showed Carlton and he asked what would I like him to do about it, lol. We just left. We packed and checked out. When the desk emailed my receipt they charged me for breakfast we paid for in advance. I called to have it corrected and am currently waiting for that correction. This is definitely not what we have ever experienced at a Hilton or Hampton property. At almost $1000 for 4 nights the Hampton next door would probably have been a better choice. Avoid this place! Hilton you can do better!

Edit to respond: I guess the hair in the food and rude employees are part of the new experience too? Also a sign in the room says rooms will be service every other day. I ASKED the housekeeper to service our room after 2 nights. Great job taking...

The Angry Hotel I want to preface my review with, I travel & stay in hotels over 200 nights a year for last 30 years and I’m also a HH Lifetime Diamond member. For the last twenty years I have stayed at Hiltons about 75 of those nights a year. So I am well familiar with Hilton brands. That said, this Hilton GI fails and falls short in MANY areas. Top of the list is staff attitude. The most impolite and unfriendly staff that I have seen at any Hilton. I am a customer and it is not my privilege to stay at your hotel. I’m not here to serve you. However, I am more than glad to welcome my friends I brought to the hotel. They said they would never be back. Bad reflection on me. The bad staff attitude started with the front desk and all across the board. I felt like I was unwelcome and inconveniencing them. I’m sorry for showing up to give you business. It’s too coincidental that it’s all of the staff. That type of attitude starts at the very top. I was told I was lying!!! Case in point, I received an eligibility for room upgrade email (since I am a Lifetime Diamond member) I inquire about when checking in, as I normally do if I receive the email. It is not always available which is understandable since occupancy levels can be high at times. But I ask. The desk person said that this hotel doesn’t participate in ‘status upgrades’ and that it was impossible that I had any email stating that. After showing her the email, she said it was obviously a mistake. Wow! What an attitude! How about a simple No, It’s not available at this time… How insulting to be called a lier! But every single employee had arrogant attitudes. WTH!? -One elevator for a sold out hotel. The other broken. We also shared it with cleaning staff which had it occupied most of the time. -the Stairs lead Outside instead of option for interior like 90% of most other hotels. So if your waiting :20 mins and a long line for an elevator you can’t take the stairs up to you room! -Stopped up sinks & showers. -No coffee outside of breakfast hours. -Fridges doesn’t get cool or doesn’t work. -Woken up at 7am every morning with banging on the roof. Thins walls. -Finally, security… we noticed people were propping the exterior stairs doors open so that they could access their rooms since the single elevator in use was slow, over crowded & over used. Those doors are to exterior only and are not monitored. My wife and I followed someone, watching us load the car to leave, around the building and then they disappeared around a corner we could not access with our car. Her words were, when she called me on the phone to come outside were, “there is a guy out here watching me and weirding me out.” Unsafe & unfriendly hotels have no excuse! I will NEVER stay at this...