Home2 Suites by Hilton Pigeon Forge — Hotel in Pigeon Forge

Edit for GM Keith: Appreciate your honesty that you guaranteed us our stay would uninterrupted. Yes we became upset when Lionel refused to honor your guarantee which clearly you should not have made as it appears you did not have that authority to as a GM. Lionel refused to have a room cleaned or check if another room was clean and he wanted us to get our stuff and leave and come back at 4pm, both of these were unacceptable responses and yes we were angry. At no time did I curse at him or threaten anyone, he called us liars about your guarantee and degraded your sale’s manager authority when we mixed her and you up. It’s good you stick up for your poor employees though, but y’all were dead wrong and Lionel had a poor attitude and he was condescending and said thank you have a nice day as he spoke to us in a manner meaning screw us. I also don’t tolerate being called a liar and I don’t tolerate disrespect so if you want to give it you will get it back, we were friendly until he was unreasonable and hateful. I’m glad to I saw this response you did as I now see a third party commented on this incident too and seems to support my statements that Lionel’s behavior was not acceptable, maybe even in a stronger fashion than I did.

Edit for Lionel response: Lionel, as you clearly stated you control the review responses but it doesn’t change facts. Your GM assured us no issue merging two confirmations. You chose to act immature with your authority and wanted us to move out for the day which is unreasonable not us being unreasonable when we already had a room. You did nothing to accommodate us you wanted us to return after 4pm. You called us liars about the assurances your GM made which is why we defended our integrity by stating we are LEO’s and I was a combat veteran to respond to your lying allegations. Sorry my status as a combat veteran intimidates you, I didn’t intentionally treat you poorly despite you’re a skinny twerp with a smart mouth. We were beyond reasonable you clearly had some other motive behind your actions with your behavior, it’s shameful and you’re low class.

Not sure where to start but Lionel, the manager is a completely pompous person who doesn’t understand customer service. We originally made a reservation for 3 days, then later (weeks prior to visit) decided we would do 6 days instead. I went online and to cancel my original 3 days and make a 6 day, but all the days weren’t available. I was able to make a reservation to add on 3 days under a different confirmation number though. We called and spoke with the manager when we did this (weeks prior), a very polite lady who said no worries it’s the same type of room we will simply check you in and out and will stay in the same room, I even notated this in the details of my reservation. When we checked in the very good employee William assured us no big deal, we were told to simply revalidate our keys on the first checkout date and stay in the same room. We stopped by the desk before 11am after the first 3 days to revalidate the keys and Lionel says no that he’s the manager and that isn’t happening. He acted as though we were liars and we told him we worked law enforcement and I was a Veteran we weren’t lying but he had a smug response to that also. He said everyone told us wrong and we had to move. I said fine where do we need to move and he said they are cleaning and he didn’t know and refused to move us into another room until that evening. He refused to exercise his authority and have housekeeping clean a room for us. He said he wouldn’t know until later but we had to leave. So Lionel wanted us to get our stuff and vacate until 4pm checkin. We ended up getting our stuff and moved out and found a new hotel. I told him I’d leave a negative review and write Hilton we are diamond members and he said he didn’t care because he said pompously he responded to all those in a smart aleck manner. Lionel was hateful and disrespectful for no valid reason. In the end we went to a far nicer Hampton Inn down the road where they were glad to have...

Not sure where to start but Lionel, the manager is a completely pompous person who doesn't understand customer service. We originally made a reservation for 3 days, then later (weeks prior to visit) decided we would do 6 days instead. I went online and to cancel my original 3 days and make a 6 day, but all the days weren't available. I was able to make a reservation to add on 3 days under a different confirmation number though. We called and spoke with the GM when we did this (weeks prior), a very polite lady who said no worries it's the same type of room we will simply check you in and out and will stay in the same room, I even notated this in the details of my reservations. When we checked in the very good employee William assured us no big deal, we were told to simply revalidate our keys on the first checkout date and stay in the same room. We stopped by the desk before 11am after the first 3 days to revalidate the keys and Lionel says no that he's the manager and that isn't happening. He acted as though we were liars about what we told him and we told him we worked law enforcement and I was a Veteran we weren't lying but he had a smug response to that also stating he didn't care. He said everyone told us wrong and we had to leave and come back at 4pm. After back and forth that was unproductive I said fine where can we move? When we asked what room can we bring our stuff to and he said they are cleaning and he didn't know and refused to move us into another room until that evening. He refused to exercise his authority and have housekeeping clean a room for us. He said he wouldn't know until later but we had to leave. Lionel said he needed those connecting rooms for 427 and 429. Amazing he knew in advance he needed those rooms but didn't know where we would move later, hmm. I asked why because lots of rooms are connecting. He didn't have a reason he simply abused his authority in an immature and flippant manner. So Lionel wanted us to get our stuff and vacate until 4pm checkin later in the day. So we ended up getting our stuff and leaving completely to a new hotel. Out of the approximate 130 rooms at the hotel Lionel had to have that room and didn't care about the notes and didn't care what the GM said. I told him I'd leave a negative review and he said he didn't care because all reviews are responded to by him anyway it wouldn't matter. I said I'd write Hilton we are diamond members and have never been treated so poorly. He said pompously go ahead those get sent to me too in a smart aleck manner. Lionel was hateful and disrespectful for no valid reason. In the end we went to a far nicer Hampton Inn down the road where they were glad to have our business. If we didn't have the diamond membership and stay at Hilton 60-75 days a year I would switch companies, but Lionel's actions I know are not indicative of how Hilton normally acts. Lionel requested I put in my review that he controls that I told him I hope he can't rent the room and that he chokes on it. The room was decent but the locks on all the doors are super loud and you hear the doors slamming closed and locks engaging all night like a horrible musical.||||Lionel likes to manipulate and distort the facts in so below is my response to his side:||||Lionel, as you clearly stated you control the review responses but it doesn't change facts. Your GM and employees assured us no issue merging two confirmations. You chose to act immature with your authority and wanted us to move out for the day which is unreasonable not us being unreasonable when we already had a room. You did nothing to accommodate us you wanted us to return after 4pm. You called us liars about the assurances your GM made which is why we defended our integrity by stating we are LEO's and I was a combat veteran to respond to your lying allegations. Sorry my status as a combat veteran intimidates you, I treated how you treated us. We were beyond reasonable you clearly had some other motive behind your actions with your behavior, it's shameful...

We have been diamond members for many years averaging 80 stays at Hilton properties yearly. This is absolutely the worst experience we ever encountered, if I could rate a zero I certainly would. We booked 3 nights at this hotel and later found out we were gonna be able to stay more days in the area. We called the hotel to confirm if we added 3 additional days that they could combine the stay and we would be able to stay in the same room with no issues. The guy on the phone was new and transferred us to the manager Melissa who assured us that she put a note in and that would not be a problem at all. Upon arrival, we were greeted by William at the front desk and we explained the situation to him. He looked in the computer and said we were good to go just come down in the morning of the new reservation so they could reload room key and make a new parking lot tag for the vehicle. This morning we went down to do so and was told by Lionel Williams that no we could not have that room and that we would have to check out, get our belongings out of the room and come back at 4 pm to check in for a new reservation. We explained we had spoken to both the manager on the phone prior to booking and William when we arrived and was assured we just had to update the room key and parking pass. He told us he doesn’t know who we talked to because he is the manager and we must have talked to just the sales lady. We explained to him we had already purchased tickets and were on constingent time frames. He said he couldn’t help us and he would have to get us another room cleaned and we would have to check back in at 4. We again explained how we had tickets to attractions and couldn’t do that and asked if he could get someone to clean another room then so could still make our standing engagements. He said he could not do that. He had housekeeping on all floors and refused to ask one of them to clean a room so we could move into it even though we were told we would not have to move. He told us the room we occupied the previous 3 nights was an adjoining room and he already sold it. All the rooms on that floor are adjourning. He was beyond rude, unhelpful and arrogant. He continued to tell us he was the manager and it was his rules. We explained we are diamond members and that we were being treated poorly. He said he was just doing his job. We told him that this was the most pitiful service we have ever received at any property and that we would be doing a review to reflect that. He said he didn’t care all reviews came through him. He said even Hilton sends the reviews back to him instead of them answering and he didn’t care. We asked for his card and he is absolutely not the manager he is director of guest services per his card. Melissa Keith is the general manager. We tried to call her to resolve this issue but it is a weekend and it went to voicemail. We were treated beyond poorly and spoke to rudely and arrogantly by Lionel. We went upstairs to search for another property to stay at. With it being a heavily tourist area as well as the weekend we were certain we wouldn’t be able to find anywhere. Luckily we were able to find a place. We went downstairs and told him we were checking out and wanted a receipt and he had told us if we chose to check out he would waive the cancellation fee since it was less than 24 hours. We asked to have that in writing. He refused. He was very pompous and extremely rude during the entire encounter. The property was newer, close to attractions but it was very noisy all three days. Doors slamming all day and night, dogs barking, alarms blaring. Walls are paper thin. Very noisy and disruptive to anyone trying to rest. The pool is open till 11. I have truly never felt so devalued as a diamond member. I would never stay here again nor would I ever recommend anyone to. We were super inconvenienced and drove 12 hours to get here. Absolutely Unacceptable. Lionel is not a bit hospitable nor is he about assisting...