Riverchase Lodge — Hotel in Pigeon Forge

When my family and I showed up to check in to our room which was a family suit. We went to our room and there was dead flies everywhere in the window seals and inside the beds up stairs and our ac didn't work and none of the outlets were working so we went to talk to front desk about our problem and she informed us that house keeping had came by to clean before we got there but clearly they have not and maintenance have left for the day and wouldnt be back until 8am the next morning and when I asked about the manager she informed me she was the manager on duty (which come to find out later she was not) but she told us that she would come clean the room her self or she could accommodate us in three other rooms so we took the three other rooms. Our family trip was big there were 12 of us all together 7 of us are small children so we had to split in three different rooms. We get to our new rooms our children want to go swimming in the to our impression was a heated indoor pool ( as it says on their websight) the indoor pool was not heated at all it was freezing cold im talking Titanic ice cold water cold and when we talked to the front desk again we are confronted with attitude and nothing they can do about it! Then at after midnight my minor daughter who was in the room next to us with her adult sister knocks on our door letting me know that to her a random guy in a blue shirt tried getting into their room and when she opened the door he looked at her and said "who are you" she said "who are you" he proceeds to tell her "no one is supposed to be in this room" and walks away and says "next time some one needs to leave a DAMN note" so at this point I'm furious I walk back down to the front desk to talk to some one again and no one is in the lobby at all!! I wait for at leat 15 to 20 mins and I see a man pushing two luggage carts in the front door so I ask " sir did you just try going into room 204?" And with so much attitude he says "yes I did" he continues to tells me that he was trying to fix a broken key in the door. The doors are keyless entry! And he continues to tell me that nobody put it in the log that anyone was in the room and then I said we'll the first room yall put us in was very disgusting so we were put in these rooms and i asked him about the remark he made as he walked off he screams at me "IM SORRY FOR SAYING DAMN"!! There also was another customer in the lobby complaining about cock roaches in her room and she asked him his name he told her Richard and he was manager of maintenance and he was being extremely rude to her as well I went back to my room told my husband about the incident that just happen and he went to the lobby to ask why is maintenance coming around after midnight while people are sleeping breaking into rooms when we're told earlier that day that maintenance wouldn't be back until the morning and he also gets attitude and excuses! Next morning we are checking out and my mother in law sees Richard(maintenance) and confronts him asking why he was trying to break into our minors room after midnight with knocking first or even stating who they were to my daughter when asked and she gets yelled at and he says " I'm not talking about this" and walks away! So we all go back to the front lobby hoping to speak to higher authority at this time we're met with a training person so we ask her if we can contact owner of the hotel and Richard(maintenance) bursts in and starts screaming at us to get out that there's nothing they are going ro do about our stay there or anything and is very disrespectful!!! Our whole stay was very unpleasant and this place shouldn't be an establishment!! This place needs to be shut down they have disgusting rooms and no respect for people or costumer service and there cameras don't even work I asked!! It's all very dangerous situation!! And housekeeping doesn't change bed sheets I saw her making our bed as we were leaving she never changed...

I wanted to like this place, but I just cannot recommend this motel to anyone for the following reasons:

1. The check-in process is antiquated and hard to follow. I had to call and request for them to provide a verbal confirmation number because the system didn't provide one. In fact, we didn't get ANY confirmation that our rooms were reserved on the dates we needed until we called back a third time.
2. The room was $120.00/ night and that is the going rate for most of the hotels in the area (such as the Best Western right next door) and those hotels are head and shoulders nicer and better in every conceivable way. At check-in the manager charged me more per night because I had 2 children and 2 adults even though that is exactly what I typed in when I reserved the rooms months ago.
3. The room smelled of Ben-gay and badly needed updating. The carpet was frayed and ruined in several spots, the refrigerator did not work, a lot of the decor was broken or damaged, and the hot water was spotty at best even during off peak times.
4. The rooms were badly insulated around the door especially as you could see daylight around most of the door frame. Not only did this make us feel a bit unsafe, it also allowed a lot of the road noise to come in as well.
5. Even though I had been bamboozled to pay more for the extra child at check-in, we were NEVER provided enough towels and had to ask twice for extra pillows. The first night when my wife asked for extra pillows the jerk at the front desk wouldn't give her any. The next day I had to go again to the front and demand 4 more pillows or I was leaving, period. They did finally provide them, but does it have to come to threats to properly equip a room? When my daughter asked for more towels because they had not been replaced the previous day by housekeeping they demanded for them to be first brought to the front before they would provided more. The next day I did indeed bring them to the front and deposited them in the middle of the lobby. They acted like they didn't know what I was talking about, but my daughter confirmed it was same piece of trash from last night. Regardless, they promptly gave us more towels, but they smelled funny. Obviously they don't use bleach. Again, why the run-around for more towels?
6. This property is obviously struggling and in all fairness it should be! The management needs to be replaced at the very least and the entire facility needs updated and better maintenance. Instead of a quaint, cute, reasonably priced motel, you are left with a dump. There are FAR BETTER places to stay right around the corner for the same if not cheaper price. This property's days are obviously numbered and as I said, they deserve to be. I do not recommend this motel under any circumstance. You are wasting your money and precious vacation time for a bad experience.
7. Finally, I do want to applaud the housekeeping staff. I left my entire pill case in the nightstand drawer and she put it in a bag for safekeeping and when I returned she verified who I was and gave it right back. I appreciated her honesty (and I did give her a financial reward...

We have stayed at this “motel” not hotel as the front desk clerk who stated she is the properly manager for the past 5-6 years and have never been so disappointed as we have these last 2 years. Last year around this time there was a family that was living here that absolutely let there kids run wild and would cuss you out in a heart beat and every time my husband would go down to the pool the little boy which was about 7 or 8 would continuously try to get on his back no matter how many times he would tell him to stop in front of the child’s mother so half way through our vacation my husband stopped going down to the pool with us. THIS year we have been here 4 days out of our 7 day vacation (which we called before booking to see if anyone was still living here) we were going down to the pool and 2 car full of people that some said they were staying across the street and some who stated that they were staying at a motel 3 blocks down ( no and it’s not owned by the same people) who decided they would come over and take over the pool area which left it so crowded that there was no room for actual guests. When I asked the front desk “manager” how do they monitor the situation she stated that it wasn’t easy to do and that quote unquote “ it’s the 4th of July and they are completely booked for check ins at 4 and that she thinks they are doing pretty good for now” and that if I could walk outside and find out who wasn’t supposed to be at the pool she would say something but that she couldn’t walk out and start accusing people….. REALLY!! Excuse me, but the last I checked YOU were the one getting paid to do your job not me. I mean there should be a key entry for the pool area or something! She stated that she couldn’t go into it with me but it would be very expensive. Okay, wait you have on the rooms where you put the key up to the door to enter, you’re telling me it’s to expensive to put just one more that is programmed just for your guest?!?! All I wanted her to do is give me the owners number or have them contact me with my issue and that never happened so I guess a review was the only way, hoping someone higher up will see the issue. I pay 1,300 to 1,600 every year for our vacation to stay here and I guess being a every year devoted vacationer means absolutely nothing. Next year we will 💯 relocate our money and stay to a hotel instead of a motel as she called it. Mind you on the booking it always states Deluxe Suite (which it is because we have 2bedrooms 2 full bathrooms and a kitchenette with living room) I don’t know many “motels” with suites.. VERY DISAPPOINTED in our stay and...