Riverstone Resort & Spa — Hotel in Pigeon Forge

First off I will say that the pool, lazy river and most employees were great. I was however lied to about when I could cancel and not be charged, when I could cancel and be charged one day and when I would charged for the whole stay by I believe her name to be Melissa. Melissa even had the nerve to debate with me saying I never called in to cancel when I offered to take a screen shot of the called date/time and length of call. Needless to say we didn't cancel because we were told we would be charged the whole five night stay if we came or not in so many words (PLEASE, PLEASE REVIEW THE CANCELLATION POLICY SO YOU CAN BOOK A CO DO FULLY INFORMED. IF YPU CANCEL A 5 NIGHT STAY LESS THAN 14 DAYS OUT YOU WILL BE CHARGED YOUR FULL STAY). The rooms were pretty clean for the most part except the bathrooms. The front door wouldn't close properly we actually slept with the second condo door down the hall from the breezeway not completely latched except the deadbolt for two nights, so when we left for the day it wasnt shut (we realized we had to pull shut and lift for the key card latch to lock. The couch was as hard as a rock. We will definitely not stay again, but I just wanted to point out the things to keep your eye on. #1 Melissa, #2 Cancellation policy, #3 find out if the condo has a comfortable couch, #4 makesure the room is clean #5 makes sure the condos front door actually closes #6 nasty bathrooms.||CANCELLATION POLICY:|Upon reservation, you will be charged a deposit in the amount of the first night's stay.||Effective September 12th, 2024 : Any reservation that is made for 5 nights or more is now a 114-daycancellation window. Any reservation ccanceled15 days or more before the rrival date will be charged a $75 cancellation fee , nd the remainder of the deposit will be refunded. Any reservation ccanceled14 days or less before the rrival date will forfeit the first night deposit.||STANDARD CANCELLATION POLICY:  8 days or more prior to your arrival date there will be a cancellation fee of $50.00 to the remainder of your deposit , which ill be refunded back to the guest. 7 days or less prior to the arrival date, the first night deposit will be forfeited.||SEASONAL CANCELLATION POLICY: Due to the high demand of certain Condo Types during certain times of the year, RiverStone has implemented a Seasonal Cancellation Policy that will be noted to you at the time of making your reservation. This seasonal policy states the following: Should you need to cancel your reservation fourteen (14) or more days of your arrival date, you will receive a full refund except for a one-time, $50 non-refundable cancellation fee. If canceled less than fourteen (14) days of your arrival date, or in the case of no-show, the total amount of the deposit paid will be non-refundable. Changes to a reservation within fourteen (14) days of your arrival date are not allowed and, as a result, no portion (in whole or part) of the deposit paid will be refundable.||Effective September 12th, 2024 : Any reservation that is made for 5 nights or more is now a 114-daycancellation window. Any reservation ccanceled15 days or more before the rrival date will be charged a $75 cancellation fee and the remainder of the deposit will be refunded. Any reservation cancelled 14 days or less before arrival date will forfeit the first...

For starters, we did not have a good experience checking in. The night before I arrived, I received a phone call from Riverstone asking when our estimated time of arrival was. I told the woman we would be in town at 9am. She advised they would let us in the room as soon as it was ready, if it was ready before check in. Around 2pm I called to see if our room was ready and I was told it wasn’t, which was fine. We ended up going to the resort at 3:30. I spoke with the front desk and did all the paperwork prior to getting the keys. Our room still was not ready, but the woman told me she would call me as soon as it was ready if it was ready before four. I ended up going back in the car and just waiting for 30 more minutes. At 3:50, I went back in and waited in line. At 3:55, I asked if our room was ready and it was ready at this point. I never received a phone call as I was previously been told I would have. This was extremely frustrating when I was told I would have received a phone call if it were ready before four. Even if our room was ready 15 minutes prior to check in, I would have liked to have the call instead of sitting in the car with two crying babies under the age of two.

I do not understand why we were called the night before asking when we would get there. If the check in time is at four, then just leave it be. This gave us false hope thinking we could possibly get in our room earlier. We would have just made other plans and arrived right at four. (Meanwhile, EVERYONE –and I do mean everyone- who was checking in before four was able to get into their room. How is that fair?)

Once we finally got in our room, everything was fine. The room was very nice and everything was clean. The next day my mother called housekeeping and requested new towels. The housekeeper was very rude to my mother and told her that we could not have new towels and said for us to use the washer machine. My mother stated we were not going to be in the room long enough to do laundry. Finally, the housekeeper relented and asked how many towels we needed and she would have them brought to our room. She then proceeded to rudely hang up the phone.

We went out for a few hours and when we came back we noticed the towels were never brought. I had to make the trip from tower 4 all the way to the lobby to request the towels. I told the front desk what had happened and he asked how many we needed and proceeded to give me fresh towels. I did not notice at the time but when I got back to the room I went to take a shower and noticed they were the small towels that go outside on the bathtub/shower.

We are not on vacation to do laundry, especially when we are paying over $300 a night. If Riverstone considers itself a resort and charges resort prices, they need to treat their customers like resort guests. There are plenty of places that are just as nice that charge less and would happily restock fresh towels. I have never stayed somewhere and been told to do laundry, even staying at extremely cheap hotels. We will...

We stayed in a 4 bedroom condo which itself was very nice as far as the size, cleanliness and amenities. We had a nice view of the golf course and were near the pool. The staff was all very friendly so the negative aspects of my review do not reflect on them. The spa was nice also. But overall for the high price we paid unfortunately the inconveniences during our stay outweigh the positives of the resort. Day 2 of our stay the hot tub was out of service, we called the front desk and were told it should be back on soon. 2 days later it was finally back on (I understand things happen but this is one of the amenities we look for when booking a vacation) Monday morning while trying to enjoy coffee on our balcony we had to go back inside because the building was being power washed, no warning given. Same thing happened that afternoon when the workers actually climbed onto the balcony once again disrupting our time. Tuesday evening we came back to our to our balcony all taped off with plastic for painting. I called the desk to see what was going on and was told they would ask a manager that was in a meeting and call me back. 2 hours later I didn’t hear back and called again and was told the same. Once I did hear back I explained everything that had been going on and let her know that we really didn’t want to have painting on our balcony the last day of our trip, since we like to enjoy our coffee with a view and for $1500 for 5 days we should be able to do so. She assured and promised me that there would NOT be any painting on our building Weds 3/24. She was very kind and I know this is not her fault, she did compensate with a small refund which we appreciated. However Weds morning the crew was out there painting the building, passing our windows and on the balcony multiple times. We had to close the curtains as we had no privacy and one again did not get to enjoy the balcony. This went on til around 6 pm. When I contacted the desk again I was only told that the owner wanted painting done that day and was offered 15% off my next stay (I doubt we will go back there) I understand renovations are necessary but should not be done at the inconvenience of high paying guests. Block off units during renovations. And the only signage regarding painting said it was going to be done March 17, not the 24th. The beds were also absolutely HORRIBLE. Most uncomfortable bed I’ve ever slept in. The pictures on the website make the resort look like it’s in a secluded area but unfortunately it’s in a very high traffic area, so as the river is very pretty it’s hard to get past the sound of the traffic. Also no dining options on...