SpringHill Suites by Marriott Pigeon Forge — Hotel in Pigeon Forge

This hotel has to be the most disgusting one that I’ve ever stayed at by far. If I could rate it lower I would.

The staff did not greet my group upon arrival, just handed us the key cards. We requested 2 double queen rooms side by side. That was not exactly what we were given. Upon walking into the 5th floor rooms, they smelled moldy. The closet doors were off the hinges and extremely hard to close. We even found fruit loops in one for the closets that were never cleaned.

The bathroom was gross. There was black mold growing in the tubs of both rooms. The walls had water damage and drip stains coming from the ceiling. The floor had hair and debris on them. The bathroom floors were sticky. The toilet bowl seat was dirty. Thank goodness we packed Clorox wipes. The carpet had a damp feel, smelled moldy and sticky.

The box springs on the beds still had plastic on them. The bedding was scratchy and ultra thin (I could see the labels that informed housekeeping when to flip the mattress through the sheets…the mattresses hadn’t been flipped). The sheets were ultra cheap. The pillows were gross & stained. We even found blood on one. Several of the lights in rooms did not work. They had wine coolers instead of actual refrigerators. They never got to a temp that would keep anything cold. The wine racks prevented storage of any food items in containers. The wine coolers had sticky substances at the bottom. There was no knob to adjust the temp.

The AC unit smelled of mold. It cut off in the middle of the night. The room was dusty. Everything in the room felt like it hadn’t been cleaned or wiped down in months.

In the three days of my stay, I never saw anyone cleaning or attending the common areas of the hotel. When I walked by a housekeepers cart they did not have a single towel or bed linen on them. I overheard another guest ask for a new soap dispenser and they were told that they never have them on the cart and the guest would have to go down to the front desk to get one. (Unacceptable!).

The outdoor pool was okay, but it constantly had particles floating in them and it didn’t seem to have enough chlorine in it to kill any bacteria. The indoor pool seemed to have a gross film on the top and had an off putting color to the water. Just judging on the carelessness of the staff, I doubt that the chemical levels were ever checked.

The breakfast was okay if you like pre-packaged, pre-frozen and partly cooked items. Bacon was mostly raw. Oatmeal was super watery. Toast would have been nice, but the bread was stale and the toaster itself was dirty. The breakfast area in general was not clean and wasn’t suitable for food service. There was dust. The attended did not use gloves when handling food and also used the same cloth that she used on the trash can on tables and food surfaces. I chose to walk to Starbucks after the first day of disappointment.

Not a lot of choice for people who are vegetarian or have gluten issues. Everything was basically bread (bagels, muffins, waffles, toast). If you wanted to reheat the lukewarm food, there’s no microwave…you have to go to your room. The coffee was always lukewarm and tasted like it had been sitting out all night in the dispensers.

The staff spent more time socializing amongst themselves that interacting with guests. I observed them being unfriendly and argumentative with other guest, so I simply refrained for asking them for anything or speaking with them. They did not have a very hospitable attitude or demeanor about themselves. I don’t think I saw a sing staff member smile at a guest.

I honestly feel like they should have paid me to stay there and that they need to give us a refund, but the staff does the bare minimum and would be combative if a refund was requested and it’s not worth my energy.

The only positive is that they had a large parking lot. I never had an issue with finding parking. In fact, the parking lot was probably the cleanest thing at...

If I could give this hotel zero stars I would based off of the front desk employee we had to deal with and also the nasty beds!!! I will try and make it short because we ended up having 3 different hotel rooms due to the heat not working in two! First experience the bathroom counter wasn’t cleaned a red lipstick stain was left on the counter and the soap dish was dirty! So after that my mom was like if the housekeepers can’t clean a counter then the beds are prob not clean! And she was right after stripping the bed they had a drink top left from someone before water bottle and also had a straw wrapper and candy paper wrapper so we requested new sheets! We had to make up our own beds! We should have gotten paid for it smh! But the deal breaker was the heat wasn’t cold! It was very cold outside and windy so we expected some heat in our room! I had my 8 month old daughter had to wrap her up good and bundle up because they had us in a room with no heat! The hotel clerk named Junior needs to be fired! I had to keep calling because he want answer the phones but when I finally reached him he told me to come down for a key and hung up on me! After I get to the lobby he tells me that their system is down and he can’t help me! I told him that I would be needing a refund for the inconvenience we have went though and if he could leave. A note to his manager since he informed me no manager was there so that the manager would be aware of the situation because he may be gone since they do have a shift change! He refused to give me manager name and also stated he had nothing to do with it! He also told me to go back to my room or he would call the cops! I was waiting on him yo call the cops so the cops could see how cold it was with my 8 month old baby in that room! I finally go to the room and I call corporate! Thankfully I had a nice lady and she wrote down everything and sent it in to the manager desk for that next morning but she was also worried about my daughter so she called the hotel herself to request a new room for us! Junior never answered the phone she called multiple times! Mind you he wasn’t busy at all because the lobby was not busy! So my bf goes back down to the lobby and junior decides to give him a key to another room! We had 2 rooms with no working heat!!! Around 2:20am we finally got a 3rd room with heat that smelled like the room was burning and the heater wasn’t used in years! Normally the smell dies down but it never did! We were so tired we had to rest! So I got up around 6 called the front desk junior answered and said a manager would be in call back around 8 and he hung up on me! We initially was supposed to stay 2 nights but after al this we cut our stay short and got another hotel! The manager was nice and she refunded us points for that stay but we shouldn’t of never had to deal with dirty bed sheets and no heat when it was in the 20s outside that night! I would never suggest this hotel to anyone esp if junior is still working there and whoever else the house keepers are! Filthy disgusting and bad customer service from the front hotel person...

I have never had to write a bad review for Marriott and really don't write reviews at all. Here's my story...My wife and 2 children arrived to our hotel on Saturday and checked in just after lunch. When we arrived to our room, the temperature in the room was 63 degrees. Not thinking much about it, I made sure the heat was set and we left to enjoy the area. When we returned to the room at about 7:30 PM, the room was still 63 degrees. The unit was running but only blowing cold air. I went down to the desk and reported it to the staff. They sent their housekeeping to check it out. Housekeeping checked the thermostat and said they were going to check the breaker. After a few minutes, they came back. They said they would have to get maintenance to check it out. They left. The front desk called and said they would send up a space heater if we wished. I asked how long before maintenance would be there, they said "they have to drive in the same traffic you do so it will probably be an hour". 2 hours later, maintenance came to our room. He checked the unit out and said that it could be the control board but not sure. He said he would come back in the morning and try to get it running while we were out.

The next day (Sunday), we left our room about 8:00 AM. That afternoon, we stopped back by to check and see if it was working. The room was still cold and the unit would not cut on. I checked at the front desk and they said they would have to call maintenance and find out the status and to check back with them when we returned. We left to get supper and when we returned they said it couldn’t be fixed by maintenance and they would have to call an HVAC technician to fix it. They said they had another room for us and gave us the new keys. They also said they were refunding us $200 for the inconvenience which we were very thankful for. We moved all of our stuff to the other room and when we walked in, it was 66 degrees. I turned the heat up and all the unit would do is blow cold air. It didn’t get above 66 in the room all night even with the unit running the whole time. Luckily we had some extra blankets for the kids.

The next morning, I went down to check out and get the updated receipt with the refund. I told the staff that the heat in that room did not work either. She said "we had someone go up and check it before we moved you". Obviously, it wasn't working if it only got to 66 degrees. The rooms were clean but maintenance seems to be an issue at this location. The showers in both rooms were not well maintained and the TV in the first room did not half work. When we finally were able to get a channel, the remote would not change the volume. I have stayed hundreds of nights in Marriott hotels and some others in the Pigeon Forge area, as we visit this area multiple times a year. Marriott's have always been my preferred choice and I will stay at others but will not be staying at this one again. My first disappointment with...