Vista Suites Pigeon Forge TN — Hotel in Pigeon Forge

I would rate no stars if at all possible. I am terribly disappointed in the property and that it represents Choice properties. This started as an evening away that went bad quickly upon arrival to the hotel. The booking was seamless through the Choice membership 800 number. They are always very helpful! We booked and traveled to the hotel. When driving onto the property, there was trash thrown all around the parking lot and green read surrounding the hotel. We checked in and went upstairs to our room with expectations of a great Comfort Suites stay for a getaway night, inclusive of a jacuzzi tub. When we got off on the top floor, it was very cold, but the temperatures outside that night were around 18-20 degrees. It was freezing when we went not the room. We noticed on the way across the room to turn the heat on that we had to walk around the refrigerator standing in the middle of the floor instead of being placed inside of the dresser. We turned the wall heater on and it didn’t begin to touch the coldness in the room. My husband went into the bathroom and noticed we only had 3 bath towels. None were there for the tub. And no mat to be able to dry your feet when exiting the tub onto the tile steps. He went down to the desk to obtain more towels and asked about the refidgerator’s placement in the middle of the floor. He was told it had been defrosted a couple of weeks prior and must not have been replaced. As he was attending to the lack of linens, I walked out onto the balcony to see what type of view we had. It was then that I noticed the side of the sliding glass door was off of it’s track. Not just a little, the bottom was approximately 3 inches from the frame. And then there was the gap BETWEEN the two sections of glass that was approximately 4inches!!!!! I don’t know how it was even standing. I tried to use the telephone in the room, but it did not work. So my husband made another trip to the front desk to ask for help in fixing the door. NO WONDER IT WAS FREEZING! Mystery solved there. It took over 30 minutes and another contact with the front before they came up to fix it. After they left we began to eat the dinner we had a just gotten. It was not getting any warmer. So we asked about additional heat, and they brought a small infrared heater to the room. Still leaving the refrigerator in the middle of the floor, walking around it. We plugged it in and hoped it would help soon. I decided after dinner it would be a good time for a soak. Not so much. It was still so cold in the room the water was frigid in about 10 minutes. And to top it off the jets wouldn’t even work. The switch was damaged. I got out and walked into the bathroom and saw that the shower floor was covered in mildew. More insult to injury on the stay. We were told they were booked but we could maybe be moved to a lower standard room. By this time it was 9:30 p.m. We decided to just go to bed, it would be too much hassle. All the while it was slowly getting warm, but still very chilly. I almost forgot, it was supposed to have a wet bar in the room as well. There was not anything. We thought that we could call Choice and maybe they could help resolve it. They told us to send them pictures of everything, so we did. They told us we would be contacted the next day. We asked for a refund and were told then that we had to check out first. So we went to sleep, still cold. The next morning we told the desk staff how disappointed we were, and that we would like a refund. They told us that the general manager would call us. Two weeks later, we are still waiting for that call. We called Choice membership again several times ,only to be offered points towards our loyalty, 10,000. For the room reservation, if we had chosen to use points it would have been 20,000. So not even comparable to what we had paid for. Again, we have contacted Choice and they still have not refunded the stay. Sadly, my husband spent 250 nights in...

We stayed here for one night as a family get-away for the July 4th weekend.

The good: The clerk that checked us in was very friendly and helpful.

The location was conveniently close to Dollywood and many other activities in Pigeon Forge (see my Feaster's on Teasters review!)

The Not So Good: As a network administrator, I would NOT recommend you use the WiFi here. It is unsecured (no password) and they want you to "sign in" on a splash page that says the standard "I won't do anything illegal" while also indemnifying them in the event your device is compromised/hacked. To management: Hire a qualified IT Person and SECURE YOUR NETWORK AND WiFi!

The place is showing lots of wear and tear. The ice machine on the 3rd floor was out of service, with a sign to go to the 5th or 7th floors. The out-of-service icemaker was also filthy.

Rooms could use a bedding update as the mattresses were 'cratered' in the middle from long use. To Management: Spring a few dollars more and get mattress protectors when you get new mattresses!!! You know, the kind that almost every hotel has to protect against bugs and any kind of spills. We did not see any bugs (and I ALWAYS inspect hotel rooms religiously for those nasty critters) but bed bugs do happen, especially if you make it easy for them. The outlets in the room were worn out and fit so loosely that plugs will hardly stay in. The walls (throughout the ENTIRE hotel, but especially in the rooms) could use a coat or three of paint. There were lots of marks on the walls, which made the place feel dirty. There was an acoustic tile in the breakfast/dining area that had a nasty-looking water stain on it like a leak has been happening there for a long time.

The carpet, especially in the hallways was nasty. It looked like someone may have thrown up in the hallway one door down and clean-up was just dust panning it up. Carpets in hotels should be CLEANED regularly, but these are now beyond that and desperately need replacing.

Breakfast was a hot breakfast and had the potential to be really nice; however, the front desk clerk (who was the same person who was one shift 12 hours before when we checked in) was also tasked with setting up and maintaining breakfast. That poor girl was so busy handling complaints about the rooms and mistakes the manager made that she couldn't keep the breakfast stocked or the dining room clean. All the tables were dirty, so we had to clean our own tables. The main trashcan was chocked full and leaking some liquid from the front corner out onto the floor in front of the can. They ran out of eggs and a few other items. The biscuits had no accompanying gravy. The chafing dish for the biscuits had a broken hinge so it slams every time someone opens it. This seems like a petty issue, but I found it to be a symbol of the whole experience. Looks nice and you expect something good inside, then BAM, SURPRISE.

Since the breakfast was out of stuff, I poked my head into the open door where the kitchen area is to see if someone was around that could restock. I am amazed that they pass health inspections. There were at least a dozen dirty rags and hand towels on the counters and floors. The trash was overflowing in the corner and there were empty boxes and cartons strewn about the floor. The overall appearance of the kitchen was very dirty.

When we went to check out, at 10:30, the manager was on duty and arguing with a guest. We had previously met this guest and their family at breakfast and her complaints were definitely legitimate (multiple rooms not clean at check-in, erroneous charges $100 to their card, duplicate charges.). The manager was smug, uncooperative, and unapologetic.

I got the feeling that the manager was also the owner, but I don't know that for sure. I got the impression that the housekeeping staff we met and the manager (owner?) were related and that this particular hotel was a...

First off I understand there were new people training and I get it things happen. My kids and I stayed three nights, 6/25-6/28. Everything was okay until Friday night when we got back and a neither of our room keys worked. It was around 9:00 p.m. . We went to the desk got new keys and went down to the pool. Around 11:25 someone knock on the door and my son answered he said it was the lady from the front desk and she was just checking to see if we were okay. I thought it was odd but when I looked in the hallway she was gone. I laid down to go to bed at 11: 30, having a 6-hour drive to get home Saturday and we also wanted to do a few more things. At 11:50 someone pounded on my door claiming to be a manager. I looked through the peek hole and saw a dude in jeans and a t-shirt nothing identifying him as working for the hotel. He demanded that he needed to speak to me and kept asking how I got in the room. I'm a single mom with four kids so this is a sitting right with me but I open the door and talked to him and he kept saying you understand I need to know what's going on because no one's supposed to be in this room. Then he said the manager and I came up earlier and there was a lot of stuff still in this room.. I said I thought you were the manager very sarcastically and rolled my eyes. He then said he was the man with his friend and he was helping out because the manager had to leave out of town. I showed him my receipt on my phone that showed three nights he took a picture for the manager and never once apologized. He just kept saying you understand why we have to figure this out and I told him yes I understand, do you understand that I have a 6-hour drive home and it's after midnight now? The next morning we were checking out and he said how are you folks checking, oh yeah I talked to you last night with a laugh. I said no you actually talked to me early this morning and I have a 6-hour drive home! I understand that the lady that text us in Wednesday afternoon was training, the girl that made us new keys after the manager and him had them deactivated was actually the guy's daughter who is also filling in as help. And I understand being new. But there was a lot of things wrong with the way I was approached. First of all being that the person knocking on my door was a man with no identification and I'm a single mother. Second of all no apology just telling me I had to understand. There should have been a note left at the front desk saying not to make new keys and to contact the acting manager as soon as we reported to the desk. Then somebody with identification should have said excuse me ma'am I'm sorry for this inconvenience but can I see a copy of your receipt? We only have you in for 2 days. For safety reasons we can't have anybody in a room without knowing it. When I showed the receipt I should have gotten a "thank you ma'am, I'm so sorry to have bothered you and I hope you understand that we have some new people and something got mixed up with your check in, We appreciate you and your patience as we got this worked out. Please enjoy the rest of your stay" nobody should have ever knocked on my door that late at night. If I would have already been asleep when he knocked I probably wouldn't have been so polite. I had a 6-hour drive home and there were other things we wanted to do before we left so I...