Fairfield by Marriott Inn & Suites Sevierville Kodak — Hotel in Sevierville

When I checked in, there was a man and a lady working the front desk. Both were standing back away from their computers. Upon asking which one could wait on me, the lady said either one could, however, she gave me the "evil eye" which told me she was not wanting to help. The gentleman stepped up to the computer before I made my move to the desk and took my check-in information. After check-in, he presented me with a "goody" bag, which upon inspection had 2 bottles of water, a couple of snacks, and some coupons, which we found very useful. (Not sure if this was for everyone or just because I was a Marriott Rewards member.)

The hotel room was very clean and decorated nicely. The A/C unit in our room was operated by a thermostat and worked very well. The bathroom was good size with a shower head that accommodated a person of above average height such as myself (6' 0"). (I find most hotels believe their patrons to be 5' 6" or shorter, thus putting the shower head at a 5' 8" height.) There was a hair dryer in a bag underneath the counter, which I find is a staple at all Marriott hotels, although I do not understand the idea of putting them in a bag. The bathroom also came equipped with a two sided wall mounted cosmetic makeup mirror, which my daughter fell in love with (looks like I'll be busy on Amazon later.)

When I went down for breakfast, I found they had veggie sausage. I consider myself to be a sausage aficionado as I make my approximately 25 lbs of venison sausage every fall. I tried the sausage and found it was the most horrific thing that has ever been placed before man to eat. This sausage was worse than the prequel Star Wars movies. Overall, the rest of breakfast was good, but the sausage made me want to ask for a refund on my room, even though I used my reward points for the room. The breakfast bar had Canadian bacon (ham's first cousin, once removed), eggs, omelets, various cereals, milk and OJ.

Although the weekend was supposed to be full of rain, we found that our trip to the Pigeon Forge area and to Dollywood were very delightful as the storms passed just north of us. As I look back on this weekend, it will not be remembered for the pleasant times spent at Dollywood, nor will it be remembered for the storm that was missed while vacationing.

It will be remembered as the time that my taste buds were denied that oh so pleasant artery hardening breakfast patty known as pork sausage.

To my friends at Marriott, you have...

On June 19, I arrived at Fairfield Inn & Suites, Kodak, TN @ 2:00 PM to see if could check in early, a representative checked and said my room was not available and she would call me as soon it was available. Machaela (if I am pronouncing her name right), called from 865-933-3033 Mascot, TN, and left a message that a room was available whenever I come in. We checked in, left and came back late that night and noticed hair was in the shower and on the soap display area inside shower. Wednesday June 20th at 9:59 AM, I noticed a bug (looked like black Beetle) crawling in the bathroom floor. DISAPPOINTMENT came when I received a call from Jackie Bousette, who was Unprofessional, she called my room at 3:30 A.M. Friday, stating that it seemed like I was staying there for free and I needed to come downstairs NOW and pay. I told her that I had two separate reservations and on the day I checked in, I asked the hotel representative If I needed to check out on the first reservation and then come back and check back in and she told me no and stated that was too much and it was unnecessary. She advised that she would put a note in the computer for them not to move me and advised that I could pay at the end. Jackie stated that she saw the note but said that she needed to collect from me and they tried calling me (clearly a lie bc Machaela was able to let me know about the room plus my email address is on record). So, I asked was there not a better way to handle this than bother a guest at 3:30 in the morning versus 7-8 AM. What difference did it make if check out is at 12:00 PM and you did not make it an obligation until 3:30 AM just does NOT make since if you truly felt I was trying to stay for free. Jackie responded and said people get up and leave without paying. (Thursday night after we returned from a 10:00 movie, Jackie pulled up my account to reset my key card so why not ask for the payment then). I have no intention of staying somewhere and not paying. It is just ridiculous how I was treated. I had no idea that Fairfield Inn & Suites has this type of management and representation. My family and I have never been treated like trash from a hotel representative like Ms. Jackie Bousette. I could not go back to sleep after that ordeal. After she took my payment, I asked for a receipt and she stated that I could not get a receipt until I checked out. Seriously, Jackie needs some serious training for future guest that meet her because what she did was...

On November 22 2024 my wife and I made a reservation for May 7th-10th 2025 and paid in full. Due to circumstances beyond our control we will no long be visiting that area at that time. When we called Marriott on 1/28/25 we were told that we would receive a refund for all but $138 which was because that was supposedly the discount given for booking so far in advance. The refund never got credited to my credit card so on 2/3/25 we called Marriott customer service again and the gentleman we spoke to told us that we had passed the window of time to be eligible for any refund whatsoever. When we asked if there wasn’t something that could be done given the circumstances that it was still over 3 months out from when we reserved the room he told us to call the manager at the specific location and it was up to them if they would refund part or all of the charge. We contacted the front desk at Fairfield inn Kodak and were directed to speak with Samantha who we were told was the manager. She was less than friendly and offered no solution but to read us the fine print of Marriott's policy on cancellation's. So here we are. Paid out $624.63 for absolutely nothing and the Fairfield inn Kodak will rent the room out and make even more money. It would be one thing if it was short notice and Marriott would be losing revenue on the room but this is clearly not the case. Please beware of Marriott’s policies before booking with them at this location. Going forward we will never stay here or at any place owned by Marriott. I hope if the management of this facility are ever in a position where they would benefit from some basic human kindness/decency they get treated the same way we were by them.

Update 2/11/25 The “owner’s” thoughtful reply below shows how much Marriott thinks of their customers. Asking me to contact them offline so they can further help when I did just that originally and then saying how happy they were to have me there? Apparently reading comprehension isn’t that great at this location. Or perhaps that’s just a script like we were read when we asked for a refund since we couldn’t keep our reservation that was still over 3 months away. Regardless NOTHING has been done. I have contacted corporate and not gotten any response other than to say that someone will get back to me. Will be filing a complaint with the better...