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April 2024 by Jaxon B.
IT was a horrifying experience! There was bed bugs EVERYWHERE! Sheets not put on, the beds were stained with disgusting substances. I traveled all the way from England, to stay at a great hotel, AND THIS IS WHAT I GOT!? ITS HORRIBLE! The prices was way too high for me! I ran out of there as soon as possible, NEVER EVER GO TO THIS PLACE, THERE IS WAY MORE BETTER PLACES THAN THIS PIECE OF TRASH.
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March 2024 by David W.
Not a good hotel. Staff is absolutely uncaring and act as though any request is a bother. Regardless of your issue, Lobby will not open its doors, under any circumstances open before 7 am. Stay here and you'll be very frustrated...
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February 2024 by Ashley Chisenall
The property was decent but the man at the check in was very rude, I came to the property with my spouse, my service dog and our family dog and when telling the man at the desk I had a dog and a service dog he continued to ask for “paperwork” for my service dog which by ADA laws there is no service dog paperwork. When I tried to explain this to the man he told me to “go do my research” the man was very rude and even rolled his eyes when I tried to explain anything about my service animal, very unprofessional.
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February 2024 by Paula LA
Helpful staff, affordable and very clean rooms with above average linens, continental breakfast offered, quiet location.
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February 2024 by Brooke Maglio
DO NOT STAY HERE!! This is by far the worst experience I have ever had at a hotel. They should be shut down immediately by the health department! We were stuck from road closures due to the ice storm from our original cabin and needed somewhere quick to stay for the night. First, we arrived at midnight after battling ice and dangerous road conditions and was charged $140 for half a night stay. The lady at the front desk was rude and no help at all with any questions we had. Then we get to our rooms and notice COCKROACHES crawling all over the bathroom. We were so tempted to sleep in our car at this point but we were so exhausted from the night we decided to close off the bathroom and get a quick shut eye. We had one tiny blanket and when we called asking for more since we had large groups, we were told they didn’t have any extra to give us. Here comes the fun part, when we were checking out at 8:50am we told the front desk employees about the cockroach issues and they argued with us that they just “sprayed” and basically said we were lying. My sister had pics in her room (two doors away, same floor) of them so the manager offered her a full refund but because I did not get pics they started becoming aggressive with me and saying they were not going to offer any accommodation to me. I offered for them to come to the room and allow me to show them but they said “no they are not going outside”. The man started raising his hand to me as a motion to get out and was telling me to leave. I never raised my voice and tried to insist on them to listen to me but they were telling me to get out and were so rude. I don’t believe I have ever been treated this way by what is supposed to be a hotel staff. This place is a pig stye with no management skills at all and the rudest employees! Please do NOT stay here! Save yourself this horrible experience and stay elsewhere!
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February 2024 by Marian W
Rooms: The rooms were clean and comfortable and my dog could stay with meFood & drinks: The eggs were not great
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December 2023 by Sarah Keel
Do not stay at this hotel, management is rude, rooms are dirty, stains all over the ceiling and sheets. The shower was way too hot or ice cold. This is the only best Western I have stayed at with a bad experience, managements refusal to correct mistakes just lost a very loyal Best Western customer.
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December 2023 by Louanne Wiant
My experience at this hotel was excellent. The rooms are not high-end, but they are very well equipped with mini-fridge, microwave, coffee maker, and decent personal items (soaps, shampoo, etc.) The room/bathroom were very clean and the sheets and towels were clean and fresh. The staff at this location were all friendly and welcoming. For the price I paid, I feel this was a very good value. Location is good to Cades Cove and many trails in the area. I would definitely stay here again, and recommend it to others.
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December 2023 by Jennifer VanDyke
The location is nice. Townsend is a beautiful town. However, this hotel is not at it's best. The matress cover and matress is covered in multiple stains. When we unzipped it there was obvious signs of bed bugs. There was 2 other type bugs crawling in the bathroom. I showed the front desk and was told it was impossible because they deep cleaned everything. She said she wasnt authorized to give a refund. We left regardless. No amount is worth taking these things home. ?I tried calling for 2 days to speak to a manager who just happened to leave the building every time I called. Then minutes after the front desk lady called me back and said she spoke with the manager and no refund. BW customer relations listened to my concern but cannot do anything in regards to the bed bug situation or a refund. I hope to save someone the hassle of this place. They are your typical people who will steal and lie to get your money.UPDATE: After this message from the owner I replied if he could call and speak with me so we could talk the issues over. He called and very rude. Yelled over the phone and told me I was not to open the matress cover. That me doing that caused the problem. I said I always check matresses. He said "NO YOU NEVER EVER DO THAT. AND LISTEN TO ME.....YOU DONT WANT TO START WITH ME. DO YOU HEAR ME?" And then mumbling/threatening me that they had my info.Save your time and money and go elsewhere. The BWs is Pigeon Forge are great!
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November 2023 by Stacy Palmer
Great price! Great location(very near entrance to the Great Smoky Mountain Entrance. Cades Cove just a very few miles away. Rooms were clean. Breakfast was amazing.Only complaint I had was the website not showing a King bed room available. Upon arrival, clerk said in fact there were King’s available. She said she would have to cancel my current reservation and with it being past check-in time, she could not. To top it off, she says there were six others who had shared there being no Kings available online. If you’ve got something available to better accommodate a larger guest, oblige the customer.Rooms: A little "dated" furnishings but EXTREMELY CLEAN!!Nearby activities: Cades Cove entrance within 5 milesFood & drinks: Breakfast had an extended choices
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November 2023 by C Whitt
Room was clean enough for a one night stay and location was good. However the lady working was not very welcoming or helpful. We checked in on a Saturday hoping to catch a few football games, however the small TV had multiple main channels missing. Guide had listed all main channels so I asked for help. The woman working could not have cared less. She didn’t even attempt to help solve the problem. We never felt welcomed here. Won’t be back.
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October 2023 by Larry Mac
We just stayed at this hotel for a local car show. We selected this hotel because they are pet friendly for pets under 80lbs. The one thing that is not mentioned on their website or by the lady I made the reservations with is the pet cannot be left alone in the room at anytime. I f I had been told this I would never had booked. I was informed upon arrival. We always take a dog create and bark limiter with us. We only leave our pet in the room when going out to eat. It really ruined our trip. They also charged my credit card for the stay 10 hrs before arriving when I asked the lady not to because I would be paying cash. She told me she did not do that but my card is set up to text me when charges are made. Parking is minimal at best especially if you have a big truck with a trailer. The breakfast is not fit for my dog. I met many unhappy customers during my stay. During my stay three groups of people arrived only find out their reservations where canceled on some of the rooms for their group. They told them their credit card didn't clear when they told them they would be paying cash like me. Rates go up based on occupancy and some hotels will cancel reservations to get a higher rate. The rooms where clean with a comfortable bed. The TV was small with limited channel selection. They never changed the sheets during my five day stay even after I requested them to do so. I am a very responsible pet owner and I do understand some are not but think they should be upfront about their polices. All the hotels I have stayed in don't charge your card until you check out
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October 2023 by Stacy Rogers
The staff was extremely nice and the breakfast was awesome!!! The location was good. We didn't book the room ahead, just looked up pet friendly hotels and went from there. It was only $20 extra for my dog. Only negative comment I would have is about the beds it was the hardest bed I've ever slept on in my
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October 2023 by Brenda Blaess
The room was comfortable and clean, but the bathroom fan/heat lamp was broken. Otherwise, it was a good location for us. They let us park our trailers out of the way for the 4 days we were there riding our motorcycles. They have chairs outside the rooms, so it was nice we could all sit together and enjoy the beautiful weather.
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October 2023 by Audra McKinney
I never leave reviews, but this was a complete joke…After paying $460 for 2 nights, we automatically assumed we would be staying in a nice room. We basically paid Hilton prices for a motel. We originally were supposed to have a King room but they moved my husband and me to a queen room because we had a dog that was not allowed in that particular room. Upon arrival, our light switch at the entry of our room turned nothing on. It was pitch black and we were scrambling around in the dark trying to figure out how to turn on lamps. Come to find out, the light bulb in the entryway was blown. We picked up the phone to call the front desk but it did not work. We walked back to the front office, someone came back to replace the bulb, but replaced it with what had the appearance of a nightlight…did not illuminate hardly at all. It has been flickering since replaced. They also attempted to fix the phone, but ended up telling us just to use it on speaker phone since that seemed to work. Really bummed because this was supposed to be our last little getaway before our baby arrives. Had all the other hotels not been sold out, we would have moved hotels at midnight… Will not be staying here again and will not recommend to anyone. Just stay in Pigeon Forge and make the drive. You’ll thank me later.
