Staybridge Suites Pigeon Forge - Smoky Mtns

The place was very clean and the service was excellent. Breakfast was awesome. Great selection. Thank you.

I was charged twice for the stay. I was charged upon checking in, even though the booking was prepaid. Front desk staff was not appropriately trained with normal procedures and resulted in the duplicate charged. I had to make several phone calls to different people to resolve this. This resulted in precious vacation time loss and unnecessary stress.

Great location for everything!

Stayed 10/11 thru 10/13. Upon arrival our group of 16 went to our rooms, however 4 of them were locked out of one of our rooms. The key unlocked the door however it seemed as tho there was a latch on the door from the inside, as if there was someone already inside the room. We knocked and called out asking if there was anyone in the room. We received no answer from inside the room. We tried calling the front desk but didn't get an answer. So some of the women went to the front desk to get assistance, so hopefully we would be able to get into the our room. Once we arrived at the desk there were several angry men shoving their way in front of us talking into their phone/translator and holding it in the face of the woman working the front desk. It was after 10 pm and she was the only employee there. Which I find very unsafe, and quite frankly I feared for her safety being alone to deal with an entire hotel. There was a womens conference going on in the area so the hotel was full. I would have expected that the hotel knowing there would be several groups arriving that there would be several employees so everyone could be accommodated, and not all the stress on one employee. Once we were able to speak to the woman and express our concerns she said someone could be there in 30 minitues with the tool to unlock the door. The entire time some of the women are at the front desk, the other remaining women are still trying to get into the room. The woman at the front desk is able to step away from the desk and tries to help us enter the room using some kind of wire, with no success. So we continue trying to get into the room. After 45 minutes of knocking and calling out to see if anyone is in the room, still with no answer. We are finally able to get into the room. Once inside we discovered the room was already occupied. With a woman and her 2 children. That entire situation was strange. The room was registered to our group and we had the key to the room yet it already had people in it, but they were not in the computer our group was. Im sure the woman was frightened as well. Our group was eventually given another room and an apology. The building was beautiful and the rooms were nice once we were inside them. However the fact that we spent 5 plus hours driving there then another couple hours at a conference we were just ready to get into our room and unwind. So it was very frustrating we had to go through all that trouble just to be able to unwind. I would hope in the future the hotel provides more than one staff member to accommodate such a large hotel. For the safety of their employees and their guests.

The beds were very comfortable and I liked the spacious kitchen area. It was also nice to have towels replaced every day and the rooms cleaned. The people who worked there were friendly and helpful. We would highly recommend this hotel to all our friends and family.

Checked in 10/11 when we arrived at our rooms we had 4 there were 16 of us one room we could not get into. The card unlocked the door but the security bar was in place and we couldnt get in. Tried calling front desk several times with no answer. Went down to lobby to find around 20 men that did not speak English in the lobby being very loud and disruptive. They would crowd in front and put there phone in the young lady at the desks face im assuming translating it to English. When i got to speak with her she had manger on the phone so he was telling her what to do to get into the room She came upstairs and tried with a piece of copper wire that was unsuccessful. She said she was going to go get a different tool and we continued to try to get the door open knocking and yelling to see if anyone was in the room with no response. We worked for 45 minutes or so and finally got into the room, to find a lady with 2 children in the room. She was yelling at us to get out. Which only one stepped inside to try to explain why we were there. Something was very suspicious about her. So i went back downstairs to tell the young lady at the desk that we have another issue she still on the phone with the manager and said she would get a different room. Before we had asked for a different room we were told they had no vacancies they were book. But somehow had a room for us then. The young lady was still dealing with these men in the lobby. She came up and entered the room to check and be sure it was good. Shame on the manager for not coming in to assist her, she said she was the only person in property for all night. Ifeel that was a very poor manager that left her in that situation However was very concerned with her safety. And ours as well at that point. So and hour and a half had passed and it was almost midnight before we got a room. On Sunday morning we went up to the breakfast are and there were all those same men very load and rude crowding taking up all the seating and taking 3 plates of food at a time. I would not recommend this hotel to anyone. Its a beautiful facility but the management is terrible!

I, along with 15 other ladies checked into our rooms after 10:00 pm. After a long day of traveling and a conference we expected to check in and get rest before beginning again the following morning only to be unable to get into our room assigned to us. After employee (only employee present) came to assist she couldn’t understand why it was locked from the inside. She went to call manager to help but there were several men at the desk (not speaking English) needing her assistance as well. We feared for her and for ourselves. After a long exhausting time waiting to get in our room we found a lady was inside occupying the room. Very suspicious.

We had a group of 16 women, came to PG for a conference. Friday, October 11th we checked in around 4:30pm, our leader picked up the keys for 4 rooms, which were booked months in advance. We left after checking in and went to our Friday night conference. When we returned at approximately 10:30pm. We were able to get 3 of our rooms open, but the 4th key worked and security latch was on the door, so we knew there was someone in the room. After 45 minutes of knocking and pounding, and calling out that this was our room, no one answered. During this time we tried calling the front desk, but did not get an answer! At this time our leader, went to the front desk, to find 1 employee, the only employee working at your facility on Friday night. She called her mgr. and was told to take the tool to get into the room. She could not leave the front desk as approximately 25-30 men came in. They did not speak English. They were speaking into their phones and then putting their phones in the desk clerks face while she was trying to resolve our problem. There were no empty rooms, so we were told. She finally was able to come to the 2nd floor to try to open the room we were trying to get into. She could not get it open, nor did the person inside say a word! So, she went to find something else to get the door open, we told her we would continue to try. We were able to open the door. A women came at us screaming for us to get out, her babies were sleeping. The desk clerk came back and found a room after all. 1-1/2 hour after we got to the hotel we were all in rooms. BUT no one slept well, we felt unsafe. It was very suspicious that this woman would not answer the door and her children were not babies, they were probably 7 and 8 years old. And the situation at the front desk with all of the angry men, made us feel even more unsafe. On Sunday morning there were at least 25 men in line at the breakfast area, when trying to sit at a table 1 of the Men came over and laid a switch blade knife on the table, motioning that it was for the men in line. We fear for your employees and guests. Same on the manager for leaving 1 person alone to run a facility. If there was only 1 person available it should have been a trained manager. The front desk clerk was doing her best, but she was clearly in over her head with these men that were very angry.

I checked into our rooms on Friday, October 11 checked out October 13 or stay was horrible. We arrived and checked in but did not go to our rooms we had a conference went to the conference came back about 10:15 PM. We had four rooms three rooms opened up the fourth room would not open had a security lock on we knocked, we yelled our key open the door, but the security lock was on. It tried to call downstairs with no answer. Had to go downstairs to talk to the front desk lady, and when we got to the lobby, there was approximately 30 men speaking Spanish could not speak English surrounded in the lobby , so waited in line when it was our turn to get up to desk lady, as those men rudely interrupted, stepped in front of you they were typing on their phone, translating it to English, shoving their phone in the ladies face when she was able to get away from the desk her manager on the phone telling him the situation was trying to tell her how to go upstairs and handle our situation to bring a copper wire to open the door. She came up. She worked a little while did not work. She said she was going to get another tool. We told her we was gonna continue to work on it. We worked in March and work finally got the door open and when we opened the door, there was a lady and two children in the room and she was screaming at us after we worked on the door for 45 minutes to get it open had knocked and yelled with no response from her previously and was told that they were booked and had no room but then soon as that became an issue of someone in that room, they had a room for us. The girl came back with the key, unlock the door went to make sure the room was good , we finally got into our room and went back downstairs to get some bottled water for our room. Those gentlemen were still in the lobby area and I was really concerned. The young lady working at the front desk did not come back to the facility the young lady was the only one at the facility and I feared for her and was very uncomfortable with us staying in that building with all those people around. I feel your manager failed his worker big time failed everyone who was staying at the hotel should have came into that hotel young lady should not have been there alone at any time especially what was going on and it was very suspicious that there was somebody in that room that they had give us keys for the keys, unlock that room and the lady was very suspicious. Don’t know what was going on, but something wasn’t right , when complementary all of those men were upstairs very rude stepping in front of you saving seats nowhere to sit because they had all of the seats at the breakfast area speaking their language so no one could understand them. I feel it’s a beautiful facility, but your management stinks. I spoke with an assistant manager on Saturday morning about the situation over the phone , she was very nice, but once things were done, couldn’t be fixed so it just made her stay very uncomfortable. I woul