Home2 Suites by Hilton Pigeon Forge

Awful customer service! Breakfast was terrible. Not clean. Rooms were big and location was good. Employees didn’t speak or understand English. I couldn’t get extra towels I requested. Hotel was not clean, especially for a fairly new hotel. Go somewhere else!

We loved this new hotel! The staff was friendly including the maintenance man who arrived quickly when we had a problem and fixed it and was so friendly. The lady in the kitchen was friendly and helpful. The food was fresh and so good. Everything is sustainable. Yogurt from a machine, plates and silverware were not plastic or paper but metal and glass. . The room was large with frig, microwave, and a dishwasher. The room was clean and comfortable. Housekeeping is every other day. . They have an outdoor pool which we did not use. There is an outdoor seating area and indoor. As well as outdoor games available. They also have a fitness center which we did not use. It was quiet. The only repair that needed done that we noticed was that the fire door push bar was broken near our room . All in all this was a great place to stay!

Not sure where to start but Lionel, the manager is a completely pompous person who doesn't understand customer service. We originally made a reservation for 3 days, then later (weeks prior to visit) decided we would do 6 days instead. I went online and to cancel my original 3 days and make a 6 day, but all the days weren't available. I was able to make a reservation to add on 3 days under a different confirmation number though. We called and spoke with the GM when we did this (weeks prior), a very polite lady who said no worries it's the same type of room we will simply check you in and out and will stay in the same room, I even notated this in the details of my reservations. When we checked in the very good employee William assured us no big deal, we were told to simply revalidate our keys on the first checkout date and stay in the same room. We stopped by the desk before 11am after the first 3 days to revalidate the keys and Lionel says no that he's the manager and that isn't happening. He acted as though we were liars about what we told him and we told him we worked law enforcement and I was a Veteran we weren't lying but he had a smug response to that also stating he didn't care. He said everyone told us wrong and we had to leave and come back at 4pm. After back and forth that was unproductive I said fine where can we move? When we asked what room can we bring our stuff to and he said they are cleaning and he didn't know and refused to move us into another room until that evening. He refused to exercise his authority and have housekeeping clean a room for us. He said he wouldn't know until later but we had to leave. Lionel said he needed those connecting rooms for 427 and 429. Amazing he knew in advance he needed those rooms but didn't know where we would move later, hmm. I asked why because lots of rooms are connecting. He didn't have a reason he simply abused his authority in an immature and flippant manner. So Lionel wanted us to get our stuff and vacate until 4pm checkin later in the day. So we ended up getting our stuff and leaving completely to a new hotel. Out of the approximate 130 rooms at the hotel Lionel had to have that room and didn't care about the notes and didn't care what the GM said. I told him I'd leave a negative review and he said he didn't care because all reviews are responded to by him anyway it wouldn't matter. I said I'd write Hilton we are diamond members and have never been treated so poorly. He said pompously go ahead those get sent to me too in a smart aleck manner. Lionel was hateful and disrespectful for no valid reason. In the end we went to a far nicer Hampton Inn down the road where they were glad to have our business. If we didn't have the diamond membership and stay at Hilton 60-75 days a year I would switch companies, but Lionel's actions I know are not indicative of how Hilton normally acts. Lionel requested I put in my review that he controls that I told him I hope he can't rent the room and that h

Great hotel with excellent service/assistance from staff. We even received wonderful restaurant reccommendations. Anything we needed they were more than helpful. The only thing that could have been better was breakfast. Needed to have more fresh cooked options, fruits.

The pillows were way too soft. I woke up with neck and shoulder pain. I had to get a lumbar back support out of my car to help me sleep I drank a mouthful of sour skim milk my first morning. I brought it to the front desks attention. My last day all they had was skim again I could not drink it. They were completely out of all other milk. I will say the breakfast was very good and plenty to choose from. The staff were all polite, friendly and helpful. The location was also convenient to entertainment and shopping.

They have the speakers with loud music all night long. The breakfast doesn’t have varieties during the days, very basic, I got and spoiled milk during it. The pillows and the mattress are super uncomfortable. The indoor pool was freezing and dirty, my daughter found a tampon in the bottom while she was swimming. I went to this hotel three times before and was not that bad.