Choice Hotels
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Hotel OK. Service Horrible!
Quality Inn Pigeon Forge 2708 Parkway Pigeon Forge, TN 37863 The hotel is average. 1-2 Stars by hotel rating systems. Standard Beds, Dresser, Microwave, Mini-Fridge, Shower. There is an Indoor Pool that you have to enter from outside as there are no "indoor" hallways. The floor around the pool is tile and extremely slippery with poor drainage so simply walking in the area is a slip hazard. The beds are not comfortable. The room was clean. You can hear other rooms anytime you enter the restroom through the exhaust fans. They do have a decent free breakfast which is a nice perk. The customer service after the stay has been PATHETIC from both Quality Inn and their parent company Choice Hotels! Sunday. We checked out on a Sunday and that afternoon realized we had left a small cinch bag in the room. While still in the area we contacted the hotel by phone to inquire about coming to get the bag. The front desk informed us that if it was found then it was locked up by housekeeping and that NO ONE could access the housekeeping area and they would have to call us back the next day if they found the bag but that we could not come to collect the bag while we were still in town. Monday, I receive a call that they found the bag and that someone will be picking it up to ship to me the next day. I provided my phone and address at this time. Tuesday, I receive a call from the Express Package and Shipping company asking me to provide payment details to ship my bag.......that Quality Inn would not let me pick up while I was still in the area...... I contact the Quality Inn and the front desk informs me that I will need to pay for the shipping. Wednesday, I contact ChoiceHotels.com customer service line who informs me that they understand my concern and that the hotel should ship this bag to me since I was not allowed to pick it up on Sunday before leaving. They contact the location and the Manager is in a meeting and then informs me that the Manager of this location would be contacting me today. Thursday, I did not receive a call from the manager on Wednesday. I call back to Choice Hotels customer service line and they inform me that they contacted the location and they stated "I agreed" to pay to have my bag shipped. I explain that this did not happen and that I repeated to them for clarity that they were saying "So since you would not allow me to pick up my bag Sunday while I was still in the area, you are now also having me pay to ship my bag back to me?". They attempt to reach the Manager again to transfer me and the Manager refuses to accept the call and states that I will be contacted by them this day. Friday, I did not receive a call from the manager on Thursday. We are now 6 days into this situation. I call back into Choice Hotels with my reference number to inform that I have not received a follow up from the Quality Inn Manager regarding this situation. Choice Hotels, CUSTOMER SERVICE line (btw, Choice Hotels owns Quality Inn) informs me that I need to contact the Quality Inn to speak with the Manager as this is the best way to resolve this. I call Quality Inn back and the manager is in a meeting again. This is a stellar example of Customer Service. I am now trying to reach the shipping company to pay to ship for my bag that Quality Inn would not allow me to pick up and writing this review to warn you before you decide to stay here as well.