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Hotels in Pigeon Forge for 2024 - Book Your Perfect Accommodation

4.3/5101 Reviews

Tru by Hilton Pigeon Forge

Pigeon Forge|1.85km from city centre

On 9-11-22 at we contacted 865-429-8500 to schedule a room at Hilton Home2 Suites for our family and children, one child having special needs. We needed a kitchen, particularly a means to heat food and the ability to sleep at least one autisic child in a seperate bedroom that had a means to be seperated by a door. So we called specifically to make sure there were no surprises when we arrived as the website was confusing.... pertaining to us making sure we had the appropriate amenities and room layout. When we called the above phone number the male on the phone quickly advised all the rooms with a seperate bunk bed room were filled at the Home 2 suites, but he would check what was available at the Tru Hilton. We later learn that there is no such thing as seperate bunk bed rooms at the Home 2 Suites location and that these two hotels are right next to each other. The associate then advised that he did have a room meeting our needs at the Tru by Hilton and that it did indeed have a seperate room for sleeping and a door. We were also advised that we would have a kitchen in the room, which was reiterated throughout the call. We booked the room, for 9-12-22, with us departing the following morning, 9-13-22. On 9-12-22, while driving to the Hotel from several hours away we noted the confirmation email was incorrect stating we would arrive on the 11th and leave on the 12th and that we erroneously already had our stay. My wife called and the mistake was eventually able to be corrected allegedly for the same room and amenities. Upon arrival, we checed in and we went to our room to find that it was a single bedroom with a king bed and no seperate room, no kitchen at all. I went back down to the front desk an spoke with the staff who I will not name on here. I told them we do not have the amenities or room we were promised. I advised that it was frustrating as this was the 2nd mix up and I was concerned about being billed for the previous erroenous reservation. I was quickly lectured that this hotel is a franchise and that all the errors were the fault of ”central”. I then said if there is not a room available at this point how do we rectify this and I was advised again, this hotel was a franshise and I would have to essentially take up matters elsewhere, assumingly with this so-called ”central”. The associate then said they did find a room on another floor and issued me new room keys. I gathered our family, belongings and children all up and went from the 5th floor down to the 3rd floor to our new room. Upon entering the room we were relieved to see the additonal bunk bed room, but then quickly discovered there was no kitchen as we were promised explicitly on the phone when initially making the reservations. I immediately headed down to the front desk and stated this room does not have a kitchen, at which time, I was advised they do not have kitchens in the rooms, but they do have them at the Home 2 suites hotel. I was lectured ag