Sidney James Mountain Lodge
Sidney James Mountain Lodge has horrible customer service - Room 226 Cancellation

This is by far the worst experience I have ever had with a hotel. It was dirty and the staff has the worst customer service imaginable. My husband, 6 year old, and I booked our stay for the 4th of July week looking for a fun place to stay close to downtown Gatlinburg. Since we drove in from Ohio prior to check-in we quickly dropped our bags and went exploring the town. After a fun day, we returned to our hotel room to relax and we were shocked to discover our room was less then comfortable. There were holes in the carpet, the dresser drawer was broken so badly that it was hanging off its track, the ceiling was covered with bugs, the sink faucet dripped, mold covered the bathroom, the sink appeared to be falling off the wall, the a/c had two settings %u2013 full blast or off, and our "creek side view" was actually that of an abandoned hotel that is the middle of demolition with crime scene tape everywhere. We went down to talk to the front desk attendant to ask for a transfer but on our way to the office we had to walk through a two floor stairwell that was completely dark from either light bulbs being out or an electrical issue. Our son tripped and scraped his leg on the stairs so we decided that we should just cancel our reservations and try to find a safer and cleaner place. At the front desk I was rudely informed that since I didn%u2019t complain immediately upon check-in that I would not be refunded my stay. The front desk attendant actually got into a yelling match with my husband in the foyer. We went to pack our bags to leave and the same guy let himself into the room without knocking to %u201Ccheck out%u201D the situation. We left that night and the next day I called to speak with the manager about a possible refund since we didn%u2019t use the room. The manager informed me that the attendant that came into the room noted that we had used the shower and beds - which was a complete lie. He then said he would research the situation and call me back%u2026well it has been two weeks and I have not received a call back. However, I've left several messages and when I tried to follow up the front desk actually hung up on me. A response would be greatly appreciated, but my past experience with this staff is telling me not to hold my breath.

Company: Sidney James Mountain Lodge
Country: USA

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