MainStay Suites Knoxville - Cedar Bluff

Location

Bed was not comfortable at all. Room was not very clean. Did not have breakfast or an ice machine asked for pillows never received any or towel towels….. definitely a language barrier.

Location was as described.

Upon walking into the office to check in, strong smoke smell! Reception area was picked up but very worn and not cleanly feeling. WORST customer service ever! 1st, while we were trying to check in and having issues, the rep kept setting us aside to help everyone that walked in their door(from check ins to buying ice cream.), including while he was on an active call with Booking for us. There was an issue between Booking and the hotel with something in the system having not synced between them. The hotel had us as a no show for the prior night (so they got paid), we had confirmation or the night we were checking in for, with written and verbal (recorded and live person) when they made us call into Booking. The Manager had a call with the rep and refused to honor our reservation. Booking asked to get in touch with the Manager, and although the rep called prior and spoke to them, as well as the female coming to check on him, he refused to get in contact with is or Booking to fix the issue. We went round and round for 1.5 hours trying to get the room that we had paid for. The simple and correct fix would have been to give us the room, they got paid for it already, they were not sold out, nor at a point of being sold out the night before or the night we were there. Then Management and Booking could have straightened out the billing issue that was 100% a Booking & hotel issue and they confirmed that. But, instead of offering a solution, they just said the Manager would have to have the final word, yet we're unwilling to make the connection for this to happen. Ultimately, Booking relocated us to a different hotel and paid the difference that the walk in rate was. Bottom line, not only did they lose 1 night of payment because Booking cancelled the reservation and refunded it, but they missed out on any future stays associated with the reason we were there in the 1st place.

It's a good place of you are gonna stay longer term and can make use of the kitchenette.

The only thing I didn't like was that familiar smell of what I can only describe as cigarette smoke covered up by fresh paint. Like it's stuck in the walls from years prior to renovation. I understand that there's not much that can be done about it but still...I don't like it.

The whole room was acceptable. Thanks

Nothing

Nada

Habían cucarachas

Location