Cumberland House Knoxville, Tapestry Collection by Hilton

Great location for walking to Neyland stadium. Splurged for suite and it was amazing luxury.

My father has a terminal illness, which forced us to cancel our travel plans. You would think a hotel brand that constantly markets “hospitality” and “customer care” could show the smallest amount of empathy in a situation like this. Apparently not. We first contacted Hilton customer service and were told we had to work directly with the hotel. The hotel then informed us that only a manager could approve the cancellation. Sounds simple enough except the manager apparently operates in some mythical dimension where phones don’t exist and voicemails go to die. For WEEKS we called. Left messages. Called again. Left more messages. Not one return call. Conveniently, this dragged on until well past the cancellation deadline. Funny how that works. Only days before our trip were we suddenly told to contact the Diamond Members desk. The representative there was actually kind, professional, and seemed genuinely concerned which only made the hotel’s behavior stand out even more. She said she still had to get approval from the hotel manager. Oddly enough, the manager who couldn’t return OUR calls somehow became instantly available for HER call… just to deny the request. And then came the truly unbelievable part: the manager actually asked, “If you knew he was ill, why did you book it?” That may be one of the most tone-deaf, insensitive comments I’ve ever heard from someone in customer service. Terminal illnesses don’t exactly come with convenient scheduling updates. If we had known my father would deteriorate to this condition, obviously we would not have booked the trip. I even attempted to escalate the issue to the regional director. Shockingly, that also resulted in zero communication. Apparently ignoring customers is not an accident here it’s part of the culture. I’ve worked in customer-facing organizations for 33 years. If employees under my leadership treated people this way especially families dealing with a terminal illness they wouldn’t last long, and neither would the business. This experience raised a serious question for me: does this hotel actually care about guests at all, or only about enforcing policies when compassion is inconvenient?

Great location and friendly staff

Area in our room still had some trash in it

Location

Price

Hotel staff and management are either incompetent or a bunch of liars. Do not stay at this property if looking for good customer service. Place is terrible. Don’t waste your time or money with this place.

Great valet and hotel staff. Very conveniently located to downtown and World’s Fair Park and greenway area. This is our second stay here and probably our new place when visiting Knoxville.