The Resort at Governor's Crossing

The location was great! The staff was super friendly!

We got a room with a balcony and the room we ended up with was on the bottom floor and our view was little trees and bushes so we didn't go out on our balcony. But we still loved it!

Great family experience

We have stayed at Governor’s Crossing a few times and we have enjoyed each time! Friendly staff and well kept. Our kids don’t ever want to leave!

Everything

I recently stayed at Resort at Governor's Crossing in Pigeon Forge, TN, and wanted to share my experience for other families traveling with a loved one who has a disability. Before booking, I specifically asked TWO different representatives whether the room would accommodate a Hoyer lift and whether there was open access under the bed. I was assured that it would work for our needs. I also asked if there would be any additional fees upon arrival and was told there would not be. After driving 5 hours to get there, I arrived and was charged an unexpected $33 fee. I was then given 30 minutes to inspect the room and decide whether it would work, with the understanding that I would receive a refund if it didn't. Unfortunately, once I got to the room, I immediately discovered that metal plates surrounded the bottom of the bed, making it impossible to use a Hoyer lift. The bathroom doorways were also too narrow to accommodate a wheelchair. When I asked if the metal plates could be temporarily removed and replaced before checkout, I was told no. I returned to the front desk to explain that I had specifically requested accommodations for disability accessibility during the booking process. While my 30-minute window was counting down, I was left waiting while another issue was handled. When I asked how much time I had left, I was told none, but I could have an additional 5 minutes to find somewhere else to stay. As someone unfamiliar with the area who had just driven 5 hours, finding a fully accessible room in 5 minutes was simply unrealistic. At that point, I felt stuck. I spoke with multiple staff members, and unfortunately, the first two interactions left me feeling as though my concerns were not being taken seriously. One staff member even acknowledged that the room I was assigned was not handicap accessible at all. I asked if another room was available and was told there was not. Adding to the disappointment, the room description mentioned views, but being assigned a first-floor room meant there was really no view to enjoy. I did eventually speak with Jennifer, the Guest Relations Manager, and she was the one bright spot in this experience. She listened, refunded the unexpected $33 charge, and said she would speak with the General Manager about the situation. I genuinely appreciate her professionalism and willingness to help. Traveling with a person who is completely dependent on you is already challenging. Paying nearly $1,500 for accommodations that cannot meet the accessibility needs discussed during booking made the trip far more difficult than it needed to be. The resort itself is attractive, family-friendly, and has a nice water park. For guests who do not require accessibility accommodations, it may be a great option. However, based on my experience, I would not recommend it for families who need true handicap-accessible accommodations, and I will not be staying there again when I return to Pigeon Forge. My hope in sharing this is that management will improve communication about accessibility features and ensure that families with disabilities receive accurate information before booking.