Clarion Pointe Downtown Gatlinburg

PLEASE READ BEFORE BOOKING I rarely leave reviews, but this experience was unacceptable enough to warrant one. I have traveled extensively, and this was by far the worst hotel stay I have experienced. The room had visible signs of mold, and the bathroom was in an extremely unsanitary condition. There were pubic hairs on the bathroom floor near the toilet and in the shower, as well as an unidentified white substance stuck to the edge of the shower. These conditions made it clear that the room had not been properly cleaned prior to our arrival. We immediately brought this to the attention of the front desk and were told there were no other rooms available. We were given extra towels and informed that a cleaning crew would be sent between 11 a.m. and 12 p.m. Although my wife is pregnant and we should have left right away, we chose to give the hotel an opportunity to correct the situation and left the room during that time to allow for cleaning. When we returned, nothing had been cleaned. The only thing that had changed was that the towels we placed on the floor to avoid stepping on the dirty bathroom surface had been removed. At that point, we checked out after one night and found alternative accommodations. We later learned that friends staying at the same hotel experienced nearly identical issues and were approved a refund for the night they vacated, despite checking out just before us. Even after learning this, our refund for that same night was still denied. At the front desk, we were told to request a refund through Priceline and that the hotel would approve it. Priceline later informed us that the hotel only approved a refund for the following night and refused to refund the night we vacated, claiming we checked out after checkout time. Had the cleaning been handled when requested and completed properly, rather than hours later with no actual cleaning done, we would have checked out before checkout time. I also spoke with a staff member named Olivia by phone, who was rude and condescending. She disconnected the call mid-conversation, ignored repeated callbacks, and only answered when I called using no caller ID. She also refused to provide any method of contacting management, despite us calling on two separate mornings when we were told management would be available. After continuous contact over the past week with both the hotel and Priceline, they still refuse to refund us for that night. This hotel is not inexpensive, and refusing to refund nearly $100 for a room that was unsanitary and effectively unusable is unacceptable. I will not be returning and strongly caution others before booking.

That’s the view from my room. Totally worth it. Great location.

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