SureStay Signature Collection Hotels in Pigeon Forge

Sat. June 15, 2024. I have held off this review waiting for a resolution from the manager. There has been no effort on the manager's part to resolve the issue. The details, (upon arrival), 1. no desk staff, sign said call this number to get the attendant, finally got attendant who said he was not authorized to access my loyalty account, sent us to a king bed room, couldn't open the door, attendant came up after I went back down to desk, and also couldn't open the door, said the batteries in the lock needed to be replaced. 2. Sent us to another king bed room. Got door opened. 3. room issues, 50 minutes from arrival, finally got into room, the room had not been cleaned (hair in shower and basin, both hair types from previous guests represented, used soap bar from previous guest in the shower, only 1 glass (plastic) in the room for 2 guests, on a counter outside the bathroom we set down some of our things and found that they stuck to the counter, counter was sticky like fly paper, obviously not cleaned, freezer in the fridge was packed full, completely, with ice as it had never been defrosted, 85 degrees F in room when we arrived, no TV channel guide, remote didn't work. 4. Only 1 of two elevators in the building was working. 5. At this point, I decided that we would not be staying at this site. We took luggage back out to car. Went back in, after about 30-45 minutes in the room, to check out. I have never had this experience at any hotel of any brand. I was instantly verbally assaulted by the manager, who screamed in my face asking several times if I had ever owned a hotel. He proceeded to ask me questions. Each time as I attempted to respond, he again cut me off, screaming in my face. After several minutes of this extreme abuse, he said he was going to charge me for a night's stay. At this point, all I wanted to do was escape from this horrid experience. I have taken up this issue with several contacts with BW head office. Finally I was told to contact my bank's credit card dispute department, which I did. I was told by my bank that resolution could take up to 3 billing cycles. I'm still awaiting a resolution. needless to say, DO NOT STAY AT THIS HOTEL. The manager's, hopefully unique, skill set enables him to completely ruin your vacation in very short order. I am still in disbelief about this episode. I have the receipt from the manager clearly stating that he check in AND check out dates are June 15, 2024.