Townsend Visitor Center Tours

Nice location, but had to walk up a lot of hills! No elevator in the building we were in, so we had to carry everything up to the third floor! My wife has arthritis and bad knees, so it wasn’t fun.

The property was great. It felt like a decently modern cabin in the woods. The people working there are absolutely amazing. Super friendly and curteous. The location is quite easy to find, it is quite steep up the hill. Every hotel we stay I try to give a review based on 3 things. 1. Hospitality, 2. Premise and experience 3. Above and betodn beyond I would give it all a 5 star except the going above and and beyond. There was about 2 occasions where I needed little bit of help and both were failed. I needed to borrow a computer mouse for an hour, I had to check in

The property itself was fine. My problem centered more around the staff. I was initially assigned a room through Expedia with certain amenities within the room. When I arrived, the bed size was not as promised and a sofa bed was also advertised as in the room. When I inquired about this I was told that all third parties were made aware of the changes in the room and should have advertised accordingly. I attempted to address this issue the next day and staff did provide another room, but with two double beds rather than one king bed and the amenities that I needed. Although this sounds incredibly petty the issue is I saw inside the room down the hall from me (housekeeping was cleaning the room) and saw the exact room I was originally assigned. I found the staff to be dismissive and quite frankly, didn’t tell the truth and passed blame on to others. For the price I paid to stay (over $1500), I expected better customer service. I’ve already written a recap of my stay with this hotel and did receive a personal response from HR. It was explained that the issue would be addressed internally. Finally I will say that I have used this hotel in other locations and it has been a perfectly fine stay. Perhaps further training in house with staff may need to be considered. As I think about it, I was walking out of the hotel one morning and another guest was upset and trying to explain to another employee their issue. I do wonder why so many of these issues took place within days apart.