My complaint:
My wife and drove from Fl. arriving Wed., Sept. 23rd planning to go to Dollywood. My wife had called the Friday before to get tickets and been on hold for 40 minutes, finally leaving her return phone number for a call back. We never heard anything. She also – looked on line and researched the Fall Festival – however this section did NOT reflect the park was closed two days prior to set up. That would have been nice to know! On arrival on the 23rd, I was informed Dollywood would not be open until Friday. Since we had made the trip specifically for this purpose, we were very upset. I went back to the hotel reservation system to see if we had overlooked this information. I thought since a majority of the people staying at the Dollywood Resort were probably here for Dollywood, this important piece of information might be provided. No where was it listed. It was listed on the Dollywood park site. OK so it was our bad. While at the hotel, the front desk clerk said, Oh yes, we have this happen often, a lot since June. The bellman taking our bags to the room said, we have it happen often for months, last week a family of four with two kids had the same thing happen. We have told them about it, but nothing has been done. These are quotes from your hotel employees. The result of the hotel employee handing of the situation reflects on their poor training – at no time did the front desk staff attempt to help resolve or apologize for the lack of follow up by reservations. Dollywood can rest assured we will go out of our way to tell everyone about this bad experience. What would Dolly do?
Suggested solution:
Since this issue has occurred before, they have a problem that needs to be addressed. A simple apology would have been a good starting point.
