Cumberland House Knoxville, Tapestry Collection by Hilton

Breakfast didn't make up for the poor check-in. The prices were too high for food you had to order at the bar, and our server, Janice, could have smiled. The valet wouldn't help me get an umbrella for walking my dog in the rain, telling me to get one from the front desk. Afterward he wouldn't take the wet umbrella, so I had to carry it across the lobby. Nobody here was truly helpful, and I wouldn't wish this one-night stay on my worst enemy. Zero out of five stars. We checked in at 11 pm with Trey after a six-hour drive. He put us in a room overlooking construction, which woke my husband, me, and our eight-year-old at 5 am. I understand the hotel couldn't control the construction, but Trey didn't mention it or offer another room. He also didn't tell us check-out or breakfast hours, or offer local recommendations. The next day I raised the check-in problem with Patsy. She ignored what I said and didn't make eye contact the whole time I was speaking. The customer service was subpar from start to finish. DO NOT STAY HERE unless you're okay with that.

Aiden was a real gem at Cumberland House Hotel. He welcomed me warmly, with a genuine smile and a professional manner that made me feel at ease right away. He handled my vehicle carefully and efficiently and was quick to help whenever I needed anything. His attention to detail stood out. He seemed to anticipate what I needed, whether that meant giving directions, helping with luggage, or just chatting. If you're staying at Cumberland House, you're in good hands with Aiden. He represents great hospitality, and I highly recommend him.

We came back from lunch Friday 11/28 and found two expensive coats missing from our room. Housekeeping had been there, so we thought they might have been taken by mistake, but the front desk couldn't find them. We needed coats for the football game, and after 24 hours without them we bought two replacements. I asked the hotel to credit what we'd spent, especially given our very expensive four-day, four-room stay. At checkout three days later, the hotel found the coats and said housekeeping had indeed removed them from our room by mistake. Even after admitting full fault, they refused any refund and offered only hotel points worth a fraction of what the replacements cost. Accidents happen, but how they're handled says a lot about an organization. Management's response, and how hard it was to reach them for a resolution, says a lot about this property. We'd stayed here once a month before this, but after such a dismal response, I wouldn't recommend it.

Our room was quiet and comfortable, and we'll definitely stay here again. We had a fantastic time at Cumberland House. When we arrived, valet Gus was attentive and took great care of our vehicle.