TownePlace Suites by Marriott Knoxville Cedar Bluff

Our first stay at the start of a road trip went well, and we liked the room and service enough to plan another visit on the way home four days later. That second stay was a disaster. I booked a two-bedroom suite a week ahead for myself and my three toddlers, ages 4, 2, and 2, and disclosed their ages. I checked in online that morning without any issues. When I arrived at 5:30 p.m. after hours in the car with three tired, hungry toddlers needing food and diaper changes, I learned the hotel had given our room to someone else. They offered two separate, unconnected rooms for the same price. I explained I couldn’t legally leave toddlers in a room alone, so they offered a one-bedroom room at the two-bedroom price, with a $20 discount. One-bedroom rooms cost less, so that made no sense. It took around an hour to find a workable solution, which involved dragging my kids and bags through the parking lot to another hotel, where we got a lower-quality two-bedroom room at exactly the original price. I’m a lifetime Titanium Elite member and have spent over 1,000 nights at Marriott hotels in 20 years. I’ve never experienced anything this shocking. Management at this location seems mainly to blame, and overbooking apparently happens often.

Booking online the same day was quick and easy, and the front desk gentleman was especially welcoming. It was a pleasant surprise to learn he was from our hometown. The elevator smelled fresh and lemony, and our room was spotless and thoughtfully set up. They’d folded the towels into an elephant and even finished the paper towels and toilet paper with bows. We haven’t had the complimentary breakfast yet, but we’re looking forward to trying it tomorrow.

The room was clean and comfortable, almost like a little apartment. It had a fridge, stovetop, microwave, dishwasher, and a full four-piece bathroom. The bed was especially comfortable, and I slept really well. The hosts at both check-in and checkout were polite, kind, and helpful. There’s some cosmetic wear from age and use, and the small, tight main entrance may be due to the older building. We left too early to try breakfast. It’s easy to reach from I-40, and I’d stay again. This was one of the nicer places we’ve stayed, so I can’t really fault it. Thanks to management.

The billing at this location left me with serious concerns. The amount charged to my card didn’t match the folio, and when I called, I couldn’t get a clear or consistent explanation. I had to keep pressing just to find out what amount they saw on their end. They said $59, while my card had been charged $10, and the folio showed no charges at all. Later, the manager couldn’t keep his explanation straight either, though he eventually said they would reverse the charge. If I hadn’t checked my card activity myself, I wouldn’t have known about the discrepancy. The lack of transparency felt improper. The lobby was dark and uninviting, and the front desk staff member was overly familiar, almost flirtatious.