We reserved an Executive Suite which would sleep 3 adults (2 queens) and 2 children (pull-out). This was actually much smaller than pictured. It appeared to be a regular queen room with extra furniture jammed in. The pull-out was love-seat sized, but there was another tv – great for kids! We planned to stay from Sunday to Thursday for our trip to Dollywood. About an hour after arrival, the fire alarm went off. We were traveling with two children, one of which is a highly anxious 7-year-old and an 11-year-old who was in the shower. The kids started screaming, crying and running back and forth in a panic. I got them out of the room and down the four flights of stairs. Just as we reached the first floor, the alarm stopped. As we passed the front desk, I noticed several employees standing behind it chatting at asked them about the alarm. They didn't know why it went off, why it stopped or if the fire department would be there to give an all clear. These employees obviously could care less and were not trained for this situation. We finally convincing the kids to go back and to get dressed for dinner and went out. During the night the kids were anxious about the fire alarm going off again and we had to reassure them many times. Thank God it did not! By the time we got to bed, we were exhausted! Unfortunately, no one got a good night's sleep because the beds were in horrible condition. The mattresses were so worn, they were shaped like soup bowls with no support and no ability to stay on the edge away from the "bowl". In the morning, my adult daughter spoke with guest services and asked them to switch out the mattresses and was informed "we don't do that". End of conversation. There was no offer of a change in room or any other acknowledgement that we did not get the room/comfort level we expected and paid for with some form of compensation offered. When I went downstairs a few minutes later to speak with a different person at the desk, all I got was an apology. We checked out immediately and no one cared!!!! We spent most of the morning looking for other accommodations that would allow for 5 people and ended up in an Airbnb for the remainder of our vacation. This was a terrible way to start our vacation!!
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