Name: Hope everyone else had better results
Item: The Hotel Chalet
Rating: 1
Author: Lynn W

13 - 18 of 124 reviews

tybee623

Reviewed 27 July 2024

Pros:
- the pool
- the location
- Cory the bell hop

Cons:
- The manager John (details below)
- The rooms/hotel is so dark we felt like we were in a cave the whole time. I even left stuff behind because I couldn’t see.
- Children didn’t feel welcome here (but dogs did)

John the manager was the biggest complaint of our stay. If he had not said anything to us, it would have been a pleasant experience! He was so passive aggressive and it made me frustrated and uncomfortable and ruined the mood for sure.

We stayed here because we were guaranteed two connecting rooms. When we got here the front desk said they don’t even have those at the hotel… ok?

Then fun manager John came and reprimanded us for requesting those rooms, saying they could never guarantee them, the girl who guaranteed them was “on her way out”, he moved around a bunch of things for us, and don’t ever request that again…. Ok? Maybe teach your staff that you do indeed have connecting rooms but you can’t guarantee them, instead of reprimanding paying customers?

We have a toddler and a baby that can’t sleep in the same room (baby wakes up toddler) so my husband slept with toddler and I slept with baby.

Toddler closed one of the connecting doors trapping us all in one room. We needed front desk help getting into our other room. Fun manager John mansplained that we probably just broke our keys and it was our fault- it was irrelevant to the situation but he just had to say something….

THEN he texted me saying “just a reminder that an adult must be present in every room that’s being occupied”…. OKAY??? Duh! There was no reason to send that text. We don’t let our baby or toddler stay in a room by themselves……. So weird.

At first I thought he had a personal vendetta against us, but then I realized he had zero hospitality skills which is weird because he’s a manager at a hotel. I honestly felt bad for his employees- who he would have private convos with by the elevators so you had to listen.. so awkward.

Date of stay: July 2024

Ask tybee623 about The Hotel Chalet

Thank tybee623

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Hello Daniel,

Thank you for taking the time to share your feedback. We deeply regret to hear that your experience with us was not up to the high standards we strive to uphold.

Firstly, we appreciate your positive comments about our pool, location, and Cory the bell hop. It's always encouraging to hear about the aspects of our hotel that made your stay enjoyable.

However, we are genuinely sorry to learn about the difficulties you encountered regarding the connecting rooms and the interactions with our manager, John. We understand how important it is to accommodate specific needs, especially when traveling with young children. It is never our intention to make any guest feel uncomfortable or reprimanded, and we apologize if our communication fell short.

We take your feedback seriously and will address these concerns with our team. Our goal is always to provide a welcoming and accommodating environment, and we are disappointed that we did not meet your expectations in this instance. Please be assured that we will review our procedures and communication to ensure we provide better service moving forward.

We would like to extend our sincerest apologies for any frustration or discomfort you experienced during your stay. Your feedback is invaluable in helping us improve, and we hope you might consider giving us another opportunity to serve you better in the future.

Thank you once again for your comments.

Warm regards,

Hotel Management

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Barbara D

Fair Oaks, California

Reviewed 27 July 2024

Dog friendly hotel!

This hotel is truly a dog friendly hotel with comfortable beds plus lovely linens for humans and their pets! Staff was very helpful and the location is walking distance to many small local restaurants! We will return as there are activities nearby that looked interesting to explore but we had a plane to catch!

Date of stay: June 2024

Ask Barbara D about The Hotel Chalet

Thank Barbara D

Thank you so much for your kind review! We're thrilled to hear that you and your furry friend enjoyed your stay with us and found our location convenient for exploring local restaurants. We look forward to welcoming you back to experience those nearby activities you missed. Safe travels and see you again soon!

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Brittany L

Reviewed 25 July 2024

Hidden gem

The bed was super comfortable. Such an adorable place with unique decor and details. It's close to so many yummy restaurants and neat breweries. We enjoyed the pool, it was really relaxing and good drinks next door at the caboose. We will definitely return!

Date of stay: July 2024

Ask Brittany L about The Hotel Chalet

Thank Brittany L

Thank you so much for your kind words! We're thrilled to hear you enjoyed the comfortable bed, unique decor, and convenient location. It’s great to know you had a relaxing time by the pool and enjoyed the drinks at the caboose. We can’t wait to welcome you back on your next visit!

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nshugg

Knoxville, Tennessee

284214

Reviewed 25 July 2024 via mobile

Wait for a renovation.

Two different experiences!

Pulling up to Hotel Chalet is like entering an unkempt hotel. They must not have landscapers because almost every bush and plant is dead. It’s ugly.

Entering the lobby was worse. They must be trying to save on electricity because it looks like the Adams family mansion. Dark and gloomy. It doesn’t look as bad when the huge lobby lights are on but I didn’t see this until Day 3.

The hotel hallways are dark and the rooms empty out on patios staring at the next building patio. Just some raw wood fence dividers. It looks like low cost housing.

We were fortunate to book one of the train Pullman cars in back of the hotel. We enjoyed the spacious, long room with modern bathroom. It’s a restored train car, so enjoy it for what it is. The bathroom is modern. There is a long couch that makes it easy to see the television. The room has carpet.

The bed left me with backache.

The housekeeping is atrocious. They don’t speak English so if you need to communicate with them you can translate on her phone. These are young people. Learn some English. Day 1 I had to call housekeeping because the girl was going to clean my room in 20 minutes and when I returned it still wasn’t done. On the last day we vacated our room 31 right in front of her and put the clean sign on the handle. Returned 2 hours later, nothing touched. Do,you not have a Supervisor to check cleaned rooms?

The sheets on the bed are the most insane part. There is a bottom sheet that comes up to your chest. There is a duvet over that and you can’t pull that up over your shoulders either. It was a constant fight so finally I slid further down to the foot of the bed to get covered up. This was the stupidest bed layout I have ever experienced at a hotel. I will say that the sheets felt good.

The pool area is very nice but the chaise lounges are filthy. There are towels.

This hotel is running on fumes. Shortcuts everywhere, understaffed, and little upkeep going on.

A complete renovation is long overdue.

Room tip: I would not go here at this time.

Date of stay: July 2024

Ask nshugg about The Hotel Chalet

1 Thank nshugg

Hi Nancy,

Thank you for taking the time to share your detailed feedback. We genuinely appreciate your comments, as they help us improve our services and facilities.

Firstly, I want to address your concerns about the hotel's appearance and upkeep. We have recently undergone a comprehensive renovation, and we are actively working on enhancing both the exterior and interior aspects of the hotel. I apologize if the transition period affected your experience. We are committed to creating a more welcoming and updated environment, and your feedback about the landscaping and lobby lighting is invaluable as we continue these improvements.

I also want to address the concerns you raised about housekeeping. We are dedicated to providing excellent service and maintaining high standards of cleanliness. I apologize for the issues you encountered, including the communication barriers with our staff. We are currently taking steps to ensure all our team members receive the support and training they need to provide the best possible service.

Regarding the bed and linens, I regret that the setup did not meet your expectations. We will review this with our team to understand how we can better address such concerns in the future.

We also want to address your comments about our staff. We are proud of our diverse team and are committed to providing a respectful and inclusive environment for both our guests and employees. Any form of discrimination or bias is unacceptable, and we are dedicated to fostering an environment of mutual respect. The beauty of living in America, is that we are a melting pot of all kinds of cultures and backgrounds, and that is a beautiful thing.

I’m pleased to hear that you enjoyed the unique experience of the Pullman car and the pool area. However, I’m sorry to hear about the issues with the chaise lounges and other areas. We will make sure to address these concerns promptly.

To make things right, I would appreciate the opportunity to discuss your experience further and offer a resolution. Please reach out to me directly at jmartin@thehotelchalet.com or 423-266-5000, and I will ensure we address your concerns to your satisfaction.

Thank you again for your feedback and for bringing these issues to our attention. We hope to have the opportunity to welcome you back in the future and provide a much-improved experience.

Warm regards,

John Martin
Front Office Manager
The Hotel Chalet

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joe-chicago-23

Chesterfield, Missouri

977318

Reviewed 20 July 2024 via mobile

Unique design

While we did not stay in a repurposed train car, it was great to see these in person. Our regular room was large and had unique train decorations. The room and bathroom were very clean.
We enjoyed walking around the grounds. The neighborhood has plenty of bars, restaurants and family areas just outside the hotel. It is close to I-24 if one is traveling through the city.

Date of stay: July 2024

Ask joe-chicago-23 about The Hotel Chalet

Thank joe-chicago-23

Thank you so much for taking the time to leave us a review. We are so glad that you enjoyed your stay in one of our Sleeper deluxe Train cars. We hope to see you the next time that you are in town.

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