Dollywood's HeartSong Lodge & Resort

"My family greatly enjoyed our stay here. It honestly felt like home. Everything from the layout of the hotel, the space, decor, furnishings, stores and food is all so detail oriented, thought out and welcoming. We also ate at the restaurant for dinner and breakfast and the food was fantastic. We came early December, so not long after they opened. Customer service was great. They seemed to genuinely care about our stay and wanted us to let them know if we had any issues. We can’t wait to come back when it gets warmer so we can use the pool! It’s certainly family oriented and has several areas with games and seating. HeartSong is absolutely beautiful."

"Pros: Location, New facility, Beautifully decorated, nicely appointed rooms, pleasant music playing in hallways, trolley (and trolley staff) to Dollywood, early admission, wristbands to cut the line for some rides. Friendly staff. 6 sets of towels for a family of 5 (most hotels/resorts only include 4 despite the number of guests on the reservation) Ember & Elm for dinner was a good experience despite slow service. Cons: Overpriced. We booked the Stay and Play package but despite changing it form 2 guests to 5, the package only included 2, 2 day tickets to Dollywood. I had to spend $400 more for 3 more 2 day tickets - fix the website package please. 1 toilet paper roll for 5 people - Really? Housekeeping was non existent - First day were were out of the room until 8pm, no housekeeping visit(and we did NOT use the do not disturb sign). Second day we were out until 2pm, no housekeeping. We had to ask for new towels and a room cleaning. Songbird market was decent for breakfast and lunch but the terrible pizza took almost 50 mins despite being the only ones waiting for food. And the pizza slice fell apart after taking it out of the box. Pool was "too hot to use" as the heater was broken the night my kids wanted to swim."

"The HeartSong Lodge and Resort is nice overall, but the customer service was not great at times. I know it is a new resort and hopefully they are trying to work out the kinks. When we booked our room we requested a handicap accessible room. The room we received had a tub shower combo in it that was not very handicap accessible. When we questioned the front desk about it, the manager assured us that it was handicap accessible room. Later that same night, we asked the front desk if they had a wine opener, and the same manager stated, “if we do it is in [the concession shop], and you have to pay for it.” Most hotels that we have stayed at will provide an inexpensive wine opener upon request. We had no problem paying for the wine opener, but the insinuation and attitude from the manager was embarrassing and demeaning. When we didn’t see the wine opener in the lobby’s concession shop, we actually left the hotel and went to a Walgreens to find a wine opener. How does a manager not know if they sell wine openers? Note, we did find a wine opener the next day after looking in the concession shop again for something else. The manager could saved us time and money by stating that they did have wine openers, or better yet, she could have showed us where the wine openers were located. That same night my father-in-law almost killed himself trying to step out of the tub shower combo after we were assured we had a handicap accessible room. When we questioned the front desk if they had a zero entry shower room they were accommodating, but we had to change rooms. It would have been nice if they gave us a handicap accessible room to begin with. Overall the resort is nice and the staff is friendly. The valet was amazing and the activity coordinator was great. Hopefully they can workout the kinks and get rid of a front desk manager that has no clue how to run a resort."

"We had a great experience with the room and staff! Beautiful resort in the mountains, you truly get the Tennessee feeling here. Great restaurant on site as well as a cafe for quick pick up items. Our check in host was Melody and she was so welcoming and helped with all of our questions. The restaurant on site was also delicious and highly recommend for a nice dinner! The only thing I could think of is you like to sleep in a cold room the air only went down to 65 for us and didn’t really feel like 65 but other than that everything was great! Water temperature and pressure was awesome. Looking forward to returning!"