Business ProfileforWilderness at the Smokies

My grandson, has autism and requires special dietary accommodations. Unfortunately, during our stay, he was denied access to the common areas of the hotel. This was distressing for him and deeply concerning for our entire family. My family was told we would have to eat back in the room - or - at least just my grandson would because his dietary foods required for his disability could not be brought into the common area because of the$ sale of food in those areas. All while my family was purchasing (4) other meals from this food court area. I understand that managing a hotel involves various challenges, but denying access to common areas based on disability is not only discriminatory but also a violation of his rights under the Americans with Disabilities Act (ADA). Additionally, refusing to accommodate his special dietary needs is unacceptable. To pay $964.29 to be discriminated against is disheartening and being told to eat in your room and not be able to access the common area like all those without a disability is basically unheard of these days.... My daughter has been in tears today because my grandson has never been denied access to any area of a resort we have stayed at in the past due to his special dietary needs. Our entire family has been hurt and broken hearted over this - as you can imagine we love our children and regardless of disabilities no person should be treated in this way. We picked this resort believing that it would be a family oriented facility that would be "fun" for our family - and it has been everything but fun and to waste our hard earned vacation resources to only be treated this way has for sure left a very sour taste in the use of Wilderness at The Smokies resort moving forward.

Ms. **** was contacted by our resort management team. We have apologized to Ms. **** and her family for the miscommunication they received while here at the resort. At this time, we are reviewing policies and procedures with our staff to reiterate proper training for all guest requests and needs. Ms. **** was assured by our management team that we will address the issues appropriately and was satisfied after our conversation.