K L.
Yelp
As someone who works in the travel industry, I had such high hopes for the Graduate. I love the quirky nature of the brand and the fact that it incorporates the local university scene, plus the mastermind behind the brand went to school at the University of Tennessee. And as a fellow UT grad, I'd been eager to check out the Graduate Knoxville since it opened last summer, so my husband and I planned a trip up to Knoxville just to do so. Sadly, it did not live up to expectations.
Prior to arrival, I called multiple times to ask about the parking situation. It's decidedly vague on the website, only talking about a Park It package option that includes "free valet parking" (which I later found out upon arrival is $25 a night). As an alum who knows that area well and also prefers to use her car to get around, I did not want to be beholden to the valet service. Alas, I could never get a hold of anyone at the hotel to inquire about self-parking. I found out upon arrival that there is no self-parking. I did, however, luck out and get a metered space (8am to 6pm) on Lake Avenue, a block from Cumberland. I doubt I'd get so lucky on a weekend or a time when students are everywhere.
I went in, and there was a lone employee inside. I asked her if she could change out two dollars for quarters so I could pay the meter since the credit card machine was broken and it was still within the pay-window hours. She didn't have any change. How are you a hotel who doesn't have 8 quarters in your register or anywhere else for that matter? I decided to risk it. I continued the check-in process.
She checked me in, but said nothing about the package I booked, which included a $25 credit for the bar and restaurant, Saloon 16. When I asked her about it, she said, "oh yeah, you just charge it to the room and it will come off your bill." So I asked her when the bar and restaurant opened. "Oh, it's closed on Monday and Tuesday because we're so slow," she told me. Excuse me? I had booked, on the Graduate Knoxville website less than a week prior, a Monday check-in with a Tuesday check-out--why did it prompt me to book an F&B package if, in fact, the F&B options were closed? I was annoyed, but whatever, I'd deal with getting a refund later.
Instead, we went out to eat near the Old City at A Dopo (highly recommend!), then came back and went to bed. The Graduate had texted me a survey earlier asking me to rate the hotel and the service (within an hour of arriving? seemed odd, but OK); I waited until that night and wrote back: "5 [out of 10]." They asked what they could do better, and this was my response verbatim:
"I bought an F&B package, and the bar and restaurant is closed," to which they responded almost immediately at 9pm:
"I'm so sorry! I have a fridge downstairs with drinks and some snacks as well if you wanted to use your voucher for that, I can charge it to the room and your credits will cover up to $25." $25 for goldfish and bottled water? Naw, I'm good, bruh.
The rooms themselves were fine; they were cute, if small (less than 300 square feet), but well appointed and kitschy with the Smokey and UT paraphernalia, however you could tell they were making use of an old space that maybe wasn't quite up to snuff. Our bathroom, for example, did not close. The door wouldn't shut, period. My husband and I have been together for 16 years, so whatever, but perhaps not super comfortable for others staying together.
In terms of COVID compliance, they didn't have the seals on the doors we'd seen elsewhere. The only sign of acknowledging the virus was hand sanitizer stations, a mask sign at check in, and the remote control in a plastic bag (odd, yes?). The hotel seemed severely understaffed--I never saw more than two employees, max--and in a pandemic I get it, but that doesn't make up for not answering guest calls or emails, ever.
After I left, I contacted the hotel over email (both the main Graduate Hotels account and the local chapter), as well as social media, asking to refund the difference between my $119 F&B package and the $74 room. At this time, no one has even acknowledged my emails. Once again, I tried calling, but the local line goes to voicemail.
I get it's a pandemic, but geez! Don't operate a hotel if you aren't equipped to run one. Maybe it's best they shut down in the meantime and revisit customer service once things normalize a bit. I can't imagine trying to stay here on a game weekend.
