Cumberland House Knoxville, Tapestry Collection by Hilton

Great location for attending the UT game! Staff were superb and the room was excellent!

Nothing, it was great!

Loved the front desk crew. It was very clean and convenient for all the things we were traveling for. We stayed in the king suite with balcony what a beautiful view of the knoxville.

I would say we would love a option to park somewhere and not valet but valet was great and wasn't a deal breaker.

The property was very clean and well maintained the room had its own AC so I was able to actually feel the air condition instead of sweating at night while trying to sleep like most hotels

There wasn’t anything I didn’t like. I would definitely go back to this hotel the staff was excellent as well very welcoming

The bed was not comfortable. There was also only one working elevator for the whole building.

As UT parents, we’ve stayed numerous times and the past two visits have been incredibly disappointing. The hotel itself is in a perfect location to explore Knoxville and visit UT. The furnishings are fine, beds are comfortable and the hotel is clean. The front desk staff is always lovely. Those are the highlights. Unfortunately, during our last visit, we were inconvenienced by construction next door so we were thoughtful about room choice on this visit. However, there were other inconveniences. The shower had no body wash, which was not remedied despite a request after the first night. The charging ports next to the bed did not function and parking is a complete nightmare. That has been a consistent issue for several years. The valet never actually parked our car, but we paid $45 per night for valet parking. On our last morning, the hotel had no hot water, which delayed our departure while it was resolved. I was hoping to relax in the lobby bar at least once during our visit, but it closed at 11 pm despite the fact that there were several people gathered in the space. It would have been nice for the hours to be extended on a weekend. While the staff members are lovely without exception, there are so many service issues that I feel compelled to explore other options on our return visit to Knoxville in a few weeks.

The parking has changed to valet only, even though the parking may be 5 feet from where you are. $45 outrageous, no free breakfast, no free internet, broken shower and shower gel dispenser. Construction noise untol after 10 pm and starting again at dawn. Give this one a miss.

We stay here every year for Knoxville Fanboy Expo, and it's always great! Friendly staff, clean rooms, good food and a coffee pot that they keep filled. We always enjoy our stay here. This year we were a little disappointed because they have stopped doing their nightly toast for the 8:55 train in 1855. That was a great tradition and new owners stopped it

This is one of the absolute best hotels I have ever stayed at, hands down. Everyone that I met from valet, front desk, the restaurant/bar, engineering, and housekeeping was absolutely phenomenal. These guys truly care about what they can do to help everyone they come across and excel in the hospitality industry, it’s not an easy industry to work in, trust me— I know haha. The location of the hotel itself is right in the middle between the University Of Tennessee and Downtown Knoxville, it’s about a 10-15 minute walk to market square and gay street area, and roughly 10 minutes from the student union and about 15 minutes to Neyland Stadium, one of the closest hotels you can get to it. Some of my other favorite things about the hotel include the food from the restaurant (see below), the view from the balcony (also below) the water pressure for the showers and sinks, the overall theme of the hotel, and the very calm, business like setting. It’s very refreshing compared to some other places I’ve stayed. This hotel is truly something special, and the people make it just all that much better. Thank you to everyone who makes it what it is, whenever I visit Knoxville and need a place to stay, this is exactly where I would love for it to be. Absolutely amazing!!!

The location was phenomenal.

The only complaint I have is that we had 3 guests and there were only 2 coffee pods in the room.

Right size. Modern.

The Staff exceeds expectations. Friendly, warm , informative . My experience was elevated because of the staff. I have to say that Mr Jack England the front desk manager is a wonderful human being and The best manager I’ve had the privilege to meet. Hilton is lucky to have Mr England. Thank you so much. I love Hilton hotels.

My wife doesn't like hotels in general, but she liked Cumberland House. It's one of the very few places we've stayed in the last decade where she felt like the hotel staff was glad she was there. They have a culture of helpful friendliness, from management, desk staff, restaurant staff, down to the valet parking attendants. The location is only an eight minute walk from the Knoxville Convention Center, the site of our event. At this hotel, they aim to help the traveler however they can.

Great location for walking to Neyland stadium. Splurged for suite and it was amazing luxury.

My father has a terminal illness, which forced us to cancel our travel plans. You would think a hotel brand that constantly markets “hospitality” and “customer care” could show the smallest amount of empathy in a situation like this. Apparently not. We first contacted Hilton customer service and were told we had to work directly with the hotel. The hotel then informed us that only a manager could approve the cancellation. Sounds simple enough except the manager apparently operates in some mythical dimension where phones don’t exist and voicemails go to die. For WEEKS we called. Left messages. Called again. Left more messages. Not one return call. Conveniently, this dragged on until well past the cancellation deadline. Funny how that works. Only days before our trip were we suddenly told to contact the Diamond Members desk. The representative there was actually kind, professional, and seemed genuinely concerned which only made the hotel’s behavior stand out even more. She said she still had to get approval from the hotel manager. Oddly enough, the manager who couldn’t return OUR calls somehow became instantly available for HER call… just to deny the request. And then came the truly unbelievable part: the manager actually asked, “If you knew he was ill, why did you book it?” That may be one of the most tone-deaf, insensitive comments I’ve ever heard from someone in customer service. Terminal illnesses don’t exactly come with convenient scheduling updates. If we had known my father would deteriorate to this condition, obviously we would not have booked the trip. I even attempted to escalate the issue to the regional director. Shockingly, that also resulted in zero communication. Apparently ignoring customers is not an accident here it’s part of the culture. I’ve worked in customer-facing organizations for 33 years. If employees under my leadership treated people this way especially families dealing with a terminal illness they wouldn’t last long, and neither would the business. This experience raised a serious question for me: does this hotel actually care about guests at all, or only about enforcing policies when compassion is inconvenient?

Location

Price

Great location and friendly staff

Area in our room still had some trash in it

Great valet and hotel staff. Very conveniently located to downtown and World’s Fair Park and greenway area. This is our second stay here and probably our new place when visiting Knoxville.

Hotel staff and management are either incompetent or a bunch of liars. Do not stay at this property if looking for good customer service. Place is terrible. Don’t waste your time or money with this place.

Location

Construction outside of my bedroom window that started at 6:45am. Had gotten in on a late flight and was woken by hammering rebar into concrete. Front desk offered their apology and said they would offer points in apology but never got anything.

Loud noise at 6:45 am

I love the sewing/textile theme. Very nicely decorated. Good location.

Cute and quaint

Difficult to get in and out of

Great location and cool interior design.

There was major construction going on outside our window and the hotel never mentioned it. We were woken up at 7am every morning. It would have been nice if the hotel had told us in advance.

Rooms were late being ready due to pilots

Not close to the festival

The room we booked was absolutely gorgeous with a balcony that overlooked the Sunsphere and downtown. The hotel’s location was within walking distance to museums, restaurants and parks which eliminated the worry about finding a parking space somewhere. The staff were really friendly and very helpful when it came to directions or recommendations about places to eat. And best of all, the hotel was super-quiet for a downtown location. We loved it!

Great stay! Beautiful hotel and convenient to UTK. Aiden provided great service as our valet during our stay as well!

Very clean hotel. Fast and reliable service.

The staff

The bar was not open during the day

The rooms are very nice. Clean, modern, and comfortable, with great bedding. The only issue on the room itself is poor soundproofing, which bothered some of my family. If that were the only problem, this would have been a great stay. Parking is a different story. It is outsourced to a third party and requires scanning a QR code to pay separately. There is no upfront pricing. The hotel staff says it is $35 per night, but it actually ends up closer to $50 with taxes and fees. That lack of transparency feels intentional and needs to be fixed. The biggest issue was how the stay ended. I am a Diamond member and had a late checkout. Because of bad weather, we tried to stay in the room until checkout time. During that time, a strong chemical smell started coming into the room. We developed headaches and felt nauseous. When we stepped into the hallway, multiple nearby rooms had doors propped open and people were actively working with supplies. We packed up and left immediately. At the front desk, I was told they were resealing tile. I explained that the fumes were overwhelming and that this should not be happening with guests still in nearby rooms. Instead of acknowledging the issue, the response focused on whether the work started after “normal” checkout time. That completely ignores the fact that guests with approved late checkouts were still in their rooms. There was no apology and no concern for guest safety or comfort. The staff came across as stiff and dismissive rather than helpful. This was a preventable mistake, and the way it was handled made it significantly worse.

Nice hotel but we booked a room with two queen beds and got a room with a king bed and a small, uncomfortable pull out couch. The hotel was sold out, so there were no other options. For our inconvenience, we were allowed to grab a free snack from the lobby store. Unacceptable. On the bright side, the staff was friendly, including the attentive car valets.

Decent location, fairly quiet, staff was friendly.

Paid $5 for drip coffee at the coffee bar and it was extremely weak. Got there before my room was ready; was told I'd get a call when it was, but I never did. Elevators extremely slow. Felt the price was way too high for the experience.

Stayed here with my daughter. We were touring the UT Knox campus. Staff friendly. Valet friendly. Walkable to UT Knox as we walked to the designated area to begin the tour. We also walked to a neighboring area to dine. Very nice and safe. Room was clean and amenities were great.

Seemed a little expensive but the rooms and breakfasts were well worth the money.

Location was good

Understaffed. Waited 2 hours for 2 burger and wings.

The proximity to Neyland stadium was the big selling point.

I don't understand why hotels have started using sliding doors for the bathroom, and on top of that the door used privacy glass. I guess it wasn't clear glass but more privacy would be nice. Also getting charged $35 per day for valet parking only to have the hotel completely pack their parking lot on game day was BS. I paid for valet parking which should mean I could retrieve my vehicle at any time. Guess they had to make a few extra bucks since the room was already nearly double their normal rate.

Spacious room.

Construction out of the window in the am waking us up.

Beautiful hotel with friendly and helpful staff! We were right in the center of town and our stay was extremely comfortable! Will return!!!

What a charming a friendly place ! Definitely will be back to stay there

Excellent hotel, quiet, and very close to downtown! Gus was a fantastic valet!!! We appreciate it very much! Happy New Year!

Aiden was an amazing valet! Rooms were very nice and hotel was very convenient to Tennessee campus and Worlds Fair Park.

Very nice people and valet service. The rooms were very clean and the people were super helpful. Would stay here again. Highly recommend

The rooms are really nice!! We booked a room with a balcony for New Year’s. We have an excellent view of the Sunsphere and the park!

The staff was very friendly

The valet parking

After an 8 hour drive it was nice to be greeted by someone as helpful our Valet, Aiden. He has great attitude and was very kind when I needed to make a couple extra trips to my vehicle after he parked it.

The valley parking was good

The door to our room was broken, the ac made a very bad smell. Coffee machine at the room didn’t work and that made me to buy coffee at the bar that cost 8$.

Aidan the valet was great with parking my truck in a safe place, I would always like to have a self park option but I know space is a issue at some places. The lobby was a grate vibe. Excellent water pressure in the shower. The bartender was nice and friendly.

Aiden was great and very quick to get my vehicle! He took great care of my wife and I while we stayed. The whole staff was very professional and will definitely be coming back!

Great overnight stay as we passed through Knoxville. Clean hotel. Great water pressure. Constitution next door starter at 6 am on a Saturday. Gus was helpful

Great hotel! Gus and the valet team was excellent! Very attentive staff! Clean rooms. Bar and lobby looked cute! We would book again!

Simple un fussy hotel near campus. Could use some more amenities but the staff were all lovely especially Gus the valet. Thank you for a lovely stay

Great stay and great service. Super clean, friendly staff and great hotel. Gus had our car out in less than a minute so we could get our stuff packed and get out quickly.

Business takes me to Knoxville monthly, and I feel I've found my home away from home at the Cumberland House. The location--particularly for anyone visiting the University--is outstanding, and the hospitality is even better. This hotel has the rare blend of a size small enough to make the guest experience feel like that of a boutique hotel, but the brand affiliation with Hilton allows for access to amenities, quality, and service expected from a larger hotel brand. The hotel is clean and well-kept with very comfortable rooms. And though the hotel does not offer in-room dining (the one real drawback, in my opinion), the lobby bar and restaurant exceeds expectations with farm-to-table-style Southern specialties and delicious cocktails. Special thanks to Mickey at the front desk for her warmth and kindness, and for facilitating a late checkout during a particularly hectic morning of meetings. She always makes me feel right at home!

We arrived on Christmas evening, we were immediately greeted by Michael in Valet. He was extremely courteous and helped us with several requests. The only staff working was him and Ebony Burton at the Front Desk. I hoped they were paid well having to work on Christmas. Both were so kind and very professional! Thank you for the nice experience here!

Rooms

N/A

Atmosphere and accommodations were clean and comfortable. The desk staff were great with customer service and Aiden who helped us with valet was tremendous. Thanks again!

Everything was wonderful parking to front desk to room clean all the service was great Great for kids beautiful lobby . Very welcoming

Downtown, Knoxville is the perfect location for this Hilton hotel, it is a new beautiful hotel.. the valet was quick and efficient..Gus was very helpful

Had another great stay at Cumberland House! Gus, the valet, was so cordial and helpful. Patsy checked us in, and we received a phone call from her to make sure everything met our expectations. We had a great experience at breakfast this morning thanks to Shayla. We stay here, because the service/ atmosphere is top notch!

Great work by Gus. He was very quick and attentive. I will come back here next time that I am in Knoxville. I had a great time.

Check in was nice. Great hotel. Gus was the greatest valet of all time. Really quiet and good for if you have to work and travel.

Hotel and service were great. Aiden was very helpful to us. Great place for a family to stay. First time in Knoxville but probably will be coming to stay yearly now.

Really friendly staff! We were so tired from driving all day but the gentlemen at the front desk was so kind and Aiden the valet was so lovely and helpful out of the gate!

Had a wonderful check-in experience at the front desk with Talman and a friendly and easy valet check-in with Aiden. How well the staff cares for its customers and the beautiful accommodations makes me look forward to staying at this hotel each time.

I absolutely love this hotel. Beautiful and comfortable. Very high level of customer service by Talman (so sorry if I spelled the name wrong). Valet was quick and easy, and Aiden was super friendly and helpful.

I was pleasantly surprised by this hotel. It was very nice and clean and the decor made it feel fancy. I want to thank Aiden for greeting me at valet. He was so nice and friendly. He immediately ran to get me a luggage cart and helped me with my belongings and explained the valet process. Thanks Aiden for making checking in so much easier. Will definitely stay here every time I come to town!

Aidn is always provides great valet service at the Cumberland House in Knoxville, Tennessee. Just another reason I enjoy staying at this hotel.

Aiden was great help. He was very friendly when I got to the hotel and offered to help with bags. I expect that he is taking care of my vehicle very well.

The Cumberland House is one of my favorite places to stay. I found it a couple years ago. When they added the valet car service it took the stay to another level. The hotel and amenities are beautiful and Gus in Valet is always kind and very prompt with bringing my car.

Location, atmosphere and overall cleanliness of property.

Nothing

Close to campus and arena. Very nice and clean

We returned from lunch Friday 11/28 to find 2 expensive coats missing from our hotel room. Housekeeping had been there, so we assumed they were removed in error, but after checking with the front desk they were nowhere to be found. We needed coats to attend the college football game, so after 24 hours missing, we purchased 2 new coats. I requested a credit for the amount we spent (against a very expensive 4 day/4 room hotel stay). 3 days later, upon checkout, the hotel found the coats and stated that housekeeping had indeed removed them from our room in error. Despite admitting they were 100% at fault, they refused any type of refund and offered only hotel points for a fraction of what was spent to replace the coats. Accidents do happen, but it’s how you manage them that speaks volumes about an organization. Assistant management's response (and the fact that the actual hotel manager refused to take or return our call at all) speaks volumes about this property. Prior to this incident we had stayed at this hotel once per month. After this dismal response to a I would not recommend staying there.

The property was so close to Neyland Stadium, which is why we chose to stay at that location!! It was very clean. Front desk receptionist was kind and check in was quick and easy.

The price for one day stay was astronomical due to The University of Tennessee home game that weekend. Although most hotel locations were priced high, this was the most reasonable and closest available to Neyland Stadium.

Location, food was great! Extremely clean major plus!

Pillows. Went flat after a few minutes

This hotel was top notch! This hotel was decorated so beautifully with a tapestry them, complete with a wall of actual antique sewing machines. Everything was in pristine condition! Housekeeping always refreshed our rooms daily. They slipped in when we stepped out.

I didn’t like that I had to valet park at $35/day. However the attendant was always available & pleasant.

This hotel has the best valet service! We stay here for every football game and Aiden greets us with a smile and superior service! He is quick to anticipate needs and happy to help.

Aiden provided great customer service! Valet is always quick and professional. Always enjoy the Cumberland! The rooms are clean and the service is great! Only suggestion is upgrading the beds. They are becoming worn and slightly uncomfortable.

Our visit at the Cumberland House was absolutely wonderful! From the moment we pulled in, Mychael in valet greeted us with a warm, genuine smile. He was incredibly polite, upbeat, and immediately made us feel welcome. He even offered a few great recommendations that helped make our visit even better. Mychael’s positive energy and professionalism set the tone for our entire experience. Cumberland House is lucky to have him.

Aiden was great at check in! Very polite and friendly. This hotel always feels inviting, is clean and decorated on point!

DO NOT STAY HERE unless you’re okay w/ subpar customer service! Checked-in at 11pm w/ Trey after a 6 hr. drive just to be placed in a room w/ a construction view that woke my husband, myself & our 8 yr. old at 5am!!! I understand they had no control over that matter but Trey failed to mention that very important detail, or bothered to offer us a different room. Not only that, we had no idea what time check-out was, breakfast times nor did he bother to offer any local recommendations. I voiced my concern with Patsy the next day about our check-in experience and she completely ignored what I said and did not make eye contact the entire time I was speaking to her. I thought breakfast could make up for the horrible experience since check-in but even that was subpar. Prices are too high for a meal that you had to order from the bar and it wouldn’t hurt for Janice, the server, to smile while taking your order. Valet refused to help me get an umbrella to walk my dog in the rain (he basically said go get it yourself from the front desk) and when I was done w/ it, he wouldn’t take the umbrella but wanted me to walk across the lobby——w/ a soaking wet umbrella! Nobody was truly helpful in this establishment and I wouldn’t wish this one night experience even on my worse enemy!

The rooms were nice and spacious, and ours even had a lovely balcony overlooking the World's Fair park. Close to UT, as well. Very clean and inviting. Has bar on premises, and snacks for purchase. However, there is no self-parking option or space. You either valet for $35/night, additional or you park on the street, and the roads are not level or smooth. Finding a spot on the street is challenging, especially on event weekends. Make sure you add that valet cost to the price of the hotel. The app for valet is convenient for calling the vehicle and tipping (although there's a $1 charge for using a card to tip).

Aiden was awesome, he was personable and always quick to get us in and out in the valet! Thanks for helping make the stay great! The hotel location was great. We were here for the Battle in Rocky Top football tournament and the staff was accommodating to our large group coming and going.

A huge thank you to Dylan Hill the nicest valet. He went above and beyond with such kindness . After a long journey in we arrive later in the evening and left items in my car after he parked the car. He was so gracious, not once but twice going to my car for me and grabbing. Each time he told me it was a pleasure to care for me. He needs to he promoted to checking people in as the gentleman at the desk with the mustache was not friendly at all. This property is located in such a beautiful area. Walking distance to all the beauty of Knoxville. Make sure to take a morning walk by the ruver. .

Aidan is a delight and the entire valet team here is fantastic. Timely, kind, and professional. They even warm up my car on cold mornings!

Everything

Nothing

Michael in Valet is a class act-superstar! Nikki at Front desk is lovely greeter and Harlan at the bar rang the bell right on time ! He could be a little more chipper or chatty but maybe he was having a bad day. This hotel is under new mgmt and seems the menu has improved. Still our favorite spot to stay on our drive North for the holidays. Great location Rooms super clean. Valet Michael is the perfect greeter to welcome us “home” for the night….😍