I've been a loyal visitor to Dollywood since the earlier 90's and have never missed a season…read more However, over the years I believe they have slowly lost the "mom and pop" feel that Dollywood is known for.
Last year we were excited to get our passes for 2026! With the excitement of the new ride, we couldn't miss it! Funny thing is, here we are in October and we still haven't ridden it...
We visited once in November (2025), and then didn't even use the passes again until August. For us it's a 6 hour drive.
Monday, August 24th I called the park to find out some information as we would be visiting on that Friday. I explained to the customer service representative that we had not visited for 2026, partially due to Nightflight being delayed. She apologized and was nice, then we talked about how we had 2 Diamond Passes and 1 Silver, but 1 Diamond hadn't even been activated yet.
As we know, August 25th was not a good day, as we all lost Miss Dolly, however before the news broke I had called and asked about indeed lowering our Diamond passes to Gold, especially since one had not been used at all for this year.
The young lady on the phone reassured us that it wasn't necessary to do that over the phone, but we could do it in person. After Dolly passed we weren't sure if we should go, but ultimately decided it was the best place to be to celebrate the life of Dolly.
When we arrived on Friday we went to the window to inquire about the downgrades, to which we were told they don't do that, and if they do, it's only over the phone. Thankfully, I had time stamps of when the call(s) happened and after 30 minutes, decided they honored the request.
Also, at the window we were told that the special entitlements would still be intact (free mug, bring a friend passe, etc), even though we had downgraded to Gold (2) & Silver (1).
Next week we were coming to Dollywood... we were excited to bring friends who had never been to Dollywood and have been having some tough times. My app says we still have entitlements, so that would be a perfect way to use Bring a Friend Tickets. My plan was to renew our 3 passes and then purchases 6 others for 2027.
Today I called because I wanted to make sure they weren't lying about the whole thing. Sure enough, they said we had no entitlements.
As I type this, our entitlements are still populated. According to my screenshots, we do get entitlements.
Needless to say, we are no longer making the trip to Dollywood. Passes or not, it's principle now.
We have folks in our family who have worked at Disney and give me a hard time about Dollywood. For years I've came to the defense of Dollywood, but I'm over it. It's not "mom & pop" anymore, it's all profit. I know Disney is as well, but I expect it. I expect better at Dollywood.
You can look at our passes and see we never went to Splash Country, we didn't get our mug, we never rode Nightflight, and we only visited twice since November of last year, one being 2025.
I work in customer service and the quickest way to lose a loyal customer is to lie about what you're offering them. If the passes weren't still available, Dollywood should have removed those. Literally, in my app even now it shows they are active and ready to use. Dollywood should honor that.
Y'all are losing 9 pass holders for 2027. If you can live with that, we can live without it.
Dollywood is such a beautiful, peaceful place. It will always be special to me, but I don't think y'all handled this correctly. The customer service agent even realized that she could still see it populated in the app. Admitting the mishap, but not fixing it.
We'll give our money to The Mouse. Below is a photo proving they are lying about pass holder entitlements. This is why you're getting 1 star.