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A Memorable Hotel Experience
A Memorable Hotel Experience
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The person checking us in was not friendly . Later, when we asked for an ice bucket, he was resentful. The shower had instant hot water. Trash in the hallway was overflowing. Most of all, the room had a musty small, mostly due to the carpet. It was designated as a handicapped one, (we didn't ask for such) so we didn't understand why carpet would be in a handicapped room. Breakfast was dismal. Yogurt was outdated. All of the tables were uneven. Paint was peeling. The restroom was out of order. We do not think that it is worthy of the Best Western brand.
I'm sorry to hear about your recent experience with us. It's important that our guests feel welcome, and I regret that this wasn't the case at check-in. Your concerns about the room conditions and hallway cleanliness are being addressed immediately. We're reviewing our cleaning protocols and room amenities, especially in handicap-accessible rooms, to better meet our standards. It's disappointing to learn about your breakfast experience. Our team is committed to ensuring product freshness and maintaining our facilities properly. We are taking steps to improve our breakfast offerings and the upkeep of the dining area. Thank you for your feedback; it plays a crucial role in our efforts to improve. I sincerely hope you'll reconsider and give us another chance to provide a better experience. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Hotel grounds are absolutely filthy. Breakfast was poor with powdered eggs served. Coffee very weak, pool green. Ugliest hotel I've ever seen. Staff not friendly.
Thank you for sharing your feedback with us. We genuinely appreciate your input as it assists us in enhancing our services and facilities. Our team continuously strives to offer a positive experience for all guests. Your observations are valuable to us in this ongoing process, and we are grateful for your comments as they help us focus on both immediate improvements and long-term changes. It's important to us that each guest has a pleasant stay, and your detailed feedback will contribute to our efforts to ensure a better experience for everyone. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
I originally booked 1 night and called to stay two more nights (now I refundable, so, we stayed 3 nights in room 605). On our way to the hotel, I got a call asking if we planned to use the fold out sofa bed as a bed because they had a room but the sofa no longer could fold out. I said we didn't need it as a bed but still needed as a sofa. So very disappointed from the moment we pulled in. Room smelled very musty, had to keep the balcony door open for hour and bought some fabreeze. The aforementioned sofa was too broken down to sit on without using 5 of the mediocre bed pillows to cushion it. The sink was extremely slow draining and didn't go through the trap, you your spit from brushing your teeth of hand washing or whatever the prior guests put down would come back up with just a very little new water. Pretty gross, my husband reported it but is was not corrected. Found a little trash the vacuum didn't get along the edge of the sofa. The pillows were flat and hard with a few flat and squishy. The beds were ok. The pool was gross , green and just neglected. Now the good stuff, fridge and toilet were good and the shower was great.
Thank you for sharing your feedback with us. We regret that your recent stay did not meet your expectations. We aim to provide our guests with a comfortable and pleasant experience, and your input is valuable as it guides our efforts for improvement. It's important to us that every guest feels welcomed and accommodated, and we apologize for any inconvenience you experienced. We appreciate your mention of the positive aspects of your stay, like the fridge, toilet, and shower, and we are committed to enhancing the overall experience for all our guests. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Location is great and the rooms are fairly clean. Also the sound of the creek from the balcony is peaceful. The sink and carpet could use a deep clean. It is not close to all the busy downtown traffic, but close enough to walk. Sadly, the staff upon check-in was not friendly. We previously stayed here before and loved it. This stay we seemed like a bother to them.
Thank you for sharing your experience with us. We appreciate your feedback and are glad to hear you enjoyed certain aspects of your stay. We take guest feedback seriously, as it guides us in enhancing the overall experience for future visitors. It is our hope to address any concerns and provide a welcoming atmosphere for all guests. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
The location was wonderful however, the staff was not the best. They were not very helpful and the premises were dirty. The trash had not been dumped on our floor since we've been here. Our room has not been cleaned. I had to ask for towels. Elevator had been dirty since we've been here. The only place that seemed to be very clean was the cafeteria Hilton did a wonderful job and keeping it clean. The rest was notgood at all we have been coming here for a couple of years now and the place is just declining. There's trash outside the building. It's not very inviting anymore. I also noticed that there is no smoke detectors in our room. hopefully management can turn it around. It's such a beautiful area. It's a shame to see it. Go downhill so fast.
Dear Trail32059133061, Thank you for sharing your thoughts with us. We are grateful to have you as a returning guest and appreciate your feedback, which is crucial in helping us improve our offerings. It is always our goal to provide our guests with a pleasant and comfortable stay, and hearing from you helps us identify areas where we can enhance our services. Your input is invaluable and acts as a guiding light for us as we work towards refining our guest experience. We hope your future visits reflect the improvements we strive to implement, and we sincerely appreciate your understanding and patience. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Being a Best Western Diamond Select, I have stayed in probably 50 to 60 different Best Western hotels. This Sure Stay plus by Best Western is the second worst BW hotel I have ever stayed in (#1 is in Oklahoma). I planned on staying in Pigeon Forge, but when I saw I could get a suite here for 6 nights for $150 less, I thought it was a great deal. Well I got a very large suite with a very large bathroom and a very large shower. It also had a balcony overlooking a river. They also have an iron and board. That is as far as the good news about this hotel goes. First of all the check-in gentleman seemed to be put out by us arriving. He acted like we were bothering him by wanting to check in to our rooms. Our suite came with a desk table and a separate table and 4 chairs. That table wobbles like a tilt-a-whirl. You wouldn't dare put anything on it, because it would tilt and slide off. We have always left a daily tip for housekeeping, because they work hard, and the tip generally gets us a little extra attention by the housekeeper. Well that didn't work here. No matter what, they did no more then empty our waste baskets and give us clean towels. They didn't even make our bed. They didn't wipe down the shower either. They let it drip dry (as we could find water in our shower when we came back). We even left notes on things: such as the black mold in the shower, but those things never got touched. We never got vacuumed. A piece of paper on the floor laid there for 3 days. Our room had carpet and regular floors, and you could see that the floor was dirty and probably not mopped or swept in weeks. Some days we didn't even get a clean bag for our ice bucket. Needless to say they didn't earn their tip, and we stopped leaving it. The breakfast was sub par for a Best Western. Sausage & scrambled eggs one day, bacon & scrambled eggs the next day. They had the other basics: muffins, bagels, bananas and tiny yogurts. The one bright side of the breakfast is the breakfast attendant. He was terrific, and always on top of the food situation keeping everything fresh and full. My sister-in-law and husband also had a suite on a different floor. Their first night they encountered leaves on their couch and their lock to their balcony was broken and wouldn't lock. They too, encountered the same housekeeping issues that we did. When I look at the cleaning situation and the basic breakfast, I believe it's the ownership that's causing the problems. They are squeezing every cent they can out of this hotel. I really believe this place is understaffed. This hotel is not up to Best Western standards, and I would not recommend this hotel to anyone. I believe if this was my first experience with a Best Western affiliated hotel, I would never try Best Western ever again.
Dear 766donalds, Thank you for taking the time to share your detailed feedback with us. We truly regret to hear about your experience at our hotel, especially as a Best Western Diamond Select member who has stayed with us many times. Guest satisfaction is of the utmost importance to us, and your comments are invaluable in helping us identify any areas requiring improvement. We strive to provide exceptional stays, and it's clear we fell short in your case. Please be assured that your insights will be shared with the appropriate teams to help us enhance our services and facilities. We are dedicated to improving our guests' experiences and appreciate your input as we move forward. Your patronage is important to us, and we hope to serve you better in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
This was an awesome experience! I wish that we had more time set aside! We will be coming back! The veiws! The beauty! What an awesome time!
Dear Mobile63914242305, Thank you for sharing your wonderful experience at SureStay Plus By Best Western Gatlinburg! We are thrilled to hear that the stunning views and natural beauty made your stay memorable, and we're delighted you enjoyed your time with us so much that you're already planning a return visit. It's always our goal to provide our guests with an unforgettable experience, and feedback like yours lets us know we're on the right track. We appreciate your high ratings and are constantly working to enhance every aspect of our service to meet and exceed expectations. We look forward to welcoming you back for another extraordinary stay. Safe travels until then! Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
The lady at check-in was very rude; later that evening, we requested a fork, and she was watching television in the lobby and refused to get up and provide us with a fork. Positive note we did see 2 bears at our hotel and our room was really clean
Dear Valued Guest, Thank you for taking the time to leave a review of your recent stay at SureStay Plus By Best Western Gatlinburg. We are pleased to hear that you enjoyed the cleanliness of your room and the wildlife surrounding the property. We appreciate your feedback and will use it to improve our guest experience in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
The room itself was a good value for what we paid. Balcony over the river was nice. Had to ask for washcloths but was able to get them. The lady at the front desk when we checked in was not friendly. When checking out there were two employees talking openly, one in the lobby area and the other behind the desk ,discussing charging people deposits because they dont clean up the rooms and the staff gets paid per room not hour.
Dear Valued Guest, Thank you for taking the time to leave a review of your recent stay at SureStay Plus By Best Western Gatlinburg. We appreciate your feedback and are glad to hear that you found the room to be a good value and enjoyed the balcony overlooking the river. We apologize for any inconvenience you experienced during check-in and check-out. Your comments have been noted and will be addressed with the team to ensure a better experience for future guests. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Great location, good sized rooms,comfortable beds and nice breakfast. Buffet attendant kept everything well stocked. Plenty of close by parking.
Dear Valued Guest, Thank you for taking the time to leave a positive review of your recent stay at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed the convenient location, spacious rooms, comfortable beds, and delicious breakfast. It is always our goal to provide excellent service and amenities to all of our guests. We appreciate your feedback and hope to welcome you back again in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Great location, but the price for a weekend was outrageous especially because it is so outdated. We had a nice time, though, due to the location in town (easily walkable to many places and located very close to the entrance of Smoky Mountains National park). Also, we enjoyed our balcony overlooking the river ( there is another hotel across the creek so don't expect privacy/all nature). The breakfast area staff member was the best- he was super friendly and pleasant greeting us every morning with enthusiasm and making sure we had the best breakfast experience possible! He kept the fresh breakfast rolling out and kept the area clean . If you go, please leave him a tip -he deserves it!
Dear Valued Guest, Thank you for taking the time to share your feedback. We are pleased to hear that you enjoyed our convenient location and the beautiful views from your balcony. We appreciate your kind words regarding our breakfast staff member and the service provided during your stay. We hope to welcome you back for another enjoyable visit in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
This location was perfect for our family light number 10 very close to trailhead. Phenomenal views of the river and wildlife that it has to offer. No coffee pots or tea in room Carpet is the dirtiest I've ever experienced. ( Black on bottom of feet:(
Dear Valued Guest, Thank you for taking the time to share your feedback with us. We are glad to hear that you enjoyed the convenient location and beautiful views during your stay. We appreciate your comments regarding the cleanliness of the room, and we will take your feedback into consideration as we work to improve our guest experience. Thank you for choosing SureStay Plus By Best Western Gatlinburg. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
The room was spotless and very good considering the price. We'll sure stay there again. You had a nice river view in the back with a small porch and chairs. The refrigerator was quite large for a hotel unit. Mattresses were in fine shape. The only issue at all was that the tub barely drained. Big thumbs up for this place! Room 205
Dear Valued Guest, Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you found the room to be spotless and enjoyed the river view from your small porch. We appreciate your feedback and hope to welcome you back for another great stay in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Room was surprisingly large and the location was perfect. I loved the balcony but it did have a partially obstructed view. Just a short walk to downtown or less than a mile to the bypass if you needed to drive to the days destination. Plenty of room for 6 even if the pullout could be tight. The only problem I seen with that many was the bathroom. It was quite small with only room for one person at a time. There was another mirror that could be used to get ready for the day or night. A small dining area was nice to have along with the refrigerator and microwave. I wish it had had in room coffee but I made it. The breakfast room near the lobby was packed every morning and the food wasn't even worth the trouble. I would recommend the pancake pantry for breakfast and Jason Aldean's for lunch or dinner, both on the Gatlinburg strip. Also don't miss The Island in Pigeon Forge, well worth a visit. We also drove over to Cherokee, NC to the casino. The trip through the park was beautiful with plenty of places to stop and get a picture or two. At the casino the gaming was very nice but if you go the Gordon Ramsey Street Kitchen is an experience. It is made up of small individual kitchens serving everything from tacos and burgers to pizza and sushi. Overall a great trip and a welcome opportunity to just unwind for a while.
Dear Valued Guest, Thank you for taking the time to review your recent stay at SureStay Plus By Best Western Gatlinburg. We are pleased to hear that you enjoyed the spacious room and convenient location. We appreciate your feedback on the breakfast room and will use it to improve our services for future guests. We are glad you were able to explore the surrounding area and unwind during your visit. We hope to welcome you back for another relaxing stay in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Everything was clean and comfortable. Rooms seem updated and nice sized rooms as well.Nice selection with breakfast.
Dear Valued Guest, Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you found our rooms clean, comfortable, and updated, with a nice selection for breakfast. We value your feedback and hope to welcome you back for another enjoyable stay in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Easy check in, friendly staff. Clean rooms and loved the balcony over looking the river and easy access to downtown where all the action is a lot within walking distance
Dear Valued Guest, Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you enjoyed your stay and found our location convenient for exploring downtown Gatlinburg. Our team takes pride in providing excellent service and a clean, comfortable environment for our guests. We hope to welcome you back for another great stay in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Great location and good value. Convenient to the strip, but quite. Easy walk to most everything. Room was nice enough. Would stay again.
Dear Valued Guest, Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We appreciate your positive feedback regarding our location, value, and convenience. We are glad to hear that you enjoyed your stay with us and would consider staying again in the future. We look forward to welcoming you back soon. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Great location ! Very comfy! Great price balcony was on a creek very nice!right in the middle of everything!walkable to everything!
Dear Valued Guest, Thank you for taking the time to leave a positive review of our hotel! We are pleased to hear that you enjoyed our convenient location, comfortable accommodations, and value for the price. It's great to know that you were able to take advantage of our proximity to local attractions and that you found the balcony overlooking the creek enjoyable. We hope to welcome you back again in the future for another pleasant stay. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Great view of the river and the room was huge (king suite). Room was nice. We had reserved an early check-in online but when we got there 2 hours early, were told a room wasn't available until 3pm. The reservation system needs to be adjusted to let people know well ahead IF a room is not available for early checkin. Or as a minimum a text or phone call, or notification via the App should be made.
Dear Valued Guest, Thank you for taking the time to share your feedback with us. We are pleased to hear that you enjoyed the great view of the river and the spacious king suite during your stay. We apologize for any inconvenience you experienced regarding your early check-in request. Your comments are important to us and will be shared with our team for further review. We hope to welcome you back again in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Awesome place to stay near the river. Balcony sitting is a must. The breakfast and staff are amazing. I love this place. Walking distance to all attractions and there's a trail nearby to walk up the river.
Dear Valued Guest, Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you enjoyed your stay and that our location by the river, balcony seating, delicious breakfast, and exceptional staff all made your visit memorable. We appreciate your kind words and hope to welcome you back again soon for another wonderful stay. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Room was spacious. Couldn't use the balcony as the room next to us shared it and their room was directly infront of it. Room had a mildew smell but wasn't over bearing.
Dear Valued Guest, Thank you for taking the time to leave a review of your recent stay at SureStay Plus By Best Western Gatlinburg. We are glad to hear that you found your room spacious. Your feedback is valuable to us and we will use it to improve the overall guest experience. We hope to welcome you back in the future for a more enjoyable stay. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Not the worst hotel but needs updated. Pool was dirty and in need of repairs. Ice machine was not working. The hotel was clean but seriously needs Modernized.
Dear Valued Guest, Thank you for taking the time to share your feedback with us. We appreciate your input and will take it into consideration as we continue to make improvements to our property. We strive to provide a comfortable and enjoyable experience for all of our guests, and we hope to have the opportunity to welcome you back in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Another great stay. We have stayed here several times. The wife loves to sit out on the balcony and listen to the roaring water. The room was clean, floors clean and bathroom looked like new. Pretty good breakfast but I wish they had put out some bread for toast.
Dear Valued Guest, Thank you for being a loyal guest of SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed another great stay with us. Your feedback is valuable to us and we appreciate you taking the time to share your experience. We look forward to welcoming you back on your next visit to the area. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
The room was spacious, beds were comfortable. The outside balcony was nice and the pool was great. The breakfast was great.
Dear Valued Guest, Thank you for taking the time to leave us a 5-star review! We are thrilled to hear that you enjoyed your stay with us and found our room spacious, beds comfortable, and breakfast great. It is our goal to provide a comfortable and enjoyable experience for all of our guests, and we are glad to hear that we met your expectations. We hope to welcome you back again in the future! Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Need bigger pillows. They need more continental breakfast options like fruit and stuff for people who don't eat a lot of bread products
Dear Valued Guest, Thank you for taking the time to leave a review of your recent stay at SureStay Plus By Best Western Gatlinburg. We appreciate your feedback and will take your suggestions into consideration as we strive to improve our guest experience. We hope to welcome you back in the future for another enjoyable stay. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Overall good with price, but for the breakfast you have to go early to get all the item. Service, staff and room cleanliness was nice as well.
Room and lobby area was always clean. Breakfast area was always stocked, clean, and well attended to. Staff was pleasant. Elevator was broken for a brief time, but repaired quickly. Location was fantastic....... Walking distance to everything, and getting in and out in vehicle was quick and easy. Patio overlooking a beautiful stream/river was an added perk, spent most evenings on the patio listening to the water, and admiring the view (with the exception of the hotel on the other side of the river), not your fault..... I would definitely recommend this location if you want to stay in the Gatlinburg area....And i will reserve at this hotel again should I return to Gatlinburg.....
Dear Valued Guest, Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed our clean rooms, well-stocked breakfast area, pleasant staff, and convenient location. We are thrilled that you took advantage of our beautiful patio overlooking the stream/river. It would be our pleasure to welcome you back on your next visit to Gatlinburg. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Great hotel located at the end of the Main Street, and one block in. Clean hotel with a hot breakfast and friendly staff. Hotel has a pool as well that is always nice to sit around and cool off. This hotel is a quick walk to restaurants and entertainment.
Dear Valued Guest, Thank you for taking the time to leave us a review! We are delighted to hear that you enjoyed your stay at our hotel and found our location convenient for exploring Gatlinburg. Our team works hard to provide a clean and comfortable experience for our guests, and we are glad to hear that you found our breakfast options satisfactory. We hope to welcome you back again in the future for another enjoyable stay. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Where to start...hmmm. Don't know how this place gets good reviews. When we checked in, the front desk gave us keys to someone else's room that was already occupied. Yeah.... When we got the next room, it smelled like pee (or new carpeting); my husband says pee. Thankfully we were only staying one night. Room was clean, tv worked, and there was a balcony. They provided us two conditioners in the shower (instead of a shampoo and conditioner) and the shower door wouldn't stay closed (shoddy construction), but not my problem if water goes everywhere. They also seem to have a loitering problem with the local drunks/meth heads (that was "fun" getting approached in the parking lot in the afternoon). We didn't stay for the free breakfast in the morning and were glad our car didn't get broken into.
The staff were all so very friendly. The room was clean and we enjoyed sitting on our balcony and listening to the running water. Our only complaint was the floor was extremely dirty. We had to wear shoes the whole time we were in our room. My husband said he did not see a mop on any cleaning cart. They really need to mop those floors
Dear Valued Guest, Thank you for taking the time to provide feedback on your recent stay. We are thrilled to hear that you found our staff to be friendly and enjoyed the cleanliness of your room. We appreciate your comments and will share them with our team for further review. We hope to welcome you back for another great stay in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
The room was very roomy and the room was clean, with nice size balcony overlooking the water. The hotel was very quiet and the staff friendly and helpful. The breakfast was only fair at best. Needs more and better food items as not very many food options to choose from. The coffee was good. Plenty of comfortable seating in the breakfast area. The king size mattress in the room we stayed in really needs to be replaced.
Dear Valued Guest, Thank you for sharing your feedback about your recent stay at SureStay Plus By Best Western Gatlinburg. We are pleased to hear that you enjoyed the spacious room, balcony view, and friendly staff. We will take your comments about the breakfast options and the comfort of the mattress into consideration as we continue to strive for improvement. We hope to welcome you back in the future for an even better experience. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
The hotel was nice, it was in a good location, the staff were friendly and helpful. They served a good breakfast each morning. I am giving it 4 out of 5 stars because I was hiking and slipped and fell in mud. When I got back to the hotel I wanted to wash my muddy clothes. The hotel didn't have a washer& dryer for guest to use.
Dear Valued Guest, Thank you for taking the time to leave a review of your recent stay with us at SureStay Plus By Best Western Gatlinburg. We are glad to hear that you enjoyed our hotel's amenities and the friendly service provided by our staff. We appreciate your feedback and will use it to continue improving the guest experience. We hope to welcome you back in the future for another enjoyable stay. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Great! Saw a bear down in the creek! Thanks to the gentleman at night audit that got some milk for my baby at midnight! Breakfast was good and clean. We just stopped in the for night on a road trip but I would love to go back and take my whole family!
Dear Valued Guest, Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed your stay and that our staff was able to assist with your needs. It sounds like you had a memorable visit, and we hope to welcome you and your family back for another stay in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
So comfy, bed and pillows were the best sleep ever. Not the cleanest or most modern hotel but great for just sleeping after too much moonshine lol. Parking was easy. Nothing to far away. Gatlinburg trolleys every 45 minutes but when that 45 minutes is, no one knows. Staff friendly, breakfast ok. Coffee was good
Dear Valued Guest, Thank you for taking the time to share your feedback with us. We are glad to hear that you found our beds and pillows comfortable and had a good night's sleep. We appreciate your comments about our friendly staff and convenient parking. We hope to welcome you back again in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Comfy beds, large room, great breakfast, close enough to walk to the attractions but far enough for quiet time and relaxation, on are first night of 2 got to see black bears which was awesome. Plenty of parking, Staff is super firendly and would recommend.
Dear Valued Guest, Thank you for taking the time to leave a review of your recent stay at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you enjoyed our comfortable beds, spacious rooms, delicious breakfast, and convenient location. It's great to hear that you were able to see some black bears during your stay - what an amazing experience! We appreciate your kind words about our friendly staff and thank you for recommending us. We hope to welcome you back again soon for another great stay. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Great hotel! at the time we went I thought it was a great value, although prices changing Gatlinburg depending on the time of year. Only negatives was the room had a very foul odor, probably due to the older soiled looking carpet and the pillows were pretty flat. The room , bedding and bathroom was very clean. the staff was very nice and the location is great. I would stay hear again
Dear Valued Guest, Thank you for taking the time to share your feedback with us. We are pleased to hear that you found our hotel to be a great value and that you enjoyed our clean rooms, friendly staff, and convenient location. We appreciate your comments and hope to welcome you back for another stay in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
Comfortable, affordable hotel with beautiful balcony view of river. Relaxing with nearby hiking trails. Wonderful stay ... outstanding staff. My wife and I enjoyed the convenience of the hiking trails and the helpful hotel staff. Recommended.
Everything was good with the room except the pull out couch/bed … it was broken which was fine because we had an air mattress with us just in case … when we were packing up the room to leave front desk clerk came to our room at 11:03 and complained we weren't checked out yet … as we're clearing the air out of our air mattress that we shouldn't have to had used … just annoying … everything else was fine
Dear Valued Guest, Thank you for taking the time to leave your feedback. We apologize for any inconvenience you experienced during your stay. We appreciate your comments and will use them to improve our services for future guests. We hope to have the opportunity to welcome you back for a better experience in the future. Sincerely, Guest Services SureStay Plus By Best Western Gatlinburg
The suite was nice and the view of the water was beautiful. I enjoyed sitting on the balcony and feeling the wind. The bed mattress was very uncomfortable and the pillows were very flat. Overall everything else was nice. I loved being around everything, it's literally a walk away from the hotel.
Thank you for sharing your feedback with us. We're delighted to hear that you enjoyed the suite and the beautiful view from your balcony. We appreciate your comments about the mattress and pillows, and we will certainly take this into consideration as we continue to improve our guest experience. We're glad you found the location convenient and that you were able to enjoy everything around the hotel. We hope to welcome you back again soon for another pleasant stay.
The beds are very comfortable but it looks like the hotel is starting to look like it may need a little TLC. Ice machine was broken, the coffee grounds were left in the coffee maker and there was a razor left behind in the shower. Personal was friendly upon check in
Thank you for taking the time to provide your feedback on your recent stay with us. We are glad to hear that you found our beds comfortable and that our staff provided friendly service upon your arrival. We apologize for the issues you experienced with the ice machine, coffee maker, and cleanliness of the room. Your comments are valuable to us as we strive to continually improve our guest experience. We hope to have the opportunity to welcome you back in the future.
Nice clean affordable place. Breakfast was just OK. Close to everything and walkable. Pool was closed and we wanted to use it. Would stay again. People at front desk could have been nicer. Ice machine was broken on my floor . Elevator was always busy. Nice view of river. Pillows were flat. Needed more blankets
Thank you for taking the time to share your feedback with us. We are glad to hear that you found our hotel to be clean, affordable, and well-located. We apologize for any inconvenience you experienced with the pool closure and the ice machine on your floor. Your comments regarding the front desk staff and the pillows have been duly noted, and we will address these issues with our team. We appreciate your loyalty and hope to welcome you back again in the future.
Nice location and great views of area from our deck. If staying here, try not to get a room by the elevator. It is extrememly busy and very loud in the rooms adjacent to it. Breakfast was great and staff was very friendly. Parking is tight and on an incline. Be advised if you have rolling carts or suitcases.
Thank you for staying at SureStay Plus By Best Western Gatlinburg and for taking the time to leave a review. We are pleased to hear that you enjoyed our convenient location and stunning views from the deck, as well as our friendly staff and delicious breakfast. We apologize for the inconvenience you experienced with the noise from the elevator and the tight parking situation. We appreciate your feedback and will take it into consideration for future improvements. We hope to welcome you back again in the future.
Best place ever and we travel a lot. Spacious rooms with comfortable beds and a Balcony overlooking river. Good location with a short walk you are on the strip. Great Staff, very friendly and helpful. Most amazing breakfast. Will be staying again.
Thank you so much for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you found our rooms spacious, comfortable, and with a great view of the river from the balcony. It's fantastic to know that our location was convenient for you and that our staff provided friendly and helpful service. We are thrilled that you enjoyed our breakfast offerings and we look forward to welcoming you back on your future travels.
Our stay in Gatlinburg Tn was very comfortable, the staff was very friendly especially Hilton from Jamaica, he was so interactive and joyful with us and the other guests we interacted with during our stay, he went over and beyond to make sure we were satisfied ( I got bacon served to me for breakfast on a sausage day lol) and his fun laughs kidding with the children, we always felt very welcomed, we were close to walk to the restaurants and activities, we would gladly stay here again
Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you found our staff, especially Hilton, to be friendly and accommodating during your stay. It's wonderful to hear that you enjoyed the convenient location and felt welcomed throughout your visit. We would be delighted to welcome you back for another comfortable stay in Gatlinburg!
Great view from rooms. Nice balcony. Very clean rooms. Good breakfast. Staff is very accommodating and friendly. We stay here quite often. It's very quiet and convenient to downtown. The trolley stops very close and you can ride free to anywhere in Gatlinburg.
Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg! We are thrilled to hear that you enjoyed the great views from your room, the cleanliness, the delicious breakfast, and the accommodating staff. It's fantastic to know that you are a frequent guest and that you find our location convenient and quiet. We look forward to welcoming you back again soon for another enjoyable stay.
Great room! Great views! Awesome staff and the breakfast was good. The staff went over and beyond to accommodate us. Everyone was very friendly. The hotel is just steps away from where you can catch the trolley. Rooms were very clean. We stay in this hotel quite often and have never been disappointed.
Thank you for taking the time to share your feedback with us! We are thrilled to hear that you enjoyed your stay at SureStay Plus By Best Western Gatlinburg. Our team takes great pride in providing exceptional service and ensuring a comfortable experience for our guests. It's wonderful to hear that you found the room to be great, the views to be beautiful, and the staff to be accommodating and friendly. We appreciate your loyalty and we look forward to welcoming you back again soon!
Overall hotel was a good experience, room was clean and the breakfast was good. King Suite was plenty of room and balcony in the river was a nice added touch. Bathroom was big and plenty of room to park, easy access to Pigeon Forge. Alot was in walking distance
Thank you for sharing your experience at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you enjoyed your stay in our clean and spacious King Suite with a balcony overlooking the river. We are delighted that you found our breakfast to be satisfying and our location convenient for exploring Pigeon Forge. We are grateful for your feedback and look forward to welcoming you back again in the future.
This hotel is in a good location, next to the creek just off the main drag in Gatlinburg. It's clean and comfortable and everything in the room worked as it should. The breakfast was a typical free hotel breakfast. The parking, some of which was covered, was convenient and free. We encountered no problems here.
Thank you for taking the time to leave a review of your recent stay at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed our convenient location next to the creek and found our hotel to be clean and comfortable. It is wonderful to know that everything in your room worked as expected and that you found our breakfast to be satisfactory. We are glad that you found our parking convenient and that your overall experience with us was hassle-free. We hope to have the opportunity to welcome you back in the future for another great stay.
Breakfast bar has a few gluten free items (oatmeal and cheerios), so that was good news for me though no dairy free milk or coffee creamer. Rooms clean, staff friendly and professional. Beds comfortable. Location was great off the strip but close to the Park and restaurants.
Thank you for taking the time to leave such a wonderful review of your stay at SureStay Plus By Best Western Gatlinburg! We are thrilled to hear that you enjoyed our clean rooms, friendly staff, comfortable beds, and convenient location. We appreciate your feedback regarding the gluten-free options at breakfast and will certainly take your suggestions into consideration for future improvements. We hope to welcome you back again soon for another fantastic stay!
The room was comfortable and very clean ..room was handicap friendly and was warm the staff was very friendly and helpful.. my only complaint was that the breakfast was the same each day. I would recommend this hotel if traveling to Gatlinburg
Thank you for taking the time to share your feedback with us. We are delighted to hear that you found our room comfortable, clean, and handicap-friendly, and that our staff provided friendly and helpful service during your stay. We appreciate your feedback regarding the breakfast and will make sure to take this into consideration to improve our offerings in the future. We are grateful for your recommendation and hope to welcome you back to SureStay Plus By Best Western Gatlinburg in the future.
Nice place. Very clean and all the rooms have very nice updates and comfy beds. Outside could use some updates. We live only an hour and a half away so we are over often and we always stay here. Breakfast is really good most of the time. We have only had one stay that it was lacking. Very happy. Will return.
Thank you for being a loyal guest and for taking the time to share your feedback! We're delighted to hear that you found our rooms to be clean, updated, and comfortable for your stays. We appreciate your comments about the outside of the property and will take them into consideration for future improvements. It's great to hear that you enjoy our breakfast most of the time and that you are consistently happy with your stays. We look forward to welcoming you back on your future visits to Gatlinburg!
The hotel was great.. Very easy check in and staff was wonderful. I loved having the balcony on the creek that made my stay there. I did have one problem and that was the pillows , they were thin and both me and the hubby woke up with headaches due to pillows but we went and go some more and that night slept like a baby.. I would definitely go back there and recommend it just bring pillows lol.
Thank you for taking the time to share your feedback. We are delighted to hear that you enjoyed your stay at SureStay Plus By Best Western Gatlinburg. We are glad that you found our staff to be wonderful and that you appreciated the creek-side balcony in your room. We apologize for the inconvenience with the pillows, but we are happy to hear that you were able to find a solution and enjoy a restful night's sleep. We appreciate your recommendation and look forward to welcoming you back in the future.
The room is big and clean. Breakfast is free and it's budget friendly. We stayed there for three days and i do not have anything negative to say aside from they don't have a bath tub or maybe just in the room that we booked. Anyway not a big deal for us. I highly recommend this hotel.
Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed our spacious and clean rooms, as well as our complimentary breakfast offerings. We appreciate your recommendation and hope to welcome you back for another enjoyable stay in the future.
SureStay Plus Hotel by Best Western Gatlinburg: Comfort in a Scenic Setting SureStay Plus Hotel offers a great blend of comfort and convenience, located just minutes from the Great Smoky Mountains National Park and Gatlinburg's downtown attractions. The spacious, clean rooms come equipped with modern amenities, and many feature balconies with beautiful mountain or river views. The staff is friendly and accommodating, consistently praised for excellent service. Guests enjoy a complimentary breakfast, free parking, and seasonal use of the outdoor pool. Overall, this hotel provides excellent value for travelers seeking a cozy, affordable stay in a beautiful location. Ideal for families, couples, and solo adventurers.
Thank you for taking the time to share your wonderful experience at SureStay Plus By Best Western Gatlinburg! We are thrilled to hear that you enjoyed our comfortable rooms, convenient location, and friendly staff. It is great to know that our amenities such as the complimentary breakfast and seasonal outdoor pool added value to your stay. We are always delighted to provide a cozy and affordable option for travelers looking to explore the beautiful area of Gatlinburg and the Great Smoky Mountains National Park. We hope to welcome you back for another enjoyable stay in the future!
Desk clerk was indifferent to my questions and it was difficult to understand their foreign accent. Our room was awful. Water damage on the walls and the floor in the bathroom was damaged. The internet password kept having to be reloaded. Breakfast was sparse. For $129 per night, the only options were scrambled eggs, boiled eggs and bacon. The juice machine was broken. I have stayed in many Best Western hotels but this one was the worst.
Thank you for taking the time to share your experience with us. We're disappointed to hear that your stay did not meet your expectations. Please accept our sincere apologies for the issues you encountered with the room, staff, and breakfast options. We will address your concerns with our team to ensure that necessary improvements are made. Your feedback is valuable to us, and we hope to have the opportunity to better serve you in the future. Thank you for choosing SureStay Plus By Best Western Gatlinburg.
Walking distance to the main shops although not right in the heart of it all. Pros and cons to this but definitely is nice to have some quiet in the evening! The building itself was a bit outdated but the rooms were nicely renovated. Room was clean and staff were friendly! Would stay again!
Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are happy to hear that you enjoyed the convenient location within walking distance to the main shops and appreciated the quiet evenings. We are glad to know that you found our renovated rooms clean and our staff friendly. We hope to welcome you back for another great stay in the future!
Room looked nice upon first glance. As we settled in we noticed multiple roaches, kept killing them and more would pop up. As the stay went on, it started to rain heavily. We heard a noise coming from the window to discover a leak. The water coming in soaked the floor and everything together ruined the stay
We are sorry to hear about the issues you experienced during your stay at SureStay Plus By Best Western Gatlinburg. Providing a comfortable and pleasant stay for our guests is our top priority, and we apologize for falling short of your expectations. Your feedback is valuable to us, and we will address these concerns with our team to prevent similar issues in the future. Thank you for bringing this to our attention.
Everything was fantastic, and the room was clean and upkeep very quickly and professionally. The only issue I had was that the sink and shower were clogged. Besides that, I enjoyed my stay, and everything else about the room was fantastic and cozy.
Thank you for taking the time to share your experience with us. We are delighted to hear that you found our room clean and well-maintained during your stay. Your feedback regarding the clogged sink and shower has been noted, and we apologize for any inconvenience this may have caused. We appreciate your kind words and are thrilled that you enjoyed the cozy atmosphere of our hotel. We look forward to welcoming you back in the future for another fantastic stay at SureStay Plus By Best Western Gatlinburg.
Staff is always helpful, rooms are clean and the location is perfect for unwinding..we are always greated with a friendly Hello when we enter the building, staff is very helpful and offers assistance when needed.. Being a block of the strip and next to the entrance to the national park. It's a perfect spot
Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you found our staff to be helpful and accommodating, our rooms clean, and our location convenient for unwinding and exploring the area. We strive to provide all of our guests with a friendly and welcoming atmosphere, and we are glad that we were able to do so for you. We look forward to welcoming you back again in the future for another enjoyable stay.
Please stay any where else! This hotel is horrible! We booked last min. For a rest spot till we could get check in to our cabin the next day. We thought it be cute with the little river running through. This was so beyond disappointing, not that we expected a lot but where to start?! The room smelled horrible, we ended up sick from the smell (pretty sure mold)the room look half ass cleaned. The bedding was covered in stains, the sink didn't look like it was ever cleaned. We made it work because it was 3 am. If it was earlier we would have left and went somewhere/anywhere else.
We apologize for the unsatisfactory experience you had during your stay at our hotel. We take guest feedback seriously and will address the cleanliness issues you mentioned with our housekeeping team to ensure they do not happen again in the future. Your comfort and satisfaction are important to us, and we apologize for falling short of your expectations. Thank you for bringing these concerns to our attention.
The location was excellent! Close to GSMNP entrance and we saw bears every night! Room was clean and beds were comfy. The only negative comment I have about our stay is that even though breakfast had a variety of options from cereal to eggs and meat, it was not very tasty. We would definitely stay here again!
Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed our convenient location and comfortable accommodations. It is wonderful to hear that you were able to see bears during your stay! We appreciate your feedback regarding the breakfast and will make sure to pass it along to our team for improvement. We look forward to welcoming you back in the future.
We enjoyed our stay. It's an older hotel with a few updates. The breakfast doesn't offer a lot of options , but it's enough to start your day with, also has a very clean eating area. It meet our needs for our visit to the area. Bonus was sitting on the balcony every night having coffee watching for creek bears. They didn't disappoint, every night we saw multiple bears walking along the creek. The staff was nice. Great location, close to town, you could walk there easily from the hotel, but you didn't hear the traffic that was on the main road. Several eateries within walking distance. Easy exit and entering the hotel parking lot without fighting traffic. We would stay here again.
Thank you for choosing to stay with us at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed your stay and found our hotel to be conveniently located for your visit to the area. We are happy to hear that you were able to enjoy your breakfast in our clean eating area and had the bonus of seeing bears along the creek from your balcony every night. We appreciate your kind words about our staff and our location. We look forward to welcoming you back in the future. Thank you for your feedback!
Staff was great. Clean quiet rooms. Spacious . Delicious breakfast every morning . I would return to this property for our next stat. You get to see bears each day. Very well located to the park and to downtown Gatlinburg. Don't have to pay for parking . Really nice. Close to some very good restaurants as well.
Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you found our staff to be great, the rooms clean and quiet, and the breakfast delicious. It's wonderful to know that you enjoyed the convenient location close to the park and downtown Gatlinburg, as well as the opportunity to see bears. We appreciate your feedback and look forward to welcoming you back on your next stay.
The staff was very helpful and friendly. Hot, fresh and delicious breakfast every morning. My only complaint was a perpetual musty smell in the room and too high shower heads. We slept great in our room. The crickets chirping and babbling waters of the river below made for peaceful sleeping.
Thank you for choosing to stay at SureStay Plus By Best Western Gatlinburg and taking the time to share your feedback. We are pleased to hear that you found our staff helpful and enjoyed our breakfast offerings. We apologize for the musty smell in your room and the inconvenience of the high shower heads, we will pass this along to our housekeeping and maintenance teams for improvement. We are glad to hear that you were able to get a good night's sleep and enjoyed the peaceful surroundings of our location. We hope to welcome you back for another stay in the future. Thank you for your review.
The room and the facilities amenities were awesome. Very clean rooms and a great location by the creek. The TV made me happy during my down time. HBO and crisp resolution on the TV are simple luxuries that made it feel like home. The pool was nice and the chances of seeing a bear were high!
Thank you for taking the time to share your amazing experience at SureStay Plus By Best Western Gatlinburg! We are thrilled to hear that you enjoyed our clean rooms, great amenities, and convenient location by the creek. We are delighted that you found the TV and pool to be enjoyable additions to your stay. We hope you had a fantastic time exploring the area and were able to catch a glimpse of the local wildlife. Thank you for choosing to stay with us, and we look forward to welcoming you back in the future.
This is a very nice hotel. All balconies overlook the water. The rooms are very clean and well stocked. It has a great breakfast. The pool was well kept. We go here often and love it. The hotel is not too big, which we like. Staff is friendly. The Gatlinburg trolley comes right be the hotel, it is free, and one can ride it anywhere in Gatlinburg. This is our "go to" hotel when we have a couple of days to get away.
Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you enjoyed the clean rooms, great breakfast, well-kept pool, and friendly staff during your stay. It's wonderful to know that our hotel has become your go-to destination for a quick getaway, and we appreciate your loyalty. We look forward to welcoming you back again soon for another enjoyable stay overlooking the water.
My room was clean; it had a microwave, fridge and 2 queen beds. I enjoyed sitting on the balcony at night, which had enough room for 2 chairs and overlooked a small river. The pool was nice sized and breakfast was offered, which I did not partake in. Location was off of the main street, so it was quiet, and not far from a trolley stop. Not fancy but I will definitely stay there again.
Thank you for your positive review of SureStay Plus By Best Western Gatlinburg! We are pleased to hear that you found your room clean and well-equipped with amenities like a microwave, fridge, and comfortable beds. It's great to know that you enjoyed relaxing on the balcony overlooking the river and taking advantage of the nice-sized pool. We appreciate your feedback on the convenient location and are glad you had a quiet stay not far from a trolley stop. We look forward to welcoming you back for another stay in the future!
Reasonably priced and adequate in all ways. Good location by the river. Water-pressure not great but good enough to get clean. Good-sized room was clean and everything in the room worked. The beds were comfortable. The balcony on the river was fairly large with better than average chairs.
Thank you for taking the time to share your feedback with us. We are delighted to hear that you found our hotel to be reasonably priced and adequate in all aspects. We appreciate your comments regarding our good location by the river, clean and comfortable rooms, and spacious balcony with quality chairs. We will certainly take note of your feedback regarding the water pressure to see how we can improve in that area. We hope to welcome you back for another pleasant stay in the future.
Great location in a great town. Staff are top notch and rooms are clean. Even the bears came out to visit. The location is very quiet and the stream beside the hotel is calming and enjoyable. We will return. Gatlinburg is now a repeat destination for us.
Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed our great location, top-notch staff, clean rooms, and the serene surroundings of the stream. It's always a pleasure to hear that our guests had a memorable stay with us. We look forward to welcoming you back for another relaxing stay in the beautiful town of Gatlinburg.
Room was clean, staff were friendly, and convenient location! The seventh floor was quiet with a beautiful view!! Towels were soft and smelled fresh, fantastic water pressure and the water would get boiling hot if that's the type of shower you desire. My fiancé and I will definitely be back!!
Thank you for taking the time to share your feedback with us! We are thrilled to hear that you enjoyed your stay at SureStay Plus By Best Western Gatlinburg. It is wonderful to hear that you found our rooms clean, our staff friendly, and our location convenient. We are delighted that you had a quiet and picturesque view from the seventh floor, and that you appreciated the soft towels and fantastic water pressure in your room. We look forward to welcoming you and your fiancé back for another enjoyable stay in the future!
Room was clean and bed was comfortable. This is a nonsmoking hotel, but many were smoking on their balcony thus us not being on balcony as much. Also, you are directly across from another hotel so everyone at either hotel is looking into your room. Pool was clean but cool for this time of year, breakfast was as usual.
Thank you for taking the time to share your feedback. We are glad to hear that you found your room clean and comfortable, and that you enjoyed our breakfast offerings. We apologize for any inconvenience caused by guests smoking on their balconies and the lack of privacy due to the proximity of another hotel. We appreciate your input and will take your comments into consideration as we strive to provide a pleasant stay for all our guests.
We really enjoyed our stay! If you like somewhere quiet and peaceful, this is the place for you! Located at the very end of the strip, it made it a little less convenient as far as walking as we walked all the way to the opposite end one night. I was aware of the location though and even though I feel like I've been repeatedly ran over from walking, it was very doable and was an enjoyable walk! Just something to keep in mind depending on your plans for your stay. The beds were comfy, the room was very spacious. Loved have a separate seating area for if we brought food back or if we wanted to sit on the couch to watch tv instead of the bed. We didn't use the pool, but it is more on the smaller size, which if we did use it, it would've been fine. It was never crowded. The breakfast was yummy and had many different options from eggs and bacon, pancakes you made yourself, cereal, baked goods and other yummy stuff. There were bears two different evenings during our stay which for me was SO cool. I've only been to gatlinburg a handful of times, this being the first time as an adult and I had never seen bears before. So I got excited. Probably something to keep in mind when having small children, which is probably good to keep in mind anywhere you're at in gatlinburg. Overall we had a very nice little getaway and that was mainly bc of our stay! I would definitely recommend this place!
Thank you so much for your glowing review! We are thrilled to hear that you enjoyed your peaceful stay with us at SureStay Plus By Best Western Gatlinburg. We're glad to hear that you found your room comfortable and spacious, and that you were able to enjoy our breakfast offerings. It must have been an unforgettable experience to see bears during your stay! We appreciate your recommendation and hope to welcome you back again in the future. Thank you for choosing to stay with us!
The exterior of this hotel needs some restoration and likely will turn some people away, but this place is truly a gem. The rooms are very spacious (huge) and clean with ice-cold air conditioning and comfy, clean beds, large balconies with nice chairs overlooking the river, and mountain views. The whole hotel has a very pleasant 'clean' scent. The outdoor pool collects some leaves, but they seem to clean it often, and the water is crystal clear. The hot and cold breakfast is great, scrambled and boiled eggs, bacon, sausages, fruit, cereals, orange juice, apple juice, yogurt, danishes, muffins, an automated pancake maker and more. Parking is adequate, with handicap spaces. I would easily recommend this hotel and would definitely return.
Thank you for your kind words and for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We're delighted to hear that you enjoyed our spacious and clean rooms, with beautiful views of the river and mountains. Our team works hard to provide a pleasant and comfortable stay for our guests, and it's rewarding to hear that our efforts have made a positive impression. We appreciate your recommendation and look forward to welcoming you back in the future.
This hotel is awful. The smell in the room was bad and it seemed unclean. However we were on vacation and not planning on being in our room that much anyway so I would have overlooked these things. But then when we were getting ready for bed my daughter found a human fingernail or toenails in the bed. When we told the lady working at the desk she acted like she did not even care. We booked our room on booking.com so I understood we could not get a refund but the fact that she didn't apologize, offer a new room or even act like she cared was the worst part of this. We moved to the Clarion down the street for the remainder of our stay which was about the same price and it was much better. I would not stay here there are lots of places in the area much better than this.
Thank you for sharing your feedback with us. We sincerely apologize for the cleanliness issues you encountered during your stay with us. It is our top priority to provide a clean and comfortable environment for all of our guests, and we are disappointed to hear that we did not meet your expectations. We will address your concerns with our team to ensure that this does not happen again in the future. Thank you again for your feedback, and we hope that you will consider giving us another chance to provide you with a better experience in the future.
We normally vacation as a family so we use Air BB's but this was a spare moment thing so we ended up getting rooms. No regrets! We had a great time and a great stay. Very nice staff; good breakfast, lovely view. Spacious rooms; nice lodge areas. I had a great time; really enjoyed my stay!
Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you had a great time and enjoyed your stay with us. It's wonderful to hear that you found our staff to be accommodating, enjoyed the breakfast, and appreciated the scenic views and spacious rooms. We hope to welcome you back for another memorable stay in the future.
Excellent location. It was close to everything, but quiet and right on the river. The view from our balcony was beautiful. The beds were very comfortable, the water pressure in the shower was great, the room was well supplied, and every staff member we interacted with was friendly and helpful. The included breakfast was also good.
Thank you so much for taking the time to share such a positive review of your recent stay at SureStay Plus By Best Western Gatlinburg! We're thrilled to hear that you enjoyed our excellent location by the river, the comfortable beds, great water pressure in the shower, well-supplied room, friendly staff, and delicious breakfast. We hope to welcome you back again soon for another fantastic stay in the heart of Gatlinburg!
Spacious room with balconies overlooking the river. Room was clean and everything worked properly. No issues. Staff was very friendly and helpful. Nice quiet area just a few short blocks away from the chaos of the main drag of Gatlinburg. Quite a few places to eat within walking distance. Would consider returning at some later date if I'm in the area.
Thank you for your glowing review of SureStay Plus By Best Western Gatlinburg! We are thrilled to hear that you enjoyed your spacious room with a balcony overlooking the river, as well as the cleanliness and functionality of the room. Our friendly and helpful staff take pride in providing excellent service, and we are happy that you experienced this during your stay. It's great to hear that you found our location to be quiet yet conveniently close to dining options. We would be delighted to welcome you back if you find yourself in the area again in the future. Thank you for choosing to stay with us!
Very comfortable and clean, nice accommodation. Easy directions helpful and friendly staff at the desk. We arrived very late due to traffic issues on our way, the staff was just as kind as if we had arrived earlier. He gave us need to know info and found my driving glasses I left on desk and made sure I received them back Beautiful scenery from the back deck
We are delighted to hear that you had a comfortable and clean stay at SureStay Plus By Best Western Gatlinburg. Our team takes great pride in providing helpful and friendly service, even in unexpected circumstances like your late arrival. We are pleased that we were able to assist in finding your driving glasses and ensuring you received them back. It's wonderful that you were able to enjoy the beautiful scenery from our back deck during your visit. We hope to welcome you back again!
Pros: Price was decent. Front desk attendant was very nice. The room was large and appeared to be updated. Great view of the creek. Great location. It was off the main strip and fairly quiet. Cons: fitted sheet on the bed was stained and no flat sheet. The comforter looked dirty and there was no flat sheet. The towels were stained. Front desk was notified and she provided me with clean sheets and clean towels. I did have to change the bed myself. When I pulled the fitted sheet off the mattress cover was extremely stained. Parking is limited and not convenient to the building entrance. Unfortunately, We would probably not stay here again.
Thank you for taking the time to share your feedback with us. We are glad to hear that you found our front desk attendant to be very nice and that you enjoyed the spacious, updated room with a great view of the creek and our convenient location. However, we apologize for the cleanliness issues you experienced with the bedding and towels, as well as the inconvenience of limited parking. Please know that your comments have been shared with our housekeeping and management teams for immediate attention. We appreciate your honesty and hope to have another opportunity to provide you with a better experience in the future.
The rooms were extremely clean and updated. The whole staff was very helpful and polite. The maid for the 2nd floor and the chief making breakfast were excellent. We could not find any flaws in our room preparation. We have zero complaints and would definitely stay there again.
Thank you for taking the time to share your positive experience at SureStay Plus By Best Western Gatlinburg. We are thrilled to hear that you found our rooms to be extremely clean and updated, and that our staff was helpful and polite. It's great to hear that our maid and breakfast chef exceeded your expectations. We strive to provide excellent service to all of our guests and we are delighted to know that we succeeded during your stay. We look forward to welcoming you back on your next visit to Gatlinburg.
The hotel is in a great location and within walking distance of the strip. The hotel is older but all updated, clean and comfortable. All rooms have a balcony overlooking the creek which sounds so peaceful and the view is gorgeous. Also free full breakfast. We would definitely return!
Thank you for your glowing review of SureStay Plus By Best Western Gatlinburg! We're delighted to hear that you enjoyed our convenient location, well-maintained rooms with balconies overlooking the creek, and the free full breakfast. It's wonderful to know that you found our hotel to be clean, comfortable, and peaceful. We appreciate your kind words and look forward to hosting you again in the future!
Staff extremely friendly. Beds comfortable. Convenient location near food and entertainment. Very easy to walk to the strip. Quiet. Water pressure great in shower's. Room clean. Reasonable price for room. Great place to stay. Will be back soon.
Thank you for choosing SureStay Plus By Best Western Gatlinburg and for taking the time to share your positive experience with us! We are thrilled to hear that you found our staff to be extremely friendly, our beds comfortable, and our location convenient for enjoying the nearby food and entertainment options. We strive to provide a clean and comfortable stay for our guests, and we are delighted to hear that you found the room clean and the water pressure in the showers great. We look forward to welcoming you back soon!
Nice location, awesome room and close to all things in Gatlinburg! Worth the money. Pleasantly surprised. The mountains and the river are right out your window but it was peaceful and quiet. Breakfast was tasty and plentiful. Took Yram to top and it was awesome.
Thank you for choosing SureStay Plus By Best Western Gatlinburg for your stay! We're thrilled to hear that you enjoyed our convenient location, comfortable rooms, and tasty breakfast. It's fantastic that you were able to experience the beauty of the mountains and river right from your window. We're delighted that you had a pleasant and peaceful stay with us. We hope to welcome you back again soon for another enjoyable visit.
It's was a nice room and good environment. It was very convenient for the location. The hotel was very clean and quiet. When we return to the area we will definitely stay at the hotel. I've already recommend the hotel to friends and family. Overall it was a great experience.
Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are delighted to hear that you enjoyed your stay with us and found our hotel to be clean, quiet, and conveniently located. It means a lot to us that you would recommend our hotel to your friends and family. We appreciate your positive feedback and look forward to welcoming you back on your next visit to the area.
The pool area was not cleaned. There was vomit, in the pool deck for 2 days. The pool itself was not cared for while we were there. Our toilet leaked, we reported it and it was not addressed. Front desk, except for one gentleman we're not friendly, acted like we were interrupting them. Housekeeping staff was much more helpful and friendly.
Thank you for taking the time to provide feedback on your recent stay at SureStay Plus By Best Western Gatlinburg. We are sorry to hear about the issues you experienced during your visit, including the cleanliness of the pool area .We strive to provide a superior level of service and hospitality to all our guests, and we regret falling short of your expectations in this case. Your comments will be shared with our team to ensure that these issues are addressed and improved upon for future guests. We appreciate your feedback and hope to have the opportunity to welcome you back in the future for a more pleasant stay.
This was a great hotel and the rooms were VERY roomy. We stayed at 5 hotels on our trip and this was the biggest room with a couch, a table, a balcony on the water, it was nice. We walked into the town of Gatlinburg and didn't drive at all till we lest. The breakfast buffet was nice with a good variety of hot foods. Would definitely recommend.
The rooms were not clean and the drains were extremely slow draining. It looked as if there were mold on the ceiling, and the room had a bad musty smell.
Thank you for sharing your feedback with us. We are disappointed to hear about the issues you experienced during your stay. We take cleanliness and maintenance seriously at our property and will address these concerns with our team to ensure they are resolved promptly. We appreciate you bringing this to our attention and hope you will consider giving us another chance to provide you with the excellent stay you deserve.
Hotel is originally another owner. BW did do some updating but it old. Grounds are ok. No real lounge area unless by the pool. Bathroom way too small. I'm 120 lbs and had to squeeze into shower
Thank you for taking the time to share your feedback with us. We appreciate your detailed comments about your recent stay at SureStay Plus By Best Western Gatlinburg. We apologize for any inconveniences you may have experienced during your time with us, and we will take your feedback into consideration as we strive to improve the overall guest experience. We hope to have the opportunity to welcome you back in the future.
Great, well-priced hotel that is steps off the Parkway in Gatlinburg. The hotel had a good breakfast, friendly employees, clean rooms, comfortable beds, and balconies overlooking the creek. There is a trolley stop steps away from the hotel which will take you around Gatlinburg for free. The hotel is also close to the entrance of the Smoky Mountain National Park.
Thank you for taking the time to share your experience at SureStay Plus By Best Western Gatlinburg. We are happy to offer a relaxing stay just steps away from the many attractions Gatlinburg has to offer. We hope to welcome you back for another enjoyable stay in the future.
Everything was great, fast friendly check in, breakfast was hot with lots of options to pick from. Rooms have been redone, we have stayed at this hotel many of times, so its nice to see up grades. Pool area was clean (recently redone). Nice walking distance to everything from this hotel.
Thank you for taking the time to leave such a glowing review of your recent stay at SureStay Plus By Best Western Gatlinburg! We are thrilled to hear that you enjoyed our fast and friendly check-in process, as well as our hot breakfast options and newly upgraded rooms. It's wonderful to hear that you are a returning guest and that you continue to have positive experiences with us. We strive to provide a clean and comfortable environment for all of our guests, and we're delighted that you found the pool area to be up to your standards. We hope to welcome you back for many more enjoyable stays in the future.
Poor quality of hotel. Mattresses need to be replaced and rooms need to be upgraded. Location is good but do not waste your money.
We appreciate your feedback regarding our hotel. We will share your comments with our team for their awareness and improvements moving forward. Thank you for highlighting the convenient location. Please reach out to management for any further concerns you wish to discuss.
Beautiful view from the balcony. Clean, comfortable room with a large shower. A short walk to the main drag with all of the shops, restaurants, activities,etc. Extremely reasonable price! Breakfast had scrambled eggs, bacon, sausage, fresh fruit, waffles, yogurt, muffins & more.
Dear Danielle N, Thank you for your compliments on our comfortable, cleanliness and breakfast layout. Our ultimate ambition is to provide a five-star experience, and we are thrilled to learn that we have succeeded. We are pleased to hear that you found our accommodations to be a good value for your money as well. We hope to impress you again during your next visit and we thank you for sharing your experience.
Stayed three nights, on second day noticed my arm was bitten up bad by something, third day found bed bugs. Trapped a few in a cup, took to the front desk where I was met with rudeness and contempt. They treated me as if I was going to cause trouble because I found them. I politely asked for a letter of acknowledgement. They refused and told me I was bullying them for asking for the letter. Completely baffling experience.
I'm sorry to hear about your experience. Our team takes all reports seriously and follows strict protocols for pest management. We encourage guests to reach out directly to our management team for further assistance with their concerns. Your feedback helps us to continually improve our service and guest experience.
Had a stay over for a long 2 day road trip. My family loved having the sights and river view. We recommend to any one.
Dear brownjosw, We can't thank you enough for your five star rating of our hotel. We are happy to hear that you enjoyed all aspects of your stay. We can't begin to express how much it means to our management and staff to hear from guests like you who had a great experience. We appreciate your leaving a Likely to Recommend rating for our hotel. We look forward to serving you again!
Just a quick trip and used our points, based on reviews did not expect much! Wow were we surprised the queen room with balcony over the river was exceptional! Beds very comfy everything great in the room with fridge, microwave, oversized tv! Clean everywhere, bath was perfect! Breakfast was as usual, bc smoking is allowed on the balconies it was the only drawback for us as non smokers! Bright light on the balcony we could not control, so ok! Thanks SB TN
We are delighted to hear that you had a pleasant surprise during your stay and enjoyed the comfort and amenities of our queen room overlooking the river. It is wonderful to know that you found everything clean and in great condition. We appreciate your feedback regarding the smoking policy on the balconies and the bright light, and will take this into consideration for future improvements. Thank you for choosing to stay with us!
Was very clean and the view of the river was very nice. Walkways and balconies were clean. Good water pressure and the shower head was great. Will definitely return
We're delighted to hear that you enjoyed our clean rooms, river view, and excellent amenities. We look forward to welcoming you back for another pleasant stay in the future.
A nice clean room with a great view of the little river. The Breakfast room was well done. Great beds!
We're delighted you enjoyed the clean room with a lovely view and our well-appointed Breakfast room. It's fantastic to hear that you found the beds comfortable for a restful stay. We're glad you had a positive experience at our hotel.
Older hotel. Some areas of it looks better than others. Our room was actually clean. The parking lot looked like it had just been repaved. The main issue we had was the gentleman doing the breakfast. He would leave the area with gloves on. Go outside to get on his phone etc. Then come right back in with those same gloves on and touch the food and food area. So lets not wear food gloves outside and do personal activities then not change them. Nasty.
Dear TruthTaler, Thank you for sharing your rating of our hotel. We appreciate that you have acknowledged our efforts to provide a clean and comfortable experience and I will share your comments with our team, who I am certain will be encouraged by your remarks. We are pleased to hear that you enjoyed some aspects of your stay, however, we would love to hear your comments about our breakfast attendant and suggestions for improvement during your next stay. Your feedback will help us to recognize our strengths and improve upon our weaknesses. We greatly appreciate the time you've taken to review our hotel, and we look forward to your next visit.
I hate to even give this hotel 1-star, as it was my worst stay ever at a hotel. When we arrived, we were given a room. The room was dirty, smelled of gym socks and had visible signs of rodents. I should have left and requested my money back then, however, I give everyone a second chance. The 2nd room, was better, but still not good. Mold all throughout the bathroom. Didn't look to have been dusted or deep cleaned in quite some time. No worries, I always have cleaning wipes in our truck. We quickly cleaned and went to bed. The next morning, we went to breakfast at 9am downstairs. We got to talking with another couple and were rudely asked to leave the breakfast area promptly at 930 as he had cleaning to do and we were in his way. Ok, fine. We head out for the day to gatlinburg. Came back to the room around 5pm to get ready for dinner. Trash was changed however the chips that were all over the carpet (not from us) still were not vacuumed and our bed was made looking like a 5 year old made it. Ok, fine. We get back from dinner around 11pm. We're tired from the day. I am disabled and hurting. When we arrive back to the hotel, there is no parking. They have parked non disabled people in the handicap spot. We are told we can park across the street and i can walk. We ask the manager to move them across the street instead (those quests are in the lobby at this time) since they are not disabled and do not have a placard, sticker or plate. "Christ" claimed to be the owner and that he could do whatever he wanted. He tells me that it's private property, he can park people anywhere he wants and he's not asking them to move and if we don't like it, we can leave. He was actually shocked that i asked him to move them. I call him a bad name and we are asked to leave... at 1130pm... all because I'm asking for the handicap access I am afforded under the law. The police were contacted and they informed "Christ" (the name he gave me) that what he did was illegal and they gave the couple a citation for parking there. I do hope this review reaches someone that makes some changes before this motel goes under.
Dear 339trisho, Thank you for taking the time to share your experience. I regret to discover that you weren't thoroughly impressed with us during your most recent stay. I am so sorry to hear that your room was not properly cleaned according to the high standards of our housekeeping staff and that you encountered an odor. This is something we'll bring up to our housekeeping staff to ensure that similar details are not overlooked. Your comments are important to us as we continuously seek ways to improve upon the guest experience in our hotel. It is always our goal to give you a 5-star experience, and I apologize for failing to do so. I do hope you'll return and let us show you a far better experience.
Your housekeepers give zero Fs! One we met a housekeeper going to clean a room with a vacuum and came back and she was curled up in a chair in the corner on her phone instead of actually cleaning. My son forgot his id and came back to our room with a housekeeper in the chair in our room watching tv. Asked for towels 3! Times and was assured housekeeping would bring and had to finally go to desk and got pool towels. The trash hadn't been emptied in 3 days. The room stunk and the hot water in the shower and sink could boil an egg in 30 sec it was so hot. Hair in the shower that wasn't ours and someone left their flip flops bc I don't wear flip flops. Pay extra and stay at the next door hotel. Hylton was amazing. Very friendly and helpful.
Dear Amandawalker11, Thank you for sharing your experience, and I am terribly sorry to hear of your disappointment with our hotel. It is distressing to hear that you encountered a number of issues with our housekeeping and guest services and I want you to know that we take your comments very seriously and are working hard and fast to address these problems in hopes of improving upon the guest experience. We understand your sentiments, and will take your comments to heart. Allow me to forward your concerns to our management team so they can discuss this with the team. We hope that you will allow us to show you the true customer service of our hotel, and to make up for this disappointing experience. Please give us another chance to serve you better as we promise a more pleasant stay.
The front desk staff were not very welcoming. Not rude or anything but certainly not friendly either. Most hotels the front desk attendant will atleast ask how your stay was. If your room was to your liking. Something. But not here. The room initially appeared clean, until I sat down on the toilet for the first time and noticed the bathroom floor had dirt/debris of some kind here and there. I wish I had had a broom it was that bad. Needless to say I would not walk around barefooted because of it. The room was HUGE though and recently updated with new furnishings. The bed was pretty comfy too. The TV was a 55" I believe and had plenty of good cable channels, but the screen was streaked and needed to be cleaned. But all in all I was actually quite pleased with my room and stay overall. FYI I stayed in Rm 501 which was right next to the elevator. While it never actually kept me up at night, it was kinda annoying bc I would hear it and thought I was hearing thunder instead. Next time I will request a room further away from the elevator.
Dear 1pjewel, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. It is disheartening to learn that the room was not properly and thoroughly cleaned and maintained according to the high standards of our housekeeping team. It is of the highest importance that matters such as this are not missed by our housekeeping staff, and mistakes like this should never be overlooked. Your comments regarding the cleanliness of the bathroom will be forwarded to our Housekeeping Manager for review. These are areas that should not be overlooked, and I am sorry for the inconvenience caused. I hope our services and accommodations will exceed your expectations during your next visit!
Rooms were clean. Every room looks over the creek. Very peaceful to sit on balacony and read after a day of hiking.Walkable to town, a lot if restaurants to choose from. Right at entrance to Smoky Mtns. Breakfast was standard hotel fare. Would stay here again
Dear klm1904, Thank you so much for your kind comments and review regarding your most recent stay with us. It is great to hear how you have loved our clean and comfortable rooms and our location was ideal for you. It was our pleasure to have you as our guest, and we look forward to the opportunity to do so again.
Great location, quite, nice spacious room, one of the nicest place we have stayed in, nice balcony with stream
Dear Crystal814, Thank you for your kind comments and 5 star rating! It is great to hear how you have loved our comfortable rooms and our location was ideal for you. It was our pleasure to have you as our guest, and we look forward to the opportunity to do so again.
We have stayed here before and always have a great experience. This is our favorite hotel in the Smokies. The room looked brand new inside. Beds and bedding was clean and comfortable. Wife is a smoker and loved the private balcony and the rushing river below. Breakfast was pretty good. The TV is larger than what most hotels have.
Dear MCC-0001, Thank you for leaving your five-star rating of our hotel. We appreciate that you have acknowledged our efforts to provide a clean and comfortable experience and I will share your comments with our team, who I am certain will be encouraged by your remarks. We're delighted to hear that you enjoyed the breakfast during your stay! A good breakfast can indeed set a positive tone for the day. We hope to impress you again during your next visit and we thank you for sharing your experience.
I reserved a room over a week before arrival, 30 min before my arrival they call to say they have no rooms in Gatlinburg but offered me one in Pigeon Forge. I was furious and let them know about it and told them I better have a room when I get there. I was hung up on so I waited for a few then called again only to be put on hold for a 10 min. I hung up called again to be told they are working on the issue. I get to the hotel they asked my name when I told them they said “ oh you, you look to pretty to be so mean!” They laughed, I was not humored. They said that every thing be okay and I had a room. They had called in another employee to help clean the room which all I could see they did was make up the bed. The shower floor had hairs in it and the bathroom floor had not be mopped. The guy who prepares breakfast watches people like a hawk and makes you feel uncomfortable.
Dear emyjoemaxx, Thank you for sharing your experience, and I am terribly sorry to hear of your disappointment with our hotel. It is distressing to hear that you encountered a number of issues with our housekeeping and guest services and I want you to know that we take your comments very seriously and are working hard and fast to address these problems in hopes of improving upon the guest experience. We understand your sentiments, and will take your comments to heart. Allow me to forward your concerns to our management team so they can discuss this with the team. We hope that you will allow us to show you the true customer service of our hotel, and to make up for this disappointing experience. Please give us another chance to serve you better as we promise a more pleasant stay.
The location of the Hotel is great, There is some work to be done as far as the people at the front desk on nights need to brought up to speed. Reported problems seem to be put on the back burner. Alot of noise from people above you.
Dear tonymac1977, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. On behalf of our entire team, I would like to apologize for failing to exceed your expectations. I want to apologize for the noises that disturb your rest. All front desk clerks are instructed and trained on how to handle these types of issues and I'm very sorry they failed to correct this problem for you. We do hope that you'll return to see how we are continuously improving to impress our guests more with each visit. I'm glad you found our location to be convenient, and I hope you will find your expectations to be far surpassed during your next visit!
Hotel appeared to be needing rennovations on multiple levels from the building to luggage carts, staff was friendly, breakfast was mediocre not many options for people with gluten/vegan needs, this is an outdoor corridor hotel stink bugs entering the the room. By far the worst BW experience I've had. The hotel driveway into the parking lot is steep and don't recommend for winter months, you may not be able to get your car out if it ices/snows and being in the mountain there's a good chance of getting stuck.
Hi ubtru2u, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. We are pleased to hear that you enjoyed our friendly service. We are also forever working to improve upon the guest experience and I hope you will remember our attributes and return to see how we have improved to impress you even more.
We were weary after a long trip through a snow storm to get to Gatlinburg. We were checked in quickly for a 2 night stay and settled in for the night. We had 2 adjoining rooms which were super warm and comfortable. Each has a balcony that overlooks the river. Breakfast was fresh with both hot and cold options. The kids had a ball with the automatic pancake make. The staff and management are really friendly and accommodating. We had such a nice time, we booked another night. I highly recommend Surestay as a great value place to stay. Will definitely be back.
Hi Busbro, Thank you so much for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! We are happy you enjoyed our meal offerings and mentioned we have a friendly staff. Once again, thank you for your recommendation and we look forward to seeing you again!
This was our first time staying at Sure Stay. Nice older hotel, with many of the rooms renovated. We stayed on the 5th floor with a balcony overlooking the river. The rooms are large and quiet, with a good sized TV and sitting chairs. The bathroom is large and newly remodeled. Free parking is on site and is a short walk to the main street. The only downside is the bed was uncomfortable and the free breakfast was bland. This is good for a short stay.
Hi CubsFan-TA, Thank you for taking the time to share your feedback. We do apologize for the discomfort you experienced with our bed, but I'm happy to hear that we were able to meet your expectations in many ways. We will review our breakfast offerings to ensure a more enjoyable experience for our guests. We are also forever working to improve upon the guest experience and I hope you will remember our attributes and return to see how we have improved to impress you even more.
We arrived and got a room assigned. The building is dated from the 70-80s, The interior has been updated and looks good, our night was quiet and there is a balcony over the creek. The parking and lot access to the hotel is tight and very crowded, near a full traffic jamb during breakfast hours. The breakfast bar would be good if it was tended regularly, often out of items and no one around to ask. For the small parking, and crowded areas it seemed a little high priced.
Hi John C, Thank you for taking the time to complete our online survey regarding your recent stay at our hotel. I am disappointed to hear that you were so dissatisfied with our accommodations and services and that our rating for your experience is so low. On behalf of our entire team, I would like to apologize for failing to exceed your expectations. We value your opinion and suggestions for improvement as these comments help us to improve upon the guest experience at our hotel. We are sorry that the breakfast was not what you have expected but we are constantly reviewing customer feedback in order to make improvements for the future. We hope to see you again someday and to transform your opinion of our hotel and service.
For years we stayed in the same hotel every time. However, it burned in the 2016 fire so we needed a new place. This is a perfect location, and you can see and hear the river from your balcony. We will be back!
Hi catherinecU4875EM, Thank you so much for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! We are glad that you found our location to be convenient. We hope to impress you again during your next visit and we thank you for sharing your experience.
I reserved a room for one night . Upon check in I asked them to change it to two nights. A few days later, I got my invoice and they charged me about $9.00 more for the second night even though their website showed both nights at the same price. Breakfast was very good. Sausage and eggs the first morning and bacon and eggs next day. Our room had an odor of urine. It seemed to smell the strongest when the a/c was running. maybe someone dumped their load in the a/c unit. I don't know, but it wasn't real bad. The room and bedding was clean. Bathroom looked like new. The private balcony was nice.
Hi MCC-0001, Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! We strive to give you a great experience, and I am pleased to learn that we were able to meet your expectations in many ways; though we are sorry that your room did not smell fresh. Reviews like yours are extremely helpful in our ambition to continuously improve upon the guest experience and I hope you'll return to see how we grow and evolve.
We had the 2 room queen suite which was very comfortable for multiple days. Very nice breakfast area and sufficient food. Nice Walkin shower. Beds were comfortable. The sofa could use some help or replacement. Having a balcony was nice
Hi Millerbarb24, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. It is great to hear that you have loved our comfortable rooms and our location was ideal for you. It is our pleasure to have you as our guest, and we hope to see you again when your travels bring you back to the area!
Great location set back from the Main Street, very peaceful area overlooking the river. Great breakfast choices too and not too busy. We did have a short wait for sausage to come out. Great size room plenty of space for 3 adults with luggage. Newly renovated bathroom was wonderful.
Hi Jo H, Thank you for your kind comments and 5-star rating! It is great to hear how you have loved our comfortable rooms and our location was ideal for you. It is our pleasure to have you as our guest, and we hope to see you again when your travels bring you back to the area!
All employees where helpful for any needs we had to stay extra night sons car broke down and they set us up right away with two rooms so we could get car back on roadi will be recommending best western for anyone vacationing in Gatlinburg Tennessee
Hi longtammie51, Thank you for taking the time to share your feedback and to acknowledge the efforts of our hardworking staff to be as accommodating, helpful and welcoming as possible. It's good to hear from you and we greatly appreciate that you've taken the time to share your five star experience at our hotel! Once again, thank you for your recommendation and we look forward to seeing you again!
We loved this place .The rooms were up to date and clean .The staff was very friendly and helpful .The fella in charge of the Breakfast was real nice and honestly proud of doing a good job( as he should be it was great) !!
Hi T8423HEjohna, Your five star review means a lot to us! Thank you for your kind comments and review regarding our high standards of cleanliness and hospitality. We are very proud of our team and the passion they have for delivering exceptional service to make all of our guests comfortable. We are happy to hear that you enjoyed our breakfast as well! We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!
Room was clean and updated. Staff were very friendly and accommodating. Breakfast attendant was super nice and helpful. Pleasantly surprised at how full the hotel was and yet so quiet at night. Will be back.
Hi jacqueline977, Your five-star review means a lot to us! Thank you for the fantastic review! It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We loved being of service to you and hope we can serve you again soon.
We had a great two night stay at this location. Staff friendly and helpful. The room was great as well. Great breakfast with a wonderfully engaging breakfast manager. All amenities were good including pool area.
Hi 778Gloria, Good day! Thank you for your kind comments and 5 star rating! It is great to hear how you have loved our comfortable rooms and our location was ideal for you. I have shared your compliments with our staff and thank you for giving me the opportunity to recognize them for a job well done! On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!
Convenient, friendly, clean, great view, reasonable, informative, functional, updated. The shower in our room was updated, functional and had all the right items in the right places. It was very safe, especially for older people. Excellent water pressure.
Hi Stolistraightup, Your five-star review means a lot to us! Our management and staff would like to thank you for giving us a fantastic opportunity to serve you well in every way possible. We are thrilled to hear that you enjoyed our convenient location, our high standards of housekeeping and our friendly and welcoming staff. It is great to hear that you enjoyed the value as well, and we are looking forward to your next visit to the area!
The room was not thoroughly cleaned. Cleaning buckets were dumped in the river. The overall condition of the hotel needs improvement. Only two ice machines for seven floors. The location was decent. It was just ok!
Hi rogerwhitaker26, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We are very sorry for the cleanliness issues that occurred during your time at our hotel. We do strive to present a super clean property and are reviewing your comments with our housekeeping team to make sure all needed improvements are made. I'm glad you found our location to be convenient, and I hope you will find your expectations to be far surpassed during your next visit!
Room and hotel grounds were very dirty. The bathroom floor was sticky and filthy. The room had a horrible chemical smell, like a spray trying to cover up bad odor. The grounds of the hotel has trash laying all around. The beds were old and uncomfortable. Desperately needs to be deep cleaned and repaired. Shower was broken.
Hi 476awest, Thank you for taking the time to share your experience. Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. We sincerely apologize that your room was less than acceptable at our motel. We can assure you that this is not a typical experience. We continually strive to ensure that our rooms smell fresh and clean without the unpleasant odor at our rooms. If you are unsatisfied with your room, we always try to relocate should the rooms be available. We are sorry that circumstances prevented you from asking for another room or letting us know that you were not happy with your accommodations as we certainly would do everything possible to correct the matter. We hope that you will give us another opportunity to exceed your expectations should your travels bring you back to our area.
Pros: Great location, convenient to walking down the strip. Love the sound of the creek coming past the balcony. Breakfast was good and a plus. Cons: our room smelled strongly sour almost like cat urine. The beds were made but not very neatly.
Hi nurse1278, Thank you for taking the time to complete our survey and share your experience! I do apologize for the smell of unpleasant odor that you experienced in your room. Our housekeeping staff is held to a very high standard and we appreciate that you've informed us of a need to address housekeeping policies and procedures. We are glad that you found our location to be convenient! We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; I hope that this will be the case during your next stay with us.
Great clean hotel that located near the Ober park and many attractions of this town. Close to "Cicis Pizza" pizza buffet cafe where you can eat unlimited pizza. Parking lot is big, but if you arrived in the night it could be difficult to find the spot.
Hi Jet11081172725, Our management and staff would like to thank you for giving us a fantastic opportunity to serve you well in every way possible. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. It is so rewarding to hear that we were able to give you a five star experience and we look forward to your next visit!
Convenient location. It is close to the start of the smoky mountains national forest and right down the road from all of what Gatlinburg has to offer. However, the bed is so hard my back hurt and there was something sticky on the bathroom floor our entire stay, even after requesting housekeeping. If you're looking for a simple, slightly out of date hotel with a good location, this is it. The cleaning is like asking for your teen to clean the kitchen. They'll get it done but it isn't done to standards. The little river on the back end is pretty. Small balcony overlooks it but there is a hotel on the other side so the stream is the only scenery. The breakfast guy was on point. Kept it clean in there and everything filled at all times. The pancake maker was a hit.
Hi Y4381OQaprils, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We apologize for the discomfort you experienced with our bed and for the housekeeping issues that you experienced when staying with us. Your comments and suggestions will help us to recognize our strengths and improve upon our weaknesses. We are delighted that you found our location convenient, and we hope you give us a chance to serve you again and will experience the improvements we have made with our service.
Nice location, was able to keep car parked while we walked Gatlinburg. Balcony on the river was nice. Comfy chairs put on balconies. I did hate that right across from us on river you do face another hotel. But it was fine. Breakfast I do not recommend.
Hi lindabishop76, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. It is so rewarding to hear that we were able to provide a comfortable and that our location was ideal for you. It is our pleasure to have you as our guest, and we hope to see you again when your travels bring you back to the area!
We waited to book this hotel on Priceline. I must admit I didn't check it out. We pulled up to this hotel in shock. The curb appeal was not inviting. My wife was in disbelief. Our choice is normally at 4 or 5 star. The staff was very friendly. We entered the room and was pleasantly pleased with the size of the room. Everything was clean. We looked out of the patio door and was surprised to see a babbling brook. The bed was comfortable and the bathroom was acceptable. After seeing some of the other hotels we decided that this was just below the average. We will not book this place again, but we had a decent stay.
Hi Retiredandtraveler64, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We strive to give you a great experience, and we are pleased to learn that we were able to meet your expectations in many ways, especially since you found the room to be clean and comfortable. It is our pleasure to have you as our guest, and we hope to see you again when your travels bring you back to the area!
My son and I stayed here once before and had an okay experience so I brought my wife this time and we used points for a free night. The location is great. Walking distance to everything and right over the river. The beds are comfortable, the ac works great and is quiet, and the mini fridge and large tv are also nice. BUT, a long hair dangling from the freezer door in the fridge, another couple of long ones on the side of the tub, a large dead palmetto bug on the carpet in plain site, and the only vending machine for soda or water being out of order in July? Sorry, no excuses. We won't be back.
Hi Richard H, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. It is great to hear how you have loved our comfortable bed and our location was ideal for you. Although I am sorry that the tub and the freezer were not properly cleaned and maintained according to the high standards of our maintenance and housekeeping staff. We hope that you will change your mind about giving us a second chance and that you will someday return to be impressed by the changes we've made. We thank you very much for letting us know so that we can effectively address this incident and ensure that it does not occur in the future.
Hotel was very close to downtown, and all attractions were within walking distance or close to trolley . Staff friendly and accommodating. Pool was nice. Offered grab and go breakfast each morning. Lots of restaurants and wine and moonshine tastings downtown.
Hi LauraLAX5, Thank you for your kind comments and 5-star rating! It is great to hear how you have loved our pool and our location was ideal for you. Guests like yourself are the reason we strive to deliver a delightful stay. Best of luck on your trip and we look forward to seeing you when you return. Take care and stay safe as you travel back home.
The rooms are large and exceptionally clean! The sink is outside of the actual bathroom, which makes it nice for 2 people getting ready at the same time. The motel is at the extreme end of town but Just 1 1/2 blocks off the main drag. Our balcony view was perfect, just enough trees to block the other motel across the creek, so peaceful! Definitely recommend this motel!
Hi clagerman, We are happy to hear you had an awesome experience and we can't thank you enough for your five-star rating of our hotel. We strive to give you a great experience, and we are pleased to learn that we were able to meet your expectations in many ways, especially since you found the room to be clean and comfortable. It is our pleasure to have you as our guest, and we hope to see you again when your travels bring you back to the area!
Upon arrival we were told our room door was messed up, and the front desk clerk (who was very nice)had to let us in with the master key. One plus was thankfully they did give us 25% off, but the hotel room itself is very poorly maintained. The ice machine, which was on the 3rd floor(we were on the 7th) was broke when we got to it. We heard the elevator all night long. The bathroom shower held water and was dirty. There was mold on the ceilling. We aren't picky people , but the hotel needs upkept and I don't want someone else to end up booking like we did.
Hi 158charityg. Thank you for rating your recent experience at our hotel. We are extremely sorry for the inconvenience due to the cleanliness and we appreciate your time in pointing out the amenities in most need of attention. Allow me to forward your concerns to our management team so they can discuss this at one next meeting. Know that your voice is of tremendous importance to us and we are confronting each of the issues that you mentioned to ensure that no guest has this experience in the future. On behalf of our entire staff, we thank you for choosing our hotel and hope you give us a chance to serve you again and experience the improvements we have made.
Hotel was understaffed. Front desk refered the week we were there as (Hell Week)No manager on duty to handle simple problems and did not return messages left. We cut our trip short two days. We understand and feel for the staff but still, were paying peak rates.
Hi Marinaman2023, Thank you for sharing your experience, and we are so sorry to learn that we failed to meet your expectations of quality service and accommodations. This is certainly not the kind of impression we would want you to remember. Rest assured that it will never happen again as we will provide a better stay to our guests. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
This is a very old, dirty property. Very disappointed in the property condition and cleanliness. It is very concerning they are operational. Front desk staff person was horrible, most of the guest amenities like breakfast, and ice machines, were out of order. The worst stay we have had in a very long time. Do not stay here. You will probably get bed bugs.
Hi I3257WDjaredb, Thank you for sharing your experience, and I am very sorry for the inconvenience that you encountered during your stay. I am sorry that your room was not properly and thoroughly cleaned and maintained according to the high standards of our maintenance and housekeeping staff. Reviews like yours are extremely helpful in our ambition to continuously improve upon the guest experience. The room was thoroughly inspected and no bed bugs were found. We want to assure you that we thoroughly investigated this claim and the pest control experts (Orkin Pest Control) that we employed to complete the thorough inspection following your complaint discovered no evidence of bed bugs in any of our rooms. We thank you for your business and we hope to see you again when your travels bring you back to the area!
I arrived at the hotel after eight (8) hours of travel and there was no Men or Women Restroom available in the lobby for Members/Customer usage. I requested reasonable accommodation (70 year old Disabled Veteran) a month earlier when I booked the room. Accommodation's was not granted. The couch was dirty and the refrigerator smelled like sour milk. I made management aware and got no response for my three (3) night stay. I called Best Western Customer Complaint line and they did not help. They stated the hotel was privately owned and my issues had to be resolved by local management. This hotel should change its brand from Best Western to a a lesser quality brand hotel. I am a Gold Member and this is one of my worst stay.
Hi Cdathorn, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are extremely sorry for the inconvenience due to the cleanliness of the fridge and the couch. Know that your voice is of tremendous importance to us and we are confronting each of the issues that you mentioned to ensure that no guest has this experience in the future. Also, we are sorry to hear that you weren't thoroughly impressed with our staff that time. Our team is working hard to make sure our guests are comfortable and are receiving the best service. We are in the process of retraining our staff to further better our services in handling our valued customers. Rest assured that in the coming days, we will be offering a much better stay.
We stayed at Sure stay Best western during the week of Christmas and It was great. The hotel was clean it was very close to restaurants and the staff was helpful. Breakfast was good as well, stocked up and clean area.
Hi alyissacarrero29, Happy Holidays! Thank you for sharing this five-star review of our hospitality and breakfast service. It is lovely to hear that you enjoyed your stay and that you have rated our hospitality and accommodations so highly! We will forward your review of our hospitable and helpful staff to the management. We want you to feel at home, welcomed, and safe within a clean environment and we are glad that you indeed have experienced them all. Your feedback is very important to us and we can assure you that we will use this information to do everything possible to create an enjoyable experience for each of our guests. We look forward to serving you again! Cheers!
This newly remodeled hotel has an inviting lobby, professional staff and nice room decor. The rooms are small, efficient, and very clean. The breakfast area was nicely appointed and had numerous options. Midweek pricing was extremely attractive
Hi MikeW3883, Thank you for sharing this five-star review of our hospitality and breakfast service. It is lovely to hear that you enjoyed your stay and that you have rated our hospitality and accommodations so highly! We will forward your review of our hospitable and helpful staff to the management. We want you to feel at home, welcomed, and safe within a clean environment and we are glad that you indeed have experienced them all. Your feedback is very important to us and we can assure you that we will use this information to do everything possible to create an enjoyable experience for each of our guests. We look forward to serving you again.
Had very nice stay here. Good value! Room was reasonably clean and comfortable; beside the river with good view. Good location for hiking in the Great Smoky Mountains. Breakfast was good enough for us getting ready for our hikes. Good experience with the hotel overall.
Hi cqc2022, Your kind compliments mean so much to us, and we thank you for taking the time to share this review. It is our ultimate goal to give each guest a comfortable and convenient experience at the most affordable rate and we are very pleased to hear of our success in this ambition. It is great to hear that you enjoyed the breakfast as well; and we are looking forward to your next visit to the area!
We saw a youtube video about Gatlinburg, and the couple stayed here and said how nice it was, so we took their word for it- YAY they were right! The accommodations and location were perfect, especially for the price.
Hi lspencer31415, Thank you for sharing your rating of our SureStay Plus Hotel By Best Western Gatlinburg hotel. It is great to hear of how you enjoyed the value and the convenient location of our hotel! It is very heartwarming to learn that you enjoyed your stay with us. We hope you're looking forward to your next stay as much as we are! Have a great day ahead !
Location is great, love the river sounds at our balcony. Rooms are not up to Best Western standards and the staff is not good. The elevator broke during our stay and several family had to walk up and down 7 flights of stairs with young children. I am only giving a 3 because of the perfect location.
Hi catdelgado875, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We take pride in our location, though your impression of our cleanliness is quite distressing. Our housekeeping staff is held to a very high standard and we appreciate that you've informed us of a need to address housekeeping policies and procedures. We will fix your complaint about the elevator and already reported it to our maintenance staff. Please keep us in mind for your next stay in the area.
I was frustrated by the lack of a hair dryer in our room. I was told by the front desk that all of them were removed during a renovation a few months ago and haven't been replaced. I also found the 1 bottle (3/4oz) of shampoo for 3 adults a bit ridiculous. Adding to my frustration housekeeping took the empty bottle out of the shower, put it with the unused mini bottle of lotion on the vanity and didn't leave any more. The room was acceptable…though I have never seen a 4' fluorescent fixture hung over a sofa bed, which had dirty cushions.
Hi Karane F, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We do apologize for the lacking amenities that you have mentioned such as the hair dryer, and for any inconvenience that may be caused to you. Allow me to forward your concerns to our management team so they can discuss this at one next meeting. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. We hope you'll return someday to see how we have addressed and improved upon the issues that you have expressed, thanks to your valuable feedback.
We were here only one night but were very pleased with cleanliness and friendly service of the reception staff. I had spoken to staff twice before arriving and needed to change my reservation. She did this promptly and was very accommodating. Room are VERY spacious, updated, and very clean. Excellent value for this great location from which we walk to all Gatlinburg downtown attractions and restaurants.Several excellent restaurants within a 3-5 minute walk. We had stayed here prior to current ownership and before the adjacent building was constructed; unfortunately the new hotel has destroyed the prior great view of the city; this is my biggest disappointment with this property. I definitely would stay here again.
Hi 438phillipb , Thank you for completing our guest satisfaction survey. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience as good value for your money. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!
We loved our stay here. Our room was large, clean, comfortable bedding, balcony overlooking the river. It is a block from the Peddler Steak House which is a don't miss. It is within walking distance of down town Gatlinburg, Tn.
Hi Pam H , Thank you for your kind comments and review regarding our high standards of cleanliness and great to hear how you have loved our spacious room. Our ultimate ambition is to provide a five-star experience, and we are thrilled to learn that we have succeeded. We look forward to serving you again and giving you another five star experience.
Upon arrival our room was the only room left at the property . Keys were assigned, at rooms entry we were met with several large 1-2” cockroaches on the floors and walls . Stains on the floors and sofa. Used towels still hanging in the bathroom. Last room in the hotel and no options to change.
Hi Erictbird1 , Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. Your description of what you witnessed the cleanliness of facilities, and especially about the bug is distressing. Rest assured that we respond to all claims of a pest/bug issue with prompt and professional action. We will forward your review to management for their attention and action. We appreciate you giving your feedback about your recent experience in our hotel and we thank you for bringing a number of important matters to our attention.
Lobby restrooms locked up. Room had no water pressure. Was told room was river view it was more like a small creek. There was no soap dish in shower had to set everything on floor mirror in bathroom was broke. Bed was hard as rock pillow cases where rough as sandpaper. The vending machine was broke so there was no way to get water or anything lease to drink. Breakfast was supposed to be available at 630 but it was not. The only good thing about this hotel was the lady who worked days she was very nice and willing to help.
Hi Explorer62239947556 , Thank you for taking the time to share your experience! I am so sorry to hear about the difficulties that you experienced with the bed , pillow case, and vending machine. We want our guests to enjoy and to find our amenities to be accommodating and convenient. I am sorry that we failed to do this during your most recent stay. We will address the maintenance task right away for the benefit of our future guests, which hopefully will include yourself.
The town was crazy because of peak fall time and a big fire downtown so we were glad we stayed here because it is close enough to walk to everything in Gatlinburg. Driving was a nightmare. The room was huge and the balcony over the stream was so relaxing. Very clean and the office folks were very friendly. We saw this hotel last year when we stayed at Paek Place Condos across the street and thought we would try it. Glad we did and we will be back.
Hi RoseB370 , Thank you for leaving your five-star rating of our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We hope to impress you again during your next visit and we thank you for sharing your experience.
Our stay was horrible The hot water in the shower never worked and no one was concern. After reporting this to 2 staff members i was told to just let the water run for about20 minutes before getting in and it will get hot, WHICH IT NEVER DID. I could not get a refund to go to another hotel. Please DO NOT plan to stay in a SURESTAY Hotel especially in Gatlinburg Tn
Hi Didipreston , Thank you for taking the time to complete our survey and share your experience! We apologize for the issue with the hot water, we have raised this concern to our maintenance manager for immediate action. Your comments and feedback will help us to recognize our strengths and improve upon our weaknesses. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!
Great location. Can walk to most attractions. Good breakfast fare with hot food. Pleasant staff. Refrigerator and microwave in room gave us options for snaking. Nice babbling stream below our balcony. Had a good quiet night's sleep!
Hi Michael , Thank you for your compliments to our staff hospitality, breakfast layout, and were glad that you found our location to be convenient. It's good to hear from you and we greatly appreciate that you've taken the time to share your five star experience at our hotel! We are very happy to learn that your stay was so peaceful, and we hope to see you again soon!
The room was extremely large the housekeeping very nice, greeted the time we enter the door what a wonderful stay, close to the strip the mountains are so exciting trail walkI can't say enough about our stay
Hi Queen , Thank you for your kind comments and 5-star rating! It is heartwarming to hear of how our efforts to impress you with our hospitality, comfort, and convenience have been successful. We're glad you had a great time with us and we look forward to serving you again.
We stayed in a King Suite on the 4th floor for 4 nights. A balcony with a stream off the back of our room. The room was all up to date. The room was very big. King Bed, then a couch, then TV mounted on stone, dining room table. Bathroom was large as well. We are so happy with the room and our stay. Breakfast is top notch with scrambled eggs, bacon or sausage, pancakes, cereal, fruit, yogurt, hard boiled eggs. Perfect Stay!
Hi Kim , We are happy to hear you had an awesome experience and we can't thank you enough for your five-star rating of our hotel. We are very pleased to learn that you enjoyed the breakfast offered at our hotel. We greatly appreciate the time you've taken to rate our hotel and we look forward to your next visit.
We had a great hotel with a balcony overlooking a stream that had a bunch of geese in it every morning and evening. Everything worked properly and like the sliding glass doors for the shower. Slept very well on their beds. Only thing I would like would have been some vending machines for some late-night snacks. But gas station was only a couple blocks away and easy to walk to.
Hi Mysampson , Your comfort and convenience are our top priorities, and we thank you letting us know how we have been successful in our efforts to impress you. It means a lot to hear from guests who are satisfied with all of our services and amenities. We can't begin to tell you how much we appreciate your five-star review, and we can't wait to serve you again!
The price is competitive. It is close to the "main street", and at the "top" of it so you walk down and walk back it it's perfect. And, the rooms have a patio - private - that overlook the river. I loved that.
Hi Robert , Thank you for your high rating of our hotel and for taking the time to share your experience! It is great to hear of how you enjoyed the value and you found the location to be so convenient for your needs. We look forward to welcoming you back during your next stay in the area.
SureStay Best Western was on the last road before The Smoky Mountain National Park. It is close to all the Gatlinburg shops and restaurants. It is clean and comfortable. It has a nice little buffet breakfast for free
Hi Bbam , Thank you so much for your feedback and kind words regarding the five-star service and accommodations that you received during your most recent stay with us! We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. It is great to hear that you enjoyed the breakfast, as well; and we are looking forward to your next visit to the area!
Loved this Best Western a lot better than the others I have recently stayed at ! Made my vacation great ! You should give this one a try . If you are budget minded and still want clean 5 star this the place !
Hi Forftuff , We are happy to learn that you enjoyed the value and thank you so much for your kind review regarding our high standards of cleanliness. We seek to give each guest a very comfortable and accommodating experience and we are thrilled to hear of our success in this ambition. It was our privilege to do business with you, and it would be our pleasure to continue serving you. We can't begin to tell you how much we appreciate your five-star review, and we can't wait to serve you again!
Location was good, close to downtown area. Room was spacious, clean. Loved balcony. Only issue was walk in shower. Door wouldn't stay shut during taking a shower. No hot water. Was only booked for one night, decided to stay for two. No issues when asked to stay an extra day. Pool needed cleaned though. Breakfast was great. Nice area to eat breakfast.
Hi Lorileab, Thank you for completing our guest satisfaction survey and sharing your experience. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. We apologize for the inconvenience the door and the lack of hot water has caused. We assure you that the pool is cleaned on a regular basis, including weekly special treatment and I want to apologize for the temporary dirt in which you found it. We will address the maintenance task right away for the benefit of our future guests, which hopefully will include yourself.
Steer clear of this hotel /motel. This place is a dive. I didn't book this hotel directly, it was through a program (that I won't name) that recruits individuals so that they can listen to a time share program. Since I trusted the people that booked the hotel for me, I didn't do my due diligence and research it. I was highly disappointed once I arrived. Best Western should remove their association from this property because I am sure that they would be horribly embarrassed to see the conditions. I travel extensively and I stay at higher end hotels so that when I pulled up, even without entering, I was disappointed. I do not like staying at motel-like hotels where the room doors are on the outside. There is nothing appealing about the exterior of this location. I immediately regretted the fact that I didn't do any prior research before my arrival. The desk clerk was not welcoming at all. He was very matter of fact and quite frankly appeared as if ‘we were bothering him.' This place should be labeled as a motel that offers a light breakfast each morning. That's it – that's all. When I got to the room, I was even more disappointed. It's one of those rooms that has the bathroom sink basin outside of the bathroom. I do not like this design. I feel that bathroom utilities should be located in the bathroom. I don't know who thought of this design but it is horrible and offers no privacy. While the room appeared to be clean overall, it was stale, musty and dark. I went to open the curtains and the room overlooks the small river and you're looking at the patios of the Bear Claw Resort. You can't keep the curtains open because there were no sheers under the curtains to offer any kind of privacy so, you'll need to keep the curtains closed so that the occupants of the hotel across the way don't have a direct view inside of your room. So, the room will remain dark and that simply doesn't appeal to me. I opened the patio door which by the way would have been nice if it had least had a window or was made of glass but it's simply a steel door. The door does offer soundproof so that you don't have to be bothered with the rushing sound of the river but, if you keep it closed again, you will not have any light entering the room. Here are my complaints: (Unfortunately, I didn't grab pictures.) The stairwells are filled with spider webs and dead insects. The A/C in the room sent a mildew smell throughout the room. Even after I sprayed it with Lysol. The parking lot is too small. I came back one night after an evening out and couldn't get a parking space. The carpet in the room is filthy. I walked around in white socks and the socks absorbed all of the hair and dirt that was embedded in the carpet. It seemed as if they didn't even vacuum. When they ‘clean' your room, they will not provide any more soap or lotion and they never provided enough towels. I always had to ask for them. The pillows and bed linens need to be thrown away; they have seen their best days. If you're the type of individual that is looking for a hotel to simply lay your head because you'll be gone all day vacationing – this place may be perfect for you. If you're like me and prefer hotels that actually have a hotel lobby; has a few amenities i.e., Concierge, room service; a coffee shop and a restaurant, then steer clear. This place is not for you. I did not enjoy staying at this hotel at all! I will not stay here again.
Hi Imalryt , Thank you for sharing your experience, and we are sorry we didn't provide the level of service that you've come to expect. We want to sincerely apologize for the negative experience that the room and amenities were not properly and thoroughly cleaned and maintained according to the high standards of our housekeeping and maintenance staff. We assure you to forward this concern to the management for their attention and action. Please give us another chance to serve you better as we promise a more pleasant stay.
If you are looking for a clean, relaxing hotel in Gatlinburg, this is it. All rooms have large balconies over looking a free flowing stream. The main strip is within walking distance. I enjoyed it so much I'm going back next week!
Hi Lori , Thank you for taking the time to let us know how you enjoyed your stay with us! We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable, and convenient experience. We can't begin to tell you how much we appreciate your five-star review, and we can't wait to serve you again!
Staff, service, and amenities were terrible. Both front disk shifts (day and night) were unprofessional and extremely rude. Our room did not have enough towels and was dirty. We asked the front disk for additional towels, but they refused to provide them. Every hotel provides two keys for your room, but this hotel gives only one. I do not recommend this hotel to anyone.
Hi Lava , Thank you for pointing out the issues with housekeeping so that we can work to improve upon this aspect of the guest experience at our hotel. You expect and deserve a completely clean hotel room every time you stay with us. We are sorry for any rudeness or insult that you encountered with our staff. Our team is working hard to make sure our guests are comfortable and are receiving the best service. We are in the process of retraining our staff to further better our services in handling our valued customers. Rest assured that in the coming days, we will be offering a much better stay.
I booked this because I got a really great rate. I was doubting my decision when I pulled up. On the outside this hotel looks a bit neglected. However, the rooms and lobby area are all nicely updated. The rooms are large with private balconies overlooking the stream (and the balconies of those staying at the hotel directly across the stream). Breakfast was very nice. I would stay here again.
Hi Seth , We would like to thank you for your wonderful review and for noticing the recent updates that we have made to our hotel. I am happy to learn that you enjoyed the value and the breakfast of our hotel! We are glad your stay was comfortable and we look forward to your next visit!
Splitting time between the Smokies and the glitz and glamor of Gatlinburg is easy staying at this Sure Stay Best Western. Located on the east side River Road, two blocks off the main street, with free parking and easy entrance to the National Park - you can do both !! The river which glides through Gatlinburg is at your back porch and the National Park entrance is blocks away. Nightly noise is not a problem because of the location and ease of venturing afoot to shops and venues is steps away. whether fishing, hiking, exploring the Cherokee reservation, the parkway sightseeing or taking the family on rides or to events inside Gatlinburg - you can enjoy it all from this Sure Stay Best Western !!
Hi Plkbd , Your comfort and convenience are our top priorities, and we thank you letting us know how we have been successful in our efforts to impress you. We are all pleased to learn we were able to make you feel comfortable and that our services and accommodations lived up to your expectations. We look forward to serving you again!
Great trip to the smoky mountains, hotel was clean and updated. Friendly staff that was there to help anyway they could. Location was great, just off the main strip so it was quick to sit outside and listen to the creek.
Hi Info , Thank you for leaving your five-star rating of our hotel. We are thrilled to hear that you enjoyed our convenient location, our high standards of housekeeping and our friendly and welcoming staff. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!
This is a nice, clean hotel with friendly staff right next to the Gatlinburg Trail of the Great Smoky Mountain National Park. Nice pool. Breakfast included. Quick walk to all the restaurants and shops of downtown Gatlinburg. Would definitely stay here again!
Hi Tracy, Thank you for giving us the opportunity to recognize our staff for their exemplary work in providing a clean and comfortable experience for our valued guests. Our staff is highly trained to give you an exceptional experience, and we are very pleased to learn that we achieved this goal during your recent stay. We only wish to give nothing but the best service to our guests and to know that we have accomplished such a goal gives us great joy.
The view from balconies is great. The rooms are very clean and spacious. This hotel is in a great location. The front desk staff was very friendly and helpful. They offer a full breakfast with bacon, eggs and pancakes.
Hi Regina, We appreciate your compliments on our comfortable bed and spacious room. It is our earnest desire to keep you satisfied with our services, cleanliness, staff hospitality and we are thrilled to hear of our success in this ambition. It is great to hear that you enjoyed the value as well; and we are looking forward to your next visit to the area.
The room I had was phenomenal. It had a living room with big screen tv, eating area and a separate bedroom with two queen beds. It had a balcony where one could watch or sit and listen to the Pigeon River ripple over the rocks. Probably the lovliest room I have booked in years. The staff was more than helpful and accommodating. It it just off the Parkway by only a block so it is easy access to everything. The only thing that could make this place any better would be to extend the breakfast to 10:00 A.M. Being a very senior citizen I am a bit slow in the mornings so I missed breakfast.
Hi Kathy, A big thank you for leaving your five-star rating of our hotel. We value our customer's experience. That is why we always make sure that our facilities are in good shape to provide our customers with the best we can offer at a reasonable price. We can't begin to tell you how much we appreciate your five-star review, and we can't wait to serve you again!
Great place off the main strip that was easy driving too and close walking distance to the strip. Had a great balcony over looking a creek and was hoping to see a bear walking down it looking for food.
Hi Bobarnsperger, Thank you for your kind comments and 5-star rating! It is so rewarding to hear that we were able to provide a comfortable and convenient experience. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!
Room was clean and very nice. Loved hearing the creek outside when the door to the deck was open. Kids enjoyed the pool. Convenient to downtown Gatlinburg, but just far enough off the beaten path to be quiet.
Hi Kpppp, Thank you for sharing the fun experience that your kids enjoyed at the pool. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable, and convenient experience. We are so glad that your stay was enjoyable and we can't wait to give you another five-star experience!
Great location, easily walkable, very clean, comfortable bed, balcony overlooking river, good breakfast, great price. This hits all points any traveler would want. Staff are very professional and friendly
Hi Bladze, Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! I am so glad that you found our hotel to be clean and convenient and that you enjoyed the five-star accommodations and hospitality that we strive to show to each guest, during every stay. We hope to impress you again during your next visit and we thank you for sharing your experience.
Hiking A-Trail stayed there to safe money and found the SureStay excellently priced and very convenient. Room was spacious enough for two easily, beds very comfortable, breakfast excellent. Highly recommend it.
Hi Mlm, Thank you so much for your feedback and kind words regarding the five-star service and accommodations that you received during your most recent stay with us! We are grateful for your positive review and for withholding your valuable recommendation of our hotel to others. It is great to hear that you enjoyed the breakfast , as well; and we are looking forward to your next visit to the area!
We stay at this hotel EVERY time we come to Gatlinburg! I wouldn't stay anywhere else! The hotel is ridiculously close to ANYTHING in Gatlinburg, the breakfast was hot and wonderful, the cafe attendant was so friendly and accommodating and the front desk was amazing! We love the redo, new decor...the views from our rooms were amazing, and there's nothing like waking up in the morning to that beautiful stream outside our patio... seriously LOVE THIS PLACE!
Hi Rdodds, Thank you for giving us the opportunity to recognize our staff for their exemplary work in providing a comfortable and convenient experience for our valued guests. It's good to hear from you and we greatly appreciate that you've taken the time to share your five-star experience at our hotel! We are glad that we were able to meet your expectations of service and accommodations and we're all looking forward to your next visit!
This hotel has a lot of potential. We are priority BW folks and chose here. Unfortunately, there is nothing on the website that tells you this place is under a huge remodel. There is a crew here remodeling. Our first evening, they were sawing the old showers into pieces with a Saws-All. It was deafening, until after 6 pm. The Front desk did well to place us far away from the work, but then we were up against the elevator that literally rattled the entire room when used. We could not use this room to relax. I only saw housekeeping here once during our stay. We had to re-clean our room, as it appears nobody did a deep clean after our room was remodeled, there was work dust everywhere. Someone boiled over a Latte in the microwave, and we had to clean that as well. Here are my thoughts: If you are going to use this room to explore by day, come back late in the eve, then this might work. We were on a multi-week trek across TN, so we needed some recovery time. This is not the place. Also the breakfast worked, but in my experience with BW hotels w/ breakfast, there is a rotation of items. Not here - same scrambled eggs and sausage every day. I hope my review is helpful, it's not intended to slam this place, as there were some positives - Front Desk and staff were nice and accommodating, because we needed to leave a day early. The location works too. There were families here that seemed to enjoy this, so maybe it will work for you.......
Hi Mdpurcell, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We are sorry that your room was not properly and thoroughly cleaned Rest assured that our housekeeping staff is held to a very high standard and that your comments are being addressed. Your words also mean a lot to us and will help us to recognize our weaknesses during the renovation process. We do appreciate the compliments to our front desk staff ! We hope you'll return to see how much we've grown through renovation and through addressing valuable feedback like yours.
We love the location of this hotel and it's reasonably priced! We have been staying in this hotel since 2017. The updates are looking good. More still needed. We will be back for sure. We will continue to recommend this location.
Hi hrharmo, Thank you so much for your feedback and kind words regarding the service and accommodations that you received during your most recent stay with us! It is great to hear of how you enjoyed the value and the convenient location of our hotel! We are grateful for your positive review and for withholding your valuable recommendation of our hotel to others. We look forward to serving you again!
Hotel is close to town so you don't have to pay a fortune to park. Breakfast was on the very light side. Room was very clean and may have been recently remodeled. Might consider replacing some shower heads though. The important stuff is: room was clean, beds were comfortable and I had a great stay.
Hi C6600UNtimr, We would like to thank you for your wonderful review and for noticing the recent updates that we have made to our hotel. Hearing about how our efforts to give you a pleasant and accommodating experience have been successful is very rewarding for every member of our staff and management team. Best of luck on your trip and we look forward to seeing you when you return. Take care and stay safe as you travel back home.
This hotel is old and I give it 2 stars. Breakfast had green bananas, cereal, pastries and coffee. I booked Mon thru Sat. I could not arrive until Tues. I was charged 104.72 each night until Friday night and they charged me $342.32 for that night. They said to blame Expedia. I sent them a letter documenting all of it including Expedia. Surestay said it was taxes when Expedia called them. Never again nor do I recommend after this fiasco. Best Western has failed to respond to my letter. So much for customer service.
Dear pioneer649455, Expedia called me yesterday and as I explained to them you were charged exactly the rate you booked for. I looked over it closely. you were only charged for the 4 out of 5 nights you booked. Friday nights (especially in October when you stayed) are way more money than the weekdays. That is the way it is at ALL hotels in Gatlinburg. I checked you details on both Expedia end and our end and everything matched up. It is unfortunate that you don't seem to understand this.
Loved the river view and balcony. The showers are not for tall people. Bring your own shampoo. Great location for walking everywhere. The river view and balcony were exceptional. Loved just relaxing and listening and watching the river.
heatherharrell, Thank you for your high rating of our hotel and for taking the time to share your experience! We are happy to hear that you had a great time at our hotel and you found the location to be so convenient for your needs. We thank you for staying with us and we are hoping that we will see you again should you need a place to stay.
The hotel room was infested. The manager decided to act like I was bothering her, she was very rude & they would only refund us for 1 night instead of two, even having the documentation. I wouldn't ever stay here again.
964chelseyw, Thank you for your feedback. We sincerely apologize for the service you received from our staff at that time, which made your stay less pleasurable. Please allow us another chance to serve you better next time as we are investigating the matter with our staff. We are in the process of retraining our staff to further better our services in handling our valued customers. On behalf of our entire team, we would like to apologize for failing to exceed your expectations. We appreciate that you've taken the time to point out the possibility of a pest problem. Your comments are important to us as we continuously seek ways to improve the guest experience in our hotel. We do hope that you'll return to see how we are continuously improving to impress our guests more with each visit.
This hotel was worth the money. It is a block off the beaten path, but very safe. The room is spacious, beds were comfy, nice view of the mountain and stream from the balcony. Decent continental breakfast. New mattresses being delivered the day we checked out.
Lynn D, Thank you for sharing your perspective of our hotel's accommodations and services! We are so glad to hear from you and to learn that we were able to give you a pleasant and comfortable experience that is affordable to your budget! On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!
Room was very nice and spacious. Front desk gal was very nice and provided an upgrade due to our status as a best western member. However, the hallways were dirty, the elevator dirty and the ceiling in our bathroom was gross with something brown smeared all over it? Hallway tiles near the elevator were cracked and contained holes. Until they finish renovation, I would not recommend this hotel.
Disgusted1008, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We are very sorry for the cleanliness issues that occurred during your time at our hotel. We do strive to present a super clean property and were reviewing your comments with our housekeeping team to make sure all needed improvements are made. We do appreciate the compliments to our front desk staff and we are addressing our policies to prevent the housekeeping issues that you experienced from occurring in the future. Please keep us in mind for your next stay in the area.
We drive our Tesla every where we go and we always find charging being not an issue until we stayed at SureStay-BestWestern! To our surprise, this hotel did not have an electric outlet anywhere outside of the hotel!! We have stayed at several other Best Westerns and we have always found an outlet to charge our car overnight except this one. Hotel staff was helpless to find an outlet or to help resolve the issue. They seem like not bothered. Luckily we had Tesla Supercharger station a few miles away and so we were okay with car charging. Breakfast service was mediocre - just the bare minimum continental breakfast. Room was just average.
Vijay M, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. We are so sorry to hear about the inconvenience that you experienced due to the lack of an electric outlet. It's our primary goal to ensure that you receive the best lodging experience and we wish to let you know that your voice is extremely important to us. Also, we are sorry to hear that you weren't thoroughly impressed with our staff at that time. Our team is working hard to make sure our guests are comfortable and are receiving the best service. We are in the process of retraining our staff to further better our services in handling our valued customers. Rest assured that in the coming days, we will be offering a much better stay.
Stayed one night recently in November. The room was CLEAN, spacious, soft beds, excellent breakfast items, friendly staff, convenient location!!! I plan to return in December for another vacation at this hotel. Balcony room right on the water.
Hi Carrol S, Your five-star review means a lot to us! Thank you for the fantastic review! It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We loved being of service to you and hope we can serve you again soon.
this trip was amazing. the workers was so kind and helpful throughout our stay. We wouldn't stay anywhere else. The rooms were amazing and very clean. They provided breakfast and fast internet throught the stay.
hayleeshea2, Thank you for your kind comments and 5-star rating! We are so happy to learn that you enjoyed our staff's hospitality, breakfast service, and for letting us know how impressed you were with the cleanliness of our hotel. We hope to impress you again during your next visit and we thank you for sharing your experience.
This hotel is overpriced for what you get. The hallways elevator and parking lot we're literally a shambles. Entire hotel outside was in bad need of maintenance. The grab and go breakfast was pitiful,
jslentz9761, Thank you for completing our guest satisfaction survey and letting us know about your recent experience at our hotel. On behalf of our entire team, we would like to apologize for failing to exceed your expectations. Your description of what you witnessed around our facilities and the parking area is alarming and distressing. We will forward your review to management for their attention and action. Please keep us in mind for your next stay in the area.
This is one of the dirtiest places I've ever been in. The corners, the carpet, the deck and the surroundings. Don't waste your money here. I'll try to attach pictures. Plus the room was supposed to be $59.00 a night we were charged $92.00
X4069ZWednam, Thank you for pointing out the issues with housekeeping so that we can work to improve upon this aspect of the guest experience at our hotel. We are extremely alarmed to hear that you felt cleanliness wasn't up to par. Our attention to detail is usually exceptional but we apologize profusely for missing the mark this time! We treat cleanliness as one of our highest priorities, especially amid such a global outbreak where guests are all the more concerned about their overall well-being and safety. Upkeep and cleanliness are very important to us, and we want our guests to have a top-notch stay with us. Please keep us in mind for your next stay in the area.
This hotel was in a great location, the staff were super friendly! The room was huge and had a lot of room, the view of the river from our balcony was beautiful! Everything in gatlinburg is within walking distance. shower was tiny and no indoor pool.
Fuhleesha, Thank you for taking the time to tell us how our staff's efforts to provide a comfortable and convenient experience have been successful. We are glad that our services, hospitality, and accommodations exceeded your expectations and hope that you experience the same comfortable stay during your next visit! Yes, our hotel is located within short walking distance to the Gatlinburg attractions. Our management is always happy to serve you and we can't wait to see you again!
For the money the hotel was awesome. Custom service at the front desk was outstanding. Check in was very easy. The bed was very comfortable. Sitting out on the balcony at night listening to flow of the water was very relaxing. We will stay here again
Hi clockhart06, Thank you for sharing this heartfelt review of our hotel. It is heartwarming to hear of how our efforts to impress you with our hospitality, comfort, and convenience have been successful. Our team so excited to hear that we have been an important part of your travel convenience and we're all looking forward to your next visit
With more than 8 years of hotel nights, over 3,000 nights, I can safely say that I have never stayed in a room this bad. The only saving quality was the bed which was clean (checked with black light) and comfortable. This property should be checked carefully by BW corp. and I frankly suggest de-flagging this place as soon as possible.
Robert F J, Thank you so much for taking the time to leave such a thorough and insightful review regarding our room, amenities, and suggestions to improve the experience for our valued guests in the future. We also would like to ensure you that comments like yours are not taken lightly and we will act on these complaints seriously and will fix all problems as soon as possible. We take your business very seriously and assure you that management has taken all the steps to make sure that all the rooms are clean and our ultimate goal is to make sure each guest has a comfortable stay. The description of your stay is highly unusual and does not represent the level of high standards we all aim to achieve. We do hope you allow us another opportunity on a future stay to show you, how we used your overall comments to improve.
Lobby was grungy and felt dirty, as did all the public areas. The room was surprisingly large with an updated bathroom, beds were comfortable. Biggest issue in the room was an intense smell - perhaps from cleaner intending to cover up smoke? Breakfast was practically non existent - not even milk for cereal - grabbed a granola bar.
Hi LeeAnn V, Thank you for taking the time to share your experience. We sincerely apologize that your room was less than acceptable at our motel. We can assure you that this is not a typical experience. We continually strive to ensure that our rooms smell fresh and clean upon arrival. If you are unsatisfied with your room, we always try to relocate should the rooms be available. We are sorry that circumstances prevented you from asking for another room or letting us know that you were not happy with your accommodations as we certainly would do everything possible to correct the matter. We will also be working on improving our breakfast service, we promise better options next time. We hope that you will give us another opportunity to exceed your expectations should your travels bring you back to our area.
Both days we woke up with bad back aches. The hotel is located at the very end of the strip so walking anywhere is kind of hard, pool was nice and we saw a bear both days there. That was awesome! All in all this was below average for a Best Western. Next time we'll stay at the Best Western in Pigeon Forge. Much better for the money.
Hi dlester123, Thank you for taking the time to complete our survey and share your experience! We do apologize for the discomfort you experienced with our bed. It's our primary goal to ensure that you receive the best lodging experience and we wish to let you know that your voice is extremely important to us. We hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
I loved Gatlinburg! Hated this hotel. On our second day in the hotel I saw two cockroaches in our bathroom! I killed them right away. We had one more day to our trip so I didn't cancel the room. When we got home from our trip my husband went through all the luggage and found 2 bed bugs my suitcase! This hotel is cheap. You get what you pay for. A phone call was made to the hotel and they did not issue a refund for the bugs. We will never stay here again. Please pay a few extra dollars and stay somewhere nicer.
Hi lizlloyd954, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. The room was thoroughly inspected and did not find bed bugs but we still blocked the room for at least 48 hours to be treated by a bed bug heater for precaution. So even if there were no bed bugs the room was not being rented for 48 hrs. We take this business very seriously and assure you that management has taken all the steps to make sure that all the rooms are clean and our ultimate goal is to make sure each guest had a comfortable stay. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.
We stayed at this hotel recently, and were very pleasantly surprised. We booked an oversized room, and it was more than adequate for our needs. It was very clean and comfortable. That is number one in our requirements. The bed was firm and comfy. Also, the view in the rear is of a wooded area and a flowing stream. It's very picturesque. We had no disappointments, whatsoever. The breakfast room is small and somewhat limited in its grab and go offerings. But it has what you need for a satisfying quick breakfast. All in all, the hotel is very nice. It does need a little updating, but for a week's stay, it more than met our expectations. The staff was friendly and helpful.
Hi Louis S, Thank you so much for sharing your review and giving us an honest look at the guest experience in our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We are thrilled to hear that we exceeded your expectations and we look forward to seeing you again!
We were skeptical about staying at this hotel, we saw a lot of bad reviews. Luckily for us the reviews were not true. We had a great stay, the staff was friendly and very accommodating. The Wifi was great, I highly recommend staying in one of the Suites. We stayed for 3 days and did not have a single issue.
Hello arr0y0fam, Thank you for taking the time to let us know how you enjoyed your stay with us! We greatly appreciate that you've taken the time to tell us what a wonderful impression our staff made with their efforts to make you feel comfortable. We can't begin to tell you how much we appreciate your five-star review, and we can't wait to serve you again!
We have stayed at this hotel for years. Great service, rooms are clean, few minor things. Overall experience has been great. Would and have recomended to family and friends. Pool could use more tables with umbrellas and new chairs.
lindahutchins0930, Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! We can't begin to express how much it means to our management and staff to hear from guests like yourself who have found our accommodations and services to be so welcoming throughout the years. We also appreciate your suggestions for how we can continue to improve and we hope to see you again soon.
Check in was fast. Free parking available. Lock your cars in case there's a bear. Wifi available but we did not try it. We did not avail of the free breakfast either. Musty odor room + bed bugs. Room 210. Fair warning.
Mei L, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. The room was thoroughly inspected and did not find bed bugs but we still blocked the room for at least 48 hours to be treated by a bed bug heater for precaution. So even if there were no bed bugs the room was not being rented for 48 hrs. We take this business very seriously and assure you that management has taken all the steps to make sure that all the rooms are clean and our ultimate goal is to make sure each guest had a comfortable stay. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.
The place is away from all traffic, stores and restaurants in a quiet neighborhood. Considering the price and the distance from restaurants, a hot breakfast with at least toast, cereal and egg would have added some value.
K G, Thank you for your kind comments and review regarding our high standards of cleanliness. Your comments on how we can further improve upon the guest experience are also very helpful to us. On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!
A nightmare. Dirty moldy dusty bugs in room tub didnt drain breakfast area was dirty not as promised. Stains on walls linen towels tables floors kids feet were black from walking on the carpet. Room smelled a.c. broke in room.spiders ruined my whole trip. Sinus infection by the morning from dust an mold
MACCALL68, Thank you for taking the time to share your experience. Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. Our housekeeping staff is held to a very high standard and we appreciate that you've informed us of a need to address housekeeping policies and procedures.Lastly, we assure you to forward this concern to the management for their attention and action. Please give us another chance to serve you better as we promise a more pleasant stay.
Sink was stopped up,refrigerator was filthy, dirt came out of jet tub that didn't work, floor behind bathroom door had dirt. Room stunk a lot. Moisture smell of mildew. Bed was broke Light plate broke
Jeanette B, Thank you for sharing your experience, and We are very sorry for the inconveniences that you encountered during your stay. Your very detailed negative review of our facilities and cleanliness is rough to hear because our goal and our efforts are directed to bring the opposite results from what you describe. We will forward your review to management for their attention and action. We hope to see you again and that you'll finally be truly impressed with our improvements.
rooms were clean but amenities were old location was decent at the upper end of Gatlinburg small parking lot hard to get a spot after 9 continental breakfast nothing special fair location but room rate was too much for what you get will not pick this hotel again
tommystans, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are sorry to hear that you did not impressed with our amenities and the breakfast, but we're very pleased to hear your positive feedback regarding the cleanliness of our rooms. Your comments and suggestions will help us to recognize our strengths and improve upon our weaknesses. We are also forever working to improve upon the guest experience and we hope you will remember our attributes and return to see how we have improved to impress you even more.
The whole room was gross. You can tell they do not wipe or clean any surfaces. Toilet was dirty. Sink was dirty. My grandsons feet were filthy black after walking on the floor for just a few minutes. Clean your hotel up.
bethlynch58, Thank you for pointing out the issues with housekeeping so that we can work to improve upon this aspect of the guest experience at our hotel. You expect and deserve a completely clean hotel room every time you stay with us. All guest complaints are taken seriously, and we want to assure you that the problem you brought to our attention is being addressed. We also do engage in deep cleaning processes right now as guest satisfaction is our top priority. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.
The location was super for me, as I wanted to go the the National Park, and see the sights on the main street of Gatlinburg. The motel looked a bit old and run down, but it was clean, and looked like new carpet. My white socks stayed very clean.
Hello tommccreary79, Your kind compliments mean so much to us, and we thank you for taking the time to share this review. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience while staying with us near the National Park . We look forward to serving you again and giving you another five-star experience.
The rooms were filthy. I wouldn't recommend this hotel to anyone. I was embarrassed to have brought my loved ones here. There was some type of vomit like stain on the bed skirt, splatters on the wall, light switch, & counter tops. Basic cleaning skills.
dandilion603, Thank you for pointing out the issues with housekeeping so that we can work to improve upon this aspect of the guest experience at our hotel. You expect and deserve a completely clean hotel room every time you stay with us. All guest complaints are taken seriously, and we want to assure you that the problem you brought to our attention is being addressed. We also do engage in deep cleaning processes right now as guest satisfaction is our top priority. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.
Gross hotel. Very dirty. They have bed bugs, mold, and roaches. Owned by a Bill Jariwala. He is a hotel flipper and scam artist. All his hotels are DISGUSTING! The only reason this one is not worse is the manager and staff are doing what they can to upkeep it. He offers no support. I am adding his contact info in a pic. Please reach out and let him know how you feel. Bill Jariwala [email protected] [email protected] 910-484-8101
Thank you for taking the time to rate our hotel and to explain your experience. The room was thoroughly inspected and no bed bugs were found and also the room was rented out, with no further complaints. We want to assure you that we are thoroughly investigating this claim and that although we have not found any evidence of a bug infestation, we are taking the necessary precautions to ensure that nothing is missed. We want to assure you that we respond promptly to pest alerts with expert extermination services and also treat to deter pests on a regular scheduled basis. We take this business very seriously and assure you that management has taken all the steps to make sure that all the rooms are clean and our ultimate goal is to make sure each guest had a comfortable stay. Again, thank you for your time and feedback. We sincerely hope you will give us another chance to provide you with superior service and accommodations on your next visit.
Very poor in quality, rooms are large but furnished with far less than quality! If you like spiders the railing outside the rooms are filled with spider webs and spiders! The pool area is not maintained, broken chairs the pools is dirty, floating items in the pool, strainer had a rip so I could not get the floaters! Breakfast is a very poor joke, show that the owners are taking full advantage of the Covid crap to offer junk so you would need to go out for something to eat.
Edward C, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We assure you that the pool is cleaned on a regular basis, including weekly special treatment and we want to apologize for the temporary dirt in which you found it. Further, any issue related to insects is promptly addressed through professional treatments right away. We are working to take care of all of the issues that you addressed and we thank you for taking the time to share your experience.
It was in a great location. The room was ok for the price you pay. I would stay there again. Front desk was very friendly. Did have a smell and could of been cleaner for me. Not sure what else to say. You get what you pay for. Thank you
Hi martzam539, Good day! Thank you for taking the time to tell us how our staff efforts to provide a comfortable and convenient experience have been successful. I am excited to hear that we have been an important part of your travel convenience. Our management is always happy to serve you and we can't wait to see you again here at the SureStay Plus Hotel by Best Western Gatlinburg !
The whole room was dirty upon check in. The bathroom had splatter all over the mirror, used soap, used towels, and trash in the cans. The shower handles had black mold close the handle and the bottom of the curtain had mold.The beds were made, but slept in. They had hair and a sock in the bed. The room smelled dusty and musty. The chairs had spiderwebs underneath them. The pull out couch was busted and unusable, which even if it was usable, you wouldn't want to sleep on it because The mattress was covered In Red and brown stains. There were dead bugs on the floor and dust in the windowsills. The microwave had food splattered in it and the fridge was splattered with food on the outside. One of the end tables had a busted missing drawer and was turned sideways to hide it. The best part though was the exposed outlets the mattress were pushed up against. Lastly, the security latch for the door was missing, so anyone could use a card to break into your room. The staff gave us a discount for the dirty room, but I don't see how they think they can justify charging $200 a night for a room like that. I manage properties and it it would literally cost less than $200 to fix the problems with this room. I mean it doesn't cost anything to have deep clean rotation. You can get outlet covers for like 10 cents. No excuse for how poorly this is managed. By the way this is room 604, so ask for another room if you decided to stay here anyways after this review.
Clover87, Thank you for taking the time to share your experience. Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. Our housekeeping staff is held to a very high standard and we appreciate that you've informed us of a need to address housekeeping policies and procedures. Lastly, we assure you to forward this concern to the management so we can improve. Please give us another chance to serve you better as we promise a more pleasant stay.
The gentleman that checked us in and was on duty for much of our stay was a real blessing...I am a disabled veteran traveling with a service canine. I have heart disease, copd, and suffer from severe ptsd. My wife has a back injury and arthritis. The gentleman on duty put us in a room farthest away from other guests and any potential noise, on the lowest floor, closest to the stairs, but only a very short walk to the elevator for my wife. He must have somehow sensed our needs and made sure we were exactly where we would be most comfortable. I am extremely grateful for him going the extra mile to make our stay absolutely perfect.
Hi G5221QGstephenb, Greetings from SureStay Plus Hotel by Best Western Gatlinburg. Thank you for taking the time to share this five star experience with our management, staff, and future guests. I'm glad that our services, hospitality, and accommodations exceeded your expectations and hope that you experience the same comfortable stay during your next visit! Wishing you a safe and beautiful journey as you travel back home. We will happily share your comments with our staff and we look forward to seeing you soon!
The hotel was definitely understaffed and still doing the no room cleaning and limited breakfast thing, though much of the Gatlinburg and surrounding areas had no restrictions. When we got to our room, the knob on the door's security latch was missing. This was important to us, primarily because the doors were exposed to the exterior of the building. They offered for us to switch rooms the following morning, then called back and said they actually did have one we could move to that evening. Which we did. The floors were dirty when we checked in and when we asked to have them cleaned they said “only after checkout”. The one and only electrical outlet in the bathroom was inoperable, as were a couple of others in the room, so no blow dryer for me! The bathtub was not draining water, so the bottom of the shower curtain was soaking in the dirty water of who know how many people who came before us while we were showering. Lighting was poor where the full length mirror was (not good for hair and make up) and also where the table and chairs were situated. There were only three light fixtures in the this big room, other than in the bathroom and on the night stands. The table, a pedestal table, was wobbly and we were unable to stabilize it, so we ended up with spilled coffee and tea everywhere and it was difficult to play cards with bottled water on it. There was no lighting at the desk and the chair there was missing an arm, so working there was difficult (we had one person working remotely with us). The mini fridge looked clean, but smelled terribly, so I don't know… Checking out early (because I paid with Best Western gift cards) turned out to be a 45+ minute affair as I have been standing here writing this review while waiting for the front desk to get it done with help from technical support… and also taking calls and assisting others at the same time. On a positive note, the front desk did get the gift cards refunded, she said, so that's good, and they worked just fine when we check in to another hotel 7 miles down the road.
lorindam835, We want to thank you for sharing your experience, though we are very sorry the cleanliness of your room wasn't up to our typical standards and I apologize for the negative impression we gave you. We will use your comments as a training opportunity with our housekeeping team. I will make sure we address the bathtub, electrical outlet and cleanliness issues you noted, and I hope you will allow us another opportunity to impress you should you return to the area.
Will not stay here again. There were dead ladybugs along all windows (sweep them up!), dead bugs in the light fixtures (clean them), bugs inside balcony door, I killed 1 roach (who knows how many more there were), mold on picture by windows, door frame by balcony door rotting from water damage, mold on bathroom ceiling tile, downspout on balcony missing/broken, in certain light there was a visible line of water damage to carpet, mold/musty smell (car air fresheners hooked to heating/air conditioning units to cover it up), and elevator was loud in room and kept us awake.
telekclan , Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. We thank you for taking the time to share your experience and we want to assure you that the housekeeping issues which you have brought to our attention are being addressed with renewed efforts to improve upon our policies to ensure that each guest has a pleasant and comfortable experience in the future. We hope you'll return someday to see how we've grown thanks to valuable guest feedback.
Hotel is showing it's age, but the price was good, especially since our visit was during spring break. Perfect location if you are spending all your time in the Smoky's as we did. Hotel is literally at the base of the park and at the edge of town. Everything is accessible from here.
Hi Bcddd, Good day! Thank you for taking the time to share your experience with us! It is great to hear of how you enjoyed the value and you found the location to be so convenient for your needs. On behalf of our entire staff of SureStay Plus Hotel by Best Western Gatlinburg , we thank you for your business and we hope to see you again when your travels bring you back to the area!
Upon check-in, the attendant didn't have a mask on. She was behind a plastic barrier, so I let it slide. Hotel was dirty anywhere you looked, corners filthy and the floors very sticky, no bathroom in the lobby area. Got to the room with my wife and as I was unloading car she decided to lift up the mattress corner and found bugs between the mattress and box spring! Went down to the lobby and had the attendant come up to the room and confirmed that yes there were bugs between the mattress and box spring. She moved us so we had to be changed and to another dirty room. Walked out on the shared balcony to be met with spiders hanging off the railings and chairs. The next morning we met with a different front desk person in the morning, and stated he would need to speak to manager for refund. She wrote his name down on our receipt and did NOT receive so much as I'm sorry for your inconvenience. What they call “breakfast included” consisted of small bottled water and granola bars that have been sitting there for awhile, and they aren't abiding by any COVID protocols, the food was in boxes and you pick it up and put it in your own bag! ALSO, there is a reason the photos you see are taken from a DISTANCE! or the property from a long time ago! Expected Best Western to be better than this. Not giving zero because it's not an option. Would never stay here again and I DO NOT recommend it to anyone. Finally, to the management of the hotel and the Best Western people; don't reply this review with an automatic response and do something about it. It's urgent, CLEAN THIS MESS UP! DONT risk it! Dirty, filthy...but...you do get a view of the river! (Ha!) Serious note though...they aren't abiding by any COVID cleaning protocols, I can guarantee you that.
lhb9707, Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. We thank you for taking the time to share your experience and we want to assure you that the housekeeping issues which you have brought to our attention are being addressed with renewed efforts to improve upon our policies to ensure that each guest has a pleasant and comfortable experience in the future. We understand your sentiments regarding our staff did not wear a mask at that time and we take it very highly. Allow me to forward your concerns to our management team so they can discuss this one next meeting. Rest assured that we are doing the best we can to provide you a safe space for your stay. We are all looking forward to seeing you again! Kind regards.
Save your money. Black mold on the ceiling in the bathroom. Blood stain on the fold out bed. Door latch broken so you couldn't securely lock the door at night. Would not stay here again even though we plan on coming back
lindsaystanley29, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. I am sorry that your room was not properly and thoroughly cleaned and maintained according to the high standards of our maintenance and housekeeping staff. We hope that you will change your mind about giving us a second chance and that you will someday return to be impressed by the changes we've made.
My wife and I stayed here even though we saw the reviews that noted it was struggling a bit. We got what we paid for, which is good value if you understand it is a two star hotel, in the process of fixing itself up. Most important: our room with king bed had newish carpet and the bed/pillows were comfortable and at the end of the day, that's what we cared about most. The front desk clerk was attentive and pleasant.
Hi 211hankh, Greetings from SureStay Plus Hotel by Best Western Gatlinburg.Thank you for letting us know how impressed you were with our carpet and the bed/pillows. Hearing about how our efforts to give you a pleasant and accommodating experience have been successful is very rewarding for every member of our staff and management team. We will happily share your comments with our staff and we look forward to seeing you soon!
A real disappointment. Hotel was dirty anywhere you looked, corners filthy and the floors very sticky. Incredible but true, the front desk person greeting was to not call her because all instructions were given upon arrival. In the first room we got, the toilet wasn't working properly so we had to be changed and to an even dirtier one. We never saw housekeeping even though I requested them to come clean twice, so we asked for a disinfectant spray and clean the room ourselves. What they call “breakfast included” consisted of small bottled water and granola bars that have been sitting there for a long long time. Expected Best Western to be better than this. Not giving zero because it's not an option. Would never stay here again and I DO NOT recommend it to anyone. Finally, to the management of the hotel and the Best Western people; don't reply this review with an automatic response and do something about it. It's urgent.
wilsonv677 , Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. We thank you for taking the time to share your experience and we want to assure you that the housekeeping issues which you have brought to our attention are being addressed with renewed efforts to improve upon our policies to ensure that each guest has a pleasant and comfortable experience in the future. We will use your comments as a training opportunity with our housekeeping team. We hope to see you again and to impress you with our improvements.
If I could rate 0, for wasting mine and my tired family's time- I would. We're now driving straight through on our road trip because of these scammers.... Upon check-in, the attendant didn't have a mask on. He was behind a plastic barrier, so I let it slide. My daughter had to go to the bathroom pretty badly, as we were arriving from the road. The attendant said they didn't have one in the lobby, which he then decided we could use the bathroom off of their normally opened breakfast/concierge area. We should have left then as the bathroom that he did let us use had beard hair all over the inside of the sink, as though someone is using it as their personal grooming bathroom. Got to the room with my husband and 3 kids and it was pretty dirty. We were exhausted from driving 13 hours, it was late, and really still looking forward to seeing some of Gatlinburg the next morning, so I let it slide- we only really planned on sleeping and then heading out. I took one of the rags and wiped down the whole floor, counters etc and called it a day. The shared balcony also had a door handle that looked like it had been broken into, but I shoved the chair in front of it. Got up an hour after getting into bed to a roach crawling across the bathroom floor. Packed up and headed out immediately. Different front desk person, who was masked thankfully, stated he would need to speak to manager for refund. He called me back within minutes of leaving the hotel stating that he got the charge refunded and that he understood, was sorry and was hoping himself that management would start taking this problem seriously. He's probably the only thing worth any weight at this place- he should really consider finding a different job where he could have pride in the establishment he's representing. DONT risk it! Dirty, filthy...but...you do get a view of the river! (Ha!) Serious note though...they aren't abiding by any COVID cleaning protocols, I can guarantee you that. ALSO, the photos you see here of the property aren't real or are old AF.
lacielu0112, We thank you for taking the time to share your experience and we want to assure you that the housekeeping issues which you have brought to our attention are being addressed with renewed efforts to improve upon our policies to ensure that each guest has a pleasant and comfortable experience in the future. I apologize for the inconveniences that you experienced and I want to assure you that we are continuously improving through guest feedback and suggestions. Your voice is very valuable to us and we hope you will return to experience the improvements that we are continuously making to improve upon the guest experience with every stay. We are doing our very best to make sure your are safe. Best of health!
Upon check in they had no keys, told us that the sofa sleeper allegedly broke that day and we would have to use a roll away bed . The room stank, had water leaking in from the ice machine and the furniture was all terrible . Broken chair, table legs broken with sharp edges exposed. Very disappointed. The breakfast is also just a pile of Otis Spunkmeyer muffins and green a bananas.
237ernestt1234, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. We want our guests to enjoy and to find our amenities to be accommodating and convenient. I am sorry that we failed to do this during your most recent stay. We hope you'll return someday to see how we have addressed and improved upon the issues that you have expressed, thanks to your valuable feedback.
My wife and I stayed here for a Christmas trip to the Smokies. Location was perfect for us being so close to the park entrance. Our main interest was to go hiking in the park (in the snow).The room more than served it's purpose. It was comfortable and large enough to accommodate all of our hiking gear. We enjoyed the view of the river after the fresh snowfall. Would definitely stay here again. Was a good value for the money spent.
Hi sad3328, Season's Greetings to you and your family ! Thank you so much for your kind comments and review regarding your most recent stay with us. It is so rewarding to hear that we were able to provide a comfortable and convenient experience while staying with us near the park. We look forward to seeing you and your family again here at the SureStay Plus Hotel by Best Western Gatlinburg!
I booked room for convenience to Gatlinburg, which was great. But the room was not clean, thank goodness I had my Lysol wipes. Me and my husband had to clean and wipe down everything!! We should have just left and went elsewhere but after spending 2 1/2 hrs in backed up traffic (which is usual) we didn't want to get back out.
msfrntrw, We want to thank you for sharing your experience, though we are very sorry the cleanliness of your room wasn't up to our typical standards and I apologize for the negative impression we gave you. We will use your comments as a training opportunity with our housekeeping team. We hope you'll come back to see how we've grown through feedback like yours.
Let's start with very little if any Covid protocols being used and then get to an extremely unwelcoming check in. Best Western prides itself in extensive covid protocols. Note to HQ: they are not following them. Now the room: not very good, needed cleaning and the balcony was absolutely the unclean. There were old work gloves, cigarette butts, old insulation, paint chips, dirt, etc. covering the balcony. The hallway was dirty as was the elevator. Do not trust the good reviews of this place. Staff were very rude. We're rethinking Best Western hotels at this time.
jamespet1957, We want to thank you for sharing your experience, though we are very sorry the cleanliness of your room wasn't up to our typical standards and I apologize for the negative impression we gave you. We will use your comments as a training opportunity with our housekeeping team. It is our sincere hope that you will one day return to see how your comments have affected our direction in reaching our ultimate ambition of giving each guest a five star experience. We are all looking forward to seeing you again!
Decided to book a king suite for 2 nights during Thanksgiving week to see if big enough for our trip next summer with the grands (room is already booked) ..the king suites are right next to the elevators.. if you are light sleepers like we are, you will not get any rest..the room and bathroom was very spacious... the balcony overlooking the river is shared by the next room-no privacy...but we still decided after one night of not sleeping at all from noisy elevator to move to another room... Devin (manager) was very accommodating...no other suite available but we didn't care.. only complaint with 2nd room is the balcony is shared with 3 rooms so you are at the mercy of others who want to stay up late out on balcony and bathroom was smaller than the one in the suite.....with all of this in mind... I plan to cancel my reservations here for next summer. Someone should really consider doing something with the elevator...sounded like the bearings in the elevator motor needs to be changed and the door is noisy... Sharie W
459shariew, Thank you for sharing your experience, and I am so sorry to learn that we failed to meet your expectations of quality service and accommodations. Know that your voice is of tremendous importance to us and we are confronting each of the issues that you mentioned to ensure that no guest has this experience in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
We had a great stay. Loved being able to see the moving water in the stream from our balcony. the room was spacious. The front desk clerks were very nice and helpful. The location was great. We would stay here again.
Hi Miriamvand, Thank you for taking the time to share this five star experience with our management, staff, and future guests. I'm glad that our services, hospitality, and accommodations exceeded your expectations and hope that you experience the same comfortable stay during your next visit! We are also very happy that you found our location to be convenient , and we hope to see you again here at the SureStay Plus Hotel by Best Western Gatlinburg.
A real disappointment thought Bestwestern was better than this. We started to leave when we first arrived, Place is old outdated, dirty, elevator was broke most of the time, hair dryer was broke. Chair was broke they did bring us another one. Never saw housekeeping, I think office people made the bed. Breakfast consists of coffee sweet roll and water. We were very dissatisfied. I used my reward points and two nights was $5.00 which was too much. Bed felt like bedbugs were in it scratched most of the night!! Never again !!
jgriffinville, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. We want our guests to enjoy and to find our amenities to be accommodating and convenient. I am sorry that we failed to do this during your most recent stay. It is through feedback like yours that we are able to quickly address housekeeping, maintenance issues, and I thank you for taking the time to share this experience. We can't wait to show you how we continue to improve based on feedback like yours.
Booked 3 nights for a suite room with 2 queen size bed , pictures looking good and offer seem good. Checked in late, looking forward to a nice cozy room but disappointed, smell moldy table tops were sticky and dusty. Behind the couch were pieces of paper and coins. Corners were filty and the bed was not really a queen size. Towels were old and thin. Did some cleaning ourselves, bought a plugged-in scent and air the room out. Reason was due to covid minimal cleaning, a freshly cleaned and sanitized room would not look filty and smell moldy at all. Requested to change the sheets and vacuum, no change again reason due to covid. Well the hotel could have just set new sheets and a vacuum cleaner for us to use.
amirahadoracionl, Thank you for sharing your experience, and I am very sorry for the inconveniences that you encountered during your stay. It is disheartening to learn that you did not enjoy your stay and that the room was not properly and thoroughly cleaned and maintained according to the high standards of our housekeeping and maintenance staff. We want you to experience the best value for your money, to feel comfortable, and to have your expectations exceeded; I hope that this will be the case during your next stay with us.
To start in the midst of COVID the staff did not wear masks, inside or outside. Its a poor first impression. Other hotels are going out of their way to keep everyone safe, that is not the impression here. Second the hotel is dated and common areas are filthy. It would be nice to not step over trash on the way to my room, or have someone clean the floors once and a while. The room it self was fair at best but shows its age, it seems like they have done some updates but its clearly not enough to justify the hefty price at peak times. Lastly - the balconies are shared and on my last night there a group of men were yelling, cheering and laughing at 1AM outside my door. I asked them to take it inside as people (my kids) are trying to sleep - they did not. I called the front desk, they did nothing. No help. I would rate 0 stars if I could, only upside is how close it is to the park.
christopherbN6013RK, Thank you for letting us know about the inconveniences that you encountered during your recent stay at our hotel. I want to apologize for the noises that disturb your rest, All Front Desk Clerks are instructed and trained on how to handle these types of issues and I'm very sorry they failed to correct this problem for you. Regarding our staff for not wearing masks, we take it very seriously as we appreciate your effort to voice out your sentiments. Rest assured that everything you said will be forward to the management team so they can tackle this issue as soon as possible. We are doing our very best to make sure your are safe. Best of health! On behalf of our entire staff, we thank you for your business and we hope to see you again when your travels bring you back to the area!
The check in process was really easy. They lady that checked us in was real nice. Our room was clean and we had a balcony room over the water. The room was clean and I was surprised at the size of the room other places we stayed have tiny rooms. The room had a refrigerator, Iron and ironing board, Microwave and tv.
iolajason, Thank you so much for your kind comments and review regarding your most recent stay with us. It is heartwarming to hear of how our efforts to impress you with our hospitality, comfort and convenience have been successful. We are glad that you were satisfied with the hospitality of our staff and the convenience of our amenities and we look forward to seeing you again soon.
To start with Gatlinburg is not a friendly town, with overpriced and limited resources. Recommend selecting a hotel in Pigeon Forge instead. Second the hotel supposedly is non-smoking, but with smokers just outside the doors, it is hard not to get the smell. The hotel is deteriorated, and not maintained. A positive is that it is within walking distance to the Smokey Mountains National Park.
Hi dnjhampton, I am so sorry that you smelled smoke in your room. Unfortunately, despite our efforts to ensure that nobody smokes in non-smoking rooms, it does occasionally happen and I hope you'll accept our sincerest apologies for the smell of smoke that you experienced. Thank you so much for taking the time to share this review and for informing us to give us the opportunity to address this situation. I do hope you'll return and let us show you a far better experience.
Stayed here last minute on aug 31. Found a great rate and they matched no problem. Room was clean and comfortable. Balcony overlooking the stream. Very good deal. Location is very good if you don't want to directly on the strip but still close. Staff was friendly.
Hi DocAdams1, Greetings from SureStay Plus Hotel by Best Western Gatlinburg. Thank you so much for your kind comments and review regarding your most recent stay with us. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience as a good value for your money. We will happily share your comments with our staff and we look forward to seeing you soon!
My husband and I came to Gaitlinburg from Aug 20th-23rd. We chose this motel to stay at. The 1st room we were in wasn't the cleanest and the room smelled musty.. the microwave was disgusting and I had to wipe down the dresser, sink etc. When I found the microwave dirty I called and ask for someone to come clean the room. There were no housekeepers available. The lady at the desk came up and showed me 2 rooms that were available. The 1st room wasn't the best and the entire toilet paper holder was falling off of the wall. The 2nd room had a jacuzzi tub, which she stated was the only working one in the motel. We took that room, since it was the last choice. The room still smelled musty, the A/C unit sounded like it was going to take off at any moment , the lock on the door was broken and the door at the balcony wouldn't stay shut without locking. The description states it is close to everything, which isn't exactly true. If you're 20 and love walking I guess it's great, but being in your 50s with bad knees it's not. The pictures online look great, but they are a far cry from what the rooms look like. At 84.00 a night plus a 32.00 fee I would have expected much cleaner rooms. Also, do not order from Luigi's which delivers. They are rude and the food is horrible. Not trying to be ugly about this motel, but just want people to know what they are actually getting.
tammyrW4557IE, We want to thank you for sharing your experience, though we are very sorry the cleanliness of your room wasn't up to our typical standards and I apologize for the negative impression we gave you. We will use your comments as a training opportunity with our housekeeping team. We sincerely hope that we may be given a chance to change your perception of our hotel in the future.
Our first time staying here. Overall experience was great. We stayed in the king accessible room. I felt the $ was well worth what was charged. If I had to critique anything and as silly as it sounds the bed pillows could stand to be replaced. Have to share a balcony was a new experience but we did not have problems. Maybe a partial divider would help ease tension of safety between guest on the balconies? Would have liked to have a step in shower and not bath/shower combo for the accessible room but made arrangements since we knew before we came. Would stay here in future!
Michael S, I can't begin to tell you how much we enjoyed reading this review and thank you enough for your five star rating of our hotel. It is rewarding to hear that we have succeeded in making you feel at home and that you experienced no difficulties with our services or amenities. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!
I love this hotel. I would say it's one of the best hotels I've stayed at with my family.Their rooms were very clean and has a very good price for the suite for the family. Staffs are very friendly and caring.
jferna6485, We can't thank you enough for your five star rating of our SureStay Plus Hotel by Best Western Gatlinburg hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. I wish you all the best on your trip back home and for safety as you travel. We look forward to serving you again!
We stayed here one night in July 2020, we booked it on a whim the weekend before to add an extra night to our trip. I did not read reviews prior to going but saw that the stars weren't a 5 but wasn't super low either. We arrived and was pleasantly surprised. Tucked away slightly but within walking distance of everything! Rooms are HUGE! Not 5 star but room was clean and staff was nice will stay here again
CHHSR5518, Thank you so much for your feedback and kind words regarding the five- star service and accommodations that you received during your most recent stay with us! Hearing about how our efforts to give you a pleasant and accommodating experience have been successful is very rewarding for every member of our staff and management team. We are all looking forward to your next visit and hope it will be just as enjoyable.
was a nice stay we enjoyed our selfs staff was nice and rooms was clean will be staying there next time we go also . Not far from town and all the scenery. Hoped in our car and was on the road that leads you to the top of the mountain
Hi dsaizan, Thank you for taking the time to let us know how you enjoyed your stay with us! We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience while staying with us near at the town and mountain view . We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again! Kind regards, General manager of SureStay Plus Hotel by Best Western Gatlinburg
Service was great! My family loved our time there! It was so peaceful and the best sleep ever! Restaurants are close. Room was clean. My family especially loved the balcony. They have a beautiful steam that is such a wonderful sound to wake up to!
crystalwooten0913, Greetings from SureStay Plus Hotel by Best Western Gatlinburg. Thank you for letting us know how impressed you were with our balcony and the cleanliness as well. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We will share your comments with our staff and we look forward to your next visit.
This room was priced very low for the area. Our room was clean and the beds were comfortable; however, we had 2 issues with this room. The balcony is a shared balcony with at least 2 other rooms. There is nothing stopping someone from the other rooms from getting to your door. If you leave it unlocked they could easily get in. Or they could break in. There should be some type of railing or wall to separate the balcony. Also, our toilet did not want to flush. We had to flush it multiple times after using it. Overall, ok stay and ok for just a night, but I don't know that I'd stay for multiple nights.
Jennifer A, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. I do apologize for the toilet, balcony and your suggestions are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience. We are also forever working to improve upon the guest experience and I hope you will remember our attributes and return to see how we have improved to impress you even more.
Inexpensive room, perfect location, friendly and helpful staff, decent breakfast, nice balcony. Only problem we had was that our sink was broken. Didn't report it, not a big deal, we just washed our hands in the tub each time we needed to.
Thank you for taking the time to share your feedback and to acknowledge the efforts of our hardworking staff to be as accommodating, helpful and welcoming as possible. It is also important to us to hear from you on the issues that you experienced with the sink so that they can be quickly addressed. We're glad you had a good time with us and we look forward to serving you again.
Great location! Within walking distance of everything!! Courteous desk staff. Great view of mountains and river from the balcony. Staff was quick to help with anything we needed. Would definitely stay here again!
sandrafowlkes, Thank you for giving us the opportunity to recognize our staff for their exemplary work in providing a comfortable and convenient experience for our valued guests. It is great to hear from you and I am so glad that you enjoyed our staff courtesy and have taken the time to recognize the hospitality and care that we aim to provide for each and every guest. We look forward to serving you again!
The toilets would not flush, sink was stopped up. We were moved to a different room. The other room was just as bad. There was mold on the bathroom ceiling, shower curtain was pink with mildew and there was hair all over shower.
Thank you for taking the time to rate us. Your input is very important to us. We apologize for any housekeeping oversights in your room and will discuss your comments with staff. Your business is appreciated, and we hope you will choose to give us a chance to impress you in the future. Thanks again!
It's not often I go all out to say a place was dreadful but it really was. The photo's really don't convey the true picture. We booked as we thought all Best Westerns had roughly the same standards. It turns out they really don't. The reception person couldn't stop yawning during check in and if you produced a customer service video on how not to check somebody in this would tick all the boxes! Tina told us how long her shift was how busy she was, in a seemingly deserted hotel and so on. The public areas (stairs leading to the lift, the lift itself and all walkways including rubbish bin areas) were absolutely filthy. The pillows have no protectors on them and smelled so we double protected them with other pillow cases. The curtains were closed but it wouldn't have mattered if they had been open as you couldn't see out of them anyway. I don't usually write so much detail but am hoping Best Western read this and get a grip on the situation. I'll finish on a good point... it's right by a tumbling river which was very nice.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!
From check in to check out the staff was very helpful and friendly. The location especially for the prices was great. An overall great Experience and will stay here again hopefully soon. If you are looking for the best deal for your dollar this Sure Stay is worth it.
Hi robbie b, Your five star review is greatly appreciated. Thank you very much for choosing SureStay Plus Hotel by Best Western Gatlinburg for your recent visit to the area! It is a pleasure to hear that you appreciate our reasonable rates and we were able to provide you a comfortable and convenient experience. We would certainly love to have the opportunity to host you again in the future! Safe travels!
We stayed here a few years ago when it was travel lodge and had several horrible experiences we swore we would never stay there again. My husband booked this trip and did not realize they had changed names, imagine our surprise when we pulled up and realized we were back, we decided to give it a chance since it was under new ownership. The room was ok nothing special. The problem started the 2nd day of breakfast, made a waffle, no syrup, my husband went to the desk to ask for syrup, a young guy worker came in, with absolutely no sense of urgency at all and started opening closet doors and seemed lost as to where things were, he wondered around for a while and then tells someone else they ran out of syrup. How do you run out of syrup on a Saturday morning with a hotel full of people?? He must have found some about 45 minutes later as he was refilling it. The coffee creamer was also expired and they ran out of coffee cups. We also observed an extension cord plugged in and running across the floor that was not secured down at all, so that was a trip hazard. Someone had spilled waffle batter all over the waffle making station and it had run all over table and spilled out onto the floor, that sat there the entire day, every time we walked to the elevator there it was. The morning we left the batter on the table had been cleaned up but it was still on the floor, the juice/water machine was not working, we got water out of a faucet that looked like a hand washing station. I think someone did go to the desk to tell someone, so it looked like they did fix that. Very bad way to do business. Stayed 2/20/20-2/23/20 and will NEVER go back to this place! They are giving best western a bad name, best western should kick them to the curb
191alissal, We appreciate your loyalty and we are deeply saddened to hear that you are seeking out other hotels due to the lapse in breakfast service , cleanliness you experienced during your recent stay. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. Thank you for bringing this matter to our attention so that we can make sure no future guest experiences the same inconvenience.
Biggest hotel room I've ever stayed in!!! Huge in room soaking tub! Clean! Great breakfast!!! Close to trolly drop... walking distance to the strip! Definitely will be booking again! Clean Spacious Friendly staff Great breakfast Walking distance Water front
Hi HollyRaShell, Happy Valentine's Day! Thank you so much for sharing your review and giving us an honest look at the guest experience in our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. It is great to hear that you enjoyed our breakfast as well; and we are looking forward to your next visit to the area! Kind regards, General manager of SureStay Plus Hotel by Best Western Gatlinburg
Very close to middle of town walk to eating places and things loved the quitenest front desk worker very nice and helpful rooms clean and every thing you needed in them loved we could walk to everything wold go back again for convence
Dream636047, Happy Valentine's Day! Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! I am so glad that you found our hotel to be clean and convenient and that you enjoyed the five star accommodations and hospitality that we strive to show to each guest, during every stay. We are glad your stay was comfortable and we look forward to your next visit! Kind regards, General manager of SureStay Plus Hotel by Best Western Gatlinburg
I'm a hotel snob, but this hotel was a great find. The outside looks somewhat dated, but it was clean, and the staff was amazing. It could use some deep cleaning in the corners of the bathroom and the windows but otherwise a pleasently surprised by our stay..
retterk, It is always a pleasure to receive positive feedback! Thank you for taking the time to share your experience, I am pleased to hear that our hotel was clean and our customer service was great. We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again! Kind regards, General manager of SureStay Plus Hotel by Best Western Gatlinburg
I don't usually leave bad reviews but even after we said something to the front office and they did nothing, I feel like I have to. I have never ever checked into a hotel that was this filthy. I had to strip the sheets off because they looked to have some type of bodily fluids on them. Pictures simply do not lie. My husband called the front desk to let them know how dirty it was and that we needed new sheets.. she only went on to mention the cleaning staff doesn't pay too much attention to detail. The next day we left thinking the cleaning staff would come in and clean, replace our towels and all. When we came back from our walk on the parkway the cleaning staff was all the way at the other end cleaning. We went in our room and the towels and sheets were still laying there on the floor. My husband asks the lady if they had been in our room to clean and she tells us yes she's already been in our room. That was just complete nonsense. If they had.. would they not have seen our dirty towels and sheets on the floor? And replaced them? My family and I visit Gatlinburg several times a year in which we will definitely not be staying at this hotel again when we visit. The outside view was nice with the river and it was quiet but the filth was just unbearable.
melnshn0321, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. I do want to assure you and all other guests that we clean , we provide clean linens and sanitize our guest rooms following each guest stay. It is a very important part of our policies in order to ensure that each guest enjoys a comfortable, clean, and safe environment. On behalf of our entire staff, we thank you for choosing our hotel and hope you will let us serve you again.
So much was wrong with our room, and the elevator did not work which meant climbing 3 floors with luggage. The woman at the front desk was very apologetic and tried her best to be helpful, but there was not much she could do. As we were leaving she said repairs were being made for 2020.
Hi AngieS1612, Thank you for sharing your experience, and I am very sorry for the inconveniences that you encountered with the elevator during your stay. It's our primary goal to ensure that you receive the best lodging experience and we wish to let you know that your voice is extremely important to us. We hope you'll return someday to see how we're improving.
We had a great 5 day stay here. The rooms are large, clean, and nice. The location is great and the continental breakfast was good. I wish the balconies were private but that's not a complete downfall. Staff was very nice.
Cleanliness: No problems noted. Bed quality: Very comfortable Reception friendliness/treats: Reception area on the small side. Nice people Furnishing quality: Surprisingly well furnished with a cozy sofa and furnishings that were in good shape. Internet: Fast Charging: Could be improved - older hotel with limited outlets Elevator: Seven floors with an elevator but elevator leads to a catwalk and rooms are accessed from the catwalk. Noise level: Very quiet Breakfast: Sausage gravy and chocolate muffins. Other: Surprisingly good hotel for the price. Neat view of Uber Gatlinburg at night. I would not hesitate a repeat stay if the price is right.
Thank you for taking the time to rate us. We are glad that you enjoyed your stay at our picturesque location. All of your comments will be taken into consideration as we continue improving our hotel. We have many big renovation projects scheduled for next month. We are confidant you will find us even better should you stay with us again. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!
Inaccurate reservations requested top floor. Didnt get it even with vacancies Heavy smoke odor was encountered in first room requested a replacemwnt room NO hot water in 2nd room. Run down and dated. Staying here is Not recommended We Will NOT return
We are sorry to hear that you didn't enjoy your stay with us. However, we must address some inaccuracies of the comments in your review. First off you used a free night stay which always are for standard rooms. We did not have the availability on the suites to give you an upgrade. The top 2 floors are suites only which is why you didn't get a top floor. There was nothing inaccurate about your reservation. 2nd you mentioned the issue with the hot water at check out. We checked the room and there was nothing wrong with the hot water. If you had mentioned this to us before check out we may have been able to help you in this regard.
We traveled as a soccer team and received a team rate that was only a third of what they normally charge. Thank goodness for the discount I would never spend that kind of money to stay there our $104 was too much. We had a family check in to a stopped up toilet that was given a plunger to do themselves, a family who's toilet only worked here and there, 3 stinky rooms and 2 that had cockroaches coming out of the heating/air unit.
Tour170213, Thank you for sharing your experience, and I am very sorry for the inconveniences that you encountered with toilet, rooms cleanliness and cockroaches the during your stay. It is disheartening to learn that you did not enjoy your stay and that the room was not properly and thoroughly cleaned and maintained according to the high standards of our housekeeping and maintenance staff. Any issue related to pest alerts is quickly addressed through professional treatment and investigation. Please consider staying with us again so that we can have another chance to provide you with a superior experience.
Staff was kind and we had a easy check in. The room was spacious and had a good view of the creek on the side we were on. However, the carpet was dirty and had food crumbs everywhere, the hard tile looked like it had not been swept in a long time and there was a ice bucket with melted ice in the refrigerator. Walk with your shoes on. Other than that it was a nice room.
TCarter51119, I want to apologize for the carpet and tiles cleanliness issues and to assure you that this inconvenience has been addressed thanks to your feedback. Our housekeeping staff is held to a very high standard and we appreciate that you've informed us of a need to address housekeeping policies and procedures. We are also forever working to improve upon the guest experience and I hope you will remember our attributes and return to see how we have improved to impress you even more.
We had 3 days booked but cancelled one of them and it ruined our stay in Gatlinburg. .The pictures on the internet must have been when it was first built and are very misleading. Every room has a balcony but they are all connect in on big concrete slab, and the view is the back of another better hotel and the creek is not pretty to look at as seen in pictures. Our room was worn out, carpet was in bad shape the sofa bed well I would not let anything sleep on that. The TV was so far away from bed because room was so huge, had 2 ac units which both was loud and making noises and they were beside the bed. limited number of tv channels, I wanted to catch the football game on Thanksgiving night but lost signal.bed was very hard and worn out when I got up my back hurt so bad. Now that's the good, the bad was there were 2 buses of children that came in for a football game and they was scattered through out the place and was with little supervision I think, we had some in the room next to us that kept hitting wall that our bed was on and very loud, then they started running up and down the outside hall at 7am so that was are wakeup call, when I opened door to leave there was like 5 pair of shoes at are door was and kids running and no adult at ALL. I went to desk twice and called 1 and the reply was your not alone.. so it was clear that the management could not handle the problem, why not book them on 1 floor instead of scattered through out I don't know but the wife and I did not want to go back but we had already paid. I will say the hotel staff was nice but just could not manged
Greetings Mr. Kelly, We are sorry to see that you did not enjoy your stay at our property and we will take your comments into consideration. However, I must clarify some of the comments you have put in your review. First off, the pictures online are fairly recent, the carpet and couches are less than a year old as they were replaced at the beginning of this year and we are unable to control the signal coming through from the cable company. As for the football teams that we had in house during your stay, they had booked half the hotel. We kept them as bunched together as possible and did our best to control the noise level. Considering how many kids were here, our staff and the coaches did a pretty good job of keeping them under control. Many of the hotels had teams for this event in town so I its likely you would have had to deal with this no matter which hotel in town you stayed in.
We were thrilled to see the size of this family suite. We were all tired from travel and were so grateful for the comfort this room afforded. The view from our balcony was great and we could see Ober Gatlinburg's tram from the front door walkway. It was impressive at night. Will stay here again; no doubt.
Hi H6071JUdeborahs, Thank you so much for your kind comments and review regarding your most recent stay with us H6071JUdeborahs . Our team so excited to hear that we have been an important part of your travel convenience. We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again here at the SureStay Plus Hotel by Best Western Gatlinburg!
Very courteous staff and service. Clean room and very affordable which included breakfast! Will be back. Front desk acknowledges you each time you return with a friendly hello! Will recommend this hotel to anyone who plans to visit Gatlinburg and the Smoky Mountains.
christarmey, Thank you very much for choosing SureStay Plus Hotel by Best Western Gatlinburg for your recent visit to the area! It is a pleasure to hear that you appreciate our reasonable rates and clean accommodations, and we would certainly love to have the opportunity to host you again in the future! Safe travels!. We only wish to give nothing but the best service to our guests, and to know that we have accomplished such goal gives us great joy. Thank you for your recommendation, and we certainly hope that we can be of service to you and your family again on your next trip.
Staying 2 nights late Anniversary get away,the staff was friendly and very helpful the room was clean,We didn't get to try the Breakfast either day,had to meet family in pigeon forge,we are planning on coming back sometime in the future,thanks again Jim R
Jimmy R, Thank you for your kind comments and review regarding our high standards of cleanliness and hospitality. It means a lot to us that you've allowed us to be such an important part of your special day and celebrations! We are thrilled to find out that we were able to make this occasion more enjoyable and we have been an important part of your travel convenience. . We hope to see you again, soon!
This is an older hotel with some updating. Employees are very nice and helpful. We rented two rooms, one was ok, the other had multiple problems. Broken door lock, slow drains and commode flushing, lights out in the bath area. In addition, neighbors were unruly until after 2am both nights we stayed. Location is good, and beds were very comfortable. Rooms appeared clean. Free breakfast is typical of most econo motels. We decided to eat out.
Tad1950, Good day Tad1950! Thank you for your rating of our hotel and for taking the time to share your experience! It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We also appreciate your feedback regarding broken door lock, slow drains and commode flushing. We will inform the maintenance task right away for the benefit of our future guests, which hopefully will include yourself. We will address the maintenance task right away for the benefit of our future guests, which hopefully will include yourself.
I stayed there November 14, 2019 and had two nights booked. The first night we started seeing roaches coming out of TV and in the Bathroom. We left and found a much better place around the corner. The lady at the counter the first night was nice. The men working the check in during the night were very creepy. This place is very dirty. Don't stay here, I had to lose my 2nd night which was a free voucher. This hotel should not be allowed to be part of the Best Western hotel group.
We are sorry to here that you had issues with the room. We will be sure to look into your complaints and give them the utmost attention. However, about your comments on our front desk staff, I will state that one of the men you have mention has worked here for over 3 years and no one has ever had anything but nice things to say about him. The other older gentleman is new and I haven't seen anything about his appearance or manner that would illicit your remarks. So I don't know what you mean by "creepy" but we have no control over YOUR perception of people.
This hotel is located a block and a half from the parkway. It is within walking distance to many restaurants. Staff is very nice and accommodating. The breakfast is good. The room was clean. It has a shared balcony with lounge chairs. It has a covered parking which is extremely helpful if it is raining/snowing. I did not had any problem while staying in this hotel.
Adventure21839281864, Thank you for taking the time to share your experience! We are happy to hear that you found our location to be convenient while staying with us near at the restaurants , stores and that you enjoyed our staffs hospitality that we strive to show to each guest, during every stay. We look forward to welcoming you back during your next stay in the area.
GO TO ANOTHER HOTEL. The bathroom floor was dirty, the room was old/in disrepair, flip-latch lock on the door was broken, door to the shared patio does not have a secondary lock, and then I found bugs on the nightstand.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!
This motel looks to be a remodel of an older one as the doors are on the outside, the elevator older, joint balconies, location. But for the price, which is about 1/3 of some of the others we have stayed in in Gatlinburg for one night, it was fine. Front desk very friendly, good hot breakfast. Rooms are clean and new paint, furniture, etc. The bed comfort was so/so for me as I do not like fat large pillows. A variety of sizes would be a nice addition. Location is good depending on which part of Gatlinburg you like to visit. Easy walking to main street. Has some covered parking. For the price would stay one night again.
Dear 741KarenG741, We thank you for recognizing the service of our staff and the overall cleanliness of the hotel room. We take pride on reviews like this as it is a testament of our guest's satisfaction! We sure will strive for the best. Thank you and we hope to see you again.
All of the staff were exceptionally friendly and AWESOME! The breakfast was pretty good, there was enough that anybody shouldn't have trouble finding something. Location was pretty good, easily walkable to the other side of the stretch in about 10-15 minutes. Despite what reviews said, rooms were very clean, minus the window but that didn't really bother me. We did a little clean test and everything was fine. Beds a little too stiff for me but that's a personal preference, if anything. Unfortunately we had to leave because something came up at home, all the staff were exceptionally understanding and patient. I would return to this location because the crowds in G'burg are getting insane, being right next to the park and within walking distance to everything is a big PLUS. Having staff that are good to you is a big PLUS. I think people who are having issues with staff need to take a look in the mirror!
Dav192, Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! I am so glad that you found our hotel to be clean and convenient and that you enjoyed the accommodations and hospitality that we strive to show to each guest, during every stay. Your feedback will serve as encouragement to all of our staff as we strive to provide an exceptional and memorable experience for every guest. We look forward to serving you again in the future!
We were pleasantly provided with an early check in as we arrived ahead of schedule. The front desk personnel are pleasant and very accommodating. We had a seventh floor room so we required the use of a luggage cart and the two available both had severe problems with the wheels, one luggage cart literally had a wheel falling off. Our room was very spacious, and the location of the hotel was a determining factor in choosing it over other hotels in the area. One of the biggest factors in our room choice was that it was located on the banks of a mountain stream but provided a "shared" balcony of which many times during our stay the use of the balcony conflicted with the guests in the adjacent room which was a major disappointment to both us and the neighboring guests. Many of the guest room entry doors had paint peeling exposing the previous color below, these doors are facing the guest parking lot below. The condition of the room and furniture were beyond dated, there was severe wear and stains throughout the rooms furniture and fixtures with rotten wood frames and doors, numerous ceiling tiles in the room had their corners broken off leaving many holes in the ceiling not to mention many water stains despite what was obviously multiple coats of paint over the years. The multiple coats of paint extended into the bathroom where mold was very prevalent around the shower area. The hotel has great potential for the area and probably was impressive when it was new but more than just being long outdated the level of neglect, disrepair and uncleanliness puts SureStay on our "no way" list.
kimdever, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. Your suggestions to our furniture,bathroom are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience. We are all looking forward to seeing you again!
Our stay was wonderful due to the friendly staff and cleanliness of our hotel. From the rooms to the great breakfast, all was great! The balcony over the river made it even more enjoyable. Thank you for your hospitality.
Hi Karen H, thank you so much for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! I'm glad that our services, hospitality, and accommodations exceeded your expectations and hope that you experience the same comfortable stay during your next visit! We will happily share your comments with our staff and we look forward to seeing you soon!
We came to see the fall leaves, and try to always stay at a BW. The room was fine, yet there is only one elevator. And can be a lengthy wait. If you are on thr upper floors you don't want to carry all your luggage up and down.
Kay G, Thank you for taking the time to complete our survey and share your experience! We are all pleased to learn we were able to make you feel comfortable and that our services and accommodations lived up to your expectations. We look forward to serving you again!
I was going to Gatlinburg see if they had the room ready and they said about an hour and we went to go get some lunch which was in Pigeon forge TN and then we went back to the hotel ad they said yes can check-in and then we went to our room and me tried out the WIFI and they said yes you can use it now
TommyC590, Your comfort and convenience are our top priorities, and we thank you letting us know how we have been successful in our efforts to impress you. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We look forward to serving you again!
Stayed 4 days at this hotel - clean - Had all the things we needed coffee in rooms microwave and refrigerator. All rooms had balconies that over looked the rushing water. Very relaxing and the price was good. Located at the end of town on the trolly line - easy and convenient - small breakfast for a quick start.
Thank you for taking the time to rate us. We are glad that you enjoyed your stay at our picturesque location. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Surestay Plus Gatlinburg!
We stayed with our four adults in a suite. The hotel is dated, but the room was very large and clean. The location is at the lower end of the strip of shops and restaurants. There is a trolley stop two lights up, but we were never able to catch a trolley there, even after waiting beyond the scheduled stop time. The most dissatisfaction we attribute to the breakfast offerings. Breakfast was not up to par with Best Western. There was no breakfast attendant keeping things stocked and clean. The juice from the automatic juice dispenser tasted terrible. The quality of items, especially the hot items, was very low. The eggs were just awful, they were scrambled, but floating in water.
Thank you for taking the time to rate us. Your input is very important to us and will be looked into. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!
First, if you are a normal sized adult, you will be challenged to take a shower in the tiny narrow tub. Also, I had a broken desk chair that was useless. I requested another and after 2 days, I had to bring the chair to the lobby myself to swap with the front desk. I was told he couldn't do that. I had a chair delivered to my room the next day. This was after my scene in front of people checking in. Also the not so High Speed internet(only 25 mbps I did a test) kept knocking us off. When I complained to the woman at the desk when checking out she said "oh that happens to me too". That doesn't make it any better. Finally when I said that the railings should really be cleaned of spider webs and the spots with rust be serviced, I got excuses about being next to water that attracts bugs. I was told there was no rust. You can look for yourself. I always stay at BW whenever possible but even at the low rate that this BW had, I would pay a little more and stay somewhere else if I return to Gatlinburg.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your stay. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!
Only had 2 issues, the balcony door did not open (didn't bother reporting it because we didn't spend much time in the room) & the other guests double park so there's hardly any parking. The staff were all very kind.
Thank you very much for your kind review. We are so happy that you enjoyed your stay with us. We will be sure to look into the issue with the balcony door. Thanks for bringing it to our attention. The parking is not usually something we have an issue with but sometime when we have multiple guests bring multiple vehicles on a sold out night it can be a problem. We have been discussing ways to alleviate this issue and we apologize for any inconvenience this may have caused during your stay. Again, we are very glad that you were pleased with your stay and we hope you will choose us again the next time you visit the area.
We enjoy our stays at Gatlinburg. This is a roomy room with comfortable beds. View of river is wonderful. Bathrooms are a little small but. For the money it is definitely worth it. Breakfast is nice and the staff is pleasant. Will stay again.
Thank you for your kind review! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope to see you again soon. Thank you for choosing to stay with us here at Surestay Plus Gatlinburg!
We only stayed in Gatlinburg one night on a road trip across Tennessee. If you look back at all my reviews you will see that I usually can find a gem in a rock garden. Unfortunately NOT this time. We received room 301, initially we though OMG! what a huge room, until we pull all the curtains back (there were a LOT of windows). The windows were sooooo fithy that you could not actually see out of them. Unfortunately for us there was the "Rod Run" in Pigeon Forge so all the rooms were booked. We decided we would just close the curtains for the night which was a shame since there was a running brook outside. We went out for the night to enjoy the town and when we came back around 10pm to unwind before bed we discovered the TV would not work. The young man that was there that night was super NICE and came to our room twice but was unable to get it to work. So I brought up all the problems we had the previous night with the TV and the filthy windows the next morning at check out and all I basically received was a 'shoulder shrug'. REALLY, I spent $147 for a shoulder shrug. I spent that on two nights at a LaQuinta in Memphis. THIS IS NOT ACCEPTABLE! I honestly have never felt so 'dismissed' as a paying customer. This hotel is in a great location but I CANNOT recommend this particular lodging to anyone. SAD but true. I am so dissapointed in Best Western that they allow this. We stayed Saturday September 14th if ANYONE from BW cares enough to contact me.
Thank you for taking the time to rate us. Your input is very important to us and will be looked into. Please be assured that we are making continual updates to the facility. The window issue is not one of cleanliness but of replacement. We are looking into replacing the windows. The cable is due to be updated thru out the hotel in a few weeks.We apologize if the staff member at check out was anything but friendly and hospitable. Customer service is of the highest priority to us. We will discuss this with the staff member in question. We hope you will find the accommodations much improved should you choose to give us another chance in the future. Thanks again!
We often stay at Best Westerns and have not had a bad experience since 2007. (That time we did not stay.) This was awful. All 4 chairs had stains, as well as the sofa. Could not see out the windows due to filth or mildew between pains. Balcony was useless due to cobwebs and filth on chairs. The bathtub/shower combo was off level so the shelves held water. I'm not confident it had been cleaned before our stay, since the shower was dripping because the shower lever was in the up position. I suspect someone just turned the shower on it and turned it off. The towels were dingy, stained, and not soft at all. The bedding and sheets were very nice, though. After our first of two nights, the room was not cleaned. The beds were made and the towels replenished, but the bathroom had not been touched. No fresh bath mat, debris in the sink, and a toilet that was less than spotless. When we arrived the only employee on duty was out front smoking. We were too early to check in but she gave us permission to park our car and walk to the main street of activity. The breakfast was suspect to sanitation issues. First day no gloves were worn. But what concerned me most was the second day an employee did wear gloves but handled door handles and other unsanitary surfaces and then handled more food.
Once again (since you felt the need to leave 2 reviews under different accounts for the same stay), We regret that you were not pleased with your room and we'll be sure to look into your complaints.
This place is a dump. Cob webs in every corner. The fire place had a chest in front of it. I dont know if it was there to keep something out or keep us in? The shower was at 6 degree tilt was like bathing in a mystery spot. The sofa had stains all over it. Hard to see out the windows for the dirt. Could not use balcony for the spider webs. The chairs on the balcony were beyond hope. Was a short Walk to town.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!
Nice room with view of river where people were actually catching trout. Far enough away from the main drag to be quiet, yet close enough to walk to and through downtown. Small pool. Sufficient parking.
Thank you for your kind review! We are so happy that you enjoyed your stay with us at our picturesque location. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Surestay Plus Gatlinburg!
The staff was unpleasant, unprofessional, and rude. We had to wait half an hour to check in while they had a personal conversation and when we dare interrupted they told us to back up twice. They were discussing moving over the weekend. Then when we finally were able to check in the person didn't know what they were doing and blamed the system.
Thank you for taking the time to rate us! We apologize if the staff members on front desk was anything but friendly and hospitable. Customer service is of the highest priority to us. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance to impress you with our accommodations in the future. Thanks again!
Floors made my feet dirty, the carpet was extremely sticky, the sheets was damp like a humidifier was in the room but there was not one. Hair in the shower was from the previous guests so obviously it had not been cleaned. I called best Western to report it and the Manager called me a liar. They are not interested in fixing the problems they have going on so don't waste your money on this piece of garbage place! I have never stayed anywhere as nasty as this place is. It's is way too over priced to have to stay in this nasty place.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look further into your complaints.
Stayed with a soccer team, one teammate found bed bugs, one found cockroaches. Neither were handled by the staff! Pillow taken to staff with bed bug and pictures and they were told to take pillow back to room and the “would clean the room” tomorrow. No refunds given!! Did not even want to hang out in our room.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room.We have thoroughly checked the room in question and could not find any signs of bed bugs. We will continue to keep an eye out as we do take this very seriously. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!
This hotel is at the end of Gatlinburg at light 10 a block and half back. We walked to everything from there. The room was really nice and so big. We have stayed here before when it was a Travel lodge and the updates are really nice. We will stay again.
Thank you so much for your kind review. We are so pleased that you had a great return stay with us! We have even more property updates planned in the near future. We hope you will continue to choose to stay with us on your future trips to the area. Thanks again!
This place has one of the biggest rooms I've seen in a long time. We will definitely be back They are clean and very friendly and great location We seen a bear in the parking lot and the rooms face the river Beautiful
tzsunshine, Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! I am so glad that you found our hotel to be clean and convenient and that you enjoyed the five star accommodations and hospitality that we strive to show to each guest, during every stay. We look forward to serving you again!
Room was nice and breakfast was Good. The House keeping could be improved upon. The pool was great. The hotel location was very good. The only complaint is the ants in the breakfast room. Also the two cockroaches in our room on our last day. All we got was a sorry!
Thank you for taking the time to rate us. Your input is very important to us and will be looked into. Thank you for bringing these areas that need improvement to our attention. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!
when we checked in we received our keys for the rooms and they didn't work. So we went back down stairs for more keys that didn't work either, finally she have us a master to the room. When we opened the door there were guest already in room that we startled so we went back down stairs again she gave us another room and when we opened it someone luggage was already there. So after about an hour we were in our room. Well my door opens and it was someone else with a master key at the wrong room.
Thank you for taking the time to rate us. Your input is very important to us. We are very sorry about any mix up with the room assignments. We will look into this to see exactly why the mixed up took place so that we can prevent something like this in the future. Your business is appreciated, and we hope you will choose to give us another chance the next time you are in the area. Thanks again!
Surestay plus by Best Western in Gatlinburg TN was the best inexpensive place to stay especially for a family of 6. It's in a great location where in just seconds your on the main drag where everything is happening in Gatlinburg. And your just minutes drive to everything else in the area.
Thank you for your kind review! We are so happy that you enjoyed your stay with us and that we were able to accommodate the needs of you and your family. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for staying with us here at Sure Stay Plus Gatlinburg!
Door didn't lock, staff was unhelpful, dirty bathroom, dirty windows, sills. Floor still had gummies on it from last guest, overall the change in ownership has proved to be less then desirable. Used to be clean and kept up.
Thank you for taking the time to rate us Shanna. We apologize for any housekeeping oversights in your room during your stay. We will discuss this with the staff. It is regrettable that this last stay with us was not as enjoyable as your previous stay. Please be aware that there has not been a change of ownership in several years and we strive to maintain the same standards (if not better) as we have in the past. Again we are sorry that this stay did not live up to your expectations. We are constantly making improvements to the hotel and we hope you will decide to give us another chance in the future. Thanks again!
Room was clean the view was great along with the breakfast. Staff was friendly the pool might have been a little cool but you are in the mountains. Only real negative thing is it could use another elevator the wait time for the elevator can be very long other than this my family enjoyed the time we spent here
Thank you for your kind review! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
Room very smelly, furniture stained and beat up, fridge dirty with long hair on shelf, moldy shower curtain. Only thing good was a clean bed and clean shower. We only stayed 1 night so didnt make a fuss but wo t use again, guess I am a bit picky where I rest my head.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility. We have recently replaced the carpets and most of the furniture, painted all the rooms and resurfaced all the tubs. We have many more projects set to be done very soon. We are sure you will find it much improved should you choose to try us again in the future. Thanks again!
We went to explore smokey mountain. So stayed for one night. Decent place with a good sunrise view. They don't serve breakfast. We took two queen bed in one room. It costed us 200$. They have parking facilities available. But you need to information them beforehand to avoid problems.
Thank you for your review! We are so happy that you enjoyed your stay with us! I don't know if someone here misinformed you but we do indeed have a complementary breakfast. We apologize if this was not communicated properly at check in. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
The lady at the front desk said not to take the trolley downtown because it takes too long. We asked if she knew an alternative way to get downtown, since I have patellar tendinitis in my left knee, to which she said, "You've got 2 legs." Ignorant and useless. Luckily, I was able to hike AND walk downtown with no knee pain. It was a miracle. She also seemed very annoyed by having to step away from smoking a cigarette to check people in, like all of the customers were a burden to her. The rooms themselves though, along with the pool and location, were great!
Thank you for taking the time to rate us! We apologize if the staff member on front desk was anything but friendly and hospitable. Customer service is a high priority to us. We will be sure to take up your complaints with the employee in question. Thank you for bringing this to our attention. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!
Staff smokes right at the entrance, no parking especially for handicap when at capacity, only had housekeeping come in 1 out of 4 days unsure why, woke us up at midnight after telling us where to park to tell us to come move our car. The beds were like sleeping on concrete.
khinso550052, Thank you for completing our guest satisfaction survey and letting us know about your recent experience at our hotel. It is truly our goal to impress each guest with our service, hospitality, and continuing improvements to our rooms, parking, and policies. I do apologize for any inconvenience or difficulty that you experienced and I hope it will not deter you from experiencing our improvements and updated policies in the future.
Great hotel for the value. Easy to walk to town. Frienldy, helpful staff. The cleaning staff made our stay great. They were eager to help. we loved the balcony on the river and adjoining room with our family. We stayed a week and will be back soon!
Hello joria80, Warm greetings from SureStay Plus Hotel by Best Western Gatlinburg. Thank you for taking the time to share this five star experience with our management, staff, and future guests. We are happy to hear that you found our location to be so convenient while staying with us near at the town. and that you enjoyed our staffs hospitality that we strive to show to each guest. We hope to impress you again during your next visit and we thank you for sharing your experience.
My family and I traveled to the Smokies without making reservations ahead of time. We lucked out when we found this gem of a hotel. Devon at the desk was very friendly and efficient at check in, as well as at check-out. We initially booked one night but ended up staying two before heading to a different city. The rooms were your typical double queen set up that you find in most hotels. The room had a fridge, microwave, coffee maker and blow dryer. The bathroom was small and could've used some fresh paint, but it had an updated shower with really good water pressure. The comforters, beds and pillows were extremely comfortable and more like something you'd find in more expensive hotel. The room had a balcony overlooking the river as well. The room stayed a little damp if you didn't keep the air running but I imagine that is normal being right on the river. The room did not smell musty or anything of the sort. The free breakfast was fantastic! They served both hot and cold breakfast choices as well as coffee and juice. If you leave hungry, it'll be your own fault! The breakfast area was clean and provided views of the river, which was really cool to watch after all the rainstorms. The location couldn't have been better! Walking distance to downtown shops, restaurants and the trail head that led a 2 mile hike to Sugarlands visitor center. We saved a ton in not having to pay to park downtown, plus it was an easy in/out as far as parking lot and highway access. Perfect location, clean beds, friendly staff and a hot breakfast, what more could you ask for? Oh, and there was an outdoor pool too! Unfortunately, we didn't have time to use it but other guests seemed to be enjoying it.
Hello Jeremyangie99, Warm greetings from SureStay Plus Hotel by Best Western Gatlinburg. Thank you for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We look forward to the next!
Beds were not made. Trash was not taken out. Over the the course of our 5 night stay. Had to go down to the front desk everyday. To get clean towels and wash rags. The beds were hard and very uncomfortable. The pillows were short and very awkward. The only good thing about this hotel was the balcony over the creek. I WOULD NOT STAY HERE AGAIN!!! This is the worst Best Western Hotel I have ever stayed in!!!
kentucky1422, Thank you for pointing out the issues with housekeeping so that we can work to improve upon this aspect of the guest experience at our hotel. Also, I do apologize for the discomfort you experienced with our bed and the pillows as well. Know that your voice is important to us and that we are working hard to address these issues and improve upon the guest experience. I hope you give us a chance and we can make your stay pleasant and comfortable. I do hope you'll return and let us show you a far better experience.
The location is great, just a short walking distance to the strip. We found that it was quicker walking down River Road to get to our destinations and cutting up to the parkway. We never used the car once we arrived. Theres a little deli/grocery just a 3 minute walk away, Ole Dads, that we enjoyed for snacks and anything else we needed. Breakfast was fine and coffee available 24/7. The room was bigger than most, could use an upgrade, but clean. Overall, we would stay again.
Happiness427376, I can't begin to tell you how much we enjoyed reading this review Happiness427376. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. On behalf of our entire staff of SureStay Plus Hotel by Best Western Gatlinburg, we thank you for your business and we hope to see you again when your travels bring you back to the area!
We arrived at around 6 PM to check and they told us it was going to be 45 minutes wait since the room was not yet cleaned. They checked us in and told us that they would call us when it was ready. 9pm and still no call!!! When we went back to the hotel they just said they forgot! Book 4 different best western hotels in thos trip and this is the worst!!!
jordaneri09, Thank you for sharing your experience, and I am very sorry for the inconveniences that you encountered during your stay. We already informed the management about this for necessary actions. We value our customers well and we apologize for mistake of the clerk. We assure you that this is not to happen again. We understand that you are hesitant to return based on this experience, though we hope to have another chance to impress you in the future.
There was just a few bumps. The pool was green the first 3 days, the windows were filthy, and when they cleaned the room they didn't take the garbage. The location was great, the rooms were roomy! I would probably stay again, the price was great!
Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. I'm glad you found our location to be convenient, and I hope you will find your expectations to be far surpassed during your next visit!
Booked room on line under the advertisements on booking .com , indoor outdoor pool ... no indoor pool plus no hot tub. Pool had green algae from sunday till Wednesday morning . Was told the ran out of chemicals. Still let people swim in green water . Breakfast worker handling food trays with no gloves on . Kitchen not attached to gathering place . Worker handling food after opening door with bare hands. No cover on food as its brought in from outside . Had do not disturb notice on door but someone came in and turned off all lights plus tv . We left tv on . Dead bugs on back of curtain .
We apologize if you did not enjoy your stay with us. We don't know where you saw that we have a hot tub and indoor pool but as we told you ( and showed you) when you brought this up at check out NOWHERE ON BOOKING.COM does it say we have those things. We also apologized and gave you a discount for the pool having issues. There are no rules against our kitchen being separate from the dining area. No one has ever complained about this before. Our breakfast person WAS NOT HANDLING FOOD WITH BARE HANDS!! It is not necessary to wear gloves to carry a tray. I will ask our housekeepers about the do not disturb sign but it is general hotel policy that management (of which our head house keeper is a member ) can enter a room if needed even if there is a do not disturb sign up, however, I will look into this particular complaint to make sure that if it was entered, he was the one who did so.
I informed Devon at the front desk the first day (7-2-19) and repeatedly each day afterwards of several things that needed to be cleaned (the microwave, refrigerator, what looked like throw-up on the balcony with ants crawling all over it, hair left in the hair dryer and the wall) and it was never cleaned. I ended up cleaning the microwave and refrigerator myself. Also we left a day early (7-4-19) because we were not comfortable with the cleanliness of the room. I expected more being that the hotel had the name "Best Western" attached to it. I know better now. I will not stay at another Sure Stay.
Thank you for taking the time to provide feedback of your recent stay, and we are sorry to hear that it did not exceed your expectations. Your satisfaction is important to us and we hope you will give us another chance and stay with us again. -Best Western Hotels & Resorts
Good value for the cost. Far enough out to be able to relax & yet close enough to comfortably walk to the main strip for a good choice of restaurants & fun. Family enjoyed the pool as well. Family lounge was a good meeting place.
jacquie h, Thank you for taking the time to give us your feedback about your stay at our hotel. I'm glad that you found our location convenient for your needs at a reasonable cost. We hope you were able to explore the area! We value our customers well and we are happy that you stayed with us! Thank you very much.
The room was nice. But, trash is an issue. Trash cans were always overflowing. And, the worst was the trash was thrown in the fire escape and had been there long enough that it was starting to stink up the fire escape.
tkstander, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are very sorry the cleanliness of your room wasn't up to our typical standards and for the negative impression we gave you that our staff thrown the trash in the fire escape . We will use your comments as a training opportunity with our team. We look forward to seeing you and your family again! Kind regards, From the general manager of SureStay Plus Hotel by Best Western Gatlinburg
They poured the dirty mop water in the river behind the hotel. My grandpa and I were fishing and we both saw a female worker dump the water in the Stream. It was dirty and soapy and it will kill the trout.
Heather H, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. My staff and I reviewed your comments and we have taken appropriate action to ensure these type of issues do not occur in the future. Please keep us in mind for your next stay in the area. Kind regards, From the general manager of SureStay Plus Hotel by Best Western Gatlinburg
Nice large room, clean bathroom. Balcony, but picture a bit deceiving. It does overlook the creek but directly across from other large hotel so the view is of the hotel unless you only look down! Internet was good, no problems there. Adjoining properties are a bit sketchy, best to avoid those two directions. Close enough to downtown area but at far end so not sure I would walk, especially at night. Comfortable beds!
The hotel room (king suite) was an extremely large room could have been designed better and needed lighting over the table, but overall a huge room, the bathroom is huge but it may contain the world's smallest bathtub/shower. The room was very clean except for the spare comforter had brown stains all over it, and there was a dirty bandaid stuck to the wall near the windows. One of the windows leaked when it rained and one of the air conditioning units did not work. The breakfast was good and had a good selection of items it would have been nice for a staff member to be cleaning up spilled food during the meal time. Parking during the week was easy to get to and find a spot however on Friday night the lot was completely full and out of spots. One of the staff members was politle professional and helpful, another employee was unprofessional and rude and didn't have a care in the world to assist a customer. Out of 3 nights there we only got room / housekeeping service one day, would have been nice to have housekeeping everyday. Overall, had the employee taken concern with our problems, there not being a bandaid stuck to the wall and the spare comforter to be clean it would have been a really good stay. If I ever came back to Gatlinburg I would probably give this hotel a second chance we got a great deal on the accommodations with a few minor issues.
Guide51168737423, Thank you for your review, your feedback and your comments regarding your stay. I do apologize for the discomfort you experienced with our spare comforter, but I'm glad we were able to meet your expectations of cleanliness and service. We thank you again for letting us know so that we can effectively address to our staff. We look forward to showing you how we have learned from your experience. Kind regards , General manager of SureStay Plus Hotel by Best Western Gatlinburg
Great location room was nice but had to share the balcony with another room shower was so small shower curtain touched you while you showered- all they need is an angled shower bar to solve the problem pool always looked cloudy and not clean very disappointed about that-breakfast was good and staff was great- just need to make some small changes and everything would be fine
Hello kimberly1128, Good day! Your kind compliments mean so much to us, and we thank you for taking the time to share this review. We are thrilled to hear that you enjoyed our convenient location, our high standards of housekeeping and our friendly and welcoming staff. We will happily share your comments with our staff and we look forward to seeing you soon! Kind regards , General manager of SureStay Plus Hotel by Best Western Gatlinburg
Staff were accommodating and easy to talk to. Rooms were clean and comfortable but the balcony was a treat from heaven. I could have sat for hours listening to the river and watching the raccoon looking for food. This is situated kind of crooked right off Main Street but easy to find and walk to restaurants. I found the pillows a bit hard. The breakfast was fine but nothing fantastic sticks out in my mind.
Hi ColleenL778, Greetings from SureStay Plus Hotel by Best Western Gatlinburg Hotel. Thank you so much for sharing your review and giving us an honest look at the guest experience in our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. I hope you'll return to enjoy a better experience with our pillows. Kind regards , General manager of SureStay Plus Hotel by Best Western Gatlinburg
We had the queen suite and the room was huge, clean and had a beautiful view. The hotel was being painted and you could tell they were in the process of sprucing things up. The hotel was just half a block off the main street which made access easy but kept the room quiet and secluded.
Hi Nikki H, Greetings from SureStay Plus Hotel by Best Western Gatlinburg Hotel. Thank you for your kind comments regarding our high standards of cleanliness and were able to provide you a comfortable experience. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We are looking forward to hosting you again and have a great day ahead!
Great room with a river view, and balcony. Two blocks over from the main strip. Walking distance to the area attractions...Texas Roadhouse was right there also. Room was clean. Would definitely stay here again
Paradise08577080950, Greetings from SureStay Plus Hotel by Best Western Gatlinburg Hotel. We are happy to hear that you found our location to be so convenient while staying with us near at the Texas Roadhouse and positive reviews regarding our rooms cleanliness . Thank you for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! We look forward to the next!
The hotel is large, 7 floors with relaxing balconies, huge rooms that are comfy and clean. The internet is great and never experienced any problems. Plus they have a lower parking deck so you can keep your car out of the elements plus plenty of other parking as well. Great hotel at a great price!
barrysJ5494XH, Greetings from SureStay Plus Hotel by Best Western Gatlinburg Hotel. We thank you for your comments regarding the cleanliness of our property and our great value. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!
Hotel is under new management from our last stay, but is still an awesome hotel.Front desk clerk was a little snippy at first, but then he warmed up. Room, bed, bathroom all clean. Door lock was a bit hard to unlock and the bathroom light/fan went out the first night. I love this hotel and will still stay here again and again. The balcony overlooks the river and just sitting on the balcony listening to the water is so soothing. This is not the Ritz, but you will not be disappointed staying here
Taloola529, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. I do apologize for the issues with the door lock , bathroom light/fan and especially that we were unable to take care of that for you right away. We will address the maintenance task right away for the benefit of our future guests, which hopefully will include yourself.
Had a nice babble'n river and patio but needs to something to enjoy it. The bathrooms need more attention. We had bugs or mold in the corners of the bathroom -- in plain sight for the housekeepers to notice. The caulk around the toilet....not even close to the toilet. Looked like a 3 year old tried to put it around the toilet LOL. The musty smell ---body spray took care of that. Overall, for the price it was OK. The beds were super hard but did have nice pillows.
Thank you for taking the time to rate us. We sincerely apologize that there were issues with your assigned room during your stay. Thank you for bringing them to our attention. Your business is appreciated, and we hope you will give us another chance to impress you with our accommodations in the future. Thanks again!
Quick summary: very comfortable stay in a clean, quiet room with nice amenities. Nice view over the creek. Good price value. Friendly, professional service. I base my evaluation on what I expect of a 3-star property. I've stayed at many 5-star properties, and this is not the Ritz, but very good price/value. First, I get the sense that this hotel may have recently changed ownership. I get the sense that it was an older property that the new management was working hard to update and upgrade. I saw evidence of recent upgrades and freshening up, but still a few things that warrant attention that they are probably working on. So, as a preview to my review, this was a very good stay but I think the new management is working on some things. Room #310 was very spacious and had a king bed, very comfy mattress, nice bed linens, many pillows. Very quiet room, even though the hotel seemed full. As with many BW locations (we belong to the loyalty program, and are generally happy with our stays,) there is a good chest of drawers and closet chest. Good range of channels on the TV. There was a sofa area between the bed and the TV, and a dining table with four chairs with a view of the river/stream. Fridge and microwave. Coffee maker, iron/board. No in-room safe (most BW do not have this that I've been to recently. An example of what the new management is probably working on: there was a desk, but was absolutely bare - no lamp, no outlets to recharge your devices, etc. TBA? Also: the complimentary wifi was appreciated, but seemed slow. I think I overheard the owner/manager in consultation with an advisor about working and upgrading all of these during our stay. Bathroom has a tub/shower with good room to spread on the sink vanity. One complaint: the toiletries (shampoo, bath gel) are wall-mounted higher than what is comfortable for someone to reach in the bathtub. While I appreciate the eco-consciousness of not having all the little plastic shampoo bottles, PLEASE mount these lower so that a person taking a bath doesn't have to stand up and down multiple times to access these bath potions? (It could be a litigators dream...) Spotless housekeeping. Very clean. Good HVAC. Good complimentary breakfast as seems expected at BW's -- variety of breads & bakery, hot dishes of eggs and sausage, biscuits (yum! - nice and warmed), yogurt, fresh fruit, cereals, juice, make-your-own fresh waffles.... To note: there is a balcony that overlooks the stream/river, but it is shared with the room next door. I am cautious about security in these cases, but assume that most people are honest. Still, just sayin'...keep your door locked.. Very friendly, helpful, professional staff. The room and hotel are quiet and an easy walk to downtown Gatlinburg with its entertainments, restaurants, and cute shops. Easy access to Smokey Mountains national park. Due diligence: Lovely view over the stream/river, but comfortable chairs would be appreciated. Probably leftover from when this property had another life: the outdoor pool in the parking lot was algae-filled and unattractive. Until they can open it for the season, I strongly recommend that they just cover it over. I'm sure this is on the "to do" list of the new management, but it should be a priority to make this more attractive, even by covering it over until they can work on it. In our particular room, the carpet was damp right by the window near the dining table. The MGT seemed to know about it when I mentioned it, and will be attended to sooner or later, but it was annoying when you wanted to gaze out the window in your bare feet. You can use an elevator to get to upper floors, but it would be useful if the interior staircases had better lighting. Sometimes you just want to walk down. So - a very good stop I most ways that lives up to Best Western good price-value standards. I'm sure that if we stayed at the hotel again, my issues noted above will have been addressed by that time.
Thank you Mme_X , your review is very impressive to us . We value our customer's experience that is why we always make sure that our facilities are in good shape to provide our customers the best we can offer in a reasonable price. We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again!
Really enjoyed our time spent at this hotel. It sits a block off the main drag and it's by the relaxing sound of the river flowing beneath your balcony. At the edge of town close to the entrance to the Smokies. Enjoy your free breakfast and go for a walk or ride.
Hello Global53034752296, Greetings from SureStay Plus Hotel by Best Western Gatlinburg .Thank you for rating your recent experience at our hotel. Our team so happy that you enjoyed your stay and that you found the accommodations and service to be satisfactory. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!
The stay was acceptable however we were not advised that the pool was not in working order. Our room was very large and met our needs. Was clean. Staff was friendly and location is great to downtown activities.
nelliemari, Thank you for taking the time to share your experience! We appreciate your rating of our hotel, though We are saddened to hear that your experience was less than satisfying due to the availability of the pool and I hope that your next visit will be even better. This is certainly not the kind of experience we would like you to have. Please accept our sincerest apologies for any shortcomings and the inconvenience it caused you and your family.
I'm going to focus on actionable items here because I liked the front desk staff, and I think this property has potential (and the management actually reads and responds to these reviews - which is impressive). I'm not a hospitality expert, but I'm a marketing pro so coming at it from that lens... We headed to Gatlinburg to hike - a lot. Our needs were basic: hot shower, nice bed, near water not the crowds, and close to restaurants. I grew up vacationing in the Smokies so I knew the area well but never stayed at this hotel. Looks like investment has been made into fresh paint, carpet and bedding upgrades. All great. But there are significant opportunities to improve other parts of the hotel - many small things that add up to a total impression which ... is no bueno. Location: **perfect for hikers - promote the heck outta that** Rooms: Obviously new digs, but there are plumbing problems, leaks, and the double-paned windows need cleaning in between the glass. Nice view of the river, but separate room balconies from each other and lose the common light - it's creepy. Apparently some rooms do have weird odors, our included,,, Elevator & Exterior Doors: Need weatherstripping and updating Breakfast: No competition with the hot breakfasts nearby, so stick to Continental basics - cereals, assorted bagels and pastries, granola bars, yogurt, fruit, tons of good coffee, free bottled water Outside: You have a great patio spot by the river with no furniture besides a couple of steel chairs - add rocking chairs and some tables and it will be fab! Cover the pool when not in season - the green "pond" is unsightly and adds to the unkempt feel. Lots of great memories of Gatlinburg; would love to see this hotel succeed.
Lisa D, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. Your suggestions are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience. Please keep us in mind for your next stay in the area.
Great room. Clean and comfortable. The wifi was slow but it got the job done. The only downside is the breakfast. They served scrambled eggs, sausage, and gravy.....all at barely room temperature. The microwave took care of that problem. The cereal was stale. Everything else about our stay was great. Great staff!
Hi Curiosity35195191621, Thank you for your kind comments and review regarding our high standards of cleanliness and hospitality of SureStay Plus Hotel by Best Western Gatlinburg. We also appreciate your feedback regarding our breakfast service as this will help us to continue to improve upon the guest experience. Our team so proud hear that you had a great time with us and we are looking forward to your next visit!
We stayed here one night arriving late (approximately 9:30pm). Greg at front desk was very kind and helpful. Free breakfast normally starts at 7am but we told him that we had to leave around 6:30am. As we were leaving we discovered that breakfast was ready early. Consisted of scrambled eggs, sausage links, biscuits and gravy, waffle maker, and fruits and pastries. Our room was very clean. Parking was very simple and plenty of spaces. This hotel does have outside entry doors for each room. Hotel sits alongside stream. For the price, this hotel is a great value.
Thank you for your kind review! We are so happy that you enjoyed your stay with us and that our staff provided you with the level of hospitality that we pride ourselves in. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
This property has very large rooms. The rooms are clean and the beds were comfortable. The bathroom was fine with everything there that's needed. The rooms over look a very small river that you can hear with the door open with passing ducks. Nice stay for three days!
Thank you for taking the time to rate us James. We are glad that you enjoyed your stay at our picturesque location. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you again for choosing to stay with us here at Sure Stay Plus Gatlinburg!
We arrived earlier than anticipated, the receptionist noticed there was a note in the comments that we were up for our 20th Anniversary. Our room was upgraded to the King Suite as a gift from the hotel. Our room was spacious & roomy. The bed was comfortable. We were extremely pleased during our stay. We never went without fresh linens daily either. We will return!
Your positive review means a lot to us angiec984. It means a lot to us that you've allowed us to be such an important part of your special day and celebrations! We are thrilled to find out that we were able to make this occasion more enjoyable and convenient. Thank for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! We look forward to the next!
This hotel was conveniently located near the Smokey Mountains. It was also close to other attractions. It was walking distance to Gatlinburg, which was nice due to the fact that most places charged for parking. The people at the front desk were friendly. We requested a non smoking room and we were next to people who smoked on our shared balcony. The smell of their smoke came into our room, disgusting! We couldn't sit on the balcony and enjoy the river below. The room was nice, except the windows were really dirty and there were finger prints on the refrigerator and microwave. The glass doors leading into the lobby also needed to be cleaned. They were always dirty. The breakfast started being served at 6:30am and the eggs were watery and cold. We ate waffles which were fine. It is a good place to stay especially for the price. Other than some noisy people ,the place was relatively quiet. We would stay there again, because of the price and location. We give it 3.5 star ⭐️ ⭐️ ⭐️. 5 out of 5
Dcfl, Thank you for sharing this experience with us. I am happy to see the high rating and to read the pros of your experience; yet I regret to hear of your dissatisfaction with our breakfast service and rooms cleanliness during your most recent stay with us! Your comments and suggestions will help us to recognize our strengths and improve upon our weaknesses, though I am glad that our location to be convenient for your needs and prices have been useful for your getaways. Please keep us in mind for your next stay in the area.
We visit this area 1 to 2 times a year, this is our 1st time staying here and it will definitely not be our last. Located at the end of town it was convenient walking distance to anything in town. Our room was spotless and very large, very comfortable bed, large clean bath and a nice balcony overlooking the creek, They also provided a hot breakfast with Waffles, fresh fruit, cereal, scrambled eggs, sausage, biscuits and gravy and the room was always clean and quiet . We will stay here again
Thank you you for your kinds review Alan. We are so happy that you enjoyed your stay with us. We strive to provide our guests with the best service and comfort possible. We will be looking forward to having you stay with us again next time you are in town! Thanks again for staying with us here at SureStay Plus by Best Western.
We stayed the weekend and didn't want to leave. Room was big, bed was comfy and balcony was relaxing. Breakfast was good and everyone in my group enjoyed there stay. Plenty of sleep space for families.
Dear Journey44150890255, Thank you for taking the time to let us know how you enjoyed your stay. It is great to hear from you and your compliment to our services, amenities and breakfast. We appreciate your five-star review and we look forward to serving you again.
The lady at the front desk was nice we chose this hotel because it was closer downtown Gatlinburg Tennessee.that we could walk to. the hotel room was great bed was comfortable overall it was excellent. Also have free WiFi & Breakfast.We enjoy our stay
Dear Adventure03835214005, Thank you for sharing your heartfelt review. It is great to hear from you and I am so glad that you enjoyed our staff courtesy and have taken the time to recognize the hospitality and care that we aim to provide for each of our guests. We appreciate your kind compliment to our staff, breakfast and the wifi, Your comfort and convenience are our top priorities and thank you for letting us know how we have been successful in our efforts to impress you. Thank you for the high rating and we look forward to serving you again.
THE GOOD-Great view of the river, friendly staff, covered parking, budget friendly, clean rooms. Veteran discounter, decent hot breakfast. THE BAD- shared balconies and faces balconies of hotel next door.
Dear Hanberry84, Thank you for taking the time to share your great review. We are indeed grateful that you find our place excellent and comfortable. Thank you for your compliment and It means a lot to hear from guests who are satisfied with all of our services and amenities. Thank you for the high review and we look forward to serving you again!
We enjoyed how it was close to everything but still far enough away it was quite at nite times Parking can be a little confusing The pool was green an nasty (but of course it was off season and not open) My husband enjoyed the room we had And we loved our balcony, it was looking right over the river
Dear Valued Guest, It is wonderful to hear that you and your husband enjoyed your stay and that you have rated our hospitality and accommodations so highly. We are happy to have met your expectations with our friendly services and the cleanliness of our guest rooms. Thank you for your feedback, we shall definitely work on your observations. You can expect a further improved stay next time. We can't wait for your next visit.
When first arriving we were told we would have an extra bed and he would bring it up to us. We went up to the room, King Suite, the room was very spacious, the balcony, not private, but has a river view which is pretty and peaceful. However, the balcony tables and chairs could be at least wiped down. We went back inside and started opening the curtains and OMG we should not have done that or else we wouldn't have realized how dirty this place was. The window seals are extremely dirty and there are dead ladybugs lined up along all the windows in the rooms and the windows look they haven't been cleaned in years. Went in the bathroom to find a couple pieces of broken tile, mold and pink stained at the bottom of the shower curtain. Went down to see about the bed and it ended up being another staff member, a woman, name tag said Devon, she was fairly nice but kinda rude. She stated the only extra bed the hotel had was being used still. They didn't have extra pillows, no extra comforters, which was whatever. I didn't expect this hotel to have everything we needed because the price was cheap but I didn't expect it to be so dirty. The breakfast, hot, however the eggs are precooked and heated up and then set in water, sausage links are rubbery, the biscuits and gravy aren't bad, the milk tasted funny and also my orange juice had pieces floating around at the top so I doubt they clean the kitchen stuff either. So if you're thinking you'll save money by eating breakfast here spend the extra money to stay somewhere else. We tried to find somewhere else to stay and had no luck didn't feel like hauling 4 kids and all of our luggage out again either so we stayed 2 nights. Overall, it wasn't the worst place but I would spend the extra money to stay somewhere else. Don't let the great reviews sway you into booking a stay here. However if you are young and have a group of friends that wanna hang out and party and don't care about it being deep cleaned or not then go for it! It's cheap for a reason. At check out when I expressed my concerns to “Devon” she asked what the problem was and I explained it to her and she just kept trying to argue with me about everything saying there are ladybugs everywhere in the city and this is a $50 hotel everywhere else and I got what I paid for. She did give me a 20% discount for being unhappy with the cleanliness but told me that it seems as if I have high expectations and that if I'm wanting a good hotel to try the Hampton Inn
Dear Chelsea, Thank you for sharing your experience, and I am so sorry to learn that we failed to meet your expectations of quality service and accommodations. We apologize for the cleanliness issues in your room. I assure you that we have the highest standards of cleanliness and that your comments are very important to us and addressed immediately with our housekeeping staff. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
We loved the size of the rooms. Bathrooms were outdated and dead lady bugs in the windows. The windows were also very dirty you could hardly see out of them. The hotel was in a great location and for the price you cant beat it. We would definitely stay here again
Dear NorthStar02300463055, Thank you for taking the time to share your review. I'm glad that you found our location convenient for your needs at a reasonable cost. Although I am saddened that you encounter these kinds of problems like the bathroom and bugs. Please know that we will address this immediately. We appreciate your time in pointing out the areas in most need of attention as we work towards updating and improving upon our accommodations.We also appreciate your suggestions for improvement and look forward to impressing you during future stays.
Stayed here for 5 nights. King suite. Hotel pictures online are very deceiving. Our suite had an odor that never went away. The room itself was very old and missing tile in the bathroom. Bed was rock hard. Rotting wood that lead out to the shared balcony. The hotel breakfast was below the standards of a Best Western as well. I wouldn't recommend staying here.
Dear brendamO5251SN, Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. We take all reports of lacking service and issues with amenities and accommodations seriously, particularly those that you have raised. I apologize for the inconveniences that you experienced and I want to assure you that we are continuously improving through guest feedback and suggestions. We do hope to serve you again soon so that we may change your opinion at our hotel.
The hotel was great. The room was very clean. It is within walking distance of attractions, food, and park, but was on the backside so no noise. I actually left a bag and they called to let me know how to get it back. They called to advice me of each step in getting my bag returned. I will definitely stay again.
Your five star review means a lot to us Linda S! We are happy to hear that you found our location to be so convenient while staying with us near at the restaurants , and park at a reasonable cost. We hope you were able to explore the area! We value our customers well and we are happy that you stayed with us! Thank you very much.
The Location was good close to strip for walking but far enough away that there wasn't any street noise the pictures online definitely make it look nicer then it really was the rooms looked old and run down the beds weren't the most comfortable but weren't the worst either the staff was very nice and friendly but we had lots of dead lady bugs inside our room by the door and in all the windows. We also had a lot of them in the lights in our room but over all not a terrible place other then the bugs everywhere but it could have been worse not bad for a weekend get away but I wouldn't stay again if I had my kids with me
Dear Zackyboy239, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. I want to assure you that we are thoroughly investigating this claim, we are taking the necessary precautions to ensure that nothing is missed. I want to assure you that we respond promptly to pest alerts with expert extermination services and also treat to deter pests on a regularly scheduled basis. Thank you for your business and we hope you'll consider us again on your next visit.
We stayed here during our weekend conference. We couldnt have been more satisfied. Had a couple of issues but they fixed them right away! We look forward to staying here again. The office staff were a great help. The breakfast foods were tasty and satisfying. The rooms were well cleaned. Beds are extremely comfortable and slept well. Being beside the little river was very relaxing. It was close to great attractions and restaurants. We need more great vhoices like these.
Hi Camper42820188762, Thank you for taking the time to leave a review. We are glad to learn that you had a comfortable and convenient experience and that you are satisfied with our services. Thank you for your kind review and compliments to our staff and breakfast options. We seek to give each guest a very comfortable and accommodating experience and we are thrilled to hear of our success in this ambition. We hope to serve you again in the future.
What a great spot. October 11th, 2018 small group of us traveled via motorcycle from Groton CT to attend an event in Gatlinburg TN. We arrive a little after 1130 pm and check-in went very well. Although the room was clean it had a smell to it. Not sure what the source of the smell was but we got used to it. We enjoyed the location. It was cool to sit out back and listen to the sound of the small river that ran past the hotel. The hotel is located a short distance from just about everything. The breakfast was good and served as a great start to the day. I would stay hear again.
Vernon P, I am so sorry that you smelled of unpleasant in your room. In the future please address immediately so that our staff will clean and disinfecting to restore the clean smell of our accommodations. Thank you for bringing this matter to our attention so that we can make sure no future guest experiences the same inconvenience.
We stayed one night on the way home over Christmas break. We had to wait an hour after check in to get to our room because it wasn't ready yet. Once we got to our room we found that the bathroom was dirty with hair and grime all over. The windows leaked and water pooled on the inside. There was mold in the room on the ceiling and in the corners of the wall. The light switch was located BEHIND the microwave. Will not stay again.
We are sorry to hear that your recent stay with us did not exceed your expectations. We hope you will give us another chance and stay with us again. -Best Western Hotels & Resorts
I would recommend this hotel to anyone we stayed in a condo it was warm and cozy and was more than we expected I loved the rooms and the walking distance to town definitely worth the money and will go back in the summer
Thank you for your kind review! We are so happy that you enjoyed your stay with us! We have lots of renovations planned for the beginning of the year. We are sure you will be even more impressed with the lodgings on your next visit. Your business is appreciated, and we look forward to seeing you again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
This hotel is old and dirty. Unfortunately ut does not live up to the Best Western Brand name. I was very surprised to see how dirty our room was upon arrival. I tried to shake it off and maintain a joyous attitude for my family. However, it was as though housekeeping only half heartedly cleaned. Most notably, there was a cup full of cigarettes on the balcony and ashes all over. Black mold appeared to be growing in the corners of the room and on the outside window. Scuff marks covered the walls and bathroom door. The fireplace has been, "Shut down" for good. I tried to make the best of it and not complain. We dropped our stuff off and left for the afternoon. After a full evening we returned around 11pm. I put on my nightgown turned off one light and as soon as I did, three roaches crawled out of hiding. I can deal with not so clean... I can't deal with roaches. We got dressed and checked out immediately. They did refund our money which I appreciated. I was taken back by the receptionist's response when I told her our room had roaches. She stated they just sprayed that week and she has not had any complaints from THAT room.... that room? Like people have complained of multiple other rooms? I wouldn't recommend this hotel.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future Thanks again.
Devon was great when I got lost getting there and in extend my stay. The hotel suite was like an apartment. The hotel is great for people who like to walk because it is near the major attractions. Can't wait to book again next year.
Thank you for your kind review! We are so happy that you enjoyed your stay with us and that Devon was helpful to you. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for staying with us here at Sure Stay Plus Gatlinburg!
I stayed here for one night while visiting the Great Smokey Mountains. It is one of the nearest accommodations to the park entrance but still close enough to the main street of Gatlinburg. Rooms were quite average, clean but the decor was a little worn. One thing that I really did not like was the balcony; there was no privacy as you were sharing with 2-3 other rooms, so you had to keep the curtains pulled and the door locked. The other thing that was an issue was the elevator, it was soooo slow. I just ended up using the fire escape stairs which was quicker even though I was on the fifth floor here is a breakfast available in the mornings which was ok. Reception staff were quite friendly and welcoming.
Thank you for taking the time to rate us. Your input is very important to us and will considered. Please be assured that we have major renovation projects scheduled to begin after the first on the year. The privatizing of the balconies are one of the thing under discussion. We are confident you will find the accommodations much improved should you choose to stay with us again in the future. Thanks again!
The room was decently clean. Some dirt. The rooms really need to be updated. It has doors that are on the outside of the building, not within, which can make you feel less safe. We were okay though. The staff was nice and attentive. The free breakfast was good with a variety of food. I would say the free breakfast was average for Best Western. The area is very close to downtown Gatlinburg, but Gatlinburg itself was very crowded. I'd stay at the hotel again, if I stayed in Gatlinburg again. I probably won't be staying in Gatlinburg again, however.
Thank you for taking the time to rate us. Your input is very important. Please be assured that we have major renovations that will start to be implemented after the first of the year. Your business is appreciated, and we hope you will choose to stay with us again if you do decide to come back to the area. I would suggest March or April, during the week so it wont be so busy Thanks again!
Arrived at the Surestay Plus Hotel, which is ran by Best Western,the front desk clerk left us checkin early instead of the normal 3:00 checkin time, very friendly staff and rooms were very clean,looking forward to going back again sometime!Highly recommend!!
Thank you for your kind review Dawn! We are so happy that you enjoyed your stay with us and that our staff was able to accommodate your needs. Your business is appreciated, and we will be looking forward to seeing you again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
We were there for two nights al the last minute so it ward to find any accomodation in Gatlinburg. Location is not really on the main area but not that far to walk. So were happy. Several nice steakhoue and other restaurants within 1/2 a mile. Our room had two queen bed and comfortable mattress and clean with microwave and refrigerator. Even though when we booked the room it said continental breakfast but got waffles, scrambled eggs, sausages, bagel, bread and danish, muffuns. It was great since we did not expect it. The check in staff were very friendly and helpful. Only thing I would suggest is they need to renovate big time. It was kind of dillapidated. Other than we enjoyed our stay.
Thank you for your review! We are so happy that you enjoyed your stay with us! We do have plans for some major renovations starting next year. We are replacing the carpets and windows through the entire facility as well as other small improvements. Your business is appreciated and we hope you will stay with us again the next time your in the area. We are confident that you will have an even better experience with us Thank you again for staying with us here at Sure Stay Plus in Gatlinburg!
We went to Gatlinburg with another couple, we chose this hotel since it was in walking distance to the strip. From the moment that we walked into our room it was just awful. We had a heavy smell of pot coming from the room under us that was coming up through the fireplace. We complained at the desk but it didn't help. The other couple took that room, since we have breathing issues and we took the other room that we had, that was no better, the room was dirty, nasty and the view of the creek is a joke, since the windows are so dirty that you can see out them. If you do go out on the patio you will be sharing it with the 2 rooms next to you. The bathrooms are gross and need to be updating. They had all plugged into one outlet the coffee maker, fridge, and microwave has to be a safety issue. The free breakfast is disgusting, the eggs didn't like any egg we had ever had before. This place needs to be shut down and totally redone, Best Western should be ashamed to be connected to this hotel. There is so much mold in the rooms, that when we got home my husband had to go to the dr's and get antibiotics and steriods. He also missed 3 days of work, so we had that expense after staying in this location. When we checked out the owner was at the front desk and asked about our stay.. we told him that we were very unsatisfied all his response was " oh sorry". When we got home I was still upset about the stay that I reached out to Best Western Corp. I emailed them directly and they directed the owner to contact me directly. I held off on posting this review to give them a chance of answering my concerns, The owner has never contacted me nor do I expect him ever to do that. So all I can say is to never stay at this location. I am also posting my pictures so you can see for yourself.
We have come to Trust Best Western for clean, comfortable rooms as we travel. NOT SURE STAY in Gatlinburg!! You could not see out the windows for all the filth! The balcony view was perfect but looked as if it had never been swept and each time we stepped out, the neighbors dogs acted as if they would eat us! The floors were sticky, the toilet flushed only slightly, the whole place is run down!! We do NOT appreciate spending good money for a dump like this! The breakfast was horrible, the juice machine was not turned on, the hot breakfast was cold. The Lobby was dirty and allcthe workers appeared lazy!! Best Western, you need to do something about this place!!!
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility. We have some big projects planned for early next years such as replacing all the windows and carpets. Also, we will no longer be a pet friendly location next year. We are confident you will find everything much improved should you choose to give us another chance in the future. Thanks again!
This hotel is decades old, and it's changed names several times, but it's a good deal and a great location. The property is currently a Best Western (since April). The rooms are large and updated, with a balcony overlooking the "river" below. You get a free breakfast, and free parking too. Wi-fi signal was very good in our 4th floor room. However, what sells the hotel is it's location. We've been to Gatlinburg many times, and it's a HORRIBLE place to drive around in. It's difficult to find parking downtown, and at peak times even getting in and out of the national park is rough. That's how it was when we were there this weekend. So, to stay in a hotel that's inexpensive and one block from Light #10 is a huge deal. We only had to drive into the park. Downtown was an easy walk from the Sure Stay Best Western. The front desk person was nice, the room always clean when we came back at the end of the day. That's really all I want in a cheaper hotel. We've stayed up on top of the mountain before and had the great views from our room. This time we only wanted convenience, and his hotel provides that. We'd stay here again.
Thank you for your kind review Greg! We are so happy that you enjoyed your stay with us and that our location is convenience for you! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Next year we will be undergoing some major renovations, so it will be even better the next time you visit with us. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
First thing I noticed going into the bathroom was a thick, hairy black mold growing under the toilet bowl rim.. spots on the bathroom floor. Check is was 3p.m. we did not get to check into our room until 6. No towels ever changed out. when I would get back into the room at night I had to go look for towels.. office staff were always out smoking. on the last night a elderly man and small boy brought me towels at 9 p.m. I was over charged and could not understand the foreign man at the office. The so called breakfast bar never had one thing on it filled. I guess when she brought out the small bowl you had to be there.. said it opened at 7:30 NO FOOD.. and, when you asked if she was bringing anything out she would say I have to go cook it.. well, the eggs were some kind of odd powdered mix and nothing was good but still you are entitled to it.. NO yogurts ever brought out.. She brought out 2 one morning.. Trash never taken out. I had to go out in the middle of the night and look for a trash bend.. NO one answered the desk.. I guess smoke break. Trash can at the end of walk on my floor had trash spilling out of it and on top of it and it was NEVER cleaned up the 4 days I was there. Spiders were hanging from all the lights on the walk way in front of rooms.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your stay. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!
We always stay on the strip somewhere and decided to try this one out (not directly on the strip btw.) Check in was fine, Tina was fantastic. We got to our room only to notice 2 of our lights did not work. Called Tina up and she said she would put in an order to have them changed the next day. Eventually they started to work for a little while then would go back off. These lights were the ones over the TV and over the mirror in the bathroom. Right after that my husband killed a katydid above the door frame. Then I tried to plug my phone charger up, the outlet behind the bed wouldn't work. Tina did give a great recommendation for pizza delivery and was very helpful for information on the area. The next day we had breakfast, which was good. Half hot (biscuits, gravy, eggs, sausage) and half continental. Room was very spacious with a shared balcony. Bathroom floor was filthy. Luggage carts are hard to get hands on during check out. Overall an OK stay but will stick with what we know and book somewhere else on the strip.
Thank you for taking the time to rate us Britney. We sincerely apologize that there were maintenance issues with you room during your stay. Thank you for bringing them to our attention. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!
This is a really great place. The front receptionist (dreammy) always greets people with a beautiful smile and she's always attentive. The staff is really friendly they always tried help in any way possible. The rooms are very clean and spacious, the pool has a nice view of the city. If you have any questions about how to get some where, the receptionist will tell you the best, easiest and cheapest way to get there.
Thank you for your kind review Maria! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thanks again!
Very rude night shift manager. Got there around 2 p.m. Said there was a staff shortage and room would not be ready until around 4 p.m. Walked around for two hours and went back. She was rude again. Went to eat dinner and came back to another staff member who got us in our room. Customers will be understanding of the staff shortage if you speak to them in a friendly manner, which she evidently doesn't possess. I have stayed at many Best Western hotels throughout the U.S. I am not fancy, but this hotel does need an update. The price is to high for what you get. Thank you.
So I have mixed reviews about our stay here at Sure Stay by Best Western. Upon our arrival the front desk clerk was extremely friendly & helpful however it seemed like EVERY time we walk by she was outside smoking which in my opinion is not a great look for your hotel. We chose this hotel because we were hoping we could walk to everything in Gatlinburg as we didn't want to have to drive & we could but it was quite a walk as we were down at light 10 & a block back but we were ok with that. Now for the room, the beds seemed clean & they were comfy however that was the only thing that felt really clean to me. The room could definitely benefit from a good clean. I would NOT walk on the floor without shoes on because the floor just looked gross. The bathroom wall had a large clump of dried toothpaste from the previous people who stayed...again gross. If we could see that why couldn't those cleaning the room??? We did tell the front desk & they cleaned off the clump but left they rest, I'm confused??? I feel like they just need some new housekeepers who know how to REALLY clean or maybe give them more time to do their job. We always had hot water for our showers and the free breakfast was decent. Would I stay here again...good question...I would definitely look to see what other hotels are available first before coming back.
Thank you for taking the time to rate us. Your input is very important to us and will be looked into. Please be assured that we are making regular updates to the facility. The carpets are one of the big projects that we have planned. We have plans to replace all of the carpets throughout the hotel sometime this winter. We hope you will find the accommodations much improved should you choose to stay with us again in the future. Thanks again!
Usually we enjoy Best Western. But this is a cut-rate motel. They tried to fix it up after the Gatlinburg-area fire a couple of years ago, with fresh paint and perhaps new mattresses. But our room smelled musty. Broke lamp fixture over the sink. Tiny bathroom. Windows with cracked seals. The only good thing was breakfast.. and of course the lower price than surrounding motels. Next time we'll pick a higher priced motel.
Thank you for taking the time to rate us Julie. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!
The hotel seems to be in improvement phase. The room was spacious and beds comfortable. The room has a balcony with 2 chairs overlooking the river and to view some mountains. It is a shared balcony with your neighbor. You can see the hotel is making improvements and the room was clean. The breakfast area was nice and breakfast was decent for free:) The pool is on the smaller side, but fine for younger ones. We were able to walk into town and not move the car. It is an average hotel with friendly staff.
Thank you for taking the time to rate us. Your input is very important. We are pleased that you found your stay both convenient and comfortable. You are correct in noticing that we are making regular improvements to the facility and we hope you will find the accommodations even better should you choose to stay with us again in the future. Thanks again!
Nice hotel for the price. It was older but the room was huge and clean. Beds were also comfy. Very small pool with only 10 person capicity but it looked clean and well kept. The main problem was the staff!! I asked for a roll of toilet paper and she handed it to me and said here is your sh** tickets. She proceeds to use that word almost every other word! They also do not have a plan in place for severe weather. We were on the top floor with tornado warnings all around us so I asked the front desk clerk if there was a plan in place or somewhere to go and she told me "No, I guess you can get in the breakfast room and go under the tables" Really??!! Also it is right off the parkway (a block) but it is at the very end of the parkway at the last red light before you go into the park so it is still a little bit of a walk to everything. Will not stay again strictly because of the lack of professionalism!
Thank you for taking the time to rate us. We are pleased that you found your stay comfortable. We apologize for the experience you had with the front desk person in question. We will be sure to address this with said staff member. We assure you we hold our staff to a higher standard than what you have described. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!
The motel was very clean and very nice people that worked there. The fridge did not get cold and the 2nd TV did not have a remote however I told them that and that same evening the fridge was very cold and we had a remote for the 2nd TV. The room was a suite and it was huge. If I get to Gatlinburg again I will stay at this hotel. The best hotel for the price that I have been to in the last few years. if you are picky about hotels I would say stay here.
Thank you for your kind review! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
This hotel is gross. I have nothing good to say. Extremely over priced for the condition of our room. It's extremely disappointing for a Best Western hotel. Our room was NOT ready when we arrived at 5:30 p.m. They were frantically "cleaning" it while we waited outside of our room. We paid $146 for our room. It wasn't worth $40 for a night. These rooms NEED some serious deep cleaning and major updating. The bathroom looked like a nasty public bathroom. Multiple layers of wall paper showing through above and below the mirror. Broken furniture shoved in front of a fireplace. Dead bugs on the carpet. Rusted light fixtures. Large sections of wall missing paint. Windows so dirty you couldn't see out of them. The doors were chipped and dirty. Also,there was no hot water for showers. It doedmt even start out hot! They could also use more front desk staff or someone that is more efficient.
Thank you for taking the time to rate us Rhonda. We regret that you did not enjoy your stay with us. Your input is very important to us and will be looked into. Please be assured that we are making regular updates to the facility and we hope you will find the accommodations much improved should you choose to stay with us again in the future. Thanks again!
This hotel is not on the main strip but is within walking distance. Very quiet. The staff was friendly.The room and the property were clean. Our room looked like it received some updates. Beds were comfortable. The room had an updated bathroom with a single person jet tub. The pool was clean and looks like they had some new chairs and tables. I had already made a reservation at this hotel a month ago for New Years. (ya have to book these days way ahead) I will be keeping my reservation there. Continental breakfast was good. A good variety and everything was fresh. Staff was on top of things. I will stay here again
Thank you for your kind review! We are so happy that you enjoyed your stay with us! You are correct in noticing we have made several updates to the room and property and are planning to continue renovations throughout the year. We are confident you will find the accommodations even better when you come back to stay with us again for New Years. Your business is appreciated, and we look forward to seeing you again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
Well this must be one of the oldest motels that Best Western has in their inventory. Very old worry some elevator. Almost made me want to take the stairs to the 7th floor. Very vintage decorated rooms that could use some updating. Nice balcony that did not have a wall/fence to prevent the ones in the next room to walk by out balcony window!. Even had old cigarette butts just dumped out on the balcony floor that were not picked up when the units were cleaned. And the riser in the toilet was broken so water was running all thru the night!!
Thank you for taking the time to rate us Glenn. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility as we continue our transition to the Best Western brand. We hope you will find it much improved should you choose to give us another chance in the future. Thanks again for your review, your feedback is much appreciated.
Got there early, had to wait but seating was very comfortable off lobby. Room was nice. We had a balcony overlooking stream. Quiet and relaxing. We were on 5th floor, thank heavens for elevator. LOL. Only bad thing was getting out onto highway, A little steep and a curve to the right made it hard see, so be careful. Was at end of Gatlinburg stop light 10. Read other reviews but we did not have a problem
Thank you for your kind review! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
I use Best Western Hotels when ever we go on trips and stay at them 10 to 20 nights a year. This was by far the WORSE one ever. We checked in of Friday evening and noticed the room had a heavy smell of carpet fresh. My wife looked on the bathroom and noticed hair and soap scum in the tub / shower. The room was large and most likely a suite at one time but the florescent lights are ill placed in the ceiling and there was one long one with no cover over it. The carpet has a burn mark from an iron and another place it was fraying. When we opened the curtains to see the river the windows were so dirty you can hardly out. It looks like they were never cleaned or something got between the two panes of glass. The were all like that, not just one. When we went to step out on the balcony we noticed there was no privacy and it is shared by two other rooms. At night there are lights you could not turn off from our room and millions of bugs flew around the lights so you could not even sit outside and enjoy the river below. We started looking for a different hotel and made a call to the front desk about the bathroom. The person at the front desk did come up and clean the tub / shower and apologize. The next day I dropped some ice on the tile floor and my wife went to clean it up and the wash cloth was BLACK. Needless to say we walked around with shoes on the rest of the weekend. As a Best Western Diamond Points member this was THE WORSE. I hate to say but when in Gatlinburg again we will be staying at the Hilton or other hotel.
Dear Steven, I would like to thank you for taking the time to share your concerns and writing a review on the SureStay Plus Hotel Gatlinburg. I would also like to extend my sincere apologies for the issues you and your wife encountered during your stay. I have shared your review with our housekeeping department and want to assure you that great changes are currently in the works. Our recent switch from Travelodge to SureStay will include extensive freshening of our guestrooms and public areas as well as further enhancements to our free hot breakfast. Again, please accept our sincere apologies for the issues you encountered. We do hope that you will give us another opportunity should your travel plans bring you back to the Gatlinburg area. Please feel free to contact me direct if I can be of any assistance or if you'd like to discuss your stay further. Sincerely, Nirav Patel 865-325-1516
Decent location, 2 minute walk to the Gatlinburg Trail.This place is marginally clean. The only reason I would call them dog friendly is because they allow dogs to stay. It is not set up in a dog-friendly accessible way. Because the hotel is next to the waterway, there are no 1st floor rooms. All rooms are 2nd- 7th floor. This was a huge inconvenience for me and I wouldn't have booked it had I known. The elevator is old and clunky, which scared my 2 dogs. Imagine convincing 2 80 lb dogs to use an elevator they're afraid of, every time they have to potty. The potty area was not mowed and was covered with debris. Parking lot was very hot and my dog sustained a burnt paw while getting into the car to leave. Staff tried to be nice, and patient, but I was clearly disappointed and they struggled after bit, but still kept their cool. The room itself was large with a shared balcony. The room smelled of humidity and carpet cleaner. The remote was sticky, bathrooms marginally clean. Food under sofa, etc.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your stay and did not feel that our property accommodated your dogs. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!
Decided to go down to Gatlinburg a day early for cabin. Want ahead and booked their sweet. With kids ended up costing about $220 for one night stay. We all slept in our clothes because the place was so filthy. Got switched out of our first sweet to the second sweet because the first week was so filthy second sweet just is filthy. I was told by the manager at the rooms are as clean as they can have them. I was told they're having problems with their cleaning staff. Would never ever stay or recommend this hotel. There were hairs all in the bathroom pieces of chicken in the couch the Jacuzzi was clogged with a hairball. If you read one review read mine. Do not subject your family to this hotel.
Dear Josh, Thank you for taking the time to share your concerns and provide feedback on your recent stay with us. I would also like to extend my sincerest apologies for the poor house keeping your family had to endure during your stay. We will be sharing your review with the staff. We assure you that we have a much higher standard for our housekeeping than what you have described and these issues will be addressed. We are also in the process of hiring more housekeepers to ensure that the rooms are able to receive the proper attention. Again, our deepest apologies and we hope you will choose to give us another chance to provide you an exceptional experience. Please feel free to contact me direct if I can be of any assistance or if you'd like to discuss your stay further. Sincerely, Nirav Patel 865-325-1516
We try to stay here because its cheap. The staffs are friendly and accomodating. The room is clean and they have a good view from the river.just walking distance from the town which is good. Very accessible
Thank you for your kind review Herbert! We are so happy that you enjoyed your stay with us! Your return business is appreciated, and we hope to see you again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!
$166 for a queen suite that was dark, creepy and outdated. The check in lady made sure to ask me and the other guests if we had dogs but she wasn't forthcoming about why she was asking - the $25 pet fee applied to the final bill. Like with everything else in this hotel, there was a very "we-only-work-here" kind of attitude. Time to call corporate on this one - if they even care.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. We apologize for any miscommunication about our pet policies. We will be sure to discuss with staff the need to improve communication in this matter. Please be assured that we are making regular updates to the rooms and facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!
Great location away from the hustle and bustle of downtown Gatlinburg . Quiet area. Lots of parking. Comfortable bed. Located along a river/creek which you cannot see from your room, but can when you lean over the balcony railing. The room we had was very outdated and dirty. The bathroom had a new shower stall. Lighting was poor. The windows were filthy and you could barely see out of them. Staff did not seem to know what they were doing and had very poor PR skills and obviously lacked training or weren't trained at all. Breakfast was a joke. Not enough food and very poor service. Tables not kept wiped and food brought from somewhere in zip lock bags. Check in and out left much to be desired. Won't stay here again.
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. We also apologize for the chaotic environment that was going on during our brand change over. Things have settled and are running smoothly now. Please be assured that we are making regular updates to the rooms and facility and we hope you will find it much improved should you choose to give us another chance in the future. Thanks again!
The 4 pet friendly hotels we stayed in previous to this on our trip did not charge extra for pets and were legions nicer. We chose this place because of it's good rate on our app, but with a $25- upcharge we could have stayed at one of the nicer pet friendly places, had we known. When politely asking the lady at the front desk if a compromise could be made she was unyielding. The rooms were okay, but not super clean. The old, clouded over, inoperable windows did nothing to highlight the neat river view just outside them. The bathroom smelled like an ashtray and was dirty. I wanted to spend as little time in there as possible. The big toenails between the nightstand and the bed were especially charming. For the price we ended up paying I could have done MUCH better in Gatlingburg. We were disappointed.
Thank you for taking the time to rate us Maggie. We deeply regret that you were not pleased with your room. We will be sure to take your complaints into consideration. Please be assured that we are making regular updates to the rooms and facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!
Our reservation at another place got cancelled so we had to find another place fast. We booked onilne because it was literally one of the only rooms left in town. They have apparently had a name change and the staff was not familiar with the new software so it took a bit to check in. The whole place looks like a older hotel with a coat of paint. The room was ok. The balcony over the river was nice but it would be nicer if it was private. The housekeeping was hit or miss. Some days they would not empty the trash, others they didn't make the bed ,but they always left towels . It was clean on the surface but I didn't look very close. Over all I would stay there again,but it wouldn't be my first choice.When on vacation all I need is a place to shower and sleep. The price is right.
Thank you for taking the time to rate us Gary. Your input is very important to us and will be taken into consiteration. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!
Long day in the car traveling from WI. Kids are tired, mom and dad just want to go to bed to get up for an exciting sunrise Easter service!! Ahhh, finally at the hotel that had decent reviews only to get beyond irritated when walking in you immediately know this is/was a mistake! Getting in the elevator should have been clue number 1. Hostess entered saying that she is so sick of dealing with people, but we should have a great night and she'll be there till 11 if we need anything...ok? Really? Ok, so sluff of the cranky lady that is to represent the business and get on with our stay, after all it is only one night. Door was unlocked to the balcony, ok again not a huge deal, but then you look around and see that the mirrors in the room are filthy. Walking to them, the tile is sticky, carpet feels gross enough I wont let my kids walk barefoot... Ok, take pics and post a not so friendly review. But then I see that the 'housekeeping service' surely didn't forget the TIP envelope , but low and behold they didn't change the D$&@! Sheets with URINE saturated and with black hair that is clearly not from my family! More investigation just proves no one actually cleaned this room. Bathtub looks disgusting and i really need to shower. Ugh!!! Really crappy start to spring break. No thanks to this dump....$160 I could have spent elsewhere while feeling more comfortable sleeping in my car!
Thank you for taking the time to rate us Renee. We deeply regret that you were not pleased with your stay. We will be sure to investigate your complaints. Your business is appreciated, and we hope you will give us another chance in the future.
After we checked in and went to our room. At first it appeared great value for money, then we noticed the dust everywhere, mould or limescale all around the toilet and the worn, dimly lit shower cubical. Housekeeping came once to replace towels over a 3 night stay, no bedding was made or changed and the bin wasn't emptied. A/C was very temperamental and we woke up very warm in the night where it hadn't started And to top it off, house keeping didn't knock just before us leaving to check out on the final day. They came straight in and caught my wife standing there naked! I would recommend spending slightly more money elsewhere for a lot better standard.
Thank you for taking the time to rate us. Your input is very important to us. We apologize for any housekeeping issues with your room and will discuss with staff. Your business is appreciated and we hope you will choose to give us another chance in the future. Thanks again!
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