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.
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.
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
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.
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.
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.
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.
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.
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!
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
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.
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
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.
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!
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.
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.
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.
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!
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.
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.
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.
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.
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!!
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.
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!
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.
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.
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!
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.
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.
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
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.
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.
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!
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.
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.
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.
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.
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.
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
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.
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.
Poor quality of hotel. Mattresses need to be replaced and rooms need to be upgraded. Location is good but do not waste your money.
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.
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.
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.
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
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
A nice clean room with a great view of the little river. The Breakfast room was well done. Great beds!
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.
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.
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.
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.
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
Great location, quite, nice spacious room, one of the nicest place we have stayed in, nice balcony with stream
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.
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.
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.
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.
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.
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.
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.
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!
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.
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
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.
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
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) !!
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.
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.
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.
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!
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.
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.
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.
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.
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.
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.
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.
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.
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!
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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!
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
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!
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.
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.
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
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 !
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.
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.
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!
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.
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.
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 !!
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.
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!
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.
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.
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.
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.
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
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.
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!
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.......
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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,
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
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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
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
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.
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.
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.
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 ruxmani9@gmail.com balvant@ruxmanihotels.com 910-484-8101
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.
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
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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
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.
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 !!
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.
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.
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.
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.
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.
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.
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!
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.
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
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
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!
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.
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.
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!
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.
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.
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.
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
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
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
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..
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.
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.
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.
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 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.
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.
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
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.
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.
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
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.
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.
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.
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.
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.
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!
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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!
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.
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.
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.
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
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.
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.
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!
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.
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!
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.
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!!!
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.
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!!!
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!
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 .
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.
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.
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.
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.
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.
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
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.
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.
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
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!
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
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.
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.
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.
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.
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.
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!
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.
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!
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!
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
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
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.
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
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.
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
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
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
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.
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.
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
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.
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.
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.
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
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.
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.
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.
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.
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!!
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.
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!!!
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.
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.
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.
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.
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.
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.
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.
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!
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.
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.
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
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!!
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
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.
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.
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.
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
$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.
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.
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.
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.
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!
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.
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