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SureStay Plus Hotel by Best Western Gatlinburg, Gatlinburg

218 Ski Mountain Road, 37738-3125, Gatlinburg, United States - See on a map
SureStay Plus Hotel by Best Western Gatlinburg - Welcome to the SureStay Plus Hotel by Best Western Gatlinburg! The SureStay Plus Hotel by Best Western Gatlinburg is ideally located in the center of Gatlinburg. Come and experience our hotel near the major tourist attractions. Best price guaranteed and exclusive deals.

The SureStay Plus Hotel by Best Western Gatlinburg features views of the West Prong Little Pigeon River. The property is located walking from Downtown Gatlinburg and popular attractions such as Ober Gatlinburg and The Great Smokey Mountain National Park. Each rooms has a shared balcony, flat-screen TV, microwave, refrigerator and a coffee maker are also provided. Every room is fitted with a private bathroom and has a hairdryer. A daily housekeeping service is provided, we have a 24-hour front desk, free parking, vending machines and an ATM machine are on-site for our guest’s convenience. The Great Smoky Mountain National Park is just 0. 5 miles away, Cherokee is 20 miles, Knoxville is 28 miles, the nearest airport is McGhee Tyson Airport which is 42 miles from SureStay Plus by Best Western Gatlinburg.

SureStay Plus

Hotel by Best Western Gatlinburg

LABEL_ITINERAIRE

LABEL_DEPART:

LABEL_ARRIVEE:

Hotel advantages

  • Air conditioning
    Air conditioning
  • Free parking
    Free parking
  • 24-hour front desk
    24-hour front desk
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Guest reviews

In partnership with tripadvisor fr
based on 745 guest reviews
NOTE ISSUED
Excellent
179
Very Good
221
Average
164
Poor
101
Terrible
80
REFER TO NOTICE
Business Business
16
Couples Couples
302
Family Family
328
Friends getaway Friends getaway
49
Solo travel Solo travel
24
SUMMARY NOTES
Cleanliness
Location
Rooms
Service
Sleep Quality
Value

"Excellent location"

4
Adventure21839281864, Homestead, Florida 13/11/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Adventure21839281864, Thank you for taking the time to share your experience! We are happy to hear that you found our location to be convenient while staying with us near at the restaurants , stores and that you enjoyed our staffs hospitality that we strive to show to each guest, during every stay. We look forward to welcoming you back during your next stay in the area.

"Stay somewhere else"

1
Maureen N, San Diego, California 08/11/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!

"Good for a cheap nights stay in Gatlinburg"

3
741KarenG741, Siloam, Georgia 06/11/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear 741KarenG741, We thank you for recognizing the service of our staff and the overall cleanliness of the hotel room. We take pride on reviews like this as it is a testament of our guest's satisfaction! We sure will strive for the best. Thank you and we hope to see you again.

"I would return"

4
Dav192, Sarnia, Ontario, Canada 06/11/2019

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!

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dav192, Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! I am so glad that you found our hotel to be clean and convenient and that you enjoyed the accommodations and hospitality that we strive to show to each guest, during every stay. Your feedback will serve as encouragement to all of our staff as we strive to provide an exceptional and memorable experience for every guest. We look forward to serving you again in the future!

"Disappointing at best"

2
kimdever, Owensboro, Kentucky 28/10/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
kimdever, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. Your suggestions to our furniture,bathroom are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience. We are all looking forward to seeing you again!

"Wedding visit"

5
User 28/10/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hi Karen H, thank you so much for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! I'm glad that our services, hospitality, and accommodations exceeded your expectations and hope that you experience the same comfortable stay during your next visit! We will happily share your comments with our staff and we look forward to seeing you soon!

"Checking out the fall leaves"

4
Kay G, Gardner, Kansas, United States 27/10/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Kay G, Thank you for taking the time to complete our survey and share your experience! We are all pleased to learn we were able to make you feel comfortable and that our services and accommodations lived up to your expectations. We look forward to serving you again!

"the stay"

5
TommyC590, Bloomington, Indiana 27/10/2019

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

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
TommyC590, Your comfort and convenience are our top priorities, and we thank you letting us know how we have been successful in our efforts to impress you. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We look forward to serving you again!

"Great Location"

5
wesetufree, Comfort, Texas 13/10/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We are glad that you enjoyed your stay at our picturesque location. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Surestay Plus Gatlinburg!

"Bargain price less than quality amenities"

2
WeTravelInElephants, Hempstead, Texas 10/10/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important to us and will be looked into. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!

"ShurStay Gatlinburg"

3
STEVE1217531, Kearny, New Jersey 09/10/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your stay. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!

"Great hotel & staff"

5
User 23/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you very much for your kind review. We are so happy that you enjoyed your stay with us. We will be sure to look into the issue with the balcony door. Thanks for bringing it to our attention. The parking is not usually something we have an issue with but sometime when we have multiple guests bring multiple vehicles on a sold out night it can be a problem. We have been discussing ways to alleviate this issue and we apologize for any inconvenience this may have caused during your stay. Again, we are very glad that you were pleased with your stay and we hope you will choose us again the next time you visit the area.

"Good for money"

5
yevetteray1, Atlanta, Georgia 21/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope to see you again soon. Thank you for choosing to stay with us here at Surestay Plus Gatlinburg!

"POOR customer service."

1
luvtogoanywhere, tucson, arizona 18/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important to us and will be looked into. Please be assured that we are making continual updates to the facility. The window issue is not one of cleanliness but of replacement. We are looking into replacing the windows. The cable is due to be updated thru out the hotel in a few weeks.We apologize if the staff member at check out was anything but friendly and hospitable. Customer service is of the highest priority to us. We will discuss this with the staff member in question. We hope you will find the accommodations much improved should you choose to give us another chance in the future. Thanks again!

"Major Disappointment"

1
lilulu9999, Bourbonnais, Illinois 17/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Once again (since you felt the need to leave 2 reviews under different accounts for the same stay), We regret that you were not pleased with your room and we'll be sure to look into your complaints.

"Well at least the location was good"

1
mustardman01, Bourbonnais, Illinois 17/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!

"River edge view"

4
User 16/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us at our picturesque location. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Surestay Plus Gatlinburg!

"The staff was unfriendly and unpleasant and unprofessional. The room had a terrible odor and were very run down."

1
User 15/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us! We apologize if the staff members on front desk was anything but friendly and hospitable. Customer service is of the highest priority to us. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance to impress you with our accommodations in the future. Thanks again!

"Nasty, filthy rooms"

1
User 10/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look further into your complaints.

"DO NOT STAY HERE!"

1
kmergler, Dayton, Ohio 09/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room.We have thoroughly checked the room in question and could not find any signs of bed bugs. We will continue to keep an eye out as we do take this very seriously. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!

"Very nice room!"

5
luv2cruiseeverywhere, ohio 07/09/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you so much for your kind review. We are so pleased that you had a great return stay with us! We have even more property updates planned in the near future. We hope you will continue to choose to stay with us on your future trips to the area. Thanks again!

"Great room"

5
tzsunshine, Milton Keynes, United Kingdom 31/08/2019

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

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
tzsunshine, Thank you for taking the time to complete our guest satisfaction survey and for rating our hotel so highly! I am so glad that you found our hotel to be clean and convenient and that you enjoyed the five star accommodations and hospitality that we strive to show to each guest, during every stay. We look forward to serving you again!

"Okay stay"

3
User 21/08/2019

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!

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important to us and will be looked into. Thank you for bringing these areas that need improvement to our attention. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!

"Not a safe location"

2
Janice J, Hattiesburg, Mississippi 18/08/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important to us. We are very sorry about any mix up with the room assignments. We will look into this to see exactly why the mixed up took place so that we can prevent something like this in the future. Your business is appreciated, and we hope you will choose to give us another chance the next time you are in the area. Thanks again!

"Great family vacation"

5
User 18/08/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us and that we were able to accommodate the needs of you and your family. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for staying with us here at Sure Stay Plus Gatlinburg!

"Went downhill since last visit"

2
User 15/08/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us Shanna. We apologize for any housekeeping oversights in your room during your stay. We will discuss this with the staff. It is regrettable that this last stay with us was not as enjoyable as your previous stay. Please be aware that there has not been a change of ownership in several years and we strive to maintain the same standards (if not better) as we have in the past. Again we are sorry that this stay did not live up to your expectations. We are constantly making improvements to the hotel and we hope you will decide to give us another chance in the future. Thanks again!

"Great stay"

5
bcarso669070, Keansburg, New Jersey 12/08/2019

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

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Room smelled"

2
User 10/08/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility. We have recently replaced the carpets and most of the furniture, painted all the rooms and resurfaced all the tubs. We have many more projects set to be done very soon. We are sure you will find it much improved should you choose to try us again in the future. Thanks again!

"Amazing place with a view"

4
2wanderingfoodies, Mumbai, India 10/08/2019

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.

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your review! We are so happy that you enjoyed your stay with us! I don't know if someone here misinformed you but we do indeed have a complementary breakfast. We apologize if this was not communicated properly at check in. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Nice rooms, not the best staff"

3
User 07/08/2019

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!

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us! We apologize if the staff member on front desk was anything but friendly and hospitable. Customer service is a high priority to us. We will be sure to take up your complaints with the employee in question. Thank you for bringing this to our attention. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!

"Worst hotel experience ever"

1
khinso550052, Statesville, North Carolina 29/07/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
khinso550052, Thank you for completing our guest satisfaction survey and letting us know about your recent experience at our hotel. It is truly our goal to impress each guest with our service, hospitality, and continuing improvements to our rooms, parking, and policies. I do apologize for any inconvenience or difficulty that you experienced and I hope it will not deter you from experiencing our improvements and updated policies in the future.

"Close to everything, clean, friendly staff, spacious with a view."

5
joria80, Largo 28/07/2019

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!

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hello joria80, Warm greetings from SureStay Plus Hotel by Best Western Gatlinburg. Thank you for taking the time to share this five star experience with our management, staff, and future guests. We are happy to hear that you found our location to be so convenient while staying with us near at the town. and that you enjoyed our staffs hospitality that we strive to show to each guest. We hope to impress you again during your next visit and we thank you for sharing your experience.

"Best hotel for the price!"

5
User 26/07/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hello Jeremyangie99, Warm greetings from SureStay Plus Hotel by Best Western Gatlinburg. Thank you for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. We look forward to the next!

"HOUSEKEEPING IS AWFUL"

1
kentucky1422, La Grange, Kentucky 24/07/2019

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!!!

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
kentucky1422, Thank you for pointing out the issues with housekeeping so that we can work to improve upon this aspect of the guest experience at our hotel. Also, I do apologize for the discomfort you experienced with our bed and the pillows as well. Know that your voice is important to us and that we are working hard to address these issues and improve upon the guest experience. I hope you give us a chance and we can make your stay pleasant and comfortable. I do hope you'll return and let us show you a far better experience.

"Trip to Gatlinburg with the grandchildren"

3
Happiness427376, Fayetteville, Tennessee 21/07/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Happiness427376, I can't begin to tell you how much we enjoyed reading this review Happiness427376. We are so glad to hear from you and to learn that we were able to give you a pleasant, comfortable and convenient experience. On behalf of our entire staff of SureStay Plus Hotel by Best Western Gatlinburg, we thank you for your business and we hope to see you again when your travels bring you back to the area!

"Super late check in"

1
User 17/07/2019

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!!!

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
jordaneri09, Thank you for sharing your experience, and I am very sorry for the inconveniences that you encountered during your stay. We already informed the management about this for necessary actions. We value our customers well and we apologize for mistake of the clerk. We assure you that this is not to happen again. We understand that you are hesitant to return based on this experience, though we hope to have another chance to impress you in the future.

"Decent for the price"

4
jperez522515, Elk Grove Village, Illinois 13/07/2019

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!

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. I'm glad you found our location to be convenient, and I hope you will find your expectations to be far surpassed during your next visit!

"Misled and dont care"

1
User 11/07/2019

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 .

surestaygatlinburgtn, Front Office Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
We apologize if you did not enjoy your stay with us. We don't know where you saw that we have a hot tub and indoor pool but as we told you ( and showed you) when you brought this up at check out NOWHERE ON BOOKING.COM does it say we have those things. We also apologized and gave you a discount for the pool having issues. There are no rules against our kitchen being separate from the dining area. No one has ever complained about this before. Our breakfast person WAS NOT HANDLING FOOD WITH BARE HANDS!! It is not necessary to wear gloves to carry a tray. I will ask our housekeepers about the do not disturb sign but it is general hotel policy that management (of which our head house keeper is a member ) can enter a room if needed even if there is a do not disturb sign up, however, I will look into this particular complaint to make sure that if it was entered, he was the one who did so.

"Birthday in Gatlinburg"

2
User 10/07/2019

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.

BestWesternHotels, Corporate at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to provide feedback of your recent stay, and we are sorry to hear that it did not exceed your expectations. Your satisfaction is important to us and we hope you will give us another chance and stay with us again. -Best Western Hotels & Resorts

"Nice stay at a good cost."

4
User 09/07/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
jacquie h, Thank you for taking the time to give us your feedback about your stay at our hotel. I'm glad that you found our location convenient for your needs at a reasonable cost. We hope you were able to explore the area! We value our customers well and we are happy that you stayed with us! Thank you very much.

"Family vacation"

2
tkstander, Gatlinburg, Tennessee 06/07/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
tkstander, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We are very sorry the cleanliness of your room wasn't up to our typical standards and for the negative impression we gave you that our staff thrown the trash in the fire escape . We will use your comments as a training opportunity with our team. We look forward to seeing you and your family again! Kind regards, From the general manager of SureStay Plus Hotel by Best Western Gatlinburg

"Workers"

1
User 06/07/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Heather H, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. My staff and I reviewed your comments and we have taken appropriate action to ensure these type of issues do not occur in the future. Please keep us in mind for your next stay in the area. Kind regards, From the general manager of SureStay Plus Hotel by Best Western Gatlinburg

"Larger than expected room"

3
User 04/07/2019

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!

"Could have been better"

3
Guide51168737423, Akron, Ohio 03/07/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Guide51168737423, Thank you for your review, your feedback and your comments regarding your stay. I do apologize for the discomfort you experienced with our spare comforter, but I'm glad we were able to meet your expectations of cleanliness and service. We thank you again for letting us know so that we can effectively address to our staff. We look forward to showing you how we have learned from your experience. Kind regards , General manager of SureStay Plus Hotel by Best Western Gatlinburg

"Vacation"

4
kimberly1128, Kernersville, North Carolina 30/06/2019

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

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hello kimberly1128, Good day! Your kind compliments mean so much to us, and we thank you for taking the time to share this review. We are thrilled to hear that you enjoyed our convenient location, our high standards of housekeeping and our friendly and welcoming staff. We will happily share your comments with our staff and we look forward to seeing you soon! Kind regards , General manager of SureStay Plus Hotel by Best Western Gatlinburg

"The Balcony makes it!"

4
ColleenL778, Gatlinburg, Tennessee 29/06/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hi ColleenL778, Greetings from SureStay Plus Hotel by Best Western Gatlinburg Hotel. Thank you so much for sharing your review and giving us an honest look at the guest experience in our hotel. It is very rewarding to hear your perspective of our hotel and we appreciate that you have acknowledged our efforts to provide a clean, comfortable, and hospitable experience. I hope you'll return to enjoy a better experience with our pillows. Kind regards , General manager of SureStay Plus Hotel by Best Western Gatlinburg

"Huge Room"

5
User 26/06/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hi Nikki H, Greetings from SureStay Plus Hotel by Best Western Gatlinburg Hotel. Thank you for your kind comments regarding our high standards of cleanliness and were able to provide you a comfortable experience. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We are looking forward to hosting you again and have a great day ahead!

"Great room with a view"

5
User 16/06/2019

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

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Paradise08577080950, Greetings from SureStay Plus Hotel by Best Western Gatlinburg Hotel. We are happy to hear that you found our location to be so convenient while staying with us near at the Texas Roadhouse and positive reviews regarding our rooms cleanliness . Thank you for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! We look forward to the next!

"Large Hotel With Relaxing Balconies"

5
barrysJ5494XH, Richmond, Virginia 05/06/2019

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!

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
barrysJ5494XH, Greetings from SureStay Plus Hotel by Best Western Gatlinburg Hotel. We thank you for your comments regarding the cleanliness of our property and our great value. Our ultimate ambition is to provide a five star experience, and we are thrilled to learn that we have succeeded. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!

"Nice Get-away trip"

5
Taloola529, Tazewell, Virginia 03/06/2019

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

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Taloola529, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. I do apologize for the issues with the door lock , bathroom light/fan and especially that we were unable to take care of that for you right away. We will address the maintenance task right away for the benefit of our future guests, which hopefully will include yourself.

"Just OK"

3
User 28/05/2019

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We sincerely apologize that there were issues with your assigned room during your stay. Thank you for bringing them to our attention. Your business is appreciated, and we hope you will give us another chance to impress you with our accommodations in the future. Thanks again!

"Nice stay with some minor issues"

5
Mme_X, Wisconsin 21/05/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you Mme_X , your review is very impressive to us . We value our customer's experience that is why we always make sure that our facilities are in good shape to provide our customers the best we can offer in a reasonable price. We can't begin to tell you how much we appreciate your five star review, and we can't wait to serve you again!

"Great stay!"

4
User 21/05/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hello Global53034752296, Greetings from SureStay Plus Hotel by Best Western Gatlinburg .Thank you for rating your recent experience at our hotel. Our team so happy that you enjoyed your stay and that you found the accommodations and service to be satisfactory. We are overjoyed to hear that you had a great time with us and we are looking forward to your next visit!

"No working pool."

2
User 20/05/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
nelliemari, Thank you for taking the time to share your experience! We appreciate your rating of our hotel, though We are saddened to hear that your experience was less than satisfying due to the availability of the pool and I hope that your next visit will be even better. This is certainly not the kind of experience we would like you to have. Please accept our sincerest apologies for any shortcomings and the inconvenience it caused you and your family.

"Great Location for Hikers, Needs Some Work"

3
User 13/05/2019

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.

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Lisa D, Thank you so much for taking the time to write this thorough and insightful review. We appreciate that you've taken the time to share the ways that we have impressed you and the ways that we can improve. Your suggestions are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience. Please keep us in mind for your next stay in the area.

"Great value for the price but....."

4
User 11/05/2019

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!

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hi Curiosity35195191621, Thank you for your kind comments and review regarding our high standards of cleanliness and hospitality of SureStay Plus Hotel by Best Western Gatlinburg. We also appreciate your feedback regarding our breakfast service as this will help us to continue to improve upon the guest experience. Our team so proud hear that you had a great time with us and we are looking forward to your next visit!

"Great Value and Staff "

5
Eggbert10, Chattanooga, Tennessee 05/05/2019

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us and that our staff provided you with the level of hospitality that we pride ourselves in. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Large rooms"

5
User 02/05/2019

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!

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us James. We are glad that you enjoyed your stay at our picturesque location. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you again for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Wonderful "

5
angiec984, Westminster, South Carolina 24/04/2019

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!

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Your positive review means a lot to us angiec984. It means a lot to us that you've allowed us to be such an important part of your special day and celebrations! We are thrilled to find out that we were able to make this occasion more enjoyable and convenient. Thank for your feedback and kind words regarding the five star service and accommodations that you received during your most recent stay with us! We look forward to the next!

"My husband and I on a short vacation"

3
User 22/04/2019

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

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dcfl, Thank you for sharing this experience with us. I am happy to see the high rating and to read the pros of your experience; yet I regret to hear of your dissatisfaction with our breakfast service and rooms cleanliness during your most recent stay with us! Your comments and suggestions will help us to recognize our strengths and improve upon our weaknesses, though I am glad that our location to be convenient for your needs and prices have been useful for your getaways. Please keep us in mind for your next stay in the area.

"Perfect Gatlinburg stay"

5
Alan S, Sandwich,Il, United States 16/04/2019

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

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you you for your kinds review Alan. We are so happy that you enjoyed your stay with us. We strive to provide our guests with the best service and comfort possible. We will be looking forward to having you stay with us again next time you are in town! Thanks again for staying with us here at SureStay Plus by Best Western.

"Birthday get away!"

5
User 15/04/2019

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.

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear Journey44150890255, Thank you for taking the time to let us know how you enjoyed your stay. It is great to hear from you and your compliment to our services, amenities and breakfast. We appreciate your five-star review and we look forward to serving you again.

"Surestay Plus Hotel by Best Western"

4
Adventure03835214005, Bowling Green, Kentucky 12/04/2019

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

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear Adventure03835214005, Thank you for sharing your heartfelt review. It is great to hear from you and I am so glad that you enjoyed our staff courtesy and have taken the time to recognize the hospitality and care that we aim to provide for each of our guests. We appreciate your kind compliment to our staff, breakfast and the wifi, Your comfort and convenience are our top priorities and thank you for letting us know how we have been successful in our efforts to impress you. Thank you for the high rating and we look forward to serving you again.

"Good place"

4
Hanberry84, Gatlinburg, Tennessee 10/04/2019

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.

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear Hanberry84, Thank you for taking the time to share your great review. We are indeed grateful that you find our place excellent and comfortable. Thank you for your compliment and It means a lot to hear from guests who are satisfied with all of our services and amenities. Thank you for the high review and we look forward to serving you again!

"Best Ever"

5
User 31/03/2019

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

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear Valued Guest, It is wonderful to hear that you and your husband enjoyed your stay and that you have rated our hospitality and accommodations so highly. We are happy to have met your expectations with our friendly services and the cleanliness of our guest rooms. Thank you for your feedback, we shall definitely work on your observations. You can expect a further improved stay next time. We can't wait for your next visit.

"Dirty and Run Down"

1
User 29/03/2019

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

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear Chelsea, Thank you for sharing your experience, and I am so sorry to learn that we failed to meet your expectations of quality service and accommodations. We apologize for the cleanliness issues in your room. I assure you that we have the highest standards of cleanliness and that your comments are very important to us and addressed immediately with our housekeeping staff. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

"Large rooms"

4
NorthStar02300463055, Saint Peters, Missouri 18/03/2019

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

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear NorthStar02300463055, Thank you for taking the time to share your review. I'm glad that you found our location convenient for your needs at a reasonable cost. Although I am saddened that you encounter these kinds of problems like the bathroom and bugs. Please know that we will address this immediately. We appreciate your time in pointing out the areas in most need of attention as we work towards updating and improving upon our accommodations.We also appreciate your suggestions for improvement and look forward to impressing you during future stays.

"Not Best Western Quality"

1
User 04/03/2019

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.

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear brendamO5251SN, Please accept our sincerest apologies for the housekeeping issues that you encountered during your stay in our hotel. We take all reports of lacking service and issues with amenities and accommodations seriously, particularly those that you have raised. I apologize for the inconveniences that you experienced and I want to assure you that we are continuously improving through guest feedback and suggestions. We do hope to serve you again soon so that we may change your opinion at our hotel.

"Great value!"

5
User 23/02/2019

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.

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Your five star review means a lot to us Linda S! We are happy to hear that you found our location to be so convenient while staying with us near at the restaurants , and park at a reasonable cost. We hope you were able to explore the area! We value our customers well and we are happy that you stayed with us! Thank you very much.

"Bugs for days "

2
User 19/02/2019

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

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear Zackyboy239, Thank you for bringing to our attention your experience and comments regarding your stay in our hotel. I want to assure you that we are thoroughly investigating this claim, we are taking the necessary precautions to ensure that nothing is missed. I want to assure you that we respond promptly to pest alerts with expert extermination services and also treat to deter pests on a regularly scheduled basis. Thank you for your business and we hope you'll consider us again on your next visit.

"Worth it!"

5
User 18/02/2019

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.

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Hi Camper42820188762, Thank you for taking the time to leave a review. We are glad to learn that you had a comfortable and convenient experience and that you are satisfied with our services. Thank you for your kind review and compliments to our staff and breakfast options. We seek to give each guest a very comfortable and accommodating experience and we are thrilled to hear of our success in this ambition. We hope to serve you again in the future.

"Three Bikers!"

3
Vernon P, Groton, Connecticut 06/01/2019

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.

Nerissa M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Vernon P, I am so sorry that you smelled of unpleasant in your room. In the future please address immediately so that our staff will clean and disinfecting to restore the clean smell of our accommodations. Thank you for bringing this matter to our attention so that we can make sure no future guest experiences the same inconvenience.

"Not great"

2
User 31/12/2018

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.

BestWesternHotels, Corporate at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
We are sorry to hear that your recent stay with us did not exceed your expectations. We hope you will give us another chance and stay with us again. -Best Western Hotels & Resorts

"I would recommend this hotel to anyone we stayed in a condo..."

5
User 27/11/2018

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

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us! We have lots of renovations planned for the beginning of the year. We are sure you will be even more impressed with the lodgings on your next visit. Your business is appreciated, and we look forward to seeing you again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Roaches..."

1
User 19/11/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Your business is appreciated, and we hope you will give us another chance in the future Thanks again.

"Great place and Staff"

5
User 19/11/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us and that Devon was helpful to you. Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for staying with us here at Sure Stay Plus Gatlinburg!

"Ok Stay"

3
Redchariot, Ireland 18/11/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important to us and will considered. Please be assured that we have major renovation projects scheduled to begin after the first on the year. The privatizing of the balconies are one of the thing under discussion. We are confident you will find the accommodations much improved should you choose to stay with us again in the future. Thanks again!

"Good Location - Needs Updating"

3
TheFair0ne, Chicago, Illinois 12/11/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important. Please be assured that we have major renovations that will start to be implemented after the first of the year. Your business is appreciated, and we hope you will choose to stay with us again if you do decide to come back to the area. I would suggest March or April, during the week so it wont be so busy Thanks again!

"Gatlinburg Tennessee vacation"

5
Dawn S, Carroll Valley, Pennsylvania 06/11/2018

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!!

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review Dawn! We are so happy that you enjoyed your stay with us and that our staff was able to accommodate your needs. Your business is appreciated, and we will be looking forward to seeing you again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Not a typical Best Western standard"

3
DuttaTx, Austin, Texas 03/11/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your review! We are so happy that you enjoyed your stay with us! We do have plans for some major renovations starting next year. We are replacing the carpets and windows through the entire facility as well as other small improvements. Your business is appreciated and we hope you will stay with us again the next time your in the area. We are confident that you will have an even better experience with us Thank you again for staying with us here at Sure Stay Plus in Gatlinburg!

"Don't waste your money, Worse hotel ever"

1
Lori P, Cincinnati, Ohio 22/10/2018

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.

"Ashamed for Best Western logo!"

1
lindadchap, Bowling Green, Kentucky 18/10/2018

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!!!

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility. We have some big projects planned for early next years such as replacing all the windows and carpets. Also, we will no longer be a pet friendly location next year. We are confident you will find everything much improved should you choose to give us another chance in the future. Thanks again!

"Location Location Location"

4
Greg S, Rock Hill, South Carolina, United States 14/10/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review Greg! We are so happy that you enjoyed your stay with us and that our location is convenience for you! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Next year we will be undergoing some major renovations, so it will be even better the next time you visit with us. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Horrible few days"

1
User 10/10/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your stay. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!

"Won't Stay Again "

2
Britney987, West Virginia 18/09/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us Britney. We sincerely apologize that there were maintenance issues with you room during your stay. Thank you for bringing them to our attention. Your business is appreciated, and we hope you will give us another chance in the future. Thanks again!

"Great place"

5
User 11/09/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review Maria! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thanks again!

"Disappointed"

2
Deborah S, Destin 10/09/2018

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.

"Mixed Reviews"

3
User 03/09/2018

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.

NIRAV P, Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important to us and will be looked into. Please be assured that we are making regular updates to the facility. The carpets are one of the big projects that we have planned. We have plans to replace all of the carpets throughout the hotel sometime this winter. We hope you will find the accommodations much improved should you choose to stay with us again in the future. Thanks again!

"Good price but bad room"

2
User 01/09/2018

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.

NIRAV P, Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us Julie. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!

"College visits"

4
hcs922, Havertown, Pennsylvania 17/08/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important. We are pleased that you found your stay both convenient and comfortable. You are correct in noticing that we are making regular improvements to the facility and we hope you will find the accommodations even better should you choose to stay with us again in the future. Thanks again!

"Very Unprofessional!"

2
Patty B, Athens, Alabama 24/07/2018

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!

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We are pleased that you found your stay comfortable. We apologize for the experience you had with the front desk person in question. We will be sure to address this with said staff member. We assure you we hold our staff to a higher standard than what you have described. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!

"Great place to stay"

5
User 23/07/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Just yuck"

1
User 09/07/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us Rhonda. We regret that you did not enjoy your stay with us. Your input is very important to us and will be looked into. Please be assured that we are making regular updates to the facility and we hope you will find the accommodations much improved should you choose to stay with us again in the future. Thanks again!

"Quiet yet close to the strip"

5
User 19/06/2018

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

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us! You are correct in noticing we have made several updates to the room and property and are planning to continue renovations throughout the year. We are confident you will find the accommodations even better when you come back to stay with us again for New Years. Your business is appreciated, and we look forward to seeing you again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Best Westerns oldest motel????????"

3
Glenn B, Rosharon, Texas 15/06/2018

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!!

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us Glenn. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility as we continue our transition to the Best Western brand. We hope you will find it much improved should you choose to give us another chance in the future. Thanks again for your review, your feedback is much appreciated.

"Nice room"

4
nursnanc, Citrus Springs, Florida 14/06/2018

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

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review! We are so happy that you enjoyed your stay with us! Your business is appreciated, and we hope you will choose to stay with us again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Sure Stay AWAY"

1
Steven P, Mooresville, North Carolina, Usa 12/06/2018

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.

Bill J, Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear Steven, I would like to thank you for taking the time to share your concerns and writing a review on the SureStay Plus Hotel Gatlinburg. I would also like to extend my sincere apologies for the issues you and your wife encountered during your stay. I have shared your review with our housekeeping department and want to assure you that great changes are currently in the works. Our recent switch from Travelodge to SureStay will include extensive freshening of our guestrooms and public areas as well as further enhancements to our free hot breakfast. Again, please accept our sincere apologies for the issues you encountered. We do hope that you will give us another opportunity should your travel plans bring you back to the Gatlinburg area. Please feel free to contact me direct if I can be of any assistance or if you'd like to discuss your stay further. Sincerely, Nirav Patel 865-325-1516

"Dog owners beware"

2
lbft100 T, Conover, North Carolina 11/06/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your stay and did not feel that our property accommodated your dogs. We will be sure to look into your complaints. Please be assured that we are making regular updates to the facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!

"Dump"

1
User 11/06/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Dear Josh, Thank you for taking the time to share your concerns and provide feedback on your recent stay with us. I would also like to extend my sincerest apologies for the poor house keeping your family had to endure during your stay. We will be sharing your review with the staff. We assure you that we have a much higher standard for our housekeeping than what you have described and these issues will be addressed. We are also in the process of hiring more housekeepers to ensure that the rooms are able to receive the proper attention. Again, our deepest apologies and we hope you will choose to give us another chance to provide you an exceptional experience. Please feel free to contact me direct if I can be of any assistance or if you'd like to discuss your stay further. Sincerely, Nirav Patel 865-325-1516

"Good ambiance"

4
herbertb20, Louisiana, Missouri 28/05/2018

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

NIRAV P, Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for your kind review Herbert! We are so happy that you enjoyed your stay with us! Your return business is appreciated, and we hope to see you again the next time you're in town. Thank you for choosing to stay with us here at Sure Stay Plus Gatlinburg!

"Didn't want to be in our room"

1
skwurtbottle, Chattanooga, Tennessee 07/05/2018

$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.

NIRAV P, Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. We apologize for any miscommunication about our pet policies. We will be sure to discuss with staff the need to improve communication in this matter. Please be assured that we are making regular updates to the rooms and facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!

"Not again"

1
Ghi B, Ridgeway, Canada 17/04/2018

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.

NIRAV P, Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. We deeply regret that you were not pleased with your room. We will be sure to look into your complaints. We also apologize for the chaotic environment that was going on during our brand change over. Things have settled and are running smoothly now. Please be assured that we are making regular updates to the rooms and facility and we hope you will find it much improved should you choose to give us another chance in the future. Thanks again!

"Survivable for a night, but not recommended"

2
MaggieChicago_IL, Chicago, Illinois 07/04/2018

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.

NIRAV P, Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us Maggie. We deeply regret that you were not pleased with your room. We will be sure to take your complaints into consideration. Please be assured that we are making regular updates to the rooms and facility and we hope you will find it much improved should you choose to try us again in the future. Thanks again!

"Its ok"

3
User 07/04/2018

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.

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us Gary. Your input is very important to us and will be taken into consiteration. Your business is appreciated, and we hope you will choose to stay with us again the next time you are in the area. Thanks again!

"Disgusting "

1
User 31/03/2018

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 [email protected]! 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!

NIRAV P, General Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us Renee. We deeply regret that you were not pleased with your stay. We will be sure to investigate your complaints. Your business is appreciated, and we hope you will give us another chance in the future.

"Dirty room and poor housekeeping"

2
User 26/03/2018

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.

Thom C, Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review
Thank you for taking the time to rate us. Your input is very important to us. We apologize for any housekeeping issues with your room and will discuss with staff. Your business is appreciated and we hope you will choose to give us another chance in the future. Thanks again!

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