Brookside Lodge — Hotel in Gatlinburg

100% Honest Review: Our stay was supose to be here from August 11th thru 16th but it ended up being Aug. 12th-17th ( for $55 more on top of what we paid already. ) we live in Pennsylvania and unfortunately we were in an auto accident on our way to Tennessee. Everyone was fine but just took alot of time dealing with everything, we didn't get to check in until the 12th which was the next morning. They do not refund the money for our day missed ( even though we kept them informed every step of the way) so we asked if they could roll it over and let us stay a day more to make up for it, we'll they acted like they couldn't at first and then agreed to if I paid half the cost if renting it, so I didn't get it free, just half off. Which we agreed because we just wanted to get what we paid for. I would of loved to give a 5 star review because the location is perfect and the decor is adorable, love how each room has a private balcony and you get to see plenty of black bears around. The pools are amazing and the hot tub, great area for little kiddos, and a great free breakfast!! This honestly would be the perfect hotel if it was clean and if the staff did their jobs! The rooms were honestly nasty, cleaning crew needs some improvement. Boogers on walls, soda caps and fake eyelashes under beds, candy melted to dresser plus none of the counters were cleaned, every time you walked around without socks or shoes your feet turned black! I didn't let it discourage me, my husband grabbed me some lysol wipes and I went through the entire room before putting our things away. I thought okay had to pay an extra $55 plus had a dirty room I cleaned ... not too big of a deal but then the last night we stayed(the 16th) is when I had enough. So we had everything planned throughout the week and saved the last day of our trip as our lazy day, staying at hotel doing laundry, packing bags and hanging around the hotel pool. We'll that went horrible, Gatlinburg had a Storm gust run through for honestly 10 - 15 minutes. Then that was it no more for the entire night. They closed down both pools and hot tub for the rest of the night because if this 10 min storm, I'm talking like 6 to 11 closed. They claimed it was because the pool needed cleaned after the storm but there was a few leaves in the one pool, nothing in the other or hot tub. It made no sense, all they kept doing was going outside to smoke their cigarettes and talk to each other. The staff seemed bothered to explain to us when the pool was reopening, it seemed like they didn't want to do their jobs. So we asked if it would be open at 8am like normal tomorrow so the girls could swim before check out at 11am... They said no, after 10am or later!!! The girls are upset but nothing I can do other then share my experience to help others decide if they want to stay. Honestly I love the look, feel and price of this place, it would be our must go to place in Tennessee if they had better staff and cleaning people. We felt like we got screwed on the amenities that we were suppose to be offered. I feel for the owners having such a wonderful place but low reviews due to the little things that make for break people's vacation. Also gym said it was open til 10pm, not true 2 of the nights husband couldn't get in past 8pm. Laundry area has no quarter machine or detergent.

Also I forgot to mention that the shower drain was clogged in the 1st day, it was nasty.... kinda like taking a shower and bath all at once... not a good feeling when you don't know who's all been in that shower. Maintenance was there the next afternoon and was very nice, quick and efficient. Love the...

Me and my wife decided to stay here while celebrating our five year anniversary in gatlinburg. While the general experience of this hotel wasn’t too horrible, there was one specific part that left a really bad taste in our mouths and how the employees here handled the situation made it even worse.

When deciding to book here, one of the selling points for choosing this hotel was the breakfast. On the brook side lodge website it describes it as “farm fresh scrambled eggs, hand sliced country hash browns, locally grown and processed pork sausage links, and thick sliced bacon. Waffles, grapes, oranges, bananas, and coffee and tea.” This all sounds amazing, so one of the selling points for choosing this hotel was that we could relax at the hotel and enjoy a great breakfast since we’d be up all night in gatlinburg. When we went to go actually enjoy the breakfast it was a completely different experience. It consisted of cheap plain bagels, cereal, make your own pancakes, and those cheap yogurt cups you see at crappy hotels all the time. Not even a single protein to eat, no eggs, or meat, or anything like that.

When I went to talk about this with the front desk, how they reacted to the situation made things even worse. They told me that “people have been complaining about it for the past year” but that they just “haven’t gotten around to changing the website”. They told me that they were aware of the issue, but that they know “the manager isn’t going to do anything about it or give any sort of refunds.” I was completely blown away by their complete lack of shame with the false advertising, there wasn’t a single apology or even the slightest attempt to fix the situation, instead they got mad at me and told me that “most people don’t care about the breakfast since it’s included with the hotel stay anyways”. There was three front desk ladies I talked to, and not a single one even attempted to say sorry, instead they just tried to make it seem like I was the one in the wrong for not being happy with the breakfast I got.

What they are doing is very clearly written out in Tennessee law as being illegal, and they have zero shame about doing it. I myself will be contacting a lawyer first thing Monday morning, and I highly encourage anyone else who fell prey to this false advertising to reach out to a lawyer asap, as it is very clearly against the law, and they very clearly do not care at all about taking advantage of people.

EDIT: this is an edit as of 11/25. The manager gave me a call and was extremely rude to me and lied directly to me. She tried telling me that the continental breakfast was only just changed two or three months ago, and that she is going to fire the front desk lady that told me it’s been going on for a year. She then told me how angry she was at all of her employees that they told me the breakfast issue has been going on for a year and that they told me other people were upset too. Apparently according to the manager I am one of the few people to complain and I am “ridiculous” for not being happy with getting a breakfast in the first place. Small issue with what she claims though, is that you can clearly see reviews dated back way before two or three months ago complaining that the breakfast was not what was advertised. So basically, the manager lied to me, and is going to discipline her employees for telling the truth. What a horrid lady, I can only imagine how bad it must be to work there with her as your manager. I hope the employees see this part of the review so they can realize the manager was trash talking them behind their back for no...

Brookside Lodge Gatlinburg TN|This lodge has a lot to offer. Many amenities. We had a room on the brook with a balcony. Worth the extra price. Very nice to sit and watch nature. The grounds are beautiful! Well maintained with plenty of space to walk or sit. There is a pool with two slides and a hot tub. We did not go in but other guests say it isn’t heated so may be a bit cool in early June when we went. There are charcoal grills and tables on the patio. We had a fireplace which we didn’t use but would be nice in cooler weather. The office had wood for $8 when we were there. Check in was easy and the staff was informative. Gift bag was a nice touch. ||Outside access to the rooms. Those walkways were not kept as well with some paper and litter but not obnoxious. The room was huge! (We booked the Honeymoon suite to ensure a balcony though they may have others with a balcony). Table and chairs with one comfy chair. Two would be nice for a honeymoon suite. Fridge, microwave and 2nd sink in that area. One bedside lamp. (Again, two would be nice.) The room needed some TLC though. Minor things like rust on the bottom of the bathroom door. Seemed clean until I looked at the bottom of my feet after a shower. A short walk on the carpet yielded black feet! Yikes! Probably need a couple of commercial shampooing’s to get it clean. The bed was surprisingly comfortable since it did have two deep indentations in it. Time for a new mattress. On the last night our TV wouldn’t turn on and the remote was cracked. It wasn’t the night before. (Dropped during cleaning?) When we called the front office, they had someone come to our room in less than five minutes. It was a maintenance person. Never heard of a maintenance person on call. (6:00 pm). That was impressive. Free breakfast was just ok. Plain bagels, yogurt, they did have a couple of pancake machines and fruit. Not much else. Breakfast only opens at 8:00 am, which seems late. We were long gone most days by then. If you are heading into the National Park, you really want to be out early to catch the most animal sightings. There is a nice pancake house right across the street from the office and they open at 7:00.| |The hotel location was great. Within walking distance of downtown but far enough away to be quiet. For such a large hotel it was very quiet there. Also, if you don’t want to walk there is a trolley stop right in front of the office. Not sure how often it comes by. We just missed one and waited about 15 minutes for the next one. Just remember you are on the blue line. (There are four lines). All go to the aquarium so you can make connections there. ||In the end it is isn’t about price but value. I think there is good value here. We would return for sure. Probably would have given four stars but the rug being that nasty drops it to three stars. A little more attention to the details and an easy four stars. Some TLC for the areas that are tired and worn and this is an easy five-star rating. We were happy...