Comfort Suites Gatlinburg Downtown-Convention Center — Hotel in Gatlinburg

Made reservations days in advance of my family trip with a CC payment, despite having my reservation number and reserved room information , it was cancelled unbeknownst to me as we were traveling to our hotel destination many states away .... It had to be reinstated resulting in a worse situation. Upon our arrival , parking was nearly full and not conducive to handicap, elderly, or senior veteran. Breakfast food was terrible , my biscuit was so hard it would have shattered a window if thrown at it. Hotel was overbooked and understaffed. Staff that were there never acknowledged guests, the employees played on their cellphones , talked amongst themselves, never were attentive to guests needs. Guests above us stomped on floors and hit walls all night for the entirety of our two night stay. Despite my two days and nights of voicing concern and asking for assistance so we could sleep, fell upon deaf ears and were ignored and events continued our entire stay. Someone smoked marijuana / weed in the hallways and as a result stuck up our hallway and room for several hours making it smell like a skunk. Voiced concerns, again ignored, two elevators exist, one was broken the entire weekend but had a printed paper simply saying dont use 2nd the elevator. This elevator just so happened yo be the staff elevator. The main elevator for guests was extremely slow. But since staff elevator was inoperable, the staff were forced to use the same elevator as guests resulting in increased wait times. This poses a very severe fire threat and places guests in a dangerous scenario if an accident occurs. Elderly or handicap could not escape via stairwells as some were filled with trash bins which had overflowed .. some floors had guests towels , food , etc left in the hallways and was unsightly ...the hotel despite having been recently built looked more like a housing project in decline. The breakfast offered was cold and subpar compared to other hotel chains, one aged woman was the only cook trying to keep up making food for tons of guests alone. No staff had cleaned any of the tables for the amount of guests appearing for breakfast. Tables were filthy , not one person cleaning them .. Even guests were rude and obnoxious and couldnt keep themselves clean or in check. A towel and bed spread had stains or even what appeared as blood stains and therefore could not be used for sake of health risk. Rules that may exist were not implemented or enforced, it simply was a free for all. Honestly, i am not sure i would stay here again, and the saddest part of it was that this is our first time staying with this hotel brand and chain. Makes me doubt the ability of this brand to maintain high quality and standards. This was a very different experience than is advertised on television ...staff members if found around the hotel , unfortunately could barely understand or speak english. Upon our departure, the manager or owner did not even greet us or thank us for a stay, just simply printed our invoice and handed it to us. Extremely rude ownership or franchisee... All about numbers to feed the corporate finances, there was hardly anything geared towards making a guests stay enjoyable. I can say , as a well educated professional, and business owner, i could not operate a business in good faith in the manner i witnessed as a guest and think that i would remain open ... I would fear as a franchisee of this brand or any other that i would have my license revoked. The end result , this place has potential but needs lots of work getting to a higher level of quality , cleanliness, courtesy, and competitiveness. Perhaps its a ownership problem, perhaps a franchisee issue, or poor management lacking the appropriate skill sets. Very disappointing. What was to be a relaxing and enjoyable trip was anything but. If i owned or operated a corporate brand as big as this , i would want my image portrayed in the proper manner, otherwise it just ends in a poorly...

$$ DO NOT BOOK BEFORE READING THIS $$||THIS IS AN ONGOING PROBLEM THAT I WILL UPDATE WHILE DEVELOPING||Since checking in there is no internet in my room.||You know the level of care a hotel have for its guest by how it act when there is a problem. Owning and solving it.||Choice Hotels manage many hotels and also Comfort Suites Gatlinburg, and they do not own the problems their guests have. Their problems become the guest problem to follow up and solve.||Instead of having your mind on relaxing and enjoying your stay you own a problem of the hotel infrastructure.||Don’t know how is it for you, but for me and because of my line of work, one of the features I look at hotels when vacationing is access to wifi at the room. I need that to stay connected for work, unfortunately.||Choice Hotels (Comfort Suites Gatlinburg) advertise that they have “high speed internet”, but no internet in my room.||I spoke 3 times with the third party company that runs it for the hotel after checking in.||Yes, you read it right, instead of owning the problem, the hotel has a sign telling me to call a third party company that run this stuff for them.||Their problem became my problem.||My first call to them was 20 min after checking in. At the 2nd call that they would have to escalate the problem.||After calling the front desk again at the night of my 2nd day here, still without internet, after having spoken 3 times with their service provider, the hotel sent a staff member to my room. One of the times I’ve spoken with their internet service provider, I was told that it could be the router (at each time they said something different), so the hotel staff came to see it, but we found out that there was no router at the room.||The staff member (who was learning about the situation at that moment) was very attentive, he had a posture of someone trying to solve a problem instead of giving excuses. He called the service provider, explaining what was happening and pushing for a solution, the feedback he got was that the service provider would have to escalate the problem AGAIN. Can you believe that??||The escalation of the escalation. The service provider representative said he could see that there was an escalation registered after my 2nd call to them to solve the issue but also that nothing had being done about it.||The guy sent by the hotel to my room was clearly uncomfortable with the situation of the service provider escalating an already escalated problem, but could do nothing, as there was a third party service provider involved. He was asking for a time for the answer about the escalation of the escalation but only got evasive answers in return. He was frustrated.||The reason they are escalating my situation again is because no one at this third party service provider is following up to have it solved.||It is really unfortunate because the hotel staff is great, really nice people, from breakfast to the staff that came to see the problem today, but if Choice Hotel, who I learn here is who ran Comfort Suites Gatlinburg, put a third party in the middle, they cannot do anything.||The service provider has a total lack of care and commitment with the hotel guest experience.||The Hotel management should own this problem, follow up with their service provider and have it solved.||And I’m still with no internet in my room, see picture showing the network not connecting, and no perspective of solution at my...

I was excited to stay at this hotel as it was new. This was a big disappointment. The staff was jaded/ disinterested and everyone acted like they would rather be somewhere else. Everyone has to have a job. That's just life as a guest we are spending hard earned money to stay at your hotel as part of our vacation. We have lot of choices for where to spend our money. Breakfast is a total waste. The eggs tasted like cardboard, sausage is gross, and the coffee maker has obviously been messed with for the sake of skimping on the amount of coffee used. Even if you press the bold coffee button it comes out so watered down it is basically tinged water. We booked based on the fact that it's supposed to have a good hot breakfast. That is not the case here. For us it's a big time saver for our family vacations not having to leave the hotel to go to a restaurant each morning. I have stayed at many comfort suites that have very decent breakfast. This is not the case at this location. Also the parking is dangerously small. Gatlinburg is a mountain town family location. Not the kind of place that people drive smart cars and compacts. People come in SUVs and trucks. The parking lot is so small but you cannot park a standard size SUV in the parking space and pull far enough forward to get out of the driving lane in the upper lot or the parking lot underneath. There were multiple issues with people bumping other people's doors while entering and exiting their vehicles just in our short stay. For a room nearing $300 a night off of the main strip this place is not the value for the money that you are looking for. If the hotel management doesn't take these reviews seriously and make improvements soon I would suggest you look elsewhere. Call before you go to confirm whether or not they are paying attention to reviews and taking action to resolve these issues. For your hard-earned money you should expect value, quality, and service!

Update: please see the reply from the hotel to my review. (Dismissive and denial) Then read other past reviews for yourself. This hotel knows it has issues. Plenty of other reviews confirmed that same experience I have had. It boils down to this. Talk is cheap. This hotel obviously prefers to do damage control by trying to dismiss customers reviews instead of doing the work of taking meaningful action to fix their issues and prove their service. Bottom line is it's up to you as a customer to decide if you want spend your money with this hotel when they talk about hearing customers concerns, but don't take action. Look at past reviews, look at recent reviews. Same...