Glenstone Lodge — Hotel in Gatlinburg

I was completely shocked, surprised, and at a loss of words when I was greeted by 2 police officers as I was heading to the front desk to check out of my hotel room. I had a luggage trolley full of all my items, along with my 12 year old son holding his items. At this point, I was unaware of any contact attempt by the hotel to me. My son told me the day before that he was told by “a manager” to stop riding his scooter in the hotel. When I asked my son if the manager requested to speak with me or if the manager was upset in any way and that I needed to speak with them, his response was “No, he was friendly, just told me to stop”. At that point I didn’t think anything further about the incident. We put away the scooter in our trunk at some point that afternoon. I would like to point out that we arrived on Saturday at 230pm and it wasn’t until Monday that my son was addressed for his scooter riding. I also would like to point out that instead of addressing it further with me, the adult and parent, it was only discussed with my son. When I asked what this was about – why the police were called - The front desk person stated she was aware of tire marks made by the scooter. Again, I asked why this prompted a call to the police and I was not given a clear answer. I was mentally paralyzed as I was before 2 police officers thinking I was being charged or arrested for something unclear and how I would get my kid somewhere safe. There was no one from management present to further explain. I was told by the staff that a charge had been made on my card for $548 (without my authorization or discussion) AFTER I asked if any charges were made. Why I had to be the one to ask instead of the hotel staff printing some sort of receipt with breakdown of charges is beyond me. The next statement made by the police officers were that we were banned for life and that we would be considered trespassing if we set foot on the premises again. The officers waited for me to finish checking out to escort us out of the premises like criminals. If the staff was really concerned about finding me, then why was there no more urgency to that search? A note under the door. A note on the door. An email (I had been receiving emails from the hotel so I know for a fact you had that on file). I do not know why the hotel staff had my old number on file since I had to input my information to book the room as well as fill out the pre-arrival check in. Apparently the staff knew my son and stopped him at one point – why not ask to speak to me at that time? I was unaware of any knocks on my door as I was exploring and visiting a new city and wanted to enjoy it. I brought my son to Gaitlinburg for his spring break, it was our first time ever at the city and opted to visit Gatlinburg over Myrtle Beach because of the great reviews I was given by my co-workers. Me and my son were making plans to visit the hotel again during the summer since it had been an enjoyable experience up until I was checking out. Never again will I be setting foot in your town or ever recommending the town, let alone your hotel, to anyone. As a hotel, they are in the service and hospitality business, we are your guests. I would have been more than happy to discuss any alleged damages to the pool carpet. Instead, it was assumed that I was actively avoiding the staff when your search was lacking much effort. Of note, it is 3/13/25 and I am still waiting on further response from management staff as I was promised I would get a call...

We got to the hotel at 11pm, for a 2- night stay We were given vague directions to the north 40 to find our room. No signs to find the hidden elevator. I had to go all the way to the main hotel with all the luggage to get an employee to walk back and show us how to find the elevators. We get to the room, and its ok. Lamp light was out. TV wouldn't work. Rhe refrigerator was unplugged and warm, which took hours to cool down and we had perishables. We still pushed through and did not complain. The dresser/phone area was full of dust, there was hair stuck to the toilet and back of bathroom door. We cleaned it and went to sleep. My friend found a cockroach running across the floor in the middle of the night. We went out the next day and then when we came back I went to call the front desk about the TV and the phone didn't work. I used my phone to Google the hotel and had to go round and round all the reservation stuff to get to the front desk. I spoke to a guy named John who said he was the manager but he was no help. I told him all the things in the room and he said there was no where to move us , he gave no customer service. He said he couldn't give any refund or credit because we booked through expedia. I suggested maybe a pizza from the shop in the lobby and he said he couldn't do that either, they aren't affiliated. I said ok, please write a list of all of this I can call expedia with, and he said no. That infuriated me. He sent up a maintenance man who was very nice , fixed the light. He tried his best after 2 trips and someone on the phone to help him, an hour later got the TV working. It was now 9:30pm. we ordered a pizza from the lobby that said it would be ready at 9:45. The TV then quit working again , and this time we didn't even bother to call again . We changed into our bathing suits and went downstairs. I then got a text that said it wouldn't be ready until 10:15. We sat and waited. the pool closes at 11. at 10:20 I ask about the pizza and they don't have our order, even though they've texted me twice. After talking to 5 people and showing them my phone with their messages, a lady named Terry was very helpful and refunded our money and made us a pizza , since we had waited an hour and 15 min and now the pool was closing. At least she understood customer service, unlike the hotel, that basically said... "you're screwed, we don't care how much you've been inconvenienced". The pool area is nice. Wish we got to use it more than one morning. The Jacuzzi is tiny and holds 4 adults. Stay somewhere else , with some place that cares that you've spent hundreds of dollars for a decent experience, because this place doesn't care if you...

I’ve been bringing my family to Gatlinburg nearly every year, and we absolutely love it here. We’re seasoned travelers who enjoy hunting for deals and trying new places to stay. However, this hotel experience was so deplorable that it’s the first time I’ve ever felt compelled to write a negative review—and believe me, they earned it. From the moment we arrived, the issues were glaring. On day one, I noticed a solid inch-and-a-half gap under the front door of our room (see attached photos), which let heat and AC escape constantly. But that was just the beginning. On day two, while I was in the shower, my two-year-old son managed to open the door and wander out unsupervised—because the doors lack any secure locking mechanism to keep children safe (see attached photo). I ran through the hotel in a panic, screaming his name, only to find him in the lobby with a kind stranger. The experience was nothing short of traumatizing, and I urge you to choose any other establishment if you value your family’s safety. The problems didn’t stop there. By day three, trash had begun piling up into a small tower outside our door. We rented three rooms total—345/347 (connected), 349 was a single unit and the neglect was consistent across all of them. In 347, trash was only collected on days two and four, and our linens remained dirty until we complained to management. In 345, fresh towels didn’t arrive until day four (after management intervention), and when they did, the new linens were stained, with two pillows missing pillowcases. In 349, a single unit, we had one missed trash pickup and went four days with a growing pile of used towels on the floor. Housekeeping was practically nonexistent unless we escalated issues ourselves. The rooms were plagued with additional problems. Faulty wiring meant outlets provided inconsistent power—I woke up multiple times to a phone at 23% or lower, forcing me to rely on a battery pack. The bathtub was revolting: slimy, barely draining, and clearly uncleaned. These conditions were unacceptable for a family vacation. When I raised these concerns, management offered a refund for one night’s stay for two of our three rooms. I rejected it—it was an insulting gesture that did nothing to address the gross negligence we endured. I’ve attached photos and a video documenting these issues as proof. For the sake of other families, I cannot stay silent about this hotel’s appalling standards. Save yourself the frustration and...