Hotel Indigo Gatlinburg by IHG — Hotel in Gatlinburg

This was such an unfortunate experience, I was excited for them to open and found out about them opening before construction. Since this an IHG Corporate, I was really expecting top notch, they lacked for sure. They advertise as pet-friendly, and I have a service animal, they are NOT pet-friendly. The manager Amy was also rude and my service animal was denied access to their roof top area. When we reminded the girl working she was service, she still refused my animal. So, we brought the dog back in our room, and were gone 30 minutes, to return to a missed call, and very unprofessional vmail that many complaints were being given to our dog. We were up on YOUR rooftop, spending our money to your facility. In addition, many other people had dogs on our floor - we heard them barking. It's possible, they were NOT complaining about our dog, and guest(s) got the wrong room #. I also pointed this out to the manager, Amy, and pointed to my dog, being QUIET, while other dogs were barking and she was not nice about it. Never once were greeted coming in, or leaving throughout the day. The service was cold.

The baristas don't know to stir the almond milk so that was annoying as well.

The location is amazing!

The service was terrible!

The bathrooms in the rooms were AWESOME!

The bed was terrible! Our bed felt like someone 500 plus pounds was in it, it was sunken in. The fridge was smashed, the alarm clock did NOT work, the time was past an hour, and messed us up our first night and first morning there, we called to get it fixed and Amy the manager did not help! No one ever checked on it either!

The towels are like sandpaper, the toilet paper too.

The pillows are way too soft my neck still hurts from the stay.

They do have a dog trash can by the dumpster with bags which was GREAT, but they have fake grass for dogs, that was pulled back and not available during our stay, I don't understand this.

VERY IMPORTANT: Guests choosing to stay at a PET-FRIENDLY, hotel are taking a RISK, dogs bark, even service animals, you need to be trained and understand how to remind guests staying there who are taking that risk!

The room next to ours had problems and it was under , maintenance for like 4 hours - with non stop doors slamming and banging, that definitely could have contributed to my dog barking. We also had our dog with us the ENTIRE trip, except for 30 min, at your bar.

Amy also told me that service animals, per ADA law are NOT to be held, this is NOT true. Disabilities come in all forms, many people hold their animals, while their animals are working and can still perform their service needed for their handler!

The shampoo and conditioner were amazing, and the location was great, the overall room was in good condition, but the sunken bed was TERRIBLE, the phone also didn't work, the message waiting kept flashing in red. I did NOT feel the mountain charm that I was used to growing up in the Smokies and could not be more bummed about this. The bar manager, Nick, was super rude, we needed to cash out, and he kept talking to other girls, rather than let us pay, despite that terrible experience, we still tipped well.

I would also say that the regular employees were nicer than the management and nicer than the people at the front desk, we were there for 4 days, and my husband was only told hello once, the morning we checked out.

The workers who were friendly were a girl with lots of tattoos in house keeping, she might be better for the front desk! The front desk staff was very rude!

I also read other recent reviews, and I was sadly not surprised that other people had trouble with Amy the manager, and I feel like this better get addressed, I will be filing a corporate complaint. I've been to many IGH hotels, and NEVER had this experience. I also travel with my service animal frequently, international and national, this was really low-grade.

Also the pool is advertised as heated, and it is NOT heated. Highly unlikely we will return, what a bummer. Total...

TLDR - Great experience. Easy check-in, clean rooms, thoughtfully designed spaces. Breakfast has great views. Staff is impeccable - polite and knowledgeable.

Check-In: There were 2 front desk clerks when I checked in, so I had no wait time. The clerks were well presented, and the lobby was clean, comfortable, and highly functional. Check-in was a breeze.

Room: I was in a 2 queen + sofa bed room. Pretty spacious, but I'm a simple person. The room was clean, and it was clear that thought was placed in how the room was designed (ex. USB-C and USB-A charging ports near the bed, easy-to-access outlets at the desk).

For the bathroom, the ambiance reminded of Bellagio's rooms. Again, thought was put into the design. Examples would be sink deliberately off-center to avoid bumping into the toilet and to maximize counterspace footrest in the shower so it's easier to scrub legs shower controls placed so when turning on the water, one doesn't get wet

Amenities: I didn't use any amenities, aside from the breakfast.

Breakfast: Both days I was there, I went during a non-busy time. Fantastic view of the town and surrounding mountains. Buffet had a wide variety of dishes and there were exotic fruits (dragonfruit) on the days I was there. For those who like eggs, the eggs + spinach + onion were way better than those of Holiday Inn Express. On the first day, I ordered an Arnold Palmer and the server premixed the drink (which was really nice). On the 2nd day, the server remembered what I ordered and brought over an Arnold Palmer without being prompted. I was amazed she remembered my preference.

Location: Only an 8-minute walk from downtown, and the sidewalks to get to downtown is wide. Would highly recommend walking since parking downtown is...difficult.

Suggestions?: The following are very minor suggestions For breakfast, it seems that the hostess doubles as a server/bus person. So there were some times where i see guests wait at the hostess desk for a few minutes. Is there a way to reduce the wait time? Having 2 glasses in the bathroom. There are glasses in the bedroom, but none in the bathroom for brushing teeth. However, I'm not sure if the overhead cost would make the suggestion unreasonable. There are 3 elevators. The elevator signal (i.e. the display indicating when the elevator arrives) is not in a clear line of sight. So i might be at Elevator 1, but Elevator 3 arrives, I can't see Elevator 3's signal from Elevator 1). Even with the ping from the elevator, the acoustics of the hallway can mislead people into thinking a different elevator arrived. I know that elevator work is extremely expensive, so it's a...

Hotel Indigo Gatlinburg is a super new and modern property — almost five stars in design and attention to detail. The whole place smells fresh and clean, with none of that construction odor you sometimes get in new hotels.

Room options are a bit limited, but we stayed in a standard room with two queen beds. It even had a small twin-size sofa, perfect for sitting and enjoying the gorgeous view. Our room (204) looked straight out onto the mountains and the town — absolutely beautiful. The bedding was crisp, though styled like most American hotels with sheets instead of a European-style duvet cover. Lighting throughout the room was especially well thought out, which I really appreciated. The ceilings felt a little lower than expected, and the room itself is on the smaller side, so more than two people would feel a bit cramped. The shower, however, was large and everything was finished in elegant golden tones. I loved the little black makeup towel included alongside the regular white ones — such a smart detail.

The biggest downside for us was that the pool wasn’t heated yet. We can’t wait to return once it’s fully open. On the plus side, the hotel offers a conference room and a rooftop restaurant with a stunning view — a perfect setting for a high-level event with excellent design and service. The front desk staff delivered truly international-level hospitality, which stood out.

Breakfast is beautifully presented, with fresh Belgian waffles, oatmeal with berries, toast, juice, and more. You can also order Starbucks coffee right at the reception downstairs, which is a great touch. We recommend booking with breakfast included so you can enjoy the incredible rooftop view over a cup of coffee. Outside, there are large screens for an open-air movie experience or another purposes — such a cool idea.

My tip: walk a lot during the day so you’ll sleep deeply enough not to notice the AC noise at night (it sounds a bit like water draining mixed with a fan on high speed). Still, despite that, we would absolutely love...