SureStay Plus by Best Western Gatlinburg — Hotel in Gatlinburg

Chose this hotel because of the great reviews and pics while on vacation. Just checked in and first impression isn't horrible but doesn't exceed expectations either. First off, I would really have to think about staying again. I can over look things for I'm not expecting perfection. However wanted to bring a few things forth. When making reservations we wanted a king sweet but there was no tub, only a shower. So was offered a two queen room, not a suite, that had a tub. It was a few dollars cheaper so we paid in advance. On arrival, the two queen had no tub and there was a partial hole, like an indention in the wall. So we went down to report the damage as to not be blamed and to remind them of our request for a tub. Was told the manager already assigned the rooms and she didn't know what happened. Was going to just ask for the king sweet we originally wanted but the phone rang and she told the person on the phone there were no king rooms left. Now, the 2 queen room itself is very spacious. It has a balcony with two chairs overlooking the river. There is also a huge window that takes in the view as well. The sound of rushing water was soothing. All balconies face balconies from the hotel next door. So your looking across at other people looking back at you lol. However we couldn't enjoy it long for someone was smoking weed on another balcony floor and it was very strong, chasing us back inside. The AC blows very cold. A plus in the summer. When I went to adjust it I noticed thick dust all along the window sill and baseboard frame under the window. Ok an over site maybe because of the curtain. But as I looked up toward the beds, the sunlight showed a sheen of dust all over the head boards and in the creases of straps holding the headboard cushions in place. Of course at that point I'm looking around and there is dust everywhere! All along the top edge of head boards and TV back drop, inside nook/shelf of side table, And dust bunnies on top of the clothes hanging closet. All major surfaces were clean however. Maybe the dusting should be on a rotation schedule.Every time I sat on a bed it slud exposing the metal frame and hitting me behind the knees also. Look, ok it's not perfect, but it is very spacious and bed was clean and comfy. Sink space was outside restroom, a plus, but was very small. Some Salon Selective toiletries were provided. Two face bars, no body or hand soap, shampoo, conditioner. Upon check out we noticed there was not an ice bucket in the room to use. We called the desk and the courteous lady that answered said she would have house keeping bring one. We were literally packed on a luggage cart waiting. Waited about 15-20 min but No one came. So we called to cancel it cuz we had to go and used the unopened laundry bag to transport the ice instead. The lady apologized and said there was a language barrier. We did not see any housekeeping until we were pulling out a little after 10. They appeared to just be loading their carts to get started. I've stayed in worse, but this stay was just about below average. The location with walking distance to everything with free parking, the balcony, spacious design, and the fact I already paid in advance, made me stay. I wanted to cut our stay a night short but this location had the best reviews at the time we researched them 3 weeks prior!!! Oh and the outside trash on our floor buy the elevator was not changed our whole three day stay.The same pizza boxes were sitting on top and there were smaller bags of trash piled all around. Pool looked clean but we didn't use it....

My best friend's wedding got cancelled due to Hurricane Helene so we needed a place to stay for the night. Kerri was extremely unhelpful and seemed to not care about providing any kind of customer service. I called to ask for help making one of my 2 reservations since I was not able to do it on the BW website. She refused to help me and told me to go online and do it. I asked if there was enough parking for 2 cars and a small 6 foot trailer, she said no. I tried to explain that it was a small trailer and would take less than 2 spots, she told me to figure it out myself. I asked for a late check out. She said the hotel does not offer late check outs, which isn't great but I understand that not all hotels offer it. I asked if I could pay for late check out for a few hours, she said no. When I asked what other alternatives are there, all she said was that I could pay for another night and leave whenever I wanted.

When I came to check in, Kerri looked like she was doing me a favor by being present. She did not smile, did not want to communicate about anything except the bare necessities. She did not acknowledge my rewards membership. She did not offer any complimentary water. When I went upstairs and checked the rooms, the chairs had mold on them, the sheets had a few stains and the mattress cover was GROSS!! I went down to ask if we could change the rooms. I was told that was not allowed. (which did not make sense because the hotel was not full and still had atleast 7 rooms available till midnight. I checked in before 6pm). She offered to give me sheets but she said the new sheets may have stains. We were too tired to change it ourselves so we refused to get new sheets and figured that we will just deal with what we have. Then there was only 1 hand towel and 1 wash cloth per room so I went to ask for more. I went down again and she only gave me 1 each per room and said that she could not give any more. The keys did not work on the far end staircase doors so I could get out of it but not go back in. Which was also annoying.

We got food from outside but did not have enough utensils so my friend asked FD for some and Kerri told him that the breakfast area is closed so she couldn't give me any utensils or plates. Kerri then followed him back to our room to confirm what room he was staying. Both of which is ridiculous in my opinion. And what kind of a hotel doesn't offer basic necessities??

The breakfast attendent was the only employee that was nice to the people with me. The housekeeping lady started to knock on our doors at 10.45am and rushed us out of the room. Kerri told me that if we took more than 15 minutes past 11am, we would be charged for the whole night which also seems crazy. The HK (who did not wear a uniform) just stood outside our door and kept knocking on the door until we left at 11.05am!! After we left the room, the entire staff was standing outside pointing at us and staring us down for about 15 minutes while we were packing our cars.

My stay and review would have been much nicer but the employees ruined the experience.

I was thoroughly disappointed with the behavior of the staff and cavalier attitude. I'm willing to deal with issues as long as the staff is trying and being courteous. But being targeted for raising concerns is petty and childish.

It's a shame that such a nice location is marred by subpar...

My family stayed in the double queen suite on a Tuesday night. We got an amazing last minute rate of around 70 dollars. We had planned a drive through town but decided at 1 p.m. lets just stay the night there. The hotel checked out clean for bedbugs online at multiple sources and was clean in person with no issues; bonus, No roaches either. ;) It was located within walking distance to the shops in downtown Gatlinburg and there was no parking fee there. They do give you a parking pass. The pool was nice. It is outdoors and fenced in. It closes at 10 p.m. The room I had was pet friendly. It was super big and super clean. It smelled so fresh. The room was well stocked with towels and items. It had a balcony overlooking the creek that runs through the Smoky Mountain national park. My kids enjoyed seeing trout there and more. They have swings set up by the creek to sit on and relax as well as a grill. We didn't use the grill. Just down the road is the national park as well as a nature trail you drive. My family loved it, the highlight was watching a cub walk alongside us on the road as we drove. At the hotel, there isn't a ton of grass for dog to do their business on nor any poop bags, I recommend bringing your own. It was kinda tall (I worry about ticks). There was enough grass though in general though- which is probably a good thing since a large amount of grass means more areas for people to skip on cleaning up after their pooch. No poop on the ground though so it was clean. The elevator is slow but I think a kid before me had pushed all the buttons lol. The room had dual a/c units. It stayed nice and cool. It had a table, a desk, a couch and 2 beds. Some of the ceiling lights didn't work but natural light was good as well as the lamps. Not sure why, but charging a cell phone was ultra slow there. Whether in the lamp plug or wall, it literally took ALL night from 9 p.m. till 8 a.m. and my phone went from 8% to 94%. Everywhere else it charges fully in under 2 hours, including the car. Breakfast was your typical continental breakfast. The kiddos loved it. They give a coupon packet when you arrive too. They are within walking distance to cicis pizza which has a B1G1 coupon. I was honestly impressed with this hotel. I am a die hard Holiday Inn person. This trip, I chose Best Western for the affordable $20 pet fee (most others were $75+). I was impressed for sure. The queen suite has 2 tvs also as well as a balcony to overlook the creek. It is on the 6th floor (which can be a trip if your dog needs to pee at 2 a.m.... thank God mine didn't lol). I think I am becoming a Best Western fan quickly. High quality and an even more affordable price.