Best Western Mountainbrook Inn — Hotel in Maggie Valley

I REALLY wish I could give this hotel 5 stars because the rooms were beautifully clean, quiet and the hotel itself was super convenient to everything we wanted to see and do in Maggie Valley.

The service, however, left a BIG negative impact on our family. For starters, the gentleman (using that term loosely) who checked us in barely understood what we were saying and in return, we couldn't understand him either. On our 2nd day, we had mistakenly locked our keys in our room. I went to the front office and the same guy was at the desk checking in 2 US Navy vets who had cruised in on their motorcycles. The vets were asking the guy at the desk where the Wheels Through Time museum was and the response was, "I sorry, I really don't know...". I had to tell the 2 gentlemen that it was literally only like a quarter to a half mile up the road on the left and that they would see a sign, so then they asked me where to get ice cream since I was more knowledgeable about the area than this staff member who works here every day. I'm sorry, but if you go to work somewhere every day and you can't tell your customers a little bit about the area, especially something that close, that's ridiculous. When I finally made it to the desk, I told him about locking my key in the room, he proceeded to huff out, roll his eyes and not say a word and just slap my key on the counter. The next morning, we had overslept a bit because I was up all night not feeling well from some food not agreeing with me. I called the front desk, got THE SAME guy AGAIN, asked him if we just have a few extra minutes to get our stuff out the door because we were already packed up and then he proceeds to YELL, "WHAT TIME I TELL YOU!? I TELL YOU 11!" Then there was a pause of silence... due to my disbelief that he would YELL at a paying customer like that, and he says "11:30" and Slams the phone down.

And that my friends, lead us to the conclusion that, although the hotel itself was nice and the rooms were clean, we will never be staying here again, because of the HORRIBLE customer service from this man. He needs to find another job that doesn't require knowledge of the area or good customer service skills because he has NEITHER. UNACCEPTABLE. Let me know when he no longer works here and we...

This was a hard three stars. First let me state that the staff was very nice and the location for going skiing was fantastic. This being said our experience was just at best ok. The room was overall clean but if you looked close in the corners of the room and bathroom they really could have used a deeper scrub. Also my wife complained about the sheets being rough. There in also a trailer park behind the hotel. This is NOT a problem but we noticed across the street some of the lodging was on the river. Overall this was not the reason for my lack of stars. We checked in after a long car ride. Attempting to go to sleep we tried to adjust the temperature but the unit did not work properly, when it turned on it sounded like an airplane. We had to unplug it and it got a bit cold that night. We tried to change rooms but they were full. The next day however, they replaced the unit promptly. This was fine. The real reason for my review was that we were placed under guests I assume with children who continually ran above us unt well after midnight. This may not seem like a big deal but the lack of sound barrier made it feel like they were coming through the ceiling. I understand that this is not exactly the hotels fault but I can't give a place a higher star count when I barely slept, had varied issues and paid a premium. Also keep in mind due to COVID the rooms are not cleaned daily and you need to ask yourself for towels, soap etc... This seems to be what most hotels are doing but I don't care for it. Rooms should be cleaned more frequently but... I understand that is probably a corporate thing. If you need just a place to stay for hiking or skiing this place will do. I hate giving poor reviews but I am just trying to give our...

My husband and I have stayed at this location on three separate occasions-unfortunately the quality has decreased. You can't beat the value which is why we had stayed here but after this past experience we would stay elsewhere and it would be worth the extra money. Our first room was dirty. Tub was grimy and shower curtain was moldy. The gentleman at the front desk was very kind and cleaned it himself for us as well as replaced the curtain. The mini fridge was dirty and even had a few stray HAIRS in it (yuck). Our second room (first room was already booked for third day of our stay so we changed rooms for the last night) was certainly cleaner but the plumbing was a mess. Our tub wouldn't drain and filled to our ankles at each shower. Our toilet hardly would flush and clogged twice. The staff is SUPER friendly but the rooms really need some TLC. Additionally- lots of bikers stay here which is fine but they are quite inconsiderate of the other guests. They park their bikes directly in front of the room doors (instead of on the road side of the parking lot) and loudly idol and rev their engines for 10 minutes every morning at 6 AM. Our door was literally vibrating from how loud this was and how close to our door they were. This is no fault of the hotel but just a warning to others in case you are considering a stay. This has happened on three separate occasions in the months of march, may and September so I don't think it's any special time of year...