Club Wyndham Great Smokies Lodge — Hotel in Sevierville

I have been an owner for 20 years with Worldmark/Wyndham and I have to say I was extremely disappointed in this resort and the customer service we received. My family had been planning this location for over a year and we knew that there would be a few hiccups w/Covid, but not to this extent. I checked with the Wyndham right up to the time we could cancel our trip w/a full refund and we were told they were closing the outdoor area early due to staffing, but they were allowing use of Soaky (that would suffice) and everything else would be open. Got there to find out that Soaky was only open on the weekends and our stay was a Sunday-Thurs. Okay, well at least the indoor area was open...nope...the two largest slides in the indoor were closed too for our week and so was the gym (which I specifically called to check to make sure it was open because my husband is recovering from radiation and is trying to regain his strength and the gym brings him peace). Also, the waterpark and hot tub were only open until 8pm! So...you can imagine with a family of 5 to entertain I was a little frustrated! At check in I was directed to my "concierge" who I tried to explain my frustrations and ask if they were offering any discounts on the stay and play package or anything else so that I had more options for my boys since probably 70% of the included (free) "extras" of this resort were closed for our use. Instead of listening he proceeded to constantly interrupt me to tell me it wasn't their fault it was Wilderness and if I wanted to sign up for an "update" he could give me credit there to spend for my stay and play....uuugh...isn't your name on the sign out front (no accountability)! I walked away and returned the next day at 11am (when I was calmer) to get my "welcoming packet" and I was told there was no one there at concierge/or front desk who could help me until after 1pm, maybe 2pm. Needless to say...we ended up spending a ton more money on a vacation we did not intend to, to take our children out of the resort to activities that were OPEN! No drinks that you bought at the bar (not even water) allowed at the side or near the hot tub (and we watched them check and correct adults regularly at the outdoor hot tub). My son used his tickets he earned all week at the arcade to buy a sign (that was in a box in a bag), he walked away and found out his brothers had tickets on their cards he could use to get a bigger version of the same prize and when he went back to ask to exchange it (unopened...untouched) they told him no (I understand Covid...they could have wiped the cardboard box down to reshelf it). The room itself was beautiful, our waterpark bartender was awesome (he recommended the Local Goat for dining and it was great), the male lifeguard that ran the Surf Rider was very patient and helpful, and the manager at the arcade/games was a good listener at some of my frustrations (lol...my boys spent a lot of time there). I called my timeshare, waited on hold for 45 minutes to get a "quality specialist", spoke with her, was promised a return call within a couple of days and guess what...its been 5 and no call back. I think this place could be an amazing experience, unfortunately it was not for us for the money that we pay...

I’ll start by saying that the room itself, the facility itself, and most of the staff we interacted with were phenomenal. Check in was a little slow and there were several staff members sitting behind the desk on their phones and not helping, so it seemed. Due to it being a Wyndham resort, it was gimmicky in the sense that you check in with someone but don’t actually get your wrist band until you visit with concierge. Annoying, but to be expected. However, at the concierge desk I was asked to swipe my card under the impression it was for the incidental hold for the stay. However, AFTER the charge was placed I was then informed that the charge was actually to reserve “free” tickets to a dinner show, and in order to get our money back and obtain these free tickets we would have to attend an owners meeting the next day. My fault was showing up at the meeting instead of just counting that $ lost. We show up for this owners meeting on 09/27/25 at 11:30 am and meet with a man named Jeffrey and a woman named Kansas. Jeffrey stated he would like to confirm the information in our file to ensure nothing has changed since our last meeting with a Wyndham representative. While we are doing this, Kansas asked us if we already hold the Wyndham Rewards credit card, which we informed her that yes my husband and I both already have the card. Jeffrey goes through and confirms all of our personal information including names, addresses, phone numbers, email addresses, dates of birth, social security numbers, and employment/income information. All of the information in the file was already correct. He then had us place signatures on his iPad. He did not inform us what these signatures were for, and we assumed it was to affirm that the information he just went over was accurate and true. Within a few mere minutes, my husband and I began receiving notifications that a hard pull had been placed on our credit and that my husband had been signed up for ANOTHER Wyndham rewards credit card. We did not have any knowledge of their intention to pull our credit, let alone did we give permission for them to do so. I would like to point out that is unethical, if not illegal/fraudulent, to pull someone’s credit and apply for credit cards in their name without their permission. Yes I know they will argue they had out written permission due to the signatures on the iPad, but at no time were we verbally informed that was what was happening, nor was that information available to us in writing on the iPad or any papers, etc. We have made a complaint to the BBB, and will also be disputing this with the credit agencies as well as filing complaints to the Consumer Financial Protection Bureau and reporting identity theft to FTC’s identity theft division. We are also considering filing a...

I want to start by saying that I have been staying at Wyndham locations since I was a teenager, so I am pretty familiar with the usual amenities and staff. This location the staff behind the front counter are almost all condescending and passive aggressive. While that was a continuous frustration it was not my biggest problem with this place. We booked this vacation based on the free waterparks that were included in the stay. It turns out Wyndham does not own any of it. Wilderness Park does. While Wyndham does offer this as one of THEIR amenities they do not tell you that the parks close the day after Labor Day. In fact there are no hours or calendar on their site at all. We got several text messages exactly one week before we were to check in telling us that both outdoor parks would be closed. However Wyndham had a 2 week cancelation policy so if we changed it we would loose all of our points. When we expressed this to the staff they acted disgusted with me that I even brought it up because, "We don't even own any of that and we have no control over their hours. You're lucky you even get to go on the weekend." (This is the attitude I was referring to.) If you are going to stay here just go to the Wilderness side. Wyndham is not worth your money. They only care about the rich and the head guy here made that very clear.

Update: Now that we have been here a few days and had some time in the room we have found that the shower had no seal which allows it to leak all over the tile and it is obviously eroding the walls. The TV in the master bedroom doesn't work, the sheet is not big enough for the mattress and slips off over night every night, the balcony is infested with spiders from one end to the other, you have to use a key card to get into the building from inside of the circle but not from the street. . . Also the entire place is under construction and they have torn out half of the restaurants and two of the major parts of the game room while we were here. Out of everything the worst part is no GFCIs on Kitchen counters. Right...