Courtyard by Marriott Kodak Sevierville — Hotel in Sevierville

We checked in (digital key) hours before arriving at 9:30pm. Upon arrival we found a small bed bug between the mattress pad and fitted sheet. I called front desk immediately and it took about 10 rings before someone answered. Once they finally answered I told them what I had found. The response I received was "Are you sure it's not a gnat or fruit fly?". I explained I knew exactly what I was looking at. I requested a new room but was told there was none available. The only option I was given was to receive new bedding or leave. I explained we had been on the road for hours and had an early morning with 7 more hours of drive time, we needed a place to sleep. We opted for new bedding hoping it was a rare case and no other bugs. At this point it was 10:30pm by the time WE made the bed. Fast forward to midnight. My husband and I were sleeping when we hear a knock and someone saying "front desk". We both jump up in a panic and then hear the employee open the door and enter our room! If not for the safety latch she would have been completely in our room. She left quickly. I called the front desk asking why someone was in our room. Come to find out according to the employee this room wasn't supposed to be occupied(later explained to me by the manager that it was a mistake, that the room was okay to be occupied). I couldn't believe the employee entered our room. We were shocked. Needless to say after the bug scare and the trespassing there was no sleep that night. I requested a phone call from the manager as we checked out. I was assured I would receive a call on Monday.

Monday rolls around and I didn't receive a call. I call them. Was told the manager was out of office but would return and give me a call in about an hour. I wait again, no call. I call once again and that time was told he was gone for the day. I explained the run around I was getting and magically he appeared. I explained the entire situation to the manager and he explained they spray often for bed bugs and that the room was indeed not out of service, although his employee said otherwise when questioned why she entered our room at midnight(apparently there was a hole in ceiling that had been repaired). He did not seem to believe that we had found a bed bug in the bed. The manager was just not very understanding or friendly. He made me feel like my complaints were not valid and didn't seem to fully care about the issues. He offered me 10,000 points in which I explained was not nearly enough compensation for the terrible experience. At that point I told him I felt a refunded night was the very least he could offer. In which he did. I was refunded but will never stay here again and I will second guess any future Marriott stays.

Now for positives, bed comfortable, bathroom and shower extremely nice....

This is a new hotel, very clean and welcoming. The staff are A+ amazing. It was a pleasure to be greeted by Jamie at the front desk and Kara from the Bistro each day while we were coming and going. The hotel is in Kodak, being next town east of Sevierville, so if you are looking to stay somewhere quiet and less in the midst of the touristy, busy areas of Gatlinburg and Pigeon Forge, then I highly recommend this hotel. We are long-standing BonVoy members and got an excellent rate on the hotel through the BonVoy app (highly recommend this as you get a BonVoy discount for long-term stays over a certain number of nights). The hotel is on the same lane as the Buc-Ees exit so easy access to gas, snacks, and food. A couple of very small drawbacks where that they mini fridge is VERY mini (not as big as the standard bar fridge in most hotels) but we brought our cooler so were able to keep our drinks and food cool. Another chair for a seating option might have been nice. Definitely consider this hotel if you want to be able to commute (only about a 15-20 minute drive) to Pigeon Forge and Gatlinburg and stay away from the crazy busy-ness of Pigeon Forge and Gatlinburg. Easy access to the Park. Hotel staff extremely helpful, even printing directions and make recommendations for ways around the busy main thoroughway. Thanks for an...

This has to be the worst hotel experience I have had in a long time. I didn’t arrive to the hotel until a little after 10:30pm, after spending the last 24 hours driving all I wanted to do was go to bed. Check in process was quick and easy, got up to my room, showered and got in bed… only to be woken up an hour later by roudy next door neighbors. Sounded like 10-15 people in the room, talking loudly, laughing, slamming the door, people knocking at the door to come in all at 11:30-12am midnight. This went on for the better part of an hour until I made a call down to the front desk telling the “not so understanding man” at the counter. His tone of voice gave off the “I don’t know what you’d like me to do, but I’ll check it out”. Another half hour goes by and the next door neighbors are still making a racket (over my tv, with the volume on, can hear them loud and clear) this went on all night until check out at 7am. At check out I mention again what went on, the lady said I’m so sorry, I will have my manager call you… hours later no phone call no nothing. Besides the nice rooms and brand new location that’s about all this place has going for them. Absolute shame, I travel a lot, and will be avoiding this...