The Resort at Governor's Crossing — Hotel in Sevierville

We have been a returning customer for 10 years to The Resort at Governors Crossing. Actually we started coming when we had our daughter. And I don’t ever leave reviews especially bad ones. In fact, in my current employment I am in customer service and handle issues just like this everyday. I very must dislike bad reviews and I try to resolve them without having angry customers and them feeling the need to express them via online.

We had one incident yesterday morning that I feel worth sharing because I think management needs to address it and I don’t think it will as the manager keep repeating children has to have an adult with them. So I am voicing my concerns in this review.

To keep it simple, I sent my 10 year old daughter along with her 7 year old brother to the front desk to get a paper schedule to the facilities activities they do for the kids. The front desk lady told them they could not have one because they were not with an adult.

To be fair I know they have a RULE that children 0-13 must be supervised by adult.

I 100% feel the front desk staff took an EXTREME stance on this RULE. I 100% feel they basically shut my daughter down and broke the most important RULE of customer service. Because of her age the staff decided not to help/assist her. This is simply absolutely unacceptable! My daughter is the ONLY reason we come here! I expect my Children to be treated with the same amount of respect as myself. I also expect an employee to understand when to enforce such a rule and when to not. This was an example of when to NOT enforce a rule.

My daughter was not playing in the park alone, my daughter was trying to do an activity alone or she was not in either of the pool areas swimming without supervision. She only asked for a piece of paper that had CHILDREN ACTIVITIES on it from FRONT DESK. The place you go when you need answers. My child is old enough to do this independently and does not need supervision to ask for something like this from staff. Period.

The only reason I sent her down to ask for another copy was because another employee told us about the scavenger hunt they were doing the next day. The employee told us to stop by front desk to get the updated copy. As a family we were trying to plan our day and how to include it so I sent her down to retrieve it.

How could this be better or not happen in the future:

The front desk employee could have chosen to give my child the paper and kindly reminded them that to do the activities they must have an adult present.

They could also have the papers sitting out so they don’t have to interact with children or maybe put extras in the rooms, have them online, maybe send a text or an email with a link so parents can have it anytime they need it. Campsites do this, it’s a great thing to get involvement. Especially when they do a new activities that no one really knows about. Had the employee not told us, we would have not got to do it. They could really step up the game on this.

There were other small things that happened during our stay. Like- asking for a blanket and never getting one. The $50 early check in fee or a hard 4 pm check in. The side door being broken allowing anyone to get in for 2 days. The outside slide being shut down for 3 hours but 2 people being photographed is totally acceptable to be behind the locked gate while paying customers watched.

Again we been coming here for 10 years and have seen all the changes, good and bad. They really changed my opinion on coming here. I choose where I spend my money. What do they offer that stands out as a “go to place”? Usually for me it’s the customer service. I can look over most things, bad...

We loved this place. It's like a mini apartment for an amazing price. We've stayed other places, paid much more for a lot less room. Now before writing this review I did go through the pictures people posted here and it seems there are many different types & size rooms. My review is based off the room we stayed at in building 3 room 3210 second floor. My guess is each building is also different. We had a king size bed with bunk beds for the kids next to us (not in our room, bunk bed room doesn't have a door for privacy), a full bathroom with normal shower/tub, a mini kitchen w/dishwasher, fridge/freezer, stove & pots/pans, plates/bowls/cups & silverware. Washer/dryer, table to eat at that seats 6, a couch & chair 2 end tables and coffee table & large TV on TV stand with balcony that fits 2 chairs. We didn't like our bed tho. I know they can't cater to everyone's needs when it comes to mattresses since some like firm and some like soft but this mattress was beyond soft, beyond it's years. Being married, we sleep together in the middle and it was like the mattress swallowed us. That's how bad we sunk in. When a mattress is that bad, it's done it's time and needs to be replaced. Mattresses only last about 10 years. Now as far as the pools go, if it weren't for the chemicals used in these pools we wouldn't have used them. They are dirty & you can see it. Just bc chemicals are used doesn't mean they don't need to be cleaned, a good scrub down, every so often. You could just see the dirt sitting on the floor of ALL the indoor pools. They have an alligator float type thing chained in the center of the deep pool & you can see a thick line of dirt that goes around it where the water line is. The hot tub had a hair ball & price tag floating in it. It's also hot. We had to go in a little at a time so we could get used to it bc it was that hot. The jets aren't strong at all in the hot tub so don't get too excited about them. It's not sound proof either and if it weren't for the noise of the air conditioner we would have heard the people in the next room as if they we in our room. I'm not sure why people think it's okay to go to a hotel and be loud at normal hours that people would be asleep especially knowing that most hotels aren't sound proof. People need to be more considerate of others. Oh I'm also not a fan of the doors to the rooms but this isn't just a problem in this hotel, every hotel we've ever stayed at anywhere has this issue. Why do the doors have to slam shut? People don't need to hear doors shutting 5 rooms down. They should be shutting quietly. For the love of everything please make the doors not slam shut! Overall, we enjoyed our stay, there's so much to do for the kids here, so have a fee but not many. We would definitely stay here again and I do hope the pools look better than they did...

My family and I booked a 2 night stay here so my son could visit the indoor water park for his birthday. As someone who works in a corporate setting I understand the business side of charging extra fees here and there for profit but I feel charging $50.00 to check in early when there are several rooms ready is far fetched. Your check in time is 4:00 pm Friday (2 nights) check out by 10:00 am Sunday....So, you really are paying just for the nights.....First thing, we arrived at 11:40 am and paid the additional fee of $50.00 to check in. We get to our 4th floor room and our wrist bands did not work.....I called the front desk and we did get new working wrist bands but no one told us before we put the first set on that they were a one way snap so we had to cut off the old ones.....As a mom of a small child I did not feel comfortable putting another wrist band on my son who is 3....it seems like a hazard...What if his arm got caught on something and the band doesn't snap off?? They require the bands not only as a room key but also to identify guests.That was the 1st impression. The 2nd impression was the room......Not worth paying for early check-in. We paid $50.00 to check in early to a room that had not been cleaned in quite some time. The room had lots of dust, spills on furniture (could have been cleaning residue from a while ago), and tares on the carpet. Not only was the room not kept but the "Pool View" we paid for was under construction so there was no information given online when initially booking......it seems that needs to be clarified before continuing to advertise "Pool View" I'm all for growth of the hotel but give someone a heads up before they book a expecting "Pool View" Don't tell me about construction at check in.....The 2nd room was better by far, it even smelled like they just cleaned so I was really looking forward to the experience despite the 1st impressions. Yet again that night another bad impression was the black particals in the bath tub when I turned on the jets....I've dealt with maintenance in my complex so it could have been the hot/cold stems in the tub needing replacing but still...yuck...However before I make this sound like a total bad experience, despite the hotel itself my best impression was Rebecca. Rebecca was so sweet, and my son loved the popsicle cart at the indoor pool and was excited to see her at the Build a Buddy event. She had her hands full with all the people, but I felt her genuine smile and pleasantries made up for the initial lacking in the hotel. The indoor pool was great, the lifeguards were friendly, and my son was happy with his trip. I will say the hotel lost stars for the room and initial impressions, but I'm leaving a positive note for Rebecca and the staff...