7.8/10 Good! (1,002 reviews)
Joe, the manager at check in was without a doubt the deciding factor for future visits, which there will be nine. We waited close to 2 hours for our room which, initially wasn't cleaned yet. An hour later,still not cleaned. Ina checked us in and told us we would be in building 3. Riverside and view, fireplace, king bed, as per our reservation and paid in full at the time reserved. They ultimately gave our room away to another guest and decided to place us in a different building without a riverside or fireplace. I told Joe this wasn't acceptable. He chose to challenge me, raising his voice saying "Who told you that you were in building 3? That's not what it says here!" Ina was there and said she did. No apologies from him, poor PR, poor service recovery.
Close to 6 pm we got our room, which overall was ok. Definitely dated, no usable towel bars or hooks, sink smelled musty, hot and cold water control in shower us backwards. Hot side is cold water. Bed comfortable. We prefer the "old Gatlinburg" feel but even old Gatlinburg rooms had towel bars! Balcony and fireplace were pleasant, however, cigarette and cigar smoke was present intermittently and there was significant smoking on property. We asked housekeeping for towels, but, they never arrived. I was able to find an extra under the sink.
Overall I have no real issue with the room. Ina and Donna were extremely nice and accommodating. Joe however sealed the deal. We won't return.
Reviewed on Oct 29, 2026
