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“Bad Service: Hotel & Restaurant” 1 of 5 stars
Review of Magnuson Hotel Great Smokies Inn

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Magnuson Hotel Great Smokies Inn
2.5 of 5 Hotel   |   1636 Acquoni Road, Cherokee, NC 28719   |  
Hotel amenities
Ranked #24 of 28 Hotels in Cherokee
Orlando, Florida
Senior Reviewer
6 reviews 6 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
“Bad Service: Hotel & Restaurant”
1 of 5 stars Reviewed October 23, 2011

Booked the stay on Expedia. Many problems and the hotel staff would not take ownership of the situation. They just started yelling at myself and wife and complaining that the problems were not their fault.

1. Myrtle's Table Restaurant: very long wait with no customers. Wait staff apparently not trained. They walked around a lot, but were not assigned tables. Kitchen staff slow. We were given our breakfast beverage 30 minutes after arriving. 45 minutes after arriving and still no food. Waitress started yelling at my wife that it was not her fault that the service was slow because it got busy. We pointed out that we arrived when there were only a few tables occupied. Seriously understaffed: 2 servers for 15 tables. Many people left (I counted 6 tables) after waiting 15 minutes with no service.

We gave up and went to a local pancake diner and got excellent service.

2. Room not cleaned during stay: towels on floor refolded and hung up and bed made up.

3. Main light switch not working.

4. Door to room was left open by housekeeping staff while we were out for a few hours. Still checking our personal inventory to see if anything was taken. Front desk staff checked door lock with an electronic device and figured it was the housekeeping staff that forgot to close and lock the room door.

5. Signs on the ice machines say "Ice buckets only. No coolers. No exceptions". Very unfriendly atmosphere all over the place.

We were promissed compensation by the front desk manager "Amy". The next morning we checked out and "Jamie" (front desk clerk) started yelling at us and said that only Expedia could give us any compensation. After 5 minutes of not getting through, we decided to leave. As we were leaving, another guest had similar complaints and said that he did not appreciate the way we were being treated by the hotel staff.

Bottom line: hotel staff was very unfriendly, uncooperative, and no apparent customer service skills. They treat paying guests as worthless civilians. There was no attempt at trying to settle with us or make us want to come back.

Next time: anything but this dump (can't call it a hotel).

  • Stayed October 2011, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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109 reviews from our community

Traveler rating
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    27
    29
    22
    17
See reviews for
28
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Rating summary
  • Location
    3.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (20)
Date | Rating
  • Danish first
  • English first
  • French first
  • Any
English first
Petersburg, Virginia
1 review
2 helpful votes 2 helpful votes
1 of 5 stars Reviewed August 24, 2011

We made reservations thru Cheap-o Stays. Canceled our reservations the same day but they charged me $ 109.81 after cheap-o hotels canceled the reservations. I am getting hold of my Charge Card Company and filing Fraud Charges against them as they will not return the fees charged to my card. We have talked to the hotel and got no satisfaction. If this is not a rip off I want to know what is.

Stayed August 2011, traveled with family
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Stephanie A, Public Relations Manager at Magnuson Hotel Great Smokies Inn, responded to this review, September 2, 2011
While we appreciate each and every guest response, we feel this guest was not ripped off by our hotel. The guest purchased their reservation through a 3rd party site and the hotel is bound by the policies of that 3rd party site. We are not able to cancel a reservation that was purchased elsewhere. All 3rd party sites such as expedia, travleosity ect, require that the guest pay them in advance for their reservation. If the guest needs to cancel the reservation, it must go through the same booking agent that they purchased the reservation from.
We are very sorry that the guest encountered this problem but the hotel was not to blame and should not be held accountable. I believe most all booking agents (3rd party sites) explain the cancellation policies on their sites. Please make sure you are aware of the cancellation policy any time you use a 3rd party site. If you are in doubt of your plans, it is best to book the reservation directly with the hotel where the cancellation policy is must more lenient.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Georgia
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed August 10, 2011

The room was very clean with a simple decor and wonderful beds. No complaint there. The location felt safe, which is important to me as a solo traveler. Check-in and check-out were VERY fast and efficient (I had a reservation) and the staff was friendly and professional.

However, the WiFi did not work in my room (which was in the back building) and I did not like the way this was handled. At first I was told to reboot my computer. We had 3 devices including an iPhone and none were able to connect. Rebooting didn't help. They eventually decided to reboot the router but it still did not work for me - error message still clearly indicated a problem with the DNS address. Later that night I went into the lobby to see if I can pick up WiFi there, and it worked, just not in my room. The clerk admitted that there used to be a problem with the WiFi in the back building but it had been resolved (uhm...really?) He said the building has its own router and they don't know how to reboot it, and since nobody else has complained, "sorry" was the only resolution I received. When I tried to connect an hour later - at that point it was 10:30 p.m. everything worked. I guess somebody else must have complained. It is sad that it requires more than one unhappy guest to fix a problem.

  • Stayed August 2011, traveled solo
    • 3 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Virginia Beach, Virginia
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
2 of 5 stars Reviewed August 9, 2011

i am staying here as i write this. Originally planned on two nights, but have already informed front desk that i will check out early. The room is dirty, found hair in the bed, floors need vacuuming. The TV picture is fuzzy and the commode will not quit running. Also, the walls are paper thin. You can here everything beside and above you. Then to top it off, when i checked in, i was charged $ 94.00 per night. A few minutes ago I was sitting in the lobby talking on my cell. While sitting there i listened to three separate customers come in and be quoted $ 79.00 per night. Never again.

  • Stayed August 2011, traveled on business
    • 1 of 5 stars Value
    • 1 of 5 stars Cleanliness
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hendersonville, North Carolina
Top Contributor
119 reviews 119 reviews
22 hotel reviews
Reviews in 54 cities Reviews in 54 cities
35 helpful votes 35 helpful votes
4 of 5 stars Reviewed June 27, 2011

Since changing from a Best Western, I found it to be cleaner, better mattresses, still accepting small pets and a very pleasant staff. I did miss the continental b'fast and a microwave, but this is the best location in Cherokee . Rates were very reasonable, for it to be June, but Cherokee is down in visitor numbers and there is quite a bit of competition.

  • Stayed June 2011, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fruita, Colorado
Top Contributor
185 reviews 185 reviews
47 hotel reviews
Reviews in 74 cities Reviews in 74 cities
173 helpful votes 173 helpful votes
4 of 5 stars Reviewed October 29, 2010

Last minute decision, called the hotel and found they had a good deal since they had lots of empty rooms. Used to be a Best Western so the sign is odd, missing top part. No elevator, had to carry luggage up the stairs. Not an updated room, but ok for one night's sleep. In a quiet area, but I did ask for a room away from the road since part of the building is very close to the busy street. No breakfast provided and the buffet at the attached restaurant looked a little limited for the price so we went to Peter's Pancakes for breakfast instead.

  • Stayed October 2010, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nancy, France
Senior Contributor
32 reviews 32 reviews
25 hotel reviews
Reviews in 25 cities Reviews in 25 cities
63 helpful votes 63 helpful votes
5 of 5 stars Reviewed August 30, 2010

Stayed there four nights (July 26 to 30) with my sister, it was the third time. We wouldn't want an other place to stay at when we come to this area. This hotel is perfectly located in a quiet section of Cherokee, it's like the end of a valley, with misty mountains all around. We love that view in the mornings ! Several nice little shops nearby, as well as some restaurants (very average food) and a bear zoo. You drive just a few minutes (very easy drive even at night time) and you are at the Harrah's casino. The nice surprise there is that they now have bars serving alcohol beverages ! That's certainly a "plus" for this lovely - and recently extended - casino.
The staff at the lobby was courteous and fast. No problem. Our room was located on the first floor, but no noises from the adjacent rooms or the room upstairs. We had a view on the little plaza with the shops, which was nice. We ate at the restaurant each morning, the buffet was pretty much the same every day but was very good, and the staff very friendly. A warm hello each morning, and they did remember we like to drink a lot of coffee so they were always there to fill up our mugs.
The room was clean and the beds pretty much comfortable. Last time we had stayed there, three years ago, some of our things had been stolen (a new sweater and a perfume) certainly during the time where the room-maid did clean our room. We had written a complain with the manager, that was at the end of our holidays. Back in France, we waited for a response but none came. We heard the manager was now a new one. We sent her a e-mail and got a very friendly response with a voucher (discount) to use on a future stay at a Best Western.
This summer, we have had none problem of this sort. So we're glad we had decided to trust this hotel again. Because it's such a friendly hotel in such a gorgeous area. We can't wait to be back !

  • Stayed July 2010
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Magnuson Hotel Great Smokies Inn

Address: 1636 Acquoni Road, Cherokee, NC 28719
Location: United States > North Carolina > Cherokee
Amenities:
Business Center with Internet Access Free Parking Pets Allowed ( Dog / Pet Friendly ) Wheelchair access
Hotel Style:
Ranked #24 of 28 Hotels in Cherokee
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Magnuson Hotel Great Smokies Inn 2.5*
Number of rooms: 151
Official Description (provided by the hotel):
Nestled in the heart of the Cherokee Indian Reservation the Magnuson Great Smokies Inn is less than half mile drive to the entrance Great Smoky Mountains National Park and the Blue Ridge Parkway,also less than 3 miles from Harrah's Cherokee Casino and many other attractions. Guests can also enjoy white water rafting and tubing in the area. Guests will enjoy free wireless internet, a outdoor pool, business center and pets are welcome with additional charges and restrictions. Spacious rooms with a choice of one king bed or two queen beds, in-room hairdryer, free local calls, iron and board and microwave and mini-fridges in select rooms. ... more   less 
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