This is my second time at this property. Make no mistake, it is a beautiful hotel. Perfect location, well cared for, nice rooms (although the mattresses need replaced) and right next to the park. We had a fantastic week, great time in smoky mountains and Gatlinburg. Able to walk one block to downtown for great restaurants and shopping. My complaint is the staff, some were VERY friendly, but others, not so much. We had hiked all day in the mountains, returned to the room to shower before dinner. Had to use the same little bottle of shampoo from the morning. We were traveling with myself my wife and three children under ten. needless to say we used the bottle before my wife had a chance to shower. she ran down to ask for another bottle and was told, sorry, you can BUY one from the convenience store. I was appalled. The hotel is not a motel six, and at approx. 200 per night, I would think you would be able to give me an extra bottle of shampoo. luckily we had an extra in our overnight bag we found from a trip to a Hilton in California in june. I just felt that was really tacky. But my biggest complaint staff wise was at check in. the staff at the front desk was fine, but we gathered our luggage, got in the elevator with the five of us and our bags, and the back of the elevator opens. Two people from housekeeping jumped in with a giant bag of towels. Ok, fine, no big deal. The problem was the fight. The elevator doors opened on the second floor. another person from housekeeping was standing there, these ladies began yelling about rooms not being cleaned, THROWING towels at each other, cursing, etc. My children are ten nine and six. This was unacceptable. they kept this up for a few minutes. finally I had had enough and asked them to stop. They apologized and pushed the door closed. They then began cussing about the first girl and yelling about how they were done with this place and leaving. We exited and went to our room, and later found them discussing it in the hall as we went out to dinner. It was truly bizarre, and completely unprofessional, especially if this were my first impression of this hotel. So overall great property, great location, modern and clean. But really need to put some dollars into customer service TRAINING!
- Official Description (provided by the hotel):
- The Hilton Garden Inn Gatlinburg hotel in Tennessee is conveniently located on River Road less than 100 yards to the entrance of The Great Smoky Mountain National Park. Our hotel offers the natural attraction of the mountains and sounds of the nearby creeks. Come visit higher ground at our Hilton Garden Inn Gatlinburg. We are proud to be the very first hotel in the state of Tennessee to pursue our LEED (Leadership in Energy and Environmental Design) Certification, with many 'green' features including a chemical-free saltwater pool and hot tub, pervious hand-laid brick parking lot, in-room recycling and much more. Whether business, vacation, or weekend getaway brings you to Gatlinburg, Tennessee, our courteous hotel staff looks forward to welcoming you to our new home. ... more less
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- Also Known As:
- Hilton Garden Inn Gatlinburg Downtown Hotel Gatlinburg