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“Great customer service!”

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Park Vista - DoubleTree by Hilton Hotel - Gatlinburg
Ranked #12 of 78 Hotels in Gatlinburg
Michigan
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Great customer service!”
4 of 5 bubbles Reviewed August 1, 2014

This is the second time we have stayed at this hotel. Unlike some of the reviewers, we love the location up the hill away from the noise and congestion in Gatlinburg. Our room was spacious and had a beautiful vies of the mountains.

We had several problems with our stay - each issue could happen anywhere, but when you add them together it was quite irritating. The first problem was at check in when we were informed that our reserved room was not available due to the need to deep clean after the last guests left, so we had to take a smaller room instead. However, we were given a free dinner for our inconvenience. A few other problems came up, and each one was handled immediately and very professionally to our satisfaction. Overall, I was disappointed with the number of problems we had, but the customer service was outstanding!

What we liked: the location and view, the spacious room (we ended up in a room with 2 queen beds with plenty of room for an additional roll away bed), the cookies at check in, the pool area, the friendly staff, the food at the restaurant, and the trolley service into town.

What we didn't like: the elevators!

Overall it was a pleasant stay and we enjoyed our visit. We would not hesitate to come back again!

Room Tip: The mountain view from the fifth floor was spectacular!
See more room tips
  • Stayed July 2014, traveled with family
    • Value
    • Cleanliness
    • Service
Helpful?
Thank Sue S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMParkvista, General Manager at Park Vista - DoubleTree by Hilton Hotel - Gatlinburg, responded to this review, August 6, 2014
Dear SueS;
Thank you so much for staying with us and I am glad you enjoyed your stay. I do apologize that your room type was not available for you. There are times unfortunately that we have to take rooms out of service for deep cleaning. Thank you again,
Travel Safely
Jackelyn Schafer
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,103 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (625)
Date | Rating
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English first
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
2 of 5 bubbles Reviewed August 1, 2014

We didn't receive the amenities we asked for and got 3 days of breakfast vouchers whee we should have gotten then the other 4 days. They don't try to accommodate you they will ask u if u want to leave

  • Stayed July 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
3 Thank shawnc145
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMParkvista, General Manager at Park Vista - DoubleTree by Hilton Hotel - Gatlinburg, responded to this review, August 6, 2014
Dear Shawnc145;
Thank you for staying with us. I apologize that we did not meet your expectations. It sounds like your reservation was not a package that included breakfast and the agents were trying to make it right for you. We often have many different packages available, some include breakfast and some include other amenities or attraction tickets.
If we might assist you in the future with any questions you may have or concerns please feel free to contact us on the property level, we would be happy to answer any questions you may have.
Travel safely
Jackelyn Schafer
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Savannah, Georgia
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed August 1, 2014

This is a Hilton hotel so I expected much more. When I got to the room there was a used band-aid wadded up on the nightstand, a used washcloth on the counter near the sink and someone had noticeably been lying on one of the pillows on the bed. The front desk could have cared less. Not even an apology. They did offer to send housekeeping up to take care of it. The towels were also not the big, soft, fluffy towels like the quality you would normally find in a nice hotel. The indoor pool was smaller than the picture and wreaked of too much chlorine and the food in the restaurant was mediocre and overpriced. The pros: the beds were very comfortable; the bartender’s at the Firefly lounge were awesome; and the view from the room was amazing. (It would have been really nice if the balcony wasn’t so narrow and tall so you could sit in a chair and enjoy the scenery.) Wasn’t impressed for the price. Probably won’t stay there again.

  • Stayed July 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
1 Thank Logan B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMParkvista, General Manager at Park Vista - DoubleTree by Hilton Hotel - Gatlinburg, responded to this review, August 6, 2014
Dear Logan B;
Thank you for staying with us, I apologize that we did not meet your expectations. I hope you will give us another opportunity to make it right for you when you return to this area.
Travel Safely
Jackelyn Schafer
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Peninsula, Ohio
Level Contributor
17 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
4 of 5 bubbles Reviewed August 1, 2014

My friend and I stayed at this hotel for 4 nights in July 2014. We found the accommodations to be clean and comfortable. Our 2 queen bed room had lots of extra space in it to really spread out. Housekeeping did a great job tidying the room everyday. We ate breakfast at the $12 buffet downstairs one day and it had lots of variety. There is ample parking at this hotel (although looked filled to the brim around 1:00 am). Room included a mini-fridge. Microwave was available on our floor but not in our room. Not very realistic to expect to be able to walk to the main road through town from this hotel, but the 0.50 trolley ride works out great! Hotel staff were friendly and efficient. Quick and easy drive to the entrance to the National Park. The furnishings in our room were up to snuff, but the lower level of this hotel and the hallways could use a nice face lift. All the rooms have a balcony and the view really is spectacular. I would definitely stay here again!

  • Stayed July 2014, traveled with friends
    • Value
    • Location
    • Service
Helpful?
Thank Jennifer C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMParkvista, General Manager at Park Vista - DoubleTree by Hilton Hotel - Gatlinburg, responded to this review, August 6, 2014
Dear Jennifer C;

Thank you so much for staying with us and for sharing your experience. The views and the trolly service are a big hit with many of our guests.
Travel safely and please return again soon.
Jackelyn Schafer
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ellsworth
1 review
4 of 5 bubbles Reviewed August 1, 2014

Accommodations were great .Perfect place to refresh and regroup after hiking Acadia.Location is removed from the downtown hubbub but easily accessed by the shuttle. Restar unt on site made for a very restful evening.

  • Stayed July 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank John S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMParkvista, General Manager at Park Vista - DoubleTree by Hilton Hotel - Gatlinburg, responded to this review, August 6, 2014
Dear Adam W;
Thank you for staying with us. I apologize for the inconvenience you had with your inroom air unit. We have recently purchased many new units and are inthe process of replacing them throughout the building. The Gatlinburg trolly services our guests right at the front door making your visit to the attractions in town more convenient.
Travel safely and hope you will stay with us again when you are in East TN.
Jackelyn Schafer
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Nashville, Tennessee
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
3 of 5 bubbles Reviewed July 31, 2014

My wife and I stayed at the Park Vista mainly because I had won a gift certificate for a one night stay at work. We ended up paying for an additional night. This hotel is nothing special. It is expensive ($180 a night) for what you get. Check in was easy and convenient and only took a moment. The free cookies were delicious. Our main issue was with the air conditioning in the room. The room was very humid and moist. The air conditioner would turn on and off every 7-8 minutes with a loud bang and humming noise. The decor in the room is nothing spectacular and the hotel itself has a feel of a large convention hotel. It is located at the top of a large hill which makes it difficult if not impossible to walk anywhere. There are probably many other places that are better for the same money.

  • Stayed July 2014, traveled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
1 Thank Adam W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tonya D, Manager at Park Vista - DoubleTree by Hilton Hotel - Gatlinburg, responded to this review, August 2, 2014
Thank you for your review! I am happy to read that you enjoyed our cookies! I understand from your review that you had some inconveniences with the A/C unit in your room. I thank you for bringing this to my attention and I can assure you that I have contacted our maintenance crew to look into this issue. Our main priority is for our guest to have an exceptional stay with us and we will do everything we need to do to ensure that these issues are corrected. I am always looking for reviews to provide insight into our guest experience and I will keep your review in mind. Thank you again for your feedback and I invite you back to stay with us the next time your travels bring you to the area.

Sincerely,

Tonya
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Granger, Indiana
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
2 of 5 bubbles Reviewed July 30, 2014

The hotel was in great location and my family was very excited to take advantage of our short weekend together. We tried to check in at 3:30 and was told our room was not ready 1506. My parents were staying in room 1505 and asked they call that room when ready. Being right next door to our room I was checking the status and at no time did anyone clean the room until I was finally able to check in at 5:30. I checked with the front desk several times and received no update. We then went to dinner at the hotel restaurant. The service was incredibly slow and check was not accurate, but that point I was so upset, I paid the bill and left! I have stayed in Hilton hotels in the past and because of such service have switched to Marriott. I was hoping to have a much better experience.

  • Stayed July 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
3 Thank Fun2plus4makes6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tonya D, Manager at Park Vista - DoubleTree by Hilton Hotel - Gatlinburg, responded to this review, August 2, 2014
Please accept our sincere apologies for the disappointing service during your recent stay with us. We know our guests deserve the best and we will use your comments as we continually evolve to best meet and exceed our guests' expectations. We have shared your comments with our team and assure you appropriate steps have been made to correct the issues you encountered with service and hospitality. Should you return to our area in the future, we would love to have you back so we may better demonstrate the complete quality stay you expect and deserve. If we may be of any additional assistance or if you would like to discuss your stay further, please feel free to contact our offices directly.

Sincerely,

Tonya
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Park Vista - DoubleTree by Hilton Hotel - Gatlinburg

Property: Park Vista - DoubleTree by Hilton Hotel - Gatlinburg
Address: 705 Cherokee Orchard Rd, Gatlinburg, TN 37738-3613
Phone Number:
Location: United States > Tennessee > Sevier County > Gatlinburg
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Top resorts Hotel in Gatlinburg
#2 Business Hotel in Gatlinburg
#14 Romantic Hotel in Gatlinburg
#20 Family Hotel in Gatlinburg
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Park Vista - DoubleTree by Hilton Hotel - Gatlinburg 3*
Number of rooms: 312
Official Description (provided by the hotel):
The Park Vista a DoubleTree by Hilton Gatlinburg hotel is known for its spectacular views and exquisite service. Overlooking the beautiful Smoky Mountains National Park and the quaint city of Gatlinburg, each guestroom has its own private balcony with amazing views. Conveniently located on the City’s Trolley Route, The Park Vista is only minutes from the many restaurants, shops and attractions that downtown Gatlinburg has to offer. And if your adventures include a visit to Dollywood Theme Park or a day of Outlet Shopping we are only minutes away! All guestrooms include a 42” flat screen television, refrigerator and wireless high-speed internet access. Other hotel amenities include:• In-room Dining• Business Center • Complimentary Wireless HISA in public areas• Spectacular Indoor Pool / Water Park• Outdoor Playground & Arcade• State-of-the-art Fitness CenterEnjoy your favorite beverages and appetizers, expertly created and served in our own Firefly’s Patio Lounge. Or relax and enjoy an enticing menu of freshly prepared Southern-inspired selections at The Vista Grill, serving breakfast, lunch and dinner daily. With just over 25,000 square feet of flexible meeting and banquet space as well as an executive boardroom, our professional catering and convention services team will insure a flawless and memorable experience for your next sales meeting, seminar, luncheon or social event. Whether your next visit to Gatlinburg involves a meeting, leisure or both, our friendly staff will always welcome you to The Park Vista a DoubleTree by Hilton with our signature, warm DoubleTree chocolate chip cookie and true southern hospitality. ... more   less 
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Also Known As:
Park Vista Resort
Park Vista Motel Gatlinburg Tn
Park Vista Gatlinburg
Park Vista Hotel Tenn

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