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Westgate Smoky Mountain Resort & Spa
Ranked #26 of 78 Hotels in Gatlinburg
Zanesville, Ohio
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Satisfied”
Reviewed December 31, 2013

Let me just start this review by saying to everyone else, Westgate is a timeshare place. If you don't like timeshares or you don't want people trying to sell you a timeshare, then don't stay at a timeshare place. That's common sense knowledge. There are hundreds of hotels/motels/cabin rentals/etc. in the area to choose from. Westgate is a timeshare.

My husband and I are owners with Westgate. We bought at the Westgate Smoky Mountain resort location. We have owned since 2007. We really enjoy it. We feel that it's worth the money. We pay our maintenance and tax fee (which is due every odd year since we bought a bi-annual unit) and we feel that it's a great deal. We would pay double, if not more, for a week's stay in a hotel or cabin in the area. Most hotel rooms are just that, hotel rooms. Our unit has a fully equipped kitchen with dishes and pots/pans, etc. and is very nice. We bought a 1 bedroom deluxe. So it has a king bed, 2 full baths, sleeper sofa, nice kitchen, dining room and balcony. We are very happy with the purchase and have used it every odd year that we are able to.

The Smoky Mountain resort is in a beautiful location. I feel like I'm in a cabin in the mountains. We always get placed in the same general area, which is quiet and away from the hustle and bustle of the lodge/check in area. I like this. If we ever were to get a unit closer to the lodge, I don't think I would like it as much. The resort is well maintained. We have never had any issues or problems with the unit. The grounds are always clean and the staff is always courteous. It is gated, which is nice because you know only the people who are supposed to be there are there. We really enjoy this location. We have exchanged for other Westgate locations, and they were ok. But the mountains are what we enjoy.

There are a few things about timeshare owning I do not like. For example, there are sometimes little hoops to jump through or things that cannot be changed. We wanted to book our entire week in Dec. The reservation specialist who booked us split our week which meant we only got to stay 4 days, and the other 3 days were forfeited, since it was the end of Dec and we couldn't use them within the rest of the year. Westgate (the company) said they couldn't do anything for us. That made me mad. But it wasn't the Smoky Mountain front desk that did that, it was the company in general. And even when you're an owner, there are still charges that I think are ridiculous. Owners have to pay to split their week (4 days at one stay/location, 3 days at another stay/location), pay to stay at another Westgate resort location other than their home at which they purchased, etc. But I digress, this review is on the Smoky Mountain location.

I have always enjoyed my stay at the Westgate Smoky Mountain resort. It's beautiful, the location is wonderful, our room is always super nice/clean/what we expect, our bed was extremely comfortable (I wanted to take it home with me!!), the staff is always friendly, and I always want to stay longer. We always invite friends to join us and they love the place as well when they come and visit. We will definitely keep returning.

Miranda Ketcham
Zanesville, OH

Room Tip: The higher floors have better views and vaulted ceilings (I have never had one, but I'm hoping t...
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  • Stayed December 2013, traveled as a couple
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    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Miranda K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestgateGuestRels, Guest Relations Manager at Westgate Smoky Mountain Resort & Spa, responded to this review, January 7, 2014
Thank you for writing this review and thank you for being a Westgate Smoky Mountain owner. Thank you for your kind description of this resort. We apologize if you had issued with booking your reservation. Please feel free to contact the reservation department to further discuss your concerns. It is always a pleasure having you. We look forward to your next visit.

Josie
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English first
Raleigh, North Carolina
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed December 30, 2013

We exchanged a week with Interval International for this "premium" resort in the Great Smoky Mountains. The location was beautiful, as expected, but the resort struggled to earn even an average rating in our book. We may be spoiled with our Marriott stays, but this wasn't even close. We’ve broken our review into sections to make for easier reading.

Check-in: Expect a "concierge" to (eventually) show up to take you to your cabin. In our case, we arrived on a Friday evening and our cabin was a short drive up steep mountain roads to a building with at least 6-units. She wanted to give us a grand tour but it was late and we were tired. Ultimately she offered us 7 discounted 3-day waterpark passes (our cost was $60) plus free Wi-Fi if we agreed to sit through a 90-minute (in practice 2-hr+) timeshare presentation.

Timeshare presentation: Our concierge said she could do our presentation as a "soft sale" so as to shield us from their more aggressive sales people. Yeah, sure. The offering was as expected, but the timeshare offer price was 4x what we paid at Marriott for the same sized unit. 4x! It was worth sitting through the pitch, offer, and last-ditch (check out our available foreclosures!) offers for the discounted waterpark passes and Wi-Fi, or at least we thought it was at the time. As part of our timeshare presentation, we were also invited to a complimentary BBQ on the day after Christmas at the on-site restaurant and thought that might be a nice break from eating/paying for a meal offsite. When we arrived however, the line was out the door and had at least an hour wait. We went out to eat after all. Another disappointment.

Rooms: Our first night was pretty telling as to how the rest of the stay would be. We were on the first floor and there was a family with a couple of small children on the second floor. We heard every foot-fall, every creak, every TV show. Some nights we came close to calling security when banging on the ceiling didn't work, but never got that far. There is essentially no sound insulation between the units and that was a huge negative for us every single night. We vacation for solace, peace and quiet. There was none. Demand a room on a top floor. We’d read earlier reviews with similar complaints and came ready with ear plugs, but they didn’t help at all – it was that bad. This is a known problem with the Westgate, both to other reviewers and to staff, but we didn’t think it would be as bad as it was.

We were expecting a 2-bedroom unit, but got two 1-bedroom units (a deluxe and a lock-off unit) connected by a common foyer. The laundry was in the foyer and, despite the layout, we were pleasantly surprised that we actually had plenty of room for everyone (there are seven in our family). Being able to stash the teenagers in their own room was actually kind of nice, but still, not what we were expecting, nor what was promised. Not sure if they actually have any true 2-BR units. The pull-out queen sofa-beds are medium quality, which was fine for the kids.

On the first full day, we noticed a wet spot in the lock-off unit, right outside the locked door containing the water heater. We called engineering and they came out fairly quickly. They suggested the maid may have spilled some water and told us to put some towels down. We did. They quickly soaked through and we called engineering back the following day. The second crew said essentially the same thing as the first guys. On the third day, and after we’d gone through over a dozen towels, and while attending our timeshare presentation, we mentioned the wet spot to our concierge. To her credit, she sent 4 guys over to check it out. No one had a key to the water heater closet door, so they had to remove the hinges – 20 minutes to get the door open. They found the water heater leaking, the drain pan full and discovered no drain pipe had been installed. Surprise! As the whole unit was beginning to smell like mildew, they suggested they might move us to a new unit, but just the 1-BR lockoff, not both units. As this would have meant breaking up our family, packing everything up, etc., we respectfully declined and suggested they replace the water heater instead. As it was two days before Christmas, and they didn't have a water heater on-hand, they said they would replace it when we left. In the meantime, they ordered us more towels. Lovely. They were supposed to come back each day at 1 PM to shop-vac the water, but only came back twice over the remaining four days.

Parking: Parking is free, but park before sundown or you won't likely find anything near your building. The Westgate does not have enough parking.

Wi-Fi: Wi-Fi is $10 per device, per day unless you're an owner or sit through a timeshare meeting. It isn't worth it. It's slow and has poor coverage. You're allowed to connect one device at a time. Try telling that to 3 teenagers with smart phones, dad with a laptop and mom with an iPad. Not worth it. We had over 8 charges on our folio which had to be removed, one at a time, at check-out. Took roughly 4 minutes per charge (yes, I timed it).

Televisions: Each room had a flat-screen LCD TV, but most had tangles of wires showing and were small for the rooms they serviced. Service was DirecTV, and there was no on-screen guide. Many of the channels simply didn’t work. This is more of a nit of course, but hey, at their rates you would expect more. Don’t ask about the toaster/burner.

Waterpark: Free for owners or discounted if you sit through the timeshare meeting. They advertise it as the Largest Indoor Water Park in the South. Guess what? It isn't. The Westgate park has 60,000 sf of space with a lazy river, two tube slides and a large-ish pool/play area. While we enjoyed what it had to offer for a couple of days, it's certainly not the largest, or best, in the area. We met some folks at Wonderworks who told us about the waterpark at Wyndham’s Great Smokies Lodge in Sevierville (a short 20-minute drive), and we spent the last two days playing over there. 80,000 sf. It was worth the admission. The Wyndham park has a wave pool (with seriously huge waves), a surfing pool, 4 tube slides, a huge pool/play area, an indoor/outdoor pool, a ginormous hot tub and abuts an arcade with an elevated ropes course. Oh, and the Wyndham itself is very nice as well.

The area: Our impressions of Gatlinburg and the surrounding area are mostly positive. We normally vacation in Myrtle Beach, SC and this was the mountain version of that town. Same attractions (Wonderworks, Dixie Stampede, Magiquest, etc.) but in a very different, and beautiful, setting. Gatlinburg has virtually no free parking. Bring cash, as the parking garages don’t take credit cards, and have a good time. If you don’t want to drive, consider a trolley at $.50 per ride, per person. Pigeon Forge is about the same distance from the resort and offers just as much, if not more. Sevierville is on just the other side of Pigeon Forge and offers the Wyndham. All three towns offer tons of restaurants, attractions and entertainment. We never made it to Dollywood, but really, we didn’t mind missing it.

So, the Westgate Smoky Mountain Resort failed to impress. While the staff were friendly, the value was sub-par. Lots of extra charges for things which should have been included – and when nickel and diming, expect to pay dimes (or dollars), not nickels. While the kids enjoyed a white Christmas Eve, we won’t be returning to Westgate. If we do come back to the area, we’ll likely give the Wyndham a try.

Room Tip: Demand a top floor if you can get one. If you cannot, ear plugs won't help you. Maybe noise canc...
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank 4StarDad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestgateGuestRels, Guest Relations Manager at Westgate Smoky Mountain Resort & Spa, responded to this review, January 7, 2014
Thank you for sharing your feedback. This always helps us to improve the customer service experience. We are thrilled to hear that our staff was able to assist you during your stay. We always look forward to providing our owners and guests with a memorable vacation. We're sorry to read that your overall stay was not satisfactory, we are always looking to improve and your feedback is of great help. We hope you give us another opportunity to exceed your expectations.

Josie
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Greenwood, Indiana
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed December 30, 2013 via mobile

Rooms are old and poorly maintained. Almost slipped in bathtub twice- deep tub and no safety handlebars!

Smells bad; fireplace wreaks of gas when you turn on even after half an hour . so we had to turn it off because the whole room smelled one gas .

Beds are awful! My back was killing me after first nite!

Walls are very thin- you can hear neighbor sneeze like he's right next to you!

We ran out of hot water after just 15 min of use!!!!!! We had to wait half an hr for hot water to return.

Water park tix are extra charge - in fact there are extra fees for everything even Wifi!!!

And worse of all managers do not care at all when you bring up an issue or concern !!!

Don't waste your money here!!!!

Stayed December 2013
Helpful?
7 Thank Joyag2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestgateGuestRels, Guest Relations Manager at Westgate Smoky Mountain Resort & Spa, responded to this review, January 7, 2014
Thank you for your feedback. We are sorry to read that your stay was not as satisfactory as you expected. We are always looking to improve and your feedback is of great help, we hope that you give us another opportunity to exceed your expectations in the future. Josie
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
25 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed December 29, 2013

My family stayed two nights in a One-Bedroom Deluxe King Bed Villa the first weekend in December. The resort was beautifully decorated for Christmas and felt welcoming. Check-in was reasonably quick. We followed a security guard to our room. He let us in, showed us around, and made sure everything worked properly. He made a comment about it being a good thing we were on the top floor so we wouldn’t have a problem with noise. We later found out about the “noise problem”. Our first night we had a different security guard come to our room twice due to a noise complaint. We were told that there is very little insulation between floors/rooms and running the dish washer, or dryer, or jacuzzi tub is really loud to those in units below and beside us. Basically, your room has nice amenities but don’t use them because of the noise they may cause. The second night, a security guard woke us up because they had another noise complaint about our room. It was very annoying to say the least.
Overall, we were very happy with our stay. The villa was exactly as described on the website and very clean. Our bed was comfortable, the fire place worked, lots of space, plus the kitchen was furnished with eating utensils, pots, pans & dishes. We also had plenty of trash bags, paper towels, and other supplies. My only complaint with the room is it was located on the front side of the cabin and did not a view like the pictures online indicate.
On black Friday I scored at sweet deal for our stay and only paid $60 (plus taxes and a few crazy fees like housekeeping, etc.) per night. I considered it an amazing deal and money well spent even with the noise complaints. However, there is no way we’d stay here and pay full price. My kids would have loved to visit the indoor waterpark but it is very pricey and not included in your stay.
Also, the resort has a Gatlinburg Trolley stop that was an extra bonus. On the night of the Gatlinburg Christmas Parade we hopped the trolley at the resort (.50 per person) and it took us straight into Gatlinburg. It was so nice not to have to worry about parking.

Room Tip: Ask for a room with a view and on a higher floor (for less noise).
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank SuperMomxfour
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestgateGuestRels, Guest Relations Manager at Westgate Smoky Mountain Resort & Spa, responded to this review, January 7, 2014
Thank you for your feedback about your stay here at the Westgate Smoky Mountain Resort. Guest feedback is vital, so that we can provide the best service we can. We strive to make your vacation a memorable one. Please know that although you had some challenges during your stay, we are always looking to make our guests stay better. Please revisit us in the future to see how we are working hard to exceed your expectations.

Josie
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Memphis, Tennessee
Level Contributor
27 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed December 29, 2013

Loved this resort! Room had bedroom, bathroom, kitchen, balcony, dining area, and living area. Decorated to fit in with the mountains. Fireplace was lovely. They provided all we needed for cooking. Staff and concierge were friendly and helpful. Would definitely stay here again.

  • Stayed December 2013, traveled with family
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank teresa w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestgateGuestRels, Guest Relations Manager at Westgate Smoky Mountain Resort & Spa, responded to this review, January 7, 2014
Thank you for your very kind description. We are so happy that you were able to enjoy your overall stay. It’s great that you appreciated your room amenities, beautiful mountain views and friendly staff. We look forward to your next visit.

Josie
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed December 27, 2013

My husband and I just got married on 12/21/13, just prior to Christmas, and we decided to spend our honeymoon, and Christmas, in Gatlinburg. We came across Westgate here on TripAdvisor, and it was actually rated fairly highly for 'romantic' places to stay in Gatlinburg. This could not be farther from the truth! The location is just north of Gatlinburg, far enough to require a drive or shuttle to get you back into town. We arrived late Monday night, after driving through the mountains in the dark, where it began to snow and was extremely foggy. We were tired and just wanted to get settled in a nice, cozy room and start our honeymoon.

I'm sure we paid a premium for a stay during Christmas week, but from the pictures on the website, Westgate looked gorgeous and 'log-cabiny' which was what we were looking for. Something comfortable, yet with rustic beauty. We ended up booking the studio room for just over $160 per night. High, yes, but if it was as pretty in person, it would be worth it. As you drive in, the place was decorated very nicely for the holidays. We came in at night and the lights were cool. We got up to the check-in area, and we got all checked in, and instead of them just handing you a key and telling you where the room is, they have a guy in a golf cart take you to the room. Now we followed him in the car to our building, and took our own luggage up. The building was right across the street from the check in lodge. He showed us to our room, and it was a TINY cigar box room....for again, $160+ per night. I've had bigger rooms at a Red Roof Inn for way less than 1/2 the price of this place. It was so small my husband and I could not pass by each other without bumping into each other. And as soon as we stepped in, we were hit in the face with a very strong bleach odor. Now I want my room to be clean, but I don't know what they were cleaning up in the room, to have to leave that kind of bleach odor behind. We actually had to open the windows in the freezing temps that night to try to get some of that odor out of the room.

As for their famous indoor water park, well it looks nice, but you'll pay an extra $18.95 per person fee to use it, it's not included with your room rate. The Spa also looked nice, but the prices for those services were not even listed on our room brochure. So that tells me they are not cheap.

The beds also were cheap, springy mattresses, not comfortable to us at all. We woke up the next morning, and upon finding checkout was at 10 am, quite early, we made a quick decision to pack up all our things which we had put away the night before, and check out early from Westgate and move over to one of the Hilton's right in downtown Gatlinburg instead. When we rushed down the next morning to check out, we were told our total for the one night--from 9 pm to 9 am, would be $196.41. Really? For a 12-hour stay, most of which was sleeping? Then, we were also told they could not correct the charge to my credit card immediately. It would take 7-10 days for the amount on my credit card to be credited the 3 days for which we did not stay. I really don't understand that, when I can buy an item at say, Walmart, decide I don't want it, and return it and have the amount credited back to my account immediately. So, 4 days later, we are home from our honeymoon, and the nearly $800 charge is still showing on my credit card.

I will never attempt to stay here again, nor will I recommend it to any of my friends or co-workers.

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank Hilary H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestgateGuestRels, Guest Relations Manager at Westgate Smoky Mountain Resort & Spa, responded to this review, December 30, 2013
We're sorry that you were not able to enjoy all the positive qualities of our resort that our many other satisfied guests see. The rate during Christmas will usually be higher than other times due to a variety of factors that are present at other resorts as well. We are not located in downtown Gatlinburg and guests will need to take the trolley or a car for the short ride into town. However, most of our guests like being close, but not too close, to town. We are in the mountains, with all the beautiful vistas and assorted hiking trails and wildlife. Regarding the size of our units, we not only rent studios, but also offer more spacious and grandiose accommodations with fully equipped kitchens, living and dining areas, fireplaces and large decks or patios up to 5 bedrooms large. Our waterpark, the largest indoor waterpark in the whole southeast, is an available amenity quite like our restaurant or spa. It is there for your convenience but, due to certain costs, we need to charge for it. However, we offer great multi-day deals for 3 and 5 days. Regarding your room charge, we needed to charge you one night's rate due you staying for one night. Refunds are gladly processed immediately. However, it depends on each guest's banking institution how fast they want to process it. Thank you again for your review.

Sincerely,
David
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sevierville, Tennessee
Level Contributor
114 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 138 helpful votes
Reviewed December 27, 2013

We've stayed at several places here in the Smokies, especially in and around Gatlinburg, and this Westgate Resort is by far the BEST! Location, location, location -- you're two minutes from downtown Gatlinburg, yet you're tucked away in the mountains -- the resort itself is easily accessible, the roads are too steep like at some of the other places around here -- you're not fighting with your car door, trying to get out because you're parked on a steep incline... The people are AWESOME, from the gate people -- which by the way, this place IS gated and secure vs. others around here that aren't -- to the Bell people, the Check-in people, EVERYONE is so nice. The Indoor Waterpark is a great addition -- we swam during the snow storm. Sure, it's not the "Wilderness" in Sevierville, but then again, THAT resort doesn't even come CLOSE to this one -- they're not even in the same league. This Westgate Resort is a five star resort by comparison, leagues above the others! The cabin itself was cozy, great fireplace, the furniture was nice, it was all well-appointed, marble countertops, etc., stocked with dishes and supplies. We had the model with the balcony overlooking the stream, it was very pretty, we could hear the water running. The bedroom and living room both opened out on to the balcony and we enjoyed some time out there -- even though there's a bunch of cabins, we weren't bothered by others who were also out. The internet connection was good, we were able to connect multiple devices, at no additional charge -- unlike other places that charge for more than one, which sucks when you have a whole family of people with devices!

A very classy place. They have various levels and cabin sizes, so I'm sure there's something for every budget. It will cost you a bit more than a hotel in town, but there's a big difference -- here, you really ARE in the mountains -- you get that real cabin feeling!

Loved it, and can't wait to go back!!

Room Tip: If they ask you to do the tour, DO IT. They'll take you to the top of the mountain and buy you l...
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Mediarazzi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestgateGuestRels, Guest Relations Manager at Westgate Smoky Mountain Resort & Spa, responded to this review, December 30, 2013
Thank you for the five star review! You are correct, we are in an ideal location, nestled in the beautiful Smoky Mountains, yet still close to everything. We're pleased that our staff provided you with excellent customer service. It would be our pleasure to have you back again!

Sincerely,
David
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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 Westgate Smoky Mountain Resort & Spa

Property: Westgate Smoky Mountain Resort & Spa
Address: 915 Westgate Resort Rd., Gatlinburg, TN 37738-5155
Location: United States > Tennessee > Sevier County > Gatlinburg
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Top resorts Hotel in Gatlinburg
#19 Romantic Hotel in Gatlinburg
#22 Family Hotel in Gatlinburg
Price Range (Based on Average Rates): $
Hotel Class:3.5 star — Westgate Smoky Mountain Resort & Spa 3.5*
Number of rooms: 938
Official Description (provided by the hotel):
A Prime Location in the Beautiful Great Smoky Mountains Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, offers guests all the comforts of a fully furnished home, all within minutes of Great Smoky Mountains National Park - the most-visited national park in the United States - as well as Dollywood theme park and bustling downtown Gatlinburg. With easy access to a multitude of outdoor recreational opportunities and a variety of onsite amenities, including an amazing indoor/outdoor water park, your dream vacation is waiting at Westgate Smoky Mountain Resort & Spa! ... more   less 
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Also Known As:
Westgate Smoky Mountain Hotel Gatlinburg
Westgate Smoky Mountain Resort
Westgate Smoky Mountain Gatlinburg
Westgate Resort Gatlinburg
Westgate Resort Tennessee
Westgate Tennessee
Westgate Smokey Mountain Resort
Gatlinburg Westgate

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