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“Friendly Staff, Fun for the Kids”

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Westgate Smoky Mountain Resort & Spa
Ranked #27 of 78 Hotels in Gatlinburg
Atlanta, Georgia, United States
Level 2 Contributor
8 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Friendly Staff, Fun for the Kids”
Reviewed April 10, 2014

Kids loved the pools, arcade, and resort feel. Cabins were neat and the beds were very comfortable with nice linens. It was nice to have a kitchen for quick meals without dining out every time too. The indoor water park was not overcrowded and lots to do all day. What stood out most was how friendly and helpful the resort staff was. From checkin to checkout. Great service and super friendly, family friendly people. Food could have been better at the pool.

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank ElishaBMomof3
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, April 22, 2014
Thank you for letting us know about your family trip. We are so thrilled that you were able to take advantage of our Great Wild Bear Falls Waterpark and prepare quick meals in our fully equipped kitchen. We love that you had a great time, and that our friendly professional staff had an opportunity to enhance your overall stay experience. All of this feedback will be relayed to the appropriate department. I hope you had a wonderful time and we certainly look forward to seeing you again.

Ariel
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English first
Indianapolis, Indiana
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed April 10, 2014

The property was beautiful, and very well maintained. We had a really wonderful time, sharing this experience as a family, as our son had never been to the mountains. I say "in spite of" because we had to overcome a few unpleasant things.
Upon arriving, our until was very clean, and well appointed, though the bedroom reeked of something I can only describe as "cat pee". I'm not sure what it was, but it was gross, and was that way through the duration of our stay.
The bed was like sleeping on a concrete slab. A memory foam topper would do wonders.
When taking the tour, we kept our 7 year old with us because he has autism, and doesn't do well in unfamiliar places without us. He did AMAZING, and sat through the 70 minute member club presentation with no interruptions. Once we set out on the tour, we asked our guide to please skip the water park, as we didn't have it in our budget, and that we didn't want our son to see something that he wasn't going to be able to do. Our guide said he could get us some discounted (maybe even free) tickets, and we agreed to make that part of our tour, but once we confirmed that we were not going to be buying a membership at the time, he hightailed it out of there, and we did not receive the discounted tickets. Our son was VERY disappointed, and continued to obsess about it for the rest of our stay. Really uncool way to treat the family of a child with disabilities. All he wanted to do was swim. But we didn't think we could, because the pool right by our unit was closed for maintenance, and our guide didn't think to tell us that there was ANOTHER pool at the top of the property that was open. And since we never received a property map, we didn't find out about the pool until our last day there. Such a disappointment.
Now on to the restaurant. I have been in food service for almost 20 years, and own a company that supplies bars and restaurants in 19 states. I cannot remember the last time we had a worse dining experience. The restaurant was very slow, but it took over 15 minutes to be greeted. Another 10 minutes to get drinks, 45 minutes to get our food. After the food was dropped, the server immediately brought our check, and we never saw her again. We were wanting to order dessert, and a couple more drinks, but were never given the opportunity. Our orders were completely wrong, and the food was very greasy.
When I brought this up to the manager, he told me that the restaurant was supposed to be closed (why on earth would the only restaurant in a full service resort be closed), and that because of this he was severely understaffed. That was it. No apologies, no offer of different menu items, and absolutely no discount. For someone who has spent their entire life working in restaurants, this was inexcusable, and disappointing.

HOWEVER, like I said, the property is immaculate, the scenery is beautiful, and we very much enjoyed our stay in spite of a few easily fixable road bumps. We would definitely go back, if invited.

Room Tip: There are no elevators in the three story units, so ask for a ground floor unit if bringing in a lot...
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  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Erin E
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, April 23, 2014
We always love hearing back from our guests. It is of deepest regret to learn that your recent stay with us was anything less than exceptional. We wanted to extend our sincerest apologies. We will be looking into these concerns in hopes of making all guest and owners stay more enjoyable. Please revisit us in the future to see how we are working hard to exceed your expectations.

Ariel
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Hebron
Level 5 Contributor
61 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed April 7, 2014 via mobile

We went to the resort for a time share presentation and was disappointed when they told us it would only be a 90 minute presentation and it lasted 4 hours. We received free all day passes to the Waterpark which was a lot of fun but were upset when my son couldn't go onto the water slides. The lifeguards were mostly rude except for 1 that I met. They do have life jackets that are available for the smaller kids which was nice!

Stayed April 2014
Helpful?
2 Thank Sbatton09
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, April 22, 2014
Thank you for your responses. Please accept our most sincere apologies for the circumstances you encountered during your recent stay with us. We take pride in our customer service and strive to be more than exceptional. We will use your comments to help our team with continuous improvement towards the goal of providing an excellent experience for all guests.

Ariel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed April 4, 2014

We had a great stay at Westgate! All staff members we encountered were courteous and helpful. The property is scenic, conveniently located and clean with great amenities! We had such a great time, we extended our stay an extra day! The location is convenient to Pigeon Forge and Gatlinburg attractions and they offer discounted tickets to many of them at the guest services desk in the lobby. There's an on site store, which was great! Our kids really enjoyed the indoor water park! We enjoyed our stay so much that we're strongly considering becoming timeshare owners here! We will definitely return here again to vacation!!!

  • Stayed March 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank psgreene
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, April 7, 2014
Thank you for your input regarding your family trip. We love that our property has a scenic view of the Great Smoky Mountains. It’s excellent to know that your overall expectations were exceeded and that you extended your stay. Our amenities are certainly one of the many things we love about our place. We look forward to having you return with the family to vacation with us.

Ariel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hendersonville, Tennessee
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed April 4, 2014

Westgate has built an excellent resort in the heart of the Smoky Mountains. Traveling with my 14 year old daughter and niece. Property is safe and they have done a marvelous job of melding the property into the mountain scenery. What made the stay was the people! Not to take away from the accommodations which are excellent and well maintained; however the staff, shuttle drivers, water park employees.... everyone are absolutely great! Our unit was almost on top of the mountain and a long way from the lodge and water park but the view more than made up for it and we never waited more than 5 minutes for a shuttle. Only downside is the restaurant is just average... especially for the pricing but the property is located with access to Gatlinburg or Pigeon Forge which both have a multitude of dining choices.

Room Tip: We loved our Cabin near the top of the mountain and its breathtaking views,,,,,, however if you like...
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  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Marty L
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, April 7, 2014
Thank you for your great review! We always appreciate when our guests inform us of the outstanding service they have received. This allows us to improve our overall customer experience here at Westgate Resorts. It sounds like you truly loved your trip and we hope to see you back soon!

Ariel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Miami, FL
Level 6 Contributor
120 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
Reviewed April 4, 2014

My husband and I stayed 2 nights. The biggest problem came when we arrived exhausted from a trying drive through the smokey mountains during heavy fog. We just wanted to go to our room, unfortunately, we were delayed by multiple disputes- first the pet deposit was more than double what was promised (we have a 14 lb. dog) and then when I wanted to double check the room rate (to see if it was double too!) they told me they didn't know what it was and I would have to "wait and see what shows up on your credit card bill". Are you kidding?

After much negotiation and several additional staff "helping" we finally decided to just stay. It was after 8 pm by the time we got back in our car to drive to our "cabin" so we were starving. Unfortunately we had to wait in line for someone to show us where it is- you need someone to show you because there is street after street after street of nearly identical buildings winding up the mountain. We didn't get to our room for half an hour.

The room was beautiful, called a "cabin" throughout our stay it was actually a condo on the 3rd floor of a very nice building with (luckily!) an elevator. there is a large kitchen open to the dining/living room which is also large with a gas fireplace and nice balcony off it. Next door was a very nice bedroom with a jacuzzi tub in it and a large bath off that. All very, very nice in every way. The view was nice but every time I went out to enjoy it I couldn't relax because of the very loud construction going on below on a new street of buildings- even on saturday they worked all day and it was very loud. The cabin door was the only other issue as it didn't seem to fit right and wind whistled in and slamming doors nearby rocked it open. My husband had to stuff towels around it to make it sound proof.

We wanted to get room service (cabin delivery) from the restaurant but the first 3 times I called there was no anser despite supposedly having an open dining room til 9 and delivery until 11 pm! Finally I called the front desk who "didn't know" what time the restaurant stopped delivering!?! Eventually persistance paid off and we ordered a variety of food. it arrived about an hour later but was not very good- tough ribs, overcooked sandwich, pretty good fries. Nothing special even though we were starved.

All in all it was a mixed experience for us. The property was very nice except for the construction but the inability of the staff to give straight answers or fair and consistant prices is a big hassle that really detracted. We didn't go to the water park, it was about $20 a day, because it just seemed really loud and just really for small children whereas we came to the mountains for some peace and quiet. Maybe when construction is done there will be some!

Room Tip: Top floors have best views in general, make sure to ask if your "cabin" has stairs so you...
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  • Stayed March 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank anoasis
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, April 10, 2014
Thank you for staying with us at the Westgate Smoky Mountains. We sincerely apologize for the challenges you experienced upon arrival. For our pet policy there is a $100 refundable deposit fee plus a $170 non-refundable cleaning fee. We allow guests one pet per unit as long as they are under 60 lbs. Thank you for bringing this issues as well as other items to our attention as it allows us the opportunity to improve. We hope you enjoyed your stay otherwise and will return in the future.

Ariel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fishers, Indiana
Level 6 Contributor
93 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed April 4, 2014 via mobile

We are timeshare exchangers from Hyatt so we compare to our home place. This is our second West Gate Resort we have stayed at and the accommodations and service are great. We requested two rooms together even though we were arriving on different days and they put us in adjoining rooms which was great. We could keep our inside doors open and share the bigger kitchen and living areas. Any time we asked for extra towels or supplies they were delivered I a timely manner and in great quantities. The inside waterpark is nice but the outside pools are rather small for a resort crowded place. I would definitely stay here again though.

Stayed April 2014
Helpful?
2 Thank Sharron N
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, April 7, 2014
Welcome back to Westgate Resorts! It’s exciting to have you back to visit another one of our properties. Thank you for your kind words in regards to our accommodations and service. It’s wonderful to see that our housekeeping staff delivered your supplies on time. We always love hearing when our staff goes above and beyond to accommodate our guests. Please come and visit us soon!

Ariel
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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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