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SureStay Plus Hotel by Best Western Gatlinburg: 218 Ski Mountain Rd, Gatlinburg, TN 37738-3125 (Formerly Travelodge Inn & Suites Gatlinburg on the River)

760 Reviews

TripAdvisor Traveler Rating:

Value

Rooms

Cleanliness

Service

Excellent

181

Very Good

223

Average

166

Poor

103

Terrible

Recent Reviews:

AngieS1612

Trip type:

Couples

Hopefully better in the future

Jan 11, 2020

So much was wrong with our room, and the elevator did not work which meant climbing 3 floors with luggage. The woman at the front desk was very apologetic and... more »

Krystle J

Lafayette, Louisiana

Trip type:

Family

Very Disappointed

Dec 30, 2019

We arrived Thursday evening. The gentleman working the front desk was courteous and informative. When we unloaded our car and got into the room I noticed there was a moldy... more »

We arrived Thursday evening. The gentleman working the front desk was courteous and informative. When we unloaded our car and got into the room I noticed there was a moldy bulging ceiling tile in the bathroom. So I went downstairs to talk to someone about it and at this point there was a woman working. I showed her the pictures and she said “oh wow that still isn’t fixed. It’s been like that for awhile”. She said they couldn’t switch my room because they were booked but that she’d give me a 10% discount. It was a nice gesture. Saturday morning I wake up to find the tile in pieces all over the floor with some form of liquid coming out of the now exposed pipes. The smell was AWFUL. I went down to the front desk to complain and there was a younger gentleman working. I showed him all of the pictures and I was once again told I couldn’t switch rooms but that he’d have housekeeping clean it up. I asked to speak to a manager and was told she doesn’t work on the weekends (mind blown). So I’m livid at this point. When we returned that evening I find that the tile has been cleaned up but there’s still a gaping disgusting hole in the ceiling and it’s still leaking but housekeeping was so kind to put a towel down for it to drip on. Our entire room smelled like sewage. For as much as I paid I expected a better quality and service. Only good thing about this hotel is the location. Downtown was less than 10 minutes in walking distance

Tina M, Guest Relations Manager at SureStay Plus Hotel by Best Western Gatlinburg, responded to this review

Krystle J,

Thank you for rating your recent experience at our hotel. It is disheartening to learn that the bathroom was not properly cleaned and maintained according to the high standards of our housekeeping and maintenance staff. Your feedback are certainly going to be taken into consideration as we are always seeking ways to improve upon the guest experience.We look forward to showing you how we have learned from your experience. We hope you'll return someday to see how we're improving.

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stucker517

Hayden, Alabama

Trip type:

Family

Terrible!!!

Dec 30, 2019

Door lock was broken. Made multiple trips to front desk before someone “attempted” to fix it. Which never really happened. The room accumulated water. Floor was damp and even clothes... more »

T2826JLvaleries

Trip type:

Family

Dirty

Dec 29, 2019

Negatives:Overall the room felt dirty. Floors, microwave, toilet. The entire faculty itself did not appear to be clean...spills left around outdoor trash cans, the elevator had handprints everywhere and food... more »

D3919LNashleym

Guyton, Georgia

Trip type:

Couples

Nice place!

Dec 26, 2019

We had a great 5 day stay here. The rooms are large, clean, and nice. The location is great and the continental breakfast was good. I wish the balconies were... more »

1-5 of 760 Reviews

See all 760 reviews for SureStay Plus Hotel by Best Western Gatlinburg

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