Westgate Smoky Mountain Resort & Water Park

Reviews

• JW

  Jeanna Wiley

  Jan 6, 2026
  2.0
  This is a very nice resort, great amenities and restaurant on site. Having access to the trolley is also a plus! Although my parents have been “members” since 2020, after being sold a great deal on a “timeshare” this is all a scam!!!!! My parents travelled to Gatlinburg two different times and stayed with westgate after becoming so called “members”, they stayed in the valley and had fabulous spacious rooms and even began bringing along family members on vacation to use up their “4 weeks”. After the third trip with westgate is when the issues began, they were put in units that were way smaller and not at all what they were sold or what they “bought into”. This past week we visited westgate again and we arrived for check in before 4:00 after a 13 hour drive from home, and upon arrival were told that our rooms were not ready and they couldn’t even tell us what rooms we were in. We didn’t get into our rooms until around 6:00pm. Once we got into our rooms we were once again put into rooms that were not what we expected or told them we wanted upon booking, the washer/dryer in one of the rooms had a wire pop out from the seal when we put our clothes inside and the sink in the bathroom was clogged with hair and missing the stopper. After expressing our concerns we were once again tried to be sold something we didn’t want or ask for at a 3 hour long meeting. Mind you we came in the off season when it’s not busy and we were told by one of the bus drivers that we were only 1/10 families in the resort. These salesman at westgate don’t care about your comfort only making a sale. I strongly recommend booking a cabin instead
• SG

  Sherry Gilbreath

  Jan 2, 2026
  3.0
  We’ve stayed here several times before but just very disappointed this time in the way a few things were handled and the room we got moved Into was disappointing. Dishwasher and the washer in bldg 6000 unit 32 C & D doesn’t work correctly and there were several items missing in the unit and just the quality of the tv (not smart TVs and had to call maintenance on that. Also the jacuzzi which we were really wanting to use was going to take more than an hour to fill up and clean. There was very dirty stuff coming out of jets. No skillet in our unit and no measuring cups or no covered bowls and had to use from other unit. The windows in the living room let so much cold air in that it really needs to be fixed. Also the door in unit D has a leak under door that lets cold air in also. Lots of stink Bugs in both units. Killed them all week. Why don’t you update these units. Holes in curtains and unit is just old. We had requested a handicap unit in beginning and even called 2 times in advance to make sure we would have that and if they had done it correctly then we would have still been in unit 8000 and not 6000 which we ended up in. Please update these units. We pay a lot of money for maintenance fees and feel it’s completely wasted. Feel that we are owed some back for compensation.
• CM

  Casey Moyes

  Dec 23, 2025
  3.0
  Let me start with the bad first, then I'll tell you the good. A couple years ago we sat through a timeshare seminar and repeatedly told them "No" Even though they didn't want to take no for an answer. We bought a simple 4 night vacation package. We decided to use it in Gatlinburg. We were appointed a "concierge" (never had a personal concierge in my life. Thought it was kind of neat at first) which was actually a salesman. Lie #1 The real concierge is at the front desk and has a different job title. She's the one that gets you tickets to attractions for a discounted rate. His title was actually an OPC. Anyways, We didn't realize in the fine print that we had to sit through a "90 minute timeshare presentation" which is more like three hours. He said "I know you have stuff to do today, so I'll make it quick". Lie #2. We were showered with compliments and he tried to chameleon his way into trying to fit in with us and really sent it home by only talking about things that are relatable to us. I don't like manipulation or fake people. He showed us around the resort and made a big deal about the top of the mountain and how only the owners of 10+ years can get a place up there. When we got back, he pressured us for an hour to pay something like 20k down on a 98k timeshare. We're like "Bro, we're here for vacation. Even if we had that money, we're not giving it to Westgate". That's when the used car sales tactics were implemented. He never left us alone so we could talk to each other in private. He would signal to his manager and she would go back and forth to the office to present something cheaper every time. We were told that we were so lucky to get the cabin we were in with ONLY a vacation package.... "Where you're at is like $300 a night" Lie #3. I looked on a popular booking site and the same thing was available for $128 a night. Their final offer was a 67k timeshare that management said they HAVE to offer to us for $7,300 and $3000 down today and we could stay at the top of the mountain... Lie #4. We were told those were reserved for only people of 10+ years. We laughed. Also felt bad for all those poor saps that paid 98k on something they could have talked down to 15k. We told him we are sorry for wasting his time and he's not going to make commission off of us. To which he replied "Oh I'm not making commission. I'm here til five" Lie #5. On the Westgate website on job listings for an OPC it reads "Starting Pay: $13.75 / Hourly versus commission ($500 - $1000 Per Week) and up to $300 per tour (paid weekly)" They don't like being told no. They are pushy. They don't like being called out. If you do choose to stay there, talk to each other beforehand and set some firm boundaries. Our OPC (M) had an unhealthy obsession with a female OPC and talked about her with us regarding what she was wearing and her love life way more than necessary. The good and bad parts regarding the cabin and accommodations: Everyone else besides the sales staff was absolutely awesome! The shuttle drivers were funny and good to talk to. The housekeepers brought us whatever we needed with a smile. The water park was staffed primarily by teens and not holding them acting like teenagers against them. The two ladies that worked in the arcade probably loved their job more than anyone else there. The views were sub par where we stayed. The room had small issues. Nothing major. The HVAC system had no filter and I was sneezing all the time. Vents and return vents were soiled with dust and allergens. TV was hung crooked. Fireplace timer was broke and the fire stayed on indefinitely. Only 1.5 rolls of toilet paper upon our arrival in a unit that is meant for four people. Excluding the experience with sales staff, I give it a solid 7/10. We are NEVER going back to a Westgate resort / hotel. Ever.
• AC

  Ana Castro

  Dec 20, 2025
  1.0
  If zero stars would be a thing here this place deserves it Summary of my stay: Very disappointing stay. We were initially placed in a cramped room with no space, then moved to another unit with no windows and strong cigarette/marijuana odors. Staff suggested using an ozone machine despite us traveling with a 1-year-old with respiratory issues. We were repeatedly told nothing could be done and that future guests were the priority. Only after insisting did we receive another room, which had a gas smell, stink bugs, a door that wouldn’t lock, and constant noise from pets barking all night. Guest Services confirmed there are no pet-free units anywhere on the resort. While some issues were partially fixed, overall service lacked empathy and accountability. Very disappointing experience and not what you expect from a resort of this reputation. If you want the whole story; My experience with Westgate Smoky Mountain Resort & Water Park was extremely disappointing and far below acceptable hospitality standards. I was gifted a timeshare week by my grandmother an owner, who made the reservation directly with one of your agents. Unfortunately, from arrival to resolution, the experience was stressful and poorly managed. Upon check-in, we were assigned a standard room with a single king bed and virtually no usable space to move around. The room was located in Building 30, Room 11B. This was immediately brought to the attention of the front desk, as the room was not appropriate for our stay. As a proposed solution, we were moved to Building 60, Room 32 (A or B). Upon entering that unit, we discovered it had tiny to no window and a strong odor of cigarettes and marijuana. This was immediately reported. The response from staff was unacceptable. We were advised to use an ozone machine to eliminate the odor. We clearly explained that we are non-smokers and were traveling with our 1-year-old child who has respiratory issues, making this option completely inappropriate. Despite this, we were repeatedly told that no alternative accommodations were available and were informed that future guests were the priority—a statement I have never heard in a hospitality setting. Excessive noise from pets barking throughout the night We were informed by Guest Services that this issue occurs throughout the resort and that there are no designated pet-free units available, making it impossible to request or be relocated to accommodations that do not allow animals. Only after firmly stating that we would not remain on the property and persistently requesting assistance did another room suddenly become available, despite the resort clearly not being sold out. The final room was more spacious; however, it presented additional serious concerns: • A strong gas odor from the fire place • Stink bugs throughout the unit • A front door that did not properly lock While maintenance addressed the gas odor and repaired the door, the remaining issues were not adequately resolved. Overall, this experience was extremely disappointing and stressful, particularly while traveling with a young child. The lack of empathy, inadequate problem resolution, and dismissive customer service overshadowed what should have been a relaxing family vacation. I am highly dissatisfied with the level of service provided and expected far greater professionalism, accommodations, and guest care from a resort of this reputation.
• KD

  Katie Delia

  Dec 19, 2025
  2.0
  What a mixed bag this stay at the Westgate was. We had an interval credit that we cashed in for this week. The fact that we didn’t pay full price is the saving grace for the two stars I’m giving. The good: Our one bedroom unit was very spacious. We loved the fireplace and large shower. Our view from the 6000s building was amazing and overall the room was fairly clean and well equipped for basic cooking. We also greatly appreciate that they are pet friendly and have heated outdoor pools and hot tubs (especially since the water park is not included in your stay). Perhaps the biggest perk is being on the free Gatlinburg trolley line. The bad: We did find several cockroaches in our room. While unpleasant, we understand that we are in a National Forest and there are bugs here. We have stayed at Four Seasons properties that have had cockroaches, it happens. As several other comments mention, the walls are incredibly thin with virtually no soundproofing. We could hear our neighbor snoring and their baby cry throughout the night. One other note, for a resort built into the side of a mountain with no sidewalks, the amount of shuttles bringing guests to and from their rooms is abysmal. We often waited 15+ minutes in the cold without seeing one. Even if we decided not to wait, walking the narrow winding roads felt unsafe with the number of speeding golf carts. Even just walking from the Gatlinburg trolley stop to the resort shuttle felt incredibly dangerous in the dark without a sidewalk. The ugly: Upon arriving, I was ushered to the timeshare desk with my room keys held hostage like everyone else. I had told the attendant Jeana that my partner and I were working during our stay and wouldn’t be able to take 90 minutes away. The woman next to her, Kelly, told Jeana to sign me up anyways. Jeana was very kind and told me I would have to pay a deposit but if I really couldn’t go to text her and she would send the money back. Well I texted and, despite receiving a response that she would send a refund, they are still holding on to my deposit. I will be disputing the charge with my bank. Even if I were to look past everything else in our stay, the behavior we experienced from a staff member was horrendous. At one point, we boarded a shuttle to go up to our room at the same time as a time share saleswoman. She was speaking loudly on the phone absolutely berating and making fun of a couple who she had given a tour of the property to. She was so incredibly judgmental, mocking their life situation and making crude comments about their relationship and family dynamics, especially in regards to their children. She made it seem as though they had taken advantage of her and her time by refusing to buy (which she mentioned she hadn’t sold anything in a week, I wonder why?). We were absolutely dumbfounded that this conversation was happening openly in front of guests. Thank goodness we didn’t go to the presentation. I will never buy from Westgate knowing this is the type of behavior they allow and the level of respect they have for guest. I wouldn’t even book a free week again on interval. I wish I would have seen her name tag but this occurred Dec. 14 and she is an older, blonde woman and was wearing hot pink boots, sweatshirt and santa hat.

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