Holiday Inn Express Gatlinburg Downtown by IHG

Reviews

• RT

  Reem T

  5 days ago
  1.0
  I had a very frustrating experience at this hotel. For half of the day, the water was completely shut off, which meant we couldn’t use the bathroom or take a shower. On top of that, the toilet in our room wasn’t flushing at all, making it unusable. I went downstairs to report the issue, and I was told maintenance would be sent up—but no one ever came. The service was extremely disappointing. Even basic amenities were inconvenient. You have to get pool towels from the front desk, and I had to wait about 30 minutes just to get some. When I checked out, I spoke with the manager about all the issues. He offered a free night stay and asked for my email to send a voucher—but I never received anything. I’ve tried calling multiple times since then, and no one answers the phone. Overall, this was a very poor experience due to lack of maintenance, poor communication, and unfulfilled promises. I would not recommend staying here.
• JT

  Jay TheTrucker

  Mar 27, 2026
  5.0
  We drove 9.5 hrs to get here and planned to explore before checking in. Well the terrain is definitely different which my youngest got car sick. Thank you to Lance working the front desk for allowing us to check in a bit in to get in the room and get my child cleaned up. Breakfast was excellent and continued to come out fresh Rooms were clean and hotel in general as well. We will continue to be IHG members and only stay at IHG. Great Job!
• GH

  Garett H

  Mar 18, 2026
  1.0
  I’m only giving 1 star because the staff were great. I paid with points as I’ve stayed at IHG properties for 20 plus years. I paid my room with reward points but got charged on my credit card. I’ve called 3 weeks straight with no resolution but have been promised it’s taken care of every time. The management keeps dropping the ball as usual. Highly recommend doing a fraud if you experience this problem as it takes the ball and puts it back in your court!!!
• DT

  Dee Taylor

  Mar 18, 2026
  1.0
  They took a $25 deposit and said to me "you'll get it back when you check out" that was a lie. They gave me $8.12 of it back and kept $16.88 without explanation. That's called being a thief. Just because IHG is a giant corporation doesn't mean it's still not thievery. I called to ask why I didnt get the money back and they said someone would call me back. Never did. Liars and thieves. The breakfast was like 3D printed eggs and bacon.
• DS

  Dafni Sioukiouroglou

  Mar 12, 2026
  5.0
  Had a great time in this hotel and Gatlinburg! The staff were very friendly and approachable. The rooms were very fresh, smelled good, and were clean. There was no dust and even the bathroom tiles looked clean. You could see there was a lot of effort put into the rooms by staff members. Good quality shampoo, conditioner, etc. were placed in the rooms. The hotels location was very close to downtown Gatlinburg (probably 5-10 minutes walking distance to the most popular spots).

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