Westgate Smoky Mountain Resort & Water Park

Reviews

• EP

  Elizabeth Pearce

  3 days ago
  1.0
  Do NOT be fooled. The 90minute timeshare presentation WILL turn into at least 2-3 hours. Before I say all the negatives I must give a shout out to our representative Challey. She was extremely polite, friendly and tried her very best. However we were not interested in the property at all after being put in a room - building 76 - which seemed below ground. One tiny window with absolutely no view, dark and dingy. A very small queen size bed. Freezer door falling off the hinges and plug in shower/bath would not stay up to drain water. I had to put a spoon in the tub to hold plug up. The presentation just went on and on, even though Challey was trying to do her job. Breakfast was so budget and unappealing. We were told that this is an elite property. How it got that title is very puzzling to me as we were at a westgate resort in Orlando in September last year and it was far superior. My husband and I thought that this would be a great mothers day treat. What a dissapointment. Never will we consider Westgate again !!!
• KK

  Kalel Almeyda (Kal)

  May 13, 2026
  1.0
  I reserved with a month in advance! It was our anniversary celebration. My girl loves waterparks so I decided on this stay because of the waterpark. They send 2 days prior an email stating that the waterpark park is going to be closed due maintenance during the time line of our stay. I get that things happen thats why I called and ask if I could get a partial refund , there is no way I would pay the amount I did for a room if the waterpark was not going to be available. They stated that they were giving other free activities, tours or etc . I did NOT Pay for that nor wanted to do no family activities. Very disappointed. I gaved them 2 stars because they waved the cancelation fee but that is the least they could've done.
• NM

  Nicolle Marin

  May 10, 2026
  2.0
  The resort itself was great. We stayed in Building 2, Room 12C for 3 days and 2 nights with my husband and son. The room was clean, the facilities were nice, and it was a great place for little kids. We had a lot of fun. The only reason I am leaving a lower review is because of my lost and found experience. I accidentally left a necklace in the bathroom sink. It was not expensive, but it had a lot of sentimental value. I realized it about 3 hours after leaving and called right away. I was told to fill out a lost and found form, which I did, but the next day I was told nothing was found. I understand things can happen, but I was very disappointed with the lack of help and follow-up. My advice to other guests is to check the room very carefully before leaving, because recovering lost items may be impossible. Overall, the resort was nice and family-friendly, but this experience was very upsetting
• HT

  Heather Tankersley

  May 7, 2026
  5.0
  ⭐⭐⭐⭐⭐ From the moment I walked into Serenity Spa, I felt welcomed and relaxed. Amber, the Spa Director and my massage therapist today, was absolutely exceptional. I received a Swedish massage with added dry brushing and deep tissue work, and it was exactly what my body desperately needed. Amber was attentive, professional, and incredibly skilled — she found every knot and worked through areas I didn’t even realize were holding tension. I left feeling completely relaxed, refreshed, and physically lighter. You can truly tell she cares about her clients and takes pride in creating a healing experience, not just a standard massage. The spa itself was peaceful, clean, and beautifully maintained, making the entire experience even more enjoyable. If you are visiting Gatlinburg or staying at Westgate Resorts, I highly recommend booking an appointment here. It was worth every penny and easily one of the best massages I’ve ever had. I will absolutely be back! ❤️❤️❤️
• MH

  Matthew Haun

  May 3, 2026
  2.0
  While the room and location were very nice, the service left a lot to be desired. We stayed from Sunday to Thursday, checking out on Friday for our honeymoon. After checking in Sunday evening and arriving at our room, we noticed in the lobby to our room and the adjoining room there was a big blue bag of towels in the middle of the floor blocking the other room and the door to the washer/dryer. The next morning, the bag was still there and we notified the front desk and were told that guests could request linens and towels to be put in their room or outside their room, so we thought that maybe the neighboring guests would get it after we got back. The turndown service and cleaning was also explained to us on Monday that it would be every other day when we requested more towels. Upon return to our room later that day, the lobby door to our room was wide open and the blue bag was still in the lobby area with no staff in sight. This raised many concerns as this is located in a place with very high bear activity. By Thursday, our trash was full and there was still no sign of housekeeping. We had thought maybe since they dropped off towels on Monday that it offset the schedule. Thursday evening, we returned to our room to find housekeeping was cleaning the adjacent room and the blue bag that was in the lobby area was finally moved. As they were cleaning, they literally swept a pile of dirt into me and said nothing and had the lobby door wide open, sweeping it outside. When we went to go out later in the evening, we opened the lobby door to go out to the car to find that there was the blue bag along with all the dirt and a trash bag all on the porch to the stairs leading to the car. At this point, we spoke to the front desk and were told that the best they could do was speak to cleaning staff and have things removed as well as give us a $15 room credit, but they "would have been able to do more had I told them sooner", which I reminded them that I spoke to them Monday about the bag issue. I also was told that housekeeping does not enter the rooms to take trash or restock, despite what I was told on Monday. After we returned that evening, the trash and bags were removed and we received a text about our 10:00 AM checkout the following day. On Friday, we got up, had breakfast in our room and went to load the car around 8:30 AM. When we opened the lobby door to the porch to the stairs and walk out with our suitcases and bags, I tripped over a big blue bag filled with towels and cleaning supplies meant to clean our room after checkout. This was very unwelcoming as well as was a major safety hazard. I brought this to the attention of the front desk at check-out at 9:00 AM and was told that they would speak to the staff again but since I had a $15 room credit there wasn't anything else that could be done, even though there was a conversation the night before about this very issue. It made us feel very unwelcome and like we did not matter as guests since our bill was paid. I caution anyone looking for a place to stay down in Gatlinburg to really look into other options before choosing here. The communication was very poor and conflicting regarding housekeeping, the customer service was lacking in many areas, and for being a resort, I feel that it was unprofessional to blame us as guests for not hounding the resort staff every single day to do their jobs and keep things accessible and safe.

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