Westgate Smoky Mountain Resort & Water Park

Reviews

• AN

  Ana N

  3 days ago
  1.0
  I'm giving this place a one star due to the nightmarish time share experience there. If you are considering taking the tour for a discounted stay, you should STEER CLEAR OF THEIR TIME SHARE SALES TEAM!!! I have listened to a few of these in my lifetime over the years off and on and even purchased a Wyndham package at one point. This place was so unprofessional, downright rude and pushy, even THREATENED ME. I have never in my life. I wish I could have remembered the woman's name. I had stayed 20 minutes past my tour Time and I had told them when I first got there that I had a reservation at the Titanic museum to experience their dinner theater. She knew this before she even started the presentation and somehow didn't finish the presentation within the 2 hours. When I told her I needed to leave and get my family ready for the reservation, she called a second salesperson over to the table and that salesperson threatened me and told me that I was going to be charged $400 if I didn't stay and let them ride me around the property and show me everything else. When I told them that was not legal she replied with. "Well, You should have read the small print in the paperwork that you signed because you are going to be charged if you don't stay longer. " This was the most unprofessional encounter I've ever had with any kind of salesperson in my life. And they are currently trying to charge me $399 on my card and I'm having to fight it because I stayed for my entire 2 hours and I know how these things work and they should not be trying to charge me. I think the place has some potential but their sales team is terrible and not trained properly. Also, another thing to take into consideration is that if you book a cabin you are likely going to be going up two or three flights of stairs. With all of your heavy suitcases they do not have elevators. So if you have someone who's elderly or does not have the best knees make sure to definitely not get put into a cabin top floor. This whole entire complex seems to be built in a hurry and on such a steep incline that I wonder about the safety of some of the decks. Just looking below our deck and the neighboring decks. I saw piles of concrete chunks that had fell off from the structure and we're laying in a pile underneath the deck. It was quite unnerving. I definitely would not stay in this place during heavy rain for fear of a landslide washing the building down the hill.
• LJ

  LD Workman Jr

  Aug 21, 2026
  2.0
  **The good:** This place is gorgeous, no question. The water park is genuinely the best part of the whole resort. My wife, kids, and I basically lived in the lazy river the entire time, and it was a highlight of our vacation. We stayed at the top of the mountain and the rooms were stunning. No complaints there. **The bad, and there's a lot:** The on-site restaurant is straight up not worth it. $155 for 3 adults and 3 kids' meals, and that's without touching anything on the pricier end of the menu. Way overpriced for what you get. Then we get the check and find out they only take cards, no cash. Ridiculous. Thankfully our waitress was genuinely great and worked with us anyway. She's the only reason that whole interaction didn't sour the night. Here's what really pissed me off: some security "guard," and I use that term loosely, decided he had the authority to call my father in law an idiot. When I confronted him about it, he had the audacity to flat out lie to my face and deny he ever said it. Absolutely disgusting behavior, zero professionalism, zero integrity, zero respect. The kind of attitude that has no business anywhere near a customer facing job. I made damn sure he knew exactly how far out of line he was. If it weren't for the security supervisor actually stepping up, apologizing like an adult, and promising this clown would be dealt with, I'd be leaving a flat out one star review right now instead of this. And don't even get me started on the timeshare pitch. It's a blatant scam, don't waste your time, we didn't bite. **Bottom line:** This place has real potential, but the disrespect and the nickel and diming leave a bad taste. Save your money and book a cabin somewhere else. You won't deal with this nonsense.
• MD

  Mrs. Dee

  Aug 15, 2026
  5.0
  Very nice place.The resort was really great, Not sure what the concierge service was about ,he sounded good when we first got there but still had to call the front desk for everything.No issues though, the resort was great. We are already owners in Florida and they offered to take us on a tour of this one in Gatlinburg. Honestly didn’t cross my mind that they were trying to sale us theirs timeshare since we were already owners, after the tour the guy helped us logging to our account and show us how to use some of the benefit discounts. Next thing I know it’s 2 of them drawing a bunch of circles and numbers and come out with something asking me to sign about releasing a property time share I didn’t know anything about. I didn’t want to sign anything, was ready to go and confused with what they were presenting me. I let them know we were satisfied with our FL timeshare and not interested in Buying in Gatlinburg. Honestly didn’t want to buy in Florida either , but felt like a pretty good deal we got. Anyways them taking a No was hard for them. I felt bombarded, overwhelmed and pressured. I had to stand up “literally “me and my husband, apologized for being so irritated at that point and let them know we are ready to go. The 2 guys still was trying to convince me. I told them NO, no thank you, not interested in Buying over 20 times trying to be as polite as possible.then the dude in the office began reprimanding the tour person in frount of me. Very unprofessional . Did you do that so I would feel bad for him and buy timeshare under pressure and guilt? Very sad. If someone says no you should take it with a grain of salt and keep it moving. Do not pressure your guests. It was just weird for them to be like that. Anyways the resort is nice. Don’t fall for the pressure. Stick to a hard NO and get your gifts and go.
• DA

  Danielle Adams

  Aug 15, 2026
  4.0
  This location is unbeatable! It's away from the heart of the city so you get peace & quiet, but close enough to still go out for adventures. I love the on site shuttle service & the fact that it's on the FREE Gatlinburg trolley line. I haven't had to drive the whole time which definitely adds to my rexation. Gatlinburg & Pigeon Forge offer every activity that any great resort town does, but they also have experiences that are unique to the area like zorbing, Anakeesta, sky bridge, etc. Next time I'd like to visit the Great Smoky Mountains National Park! There's also quite a bit to do on site at the resort. Live music, firepits, & more. We (me & my 9yo) had the studio room which is very much what it sounds like: tiny. A hotel room would've been bigger. The bathroom was nice though & in a hotel room, that would've been about the same size, but without the glass shower which was beautiful. My extra blanket had hairs on it though & there were 2-3 dead bugs under my fitted sheet (yes, I pulled it up to check). Not sure what kid of bugs.. maybe some small flies or something? Idk. NOT the alarming kind, but in general it was a bit of a turnoff. The on site store hours are different from what's advertised. Mountain Pizza closes at 11pm according to the website, but we were told they close at 10pm & take their last order at 9:45pm. Also, if you want pizza after the water park closes (7pm) you HAVE to order online, but they charge you a fee for online ordering... I wanted to pick my pizza up since we were right across the street from the place & I didn't want to pay that fee. Thankfully, they made an exception for us since we ran into the food manager (thank you Chris!), but I wonder if other families have run into this issue. Also, on the activities sheet it says the Marketplace closes at 10pm, but we went by around 9:30 & were told it closes at 9pm. If you're coming for a timeshare presentation, plan to be there for half the day whether you buy or not. We were told the presentation was going to be 1.5 hrs, but it took literally twice as long. We got there at 9:30 which when our appointment was & we left at 12:40ish. We ate breakfast there first ; they don't start the presentation after so that would account for 20, MAYBE 30 minutes. That still means our presentation time was about an hour longer than we were told it would be... taking up more of my vacation time is not a good selling point. The breakfast was nice though! The biscuits were simply amazing!! And so was our salesperson. Very polite & hospitable. The pools are a great perk! It's a nice place for families. They had kiddie pools & a playground. We only ate pizza on site & the preview center breakfast, but it was pretty good. Idk what's in the food up here, but it's so filling! We only ate about twice per day. Normally we can eat 3-4 slices of pizza each. I was stuffed after 2 slices & my kid only ate one. One thing this place could use is an ice cream shop! That'd complete the package. Also, there's bears everywhere! Haven't heard of any negative encounters so that's great. It's perfect if you love them, but maybe not so perfect if you're deathly afraid. Just something to keep in mind.
• MB

  Melissa Braun

  Aug 13, 2026
  1.0
  My husband and I decided to do a timeshare tour with Westgate. We ended up telling the salesmen Levi that we were not interested in purchasing a timeshare, he understood or so we thought, he said to us “he was tired, he had woken up at 6am and was ready for a nap” as it was 3:05pm, we were scheduled for a 1pm tour, his Hispanic manager comes over to our table after Levi raises his hand and gives management a “signal’ and we told the Hispanic we weren’t interested in purchasing, then he said “okay let me see what I can do”, then a white lady with blonde hair came to our table and Levi says to the lady “they didn’t want to continue the timeshare presentation” in which I spoke up and my husband as well said “it’s not that we don’t want to continue it’s that we’re not interested in purchasing a timeshare”, she said okay but you have to stay for 90 minutes AFTER the lunch, no where does it say this I said to her and we agreed we would finish the presentation, even upon looking further into their documents does it say anything more than a 90 minute tour was required not even eluding to a 90 minute tour after a meal. Approximately 10 minutes later 2 security guards showed up to our table where at this time there is a whole room full of people and they told my husband and I we needed to leave, meanwhile, Levi is saying he has never seen this before and that he doesn’t understand why his management was acting out in this behavior. Levi was shocked at his managements poor decision making ideology. We then start questioning where upper management was and suddenly their upper management was all in meetings coincidentally. So, Westgate Resorts have charged us a $500.00 non compliance fee for not completing the timeshare despite us doing differently. Plus, whatever other daily fees meanwhile, our room wasn’t even cleaned when we got to it, maintenance was just leaving the room and the room needed to be swept and mopped, still some minor housekeeping needs in-met, we had loud neighbors above us and next to us which made it harder to rest. We have never been so embarrassed before in our lives being fully escorted out of this place as shown in pictures especially in front of our children who are 4 and 10 and were asking us “do they treat everyone like this”? I’ve never had encounters with authorities before and neither has my husband however, this situation will be making me escalate this situation to the BBB. And to think Levi said we were supposedly “VIP” on their documents was such a joke! Levi then says to me “did Adam refer you? I said “I had no idea who Adam was.”

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