SureStay Plus by Best Western Gatlinburg

Avaliações

• JB

  Joey Brown

  5 days ago
  2.0
  Paid extra for a room with a balcony. Just to find out that all rooms have a balcony. Rooms were not very clean. Shower head was laying in the sink. Beds were very uncomfortable. But the staff was very friendly. When you sat on balcony you was staring face to face with the visitors at the Hotel straight across river. I'd steer clear of this place. Pay a little more for the hotels up the river.
• RR

  Rayann

  Jun 15, 2026
  1.0
  We got the king room with sofa bed for 4 nights, it was a really nice sized room. However, the windows leaked and it definitely needed some updates. The check-in went smooth, the front desk lady was nice and helpful. The rest of the staff, especially maintenance, were awful. The top pool ladder step was incredibly loose, one of our party tried to tell who we thought was Maintenance, he claimed "he didn't work here", later found out he WAS the maintenance employee. On our last day we were told by another guest that they found human poop in the pool, and the hotel did not close it right away to properly clean it. Also we asked for towels from Housekeeping and never got them. This would be a nice hotel if they could get competent staffing and fix the windows.
• SP

  Stephanie Piggott

  Jun 11, 2026
  4.0
  Booked the queen suite and it is great so far. Room is clean and comfortable. The only thing I do not like is the balcony that over looks the creek does not have a child safety lock but just a standard lock. I made sure the door was locked and went to unpack to find out my 3 year can easily reach and undo the lock. I nearly died of a heart attack when I saw her through the window alone on the balcony. There needs to be a safety lock at the top of the door like the main entrance has. Now im stacking chairs in front and paranoid each night.
• RF

  Rebecca Fisher

  Jun 6, 2026
  1.0
  I have always been a Best Western fan. This was my first attempt at a Surestay. I will never again. Upon arrival I noticed blood on the pillowcase pulled the sheet back to see bug feces. I called the front desk he brought new sheets. Very rude man. When he took the sheets off there was a bug carcass on the bedbug mattresses cover!!!!! We immediately left and he insisted I meet him at the front desk for my refund. I still have not seen my money back and they are still treating me like this is my fault. Beware!! So many beautiful hotels this location is amazing but the grief is not and the lil bugs are not
• BE

  bailey etter

  May 26, 2026
  1.0
  In March, my family and I booked a 3-night stay at SureStay Plus in Gatlinburg through Booking.com. Upon arriving at our room, we discovered that one of the beds was covered in what appeared to be blood. (The room also smelled like a cigarette factory, and the light above the sink was flickering in the bathroom). The comforter, sheets, mattress protector, and bed skirt all had visible blood stains. When I contacted the front desk, i asked about a new room or completely new sheets, I was told “the hotel only has 1 mattress protector, and 1 bed skirt for each bed in the hotel, no spares”. The manager then told me that it “wasn’t blood” and that housekeeping would clean it because there were supposedly no other rooms available for us to move to. However, after a maintenance employee inspected the bed, he confirmed that it was in fact blood. Only after he spoke with management did the hotel suddenly have another room available for us. After packing our belongings back up and carrying our toddler and luggage downstairs and then back upstairs again, we used the new room key provided by the front desk, only to walk directly into an occupied room where another family was staying. When I returned to the front desk to report what had happened, I was laughed at, accused of causing a scene, and over reacting because he “just programmed it for the wrong room”. We ended up leaving and booking a 2nd hotel for the rest of our vacation. I requested a refund through Booking.com, but they informed me they have been unable to get a response from the property for over 60 days. The only compensation offered to me was $50, which I told them to keep, and purchase a spare set of sheets for future guests.