SureStay Plus Hotel by Best Western Gatlinburg

I immediately complained at the front desk, and they quickly moved us to another room. Unfortunately, the second room was not much better. There were brownish-yellow stains and residue dripping down the walls, the sink was dirty,and there was tissue or debris around the drain/overflow area. Similar yellowishbrown residue was present on the bathroom walls and around the bases of the beds. I still have no idea what the substance was. The room also smelled bad, and once again, the furniture was covered in fingerprints. At that point, I wanted to leave and find another hotel. Unfortunately, because Jeep Invasion 2026 was taking place, hotels in the area were essentially sold out and my family and I were stuck.I actually went to a nearby Walgreens and purchased spray bleach and disinfecting wipes so I could clean the hotel room myself. I wiped down the walls, bathroom, furniture, and bases of the beds. I also sprayed the sheets, pillowcases, and pillows with Lysol! GROSS! I’ll only come back if I’m homeless

When checking for bed bugs, the linen around the mattress was disgusting. We asked for a new cover and staff gave us a very difficult time about it. How they would give us a new room but if we didn’t like that one then too bad. Upset why we would be looking for bed bugs in the first place. We called customer service to complain and they left us on hold while they talked to the front desk… so then it was super awkward and we didn’t want to have any interactions after that. If it could rate less than 1 overall, I would. The pool also seemed like a disease waiting to happen.

Number one, this hotel is in a convenient location to everything downtown. The room itself is very large, and has potential. We arrived and checked in. Went to our room and basically had to kick the door in to enter. The room was smelly and dirty. The cabinets for the microwave and fridge were broke and the doors were hanging. There were stains everywhere! We opened the pull out couch and were completely disgusted by the amount of stains on the mattress. Luckily we brought a small air mattress for him to sleep on. The bathroom was disgusting and there was mold on the ceiling. There were many mystery stains everywhere. Even on the drapery. On a positive note, the room stayed cool. It was super hot when we were there. The breakfast was good.

N/a

OPEN, and no one was to be seen, waited 30 minutes, called the number listed multiple times, banging on doors, absolutely nothing. so in desperation with no sign anyone would return and no where else to stay i ended up climbing on top of the fence in the parking area and then jumping and doing a pull up on to the balcony of our second floor room over the roaring gatlinburg river. i made it back into the room and honestly it wasn’t to difficult but still put me at a a pretty huge risk obviously. anyways about 15 minutes after that i went back down to the desk and a dude walked in at the same time i walked up, he was holding a slurpee/soda and said hey man did you need any help? i said we got locked out but i figured it out, he said “so you found a key?” i responded “i figured it out”. anyways other than that the stay was decent! okay breakfast, decent amenities, not filthy. STAYED NIGHT OF AUGUST 18TH-MORNING OF THE 20TH. INCIDENT WITH MISSING EMPLOYEE OCCURED NIGHT OF THE 19TH.

Perfect time and beautiful and space

Very nice breakfast. The room is clean enough.

Rooms were clean, staff kind and responsive ,the balcony wonderful by creek view. The bears play in the creek below.The price great for the place. Bathroom small .

Very nice spacious king size room with baloney on the river. Nice,quiet short walk to downtown.

Couldn’t find the property. Went up and down the mountain and never found it.

We had a King suite and the room was very spacious and clean, the bed was a little hard but still comfortable, parking was easy even with my truck, walking distance from the strip, overall was great and would stay again.

The room carpet smells really bad. We tried spraying Lysol and it did not work. When you turned the a/c off the room had a bad smell so we had to keep the air on. We thought it was just our room but we had 2 other guests with 2 separate rooms and one smelled musty and the other spelled like a dog. There were nets flying all over and we could not get rid of them so it made it hard to eat and drink sugary drinks in the room.

I decided to choose this property because the majority of the reviews mentioned that this hotel was clean and that the riverside view of the balcony was nice. After spending 3 nights here, these reviews met my expectations. The property was clean, we really liked the breakfast, and I enjoyed watching the river run. I would stay here again the next time my family and I travel back to Gatlinburg.

Bears

This hotel offers a pleasant stay with its scenic riverfront location, spacious rooms, and great ambience. However, service fell short with unhelpful staff, an unaccommodating late check-out policy, a clogged bathroom drain, and a minor oversight with room amenities upon arrival that impacted the overall experience.

Good property, does what it offers.

Our room had an issue with ants. Re sink was clogged when we got there. We lived the staff but it could def be cleaned better in the rooms.

All great

Clean room and a good breakfast, also enjoyed the balcony.

Everything was great but.......the pictures of the room were greatly misrepresented. If they have the rooms that are pictured we surely were not in one. In short everything was good but we did not receive the room I thought I was paying for.