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“POOR Customer Service!”

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Holiday Inn Club Vacations Smoky Mountain Resort
Ranked #22 of 78 Hotels in Gatlinburg
Certificate of Excellence
Reviewed 5 November 2013

Who would give a obviously tall person a handicap accessible room without telling them. Went into the bathroom to freshen up and was wondering why the mirror over the sink was so low......I could barely see my mouth. Further observations made it clear that it was indeed a handicap accessible room. I called guest services and spoke with a person who identified himself as Ron about changing to a different room and his response made it clear that he was annoyed by my request... "I'll see what I can do" he finally said. His being annoyed was clearly evident by the room we were given.....our view was the linen/trash area of an adjacent building. My husband went back to guest service and requested another room......finally after almost two hours since we arrived, we have a room that we can use. Needless to say, we will not return to this resort. Customer Service is more than the words you printed in your little packet that you hand out......true Customer Service is the spirit and "Action" behind those words!

  • Stayed: November 2013
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4  Thank MJCliatt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HIClubSmokyMtn, General Manager at Holiday Inn Club Vacations Smoky Mountain Resort, responded to this reviewResponded 6 November 2013

MJCliah, I hate to hear that your arrival to our resort was so rocky. I, as well as Ron, am sorry and somewhat perplexed that you perceived him as being annoyed. Once you called back to the front desk he confirmed that you were in fact in a handicapped unit, apologized stating that he would see about getting you another unit immediately which he did. I am not sure how what was said or the tone it was said gave you the impression that he was annoyed. As to being put into the second unit due to him being annoyed, he moved y’all to a 05 unit; our most requested 1 bedroom due to the private entrance, with a view of the Space Needle and downtown Gatlinburg, not another properties linen/trash area. In the spirit of Customer service and delight, again, once your husband made him aware that you desired a different view Ron moved you to your present unit. I sincerely hope that the remaining part of your stay with us meets your expectations and if you should need anything during your stay simply let us know and we will immediately take action to try and meet and even exceed your expectations. Don Ward

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432 - 438 of 921 reviews

Reviewed 27 October 2013

We've stayed here twice and the staff exceeds friendly. The location is excellent for walking through the shops, stores, restaurants and shows. We like that it's so close to the driving trail through Roaring Fork, known for the great photo opportunities. Their guest room has a double bed AND a queen bed. The master suite has the Jacuzzi tub, but it has no privacy since it's not part of the bathroom. It looks very exotic when you enter the room. We enjoyed the pillows so much, I ordered some online during our visit. We really enjoyed the fireplace, with a timer for turning off. The kitchen is equipped with quality pots, easy to use and clean. Sitting on the balcony was a treat one day when we saw a bear family: mother and 3 cubs trying to get into the dumpsters. A police officer arrived immediately to scare them away but they are fascinating to watch. We'll be back!

Room Tip: Higher rooms are quieter. We were on floor 5 and several mornings we heard the dumpster trucks at 6...
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  • Stayed: October 2013, travelled with family
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1  Thank Rita A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HIClubSmokyMtn, General Manager at Holiday Inn Club Vacations Smoky Mountain Resort, responded to this reviewResponded 25 February 2014

Hello, Barbaralee45251
Thank you for your review of our resort and your experience staying with us. I apologize for such a late response. I want to assure you that your comments where read when we received them and any corrective actions where made if needed. I promise that we will continue to work very hard striving to meet the highest expectations that our guest have become accustom to while staying with us. I hope to see you and your family again as your travels bring ya’ll back to our beautiful Smoky Mountains and the surrounding area. Don Ward

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Reviewed 23 October 2013

Very nice facilities. Staff was great. Conveniently located to walk everywhere in Gatlinburg. Only negative was the doors close so hard the neighbors keep waking you up. Will definitely stay again but hopefully will get quieter neighbors.

  • Stayed: October 2013, travelled as a couple
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1  Thank Mike H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 October 2013

First time there and really not happy, it was the sink that had a leak up udder the sink and it took the cleaning service awhile to clean the rooms,will probably not stay againits a half a mile to the shops on the strip

  • Stayed: October 2013, travelled as a couple
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1  Thank Susan G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 October 2013

I stayed in a 2 bedroom villa with my father for 4 nights. The villa was exactly as portrayed in the photographs on the website. It's spacious - the master bedroom has a very comfortable king bed, large flat screen TV, plenty of drawer space, full closet with a safe, a jacuzzi tub, vanity, shower stall and water closet. The second bedroom has two full beds, large flat screen TV, and closet. There's a second bathroom off the hall next to the second bedroom. Both bathrooms and jacuzzi had plenty of towels and lasted us the full 5 nights we were there with plenty to spare. The kitchen is very well appointed with full refrigerator, dishwasher, stove, large stackable washer/dryer in the closet in the kitchen, all small appliances you would need and dishes, silverware, pots, pans, cooking utensils - EVERYTHING you would ever need. There's a dining table that seats 6 easily. The living room was extremely comfortable and well decorated with a gas fireplace. The deck was accessed by sliding doors from both the living room and master bedroom. There is no daily housekeeping service, but we didn't need it since there's a dishwasher and washer/dryer in the villa. And we didn't have to worry about anyone coming into the villa. The staff was very friendly and said hello every time you saw them. The location was perfect. It is across the street from a very good pancake house, and is within walking distance to all the shops and restaurants in downtown Gatlinburg. Bubba Gump's is on the corner and Mellow Mushroom and Ol' Smoky Moonshine Holler are across the Parkway. It's a bit of a hike coming back up the hill to the hotel, but there is a trolley that runs continuously and stops by the hotel. I didn't have any problems with the walk. It's close enough to the Parkway to walk to everything, but far enough away to avoid traffic noise. The villa was IMMACULATE. I was very impressed with how clean and spacious it was. I didn't have to deal with the timeshare sales pitch - when picking up the 'parking pass' for the garage, I told the young lady that I was not traveling with my husband, I was with my 80+ year old father. That was that. No pressure to participate in the timeshare presentation.

  • Stayed: September 2013, travelled with family
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Thank Barbaralee45251
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HIClubSmokyMtn, General Manager at Holiday Inn Club Vacations Smoky Mountain Resort, responded to this reviewResponded 25 February 2014

Hello, Barbaralee45251
Thank you for your review of our resort and your experience staying with us. I apologize for such a late response. I want to assure you that your comments where read when we received them and any corrective actions where made if needed. I promise that we will continue to work very hard striving to meet the highest expectations that our guest have become accustom to while staying with us. I hope to see you and your family again as your travels bring ya’ll back to our beautiful Smoky Mountains and the surrounding area. Don Ward

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 October 2013

Balcony with nice view of mountains, babbling brook runs behind property, close to National Park, walking distance to many great restaurants. Room is good size with big jacuzzi tub in bathroom. Staff was very helpful. Parking is handy. I loved the remote control fireplace. Bed very comfortable. Washer/dryer is great to have. Room safe was big enough for both laptops we brought.

  • Stayed: September 2013, travelled as a couple
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1  Thank Paula G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HIClubSmokyMtn, General Manager at Holiday Inn Club Vacations Smoky Mountain Resort, responded to this reviewResponded 25 February 2014

Hello, Paula G
Thank you for your review of our resort and your experience staying with us. I apologize for such a late response. I want to assure you that your comments where read when we received them and any corrective actions where made if needed. I promise that we will continue to work very hard striving to meet the highest expectations that our guest have become accustom to while staying with us. I hope to see you and your family again as your travels bring ya’ll back to our beautiful Smoky Mountains and the surrounding area. Don Ward

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 October 2013

we spend 4 nights here and the units are very nice, the staff was extreme friendly and helpfull unfortunately the national park was closed and that was a great disapointment overall we had a nice a nice visit

Room Tip: ask for mountain view
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Stayed: October 2013, travelled as a couple
Thank lgtk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HIClubSmokyMtn, General Manager at Holiday Inn Club Vacations Smoky Mountain Resort, responded to this reviewResponded 25 February 2014

Hello, Lgtk
Thank you for your review of our resort and your experience staying with us. I apologize for such a late response. I want to assure you that your comments where read when we received them and any corrective actions where made if needed. I promise that we will continue to work very hard striving to meet the highest expectations that our guest have become accustom to while staying with us. I hope to see you and your family again as your travels bring ya’ll back to our beautiful Smoky Mountains and the surrounding area. Don Ward

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn Club Vacations Smoky Mountain Resort

Address: 404 Historic Nature Trl, Gatlinburg, TN 37738-3300
Phone Number:
Region: United States > Tennessee > Sevier County > Gatlinburg
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Spa Swimming Pool Wheelchair access
Hotel Style:
#2 Top resorts Hotel in Gatlinburg
#7 Romantic Hotel in Gatlinburg
#8 Family Hotel in Gatlinburg
Price Range: £126 - £480 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Holiday Inn Club Vacations Smoky Mountain Resort 3*
Number of rooms: 108
Official Description (provided by the hotel):
Located steps from downtown Gatlinburg and nestled below the breathtaking views of Smoky Mountain National Park, Smoky Mountain Resort is in the heart of it all! This popular and easygoing family resort offers the perfect location as well as an array of on-site amenities such as indoor & outdoor pools, hot tubs, fitness center, billiard room, an activity center and more. When you're ready for sites, you need only walk through the gates of the resort and you're in downtown Gatlinburg, where you can enjoy the area's best dining & shopping. If you are looking for fun adventures for the family, you've come to the right place. From mountain hiking, to white water rafting, to 1,300 feet aerial rides above the city, Gatlinburg has something for everyone! And don't forget the large variety of attractions available for the family to enjoy. After a busy day, return to Smoky Mountain Resort to rejuvenate in your spacious one or two-bedroom villa. All villas feature fully equipped kitchens, a separate living room & dining room area, a queen-size pullout sofa sleeper, an over sized spa tub and separate shower, a fireplace, a private screened porch, washer and dryer, plus televisions and a DVD/VCR player for those evenings in. Imagine having all the room you need to enjoy the things you love most about a great vacation! * Please note that the resort does not offer daily housekeeping services. Housekeeping services are available at the property for a fee. ... more   less 
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Also Known As:
Holiday Inn Club Vacations Gatlinburg-Smoky Mountain Hotel Gatlinburg

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