I hate to write such a terrible review of this place because there were two employees here who were really helpful, seemed genuinely concerned and who did everything they could to make our stay better but this property has So Many problems that one or two people CANNOT fix them alone. This place is a dump...
A few weeks before our vacation was going to start I got a letter in the mail from David the exchange coordinator . I emailed him to express my concerns on some of the things I'd read about the resort and explained our desire to get into one of the newer buildings. He assured me he would note my requests and do what he could to get us the "Creekside" room I wanted. I knew already to avoid the Phase 1 rooms based on the horrible reviews and to make sure I got into one of the newer Phase 2 buildings.
We arrived optimistically on a Friday evening for checkin. The two women at the counter were unfriendly and very "matter of fact" in explaining that the two bedroom lockout I'd booked wasn't available but they were "upgrading" me to a two bedroom deluxe instead. I asked about the location and of course it was in Phase 1. I expressed my concerns and she assured me that the rooms were newly renovated and were in good shape.
As soon as I walked into my room (309) I was overwhelmed by the smell of mildew. My allergies went into overdrive immediately... I sucked down some Zyrtec, Sudafed and another H2 blocker and we walked a few blocks to downtown Gatlinburg to find dinner. We returned around 11pm and began getting ready for bed. The towel racks in one bathroom fell down on my kids as they tried to hang their towels. I noticed old banged up cabinetry everywhere, peeling wallpaper, botched paint, doors with holes and dings in them intermingled with new furniture, obviously some hardware upgrades, and a few other miscellaneous upgrades. I resolved to make it through the night and get it fixed first thing in the morning. As I started to unpack I began to notice that the drawers, shower and toilet were all covered in someone else's long strawberry blond hair. I'd brought along Lysol wipes, aerosol spray and a spray bottle of cleaner... I wiped it all down myself but I got to the tub and I noticed that inside of the jacuzzi jets were all black with mold & mildew... Then we looked at the shower curtain. Mold and/or mildew went up and down it. I was pretty pissed at this point. It was clear to me how bad the cleaning crew sucked. A moldy shower curtain is such an easy thing to fix! To top it all off the master toilet ran on and off every 60 seconds or so. I got absolutely no sleep that night. I had trouble breathing by the time I got outta there at 9am the next morning to walk up the street to the front desk to complain and get switched.
Poor Joe was working the front desk and I felt sorry for the guy... I overheard him talking about the volume of complaints he'd had already for the day. I explained my mold problem and requested a new room in the new building I presumed would have less problems. He was genuinely concerned and very kind. He got us moved into a phase 2 room (still not Creekside) that would be free of environmental hazards. He went through a copious list of notes and special requests left by David. Apparently the ladies who checked me in the previous day never read them at all or they just pretended they didn't.
We got our keys to room 516 just before noon and we moved all of our things over. I was relieved to open the front door and find that the musty smell of mold & mildew was not here too. Again, someone else's hair was all over the place. I called the front desk to let them know that we had completed our move and that the person who had cleaned my room an hour ago completely missed the toilets, shower stall, and most of the countertops. They offered to have someone else come and clean again but I opted to just do it myself so that I knew it was clean and whoevers pubic hairs were no longer all over the toilet I had to use this week. I was still kinda upset but oh well... We were stuck 6 more nights here. When we walked in there were a couple of gnats flying around the kitchen... Not a big deal initially, but an hour or so later we noticed black dots all over the wall in one spot. Dozens of them to be exact... There was a bug problem in this room. Rather than have them come in and spray pesticides everywhere we set out several cups of juice with a few drops of dish soap in them and we left for the lumberjack feud show. When we returned, most of the bugs had thankfully drowned themselves in the juice. Lysol spray actually took care of the rest but again, this is another problem that just shouldn't be.
Other than the bugs, the cobwebs in the corners, the thin layer of dust covering EVERYTHING and the hair all over the bathroom, this room was livable. Very strangely put together but livable after cleaning it. I could see the caulk all over the bathroom bubbling up in lots of places and in the beginning stages of mildewing. Who in their right mind puts wallpaper in a shower??? I don't care if it is above the cheap shower liner... Just another mold trap. This could have been a nice room but the combination of poor construction workmanship and the cleaning staff that doesn't care this place is going to be in a state of disrepair soon. The really old scratched up cabinets and bedroom furniture made these brand new rooms look old, dated and worn down. It reminds me of a project that went way over budget in the beginning and they balanced it out with used cabinetry and furniture from a flea market or something. Very Very disappointing...
Best things : My kids loved the free brown bear stuffed animals, the location was great, Joe was great, and David was helpful.
- Official Description (provided by the hotel):
- Welcome to Gatlinburg Town Square Nestled in the midst of the Great Smoky Mountains National Park, you'll find resort living in an area so vividly beautiful, walking through it is akin to moving through a painting. Gatlinburg Town Square and Town Village are ideally situated in the heart of Gatlinburg Tennessee, within easy walking distance to downtown and all the entertainment, shopping and nightlife only the Smokies could offer. Discover nature's gallery of mountain trails, pristine waterfalls and breathtaking mountain vistas, all on display and timelessly preserved for your family's enjoyment in The Great Smoky Mountains National Park, located less than a mile away. Whether you want to bask in the tranquility of the mountains, or discover the adventures that await within them, you are sure to find something to fit your vacation needs. As soon as you arrive at the resort, you'll find yourself adjusting to 'mountain time' as you gaze upon a three-story waterfall cascading down the stone tower beckoning you inside where you will be greeted by a resort team exuding the Southern hospitality for which this region is world famous. Let the vacation begin by lounging in front of your private fireplace or by grilling alongside our spring-fed creek. Here, you can indulge in the many attractions, such as in an aerial tram ride 2,675 feet above the city, and immerse yourself in the beauty of the Great Smoky Mountains. ... more less
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- Also Known As:
- Gatlinburg Town Square Hotel Gatlinburg
- Gatlinburg Town Square Resort