When we drive home from Florida a nice half way point is Gatlinburg. We love the cheesy shopping, great restaurants, and of course the hikes in the Smoky mountains. The past few years we stayed at the Bearskin Lodge and quite enjoyed our stay. This time however was a completely different matter. We arrived after driving 12 hours on fri march 14, we arrived at 3:30, our room was not ready. We sat at the fireplace and waited another half hour. We watched as others arrived and asked what floor they would like etc. Finally my husband went to the desk and asked about our room, they finally had one ready. I wonder if they forgot we were sitting right in front of them. Anyways not a big deal. We were happy to be back. The room was clean, comfortable, I love the fireplace, and the in room hot tub. Where our stay went horribly wrong happened at midnight. Water started pouring in from the ceiling over the hot tub. It woke us all with a splash. Water was streaming in. My husband moved the ceiling panel over and saw it was coming from a the hot tub pipes above us. We called down and alerted them. No one came to our room, we waited over and hour, when my husband had to call again.they said they went to went to the room above ours, but it was clear the leak was coming from some rusted pipes under their tub. I guess they just told the people above us not to use their tub. My husband asked for some extra towels which they provided. We had to clean all the water ourselves, and stuff the ceiling so the constant dripping water noises wouldn't keep us up all night. It was now 3 am. The next day we informed the front desk again, and told them we were going for breakfast and asking if anyone would be fixing anything. When we got back the room was clean. The panel replaced, however the wet towels were still stuffed in the ceiling as my husband checked. Around 5'pm someone called, they wanted to know if our ceiling was fixed. We told them we were out. The guy had no idea if anyone came to the room, he just saw the note about the leak. My husband asked to speak to a manager, he told us there are no managers around on the weekend. It was a sold out weekend and couldn't move us to another room. No manager on a sold out weekend. In the morning when my husband stopped by the front desk we were told a manager would be in soon, it was already 11 am. Sat night more water leaking, more being up all night. No one cared, no one called, no one apologized, no one knew if there was even a manager around, no one knew if the leak was fixed. When we checked out my husband was furious when asked 'how was your stay'" again no manager to speak to, we had a 12 hour drive with hardly any sleep for 2 nights, no one cared. The front desk lady gave us 50$ off our stay. Personally we shouldn't have had to pay anything. For 2 sleepless nights, no ones knows what's going on in that place. The customer service used to be so good. It's sad to say but we won't go back, it's obvious they can't handle any problems, no customer service, no manager on duty on a sold out weekend. My husband even said have a manager call us when one is in on Monday, of course we haven't heard from anyone. So instead of calling the Bearskin yet again to let them know of our horrible stay I will write it here. It's a nice hotel, but there are lots of nice hotels in Gatlinburg, and if this one doesn't care about repeat clients. Maybe the next will.
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- Also Known As:
- Bearskin Hotel On The River
- Bearskin Lodge Gatlinburg Tennessee
- Bearskin Lodge On The River Gatlinburg Tn