Westgate Resort with beautiful mountain views, Smoky Mountain National Park

The communication with the host was amazing all the way up until check in. She was responding in less than an hour with every question I had. But when i reached out due to some issues during check in I didn’t hear anything back until late the next day. When I arrived to check in it was not for the room I had booked for. I was told it wasn’t an adjoining room as I asked to make sure before. The room we were assigned was adjoining to 4 other rooms. Also we were told that our room would be assigned within a certain range of buildings and that wasn’t the case either. We were in the building all the way at the top but on the first floor blocked by dumpsters with no view. The room had only 1 tiny window and it was in the bedroom. There was construction going on so the window backed out to loud construction and all the air conditioning units for that side of the building. When we went back to the lobby to request a different room we were told this is the room that was booked for you and they didn’t have another room to move us to. We went back and forth with staff and a manager for almost 30mins. They were insisting they were fully booked and had no availability. When we offered to pay more money for a better room the manager then said I’ll be back. Came back 2mins later and said we found a room for you but it won’t be ready until later this evening and that it’s a outdated room. The rooms bath tub didn’t work, shower pressure was horrible, and it had a stink bug infestation.

We arrived about 5:45 and our room was not ready like the website says (4:00PM). We weren't able to get in our room until 6:30. The only other issue we had was we weren't aware that this room was an adjoining room. The noise level was pretty high as one of the adjoining rooms had a big dog and a baby. We also thought there were 2 beds in the bedroom in addition to the sleeper sofa and there was only 1. Overall the stay was fine, but more clear description is encouraged because had we known these things, we likely would not have booked this room.

We had a wonderful stay at Westgate Gatlinburg. The host was very helpful and responsive. There were a lot more supplies in the kitchen than I expected which was great. The pool water was a bit cold when it was chilly outside but on the warmer days it was much better.

They didnt have our reservation when we arrived due to an error by the property manager. I know she didnt mean to- but we had 2 kids and a dog sitting in the car for 2 hours waiting for them to get it straightened out. We missed our dinner show we had bought tickets for in advance and could not get a refund. This was Christmas Day so we had to order pizza.The room had 2 queen beds instead of 1 king bed, and we were not aware of a $50 a day pet fee. This resort is lovely we have stayed here many times. I just hope the property manager fixes a couple of issues. They were very apologetic and kind, but we did lose money due to the mix up, and had a pet fee we werent prepared for.