Quality Inn & Suites

401 Hemlock Street | Gatlinburg, TN 37738-3009  [SEE MAP]Gatlinburg, TN  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 2

Don't be suckered in by the price - stay away!

Aug 5th, 2020

We are generally easy going, simple people without the need for fancy accommodations. So when I saw this hotel was 4 stars on TripAdvisor and and a great rate, I did not hesitate to book. First the positives, decently located in downtown Gatlinburg on the main drag but at the end and far from the busiest section, which I was fine with. The rooms (not the bathroom) was spacious and had faux hard wood floors instead of carpeting which I liked. That is where the positives end. The lobby smelled like damp, musty carpet and the man that checked us in was wearing a hat that said "God must love stupid people, he sure made a lot of them", which both things were minor but noticeable that this wasn't the typical hotel. Our room was outdated (which is fine) but filthy, the walls had dark finger prints and liquid platter stains (maybe coffee?) everywhere and the bed coverings were stained. In hindsight we should have left immediately. Additionally, there was no option for "do not disturb" despite being in a pandemic.The housekeeper entered our room every day but it was hard to figure out why, we got fresh towels but never got coffee replenished and the beds were sometimes half made or not at all. I would have preferred no one entered our room and am not sure why they did considering the little that was done. The usual complimentary breakfast was modified due to COVID and consisted of a brown bag with a granola bar and muffin. Oranges, apples and yogurt were also available which I guess was fine. The last 2 days of our stay the elevator broke, we were on the 6th floor and had to make multiple trips to check out. My husband also helped an elderly couple checking in to the 6th floor with their belongings, no help was offered to anyone. Upon checkout I complained to the woman (who was not wearing a mask) and said that I would appreciate some sort of refund as this stay was just not up to our already low expectations. She told me I would be getting an email from Mike, the manager but have not heard anything. I also sent an email to corporate without a response and completed a survey. As a frequent traveler who is easily satisfied, this is the first time I was disappointed in the rating on TripAdvisor. I honestly don't know how it is above a 2. Take my advice and stay away from this hotel. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 4

Great stay for a great price!

Jul 27th, 2020

We would have given this a 5 star, except it could have been cleaner and there were many smokers on the balconies. Otherwise, great location, great view, and great staff, especially Dennnis the night watchman! Request the higher floors to avoid bears! We saw one run through the parking lot! TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Overall Just OK

Jul 23rd, 2020

Our overall experience was just okay. It wasn't great, but it wasn't horrible either. The rooms were larger than the average hotel room, Including closet space, small cushioned chair, small table and chairs and a vanity. The beds were clean and comfortable. The bathroom was quite small and just seemed old. The breakfast was sparse, coffee, yogurt and muffins. The man that worked overnight and early morning was very helpful and friendly. However, the man who worked afternoon and early evening was very cold and not pleasant. Overall it's an average hotel. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

JUST RIGHT

Jul 17th, 2020

Very large comfortable room. Hardwood floors helped us feel clean and safe. Super comfortable beds made for great night's sleep. Pool area was lots of fun. Balcony overlooking the grounds and roller coaster across the street was where we spent most of our time while at the hotel. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Disappointed with awful customer service

Jul 15th, 2020

Checking in with two vehicles after 9 pm midweek, the hotel parking lot was not even close to full. COVID restrictions have severely limited travel in the area. The front office smelled very smokey and musty. The rude man at the front desk informed us that only one vehicle per room was allowed in their lot, but begrudgingly “allowed” us to stay, adding that if we had checked in on Friday instead of Wednesday, we would not be allowed. Seriously? After this, we We were given a stale smelling pet room, even though we did not have a pet. The old style room is in desperate need of updating, and we are disappointed. But even this could be overlooked if not for the rude check-in experience. There are multiple places to stay in Gatlinburg, and people are generally very welcoming and friendly. But not at this hotel. We will not be back, whether traveling in one vehicle or two. TRIPADVISOR.COM USER 

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