SureStay Plus by Best Western Gatlinburg

Reviews

• JL

  James Lantz

  Oct 20, 2025
  1.0
  I have stayed at numerous best westerns and never had a bad experience.......till I stayed here.I was a little wary of staying here due to the mixed reviews but I did anyway. Room was clean "ish". Kinda like when you let your 12 year old clean the house.It had been vacuumed, the toilet and tub cleaned , and thats about it. Where the carpet ends and the door sill to go on the spider web covered balocony meets was a hairball and food crumbs. The window corners were covered in dirt, curtains were dirty with mold around the bottoms,and the doors where people put their hands were dirty and greasy . They appeared to have not been wiped down in a long time.We brought the situation to the front desks attention the next morning, when we went out for the day, figuring it would be taken care of. Nope. Upon returning later, they had made the beds not corrected any of the issues or even threw the breakfast plates that were on the counter by the trash can away.Meanwhile this stay cost me 80000 points! I really wish you could post pictures here. I have several. Note to the management: before you post that canned message you post under every review , recognize you have a major staff problem, fix it, and refund some points.
• AS

  amy simpson

  Oct 18, 2025
  1.0
  DON'T STAY HERE! Stayed here with my son and grandson recently. It's the dirtiest Best Western I've ever stayed at. There was mildew and mold on the ceiling. The floors hadn't been vacuumed or cleaned. Empty contact lense packs in the trashcan. Stains on sheets and blankets. Cobwebs on the ceiling. I immediately called the front desk upon entering, was offered the room next door, it was dirtier than the first room. Front desk didn't apologize. I was told that's all she had to offer me. She came and checked the room, agreed it was mildew and the room hadn't been cleaned, but made no effort to make our stay any better. She said she couldn't do anything but for me to speak to the mgr the next morning. It was late, the little one was exhausted and I felt I had no option but to stay as hotels were full. My son went down and asked for two clean blankets, she would only give him one. Next morning I went to the lobby hoping she would make things right. That didn't happen. She acknowledged they had a mildew problem, she said she was going make staff do a deep clean. How she thought future cleaning was going to improve my visit, I don't know. She didn't even apologize. Upon leaving a nearby door was open and was being "cleaned", the smoke and smell of marijuana wafting out the door. It had to be staff smoking. I've traveled all across this country and stayed at numerous Best Western because from my experience you could have confidence that at very least the room would be clean. That confidence is GONE. To say I'm disappointed is putting it mildly. This place needs new management or a bulldozer.
• LL

  Larry

  Oct 15, 2025
  5.0
  Have stayed here a few times. Rooms have always been good for us. They used to have a coffee maker in the room but did not on my latest visit. I wish they still had them but its not a huge deal. Nice balcony overlooking a creek. Breakfast is good. Good location. Will most likely stay here again.
• SD

  Sandy DiIenno

  Oct 10, 2025
  1.0
  I recently booked a room on October 3rd through the 4th using booking.com. Immediately after checking in we went to the room and noticed the smoke detector sitting on a table as well as bodily fluid stains, appearing to be semen, on every piece of furniture and the mirrors. Literally 15 minutes after checking in we went back to the front desk and asked for a refund. We showed pictures to the clerk and they were like “oh my” I’m sorry I can’t give you a refund because you went through a 3rd party but I can give you some towels to cover the stains. Or perhaps another room. I did not accept for I did not feel safe nor did I have confidence that any room in that building would be clean enough for my family. I needed a clean room because with me were my 2 young sons the youngest of which with a severe heart condition who cannot be exposed to unsanitary conditions. The desk attendant said I had to go through booking.com to get a refund. Tried that and they said the hotel could have and should have refunded. I wrote the hotel, booking.com, the president of the hotel group and still no one has responded or even cared about what happened. It was the worst hotel experience of my life. Do not even consider staying at this hotel. It is unclean and unsafe. Confirmation# 6281725640 We also have pictures to confirm everything that was stated here. The room was booked under my son in law Jacob Johnson. I paid for this with my card Sandy Diienno.
• KW

  Kayla Williams

  Oct 6, 2025
  3.0
  It's an older/outdated hotel but was a good value for the price compared to surrounding hotels. Staff was very pleasant and fun to speak with, great service and interaction from them all around! The hot breakfast was delicious and well stocked everyday. Coffee was also tasty. Cleanliness wasn't great but it was acceptable for us as we were gone most the time. If you are a high end clean freak- I would suggest another location. The room had a strong unpleasant odor (seemed like mold/mildew) that took a few days to get used to and never left. It had been basic/quick "cleaned" but it really needed a deep cleaning as there were splatter of some substance on the base of the beds and some walls, pretty dusty/dirtyish cabinets and drawers, and it looked like the fridge had some leaks from the water stains around the cabinet it sat on. Again, it is an older hotel and for the price/location I wouldn't expect much more. Bathrooms did seem redone and were exceptionally clean and nice with a spacious shower. The beds were comfortable, the sheets did have small stains on them, but seemed clean. We inspected the bed for crawling things and found nothing and no sign of anything but unfortunately we did discover the mattress protector was pretty gross in appearance with holes and tears... so not the most effective. If the mattress protectors were newer and sheets were free of stains, I would rate it a whole star higher because we are only there to sleep.