Was nasty checked out the same day I checked in.. because there were roaches in the room

Was nasty checked out the same day I checked in.. because there were roaches in the room

After only 10 minutes of walking around the room after check in we noticed a lot of things that were not acceptable. The carpet in the area around the balcony door (~10sqft) was soaking wet. From the carpet being soaked, part of it was completely pulled away from the wall (the portion where it was going up the wall acting as trim). Immediately we noticed the mold that was black in color in this spot. The toilet was also stopped up. We called down to the desk to address the wet carpet, toilet and mold. The receptionist’s response to the carpet being wet was, and I quote “yes from the rain the last two days”. I said “okay, well the toilet is also stopped up” and she replied “there’s a plunger at the desk”. I then said there is also mold behind the carpet that has pulled away from the wall where it is wet and she said, again “yes from the rain the last two days”. It was obvious this amount of mold was not just from the last two days. We immediately contacted hotels.com to remediate the situation as staff was not even willing to help and they have been a good at trying to assist in any way they can. They were full and couldn’t move our rooms so we had no choice but to stay. The window seal above where the carpet was wet was disgusting, leaking (over a three day period we witnessed this several times) and a mold spot popped up under the window on the wall (where I’m assuming they have tried to clean it and it keeps coming back).

After only 10 minutes of walking around the room after check in we noticed a lot of things that were not acceptable. The carpet in the area around the balcony door (~10sqft) was soaking wet. From the carpet being soaked, part of it was completely pulled away from the wall (the portion where it was going up the wall acting as trim). Immediately we noticed the mold that was black in color in this spot. The toilet was also stopped up. We called down to the desk to address the wet carpet, toilet and mold. The receptionist’s response to the carpet being wet was, and I quote “yes from the rain the last two days”. I said “okay, well the toilet is also stopped up” and she replied “there’s a plunger at the desk”. I then said there is also mold behind the carpet that has pulled away from the wall where it is wet and she said, again “yes from the rain the last two days”. It was obvious this amount of mold was not just from the last two days. We immediately contacted hotels.com to remediate the situation as staff was not even willing to help and they have been a good at trying to assist in any way they can. They were full and couldn’t move our rooms so we had no choice but to stay. The window seal above where the carpet was wet was disgusting, leaking (over a three day period we witnessed this several times) and a mold spot popped up under the window on the wall (where I’m assuming they have tried to clean it and it keeps coming back).

Perfect for our anniversary getaway! Hotel has become our favorite go to place now when we visit!! Always a pleasure and always clean. Highly recommend it to everyone who wants a comfortable hotel in the middle of downtown Gatlinburg. Within walking distance to everything.

This property needs some serious updating. The homes behind the hotel are concerning, witnessed several people pull into the parking lot, walk back to the house and come back rather quickly to leave. Doesn't make a good image for the hotel. Breakfast was very limited and didn't taste very fresh. Bed linens were dirty and very wrinkled.

Very good

Check in was easy, but parking was terrible. After check in we went to our room to only was it not as described it smelled terrible of mold and dampness. Is was musty and gross. When we went to ask to be moved was told no other rooms where available. It was 330/4 am so we where limited on options at this point. The beds where absolutely disgusting there was what looked like blood stains , the sink was dirty. After waking up we all felt sick from the musty room. While getting ready to pack up a cleaning person walked right in!! No knocking or warning just came right in the room while we where showering and getting ready. Absolutely would never recommend, had we had time I would have canceled and booked a different place.

We loved the balcony, saw bear walking down the river bank. Room seemed to be musty.

front desk staff was very professional. loud...you can hear everything in the next room! thin walls!

Old dated hotel. Room was musty. Needs a refresh. Good location on the river.

Convenient location. Very clean. River view balcony was great. Great stay for the price we paid. It way above my expectations.

Our room was great! It was much larger than expected. The bed was comfortable. We were in walking distance for everything. We will definitely stay here again.

Our room was great! It was much larger than expected. The bed was comfortable. We were in walking distance for everything. We will definitely stay here again.

I am very upset with this hotel because I checked out 3 days ago and have called each day about 2 swimsuits and a pillow that we left behind. We know the 2 swimsuits were left hanging on the back of the bathroom door and the pillow was left on the bed and they are claiming there is nothing there. These items were not cheap and it’s evident that someone is keeping it for themselves. Very disappointed with Sure Stay and do not plan on returning.

I am very upset with this hotel because I checked out 3 days ago and have called each day about 2 swimsuits and a pillow that we left behind. We know the 2 swimsuits were left hanging on the back of the bathroom door and the pillow was left on the bed and they are claiming there is nothing there. These items were not cheap and it’s evident that someone is keeping it for themselves. Very disappointed with Sure Stay and do not plan on returning.

this place was worth the stay nothing bad from our day there.

this place was worth the stay nothing bad from our day there.

Very nice unexpected room size comfortable clean convenient

Very nice unexpected room size comfortable clean convenient

1st day there saw a bear come out from the cabin behind it it was awesome breakfast was good, walkable everything is nearby, quiet and clean room was awesome in big

1st day there saw a bear come out from the cabin behind it it was awesome breakfast was good, walkable everything is nearby, quiet and clean room was awesome in big

This is an old facility. Check-in was good. It’s relatively clean. Best feature is that it has a creek that flows behind it and the balcony in the rooms. Breakfast area was clean and breakfast was ok. Last day we had an uninvited guess in the shower-bug. I brought it up to The attention of the staff. Nd they assured me they would tpour bleach down the drain and that the hotel gets sprayed twice a month. W

This is an old facility. Check-in was good. It’s relatively clean. Best feature is that it has a creek that flows behind it and the balcony in the rooms. Breakfast area was clean and breakfast was ok. Last day we had an uninvited guess in the shower-bug. I brought it up to The attention of the staff. Nd they assured me they would tpour bleach down the drain and that the hotel gets sprayed twice a month. W

The only issue was they didn't clean the boogers off the bathroom wall from a previous renter. but overall it's decently priced and the location is great.

The only issue was they didn't clean the boogers off the bathroom wall from a previous renter. but overall it's decently priced and the location is great.

Staff was friendly, rooms were clean, good price, lots of space for entire family. The only negatives for me were the timing of breakfast, smell of cleaning products, and the mildew on the ceiling in the bathroom. Overall not bad.

Staff was friendly, rooms were clean, good price, lots of space for entire family. The only negatives for me were the timing of breakfast, smell of cleaning products, and the mildew on the ceiling in the bathroom. Overall not bad.

Check in was a breeze, room was spacious and clean, breakfast was great.The location was great also.

Check in was a breeze, room was spacious and clean, breakfast was great.The location was great also.

Overall, it’s an good hotel for the price and location. The room was okay. Nothing fancy. The bad thing is we had a cockroach in our room. After our stay, we told the man at the front desk and he didn’t care. Which leed me to believe it’s common in this hotel…

Overall, it’s an good hotel for the price and location. The room was okay. Nothing fancy. The bad thing is we had a cockroach in our room. After our stay, we told the man at the front desk and he didn’t care. Which leed me to believe it’s common in this hotel…