Reviews

Review Details

• Review fromRandi H

  Date: 05/15/2024

  2 stars

  Randi H

  Date: 05/15/2024

  All I will say when we arrived at Wilderness of the Smokies Stone Hill. Then experience was amazing checked us in early and so friendly. I have a 5lb service dog ADA licensed. This facility I will recommend. What I will nit recommend is the way my family and I were so disrespected by the pool manager. I had my service dog fully pouched in closed. She is for heart so she laid in her pouch not one bothered. 1hr or so in after her in the park in the lazy river. Oh at the lazy river my 10 year with disabilities he went under until my husband could grab him. Right in front of there life guard. Back to me and the ADA SERVICE DOG WAS MISS TREATED AND BULLED AND DEGRADED BY THE EMPLOYEES AT THE WILDERNESS OF THE SMOKIES WATER PARK. The pool manager with 2nother guys come up to me. We'll oh wait the manager walked right by me up the stairs looking for my service dog. I had to follow him up and be like this what all the trouble is about he said yes. Was super rude in front of my family that mind you 2 are autistic. So after I stormed down I went to the main lobby made a report that ADANSERVICE DOGS ARE ALLOWED ALL BUT SERGICAL AND ICU. Then the lady ask me what condition I had. I didn't have to answer but said heart and seziures. Then she told me I can't get on with my condition. They had 2 security guards come and I was in tears. They tried to make it ok with us passes to there games. If you have an ada animal stay at the Stone hill location. This facility think they can change rules FOR ADA So by offering me cards the thought they shut me up. Well yes because my childern was waiting on me to get back to our vacation. BBB will get this message.

  Wilderness at the Smokies

  Date: 05/22/2024

  Ms. ******** was upset that her service dog was not permitted to ride down our water slides. We explained to her that the service dog is permitted in the water park, but not in any water or on any attractions due to the health and safety of our other patrons as well as the safety of the service dog itself. Under the ADA service dogs are generally allowed to accompany their handlers in public places, including pool facilities. However due to both health and safety regulations (CDC) and company policy, no animals are allowed to enter the pools due to concerns about hygiene and contamination. While Wilderness at the Smokies is open to the public, it is privately owned. When establishing our company policy, careful consideration of the health and safety of all our guests is taken into consideration. Service animals are allowed in all other pool facilities including the pool decks, but not in the pools or slides as slides discharge into catch pools. Ms. ******** was issued compensation in the form of passes to our dry attractions and arcade games as a show of customer service for any misunderstanding.

• Review fromTracy L

  Date: 04/20/2024

  1 star

  Tracy L

  Date: 04/20/2024

  My grandson, has autism and requires special dietary accommodations. Unfortunately, during our stay, he was denied access to the common areas of the hotel. This was distressing for him and deeply concerning for our entire family. My family was told we would have to eat back in the room - or - at least just my grandson would because his dietary foods required for his disability could not be brought into the common area because of the$ sale of food in those areas. All while my family was purchasing (4) other meals from this food court area. I understand that managing a hotel involves various challenges, but denying access to common areas based on disability is not only discriminatory but also a violation of his rights under the Americans with Disabilities Act (ADA). Additionally, refusing to accommodate his special dietary needs is unacceptable. To pay $964.29 to be discriminated against is disheartening and being told to eat in your room and not be able to access the common area like all those without a disability is basically unheard of these days.... My daughter has been in tears today because my grandson has never been denied access to any area of a resort we have stayed at in the past due to his special dietary needs. Our entire family has been hurt and broken hearted over this - as you can imagine we love our children and regardless of disabilities no person should be treated in this way. We picked this resort believing that it would be a family oriented facility that would be "fun" for our family - and it has been everything but fun and to waste our hard earned vacation resources to only be treated this way has for sure left a very sour taste in the use of Wilderness at The Smokies resort moving forward.

  Wilderness at the Smokies

  Date: 04/22/2024

  Ms. **** was contacted by our resort management team. We have apologized to Ms. **** and her family for the miscommunication they received while here at the resort. At this time, we are reviewing policies and procedures with our staff to reiterate proper training for all guest requests and needs. Ms. **** was assured by our management team that we will address the issues appropriately and was satisfied after our conversation.

• Review fromDrinesha J

  Date: 02/19/2024

  2 stars

  Drinesha J

  Date: 02/19/2024

  This is my first time coming to wilderness at the smokies. I stayed in stone hill lodge. I checked in @11:30am. I have received 3 calls from front desk saying an alarm was pulled when there is no security alarm other than a smoke alarm. The described the alarm and said a siren noise should be sounding but it wasn’t any in the room nor was their any noise. They kept insisting on coming to the room. I told the front desk rep that there was no need to send anyone and she said ok but someone still came up. @7:30pm I get a call from front desk AGAIN with another accusation of a 911 call be placed. I’m so confused with everything happening so I asked could this happen and was told it was a 911 button on the phone (not true). When I explained there was no button she then said it was physically dialed which I don’t understand because we were on the balcony. Once AGAIN im being told someone has to come up to the room to do a check of the room. I feel very targeted being a young black woman. Every time I denied for someone to come I was told they have to come check. I asked to speak with a manager and was told there’s no manager on site. This is ridiculous. I feel like many excuses were made to see how many people were staying in the room.

  Wilderness at the Smokies

  Date: 02/20/2024

  Our senior resort manager reached out and spoke with Ms. ******* The issues mentioned are being investigated to determine if there is an issue with our outgoing phone system. We do apologize for any inconvenience to the guest and have provided Ms. ****** with direct contact information to our resort management team to assist directly with her next reservation.

• Review fromG'Lellier M

  Date: 11/12/2023

  2 stars

  G'Lellier M

  Date: 11/12/2023

  We have been coming to Wilderness for approximately 10 years now. This is probably the first time I have been very dissatisfied with how things were handled when an issue was brought to the attention of staff. We visited Nov 9-12, 2023 for my youngest daughters birthday with her two best friends. We stayed in Stone Hill in room 24024. We had been out for the day and swimming and came back to find that one of the girls’ entire bag was saturated in something wet and a large area approx 3ft x 1ft of the carpet under the AC/heat unit was also soaked. I notified the staff that the floor was soaked and so was all of the clothes in the bag that had been in the floor by the unit and they told me that there wasn’t anything they could do unless maintenance came to check the unit to make sure that’s where it was coming from. The gentleman in maintenance came and let me know right away at the door that there really wasn’t anything he could do because it would require taking out the unit and reframing it in the wall because the units were old and they tilted inward causing the condensation to leak into the room instead of out onto the balcony. But he stated that he could come into the room to look but that’s what it was. He walked into the room and stood by the unit while I showed him and allow him to feel just how soaked the clothes were. And I once again told him that because it soaked everything in her bag, she didn’t have anything to wear the next day!! He stated that he would write it down to be looked at/checked. But that still didn’t fix the fact that she didn’t have anything to wear. It had ruined her clothes. There was no attempt to rectify the issue or any offer to clean the clothes or even give her clothes to wear in place of the ones that got soaked. No offer to change rooms. Nothing!! Her clothes were ruined. The room should not have been allowed to be stayed in if the unit was doing that. So very upset with this.

  Wilderness at the Smokies

  Date: 11/15/2023

  We are so sorry to hear about your issues during your stay. Our resort management team has attempted to reach you via the contact phone number on file. Please reach out to us at your earliest convenience so that we can come to a resolution on these matters. Thank you!

• Review fromCatherine G

  Date: 11/07/2023

  1 star

  Catherine G

  Date: 11/07/2023

  Good morning, our family comes yearly to Smokies and love it. This morning we were SO disappointed on how we were treated by a lady at the Coffee area. We had ordered our coffees and my child has a bad cough (was literally coughing at the counter)so I asked two times for an ice cup of water because they needed something cold on their throat and she refused. I don't even care if I had to pay for it, that was not the case! I go to Starbucks every morning and ALWAYS get an ice water so she was being rude. I asked her again and she said she was told to push the waters in the cooler. We probably spent over $1500 easy here this wknd and for her to refuse giving my Child a ice water while coughing to push a water in the cooler sale it put a really bad taste in my mouth about this place! I was there today at 8:50 am! We were planning to book this summer but after being treated like that I don't think I will ever spend a dime here! I also emailed them and never heard anything back! I never have wrote a bad review on anything but this just made me so upset I had to share! I was so disappointed! I saved my receipt and have the name of the person who treated us so rudely!

  Wilderness at the Smokies

  Date: 11/10/2023

  Thank you for taking the time to speak to us over the telephone about your concerns. I can assure you we are addressing this with the respective departments and we are happy we were able to come to a resolution on these matters. We hope to see you soon!

• Review fromBrad M

  Date: 07/18/2023

  1 star
  Horrible. My kids were ao excited to go they have been watching utube on the slides there. I have 2 boys that are autistic and they were nothing but rude. We got there they said our room should be ready at 3 latest 330 they would text at almost 5 we called and they said they were just finnishing up im not sure what they cleaned because our room was dirty. Tub was hairy and dirty along with sinks. They said everything was open at riverlodge till 11pm and sit down dining wad at riverlodge nope not true. We were at line at the store deli at 1030 they turned the lights off and said were closed bar said open till 11 we went at 1030 they said were closed. Pizza 1st night we left 10 messages on our phone becase hotel phone wouldnt work finally after a hr of calling they answered at 11 and said closed. 2nd night tried pizza she said they add 18% tip on it okay but she asked if we needed change we said yes pizza lady came i had 60 i told her the tip was in the bill and sh asked if i wanted to give the rest of change from the 60 for another tip!! It was 100 each day for gross lunch and about 130 for gross dinner if they were open!! Elevator opened we started walking out and it slammed shut on my wifes arm which caused her to drop funnel cakes and also left a huge bruse. Went to get new funnel cake told them what happened and they said sorry ni refunds so out 15 had to buy 2more. Burger was raw from the bar! Wife was in baby pool with out girls git pushed by kids running by tripped over little ledge scrapoed both knees chin and elbow and sprained her ankle. Camera went flying. Lifeguard was right there saw everthing never said a word!reported it did nithing! Son got cuts all over legs from lazy river its gritty! Poolwas taken over by teens and adult men playing basketball and dogeball throwing the hard balls at us and telling us to get out of the way. Lifeguard did nithing. Kids were scared to go anywhere by the . I WANT ALL OF MY MONEY BACK ! Paid over 3000 for rude people

• Review fromChrista N

  Date: 07/06/2023

  3 stars
  Our stay at Wilderness at the Smokies was great for the most part. They have a partnership with Wyndam hotels/resorts. After being nagged about going to one of the time share meetings for two days I finally agreed to go. That’s when things went downhill. I was asked to verify my information because they forgot to complete my profile. Moments later I got a notification of an inquiry on my credit report (I could not see the iPad so I had no idea the guy was running a credit card application). When I asked if he ran my credit report I was told no they would need my permission to do so. As I follow up on the inquiry I get a notification of a new Wyndam Rewards credit card. The lady I was speaking with then goes and says something to the guy at the desk. He then comes over and apologizes trying to make it seem as if it was an accident. I’ve been to a meeting like this before and at no point and time was my credit run so I didn’t expect nor did I agree to it. It’s not as if he signed me up for text messages it was a whole credit card application. And then said to just close it out as if that would erase what he had done. That entire experience left a bad taste. I have no doubt it wasn’t the first time he’s done that the difference is he didn’t think I’d find out about it while I was there. A week later and I’m still receiving stuff about credit cards I didn’t approve applying for. It was very unprofessional, deceptive and fraudulent.

• Review fromLakin C

  Date: 06/26/2022

  3 stars

  Lakin C

  Date: 06/26/2022

  Our stay was not bad! We arrived at 12 and our room was already ready when we weren't expecting it to be ready until 4! So that was great! At signing in we where told we where available for a promotion to get a 2 night free stay along with a visa card! Sounds great my babies where super pumped that we where going to get to come and stay for free again! We spoke to the lady about it for nearly an hour! She said she would call us with the best time to do it for the next day! So we went ahead up to our room got ready and headed to the water park. We never received a call. So as my children and I where getting changed, my husband went down stairs to talk to her, she was already gone for the day so he spoke to another person. Again for about 30 to 40 minutes.They said that once again we could come down in the morning to do the tour of the new building to get out free stay! Kids are excited as where we! The next morning we got up at 7 so we could get ready and eat breakfast and be there by 8:15 as we where told to do. When we went down there it was a gentleman and he said we where not eligible for that promotion because of our zipcode. So after spending 2 days talking and getting talked in to how great this would be got all of my kids excited we then where let down because of our zip code. Not to mention alot of people from our area go there. Unprofessional to say the least! If we where not eligible it should have been known upon check in when we where told we where. Our room was clean and great but I hate that the customer service is very unorganized and we has 3 very upset kids.

  Wilderness at the Smokies

  Date: 07/07/2022

  Dear C. Family,
  
  Thank you for your feedback. We can assure you your comments will be taken into consideration for future improvements and developments. Your review has been passed along to our Resort Management team here at Wilderness at the Smokies. We hope that you will stay with us again soon and thank you for your commentary.
  
  Wilderness at the Smokies

• Review fromJames F.

  Date: 05/28/2022

  5 stars

  James F.

  Date: 05/28/2022

  Very nice staff always happy to help and this hotel has some very nice pools.

  Wilderness at the Smokies

  Date: 06/04/2022

  The Resort Management team thanks you for your feedback, and we hope you will return to Wilderness at the Smokies soon!