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Reviews (2,965)
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Reviewed September 13, 2017

Our family of 6 stayed at this resort Monday, August 14 through Friday, August 18, 2017. We booked a family suite that, according to the website, sleeps up to 6. There was a queen bed, a twin pull-out sofa, and a bunk bed with a queen on the bottom and twin on top. The overall room size was very narrow and average in length, making accommodations for 6 EXTREMELY tight! The bathroom layout was very awkward with the sink in the main living space, and the toilet and bathtub/shower in a separate (very small) room. The decor was done well in a rustic, log cabin feel. The water park itself was nice. Our kids enjoyed that feature, very much (our kids' ages were 18, 12, 11-year old twins). Everyone enjoyed themselves and experienced every single aspect of the water park: all the slides, the wave pool, lazy river, hot tub, and body board surfing area. We ordered food at the indoor pizza cafe. It took nearly 30 minutes to get single slices of pizza for each kid, and a pretzel. I felt this was far too long a wait for a venue that had only one other patron at the time we ordered our food. We did not eat at the in-house restaurant upstairs. The surrounding area, as always, did not disappoint. Our family went hiking in the Smokies, we had a picnic at the Chimneys picnic area, just inside the park, and we went putt-putt golfing at one of the dozens of mini-golf parks in the Pigeon Forge area. The hotel itself was clean, family-friendly, and surprisingly quiet given all the families with children that were staying at the resort. I would recommend this resort to families, but I would NOT recommend securing the one-room family suite. It's simply far too cramped to give you a nice vacation. We will likely try out a two-room family suite the next time we stay, or just book two standard, queen, adjoining rooms.

Room Tip: One-room family suite is TOO SMALL for more than 4 people, even though it says sleeps up to 6. Get the two-room suite, instead.
  • Stayed: August 2017, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank 218tammyv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WATS1424, Manager at Wilderness at the Smokies Resort, responded to this reviewResponded September 29, 2017

The Wilderness at the Smokies wishes to thank you for your comments and constructive feedback. We are continually striving to provide the best possible guest services and welcome our guest’s observations and experiences to help us pinpoint areas that need attention and those areas that are doing very well, so please accept our sincerest apologies for the issues you had on your recent stay with us. I want to take this time to assure you that the Directors and Managers of the resort and I have discussed your survey. Our goal is to use each of our guest’s comments and feedback to assist us in the training our staff and the continual improvement our services and facility. Our hope is you will give us another opportunity to regain your confidence and re-earn your business in the future.
Thank you;
Mario Plasencia
Executive Director of Rooms Division

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 12, 2017

We have been here several times and love it.

Entrance
Check in can be confusing. There is a time share desk and a hotel desk. The lines can be long but they go fast. Staff are friendly.

There is no valet or bell desk, but there are luggage carriers and plenty of parking.

Rooms
The hotel rooms are dated, but spacious. The larger ones have kitchens which is a real advantage. Rooms are comfortable.

Food
Not that great. The buffet place is mediocre and expensive. Grizzly's by the pool has greasy food like pizza and hamburgers. Big problem is that the only tables are just outside and they don't reserve them for the restaurant. So we saw families hold restaurant tables all day long with their towels and shoes without ever visiting. They should put "restaurant only" signs on the tables.

Also, they cheapen what is otherwise an excellent experience by only serving Pepsi products. Even in the deli they serve Pepsi Icees. This is a decent hotel and they should upgrade to Coke products.

Waterparks
Amazing and included in the price of your room. I could barely pull my kids away.

Activity Area
Buy the stay pass and the discounted points with it. Your kids will love you for it!


We love this place and will be back again. Will love it more if they upgrade to Coke products.

Room Tip: get a high floor close to the waterpark
  • Stayed: September 2017, travelled with family
    • Value
    • Cleanliness
    • Service
2  Thank angmohgao
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WATS1424, Manager at Wilderness at the Smokies Resort, responded to this reviewResponded September 29, 2017

The Wilderness at the Smokies wishes to thank you for your comments and constructive feedback. We are continually striving to provide the best possible guest services and welcome our guest’s observations and experiences to help us pinpoint areas that need attention and those areas that are doing very well. I shared your comments with the Director and Managers of the Food and Beverage department to assist in the continual training of the staff as well as improvement of our services and facility. We are pleased to hear that you and your family had such a great stay and we look forward to having you come back and enjoy our resort. Please visit our web-site often for news on specials and new additions at the Wilderness Resort.
Thank you;
Mario Plasencia
Executive Director of Rooms Division

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 12, 2017

We stayed two nights at this hotel, even in September the outdoor waterparks were open, although the water was quite cool. The room was a two queen bed, with pullout sofa. Room was clean and provided ample space. Bathroom was clean but on the small side, with the sink outside the bathroom. Our room overlooked the golf course, so not much of a view. Check-in was long, there was only one person working and a line of people at 9pm at night. Check-out was a breeze. The hotel is very large, so depending on where your room is located there could be quite a long walk. Lots of activity with different groups of people going on in the hotel, but once in the hotel room the noise level was minimal. Bed mattresses were okay, but are probably due for replacing in the near future. We would definitely stay here again. We stayed at the Stone Hill Lodge, and the shuttle back and forth was fast, hardly no waiting time.

  • Stayed: September 2017, travelled with family
    • Value
    • Location
    • Service
Thank Love2TravelUS
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WATS1424, Manager at Wilderness at the Smokies Resort, responded to this reviewResponded September 29, 2017

The Wilderness at the Smokies wishes to thank you for your comments and constructive feedback. We are continually striving to provide the best possible guest services and welcome our guest’s observations and experiences to help us pinpoint areas that need attention and those areas that are doing very well. We share all comments with our Directors and Managers who, in turn, utilize the guest feedback to assist in the continual training of the staff as well as improvement of our services and facility. We are pleased to hear that you and your family had such a great stay and we look forward to having you come back and enjoy our resort. Please visit our web-site often for news on specials and new additions at the Wilderness Resort.
Thank you;
Mario Plasencia
Executive Director of Rooms Division

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 11, 2017

This was an impromptu vacation bc of Hurrican Irma. We arrive at noon (check in isn't until 4p). Front desk lady was from Cape Coral, FL (where we are from). She was so kind, She gave us a room that was ready so that we didn't have to wait & I booked online so I paid $99 a night. She found me a deal for $79 a night! There are 3 water parks (2 outside, 1 inside). The part of the resort that we are in has the kiddie water park. Which works out for us bc of our 3 y.o. We played for not even an hour because the water was ice & it was windy. There was an arts & crafts area but we were too late to play there by the time we showed up. Across the street at the other part of the resort is where all the action is; the indoor water park (hot tub, wave pool, body boarding, fenced in baby area, big kid are, 3 slides, family pool with 3 basketball hoops), arcade, laser tag, zip lining etc. I was impressed with this massive dryer that you pay $3 for, 4 ppl enter & it dries/warms you up; absolutely genius!! Hurrican Irma is hitting GA, therefore, we can't leave like we expected to. I called downstairs & if I could book an extra night. The lady made sure no one had already booked the room we are in, no one did, so we get to stay in the same room, for the same price, for an extra night. Seeing as how we are here during the week & at a time where school is back in session, this place is not crowded at all. I can only imagine what this place looks like during vacation season bc it is def a place to bring the family!!!

Room Tip: Ask for the top floor so that you don't have to hear everyone above you having a tap dancing party!
  • Stayed: September 2017, travelled with family
    • Sleep Quality
    • Rooms
    • Service
Thank Ashlee B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WATS1424, Manager at Wilderness at the Smokies Resort, responded to this reviewResponded September 29, 2017

The Wilderness at the Smokies wishes to thank you for your comments and constructive feedback. We are continually striving to provide the best possible guest services and welcome our guest’s observations and experiences to help us pinpoint areas that need attention and those areas that are doing very well. We share all comments with our Directors and Managers who, in turn, utilize the guest feedback to assist in the continual training of the staff as well as improvement of our services and facility. We are pleased to hear that you and your family had such a great stay and we look forward to having you come back and enjoy our resort. Please visit our web-site often for news on specials and new additions at the Wilderness Resort.
Thank you;
Mario Plasencia
Executive Director of Rooms Division

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 11, 2017

The rooms at Wilderness were nice, and the house staff kept things very clean. That unfortunately was obliterated by the unprofessional front desk managers. The first night of our arrival, the 6th floor smelled like garbage in the hallway. We hailed down a staff person who claimed it was burnt popcorn in a microwave. That was far from the truth, and we had it worse the next morning. That hallway smelled like raw sewage, which is far worse. The front desk staff tried to pawn us off on the housekeeping staff, who cannot fix plumbing/maintenance issues. We refused to leave the counter until we were heard, but unfortunately discovered how little service we signed up for and how little Wilderness cares for its patrons after they pay. Melanie called and asked if our complaint had been made. She was more concerned with relieving the staff of their responsibilities than making our floor smell normal like the bottom three floors, and the lobby. So, she sweetly told her, "You don't have to worry about it. You're fine." And hung up. She pretended to listen and gave us the dreaded six word blow off "I'll see what I can do". Melanie never apologized, took the putrid smells seriously or valued our patronage. The tour bus wasn't leaving for another day, so we were stuck in the waste facility of our floor upstairs and left to tell the story. We spent as much time as we could shopping, at the movies or anywhere but there. The water park at the Stonehill Lodge across the street is always less crowded, and is friendly to families with children under age 10.

In summary, the turkey sandwich was the only food in the coffee shop that you can safely call a meal. There are however, plenty of coffee, pizza, candy and sugary drinks. All of the other restaurants serve $8 fried chicken and other fried stuff in small portions. There isn't any real food on the property, but if you take the bus across the street to the Stonehill Lodge, you can experience real food. That includes appetizers, vegetables, tasty deserts and cocktails. The best part of the dining experience you'll find is their greeter Latricia, and Tommy their very capable and pleasant waiter. If we do visit again in a few years, we'll definitely choose to stay at the Stonehill Lodge, and tip generously. We always do, despite the treatment we receive from management. As much as WIlderness charges, they should invest in some good management and maintenance employees. But, you can always save some money and stay at a different better hotel, and go to Dollywood up the road.

  • Stayed: July 2017, travelled with friends
    • Value
    • Cleanliness
    • Service
3  Thank KaiSims
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WATS1424, Manager at Wilderness at the Smokies Resort, responded to this reviewResponded September 29, 2017

The Wilderness at the Smokies wishes to thank you for your comments and constructive feedback. We are continually striving to provide the best possible guest services and welcome our guest’s observations and experiences to help us pinpoint areas that need attention and those areas that are doing very well, so please accept our sincerest apologies for the issues you had on your recent stay with us. I want to take this time to assure you that the Managers of the front desk and I have discussed your survey. Our goal is to use each of our guest’s comments and feedback to assist us in the training our staff and the continual improvement our services and facility. Our hope is you will give us another opportunity to regain your confidence and re-earn your business in the future.
Thank you;
Mario Plasencia
Executive Director of Rooms Division

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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