Hilton Garden Inn Gatlinburg

We used to stay here often and always found the rooms comfortable and clean, with spotless bathrooms and everything working. The property was well maintained, quiet at night, and an easy walk from the strip. Staff service was consistently first class, friendly, helpful, and professional. We won't be back now that they charge for parking. Free parking was one of the perks of staying downtown, and they've joined the paid-parking bandwagon.

We hadn’t been to Gatlinburg since the 80s and 90s, so this hotel was new to us. After driving more than 1,500 miles through cold rain, it felt like a welcome shelter. We arrived late and headed out after breakfast the next morning, though we skipped the hotel breakfast to revisit our old pancake-house haunt. The lobby was comfortable and inviting on that rainy November evening. Our room had a fireplace we didn’t use. Even from the back of the hotel, looking over the parking lot, the mountain view in the morning was stunning. Most of Gatlinburg was within walking distance, and the pet fee was $75. The traffic and crowds have become crushing, so we may never return to town, but this stay was a welcome “port in the storm.”

The location was handy, within walking distance of the Gatlinburg strip and amenities, and most of the staff were accommodating. The shampoo and conditioner smelled heavenly. Manager Brianna was the bright spot: she offered a generous refund for our uncomfortable honeymoon stay. We’re still waiting for the money to return to our account, though, after calling the hotel hotline. There were a lot of problems. We were surprised by a $15 nightly parking charge that wasn’t listed on the website when we booked. Breakfast was horrible, and staff wouldn’t accommodate my no-salt dietary needs. The cook-to-order food came from the buffet instead of being freshly prepared. The halls were 80 degrees, even though it was that temperature outside, and felt hot and uncomfortable. The elevator shook like an earthquake when it stopped, and I eventually walked up and down to the fifth floor because I didn’t trust it. Other guests’ dogs had peed inside, and it hadn’t been cleaned, so we had to step over it. Brianna’s response is the only reason we might consider trying the hotel again.

The dinner menu wasn’t available online, but when we asked, someone said they’d make copies for us in a few minutes. The service culture was the best part: everyone was unusually friendly and helpful. We have an EV, and although there’s no charger on site, they put a cone out to hold a parking spot where we could plug in our own charger. We also asked about a shortcut to Parkway, and a staff member walked us out the back door and pointed the way.