Holiday Inn Express Gatlinburg Downtown by IHG

We had a great time at this hotel and in Gatlinburg. Downtown’s most popular spots were probably a 5-10 minute walk away. The staff were friendly and easy to approach. Our room smelled fresh, was clean throughout, and had no dust. Even the bathroom tiles looked clean, and it was clear the staff put effort into the rooms. The shampoo, conditioner, and other products were good quality.

I knew about the taxes and the $25 hold on my credit card for the timeshare stay, but nobody told me there’d also be a location fee and a charge to use the mini waterpark. The person at the front desk should have made sure I knew all the costs when checking in. There was also a major ceiling leak right outside my room, though they fixed it pretty quickly.

Construction was happening at the property, but it didn’t get in the way of the friendly service or our enjoyment. Everyone, from the front desk gentlemen to the breakfast crew, was pleasant and approachable. Our room was clean, the pool area was fantastic, and breakfast was hot, delicious, and had plenty of variety. It was also convenient for walking to nearby shops. We don’t travel much, but after these two nights, we know Holiday Inn Express is a great Gatlinburg option when a cabin isn’t in the plans. We stopped here to break up a long drive from a family visit. The waterpark area brought some much-needed fun for all of us, including the young teen boys and Mom, and we left feeling relaxed and refreshed for the rest of the trip. A hot tub would be a nice extra for travelers wanting to relax. The powerful hot shower worked fine after an evening on the water slides, though.

I left feeling really let down. The manager offered us a free night at checkout after I went over the problems, and took my email to send a voucher, but nothing ever arrived. I’ve called several times since and nobody picks up. Earlier, the toilet in our room wouldn’t flush, and the water was shut off for half the day, so we couldn’t use the bathroom or shower. I reported it downstairs and was told maintenance would come, but no one showed up. Even getting pool towels meant a 30-minute wait at the front desk. Poor maintenance, communication, and follow-through made this a very bad stay. I wouldn’t recommend it.