Westgate Smoky Mountain Resort & Water Park

Recent Reviews: 3558

• User:Laurie E W

  Trip type: Family

  Not your best experience

  21 Sept 2026

  Check in was long and made longer by being a VIP. That meant our keys were whisked away to the other side of the room and we had to stand in line for another 10 minutes. We had travelled 8 hours and had food in the car. Once we reached the desk we briefly listened to the set appointment time win prize and we will sell you a timeshare. Explained we had just spent 2 years getting out of Marriott timeshares and were not interested. She was exasperated. Have us our keys telling us were in a sought after unit - that was it. Turns out we were on the third floor of a unit that has no elevator. When my husband was dragging the last load up a staff member drove by and said that a concierge could have helped. No one had shared that information. While unpacking the doorbell range and the people outside said we have these two units but our keys don’t work. They eventually returned to check in to work it out. There are no photon the unit so could only use text messages to communicate with staff. We realized no one told us what time we had to check out or how to use the resort wide free transportation. The next issue became lack of internet access in our unit. After two days of requesting information, I received a call from IT. Apparently after the fires 10 years ago this building did not burn. They know there is a problem with the cables but can’t fix it. It does mot seem to be full here, so why would you put them in a unit that you know doesn’t have working WiFi. If you can’t figure it out for the two buildings affected, why not get starlink for those buildings instead of making IT call and apologize? We got this unit through an exchange and although it is close to all we want to do, I doubt we will return here General Manager, General Manager at Westgate Smoky Mountain Resort & Water Park, responded to this review Hello Laurie, Thank you for taking the time to share your feedback. We're sorry to hear that your experience fell below expectations, and we’ll ensure these concerns are reviewed as we continue to improve. We appreciate you bringing this to our attention, and we encourage you to reach out to our team at Westgate.CustomerCare@westgateresorts.com so we can learn more.The Westgate Smoky Mountain Resort & Water Park Team

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• User:Sheila N

  Trip type: Family

  Beautiful Resort and top notch service

  15 Sept 2026

  I just wanted to comment on the amazing service we received during our stay at the beautiful resort. Everything started off on the right foot when we checked in. Although the wait was long, the atmosphere of the check in lobby made it seem effortless. The lady at the door, I believe her name was Jesse, was very helpful with questions we had prior to check in. But the person I want to compliment the most was the sweet young lady at the discount ticket booth, Erin. She was very bubbly, very friendly, and helped get us into Stampede where we ended up in great seats. We came back for tickets a few times during our stay. We had a great time visiting with her each time. Erin deserves praise and a raise. Top notch customer service. She needs to be the example of what customer service should be. General Manager, General Manager at Westgate Smoky Mountain Resort & Water Park, responded to this review Hello Sheila,Thank you for taking the time to leave such a thoughtful review. We are delighted that Erin’s helpful service added so much to your stay and even helped set you up for a great night at Dolly Parton's Stampede. We also appreciate your kind recognition of the team member who assisted you before check-in, and we are so pleased you felt well cared for throughout your visit. We hope to welcome you back to Westgate Smoky Mountain Resort & Water Park soon.With appreciation,The Westgate Smoky Mountain Resort & Water Park Team

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• User:Blakley S

  Trip type: Couples

  Expensive Stay, Poor Service, and Constant Timeshare Pressure

  06 Sept 2026

  I would strongly recommend considering alternative accommodations when visiting the Smoky Mountains.I have stayed at several hotels and resorts in the Gatlinburg area over the years, but for my birthday trip I decided to spend more and book a stay at Westgate Resort. Unfortunately, this ended up being one of the most disappointing lodging experiences I have had in the area, particularly when considering the price.Upon arrival, I was assigned a room at the far end and lowest section of the property. Contrary to the impression I received from the marketing photos, I did not have mountain views or a balcony overlooking the Smokies. Instead, reaching the building required carrying luggage and groceries up a steep incline because there was no vehicle access directly in front of the unit. My room was also located on the upper floor of the building without elevator access, which could present significant challenges for guests with mobility limitations.The resort is pet-friendly, which may be a positive feature for some travelers. However, during my stay, a neighboring dog barked frequently whenever we entered or exited the building. Because my unit was located near the base of the mountain and close to the roadway, I was also subjected to constant traffic noise, including loud motorcycles and trucks late into the night. As a result, I got very little sleep.After the first night, I visited Guest Services at approximately 8:00 a.m. to request assistance or inquire about the possibility of relocating to a quieter room. I was informed that no manager was available on site and that the employee did not have the authority to address my concerns. I was asked to return several hours later. At the same time, I was reminded of the importance of attending the resort's 90-minute timeshare presentation.One of the most frustrating aspects of the experience was the emphasis placed on "VIP" status and promotional presentations while legitimate guest concerns seemed to receive much less attention. In my experience, the VIP designation appeared to function primarily as a lead-in to a timeshare sales presentation rather than as a meaningful enhancement to the guest experience.For the premium price charged by this resort, I expected better accommodations, better responsiveness to customer concerns, and a stay that felt relaxing rather than stressful. Unfortunately, my birthday getaway did not live up to expectations, and I would not choose to stay here again.

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• User:Victoria W

  Trip type: Family

  Fun waterpark

  25 Aug 2026

  We didn’t stay at the resort, but we visited the water park and had a great experience overall. The lady at the front desk was wonderful, very friendly, helpful, and welcoming.The water park itself was great, and the kids had a lot of fun. My only concern was that I noticed several small roaches crawling around the lounge chairs. I moved to a different area, but then noticed them crawling on the ground there as well, even farther away from where I had originally been sitting. I understand that it is very humid inside the water park, so the moisture may attract them, but it was still concerning to see them around the seating areas.Overall, we enjoyed the water park and would visit again. I just hope they are able to address the roach issue because otherwise it was a really nice experience.

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• User:Christine L

  Trip type: Family

  Beautiful unique resort setting

  14 Aug 2026

  Beautiful resort set in a mountain, with winding roads going up and up, adorned by beautiful log cabin units. The views are spectacular from the scenic overlooks on property. It is very steep so walking the grounds is a challenge but they have a shuttle running constantly to take you down to the lobby and water park. Bears are commonly seen on property and security is present to help shoo them away. Sales people are constantly cruising up and down the mountain in golf carts, so you never feel alone or unsafe. The pool bar near mini golf has live musical which was very good. The Southern Comfort restaurant was good, but a little pricey and upscale offering slightly unusual food, making it a little undesirable for teens. The water park was very nice with 2 big waterslides for big kids and adults, lazy river, pool, hot tub, and kiddie splash pad. The pools and Waterpark do frequently shut down when there are passing thunderstorms in the area. The resort notifies you with text messages to your phone. The deli/market had a limited selection and short hours. It does not sell fresh made to order sandwiches or ice cream at night, which was a bummer. There is a convenient public transportation stop right at the resort so you can take the trolly to the main street in Gatlinburg and avoid paying $20 to park there. The purple line appears to run every 20 minutes or so. I didn't get to try it, but I wish I had. The Gatlinburg visitor center is right across the street where you can get parking passes for the national park. We stayed in a lock out room because we booked late and availability was limited. Unfortunately this room had no outside access and only a tiny window. The washer/dryer in the unit is a combo and extremely small. It only holds a few articles of clothing. It does a terrible job drying. No hair dryer in the room. Overall this is a beautiful and unique resort in a gorgeous natural setting. I hope to return one day.

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