Southern Comfort - Westgate Resort

Great short stay at Westgate Smoky Mountain Resort. rooms beautiful and clean. Check in was a breeze.. Easy to get around resort. Southern Comfort Restaurant was very good. Convenient location between Gatlinburg and Pidgeon Forge. Will be back!

-I love this place, the views, the relax time you can enjoy, away from the noise and connected with the Creator and his creation. -The assistant and Concierge (Elena Izela), she was a blessing to us, and bilingual so my mother could receive/ understand all the information and benefits as well. Thank you very much to all of you. -I would love to have access to a physical Bible as usually you find in the Hotel rooms…

I’ve been a Westgate owner for over 30 years and this was the first time I was pleased with the rooms. Fortunately for my family and I. Fortunately Joshua Pierce, Freddy Dillion and rest of the maintenance crew along with Jessica at the front desk and the rest of the Westgate staff did a fantastic job at accommodating my family and I with our transition to our new upgraded rooms. Thanks to Westgate Resorts my family and I had a memorable experience to last a lifetime.

We had hot water issues at check in and the next day. Joshua Pierce in engineering and his helper came early the next morning and told us they had made necessary changes and line flushing and we should now have hot water. Joshua stuck around and tested all our faucets and showers (3 units) and made sure we did indeed have hot water in all our units. Thanks Joshua for your great attitude and service , helping make our family Christmas stay more enjoyable.

Great experience at Southern Comfort Restaurant! We had Jordan as our server and she was awesome. Her personality, skill and efficiency made for a terrific meal. I would request her section every time!

Great location and close to downtown Gatlinburg and Pigeon Forge. Our villa was very spacious, comfortable, and well equipped. The resort staff were very friendly and helpful. We stayed in the 7000 building and the views were amazing!

We ate at the Southern Comfort Restaurant. Jordan was our server and she was AWESOME. Very kind and knowledgeable about food. She didn't miss a beat on refills and order was just as we requested it. I would recommend both.

Had a few minor problems with the room—air conditioning not working, sink leaking…all of which were resolved promptly. Otherwise, a very nice room! Great concierge—Chris! Jordan was our waitress at Southern Comfort and was friendly and did a great job.

I had the most enjoyable stay at this resort. Such beautiful views and so many amenities on sight you won't want to leave! I also want to give a huge shout out to Destiny who works for Westgate and express how much I enjoyed learning the history of Westgate with her. She was such a pleasure and really left a wonderful impression on me. I look forward to seeing her the next time I come visit and appreciate all her efforts and hard work she does for Westgate. I highly recommend asking for Destiny at the preview center if you're interested in learning more about Westgate! Destiny is so professional and is deserving of a review all to herself just praising her as a person but I hope she knows how special she is. We will definitely be back at Westgate! 10/10 HIGHLY RECOMMEND!

We spent our Christmas vacation at Westgate in Gatlinburg and overall had a great experience. There truly was something for everyone in our group — ranging in age from 11 to 76. The location is perfectly situated between Gatlinburg and Pigeon Forge, which made it easy to explore both areas, and we also enjoyed spending time just exploring the property itself. Our favorite amenities were the infinity pool, fire pit, and water park. The on-site store was incredibly convenient for items we forgot, and getting around the property was surprisingly easy with very little internal traffic (unfortunately, the traffic outside the property is a different story). Check-in at the front desk was smooth and efficient. However, the biggest downside was the sales experience. We were immediately handed off to sales after check-in. What was presented as a 90-minute tour turned into nearly three hours. I clearly said “no” within the first five minutes, yet the presentation continued. I felt unheard and uncomfortable, especially after explaining that I was experiencing a medical flare-up and the pain was becoming unbearable from sitting so long. Despite this, the meeting continued, which felt inappropriate. That said, we are considering returning in 2026 with even more family because the property itself really does offer something for everyone. We sincerely hope that if we do return, the experience will not include such a pushy sales component, as that would make future stays far more enjoyable.

Loved the resort, it was an amazing stay. Staff are friendly and helpful. The restaurant at the resort the food was actually delicious, the collard greens I highly recommend. Unfortunately the water park was under improvement and not available which was the reason why we picked this resort. The room are beautiful with a fully stocked kitchen, the balcony views are amazing. The beds are comfy my only complaint is the tv are a bit outdated! No smart tvs, would have been nice to watch some Netflix while laying in bed and keep the kids entertained with YouTube. Besides that best stay I had while I was in Tennessee!

We have a timeshare here because we LOVE this resort SO MUCH!!! We have ONLY good things to say about this place. The water park is amazing. The customer service is superb, all of the amenities are so awesome. We’ve come and stayed on campus the entire time. Highly recommend it 🤗

Great place to stay; close to the strip and Pigeon Forge and Savierville. Comfortable and equipped living areas. We stay in elevator buuldings and towards to top when we visit 6000-8000 building. Wonderful spa (we do the couples massage with hot stones and serenity skin treatment). Enjoy social chit chat at the firepit at night overlooking the mountain. Nice views and an indoor water park and arcade and activities for kids (we did not have kids). We've been twice in the past 3 months. If you are not interested in time share, JUST SAY NO from the start!

My husband and I had a great spa experience here. All the staff were pleasant and very friendly. It was a really relaxing experience. Hannah did my facial and she was great. Highly recommend!

My husband and I stayed at Westgate Smoky Mountain Resort & Water Park for our baby moon. We both received our first ever professional massage at Serenity Spa Located on the property. I am 8 months pregnant and received a prenatal massage from Amber who did an amazing job throughout the massage and checked on me to make sure I was comfortable position wise and temperature wise. I upgraded to a serenity treatment and highly recommend for anyone thinking of a maternity massage. My husband received his massage by Mandy and he felt she did an amazing job, he upgraded to a deep tissue massage. When we were finished we were greeted with a fresh glass of water and advised to stay hydrated throughout the day and how we could potentially feel afterwords. I highly recommend for couples or anyone looking for a professional and great experience. Mel checked us out and added a personal friendly experience.

Our stay at Westgate Smokey Mountain Resort and water park was truly wonderful. The rooms were super clean, the service and staff were very helpful. We were able to get some discount tickets to some available areas and attractions (helicopter rides and mountain roller coaster ride). The views were breathtaking, they even have fire pits and a heated pool, spa services, a restaurant and general store, and a gym. Quick access to the craft loop of the smokies. The resort was located in a great spot between, Sevierville, and Pigeon Forge. We will be back. Highly recommend.

I had an amazing experience checking in and touring the property. Tonia, Kelly Coffey and Gavin had great customer service. They have a nice bar and restaurant where Melissa and Tony made great cocktails.

Jordan at the Southern Comfort!! We had an absolutely wonderful experience thanks to our amazing server, Jordan. From the moment we were seated, she went above and beyond to make our visit special. She greeted us with a genuine smile and immediately made us feel welcome. Jordan was attentive without ever hovering the perfect balance. Our drinks were always full, our food arrived right on time, and she checked in just when we needed her. She knew the menu inside and out, offering excellent recommendations that ended up being spot-on. What really stood out was her kindness and professionalism. Even when things got busy, she handled everything with calm confidence and a cheerful attitude. You could tell she truly cared about giving us the best experience possible. Jordan turned a regular dinner into something memorable. If every restaurant had someone like her, dining out would always be a joy. Thank you, Jordan — you’re exceptional!

Our stay was superb and my wife’s spa experience was amazing! She raved about her Serenity Facial with Hannah. Mel provided excellent service and assistance when she checked out. Hannah and Mel were personable and so kind! We highly recommend Westgate Smoky Mountain Resort & Water Park. We look forward to coming back again. Thank you Westgate Team!

My family and I go on three or four vacations a year and this is one of our favorites. You can’t beat the location so many great things to do in the area and great views. All but one staff member my family and I encountered were kind, welcoming, and eager to help. Our room was clean, cozy and very comfortable. The only negatives I can think of is one evening my wife and son went to the restaurant southern comfort on location to place a to go order and were ignored for 30 minutes just standing there until they just decided to leave. Second, we booked our room through capital one and we were disappointed to find out that the waterpark wasn’t included even though we paid resort fees. lastly the buses are great for getting around the resort but do struggle to get up the mountain, so you do hear motor noise throughout the evening. That being said, we still thoroughly enjoyed our vacation and are planning to return in the future.

The rooms were spotless, the staff was friendly, helpful and attentive. It was easy getting what we needed because we could text the staff directly. The tram on the property was convenient as well as the access to the trolley that goes downtown and to Pigeon Forge. We had a wonderful time and will be back soon!

We want to shout out Kurt Cobe! Amazingly hospitable shuttle bus driver, his tour around the property and general helpfulness made our stay great. -Our only issues with this stay were with the front desk, hence the lower stars for service. My wife had a medication shipped during our stay. We had photo proof of delivery from the shipping company and yet the front desk told us it was missing for three days until finally finding it.

Great location and clean rooms. The room could use another chair. The internet was not good for tv it worked about half the time. It just froze. The grounds were lovely. Front desk staff good. A lot of dogs and barked a little too much. A reenactment guy on Monday night was a real treat!!

Enjoyed Southern Comfort restaurant tonight. Food & drinks were very good and our waitress Julia was fantastic!! It’s so refreshing to enjoy good service today because it’s so hard to come by. She was very professional, attentive, pleasant & wonderful to remind us of our Gold Membership Status discount. Purchased a latte at Starbucks at the market place yesterday & THEY DID NOT ASK. Very disappointing, that is their job to ask if we’re owners or not to receive our discount. Not happy about not to mention their was something off about my latte, assuming they didn’t make it right.

Jordan at Southern Comfort was very friendly and very knowledgeable about the restaurant’s food and other information. The ribeye and shrimp and grits were very good! The s’mores dessert was so cool and fun for the kids. We also had wings and the spicy chicken sandwich for lunch which were good. The chicken tenders were ok.

This is a beautiful resort. The view at the top is unbeatable. The water park is fun for the kids, the outdoor pools are very nice. They are heated, so we swam outdoors even when we visited at Christmas and New Year's. The only complaint I have is that they do not always give you the room you request. We booked months in advance and requested the newer, bigger rooms at the top, only to be downgraded upon arrival. They say they can do that and it is in the owners contract. That was disappointing.

Don't assume just because you may trade in thru Interval International that you are getting a fair trade. Just because We weren't Westgate members we were not able to get the room we were told. Got stuck in a dark no window no balcony bedroom. Waited 45 minutes to ck in. Were told if we had a complaint take it up with Interval. Cost $35 for water park even if you just sit there to watch grandchildren. Very expensive. Shuttles are great to town. Restraunt is amazing. When we tried to talk to staff they were short and biased. Need some fanese training their negative opinions just because we weren't a Westgate members was uncalled for After 35 year members off time share this was the rudest experience.

I recently stayed at this mountain lodge and overall had a great experience. The location is truly unbeatable – they’ve got the best spot on the mountain, and the gate is very secure, which made me feel safe during my stay. I also loved the convenience of having a little Starbucks on the first floor of the lodge. There is a fire pit close to the 2nd pool, always on with a lot of chairs. I arrived around 11 PM and unfortunately ran into a small hiccup. I had booked through Super, but they couldn’t find my reservation for about 20 minutes. It eventually got sorted out, but be aware that you might encounter a similar issue. Once I settled in, I was impressed with the room. It was super clean and comfortable, with all the essentials provided. They included utensils, plates, cups, a small stove for cooking, and a fridge, which made it easy to prepare simple meals. The lodge amenities were another highlight. There are two big pools with water that warms up nicely at night, and the hot tub is perfect for relaxing under the stars until 10 PM. There’s also a small general store on-site, though the prices are on the higher side. For better value, there’s a nearby package store where you can grab water bottles and other basics for cheaper.

We’ve stayed here several times before but just very disappointed this time in the way a few things were handled and the room we got moved Into was disappointing. Dishwasher and the washer in bldg 6000 unit 32 C & D doesn’t work correctly and there were several items missing in the unit and just the quality of the tv (not smart TVs and had to call maintenance on that. Also the jacuzzi which we were really wanting to use was going to take more than an hour to fill up and clean. There was very dirty stuff coming out of jets. No skillet in our unit and no measuring cups or no covered bowls and had to use from other unit. The windows in the living room let so much cold air in that it really needs to be fixed. Also the door in unit D has a leak under door that lets cold air in also. Lots of stink Bugs in both units. Killed them all week. Why don’t you update these units. Holes in curtains and unit is just old. We had requested a handicap unit in beginning and even called 2 times in advance to make sure we would have that and if they had done it correctly then we would have still been in unit 8000 and not 6000 which we ended up in. Please update these units. We pay a lot of money for maintenance fees and feel it’s completely wasted. Feel that we are owed some back for compensation.

Facility outstanding. Unfortunately staff not the same quality. Arrived late around midnight due to car problems. Front desk acted like I was an inconvenience on the verge of rude. I give them a pass on that as I was not in the best of moods. When got to our lodging found no parking anywhere near. Drove in search of parking and found was too far for me walk (75 yrs old)Called front desk but got no answer so drove down to lobby to see if I could get a ride from the lot to my room. Was told yes so drove back up. Passed a security vehicle and guard talking to guest as I drove to park. He had left his door open and had to come close it for me to pass. Parked and waited about 15 minutes before deciding to try walk. About 3/4 of the way the security guard drives up and says "are you the one needing a ride. SO BAD START. All would have been well as had a nice time until the final night. Saturday night they had an activity called Memories. A picture shoot at the picturesque Mt.Top fire pit. Shuttled. to the fire pit by sales office by mistake and went to activity center to be told was in the wrong place. Went to Mt.Top fire pit and found no one except a couple guests who said they had not seen any staff. Called activity center and was told someone would come back.About 30 minutes later the girl from the center arrived and took pictures Was told they would be available tomorrow morning. After checking out dropped by the activity center and was told the machine for pictures was out of order and could I come back Tuesday. Told them no and was told they would send them to me. Waited about 10 days and then called to follow up. Was told they had to replace machine and the pictures were sent the previous days Waited another 10 days. Called again asking for manager and was told he was not working and they would have him call me the next day.(Previously had asked to speak to him but was told he was in a meeting (Friday) and they would have him call me after he got out, which turned out to be the following Monday He returned my call a day and a half after this last time and told me the employee had been let go and since I had asked for scenic photos (SARCASTIC) would that be ok. He was laughing and made light of the situation until I voiced the level of my concern. BAD ENDING

We’ve been coming to this Westgate property for close to 20 years and this was unfortunately a frustrating trip. The room was not well cleaned. Dog fur on our children’s hands as they crawled around. Toilet had been used and not flushed. Bathroom door sticks and doesn’t shut. Random carton of cigarettes in the trash. Occasional stray bugs on the walls. We had asked to be put at the top for the views but were told the resort was at max capacity which was obviously not true because there’s abundant parking everywhere. Westgate prides themselves on customer service but can’t be bothered to make a stay nicer by accommodating a request when we booked nearly a year in advance. That being said we did enjoy the outdoor hot tubs and the lobby was decorated nicely for Christmas.

This is a very nice resort, great amenities and restaurant on site. Having access to the trolley is also a plus! Although my parents have been “members” since 2020, after being sold a great deal on a “timeshare” this is all a scam!!!!! My parents travelled to Gatlinburg two different times and stayed with westgate after becoming so called “members”, they stayed in the valley and had fabulous spacious rooms and even began bringing along family members on vacation to use up their “4 weeks”. After the third trip with westgate is when the issues began, they were put in units that were way smaller and not at all what they were sold or what they “bought into”. This past week we visited westgate again and we arrived for check in before 4:00 after a 13 hour drive from home, and upon arrival were told that our rooms were not ready and they couldn’t even tell us what rooms we were in. We didn’t get into our rooms until around 6:00pm. Once we got into our rooms we were once again put into rooms that were not what we expected or told them we wanted upon booking, the washer/dryer in one of the rooms had a wire pop out from the seal when we put our clothes inside and the sink in the bathroom was clogged with hair and missing the stopper. After expressing our concerns we were once again tried to be sold something we didn’t want or ask for at a 3 hour long meeting. Mind you we came in the off season when it’s not busy and we were told by one of the bus drivers that we were only 1/10 families in the resort. These salesman at westgate don’t care about your comfort only making a sale. I strongly recommend booking a cabin instead

Be aware if you book through BringFido: it was not clear that the pool is closed January–February 5. We booked specifically expecting access to the waterpark and only found out after arrival that it was unavailable. When we raised the issue, no accommodation or compensation was offered at all. Staff / management simply stated it was on their website, despite it not being clearly disclosed on the booking platform we used. The lack of transparency and unwillingness to make things right was VERY disappointing.

Had to move to a somewhat cleaner room in a different building. Only the second room wasn't clean as our bedding was not clean upon arrival. We ordered a cheese pizza from Mountain Pizza the on siteand it was awful. . It arrived in 15 mins, cold, old, doughy and inedible. . Called mountain pizza was on hold for over 30 mins and hung up. This is the second pizza place at Westgate resorts that was horrible order elsewhere!!!!

What a mixed bag this stay at the Westgate was. We had an interval credit that we cashed in for this week. The fact that we didn’t pay full price is the saving grace for the two stars I’m giving. The good: Our one bedroom unit was very spacious. We loved the fireplace and large shower. Our view from the 6000s building was amazing and overall the room was fairly clean and well equipped for basic cooking. We also greatly appreciate that they are pet friendly and have heated outdoor pools and hot tubs (especially since the water park is not included in your stay). Perhaps the biggest perk is being on the free Gatlinburg trolley line. The bad: We did find several cockroaches in our room. While unpleasant, we understand that we are in a National Forest and there are bugs here. We have stayed at Four Seasons properties that have had cockroaches, it happens. As several other comments mention, the walls are incredibly thin with virtually no soundproofing. We could hear our neighbor snoring and their baby cry throughout the night. One other note, for a resort built into the side of a mountain with no sidewalks, the amount of shuttles bringing guests to and from their rooms is abysmal. We often waited 15+ minutes in the cold without seeing one. Even if we decided not to wait, walking the narrow winding roads felt unsafe with the number of speeding golf carts. Even just walking from the Gatlinburg trolley stop to the resort shuttle felt incredibly dangerous in the dark without a sidewalk. The ugly: Upon arriving, I was ushered to the timeshare desk with my room keys held hostage like everyone else. I had told the attendant Jeana that my partner and I were working during our stay and wouldn’t be able to take 90 minutes away. The woman next to her, Kelly, told Jeana to sign me up anyways. Jeana was very kind and told me I would have to pay a deposit but if I really couldn’t go to text her and she would send the money back. Well I texted and, despite receiving a response that she would send a refund, they are still holding on to my deposit. I will be disputing the charge with my bank. Even if I were to look past everything else in our stay, the behavior we experienced from a staff member was horrendous. At one point, we boarded a shuttle to go up to our room at the same time as a time share saleswoman. She was speaking loudly on the phone absolutely berating and making fun of a couple who she had given a tour of the property to. She was so incredibly judgmental, mocking their life situation and making crude comments about their relationship and family dynamics, especially in regards to their children. She made it seem as though they had taken advantage of her and her time by refusing to buy (which she mentioned she hadn’t sold anything in a week, I wonder why?). We were absolutely dumbfounded that this conversation was happening openly in front of guests. Thank goodness we didn’t go to the presentation. I will never buy from Westgate knowing this is the type of behavior they allow and the level of respect they have for guest. I wouldn’t even book a free week again on interval. I wish I would have seen her name tag but this occurred Dec. 14 and she is an older, blonde woman and was wearing hot pink boots, sweatshirt and santa hat.

I strongly recommend not booking here or purchasing a timeshare at Westgate Smoky Mountain Resort. Our family has been timeshare owners here for years, and it’s honestly disappointing how far the quality and care have fallen, especially given how much owners pay to stay here. Our most recent visit was unacceptable from the start. We walked into a room that had clearly not been cleaned. There were over 50 stink bugs inside the unit, piled along the inside curtains, not outside where you’d expect them. On the balcony, we found two used cigars, another clear sign that the room had not been properly inspected or serviced. We also have an 11-month-old daughter, and when we let her play on the floor, her hands became filthy within minutes. The wipes we used to clean the floor turned completely black, and we found long strands of hair and general dirt everywhere. To make matters worse, our TV remote didn’t work, and when maintenance came to “fix” it, the employee barged into our room around 10 p.m., speaking loudly and waking our baby. The level of professionalism was shockingly low. We reported all of this to staff and supervisors during our stay, yet nothing was resolved and no reimbursement or meaningful follow-up was offered. It’s clear that ownership and customer satisfaction are not priorities here anymore. This experience has made us completely rethink our ownership with Westgate. I wouldn’t want anyone else to go through the frustration, stress, and disappointment we did. For the amount of money invested in a timeshare, you should expect care, cleanliness, and respect, unfortunately, none of that was delivered here and on top of that the last talk we had with a higher up there only response was “sorry we hope you come back”.

Very disappointing experience. We were clearly told by Santiago Mesa, who sold us the package, that the water park was included as part of the resort amenities. When we arrived, we were told it was NOT included. After insisting, they finally added it very late and gave us tickets when there were only two hours left before closing. This felt very misleading and poorly handled. The room was not properly maintained. The jacuzzi was dirty, and debris came out of the jets when turned on. The shower water was cold. The lunch provided during the timeshare presentation was terrible — basically low-quality mac & cheese. There are also many renovations happening at the hotel, which affects the overall experience. The surrounding area is not particularly scenic, with very little vegetation and nothing special around. Overall, the experience felt misleading and disappointing. I would not return.

Worst experience ever. Roaches everywhere in our room. DO NOT STAY HERE IF YOU HAVE KIDS. I called ahead before our arrival to make sure our room is bug free because we have a 2 year old traveling with us. The receptionist said all the rooms are bug free and thoroughly checked before check in time. We checked in around 1am in the morning and now at 5:30 I am writing this review.

Be careful if you don’t want a timeshare. That’s what this place is all about; though we knew it when we used a “gift certificate” from a friend but didn’t think we’d not be able to enjoy at least one day there. Glad we had a backup plan in place. If you buy in, this is willed to your beneficiaries, so you know. My son and his wife have this in their future. How? Nope.

0/10 — Completely unacceptable for team travel We booked 29 rooms at Westgate Resorts Gatlinburg for a soccer team attending a tournament, and this property failed us at every level. First, the pools and waterpark were shut down — something that was never clearly communicated ahead of time. For a youth team, this eliminated one of the main reasons to stay here. Despite booking as a group, the team was scattered all over the resort with no rhyme or reason, making team bonding essentially impossible. There was no space available to host a team meeting, which is a basic need for any organized sports group. Food options were equally disappointing. There were no easy breakfast options, and the on-site “Starbucks” barely offers anything beyond a very limited menu — completely inadequate when you’re trying to feed dozens of athletes on a schedule. The activities offered were underwhelming and borderline silly, not appropriate or engaging for a competitive team. The shuttle service was unreliable, often running late or not showing up at all, which is unacceptable when teams need to be at games on time. To top it off, the front desk staff were difficult to deal with and not accommodating, showing little interest in helping solve very real logistical problems. Our club brings multiple teams to Gatlinburg every year, and based on this experience, we will never stay here again. This is absolutely not a property suited for team events. Would not recommend. Ever.

Took my wife to stay at this place and was hoping for a great experience. Was I fooled! The room that was reserved for us was very small. I have stayed in motel with a bigger space. I was so surprised on the room and how cheap the furniture was. I lived in dorms in the military that were much quieter than this room. The walls seemed paper thin and noise traveled loudly from the hallway, floor above us and the outside. We will never go back or suggest this place to anyone. Wanted to add if you have children or family member who want to use the activates on the resort property; you will need to pay for the access! Just go to the local water parks, or the local putt-putt courses, than pay for what this place offers.

If zero stars would be a thing here this place deserves it Summary of my stay: Very disappointing stay. We were initially placed in a cramped room with no space, then moved to another unit with no windows and strong cigarette/marijuana odors. Staff suggested using an ozone machine despite us traveling with a 1-year-old with respiratory issues. We were repeatedly told nothing could be done and that future guests were the priority. Only after insisting did we receive another room, which had a gas smell, stink bugs, a door that wouldn’t lock, and constant noise from pets barking all night. Guest Services confirmed there are no pet-free units anywhere on the resort. While some issues were partially fixed, overall service lacked empathy and accountability. Very disappointing experience and not what you expect from a resort of this reputation. If you want the whole story; My experience with Westgate Smoky Mountain Resort & Water Park was extremely disappointing and far below acceptable hospitality standards. I was gifted a timeshare week by my grandmother an owner, who made the reservation directly with one of your agents. Unfortunately, from arrival to resolution, the experience was stressful and poorly managed. Upon check-in, we were assigned a standard room with a single king bed and virtually no usable space to move around. The room was located in Building 30, Room 11B. This was immediately brought to the attention of the front desk, as the room was not appropriate for our stay. As a proposed solution, we were moved to Building 60, Room 32 (A or B). Upon entering that unit, we discovered it had tiny to no window and a strong odor of cigarettes and marijuana. This was immediately reported. The response from staff was unacceptable. We were advised to use an ozone machine to eliminate the odor. We clearly explained that we are non-smokers and were traveling with our 1-year-old child who has respiratory issues, making this option completely inappropriate. Despite this, we were repeatedly told that no alternative accommodations were available and were informed that future guests were the priority—a statement I have never heard in a hospitality setting. Excessive noise from pets barking throughout the night We were informed by Guest Services that this issue occurs throughout the resort and that there are no designated pet-free units available, making it impossible to request or be relocated to accommodations that do not allow animals. Only after firmly stating that we would not remain on the property and persistently requesting assistance did another room suddenly become available, despite the resort clearly not being sold out. The final room was more spacious; however, it presented additional serious concerns: • A strong gas odor from the fire place • Stink bugs throughout the unit • A front door that did not properly lock While maintenance addressed the gas odor and repaired the door, the remaining issues were not adequately resolved. Overall, this experience was extremely disappointing and stressful, particularly while traveling with a young child. The lack of empathy, inadequate problem resolution, and dismissive customer service overshadowed what should have been a relaxing family vacation. I am highly dissatisfied with the level of service provided and expected far greater professionalism, accommodations, and guest care from a resort of this reputation.

Misleading, Time-Wasting, and Completely Disappointing (Especially on Our Honeymoon) Our experience with this timeshare was nothing short of infuriating. We were completely misled from the start and ended up in a subpar accommodation (River Terrace) that looked nothing like what was promised. Instead of enjoying our honeymoon, we were forced to choose between attending a five-hour timeshare presentation the next day or paying a $500 penalty. That alone set the tone for what became a frustrating and disappointing stay. During the presentation, we were shown a property that was significantly better than the room we were originally placed in—yet no one took responsibility for the bait-and-switch. Our tour guide, Ali, was genuinely great: respectful, personable, and the only bright spot in the entire ordeal. Unfortunately, the same cannot be said for his supervisors. They were overly pushy, dismissive of the issues we experienced, and completely unwilling to offer any meaningful resolution for the terrible start to our trip. Instead of compensating us or fixing the situation, they wasted even more of our limited vacation time by trying to upsell us on expensive accommodations, as if that would somehow erase the previous night’s disaster. It felt like they cared far more about making a sale than about treating guests with honesty, fairness, or basic respect. Considering this was our honeymoon, the lack of care, transparency, and accountability was especially hurtful. We left feeling extremely disappointed and deeply frustrated. Based on our experience, we would not recommend this timeshare to anyone looking for a relaxing or trustworthy vacation experience.

I have wanted to visit the Smoky Mountains for a long time, and I was finally able to make the trip this year. The location itself is beautiful, the views are amazing, and the water park is great—those parts of the experience met expectations. Unfortunately, the hospitality did not. On New Year’s Eve, the hotel lobby staff was actively inviting guests to attend the New Year’s celebration. I went to the lobby bar, which was fully stocked and actively serving other guests. When I approached the bartender, she told me the bar was “closed” and said she had no idea if or when it would reopen. This was confusing, as she continued serving other guests at the bar. A front desk attendant noticed the situation and attempted to help ensure I was served appropriately. Instead of resolving the issue, this seemed to upset the bartender further, and she again insisted the bar was closed and refused service. At that point, I felt uncomfortable and unwelcome and chose to leave. The interaction came across as rude, dismissive, and discriminatory, especially given that other guests were still being served during the same time. This experience significantly impacted what should have been a memorable New Year’s visit. I believe this situation deserves a response from management, as hospitality and fair treatment of guests should be a priority, especially during major holiday events

Why a 1 star review? I have been an owner since 2007. Every year, my family has gone to this resort the Saturday before Thanksgiving until the Wednesday before Thanksgiving (4 days). This has always been our time to enjoy each others company and relax. Apparently in March of 2025 the company decided that Thanksgiving is an "event" week and I cannot split my time anymore. So what I have been doing for 18 years is suddenly not allowed and the company could care less. My cries of injustice have fallen on deaf ears. So we will no longer be owners. I love this resort but ownership is NOT valued. I will miss my concierge because he fought hard for me on this one. Good luck Westgate because if you continue to devalue owners, there will be none of us left to fill your precious "event" weeks. I would welcome a response from Westgate. If I have said anything that is untrue then feel free to call me on it.