Holiday Inn Express Gatlinburg Downtown By Ihg

The hotel is a premier destination, particularly for families with children, largely due to its signature feature: an impressive indoor water park with multiple slides and splash areas that provide hours of entertainment. Guests consistently highlight the hotel's exceptional cleanliness, its prime location within walking distance of downtown attractions, and the consistently excellent breakfast offerings. The staff also receives high praise for their friendly and helpful demeanor. This makes the hotel an ideal fit for sightseers looking to explore the area on foot and business travelers attending events at the nearby convention center. To ensure a smooth stay, it is advisable to confirm the water park's operational status and water temperature, especially during colder months, and to be aware of additional destination fees that may apply.

Facilities & Amenities
The hotel's standout amenity is its indoor water park, featuring water slides and a splash area that are a huge hit with children, providing significant entertainment value. However, some guests noted the pool can be small and crowded, and there were recurring comments about the water temperature being cold, especially in winter, or the area being closed for maintenance. A game room is available, though some guests reported that several arcade machines were out of order or took money. While Wi-Fi is provided, a few reviews indicated issues with poor signal or connectivity. Free parking is a significant convenience, allowing guests to walk to nearby attractions, though the lot can sometimes be busy as it is shared. In-room amenities include a refrigerator and microwave, but there is no freezer compartment. The television sets are described as small with weak signals, and the absence of a hot tub is a common point of disappointment for adults.

Cleanliness & Room Comfort
Guests overwhelmingly commend the hotel's cleanliness, describing rooms and common areas as spotless and well-maintained. The beds are generally found to be comfortable, with many guests praising the pillows for a restful sleep. However, feedback on mattress firmness is mixed, and some found the pull-out sofa mattresses to be poor. While rooms are typically in good condition, some reviews mentioned signs of wear and tear, including stains on surfaces, rust in showers, or loose electrical outlets. A notable concern for some was a persistent musty smell or mold originating from the air conditioning units, and occasional leaks around windows or AC. Noise levels can vary, with some rooms experiencing hallway noise from other guests or early morning lobby music, particularly those located near the elevator or main entrance. Bathroom cleanliness is praised, but issues like cold water or a complete lack of hot water were reported by several guests, along with slow-draining sinks and a lack of certain toiletries like toothbrushes.

Dining & Food Quality
The breakfast at the hotel consistently receives high praise, with many guests describing it as exceptional, amazing, and among the best hotel breakfasts they have experienced. The breakfast buffet offers a wide variety of options, ensuring something for everyone. Hot items frequently mentioned include omelets, bacon, sausage, biscuits, and gravy, alongside a popular pancake machine. Cold selections typically feature cereal, yogurt, and fresh fruit. Guests also appreciate the availability of coffee and hot chocolate 24/7 in the lobby. The breakfast staff are frequently commended for their diligence in keeping the food stations well-stocked and maintaining a clean dining area, even during peak times. The overall quality and selection of the complimentary breakfast significantly enhance the guest experience, making it a highlight of their stay.

Location & Accessibility
The hotel boasts an excellent central location, making it a highly convenient base for exploring the area. Guests frequently highlight its walkable distance to the main downtown Gatlinburg strip, providing easy access to numerous shops, restaurants, and attractions. Its proximity to key landmarks like the Convention Center and the Space Needle is also a significant advantage. For those preferring not to walk, a trolley stop is conveniently located directly in front of the hotel, offering easy transportation. The hotel's position on the highway also allows for quick access to the Great Smoky Mountains National Park and other scenic drives. Free parking is a major benefit, allowing guests to leave their vehicles and explore the town on foot without the hassle or expense of re-parking, though the lot can sometimes be busy.

Staff & Service
The hotel staff consistently receives glowing reviews for their exceptional friendliness and helpfulness. Guests frequently commend the entire team, from the front desk to housekeeping, for their welcoming demeanor and willingness to assist with requests. The check-in process is generally described as smooth and efficient, though a few guests reported isolated issues regarding specific payment arrangements or early check-in requests. Housekeeping is particularly praised for maintaining high standards of cleanliness in rooms and for their attentiveness, including promptly replacing towels and even going above and beyond to help locate lost items. The staff's commitment to providing excellent customer service is a recurring theme, contributing significantly to a positive and memorable stay for many visitors, making guests feel well cared for throughout their visit.

Additional Information
A significant point of contention for many guests is the unexpected destination fee, typically ranging from $15 to $18 per day, which is often not disclosed during the initial booking process or at check-in. This fee, sometimes totaling over $100 for longer stays, is reportedly charged to all guests, including those using rewards points, and is cited as contributing to partnerships with a neighboring property or amenities. Another recurring issue is the lack of hot water in rooms, with several guests reporting cold showers for multiple days. Furthermore, while the indoor water park is a major draw, some reviews noted it was either closed for maintenance or had cold water, particularly during winter months, impacting the intended family experience. The game room also features arcade machines that are frequently reported as broken or taking money without providing play.