Anonymous on 04/13/2015
Wouldn't even give it 1 star!!Stoney hill... What a nightmare! We stayed this past weekend. Well not over night. I noticed tiny spots on the bed when we went to the room after a great day site seeing. A guy came to look and acted like it was nothing. The cleaning lady didn't have a clue what to do so she was calling people to help. It was around 11:30 by this time. They didn't have a manager there to refund me. Some guy Adam behind the counter. We were directed to the main hotel across the stree
t. Prom parties were going on so obviously underage drinking. Within the 2 minute trip over we were ran off the road by a jacked up white Chevy truck and popped my tire($200). Called a cop which he said was a waste of time because of minimal damage even though we had all the information of the driver. The Wilderness manager was a young guy that said he was sorry yet didn't try to help us at all finding a room for the night. Oh and refund takes 3-5 days so glad we prepared for double hotel cost until refund is received....so not! Once my husband changed our tire we went to the local Walmart to sit since there open 24hours and didn't know the area. We were in the area for a Cheer Competition and live 7 hours away. NO hotels within 35miles. Ended up sleeping in the car but better than getting bed bugs! My 11 year old daughter cried herself to sleep! It was a nightmare. Luckily we booked a hotel at Music Road for the next night and couldn't have been more happy.
Judy M on 02/17/2015
OK, I read all the comments before going, but I had already booked our visit. I prayed it was just a bunch of people trying to be mean (maybe competitors) but once we got in, we looked and checked and didn't find anything. We went on down to the waterpark for a few hours and came back about 8pm or 9. Got dressed for bed and got the kids tucked in and started watching a movie. About 20 minutes later we found several bugs. We complained and were moved to another room for the next few nights. That
one did not have any but by the way that the workers talked this is very common to have people complain about these bugs. We have stayed a few times before, but never again. The way we were brushed off as just pests is not acceptable. I strongly suggest others thinking of staying here to find a different hotel. It may not have a water park--- but you will be treated better and not get the bugs feeding off your children. This is the first time in a few years we stayed there and the whole place has went downhill BADLY. The chlorine amounts will burn your eyes even when not in the water. I have seen a lot of deals where the Hotel is trying to "auction" off 2 or 3 night stays with various radio or tv stations so I guess the word is getting out! On Trip advisor dot com people are sharing their experiences too.
Concerned on 01/08/2015
I am currently looking to book at this site again in the river hotel one we stayed there last year in July and had no problems and my daughter loves it so we are taking her back but after seeing this I am scared... Has anyone stayed at the river one lately!? How was it? We are booking there in late July!!!
TNresidentwholovesWilderness on 12/27/2014
Recently stayed at the Stonehill Lodge and after reading all these reports I was scared to death. Glad to report there were no bed bugs. Everything was very clean. I did ask about the problems reported. The clerk was very nice and said there had been previous problems but none recently, and the resort is continuing their treatment.
lucy on 12/25/2014
I am just curious about all these bed bug reports? Has it been taken care of? I can't believe a motel of this class would let a problem like this go for more than 5months!
Anonymous on 10/27/2014
My family and I spent Saturday, October 25 at Wilderness at the Smokies. We found bedbugs the next morning in one bed. We reported this incident to management. They had an individual go to the room to investigate our complaint. They did verify that bedbugs were found in the room. They offered to clean our belongings. We agreed to this, but we also cleaned our clothes again when we arrived home.
Brandy Boone on 10/21/2014
Mini Vacation gone horribly wrong!! We never stay in hotels for this very reason, however since we were only doing a short stay, we decided to stay in a room on their property. Went to bed around 930, woke my husband up at 130 due to a heavy smoke smell, when we got up to check the appliances etc, we found bed bugs everywhere, on both beds! They were crawling around our children. The security man came aND escorted us to another room and told us they would clean our bags. Went into the second
room.....BEDBUGS!!!! They offered to move us again, NO THANKS....Left hotel at 3am!! Horrible
Sherry H on 09/19/2014
Holy Moly. We were eaten up! We thought that it was just mosquito bites untill we got home an unpacked and found them ALL IN OUR SUITCASES! We immediatly took them outside to the liddle of the yard to inspect it further. Dozens of those bugs came out. How we didn't see them while we were there is beyond me! I called the pest control guys to come and inspect out home to see if we maybe had an infestation and didn't know it (we keep our luggage in our closet when not in use) but he found not evide
nce at all in our home that there were any. This place is a disaster and it will send you home with something YOU DO NOT WANT. The pest control guy told us that he would continue to check our home every month really good and inspect it for bedbugs. After reading the dozens if not hundreds of complaints all over the web about this infestation at this resort, I do not see how they can still stay in business! They need to get a fogger fumigator in there and stop putting their customers at risk for carrying them home to infest their homes. We took all the laundry to the coin wash but burned our luggage. It wasn't worth the chance!
STAY AWAY, do NOT risk your kids or your home. Find a different place that is not infested like this one!
Kristy G on 08/11/2014
We have been many times before and loved every minute of it. Our daughters could never get enough of the waterparks, and we were able to get a little relaxing in too.
However, this visit was not as good and we will not be back. I always assumed these were made up complaints on sites like this until I woke up and those bugs were all over our bed. Big ones and little ones. Not only is it scary, the bites itched us for 3 days afterwards. We stayed this last time the second week in July this year.
I comlained only to be ignored and brushed aside. I thought I would log on today to see what all I could find and see if I was crazy or if there had been other reports and I am shocked at the DOZENS of reports on here and trip advisors website.
I wish I had taken the reviews seriously and stayed away, it ruined our whole trip and were scared and worried about bringing these bugs home with us. Why would a resort like this not take it seriously and call a bug guy to come out and spray each room when a complaint comes in?
And how many people actually come to a website like this to say they had a great time and no bedbug issues? It is apparent that this nasty resort has employees making false claims about how wonderful it is to bury the real issue that they no longer care about the service they provide or the cleanliness of thier rooms. I am sad to say that we will not be here anymore since this was always our favorite place to stay every summer. Though we have made many memories here that were great--- that one night has ruined our whole memory of this place!
Crystal on 08/09/2014
I was weary of going after finding this site and of the reports but we took our chances ,prayed and went . We took necessary precautions such as checking mattress and putting suitcase in bathroom , we found no evidence of bugs just some spiders and webs on outside balcony , lol the kids had such a great time and didn't want to leave will defiantly go back , :)
James H on 07/27/2014
Bedbugs on both beds. Shows that it has been untreated for a while. Managment didn't seem to care and almost rolled their eyes at me when I brought it to their attention. I wish I would have came here first and saved the $800. We took all our clothing items to a local coin laundry and washed them and dried them. We tossed the luggage so we would not bring their infestation home ( we even tossed our shoes in for a few minutes to kill any eggs that may have been hitching a ride). You can tell the
hotel is having employees to log on to various sites to try and offset the negative comments. They need to just address the issue. I wonder if it would do any good to contact the local Health Department in that county? Do you know what we, as consumers, can do to bring a solution to this? Does contacting the Better Business Bureau help? Their lack of concern is troubling and it is scary to see SO MANY reports and nothing but excuses on their end. Please be careful if you stay here. Take only clothes in plastic bags and leave your luggage in the car. Find another hotel in the area if possible and save your sanity
B.H. on 07/23/2014
checked in on 7-4-2014 at 7:30 in the morning.The girl that checked us in acted like we were bothering her , because we overheard her say that she couldn't even go "SMOKE". That was just the beginning of our nightmare !!!! First it was roaches , then a little bugs crawling around on our sheets that looked like ticks. Well it was BED BUGS.The same front desk girl that had to smoke acted like we were getting on her last nerve. She told us that they were not any managers up there so she got on the
phone and kept calling the other resort. She told us that the managers were not in yet. No help at all. We packed up our things in plastic bags and left. Beware of this place it will cost you a lot of money when you get home to get all of your clothes and things stemmed and cleaned. what a mess !!!!!
Angela Johnson on 07/08/2014
BEDBUGS!!! We had bedbugs and it was HORRIBLE. The staff was rude, the managment almost laughed at us and told us that no one would believe us and that there are thousands every month that come in and my complaints would not matter. NEVER AGAIN will we go back. This was our 7th time going and have always loved it.
*** I ADVISE ANYONE WITH A BEDBUG PROBLEM TO CONTACT THE BBB AND REPORT IT and trip advisor as well. This should NOT be allowed to continue!
ccc on 06/30/2014
We stayed here the weekend of May 23, 2014 and we had bed bugs in our room. My son had bites all over his legas and my daughter's friend also was bitten mulitple times. We found several bugs but at the time I thought for sure they could not be bedbugs.. not at THIS resort. I WAS WRONG! Sorry to say, I did not report this to hotel staff. We stayed at the River lodge hotel (side closest to the indoor water park) on the second floor.
We will NOT be going back.
Felicia J on 06/28/2014
Please know that they have a massive bedbug problem and REFUSE to address it! Was in room 23005 and had bedbugs this past Sunday night. Complained to manager that we had to pick them off of us and even had a dead one in the room for house keeping to see. They came in and "investigated" and saw nothing. After going online to research more on bedbugs, Those black spots on the mattress seams were droppings of bedbugs!!!! But the Manager on hand said they found no evidence and would NOT be treatin
g the room before allowing another family to fall victim! I put it out of my mind as we left the Wilderness and went to a different hotel to try to relax. Now I am home and I will be calling the health department next week when they open back up and do whatever I can to prevent another family from what we went through with our kids at #wildernessatthesmokies . I will find every single travel place online starting with tripadvisor.com all the way to the bed bug websites that expose hotel that HIDE the issue. I never asked for a thing from the Wilderness -- only for the room to be treated before renting it back out. One of the 3 check in associates was so sorry and apoligized over a dozen times and did mention to one of the others that they have had this come up many times before and they just give the customer a gift card to one of the restaurants on site while their personal belongings are heat treated to kill any bugs, but the manager said he would not honor that because he didn't feel they found enough evidence. And since there was no evidence, THE ROOM WOULD NOT BE TREATED. AND THAT is not acceptable! I know the terror my 11 year old had all this week trying to calm down and sleep only to wake up 2 to 4 times a night for me to check his bed again and again.
I have done a bunch of reading this past week to see exactly what bedbugs are and how to get rid of them in case I may have them in my things. These things are hard to get rid of!!! We will not be bringing in much of anything that we had in that infested place, but discarding it instead of risking bringing those to my home. I am shocked and appalled that a RESORT with so many people coming in and out would not be the least bit concerned with the spread of these bugs..... I have tried talking to managers only to be brushed aside like it is nothing important. They may say they take these serious, but when you have a DEAD BUG and BLOOD that they had sucked from you all over the place and the bug was still twitching when the housekeeping came in so they know it was a "fresh kill" #nasty #bedbugs
Anonymous on 04/08/2014
I stayed at this resort for my honeymoon. Checked in october 22, 2013 stayed 3 days. We didnt have an issue until the day we were cleaning up to check out, found bed bug on the bed, and coming out of the sink and the jet tub, like someone tried to wash them down the drains.
We placed all of our luggage in sealed bags and had to drive 5 hours hoping nothing was traveling home with us. We were lucky to not have any exposure once home as we took all the precautions that we could.
We also stayed
in the time share part of the resort. Very disheartened to find those as we were going to plan another trip, but not now.
Anonymous on 02/02/2014
My family stayed here during fall break on Oct. 14-16, 2013. We have stayed here several times in the past and have enjoyed this water park. As some have stated on here, they have stayed as well and have had no bed bug problems. I guess like us, they were lucky and had a bed bug free room. If that is the case, count your blessings, because, on our last visit in October, we were no so lucky.
Unbeknownst to us at the time, we came home with bed bugs. We discovered a few weeks later that my
daughter's room was infested. This was the only place we stayed recently, and after some research online, (this site and another) we realized that Wilderness at the Smokies had a bed bug problem. From the bed bug registry site and trip advisor, it is obvious to us that Wilderness has known about this issue for several years. All in the name of profit, they have knowingly rented rooms with recent infestations. One treatment does NOT mean a room is bed bug free. As we have learned the hard way, it can take up to 10 or more treatments. My husband called and spoke to, Brett Book, one of the guest managers at Wilderness, and he was rude, but finally admitted to my husband that the whole place including the room we had stayed in had been treated after our stay, however, as I said before, one treatment does not eradicate bed bugs. Has Wilderness withheld from renting the rooms with a history of bed bugs including all the rooms adjacent to those rooms while they treat their problem? I don't think that is the case. This has cost my family well over 1500 dollars to eradicate our infestation. We also have had to buy my daughter a new bed. This has caused a great, financial hardship for my family. When we called, management did not care. This was one of our favorite places to visit, but never again. I have told everyone I know, and will put a similar review on trip advisor and other sights to warn customers. Shame on Wilderness at the Smokies, and if you chose to visit this place...be aware, and stay at your own risk.
Wilderness Management on 01/08/2014
In response to recent comments on this site, Wilderness at the Smokies would like to communicate the steps the resort takes in the prevention, detection and control of bed bugs. On a daily basis, our housekeeping staff conducts a thorough visual inspection of each unit. Additionally, an intensive chemical treatment is performed and repeated every 90 days to make sure that all units at Wilderness at the Smokies do not have bed bugs; our resort is the only one in Sevier County to take this extra
step and expense to insure that our guests have the best experience possible and that no bed bugs are present. This treatment, performed by EcoLab, is completely safe for our guests and was most recently conducted during early December; it is a state-of-the-art treatment that is above all industry standards, and Wilderness at the Smokies feels that this investment in our buildings and in our guests’ comfort is a solid business practice.
Rocky Stay on 11/26/2013
Entire football team stayed at Wilderness at the Smokies for Battle of Rocky Top tournament Nov 22-24, 2013. Our 15-yr old woke up w 5 bites. We checked the mattress & took pics and video of bed bug crawling on mattress. Hotel was very responsive and saw a bug when they tore the bed apart, they treated all our luggage and clothing and put our things in sealed bags, and gave us 2 rooms instead of 1 and comped our 3-nite stay. Our son ended up with 52 bites from his neck to his waist. We took eve
rything home in sealed plastic bags the hotel gave us & I heated everything in the dryer for 30 mins & left our luggage outside in 26 degree weather overnight in case the treatment at hotel didn't work. Our dr prescribed 10 days of Keflex antibiotic in case bites became infected.
Anonymous on 06/11/2013
We stayed June 10 2013 at wilderness stone hill lodge and woke up and found bed bugs crawling on my five year olds pillow. My husband lifted up box spring in front of housekeeping manager and bed bugs were crawling on the bottom of box springs. They refunded our money and said they would send us certificate for free stay. They even offered to have all our stuff cleaned. Doubt we go back though!
Anonymous on 06/09/2013
We stayed at the Wilderness Lodge on June 1 and 2 for my son's Birthday. I thought I checked the beds and mattresses. Unfortunately, I woke up with bites in a row on my arm and leg. We had a suite with 5 other boys. I was the only one bitten, thank goodness. It has been a week and I am still itching! I went to the Doctor and they gave me medicine but, it still is painful. I had quite a reaction from the bites. My ear was bothering me too and he said I had a bite in there too. The bugs mu
st've been in my pillow! Beware and look there too.
KYMomAnB on 05/29/2013
We went to Wilderness at the Smokies the week of May 20th, 2013 - May 24th, 2013. I had got on this website after a friend had made me aware that you could get on here and check hotels for bed bug. I saw these reviews and was horrified. I almost didn't go on my vacation because of these reviews. We decided to go and check for ourselves. We checked into our room, but left all of our things in the van. I went into the room, and being trained on bed bugs when I worked for home health, I knew what t
o look for. I took all bedding off and checked the mattresses, box springs, pillows, and headboards, there was NO SIGN of bed bugs. We stayed here for a week and there was NEVER any signs of bed bugs. I have stayed here three years in a row, and have never seen or been exposed to bed bugs at this resort. I have stayed at both River Lodge and Stone Hill Lodge, and never had any problems. Yes you can see bed bugs with the naked eye, and you can see black dots (blood) on a mattress that is infested with bed bugs, and you can also see their shed skin, as well as blood drops (black dots) in the folds and crevasses of the mattresses. Be aware bed bus like wood as well, not just mattresses. My advise would be do your own research on bed bugs and check your own rooms when you go on vacation, it is worth the extra 30 minutes it will take you to examine your room for these critters they are one souvenir you don't want to take back home with you. Always leave your luggage and belongings in the car, until you have checked your room. Hope you stay at Wilderness at the Smokies will be as enjoyable as my families was. Thanks
Anonymous on 04/07/2013
We stayed at the wilderness 04/01/12 for three nites. Woke up with two kids covered with bites.
I was horrifed to learn about this after the fact!Will not stay here anymore!!!
Anonymous on 10/16/2012
My husband and I just got back from a two night stay and all I have are horrifying memories of bed bugs! From one room to another they went from bad to worse! My husband, myself, and both babies had to have our things quarantined twice! There were thousands of bugs and eggs in both rooms on two different floors!
Anonymous on 06/28/2012
We stayed at the resort for a Girl Scout trip. On the first nightb2 of the girls woke in the night with bugs crawling all over them. The girls were covered in bites. After complaining to staff we were given a new room and a full refund. The next morning we were horrified to find that our former room was occupied by new guest! There is no way the room had been treated in just a few hours. We spent the entire next day washing clothes and luggage. The girls were afraid to sleep the rema
inder of the trip. We spent over $ 2000 on the rooms for the trip and were very upset to find we were sleeping with bugs!! Some of the girls even experienced rashes from bites days after we got home. Disgusting!!!!!
Syl on 12/19/2010
This is an overpriced, bug infested resort with arrogant and rude staff! Will NEVER stay here again. Moved to Westgate Resort Gatlinburg, where I wish I would've stayed the whole time.
Anonymous on 11/26/2010
Reading the other reports/complaints from LAST YEAR it makes me even more upset than I was initially because it is obvious they have had a bed bug problem for over a year now and haven't done anything to resolve the issue. Took my family to Wilderness at the Smokies in Nov of 2010 for a long weekend. Paid a little over $400.00 per night and we also had bed bug bites all over us. Didn't realize what was going on until the 2nd night when I saw one crawling on my 3 year old daughter while she was
sleeping. Needless to say I was not happy at all, the worst part was there was no manager on staff to help resolve our issue I stayed up all night long keeping bed bugs off my kids while they slept. The next day when a manager finally showed up well let's just say it wasn't pretty and I let them have it. They did reverse all the charges on our rooms and we left there and came back home. The fact that this has been going on for some time now is really infuriating to me. We won't be back, it was overpriced for what you got anyway.
Anonymous on 04/22/2010
I stayed at the Wilderness at the Smokies April 8 to April 10, 2010 in room 13101. Though our room was quite roomy and appeared clean, I arrive home with bed bug bites all over my stomach. Initially, I thought I had a rash, but quickly realized this was no rash. I contacted the resort to inform them, and they acted very nonchalant. I spoke with 2 front desk managers and both barely apologized for the inconveniece I experienced. I would think for $444 a night, they would have been more remor
seful for the unsanitary and bed bug infested room. My family will never travel there again!!
unhappy on 12/08/2009
Stayed at The Wilderness at the Smokies on Friday, December 4-6 2009...found bedbugs crawling on my suitcase!
I heard they had bedbugs and called them several times before booking my room, after several attempts to get an answer someone finally got on the phone to tell me they have not seen any and have not ever treated for any. This I found out was a lie..I talked to a staff member who told me, they have to tell you that they DO NOT have them..I'm DISGUSTED!!!!