The Resort at Governor's Crossing

Location was good.

Old style needs to be remodeled

Location

Your beds suck and they are not comfortable

Great family fun, beautiful 2 bedroom suite

Expensive compared to some others but the location made it worth it

I like the room size and layout it’s great for kids.

All of the amenities for the kids

Nothing, everything was great

I’ve tried to shorten the length of this review because I don’t want people to skip over it. My family travels regularly and this stay was the worst in the last 10+ years. We paid $1,548.06 for 7 nights in basic one room studio at the Resort at Governor’s Crossing. We opened the door to our room and the moldy, mildewy smell was horrible. Walked to front desk for air freshener - stores were closed so we couldn’t buy any. They agreed they would try to find something and finally came and sprayed a deodorizer, and promised an ozone treatment the next day. Next morning, placed dirty towels and washcloths outside our door and later saw housekeeping at 10:30 in the hall. Asked for clean towels and washcloths and she said she would bring some in 5 minutes. We waited for more than one hour and went to the pool, returned at 5:30. Still no towels or washcloths. Called front desk, requested enough for 2 days hoping to prevent this next day. Hour later, no towels so called again. Told there were only 3 people working and would get us some soon. We had to go to dinner without showers, returned at 10:30 and finally towels had been delivered. Ozone treatment never happened so we had to buy air freshener and sanitizer to try masking the horrible smell. Bought dish liquid because it’s not provided in a room supposedly equipped for cooking. Also had to buy ice because the refrigerator/freezer leaked and wouldn’t make ice - even though we turned it on as instructed + only ice on property costs per bag. Kept our drinks in a cooler because the refrigerator wouldn’t stay cold. Floor at the entryway and kitchen stayed so damp and slick that slipping was inevitable. Luckily, family was staying in Gatlinburg in a new 2 story, 3 bedroom, 3 bath cabin that cost less than $1,400 for the same week - and we could visit them. Sent email to corporate and didn’t get a response. Waited a day, emailed again. Then Manager, Chris, called me. He was nice and apologetic and offered to move us to a bit larger room with bunk beds that we did not need. We accepted but lost a full day packing and then unpacking. Next day returned from lunch, and we were locked out of our room. I had a business meeting that I was late joining because they only made our wristband/keys for one day. I called Chris after my meeting and asked for at minimum a partial refund because of all the issues. He said he gave us a bigger room and nothing else would be refunded. By the way, even my newest wristband wouldn’t work but my husband’s did. I contacted corporate and left a message for Tabitha, Director of Operations. She never returned my call nor did she email me. Jennifer, onsite Guest Services Manager called but I was in a meeting and told her I would call her back. I attempted 2-3 times to call her and she was never available. I was told I could talk to Chris but I declined and asked for Jennifer to call me back. They said either Jennifer or Sierra would return my call. It’s been 2 weeks since our stay and I haven’t heard from anyone. I forwarded my last email to corporate again and asked for someone to contact me. They replied with apologies for the issues stating it was not acceptable at any resort especially not theirs. They agreed to share my experience with the management onsite and said it would be used in training so others didn’t have the same experience. Thankful if it really helps others but what about the pile of money that I wasted at this dump? Would you be satisfied with this type of accommodation and lack of caring for everything we experienced? If you are thinking of staying at the Resort at Governor’s Crossing, I’m happy to share the email communications between me and their onsite