Best Western Smoky Mountain Inn 130 Shiloh Trail, Waynesville, NC 28786

"The location was good but we had a big issue. We got in after dark and found a bug on the pillow. I took a picture and video. It was a kissing bug, also known as a cone nose bug, that comes out at night and bites on the face only, sucking blood. Many times the bugs will carry a blood bourne parasite that can infect the person bitten and cause Chagas’ disease. I told the receptionist and showed her the video and offered to show her the bug. She only said that there had been no prior complaints and moved us to the next room. No concern from her at all. If you see one bug, there are many more. We would have found a different hotel that night but it was too late."

"Booked a handicapped accessible room. Shower chair was broke and couldn’t get into shower. When I asked the front desk representative she said “the disability people have approved this room.” Stated she would let her people know the shower chair was broke. No apology. Highly disappointed in the customer care given."

"This was my second visit to this hotel. My wife and I went back because of our positive experience the first time. Everything was great—except for my interaction with the front desk clerk on 20 Oct at 3:00 pm (I did not catch her name). She told me that the room I would be staying in was not yet clean and that check in was a 4:00. I understood but asked her politely if she could call me when the room was ready. Her reply, “We don’t do that.” She stuck to her guns insisting that it wasn’t something she was going to do. I gave up asking and my wife and I sat around the fire pit out back on a beautiful fall day waiting for 4:00 pm check in. By then her shift was over and David was working the front desk. He was the consummate professional—gracious, personable, customer service focused. He called to verify the room was OK—all was fine. BTW he said he would have called if she had left a note. At checkout, the original young lady was back on the desk. I mentioned our interaction the day before. I let her know that phone calls from the front desk when rooms were ready was a standard practice when rooms weren’t ready we guests arrived. (I traveled for work and have over 1400 nights in hotels—rooms not being ready happens a lot.) She said “That’s not true. Besides, Check in is at 4:00pm.” My response “Do you mean to tell me that if the rooms were ready when I showed up at 3:00 you wouldn’t let me until 4:00?” She said “that’s right.” I gave up on her. Let me acknowledge that this is a minor offense in the scope of the world’s problems. But I feel that hotel management needs to provide better training in her case. She never backed down in her defense of an indefensible stance—the epitome of a bad customer service encounter caused by a single individual. As a reminder, everything else about the hotel experience was positive. The room was clean, quiet, and comfortable. Just what I was looking for after being on the road since 6:00."

"The Hotel was wonderful, very clean and nice, and the rooms have been updated, but the people who work there did not do a very good job. I had booked 1 room and ended up with 10 reservations all in the month of October. It took me weeks trying to get all of this straightened out, but the manager didn’t seem to care. She chuckled and laughed and said, it was just a honest mistake. She was talking to me about the situation and said, let me look into it further and I will call me back, but she never did. It might have been an honest mistake. But for 3 weeks it made my life stressful and hard. Then even the day before I was supposed to check in I got and email saying that I still had 2 rooms booked. I had to call again to get this straightened out. The day I checked in they were very nice and left a gift bag of 2 water bottles, 1 cookie and 1 bag of popcorn in my room. But then the day I check out the housekeeping started around 9 o’clock, bugging me constantly about leaving where she could get in to clean the room, but my check out time was not until 11. So the Hotel is a wonderful place but the people who work there they did not do a very good job. If you make a reservation with them I would check behind them and make sure there’s no mistakes."

"A friend and I just stayed there Friday/Saturday before Labor Day. The place is clean, both outside and the rooms. The staff was very polite and accommodating. I would definitely stay again and probably will due to proximity of great motorcycle roads."