Terrible Experience - Unprofessional Business Practices I travel a lot and this tops the worst experience I have ever had with lodging. I regret I am unable to give Stonebrook Lodge zero stars due to their extremely unprofessional behavior related to our stay. My husband and I decided to schedule a Valentine weekend getaway that included a stay with Stonebrook in Bryson City, NC. We rented the jacuzzi King suite and upon arrival, I immediately noticed the jacuzzi jets were filthy. (photos attached) In the jets, you could see black mold and mildew. It was disgusting. Since we arrived so late, I notified the attendant on duty (Eloisa) the next morning and while she apologized and stated she would have this taken care of, it was a poor attempt to clean it, and it was still dirty. We did not feel safe using it. On Sunday, February 15, the entire town experienced a power outage around 11:30 am. Understanding this was not the fault of the lodge; however, there were NO provisions during the outage, and they DO NOT have a back up generator. NO ONE alerted the guests or even tried to accommodate. The power was expected to be out for more than 5 hours; therefore, we decided to check out a day early. When I spoke with the attendant on duty, her concern was the guests scheduled to check in and not the guest already there. NO ONE reached out to the guests there out of courtesy in the situation. The acknowledgement you sign states no refund if you check without giving a 24-hour notice. They do not take into consideration for this type of situation. They take no responsibility and expect the guests to assume this cost for their inconvenience. This in itself is ridiculous. There is NO attempt to provide any sort of 'customer service' for such an event. The attendant said this happens 'all the time' so you would think they would have a backup generator. I attempted to contact the manager (Lindsey) twice leaving a message and as of today, she has yet called me. NO ONE in any leadership capacity contacted me about my concerns for the refund of one day. Under NO circumstances could I recommend ANYONE stay at this establishment. They are extremely unprofessional. There is a total of 3 Stonebrook Lodges, and they all are under the same leadership. read more

Stonebrook Lodge - Jacuzzi jets - black with mold and mildew - Hotels Near Me - Bryson City, North Carolina

Stayed here for a trail race in Tsali as it was the recommended hotel for the race and they offered a discount. Front desk associate was friendly when we checked in late Friday night. Lobby was inviting, even welcoming runners to the race. They even let us know they would start the free breakfast at 5 am to accommodate runners the next morning! The room was clean and had a fridge and coffee maker. Breakfast the following day was the standard continental breakfast plus waffle makers and was kept well stocked the whole time. Returning from our race the next morning we were surprised to find beds made and towels restocked as many hotels don't do that anymore. The place was quiet and convenient to downtown Bryson City, walkable to most places. It also had an indoor pool. Definitely a pleasant experience and I would highly recommend it while staying in Bryson City. read more

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The exterior of the lodge is pretty, and the beds were very comfortable. I do wish the decor inside was more mountain inspired. The breakfast was badly missing protein options and fresh fruit. The location is great for walking around Bryson City. The bathrooms were clean. Overall a good stay. read more

Found the Stonebrook Lodge while looking for a stay near the Polar Express. Located right in town and walkable to the Polar Express, restaurants and shopping. Friendly staff: had a reindeer scavenger hunt set up for the kids with a cute goodie bag prize. Done on your own time, not a set time which was perfect. Indoor pool which was a great addition. Occupied my 4 year old for close to an hour. Continental breakfast included. Nice selection of cereal, bagels, muffins and waffle maker. Pictures show bar seating but it looks like it's there for additional breakfast seating. There is no bar here with alcohol and no restaurant for late night snacks but the room had a small fridge and a microwave and sink. My only complaint was the blanket on the bed was as thin as a bed sheet. I wish I had said something bc when I left on the last day I found warm fuzzy blankets in the dresser drawers that I had never opened :/ read more

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The staff were polite and accommodating. The lodge was very clean and beautifully decorated. Rooms were spacious with a small refrigerator, microwave and coffee maker. Large tv with good variety of channels. Large parking areas. Included breakfast was continental with muffins, waffles makers, cereal, bagels, etc. Coffee machine was great and available 24 hours. Great comfortable stay in Bryson City. read more

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Stonebrook Lodge Review - Bryson City, NC After our train ride on the last day of our trip, we stayed at The Stonebrook Lodge in Bryson City, and I was pleasantly surprised--especially after the disappointment of our cabin in Gatlinburg. This place was an absolute gem! The accommodations were top-notch: everything was spotless, and the staff was both friendly and helpful. The lodge was beautifully decorated for autumn, with a cozy breakfast area and welcoming reception space. Although we didn't have time to enjoy the inviting pool and hot tub, they certainly caught my eye. Our room was perfect. We had a patio overlooking the mountainside, complete with seating to relax and take in the view. The room included a mini bar area with a fridge, microwave, and coffee maker. The beds, though--wow. Hands down the most comfortable I've ever experienced in a hotel (and I've stayed in some lovely ones during my travels). The bathroom was roomy, modern, and sparkling clean. I only wish we'd had more time to enjoy this beautiful lodge, but we had to head home the next morning. I fully intend to return this spring with my husband to explore Bryson City further and enjoy this charming spot again. -- 5 stars, and I'd give more if I could! read more

Very clean. Large room nice balcony staff very friendly and helpful nice place to stay highly recommend read more

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Our second stay here. Close to everything in Bryson City. The pool and spa are great after a fun day walking around town. The rooms are great and the front desk is super helpful. Can't wait to stay here again. read more

Pros: good pool, breakfast, balcony; clean, pleasant mountain decor Cons: had to wait for room to be cleaned, it smelled of cigarette smoke and deodorizer; no washcloths 1st night, toilet paper holder broken, refrigerator not on. Then, last morning, more than 1/2 hr before check out, WORST thing I've had happen: TWO MEN walked into our room as my daughter was standing next to her bed about to change clothes, and I was in the bathroom. WALKED RIGHT IN, didn't knock, all way in to end of hallway so could see whole bedroom. They did then back out the door saying "So sorry". At check out I slammed my hand on the counter and yelled "WHO THE HELL WERE THE 2 MEN WHO WALKED INTO OUR ROOM!!" The girl at desk showed our room was NOT marked as checked out on her paperwork. She verified my phone number and was supposed to have her manager call me. THE MANAGER NEVER CALLED. NO effort has been made to address it. I feel we should be reimbursed for a HORRIBLE EXPERIENCE. MANAGER. NEVER. CALLED. Poor poor management!! We've been there a few times before, but will definitely NOT be back! read more

We had an amazing stay, beautiful hotel inside and out. Amazing views and AC worked great!! read more

Stonebrook Lodge - Hotels Near Me - Bryson City, North Carolina

I would offer 3 stars if I didn't know the property is only 2 years old and already looking this rough. $144 a night for a room with marks all over the wall, a shower that doesn't drain properly, pilled sheets that itch, half of the vending machines are out of order, and the breakfast is cereal and waffles. It seemed reasonably clean with courteous staff, but the overall condition and show of the place being only 2 years old tells a lot. The room smells faintly of wet dog, too. read more

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If you're going to the Smokeys and don't want to be in towns like Gatlinburg, Pigeon Forge and Cherokee that exist purely to separate you from your money, Bryson City is a good bet. This hotel is right downtown, and is clean and quiet. Not a bad hotel at all. read more

Stayed here at the beginning of November for 1 night room was very tight. View from the balcony was in the direction of the town but was blocked by a giant hemlock tree it was a nice tree tho. The continental breakfast was lacking in choices to say it kindly. There was no coffee. The hotel was clean room was clean. Although I didn't use the pool or hot tub they looked clean and well maintained. Parking is very tight definitely is not trailer and anything bigger than 1/2 ton pickup truck friendly. It was a pain with my F250 but tight. read more

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Beautiful hotel. Very clean. Serves a basic continental breakfast. Will definitely stay here again

This hotel quotes a one time $2.98 fee added per stay. I stayed 2 nights and had the fee added twice to my stay. I have called and emailed to get this corrected. The call said a manager would call me back. The emails are ignored. This is a hidden rip off. Check your bill! I like the hotel but will not stay at a place that rips me off. NOT AGAIN! read more

I booked through booking.com for 2 nights. Upon arrival, we waited at the front desk for more than 20 minutes for someone to show up. When someone did arrive, she advised our room wasn't clean yet as they are extremely short staff (totally understand). Room was extremely tight and our deck view was a grass hill. On our way out the next morning, we told the front desk we would be out for the day if they wanted to get a jump on making up the room. We arrived back late in the day new towels were in the bathroom but beds were unmade and that just seemed a bit weird. The room was clean upon arrival but sometimes that's just not enough. The room price I feel was premium but definitely does not show in what you receive. read more

Very nice stay. Rooms were great. Maybe a little over priced for the area but nice. Staff was excellent. Breakfast was lacking, nothing special compared to the rates. read more

A clean hotel sometimes is just not enough. The hotels exterior is modern and clean, the rooms are modestly appointed and clean but lack USB ports for charging. The parking lot is small and the layout can make it challenging for trailers. Although I called prior to booking to be sure they could accommodate trailers and are motorcycle friendly, the staff was put out by the same when we arrived. Even suggesting we park across the street in another business's lot. The swimming pool is on the inside and the hot tub is located outside. While the hotel posts signs that they are a smoke free facility, smoking abounds at the buildings perimeter. We were set back at the ongoing smoking of marijuana in and around the hot tub. What stood out most here is the acute lack of hospitality throughout our five day stay. There were 5 adults in our group and we all felt it equally. They say it starts at the top and I can see how it moved throughout the staff. The manager really had a chip on his shoulder. He just wasn't pleasant, ever. We decided to go out of our way with kindness from the very start. Sadly, he showed no movement from his "I don't want to be here; I'm doing you a favor" ways. A continental breakfast is served in the morning. However on one of the mornings there was no coffee available as the dispenser was not working. This garnered a clear chuckle at the ineptness of staff by many of the guests who had come down for their morning cup. Fortunately someone in our group was able to fix the machine with the approval of the staff. It simply required a new coffee dispenser unit to be installed as the old one had been depleted. Cheers abounded for this Morning Java Saver guest, who I might add also had to advise staff that the garbage was overflowing and there was nowhere to place the garbage from breakfast. Keeping in mind this was all in close proximity to the front desk. At the time of our visit, the bar was not operational as they did not have a liquor license yet. I have included pictures. One of a faucet that did not have the aerator attached and therefore was spraying water like a fire hose. One of a broken toilet seat. One of the view of a room with a balcony which overlooked a hill of grass just feet away, totally blocking any view other than the grass. One of unwrapped utensils that where supplied in bulk for the guests at breakfast time; concerning anytime but certainly in this time of a global pandemic. And lastly, one of an unattended front desk that lasted for 20 minutes. read more