Cabins for You

Thank you so much for your great review, Chris! We're so happy to hear your stays with us have been pleasant and enjoyable, and it's been our pleasure to host you. We're looking forward to hosting you again in the future for more wonderful cabin stays!

Kevin, we're sorry that you had trouble with the hot tub at your cabin, we can certainly understand that being a major disappointment and we hate that this amenity wasn't able to be fully utilized during your stay. While we did advise of some steps to take to raise the water temperature, we hate that these were ultimately unsuccessful in fixing the problem during your stay and you were unfortunately unable to enjoy the hot tub as anticipated. We do apologize that you weren't followed up with appropriately, and have discussed this breakdown in communication with all parties involved. While we can understand your frustration, attempts were made to address the issues during your stay and an attempt was made to resolve things after your stay. Again, we extend our deepest apologies for this poor experience.

Nicque, we're truly sorry this situation surrounding your reservation happened, we know it must have been disappointing to have to cancel your planned trip and we understand your concerns. Our cancellation protection policies are designed to give our guests as many options as possible to protect their stays, and when you book online, a guest must click to decline the cancellation protection options prior to submitting their reservation. We understand you were under the impression you had selected the cancellation protection when you booked online, but unfortunately this was not added to your reservation. We looked into your reservation and did advise you that the reservation could be cancelled and should the dates be rebooked, a partial refund could be available. We do apologize for any and all inconvenience this has caused, and hope you'll have the opportunity to enjoy the Smokies in the future.

Tammy, we completely understand your frustration and disappointment, we know arriving to your cabin only to find it hadn't been properly cleaned must have been so disheartening and we apologize that you had to deal with this. This is not acceptable to us, and we are so sorry this happened during what was supposed to be an enjoyable vacation. In addition to the cleanliness concerns throughout, you discovered mold in areas, ants, missing shelves in the refrigerator, and broken items, not to mention 2 leaks in the cabin. While we do appreciate you letting us know about the leak the day after you checked in, unfortunately this required the assistance of a vendor and this was unable to be resolved during your stay. And while we did offer to send someone out to address the cleanliness issues, we understand you declined this and we're sorry this was the case. We do appreciate your honest feedback and we are working diligently to address all issues at the cabin. Management did reach out to you with an offer of a gift certificate to be used towards a future stay at any of our 400+ properties, but unfortunately this offer was declined. We sincerely apologize for all the inconvenience and trouble you encountered, and this offer is still available to you should you change your mind. We do hope to have the opportunity to serve you with a better stay in the future as this is not normal for us, but understand if you choose to stay elsewhere when you visit the Smokies.

Jaclyn, we are so very sorry to hear you discovered roaches in your cabin upon arrival, we completely understand your concerns and hate that you had to deal with this. And to make matters worse, the cabin was not properly cleaned. We hate that you had such a poor experience and would like to look into this further, but unfortunately are unable to locate a reservation for you. Please contact us at 800.684.7865 and an agent would be happy to assist you so we can get to the bottom of this. We do hope to hear from you as this is concerning to us.

Heather, we truly apologize that you had such a poor experience. We know that it must have been so disappointing to arrive at your cabin for a family vacation to discover that the water wasn't working properly. This cabin does share a well with another property and the well can deplete depending on usage, which is, of course, at no fault of yours. We wish we had more control of the water in this situation, and are diligently working to increase the well capacity at your original cabin but unfortunately these upgrades have not been completed. We did offer an upgraded property the next morning, you visited the property and confirmed it was acceptable, and a mutual decision was made to move. We were fully booked during your stay, so this property was the only one available and we apologize if you felt this was forced on you as that was certainly not our intention. While the cabin is brand new and fully functional, we apologize that there were some construction items left on the property and these have since been removed. While this offer to move was accepted, we understand this resolution was not the one you were hoping for ultimately. Per the signed rental agreement, we do not offer cash compensation but did reach out with an offer of a gift certificate towards a future stay. Unfortunately this offer was declined, and we're sorry this offer was unacceptable to you. We again offer our sincere apologies for the trouble you encountered and understand you may choose to stay elsewhere when you visit the Smokies, but we hope to have the opportunity to provide you with a better experience in the future.