Cabins for You

Mark, we're disappointed to hear of your poor experience and are so sorry for the frustrations you endured during what was supposed to be a relaxing getaway. We can only imagine how disheartening it must have been to encounter cleanliness issues, non-functional amenities, missing curtains, an unkempt yard, and much more on vacation. By no means is this our standard, and we're so sorry for the issues you and your family faced. We're glad we could send maintenance out to inspect the hot tub. However, we hate we were unable to rectify the issue during your stay. We're truly grateful for your honest and detailed feedback and have shared these concerns with all departments involved. The property has undergone an extensive inspection following your departure, and we're working diligently to ensure all issues are addressed promptly and efficiently. No one should have to experience this on vacation, and we want to ensure these problems do not persist. Though we're pleased you were able to speak with management about your experience, we understand the offer presented was not your desired resolution. This offer is still available should you change your mind, as we do hope to host a more enjoyable stay for you in the future.

Thank you for reaching out to us, Misty, and we're so sorry for the inconveniences you faced upon arrival resulting in being unable to stay at your cabin. Though it does state on our website that a 4-wheel drive is recommended, we recognize we could have been more proactive in informing you of the conditions. We never want our guests to feel that they are not cared for or that their concerns are not being heard, and we're saddened to hear this was not the case. At the time of booking, we do offer insurance for additional protection should an unforeseen occurrence arise. Unfortunately, this was not added to your reservation, and we were unable to move you to another property under this circumstance. We recognize how alarming this must have been, and we understand your decision to find other accommodations. We have shared this encounter with upper management and appreciate your honest feedback as we continue to grow and better our processes. We sincerely apologize for the disappointment and frustrations this caused and hope this did not deter you from revisiting the Smokies in the future for a more enjoyable getaway.

Beth, we completely understand how frustrating it must have been to deal with cleanliness issues, worn furniture, ripped bedding, and pests during your supposed to be relaxing vacation. We never want our guests to feel uncared for, and we sincerely apologize for the trouble this caused. Though we tried to send someone out to rectify the concerns you were facing, we understand not wanting to cancel your plans or leave your belongings behind. Rest assured, the issues you encountered are unacceptable, and we appreciate you notifying us immediately. Although we were unaware of you experiencing problems with bed bugs, we have had pest control inspect the property, and the cabin tested negative for bed bugs. We have also shared your concerns with all departments involved for an immediate review of the cabin as we strive to ensure all our properties are in pristine condition. We're glad you could speak with management regarding your experience, and though initially the gift certificate was accepted, we understand it was not your desired resolution overall. The offer presented is the most we can offer, and we have emailed the gift certificate to the email we have on file. We regret knowing this is how you spent your vacation, and we would love the chance to show you a better time as this is certainly not how we operate.

Jessica, we certainly understand your frustration, and by no means is your experience acceptable to us. None of our guests should have to encounter inadequate cleaning and broken or nonfunctional amenities during their vacation, and we're so sorry for the dismay this caused you and your guests. Though we hate we could not accommodate a late check-out for you, we have canceled your membership. We strive to provide worry-free vacations and excellent customer service, and we're disappointed to hear this was not the case. We have shared your feedback regarding the cabin with the departments directly involved for an immediate review of the property. We have also notified the department heads of your experience as we never want this to happen again. We sincerely apologize for your poor experience and understand where your frustrations lie. This is not the standard getaway we hoped to provide, and we would love to show you a better time in the future. We hope your next visit to the Smokies is more enjoyable.

Kenzie, we're so sorry your stay was disappointing and can understand where your frustration lies. We truly appreciate you notifying us of your concerns. We're glad we could send the appropriate personnel out right away to inspect the property. Though pest control informed us that the cabin did not have bed bugs, we understand your discomfort and decision to stay elsewhere. Rest assured, this is not our standard practice, nor is it the vacation we hoped to provide. We're grateful for your honest review and are saddened to hear of your poor experience. We have shared your feedback with the departments directly involved to ensure this does not happen again. We would love the opportunity to show you a better time in the future. However, we understand if you choose to stay elsewhere and hope you can revisit the Smokies soon for a more enjoyable getaway.