Cabins for You

Jessica, thank you for reaching out. We hate to hear your experience was so poor, and we completely understand your disappointment and frustration. Our guests' safety is important to us, and we were working diligently through the winter storm to ensure our guests were notified of the weather conditions. We offer both trip insurance and cancellation protection to all our guests for purchase as an added protection for your stay, and we highly encourage the purchase of one or both products during the winter months, as the weather can be hard to predict. Unfortunately, neither were added to your reservation, and while we're truly sorry this situation happened, we're unable to accommodate your request. Again, we do apologize for the trouble you went through, and do hope you will be able to enjoy the Smokies in the future, regardless of where you may choose to stay.

Sue, thank you for your honest feedback. We hate to hear you experienced any inconveniences during your stay with us, as this is not how we wanted you to spend your vacation. We can understand how alarming it must have been to experience an inadequately cleaned cabin and broken appliances, and we appreciate you bringing your concerns to our attention. Though we were unaware of some of the issues you are reporting, we're glad that we could send someone out to do a touch-up clean, although we understand this was not done to your satisfaction. We will follow up with the departments directly involved and upper management regarding your feedback to ensure this property is brought back up to our standards. Although it was not your desired resolution, we did offer your cleaning fee back to you in the form of a gift certificate towards a future stay with us, and ultimately this was declined. Again, we sincerely apologize and would love to have the opportunity to host a more enjoyable stay for you in the future, as this is certainly not the norm for us.

Gina, we completely understand your disappointment and can recognize where your frustration lies. Before arriving at your vacation home, being notified the dryer was out when you're accommodating 4 families is not the way to start your getaway. Then, to arrive at your destination to realize the fireplace would not light, the HVAC wasn't heating the cabin properly, non-functional appliances, broken furniture, flipped mattresses, and much more are certainly unacceptable to us. This is by no means our standard, and we sincerely apologize for the poor experience. We truly appreciate you bringing these matters to our attention right away, and though we're glad we could address some of the issues promptly, we hate that some problems went unresolved. However, since check-out, we have had the furniture professionally cleaned, the light bulbs have been replaced, the TVs are functioning correctly, and the broken chairs have been removed from the property. We are still working diligently with the departments directly involved regarding the ice maker and water dispenser to have these items fixed as soon as possible. We are truly grateful for your feedback, as we strive to ensure all of our cabins are in pristine condition, and your comments helped us improve. Again, we sincerely apologize for the issues you and your family had to endure on what is supposed to be a relaxing time together. We hope to have the opportunity to host a more enjoyable stay for you in the future, but we understand if you choose to stay elsewhere.

Melanie, we are so sorry your experience was unsatisfactory, especially when this was supposed to be a time to celebrate life with each other. We can certainly understand where your disappointment lies, and we appreciate you letting us know of these issues right away. We are still working diligently with the departments directly involved to ensure this inconvenience does not persist, and we hate this happened during your stay. We're glad we could send someone out to patch the holes created by the woodpecker, but we understand the bird continued to form new holes, and we understand how frustrating this must have been for you. We are so sorry for the issues you had to endure during your stay with us, as this is certainly not how we wanted you to spend your anniversary. We would love to have the opportunity to host a more enjoyable stay for you on your next visit to the Smokies.

Erik, arriving at your vacation only to encounter an unkempt yard and inadequate cleaning is certainly disappointing. We can understand your frustration when entering the property only to have issues with a leaking faucet and a foul smell coming from the mattress, on top of the area having a power outage causing you to lose power and water. This is nowhere near our standard, and we regret to hear your vacation was impacted negatively. We appreciate you bringing these matters to our attention right away. We would have been happy to send someone out to take care of the inconveniences, but we understand you did not want housekeeping to come back out, as this should have been taken care of before arrival. We have passed your comments and concerns along to the appropriate departments, and we will work with upper management to ensure this is rectified immediately. We hate to hear you felt uncared for as we truly value you as our guests, and we again apologize sincerely for the inconveniences you had to face. We hope you will be able to revisit the Smokies soon for a more enjoyable stay.

Brooke, we truly understand your disappointment, and we are saddened to hear this was your experience. Having issues with the hot tub and the pool must have been frustrating, especially when these were the amenities you were looking forward to enjoying. On top of that, you had difficulties contacting us, and this is absolutely not how we wanted you to spend your vacation. We appreciate your bringing these matters to our attention as soon as possible, and though we were able to send a vendor out to rectify these inconveniences, we can understand the discomfort this caused. We recognize you were also misquoted regarding adding an extra night, and we can assure you this was not done intentionally. This has been brought to the attention of management, and we sincerely apologize. Again, we truly hate your stay was not as enjoyable as you or we would have hoped, and we would like to have the opportunity to provide you with a better experience in the future, as this isn't normal for us.

Tiffany, we can certainly understand how frustrating it must have been to encounter bed bugs during your stay, and we absolutely hate this happened. We have strict procedures in place in the event bedbugs are suspected, and we're grateful you let us know right away so we could get pest control out to evaluate the situation. As bedbugs were unfortunately confirmed, we advised of the available options available in terms of a refund, and the decision was made to leave the cabin. We promptly processed the agreed-upon refund as discussed, and we again hate this situation happened, as we know this must have been alarming. Unfortunately, no lodging or hospitality company is exempt from encountering bedbugs in rare circumstances, and while they certainly are alarming and can be troublesome to exterminate, they are able to be resolved with proper treatment by a professional.