Cabins for You

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.

Joseph, we are so sorry there were issues at the cabin that made you and your family feel neglected, especially when this is supposed to be a time of relaxation. This shouldn't have happened and we sincerely apologize. We can understand how frustrating it must have been to have to deal with the dryer not working, as well as encountering leaks and other concerns, and we hate your vacation was negatively affected by these things. And while we did send our maintenance staff out to address these problems as best we could, unfortunately, these were unable to be resolved during your stay and we truly hate this was the case. Management has been in touch with you since your stay, and our offer of a gift certificate to be used towards a future stay is still available to you should you change your mind. We sincerely apologize for your poor experience, and we are working with the departments directly involved to ensure these items are rectified appropriately. We hope this experience does not deter you from revisiting the Smokies in the future, no matter where you may choose to stay.

Joseph, we're saddened to hear your experience with us was so poor, and we're truly sorry this happened. We can certainly understand how alarming it must have been to encounter suspected bed bugs, especially when you were supposed to be celebrating such a special occasion. We appreciate you letting us know of your concerns right away so we could have pest control inspect the property as quickly as possible. Unfortunately, the vendor was unable to inspect the cabin until the next morning, and we understand this was beyond inconvenient. Upon inspection, the cabin did not have bed bugs. As such, per our policies laid out in our rental agreement and on our website, we're unfortunately unable to offer a refund in this case. Again, we apologize greatly for your negative experience, and we hope your next visit to the Smoky Mountains will be more enjoyable.

Krystal, we're so sorry about the experience you have had, and we can completely understand your frustration. The membership we offer is designed to offer guests exclusive discounts and perks, and while we do our best to lay out the terms and conditions in multiple places on our website, we sincerely hate there was any misunderstanding on this. In addition, you've had difficulty in contacting an agent to discuss the options available to you, and we do apologize as this is not up to our standards. The membership in question has been cancelled as requested, and we are addressing this with upper management as it should not have taken this long to work out the details. Again, we do apologize for all the frustration this experience has caused you, and we hope you will be able to have a better experience when you visit the Smokies in the future.

Brian, we completely understand how disappointing this situation must be for you and your family, we know you were looking forward to another wonderful Smoky Mountain vacation at the cabin and we're so sorry it became unavailable. As soon as we were informed the cabin you had reserved was no longer going to be available on our program, we reached out with alternative options, and we hate you were initially dissatisfied with those cabins. We're glad we were able to find a suitable cabin for your dates, which was agreed to, and we do apologize for any and all inconvenience this situation has caused. We look forward to hosting you soon, and hope your visit is as pleasant as others you've had in the past.