On 4/16/17 I checked into the Eagle's Nest cabin. After settling in and using the shower, we noticed an extremely strong odor that smelled like raw sewage. Two of our guests became ill from the smell, and I contacted Customer Service who replied with "that was supposed to be fixed". This tells me this was a known issue, and due to this, they immediately offered to move us to a new cabin as this one had a sulfur leak in the water line.
We attempted to obtain a cabin that offered the same features as this one, however were limited due to availability and their inability to use common customer service skills. There were no cabins available matching the amenities that we had, except for cabins with more bedrooms. We were advised that we could not be moved to a larger cabin, even if it had the same amenities, because they would be losing money. They told me if I wanted to move to a larger cabin, that had the amenities I booked, I would need to pay the difference- which was quoted to me as over $1000. I spent over an hour trying to get them to understand I wasn't trying to get a larger cabin, but rather, the amenities I booked (king beds and jacuzzi rooms). Unfortunately they booked me into a new cabin that they said had those amenities, and turned out to not have them. Of further concern however is that when we checked into the new cabin (6 hours later), we were greeted by finding the doors wide open, tv on and several maintenance issues. There were smoke detectors hanging from the ceiling, wires hanging from the ceiling, a broken door that did not open to get outside from the bottom level, and a flooded second floor with wet carpet on the first floor as well. We immediately called customer service who sent over a technician to remove the water from the flooded HVAC unit. This was around 8:00PM, however the individual sent advised he didn't get his HVAC certification until next week, so he was limited with what he could legally do. It was 11:30 before another person arrived with a shop-vac, and that person woke my children by sucking water from the wall until almost midnight. Nothing was done for the flooded carpeting, and we were left to walk through it in order to get to the bedrooms upstairs. We called management three times trying to reach a manager, and when we finally did, she stated she had no idea any of this happened - and no one had told her about it (even though they said they were taking my messages). She stated that we breached contract by leaving the first cabin that smelled like sewage (even though they gave us no choice but to leave that cabin), and that the current issues were not a health hazard so she was not going to move me again. She stated that I was under contract with the privately owned unit, and that these were issues that could be fixed. She stated that they would immediately send over someone to shampoo and dry the carpets, since I advised I was traveling with a very young 1 year old who still crawls. I waited two hours, and still - no one showed. The carpets remained saturated on two levels, the cabin smelled foul from the wet carpet, and the customer service was non-existant. Natalie advised that she "may" issue a credit at the end of my stay "depending on the remainder of the stay", but she could not state whether or not I would for certain receive a credit. She did however continue to firmly state that she would not be moving me because that would give me "an option to say I didn't like something about the other cabins, too". I advised that this was not me 'not liking' the cabins, but these were genuine health issues and hazards. I paid nearly $1500 to stay in this cabin, and we literally could not walk across the carpets without water covering our feet. I have videos, I have call records, I have photos and an entire trail of this situation. I reported the business to the BBB and they responded with an entirely different story about the first cabin, stating maintenance came out AFTER I called and they then determined there was an issue and moved me. This could not be further from the truth. Additionally, they state that had I asked to move from the second cabin that was flooded (which they referred to as a minor water issue), that they would have moved me. However, I asked Natalie multiple times, and she firmly stated no. I responded, "So essentially I am stuck in this cabin?" And her response was "yes, these are issues that can be addressed." I threatened to stop payment, and her response was "that's your choice". They literally left us with no options and flat out refused to help, however when contacting the BBB, they change their story to say they offered to help.
As I mentioned, I have photos, videos and call evidence to prove this company is lying. They also stated that they have called me to rectify the situation and I have been unresponsive. I can also show that I have called this company at least three times, and I have not received a call back during the requested time (after 4PM). I would encourage everyone to stay away from this dishonest company, and to spend your money elsewhere in Gatlinburg. There is a reason this company operates under several different names.
I made reservations for myself, wife, daughter and her three children for a cabin at Cabins of the Smokys in Gatlinburg, TN. We wanted one with a hot tub and at least three bedrooms. We settled for one cal DaMar. The pictures provided looked like everything we wanted. I was almost and eight hour drive from our house so we were all worn out when we got there anxious to unpack and unwind. We did an advance check-in so we could go straight to the cabin and were provided an electronic key code. We went up several flights of stairs that were covered with ice. When we got to the porch I keyed in the code. The door made a whirling sound but didn't unlock. I tried many more times. It was 15 degrees out side with a 5 month old baby, three year old and seven year old granddaughters with us all freexing. I called the office and complained their lock wasn't working and we were freezing, also afraid to go back down the icy steps. In all we were stranded outside over thirty minutes before someone came to fix the entry system. When we finally got in the kids ran to where the hot tub was to find it inoperable, filthy and full of frozen water. They should have known that and let us know so we could choose another one. There were six of us and only two wash cloths in the whole place.
We also requested Dixie Stampede reservations for the 6:00 pm show on Wednesday the following night and were told there was only an 8:30 show but there was a 6:00 show on Thursday night. With a baby and two small children 8:30 was too late so we opted for the 6:00 show on Thursday. I went down to the office the next morning to complain about being stranded in freezing temperatures waiting to get inside, the icy steps that should have been scraped off, and the hot tub that was out of order. I asked for a credit towards the first night and was told no, that they would send someone to fix the hot tub and only give us 30 minutes nore to check out on Friday morning. They handed me and envelope that I should have opended immediately that said Dixie Stampede tickets.
We had as good of time as we could in Gatlinburg Wednesday and were having dinner at a restaurant when my phone rang. It was Dixie Stampede wanting to know why we weren't there. I told them the story about the reservation times. She said an opening came up for the 6:00 show on Wedenesday and booked us for that one. NOBODY from the resort called us to ket us know. We were told our tickets were for Thursday. When we got back to the room we opened the envelope and sure enough the tickets were for Wednesday so we missed the show. I called the office the next morning and complained we missed a show we were not told came available and requested my money back. Of course they lied and told me that had let me know. I told them to get me tickets for the Thursday show at 6:00. They let me know a few minutes later that one was sold out!!!
Friday morning were working furiously to get out of the cabin by our new checkout time (10:30) as they charge an additional $125.00 if your go over. At 10:15 the clean up crew was there complaing we were 15 minutes late and they were being inconvenienced. I asked if they knew about my time being changed to 10:30. Of course they didn't. These people did not give a rip about customer satisfaction. I was the worst experience in my entire life!
Cabins of the Smoky Mountains Reviews
On 4/16/17 I checked into the Eagle's Nest cabin. After settling in and using the shower, we noticed an extremely strong odor that smelled like raw sewage. Two of our guests became ill from the smell, and I contacted Customer Service who replied with "that was supposed to be fixed". This tells me this was a known issue, and due to this, they immediately offered to move us to a new cabin as this one had a sulfur leak in the water line.
We attempted to obtain a cabin that offered the same features as this one, however were limited due to availability and their inability to use common customer service skills. There were no cabins available matching the amenities that we had, except for cabins with more bedrooms. We were advised that we could not be moved to a larger cabin, even if it had the same amenities, because they would be losing money. They told me if I wanted to move to a larger cabin, that had the amenities I booked, I would need to pay the difference- which was quoted to me as over $1000. I spent over an hour trying to get them to understand I wasn't trying to get a larger cabin, but rather, the amenities I booked (king beds and jacuzzi rooms). Unfortunately they booked me into a new cabin that they said had those amenities, and turned out to not have them. Of further concern however is that when we checked into the new cabin (6 hours later), we were greeted by finding the doors wide open, tv on and several maintenance issues. There were smoke detectors hanging from the ceiling, wires hanging from the ceiling, a broken door that did not open to get outside from the bottom level, and a flooded second floor with wet carpet on the first floor as well. We immediately called customer service who sent over a technician to remove the water from the flooded HVAC unit. This was around 8:00PM, however the individual sent advised he didn't get his HVAC certification until next week, so he was limited with what he could legally do. It was 11:30 before another person arrived with a shop-vac, and that person woke my children by sucking water from the wall until almost midnight. Nothing was done for the flooded carpeting, and we were left to walk through it in order to get to the bedrooms upstairs. We called management three times trying to reach a manager, and when we finally did, she stated she had no idea any of this happened - and no one had told her about it (even though they said they were taking my messages). She stated that we breached contract by leaving the first cabin that smelled like sewage (even though they gave us no choice but to leave that cabin), and that the current issues were not a health hazard so she was not going to move me again. She stated that I was under contract with the privately owned unit, and that these were issues that could be fixed. She stated that they would immediately send over someone to shampoo and dry the carpets, since I advised I was traveling with a very young 1 year old who still crawls. I waited two hours, and still - no one showed. The carpets remained saturated on two levels, the cabin smelled foul from the wet carpet, and the customer service was non-existant. Natalie advised that she "may" issue a credit at the end of my stay "depending on the remainder of the stay", but she could not state whether or not I would for certain receive a credit. She did however continue to firmly state that she would not be moving me because that would give me "an option to say I didn't like something about the other cabins, too". I advised that this was not me 'not liking' the cabins, but these were genuine health issues and hazards. I paid nearly $1500 to stay in this cabin, and we literally could not walk across the carpets without water covering our feet. I have videos, I have call records, I have photos and an entire trail of this situation. I reported the business to the BBB and they responded with an entirely different story about the first cabin, stating maintenance came out AFTER I called and they then determined there was an issue and moved me. This could not be further from the truth. Additionally, they state that had I asked to move from the second cabin that was flooded (which they referred to as a minor water issue), that they would have moved me. However, I asked Natalie multiple times, and she firmly stated no. I responded, "So essentially I am stuck in this cabin?" And her response was "yes, these are issues that can be addressed." I threatened to stop payment, and her response was "that's your choice". They literally left us with no options and flat out refused to help, however when contacting the BBB, they change their story to say they offered to help.
As I mentioned, I have photos, videos and call evidence to prove this company is lying. They also stated that they have called me to rectify the situation and I have been unresponsive. I can also show that I have called this company at least three times, and I have not received a call back during the requested time (after 4PM). I would encourage everyone to stay away from this dishonest company, and to spend your money elsewhere in Gatlinburg. There is a reason this company operates under several different names.
I made reservations for myself, wife, daughter and her three children for a cabin at Cabins of the Smokys in Gatlinburg, TN. We wanted one with a hot tub and at least three bedrooms. We settled for one cal DaMar. The pictures provided looked like everything we wanted. I was almost and eight hour drive from our house so we were all worn out when we got there anxious to unpack and unwind. We did an advance check-in so we could go straight to the cabin and were provided an electronic key code. We went up several flights of stairs that were covered with ice. When we got to the porch I keyed in the code. The door made a whirling sound but didn't unlock. I tried many more times. It was 15 degrees out side with a 5 month old baby, three year old and seven year old granddaughters with us all freexing. I called the office and complained their lock wasn't working and we were freezing, also afraid to go back down the icy steps. In all we were stranded outside over thirty minutes before someone came to fix the entry system. When we finally got in the kids ran to where the hot tub was to find it inoperable, filthy and full of frozen water. They should have known that and let us know so we could choose another one. There were six of us and only two wash cloths in the whole place.
We also requested Dixie Stampede reservations for the 6:00 pm show on Wednesday the following night and were told there was only an 8:30 show but there was a 6:00 show on Thursday night. With a baby and two small children 8:30 was too late so we opted for the 6:00 show on Thursday. I went down to the office the next morning to complain about being stranded in freezing temperatures waiting to get inside, the icy steps that should have been scraped off, and the hot tub that was out of order. I asked for a credit towards the first night and was told no, that they would send someone to fix the hot tub and only give us 30 minutes nore to check out on Friday morning. They handed me and envelope that I should have opended immediately that said Dixie Stampede tickets.
We had as good of time as we could in Gatlinburg Wednesday and were having dinner at a restaurant when my phone rang. It was Dixie Stampede wanting to know why we weren't there. I told them the story about the reservation times. She said an opening came up for the 6:00 show on Wedenesday and booked us for that one. NOBODY from the resort called us to ket us know. We were told our tickets were for Thursday. When we got back to the room we opened the envelope and sure enough the tickets were for Wednesday so we missed the show. I called the office the next morning and complained we missed a show we were not told came available and requested my money back. Of course they lied and told me that had let me know. I told them to get me tickets for the Thursday show at 6:00. They let me know a few minutes later that one was sold out!!!
Friday morning were working furiously to get out of the cabin by our new checkout time (10:30) as they charge an additional $125.00 if your go over. At 10:15 the clean up crew was there complaing we were 15 minutes late and they were being inconvenienced. I asked if they knew about my time being changed to 10:30. Of course they didn't. These people did not give a rip about customer satisfaction. I was the worst experience in my entire life!
I DO NOT RECOMMEND THIS PLACE!!!!!
Gary
Auburn, AL