Cabins of the Smoky MountainsReviews of cabinsofthesmokymountains.com

My family and I stayed at this resort October 11-15th, and the only positive that came from the weekend was who we were with. Starting with the customer service, I have worked in the customer service industry for awhile and if I or one of my colleagues ever talked to someone like we were spoken to and how we were treated, we would be fired on the spot. It took several attempts at phone calls to even get things in order for the cabin. When calling to speak with someone at the cabin when we had issues with ours, they were extremely rude and acted like they simply did not care that we were having issues with our cabin and did not want to help us. We were informed that we could check in at 4pm, however we did not actually get to check in until 7pm, that’s 3 hours later and we had members of our party driving almost 13 hours to get here. The excuse we were given as to why we were unable to check in was due to the cabin not being clean yet, yet when we got there they were still cleaning and we had to go behind them and clean the cabin ourselves. The bath tubs had mold growing in the jets as well as the filter in the jetted tubs, the upstairs stand alone shower would not drain due to the lumps of hair being stuck in it, and the sinks all had left over tooth paste in them. The hot tub was not clean, there was just new chlorine tabs added to the filter, which made it completely unhealthy for us to use. There were fragments of stuff floating in the water, so much so that we were fishing things out before we could use it. Proper hot tub cleaning use for this type of place mandates that a hot tub be clean after each new group checks in to the cabin due to germs and making sure no mold or anything dangerous is growing in this area. This can cause infections if any of us were to have an open wound, causing you to be liable for the medical bills. Not to mention the extension cords that were just plugged in near the hot tub. The stove was improperly kept, the large left coil was completely broken upon our arrival and the port where it was to plug in was unsecure and unsafe. The “fix” was bringing a new coil and plugging it in to the old port which was still broken, which is a big fire and electrical hazard. The top of the dishwasher would not wash any of the dishes, we tried several times to see if it were just clogged with water, however that was not the case and the racks were extremely rusted. The faucet in the sink, would not stay secure and would also leak when trying to use and after use each time. For the amount of guests that were staying at the cabin, there were not enough towels. We did inform someone at the check in desk of this at least three times, before they decided to show up close to 10pm, we had been calling since 8am the first day we were there. Upon arrival to the cabin we did notice that the cushions on the main couch were not kept up and were falling apart when you would try and sit on it. When we arrived, there was left over trash from previous guests, that did attract wild life to our cabin. We had absolutely NO paper products for the cabin, so we had to go out and purchase it ourselves. The entire time we were there we had absolutely no internet, we called several times for someone to come and fix it, for them just to say “yea your internet is out there is nothing we can do.” We had several college students staying at the cabin who needed to turn in homework and all during this weekend. Another issue we had with is the rooms lights not working. We tried everything we could to get lights working throughout the entire cabin to only have a few that worked. I believe if the cleaning crew actually did their job, they would have noticed immediately that there were lights out that needed to be replaced. The sheets smelled like cigarette smoke, as well as finding cigarette burns in the comforters, a few of our group have health issues so that did not come from us. The blankets with cigarette burns did have a white sticky substance around it which has ruined one of our guests suit cases. When taking the trash out from what we used, we did notice ash and cigarette buds in the trash can itself, which looks like it had been there for awhile. The fireplace was not working the entire time we were there, and we did not call to complain due to the fact no one would come and fix any of the other issues we had. Every mattress in the cabin had springs that were completely shot, making it extremely uncomfortable for all of our guests. The stand alone shower had flooring so lose we thought we may fall through onto the down stairs bathroom. I honestly feel like we have been taken advantage of, and the only way we would get any part of a refund is if we bump up the star rating on google, which is not the “Christian” thing to do, which you pride yourself on, on your website.

10/24/2018 Rachel Kimble of Gatlinburg Falls Resorts contacted me to try and resolve this issue but her way of resolving all of the issues was to offer my friends and I money to raise the rating to 3 stars. I told her we would accept the refund but we refused to change the rating because ratings are meant to be honest, she cut off all contact and did not refund us any money. This is not the company who you want to stay with when you visit the mountains! We stayed in Peak of Perfection on October 11-15, 2018. The cabin itself and the views were awesome. I was not however impressed in the least with the customer service. It took multiple phone calls in the booking process to get things in order. We were told we could check in @4 and we would receive our virtual check in code the day we checked in. I called the day of and was on hold for 45 minutes because I still did not have a code to check in. The lady on the phone said the cabin wasn’t clean just yet and that we would have to wait to get our code. I was thinking a few minutes. TWO HOURS later the other guests in my party were finally told they could go to the cabin just to find them STILL cleaning it. I received the check in code at 6:45 p.m. If you have your check in time at 4, you should do a MUCH better job at preparing and getting the cabins cleaned on time for the incoming guests. Not to mention that once we arrived at the cabin, we didn’t have enough towels to go around and the WiFi did not work. Throughout the weekend we also realized that the left half of the stovetop does not work (the front burner was not even attached) and that the top rack of the dishwasher does not work. It does not wash anything. I suggest if you are going to charge as much as you do for a cabin, you should at least ensure that everything works and is in good condition.

Cozy Bear cabin in Sherwood Forest Resort has the potential of being a wonderful place to stay while you enjoy the activities in Pigeon Forge. Unfortunately, it is managed by cabinsofthesmokies.com which is a division of the Gatlinburg Falls Resort. Their website was easy to use and allowed us to choose a cabin which fit our needs. However, as we sit here, I am becoming increasingly disappointed with the poor service provided by the management. When we arrived, the tv's were not working. We informed the management and were told that service would be restored. The next day, with the tv's still out, we called again and were reassured that someone would be out to take care of the problem. By the evening of the second day, nobody had responded. We are entertaining two children who would be much happier if tv was available as advertised. In addition, we reported that the whirlpool was not working properly. Nobody has come to check the problem. Kitchen equipment was sparse. There were no towels and the condition of the utensils was poor to say the best. This could be a nice cabin if the management cared to provide what they offered, which was a luxury experience. This is the most expensive cabin we have rented in the Pigeon Forge area but the first we have rented from Gatlinburg Falls Resort. This is the first cabin out of 7 previous rentals with other companies that proved to be a problem. We have found that there has been no response to our requests for help and this will certainly be the last time we do business with this management company. Later this evening a service man finally showed up and told us the whrlpool is not only broken but possibly hazardous. So, no whirlpool and no TV this stay. Wow!

The cabin was nice - service was terrible. This is long - we had a lot of issues. We had a heck of a time dealing with the people in the office. There only seemed to be one person who knew what they were doing there, a woman with pink streaks in her hair - so good luck to you hon, you're surrounded by people who have no idea what they are doing. We originally made our reservations based on the photos on the website, we were going to have our wedding there. So, we called and made our reservations. A week or so later we learned that we could tell them how we would like the wedding facility arranged - we called and asked about chairs and tables. We were then told that the gazebo we had fallen in love with - and was still pictured on the site - hard burned down last year and the facility was now different. So, the entire reason we had booked was now gone. So, they were advertising for something that was no longer there. Then, we booked over the phone for 2 nights, a month before the event they called and told us that the time we booked was a a 3 day minimum and would have to book another day or cancel. We booked with an actual person on the phone - after us making a fuss, they honored their agreement. We attempted to get a draper for the reception hall. They needed measurements - none of which are available on the website. We called to find out, they had no idea - didn't see why we needed them. We kept bugging them and they said that they would get someone to measure it for us and get back with us. They never did. I still don't know the measurements. The woman checking us in also made a snide remark about that. "Oh, we remember you, you are the woman who wanted measurements." and chuckled. How is this an odd request? How does your company not know, especially if they just had the facility redone? The wedding facility has hours from 9 to 9. We had it booked for 2 days. We tried to check in around noon on the first day to get a look at the venue and check it out. They said they weren't ready. So we called again around 2. Still not ready. We drove their at 4 and it was magically ready. We had told them how we wanted it arranged a month prior to check in, again when we checked into our cabin, and again the morning of. It had way more tables, looked like it was still set up for the last usage and had no tablecloths. They promised tablecloths. We waited all day for nothing. We changed venues at the last moment and just got married in the cabin we booked. They wouldn't tell us the address of the cabin or wedding facility. I understand you are worried about your current quest, but they couldn't tell us what town it was in or the area. We had people driving and flying in for our wedding and couldn't tell them anything. It was very frustrating. I think that they should have of made an effort to give people an idea of where they are staying. It was just an unpleasant experience. It seemed like every dealing with them was a hassle, like we were bothering them with simple questions, and that it was a chore to help us. The only good think was the cabin was nice. It had a few cobwebs, but was nice.

Our cabin check in time was 4pm, was told there would be a little delay (5pm) because of all the people leaving (200 was what the gentleman behind the desk stated). We waited till 530pm with 2 children under the age of 2 in the car. Finally, after going in and complaining, all of the sudden it was ready! When we arrived to the cabin, I have never had such a huge disappointment! We are sharing a driveway with another cabin that is off a main road, or that there is no access to the river, that was never shared when you make a reservation. The river view was covered with overgrown weeds. Then on approach to the front door (it looked like someone had kicked it i a few times) we went in. The floors were so dirty that my kids feet were black within 15 minutes. The appliances were broken, there were multiple cobwebs that have been there for some time, blinds were broken or missing, the DVD player was missing a cord, the bathroom in the lower level was a disappointment as well. I was irrate! When we called to inquire at the main office about toilet paper they told us that we only get one roll per bathroom due to a limited supply in the office. I had reached out to heather (manager) 8/13/18 at 2:17pm to voice majority of my complaints. By 4 pm Tracy (from maintance) showed up to dust a picture frame and fix the DVD player cord. We asked for a mop and we would be willing to do it ourselves, He also said that he was going to look for a mop, if he found one then he would bring it back. He was also asked for a vacuum cleaner. Which he stated they don't have them. With such a delay in check in, you would expect it to be clean. Have not heard from anyone since. Called again 8/17/18 at 6:45pm, talked to Hope. She assured me with the business that someone (a supervisor) would be calling me back within the hour. No return call as of now.

Don’t even attempt to stay in the area through this company. Cabins are poorly cleaned, amenities available are either redundant, don’t work, or worked poorly. Had no cellphone service from the cabin, advertised PS4 and smart TVs, neither worked fully because there was no WiFi either. Not to mention the fact that any sort of customer service is nearly impossible to get, be prepared to call and be on hold for at least 30 minutes. Purchased tickets for the Dolly Parton Stampede IN THE MAIN OFFICE and was basically robbed. Greg took the debit card, paid the company 200 something dollars, and didn’t even order our tickets, not to mention the fact that he “sold” us tickets for a 3:30PM show, that doesn’t exist. We called in the morning to make sure our tickets were there, which they weren’t , we were given new tickets with the Stampede logo on top. When we got to the Stampede they let us know that the show was sold out already, and our tickets were for the other dinner show, while the Stampede logo was printed on top. Thank goodness for the staff at the Dolly Parton Stampede for figuring out this issue for us, otherwise we would’ve been out all of that money and not even gotten to see it. We’ve been trying to call the company to complain since we left, and have been ignored every time. Best part of this review is that these weren’t even all the issues we had. This company is a joke, rent elsewhere.

Let me start off by saying I've never stayed in a cabin before and was impressed by the pics online and amenities, but that quickly changed on Friday, August 10, 2018. A large group of us (16 ppl) rented Vista Hermosa Manor for the weekend and problems began at checkin. We traveled through Pigeon Forge to Gatlingburg in the mountains to checkin by 4pm only to be told we can't checking yet because it hadn't been inspected yet and it would be another 30 mins. (OK fine). Then the cabin wasn't in Gatlingburg.... but in Pigeon Forge. (Why?) We were then told they would email us the address and directions to the cabin. Well, let's just say the directions were horrible. It took us 2.5 hours to find the cabin after one person talking to an agent at the Pigeon Forge office and another person talking to an agent at the Gatlingburg office getting step by step directions. It was way too much especially driving around all the steep curves with 3 vehicles following each other and getting dark outside. When we finally found the cabin, the landscape outside was a mess. Trash turned over in the garbage can with clothes and shoes on the ground. The furniture on the porch was old and broken. Once inside, the cabin looked nice. Everyone spread out and looked around, then we began to find things wrong. The theatre room was the worst. The carpet was wet and the movie equipment was also wet. The TV's in the basement did not work. No internet reception even after hooking up to the WIFI. Immediately called the office and was told maintenance would come check it out. In the mean time..ppl were attempting to shower.....guess what....no hot water on one side of the cabin and the other side had with hot water had low water pressure. Finally maintenance arrives and picks up the Projector equipment and water pours out. He tells us the owners/agents were aware of this problem before and stopped renting this cabin for 4 weeks to fix these issues, but would let his supervisor know. So he was no help. Later that night it stormed so bad the basement flooded. (Theatre room, bathroom, bedroom and game room.) The water was coming in the the back of the wall behind the projection equipment. It looked like a waterfall. We took video! I wish I could post the video and pics. We had to pull all the twin mattresses off the bunkbeds and take them upstairs for the kids to sleep on. The pull out sofa beds were also broken. The next morning we notified the office and was told maintenance had to come a verify our claims. I told Nicole (agent) that's fine....but we wanted restitution. We didn't wait for them to call back....we went to the pigeon forge office and made our complaints in person. After some hours showing pics and VIDEO.....they offered to refund 1/2 of our $$$$$. Not acceptable. I saw that this particular cabin "Vista Hermosa Manor was scheduled to be rented on Wednesday, August 15th...... I hope someone reads this review and cancel their reservation. The bad part about this agency is....someone is inspecting these cabins prior to guests checking in.....if the inspector is really doing their job....this would have NEVER happened. They will lose more money with guest NEGATIVE complaints. Cabins in the Mountains need to do much better than this.

Well where do I begin. We reserved a cabin for 5 bedrooms, they called the day before and said Sweet Mountain Dreams wasn't available and gave us a supposed upgrade (River's Edge Retreat). We got there, it was dirty. The big windows in the living room were dirty and cobwebs were everywhere. More than half the power outlets did not work through out the house. The master bed room faces a gas station and the main road with no curtains or privacy whatsoever. The last day my mother in law had a rodent run across her foot and went under the dish washer in the kitchen. I have been to the area many times and stayed in cabins before. I will never use Cabins of the Smokey Mountains ever again and I do not recommend to anyone.