Reviews

Review Details

• Review fromPam J

  Date: 02/19/2025

  1 star
  My best friend & I had reservations for 2/20/25 through 2/23/25 and have been so excited about this trip, but since the ice & snow moved into Arkansas yesterday, we are unable to keep our reservation. While I understand no refunds on reservations, I certainly don't understand not being able to reschedule due to inclement weather or even a death in the family. It's not like they are losing any money, as I've already paid for 3 nights, which I won't get to enjoy. I live in Heber Springs, Arkansas and yesterday the entire State of Arkansas received sleet & snow, with way below freezing temps. Our roads are covered in ice and wrecks all over the State. When I called to explain my situation and asked about options for rescheduling, I was then told there are no options and there was absolutely no sympathy or hesitation in telling me I'm basically screwed! I simply lose my money. I can assure you that I, nor anyone I know and can tell about this experience, will ever be booking here again.

• Review fromRaychel R

  Date: 11/21/2024

  1 star
  I would not give a star if that were at all an option! I booked their Mountain Golf Lodge from 11/10/24- 11/16/24 for the exact amount of $5,362.39. I checked in at 4pm on 11/10/24 and by 4:30pm I was calling about spider webs, dead bugs, wasps attacking my guests and I, ladybug infestation (falling on us as we showered), pet hair, dust everywhere, gnats flying everywhere, and gross things stuck to the refrigerator. I was given an ETA via email of 1.5 hours for things to be addressed and no one showed the first night and I was sleepy after an 8.5 hour drive. The next morning my guests and I woke up to a roach crawling out of the kitchen sink. I texted maintenance again asking why my issues weren’t resolved and I also called and spoke with Courtney. I was told my problem wasn’t a priority and I had to email a picture of the roach and the wasp. Maintenance (Craig) came out half cleaned and told me they never had a request sent out for an exterminator previously and he would do so and he wouldn’t sleep well with roaches either. I showed him the picture of the roach. He said it looked like a Japanese roach and he didn’t see any but left a can of ant and roach spray behind for us. An exterminator didn’t come until the next morning very early (11/12/24). My guests and I were breathing in chemicals as we got dressed to try to finally get out and enjoy our trip for the first time. As we were leaving we found another roach that was alive and well so we spent the day looking at other properties all 30 minutes from where we were staying. Nothing was aesthetically pleasing as where we stayed and the last property had terrible parking and the door was left open and we chased moths around trying to get them out. So I left at 9:27pm 11/12/24. I asked the manager Tony for a full refund because this was supposed to be a mental health trip. I’m still waiting to hear from a Owner or billing department. I more than cooperated and they breached the contract! Horrible experience!!!

• Review fromDiane D

  Date: 10/24/2024

  1 star

  Diane D

  Date: 10/24/2024

  NO STAR is most appropriate. Booked w neighbors. Had to cancel on Friday before the reserved day Sunday. Who knew Hurricane Helene would be devastating ? No reimbursement from rental manager as cancellation was not 1 week in advance. SERIOUSLY???!!! Keeping our money was unconscionable. Booking on Hilton Head Is. is a safer raccoon as they recognize illness and “BAD WEATHER” as reasons for make up. We weren’t even offered a re-booking. The ethics & plain kindness of this establishment is truly questionable. Will not book there again.
  

  Gatlinburg Falls Resort

  Date: 11/06/2024

  Dear Diane, Thank you for reaching out and sharing your concerns regarding your recent cancellation. I sincerely apologize for the frustration and disappointment you experienced with our reservation policy. We understand how challenging weather-related events can be, and we regret that Hurricane Helene impacted your travel plans. Please know that our reservation policy is designed to be the most guest-friendly in the Smokies, allowing for flexibility wherever possible. By cancelling your reservation, you did the right thing, as it opened the opportunity for another guest to book that time so that we can offer a partial credit to assist in the rescheduling process, which reflects our commitment to accommodating our guests as best we can under the circumstances. I truly apologize if our cancellation policy has upset you, as it is never our intention to cause distress. We value feedback from our guests and will take your comments into consideration as we constantly strive to improve our services. Thank you for your understanding, and I hope you will reconsider visiting us in the future. Should you have any further questions or concerns, please do not hesitate to reach out. Warm regards!

• Review fromMike S

  Date: 05/04/2024

  5 stars
  Amanda made the reservations for our Family and she was wonderful, friendly, courteous and professional. She answered all of my questions and was so easy to work with, we can't wait to head to the mountains and stay in the Cabin she booked for us. I will let my family and friends now how Amanda made the reservation booking an easy process. Also talked to Robin the day before and she was also a pleasure to talk too.

• Review fromCathi W

  Date: 04/18/2024

  1 star

  Cathi W

  Date: 04/18/2024

  I have not stayed at any of the cabins, but had a reservation for Watchtower. I had paid the one-night deposit. I always look at reviews of everything before I spend money. Stupidly, I did not for this stay. One of my friends got extremely sick a month before our trip, and so I went online to cancel. While traversing the very confusing website, an online chat box came up, asking if I wanted help. I told it what I needed to do (cancel). She explained I would lose the deposit if I didn’t re-book within the next year (I later found that tidbit in some long winded and rather obscure part of the site). The deposit would be put in “escrow”. Who does that? Okay, crappy news, but I accepted it. Cancelled with chat person. I did not receive a Conf number, but didn’t think about it. A few days before the cancelled reservation, I got an email that it was time to check in. WHAT?!?!?!? So I called. I was told that because it was within 7 days of check in, I could not cancel. AND I had to pay for the whole stay if I wanted to put the four day stay in an escrow for one year. The friend that was going with another friend and I, is dying. We were not going to ever come within a year, maybe never. The customer service rep said that the chat box would NOT have cancelled the stay. (well, why did they tell me they could help me?) Plus I was told I only could use the escrow if they rented it out to someone for the same time we were supposed to be there. Guess what? Called today, said they didn’t rent it out, so I am out over ***** (I do not even know the exact amount, unless I look up my bank statement, because receipt is nowhere to be found on site or in email.) I am so disgusted. Of course, because I didn’t read every single rule, I am screwed. But from the reviews of The Watchtower Cabin, glad we didn’t stay there. But I cannot afford to be out all that money. I am so upset. (I would have even settled for a stay later in the year with family instead of a total loss).
  

  Gatlinburg Falls Resort

  Date: 11/06/2024

  Dear Cathi, Thank you for reaching out and sharing your concerns with us. I want to sincerely apologize for any frustration and confusion you experienced regarding your reservation and our cancellation policy. We strive to maintain the most guest-friendly reservation policies in the Smokies, and I understand that our guidelines regarding cancellations, especially due to unforeseen circumstances like illness or weather, can be upsetting. While we cannot make exceptions in these cases, I commend you for canceling your reservation, which allowed others the opportunity to book. I want to clarify that you have $275 in credit available for you to use until April 9, 2025. After this date, unfortunately, the credit will be lost. I know this may not be the outcome you were hoping for, but I hope this offers you some options moving forward. Please let us know how we can assist you further or if you have any questions. We appreciate your understanding and hope to have the chance to serve you in the future. Best regards!

• Review frommegan d

  Date: 04/16/2024

  1 star
  Please do not stay here!!! This might be a long story but I had to share my family's experience. We go to Gatlinburg every other year for the past 20 years, as the years grew so did my family. We needed a big house to accommodate us all. 2 years back we booked here and they called us 3 months before our stay and cancelled us and there was no other cabins available this was very upsetting and difficult as we were flying in from all different states. They said they would apply 20% off on future stay. Fast forward two years later... Christmas 2023 we decided to book at this location again for the 20% off, its very hard planning a trip for a large family so I had to make multiple calls, one month it was $9,000 for this 7 bedroom cabin, I called to book a month later it went up to $15,000. I understood as pricing changes due to the holiday but ok apply the 20% off, well there was no record of that and now it was down to the wire and had to book. Let me tell you when we walked in this was the most disgusting cabin!! Our feet were black within 5 minutes of walking around the cabin. The one and only pan in the kitchen was burnt covered in black. The shower curtains had mold and what smelled of throw up. No towels Dirty water filled in the bathroom sinks The jacuzzies top all broken apart and reeked of disgust ALL TVs were broken and didn't work Couches all torn apart Rugs torn up and tapped down Roches on the wall Beds with no bedding or pillow cases, the beds felt like air mattress I got passed on to a couple people within the company demanding to go hire up and get something to go back to all my family and say look they gave us something back we deserved, well that never happened. They just kept saying we will call you back... and never did. I sent an email stating this insane multiple times and now, well the time has run out! After 90 days your claim closes, isn't that convenient for them and a loss for me. Wow just unacceptable and horrible.

• Review fromShawkita W

  Date: 04/07/2024

  5 stars
  Amanda thank you thank you!!! You got me what I asked for you made it happen! ?? she has great customer service and was attentive to my needs. U did the impossible. Look forward to booking with you again.

• Review fromAngela B

  Date: 03/13/2024

  5 stars
  Thanks Sue for helping me book my first trip to Gatlinburg Sue was great and very helpful. ??

• Review fromnathan b

  Date: 02/29/2024

  5 stars
  we love the cabin Creek Side Manson and thank Steven for helping us Nathan Baize

• Review fromLisa L

  Date: 12/11/2023

  1 star
  We rented a cabin for 30 people with 2 refrigerators to accommodate. We were notified the day of the rental (arrival time) that we would only have 1. The other had been removed. The associate we talked to who would not tell us that the 1 fridge had been removed refused to give us any information and threatened my husband when we asked for details and IF they would replace it. We had to make other arrangements for meals. The cabin was dirty. Tubs had to be washed out as they were full of hair. Cabinet facing missing in kitchen. Linens were not as noted. Only linens for 3 pull out couches and 3 extra blankets total. Shower curtains were nasty and wadded up on the rack so badly that we couldn’t even move the curtain without taking down the entire thing and restringing into the sc rings. TV’s did not work as indicated. NO cable in this cabin. Not enough towels. Soundbar missing in theater room. Theater room supposed to have pull out sofa. It did not so we had to get air mattress for that couple to sleep on. I have asked many times to speak to management. I have yet to hear from anybody. I was promised by associates in the office that it would be credited for part of our rental with all of the trouble. We were unable to cook our meals at the cabin as one refrigerator on its last leg is not enough for that many people. Rude and inconsiderate staff who did not follow through or return telephone calls. I am very disappointed as faith in their ability to do the right thing was not followed through.