Reviews

Review Details

• Review fromKelly R

  Date: 04/20/2025

  1 star
  The cabin itself was lovely. However the management wad terrible. The first day there we were woke up at 6 am by saws cutting up the road in front of cabin. We could not leave all day and was blocked in by construction. The men working left nasty dust and rocks all over my vehicle. These men were taking breaks and sitting on our porch. We asked about the free tickets they promised for near by amusement before we came so we would have that ready. We'll they wait days to send you a form to request the tickets that will take minimum of 48 hours. So we lost out on that. Then we paid for an additional night. We get back to cabin to find our code to door had been changed and even air bnb couldn't reach anyone to let us know the new code. We waited hours because our dog was inside. Finally we went in town and got a room and they let us know the new code 30 minutes before checkout. They owe me at least my last day back.

• Review fromRebecca W G

  Date: 04/03/2025

  2 stars
  While the home itself was well laid out and appointed, the management company provided for a very poor overall experience. Two of the four bedroom toilets didn't work upon arrival, and it took 21 hours for the company to send someone out to fix them. A shower curtain was covered in black mold, but that was remedied in only hours. The main level AC quit working on the second night, and it was resolved late the following morning. We heard that this management company was in the process of being bought out, but at least half of the contacts we spoke to in our frequent calls were below expectations at best. Overall, if the home had been properly managed, our review and experience would have been entirely different. Despite all this, we still left the home clean and properly closed up, and waited four days for a call from management regarding all the issues.

• Review fromDave N

  Date: 10/14/2024

  1 star

  Dave N

  Date: 10/14/2024

  Many issues needed to be address. We called many times to no avail. 5 days of garbage no pick up. STAY AWAY!!!!!!!!!!!

  Eden Crest Vacation Rentals, Inc.

  Date: 10/16/2024

  **** **** Thank you for taking the time to share your feedback. We're truly sorry to hear about the issues you encountered during your stay, especially regarding the garbage pick-up. This is certainly not the level of service we strive to provide, and we deeply apologize for any inconvenience caused. Please know that your concerns have been brought to our management team's attention, and we are working to address them to prevent this from happening in the future. We value your feedback and would appreciate the opportunity to make things right. Please feel free to reach out to us directly so we can discuss how to improve your experience moving forward. Thank you again for your comments, and we hope you'll consider giving us another chance in the future.

• Review fromVan E

  Date: 09/07/2024

  1 star

  Van E

  Date: 09/07/2024

  The cabin was nasty & had spider webs everywhere. The staff had an attitude & did nothing to make our stay better.

  Eden Crest Vacation Rentals, Inc.

  Date: 09/10/2024

  We take guest feedback very seriously, but we regret to inform you that we do not have any record of your stay as a guest of record with us. Could you please verify that this review is for the correct property? If there has been an error, we'd appreciate the opportunity to clear things up. If you have any additional information regarding your stay, please reach out to us directly, and we would be happy to investigate this further. Thank you for your understanding.

• Review fromMICHAEL W

  Date: 06/27/2024

  1 star

  MICHAEL W

  Date: 06/27/2024

  I recently rented Oak Tree Lodge for my wife's 40th birthday. I arrived early to see I could preview the property. I called and asked as a maintenance man told me that it was possible if I asked. I told the person that I completely understood if I could not get in early, but wanted to ask since I was in charge of planning everything and wanted to be prepared for when my guests began to arrive. I called and asked and was told that someone would call me back shortly. I waited 2 hours and never received a call back. I was then expecting to receive an email at 4 p.m. with the code to open the door. I called at 4:20 p.m. to let someone know that I had not received an email. They then told me that I needed to send them a picture of my drivers license in order to verify myself. This was not in any of the info that I had received. It was 94º outside and my guests and I were sweating and frustrated that we could not get in. It took another 10-15 minutes to get the code and enter the building. The place was great and we loved the roominess, but there was an alarm on the bottom floor that beeped all weekend, but we dealt with it. Upon leaving my wife and I commented that we should look into renting it again for another family celebration. We were down the road when I realized that I had left behind our DVD collection in the theater room. I called and asked what I needed to do. I told them that I appreciated their help and was happy to pay for shipping in order to get our property back. They told me that they would call me back. They did not. I called the next day and was told the same thing. I followed up several days later and they told me that it had not been found. I told them that it was not lost, but rather just left behind, if someone would just go by that it was laying right there. They said they would let me know if it was found. They were rude and not helpful. They have missed out on any future business from me as we will stay elsewhere.

  Eden Crest Vacation Rentals, Inc.

  Date: 06/28/2024

  Thank you for sharing your experience with us. I sincerely apologize for the inconvenience you encountered during your stay at Oak Tree Lodge. Regarding your early check-in request, I see that we needed to verify your ID, which was received later in the day after the standard check-in time. We aim to respond promptly to all requests, and I apologize for any delay in communication. I reviewed the interactions concerning your lost DVD collection. Our records indicate that our team was courteous and helpful, although one agent mentioned ending the call if the conversation continued to escalate. We strive to provide excellent customer service, and I regret if you felt otherwise. Our cleaning staff regularly turns in items left behind, and we make every effort to return lost property to our guests. Unfortunately, as another guest had already checked in by the time you reported the missing items, it is possible they were taken or misplaced. While we hope that all guests would turn in found items, this is not always the case. We value your feedback and regret that your experience did not meet your expectations.

• Review fromAlicia H

  Date: 05/30/2024

  1 star

  Alicia H

  Date: 05/30/2024

  Review part#1 **Follow up—FYI this was not resolved. Dustin (said he was a manager. Right.) was rude, defensive, unapologetic, and had no response to direct questions regarding our check in issues, only repeating over and over that most of them were resolved today, which didn’t help at all last night. This company has no after hours care, unless it’s an emergency. The amenities you’ve already paid for, but did not receive, are not considered, refunded or compensated in any way. A $75 voucher on a future stay was offered, but if customer care was this horrible this stay, why would we risk one more dollar with this poor excuse of a rental company.*** ?Grill out of propane Starter on grill does not work Face plate on oven is pushed out and hanging by a thread Toilet continually runs There is no drip coffee maker. What the crap???(there is a drip basket in the drawer, but no maker).

  Eden Crest Vacation Rentals, Inc.

  Date: 06/03/2024

  Thank you for taking the time to provide your feedback. I sincerely apologize for the negative experience you had during your recent stay. It is deeply concerning to hear about the issues you encountered and the poor response from our team. I am truly sorry for the inconvenience caused by the lack of after-hours support, the unresolved amenities, and the overall condition of the property. We strive to ensure that all our guests have a pleasant and seamless experience, and it is clear that we fell short in your case. All properties are inspected by a third-party vendor before each arrival, and the inspection reports show that the grill was in working order. Our goal is to provide exceptional customer service, and it is clear that we did not meet this standard during your stay. We are taking immediate steps to address these issues and ensure they do not recur in the future. Once again, I apologize for the inconvenience and frustration this has caused.

• Review fromCathy O

  Date: 04/29/2024

  2 stars

  Cathy O

  Date: 04/29/2024

  I rented a cabin from Eden Crest Vacation Rentals for 4/19-4/22/24. Upon arrival at this cabin we discovered that the TV did not work. I called the company and they said they would have a maintenance technician come and repair. It did not work the length of time we were there. I also advised them that the bed was so high off the floor that you needed help to get on it. I have made four calls to this company since we left (we left a day early) and no one will call me back. This company will not return phone calls. I would not recommend anyone rent this place unless they plan to be gone the whole time you are there. Their customer service is horrible. I have made repeated attempts to leave a review for this cabin and it will not post the review. I guess they have it fixed so nobody will know not to rent this place.

  Eden Crest Vacation Rentals, Inc.

  Date: 05/02/2024

  Dear Cathy ******  Thank you for sharing your feedback with us regarding your recent stay at one of our cabins. We sincerely apologize for the inconveniences you experienced during your visit and for any frustration caused by the issues with the TV and bed, as well as the challenges you encountered in reaching our customer service team. First and foremost, we deeply regret that the TV issue persisted throughout your stay despite our efforts to resolve it promptly. We understand how important entertainment amenities are to our guests' overall experience, and it is disappointing to hear that we fell short in this regard. Rest assured, we have addressed this matter with our maintenance team to ensure such issues are promptly rectified in the future. Regarding your concerns about the height of the bed, we appreciate you bringing this to our attention. Our team is currently reviewing the specifications of the bed in question to determine if any adjustments can be made to enhance guest comfort. We are also sincerely sorry for any difficulties you encountered in reaching our customer service team. Providing prompt and responsive assistance to our guests is of utmost importance to us, and we regret any lapse in communication that occurred in your case. Rest assured, we are investigating the matter internally to identify areas for improvement and ensure that future inquiries are handled with the highest level of attentiveness. In regard to your attempts to leave a review for the cabin, we apologize for any technical difficulties you encountered. We assure you that we value all feedback from our guests, both positive and constructive, and we are actively investigating the issue to ensure that our review platform is functioning correctly for future guests. All reviews are managed by a third party website We truly appreciate your patience and understanding throughout this process, and we hope that you will consider giving us another opportunity to provide you with a memorable and enjoyable stay in the future. Our Reservation manager will be mailing you a gift certificate for a future stay. Warm regards,

• Review fromWendy L

  Date: 01/16/2024

  2 stars

  Wendy L

  Date: 01/16/2024

  We booked Smokies View for December 26th -30th, 2023 and paid almost $4,000 for the stay. We had four families staying in this cabin. When we arrived the cleaners were sitting around on the decks talking and smoking....clearly not dong their job. Check-in was at 4 pm. It was not ready. When we entered the cabin, we checked everything out. I was furious to find the sheets were not changed, the comforters were dirty and the cabin was clearly not clean. There was hair and food all in the beds. This was the first thing noted and I immediately called for someone to come change all bedding. Eden Crest did send someone to change the bedding and we appreciated that. However, the main shower upstairs did not work. Eden Crest said they would send someone out on Dec. 27th to fix it....they did not. I had to call again on the 27th and 28th. They finally came out on the 28th while we were gone to fix it. I called again on the 29th to speak with a manager concerning the issues with the cabin and was told they were in meetings. No one ever called me back. We checked out on the 30th and left the cabin cleaner than it was when we checked in. The pictures for this cabin they advertise are NOT what we saw when we checked in. A lot needs updating and fixed in Smokies View. The hardwood floors are separating throughout the entire cabin, the Tv's did not work, dirty dishes were in the cabinets, air hockey table did not work, no light bulbs in lamps, the bench for the kitchen table was barely standing, glass panel missing from downstairs shower. I took pictures of all of these items and sent to Eden Crest. Their response was, "thank you, we will address when you check out." Disappointing!!! The pictures for this cabin are truly misleading and not worth the amount we paid! These pictures are still up for this cabin.....so I truly hope they have fixed all items I made them aware of and sent pictures of. We will not book with Eden Crest ever again!

  Eden Crest Vacation Rentals, Inc.

  Date: 01/17/2024

  Upon further investigation, we want to clarify that the main shower issue was addressed and fixed during your stay upon the delivery of the necessary part. Our operations manager confirmed that he was in constant contact with the guest of record, maintaining communication through text messaging. We apologize for any confusion or inconvenience caused by the delayed resolution, and we appreciate your understanding as we worked to resolve this matter. Your feedback is invaluable in helping us enhance our processes and ensure a more seamless experience for our guests in the future. Thank you for bringing this to our attention.

• Review fromBrenda H

  Date: 11/25/2023

  1 star

  Brenda H

  Date: 11/25/2023

  We booked for the the Friday after Thanksgiving leaving Sunday. The cost was over $2000. One of the reasons we chose the Highlander cabin was the amenities. The game room for the kids, however the games were broken and non functional. We got the hot tub for the adults which didn’t work. We spent that much plus the cost of boarding our animals to sit and watch television. We could have done that for free at home. No one came to address the issues as promised. I would never stay at any properties run by Eden Crest again. And would suggest to anyone not to either.

  Eden Crest Vacation Rentals, Inc.

  Date: 11/27/2023

  We sincerely apologize for the challenges you encountered during your recent stay at our Highlander cabin, and we appreciate you bringing these issues to our attention. It is disheartening to learn that we fell short of providing the experience you expected, and we are committed to addressing and rectifying the concerns you've raised.
  We understand the significance of the amenities, especially the game room for the children and the hot tub for the adults, and we sincerely regret that these were not in proper working order. Our team is already taking immediate action to resolve these issues and ensure that similar incidents do not occur in the future.
  We also apologize for the lack of prompt attention to your concerns. It is our standard to respond promptly and efficiently to guest issues, and we are investigating why this did not happen in your case.
  Please know that your feedback is invaluable to us, and we are using it as an opportunity to improve our services. We understand the impact this has had on your overall experience, and we want to assure you that steps are being taken to prevent such occurrences in the future.
  We genuinely appreciate your understanding and hope you will consider giving us another chance to provide you with the exceptional stay you deserve. If you have any further concerns or if there is anything else we can do to rectify the situation, please do not hesitate to contact our customer service team at *** *** ****
  Thank you for bringing these matters to our attention, and we hope to have the opportunity to welcome you back in the future.

• Review fromPat D

  Date: 10/27/2023

  1 star

  Pat D

  Date: 10/27/2023

  We planned our vacation last October to Gatlinburg / Pidgeon Forge. We decided to use Eden Crest Vacation rentals. What a mistake! The first night at the property (the Highlander) we found the front door keypad wouldn't lock from the outside, so someone had to lock it, walk down 2 flights of stairs & leave from the back door. We had no internet for the 5-day stay! The 3 closets consisted of 3 hangers, TOTAL & the doors wouldn't close? We tried to start the fireplace but it wouldn't light? The propane firepit table lit but you had to keep the starter button pushed in?? Of the 4 chairs that accompanied the firepit table, 2 were broken. The wood burning fire pit had a rusted door broken off the hinge. When I got home I called Eden Crest and asked to speak with a manager cause every time we spoke with a rep the reply was "it needs parts or we'll add it to the work order"! One rep told me "the situation is being looked at and "he" will call you tomorrow", That call never happened. I spoke with 3 reps in 2 days and got the same response "Sorry sir, he's in a meeting and can't take your call but he said the manager communicated the owner of the property was willing to refund $150 for our troubles". I NEVER mentioned anything about reimbursement so obviously there's guilt? I asked what responsibility Eden Crest was taking seeing how they're responsible (and are compensated) for overseeing this property, I was not given an answer. I understand the ownership of the property holds a majority of the responsible but If Eden Crest Vacation Rentals is doing business with these owners they have to assume responsibility as well. Eden Crest management showed no interest on hearing about our situation firsthand, instead relying on the notes from the "work order" and their office personnel. I'm confident the issues listed above will be met by Eden Crest with excuses as to why and in the end "not our responsibility"! !f I could give it zero stars, I would have!

  Eden Crest Vacation Rentals, Inc.

  Date: 10/31/2023

  We deeply regret the inconveniences you experienced during your stay at The Highlander property in Gatlinburg/Pigeon Forge. Please accept our sincere apologies for the issues you encountered. We value your feedback and will take your concerns seriously to improve our services. We understand that your vacation did not meet your expectations due to various issues. We apologize for the lack of immediate resolution and the inconvenience you faced when contacting our representatives. This is not the level of service we aim to provide, and we appreciate your patience and understanding. We are committed to resolving these issues and taking responsibility for our part in ensuring a comfortable and enjoyable stay for our guests. Your feedback has been duly noted, and we will work to rectify the problems you encountered to prevent similar issues in the future. Please allow us to express our gratitude for bringing these issues to our attention, as your feedback will help us improve our services and maintain a high standard for all our guests. Once again, we apologize for the disappointment you experienced during your stay, and we hope you consider giving us another opportunity to serve you better in the future.