Reviews

Beware Cabin 5083 West side I have been coming to this resort for over 23 plus years and never ever had a cabin this bad!! SULPHUR water Very outdated decor appliances No tv master bedroom No heat master bedroom Cabin sign is very difficult to see especially at night!! I asked for a different cabin but only had a 2 bedroom which was 425 a night!!! I gave a 2 star review because staff was very professional and nice

guest was not happy about unit and the well water -- Told her she booked online and it states it has well water and the pics/discriptions are up to date -- she said okay and left ------The guest did not call the office to let us know that anything was wrong----just complained at check out

We meet with our family from Alabama here as it is a nice location in between our home in North Carolina. We have stayed several times, but will not return after this visit. There was a heat wave that overwhelmed the HVAC systems and made the deluxe cabin (we paid several hundred dollars per night to stay in) absolutely miserable. It was 80 degrees inside the cabin, making it difficult to sleep and ruining our vacation. The techs indicated there was nothing they could do. We never heard from Administration and were not offered a different cabin or any compensation for the awful accommodations, despite the exorbitant price we paid. Paying as much as we did for each night, the inability to attain a comfortable temperature inside (could not get less than 80 degrees), is COMPLETELY unacceptable. I recommend staying elsewhere as these people do not care about service or holding up their end of an agreement to provide a rental with properly functioning systems.

guest called ,Maintenance went up there checked a/c , it was working probably ---no one called back to lets us know that it was not working. thank you

I’m just disappointed. I’ve been coming to Hidden Mountain since 1995 and they have always been wonderful. Nice and clean cabins with no issues. My last cabin had a small maintenance issue but someone was there within a half hour to fix it. My issue is with customer service, within the last couple years they have totally changed. Always before I felt treated respectfully in Christian love and that was why we always came back but anymore they are rude and dismissive. I contacted them this morning to let them know I would not be able to come next week due to family situation. Now, as I have been coming there so long I do know their cancellation policy but before I could even get my question finished the CS representative seriously barked at me that I’d loose my deposit. Well I know that but it wasn’t my question. It did aggravate me so I said due to her response I could tell there was no reason to have further questions for her and to just cancel. Apparently realizing maybe she’d gone too far she then explained in a totally different tone that I could move to a later date(which I also knew). I accepted this of course since it was the reason I’d called and also because I didn’t want to loose my deposit. I appreciate HM doing this but sure do miss the old days when the folks up front were much much nicer. I’m sorry she was having a bad day.

Sorry that you feel the person was not personable , Glad you were able to change our dates.     Glad you have been staying with HMR for the years. Thank you for that. sorry for your Disappointed.

My family has stayed at HMR over 20 years. The last few times we have noticed a decline with quality of customer service and up keep of cabins. This last stay 11/5-11/11 frwe were in cabin 4026. Horrendous. It’s a 3/3 cabin. The downstairs bedroom had bugs crawling around. The dryer was broken. No Wi-Fi the entire time we stayed there. Dishes and flatware were dirty when we arrived so we had to wash them. Worst part of the kitchen is no silverware drawer so when my mom reached for the silverware container out of cabinet, a bunch of sharp knives fell on her!!!!! The stove had one heater that functioned fairly well. The other 3 couldn’t regulate heat. If you set knob to medium you probably turned it off or low. The blinds were broke throughout the cabin so we had to open and close each plank by hand. The toilet handles were loose. In the living room, there was crumbs and remnants under the cushions. We didnt use the beds because we didnt trust how or if they were clean. And the remotes didn’t match the tvs. We had one working TV out of 3 which the place had 20 channels! When we told the front desk - they were not apologetic wouldn’t give us any concessions and told us they don’t offer any refunds for these kind of conditions. All they can do send a maintenance guy and asked if my mom was ok from knives You can tell they gotten away from offering an “experience” and have set priorities on collecting money. Which is such a shame because I have many fond memories growing up when HMR went above and beyond to make your stay fabulous. Now it’s just stay and pay. Disappointing

Guest came in complaining about wifi and dryer issues, which I had turned in to Jack not long ago -- I told them maint should be up there shortly, then they started on a list of issues they have had throughout their stay (wifi not working all week, stove issues, broken blinds, dust, utensils very dirty and stored unsafely--they said one of them took them down from the cabinet and was nearly hit with a bunch of sharp knives *asked if she was okay and they said yes*--dishes disorganized, broken shutters, remote batteries not working, under cushions was messy w/ crumbs and toys, bottom shelf of fridge broken/misaligned, coffee pot not working) -- Guest wanted compensation -- I let them know I could put these issues into maint and housekeeping, but we could not do a refund for the issues -- they said this was unacceptable, that they have been coming for years, and told me repeatedly things are "not okay" -- I apologized for the issues and said the problems should have been handled when turned in, but reiterated the policy---

We are staying in cabin 5226. We have booked it for $1,500 for 5 nights. It has a beautiful view of the lake but the cabin itself is very dirty and smells. As soon as we opened the front door the smell smacked us in the face. The unit is listed as no pets- which is the ONLY reason we would book it. Our son is asthmatic and highly allergic to dogs and cats. We brought a large air purifier from home, but even with that I am not sure we will be able to stay here for five nights. The furniture, rug and carpet are stained and there are cobwebs hanging from the beams, but the smell is the worst part. We were ready to relax in the mountains for a few days, not worry about an asthma exacerbation. We have emailed the front desk, I will update if they respond. We have had pleasant experiences at Hidden Mountain in the past, so I am writing this to warn others who may assume it is always a safe booking.

Entered By: ***** * 10/16/2023 10:09 AM
Victor went over this morning and talked to a man and a woman. He told them he had housekeeping with him to clean the cabin. They said no it was ok they didn't want him to clean it. He asked them 4 times and they refused

Entered By: ****** - 10/15/2023 11:51 PM
Guest called back and said 5224 has not cleaned but was stripped and said it is still in better condition then 5226 and could i get some sheets to move to it -- I told her i am sorry it was on the list to be cleaned i am not sure what happened i will address it with the cleaning staff tomorrow and i offered to to check and see what was open here at the east for one night and we could go straight to 5224 in the morning to clean it and get you into it -- She said no my son is already having attacks and this it terrible and she is paying 300 a night and is put out just bring me sheets and i will move to 5224 tonight -- I said we can bring you sheets but that will be at your own accord if you wanted to stay in that unit tonight and then we can take anything over in the morning or clean it but it is an outside comp so you more than likely cannot be at the unit and may have to get your stuff out -- She was not happen and was saying if this is our standards she does not feel safe moving and we are not going to fix 5226 and we will just re rent it and kept asking our policy and our standards and how they are so put off by everything and they deserve a refund or a night compped cause any hotel would do it -- I said our policy is an issue is reported we try out best in a timely manner to correct the issue you checked in at 5 and are telling us of this issue at 10:15pm when both maint and housekeeping has left so the next options would be stay and we look at it tomorrow or see what is open to move and i do apologize about the 5224 not being clean like i said i will have a talk with housekeeping but there are other options to get you moved to for the night but you are choosing to move to 5224 so there is not going to be anything compped and I am sorry 5226 was not up to your standards i am going to have housekeeping go over tomorrow and address the issues you have told me about they are both cleaned and then inspected and sometimes it is person to person that house has been booked back to back and with no reports from any guest and if dome one has allergies expecally with carpet and my affected them more -- She said she did let someone know cause she emailed -- I said we do not have someone check them on the weekend and out front desk staff is open 24/7 and if you did not receive a response in a timely manner to have called us earlier -- She was not happy with response and said we are not on the same page and said bring me the sheets tonight and I will speak with the front desk in the morning -- Marc took sheets to the unit and i moved at no cost 

Entered By: ****** - 10/15/2023 10:17 PM
guest said unit is really dirty carpet is bad and smells and the cabin is mildew smell and she thinks dogs were in there -- Told her it is not pet friendly -- she asked what we do with issues like this -- Told her we normally send maint or house keeping to the unit to correct the issues but with it being this late at night we cannot i can see if there is something to move to tonight or if something opens up tomorrow -- Offered 5226 starting tonight and if she waits till tomorrow she would have to be out of her unit then will be down time before she could get into the other unit -- said something about just going to a hotel --Told her we do not refund or comp for leaving --she said okay and is coming to get a key to look at 5226---     So they moved from 5226----to 5224

We have stayed in 20 or more of your beautiful cabins and been highly satisfied.However we were very disappointed in Uncle Genes place. The two chairs in the main area were very old and uncomfortable.The dining room table can only seat two due to the closeness of the refrigerator.It would have been nice to have two tv’s of larger screen.If you expect to spend any time inside relaxing this is not for you.We left each day for longer periods of time for this reason! Nice and private location but others are so much more comfortable.

Sorry  you were disappointed with your stay, That is a small cabin and the price reference that. Its has always be for 2 people. Maybe next time get a larger 1 bedroom . Also you did not call the office for anything.