Rehan Tdw

To compliment customer service

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Steven was wonderful getting my information quickly to me. We are going on a family trip and he helped make it a more positive experience.
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Katie S Rvf

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Verified Reviewer
| map-marker Gatlinburg, Tennessee

Rats in the kitchen and a flooding ceiling.

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Cabins Of The Smoky Mountains - Rats in the kitchen and a flooding ceiling.
Cabins Of The Smoky Mountains - Rats in the kitchen and a flooding ceiling. - Image 2
Our kitchen ceiling flooded when we used a bathroom upstairs. It was never fixed. We found a rat in the cabinets and rat *** on most all surfaces in the kitchen. The rat was not caught, traps were set as we checked out, and the first time the company discussed moving our cabin was after 7 hours of calls from us that no one returned. Worst service. Worst customer interactions. Unsafe conditions. Do not stay here!
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Loss:
$200
Pros:
  • Close

Preferred solution: Full refund

User's recommendation: Leave

Anonymous
map-marker Ashtabula, Ohio

Extortion for a Positive Review

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If I could give less than 1 Star I would!

First night at Modern Mountain Retreat and its a disappointment. Advertised as 2 King beds and 2 Queen beds, not accurate just 4 Queen beds.

Also supposed to have 5 flat screen tvs, again inaccurate, there is 1 in the living room. Lights in certain rooms dont work. Kitchen cabinets and drawers have construction materials left in them. House looks as if it has not been cleaned since remodeling was completed.

No dressers in any of the 4 bedrooms, nothing to put suitcases on except the floor. Closets are filthy. The kitchen needs some thought put into appliances and kitchen tools. If you want coffee make sure to bring your own coffee pot.

Ive rented from Cabin of the Smoky Mountains before and this is not up to past experiences.

Lets see how well management makes it right.

Next day no one showed up to look at lights. Now its fall I get that, but the porches (both front and back) are covered in leaves. The hot tub is also covered in leaves and upon inspection filled with leaves also. Called Cabin of the Smoky Mountains twice more, again no one showed up.

Third day called to make sure some would pick up the trash, because this cabin doesnt bear bins.

Which I told Cabins of the Smoky Mountains when I called the first night. Their response was that they would be by daily to pick up trash. Later that evening we needed to do a load of laundry, brand new stacked wash and dryer. About 3 minutes into the load I thought the cabin was going to come down but around us.

The washer/dryer was a few feet out from where they started, dry wall was beat up. We called Cabins of Smoky Mountains. They said they would send someone out immediately.

This went on for 8 days/7 nights, each time we spoke to representatives of Cabins of the Smoky Mountains they assured us they would get someone out that day and that when we checked out on Saturday they would make it right with some sort of compensation.

Saturday rolls around and we have no instructions on how to check out. Usually there is a text or email with directions.

I called and got the instructions since enough, I then asked about compensation, Rachel the representative that I was speaking to said she could offer me a refund on the cleaning fees. I laughed and asked if she was serious. Rachel then said after reading the well documented issues that she was going to call management and get permission to compensate us for the disappointing experience. She would call me back by 4 pm.

2 hours later, Rachel called me back and offered us a 23% refund.

However, there was a catch, I had to change this review to a 3 star review or better. I asked Rachel to clarify that a refund was dependent on me changing my review to 3 stars or more. Rachel confirmed that is correct, I then said so you are black mailing me to get a good review? Rachel said it was required to get a refund.

I passed on the refund. First I dont think that 23% was fair compensation, second under no circumstances should someone be required to change a review (if the review is accurate) to get a refund for poor services or services not provided.

This is to management of Cabin of the Smoky Mountains.

From a former customer that has recommended your business before, you have lost a customer. Do better, blackmailing a disappointed customer to get a refund is a horrible business practice.

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User's recommendation: Do not rent a cabin from Cabin of the Smoky Mountains

Anonymous
map-marker Calumet City, Illinois

Happy with the service

I stayed at these cabins a few years ago for my birthday and everything was so beautiful I had a wonderful experience. I'm going again this year for birthday and I was making reservations online when I enter the wrong date for my checkout. I called and Steven helped to correct the error and he was very professional. Got everything done quick and easy.
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Kyley Fua

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Verified Reviewer
| map-marker Gatlinburg, Tennessee

Not worth your Money

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This is about the BIG THUNDER LODGE. This place is just two levels, with worst accommodation and not worth the $5K + money.

Appliances are broken and do not work properly, Beds in all bedrooms make worst creeping noise even if you just try to sit. Fans make loud noise, No dishes or crockery available. Worst smell. Water in restroom is stagnant, and doesn't drain properly.

Shower curtain doesn't stay properly because of missing curtain holder rings. Rotten charcoal grill. No community pool though it says one on website. Hot tub doesn't work.

When we call customer support, you reach the line after one hour wait. PLEASE DO NOT BOOK BIG THUNDER LODGE. This place needs serious investment by owner and serious renovation. Until then this place is a trash.

Our families are left with only disappointment. Trip is a failure.

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Loss:
$4900
Cons:
  • Complete disappointment

Preferred solution: Full refund

User's recommendation: NEVER Recommend this place.

Susan G Rxa

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Verified Reviewer
| map-marker Pigeon Forge, Tennessee

FILTHY, EVERYTHING BROKEN, DISASTIFIED CUSTOMER

Big Bear Resort cabin. Filthy inside/out. Not enough dishware. Broken: hot tub, pool table, fuse ball, faucets, lights, tvs, dirty towels, missing: bed blankets, hangers, kitchen ware, toaster!, cleaning products, remote batteries. Major safety issue with deck, had to keep children inside.
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Pros:
  • There are no pros
Cons:
  • Every amenitiy you are told to expect is not there

Preferred solution: Just want to warn people they should never use this company. look at the reviews!

User's recommendation: DO NOT RENT FROM THIS COMPANY!

Nneka H

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Verified Reviewer
| map-marker Gatlinburg, Tennessee

Horrible Experience

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Cabins Of The Smoky Mountains - Horrible Experience
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***BOOK HERE IF YOU ARE OKAY WITH ROACHES, EVERYTHING BROKEN, AND ZERO CUSTOMER SATISFACTION***

If you are fine with the above, Book here! My family And I went to the "Luxury" Cabins of the Smoky Mountains as a celebratory moment due me being an author and my latest book release.

It was even in a gated community. We arrived on March 22, 2021 at the Ravens Eye cabin in Sevierville, TN. A plethora of issues existed with this place. The description online and the photos are much different in person.

It's basically fraud. We had at least two clogged drains, broken sinks/showers, mold in one of the bathrooms that clearly hasn't been treated in a long time time (people in my family have Asthma) and I had my children and dogs with me. There were also roaches throughout the kitchen. Nobody should use the silverware or plates.

They are rusted and dirty. We called several times to get help, but communication was unprofessional and minimal. Many of the locks are broken and there are several screens torn down. Once the maintenance man actually showed up, he confirmed everything and took more pics.

After forcing us to deal with this for a whole day, we were able to contact someone and they provided us a replacement cabin at 810 great smoky way. (Gatlinburg). My family missed out on a whole day due to waiting for responses. The new cabin ALSO had roaches (kitchen), broken TVs and toilets.

They considered the new cabin an "upgrade" because it had more bedrooms (5). But we lost out on other amenities such as hot tubs and jacuzzis, a garage, and working TVs. This was an absolutely horrible experience.

We have photos of most things. Management couldn't care less about customer service.

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Loss:
$1200
Cons:
  • Poor customer service
  • Everything else
  • Leaks

Preferred solution: Full refund

User's recommendation: Absolutely NOT

Cherryl S

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Concerned and unpleasant experience

My family and friends had the opportunity that we all have been waiting for many years to come stay at a luxury cabin in the Smokey Mountains. Upon our arrival, @ 4:40pm we still had not received the information to check in. When we arrived we as well as several other patrons were met with a note on the office door and a number to call to check in. While I respect and understand the seriousness of the ongoing pandemic, all other businesses in the beautiful tourists town were open. The phone system is a good idea but when you have such a busy beautiful place being greeted by an actual person goes a long way in customer service. The cabin was better than the pictures. The only issue was we experienced a leak from one of the upstairs bathroom, which at this time no one had used. When the first called was made to maintenance the smoke alarms had been going off and there were 5 leaks from the ceiling where we moved all the living room furniture and put down towels to keep from messing anything up. The first young lady I spoke with appeared to be bothered that we were calling at that time, when asked was she going to send someone over she said everyone is off until 10am tomorrow and hung up the phone. I called back immediately speaking to Courtney which was very helpful and pleasant. She sent someone over, he was nice, he turned something off under the sink and stated that he would be over the next day to fix the issue and dry the carpet in our bedroom. No one ever came, while I did receive a follow-up call to check on our issues they asked had maintenance came back, my response was "not at this time" again I was told that someone would be over shortly. Our carpet was completely wet in our room which also had a foul odor. While this did not prevent us from having an awesome time. When people are paying for something described as luxury, we would think if someone calls with an issue that could potentially cause damage to the cabin, it should be fixed properly
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Pros:
  • How beautiful the cabin was
Cons:
  • Leaks
  • And smoke alarm going off

Preferred solution: Maybe a discount for next visit

User's recommendation: Follow up wih maitence calls, when patrons call after hours its usually because it should not wait.

William W Nvl

Horrible cabins

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Cabins Of The Smoky Mountains - Horrible cabins
Cabins Of The Smoky Mountains - Horrible cabins - Image 2
My cabin was above it all, our experience was awful first 2 days had no a/c and I had 4 kids including my 4 month old. Then the guest services was terrible we called to have our trash taken out and for two days animals got into our trash and scattered it bc it was never taken. Called for new towels and our old towels to be taken we even put them by the front door and the service representative walked over the old towels gave us new towels and didn't take the old ones. Then to top it all off the last few nights I woke up covered in BED BUGS. The cabin was absolutely filthy they claim you cannot bring pets but my cabin was full of dog hair. We had cockroaches 2 inches long all over our cabin I do not recommend these cabins to anybody. My whole week vacation turned into a nightmare due to the negligence of the staff to take care of these cabins and their guests.
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Cons:
  • Unclean with bugs and urine smell
  • Filthy property
Reason of review:
Bad quality

Preferred solution: Price reduction

Alexis Eid

HORRIBLE!! BED BUGS!!

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Cabins Of The Smoky Mountains - HORRIBLE!! BED BUGS!!
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Since checkin we had issues. The cabin was disgusting and not properly cleaned. My husband had bed bug marks all over him. Maintenance confirmed bedbugs but manger denied it later on after moving us. Nothing in the cabins properly worked. The view is beautiful but not worth the money. BEWARE!
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Cons:
  • Filthy property
  • Poor customer service
  • Unclean with bugs and urine smell
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous
map-marker Grafton, Ohio

Horrible company! Thieves!

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Terrible customer service! We originally booked a cabin in May and then realized it wasn’t going to work out. So we called right away (WITHIN 1 HOUR) and we were told that since we called within the 24 hour grace period the reservation will be cancelled and we wouldn’t be charged anything. Later on in August we get a call from this terrible company with them asking us to add another night to our cabin THAT WE HAD ALREADY CANCELLED. We told the lady that we cancelled back in May and she said it was no problem and she would cancel it AGAIN with no charge. A few weeks later, $250 was taken out of our account for the cabin THAT WE HAD CANCELLED. When we called to see what was up, we were told there was no record of any previous cancellations and since we didn’t write the names down of people we spoke to on the phone, they refused to refund our money. And the lady we spoke to on the phone had the nerve to raise her voice to my wife while we were approaching it in a calm manner. TERRIBLE COMPANY AND RUDE CUSTOMER SERVICE. And here we are even wondering if the cabin ever did get cancelled because the customer service lady hung up on us. HORRIBLE!!
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John s Ecu
map-marker Bradenton, Florida

SCAM COMPANY

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It’s a scam company. I paid $1,429.98 in March to rent a cabin in July. They just called me Friday night informing me the cabin was sold. They will not refund my money and state they can only give me credit towards another cabin. I have had to hire a lawyer in Tennessee to sue them. STAY AWAY!
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Loss:
$3692
Reason of review:
SCAM

Preferred solution: Full refund

Resolved
Kathy Z Wpb
map-marker Gatlinburg, Tennessee

Resolved: WORST PLACE EVER!!!

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Updated by user Sep 04, 2018

Partial refund given.

Updated by user Sep 04, 2018

Their office reached out to me and refunded a partial amount to me. I agreed to give them 3 stars-or I wouldn't get restitution. A little black mail there.

Original review Aug 05, 2018
OMG Where do I start? The fact that I did not realize we had to check in at one place, and the room was in an entirely different place was just the beginning. We got lost looking for the location of the room. They gave us turn by turn instructions, but there was no lighting on the roads!! So we put in GPS and it still took us 30 minutes to find it. When we finally found the bldg, it took awhile as the numbers on the bldgs did not have lighting; also there wasn't an elevator. So we made 2 trips up and down for our stuff. We are almost at senior status If I'd known that I would't have booked the room. Before unloading the car we came up to see the room. When we left to unload the car I couldn't lock the door. I called the customer service number, which I might add takes forever to get thru to a person. They said they would put in a maintenance request which would take 2-4 hours. So the guy shows up an hour or so later. Used a power drill on the door and it worked. ???? I said, show me. Well I guess we don't travel enough as I've never had to press a button to leave the room. There was a button with a padlock on it that you press as you pulled the door closed. Of course there was NO lighting in the hall outside the room. There weren't any vents in the halls either. Hence NO heat no air condition in the hallway. It was hot the whole time we were there. Hallway smelled because there was no circulation. The hits just kept on getting better and better.
Upon entering the room and putting our things down I started really looking at the rooms.........OMG
bathroom baseboards were filthy; it looked like a ten year old painted it; there was mold on the shower walls at the seams; hair in the tub; towels felt like they were washed in lye soap and air dried. The kitchen was adequate, there wasn't any coffee/sugar/cream provided, that was a first; there was filth at baseboard level. No toiletries in the bathroom. No hair dryer either, which was suppose to be provided. Moving on to the rest of the rooms....
furnishings looked like they all came from the flea market; carpet was dirty; filth on the drawers under the bed; sheet was so yellowed; small ledge above mattress was dirty; there was a white dust on the floor by the bed, the arm of the chair and the coffee table; and what looked like dog hairs on the coffee table. Very dirty-not just that, more like unclean, you know?
We had no wi-fi the entire stay. Another criteria of ours.
I WOULD NEVER STAY AT ANY OF THE HOTELS, CABINS CONDOS WHATEVER THE CORP COMPANY OWNS. NOR WOULD I RECOMMEND TO ANYONE!!
After reading so many of the reviews I feel like it is our responsibility to hold them accountable for all the ruined vacations they have caused. And to make sure other unsuspecting vacationers know what to really expect.
Who wants to join me?
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Cons:
  • Everything else
Reason of review:
Bad quality
1 comment
Guest

We stayed at a cabin in Branson, mo. Shared, i could hear everything going on so i called bluegreen and told them we were leaving.

They said give them 30 min. I did! They gave us our own cabin, not shared. Every time I call bluegreen with a problem, they fix it.

We love our vacations.

Been with them now several years. We are platinum, take vacations during the year and 1 a year with entire family.

Alana F Usu

No compassion

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Wow, when you are in emotional stress and the companies don't help. As a family we rented in the a cabin in the smokeys, #enchantedvista from #CabinsoftheSmokyMountains. We called them today to explain that we are calling from the hospital, to see if we could change the reservation we have for next Sunday. A biopsy was done yesterday and we are waiting on results. Cammie told us that it can't be done. Then we ask to speak with supervisor, which never came to the phone to speak with us. Cammie then came back and asked us why the rest of the family did not want to go to the cabin. REALLY?! Are we just going to say to our immediate family member... goodbye we are all leaving to have fun while you wait on the results of your biopsy and see if you have LUNG CANCER. Then Cammie told us that Kristine with a K told her that she need to ask the hospital for a letter stating she is here waiting for cancer results for them to see if they can move the reservation. We never asked for our money back, qhat what we asked was just to put the reservation on hold until we can all go as a family and no one is admitted waiting on a cancer diagnosis. Guess what KRISTINE WITH A K at this point we asked the nurse here at the cancer center for the letter, YOU can imagine the nurse's face and of course they are doing the letter. UNBELIEVABLE, SHAME ON YOU @CABINS OF THE SMOKEY MOUNTAINS. We are sending the letter you requested but your action was awful.
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Anonymous
map-marker Melbourne, Florida

Filthy with spiders and bugs as a bonus!

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Cabins Of The Smoky Mountains - Filthy with spiders and bugs as a bonus!
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Filthy dirty and rundown with a driveway that is dangerous. Do not ruin your vacation by trusting this company. They are running a scam! The photos online will not resemble the cabin you will experience in person.
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Md m Gmy
map-marker Gatlinburg, Tennessee

Damaging experience

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Cabins Of The Smoky Mountains - Damaging experience
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We rented Rustic splash. The cabin was alright, however tv or Netflix was not working. The pool was not fully heated, it was cold. The hot tub temperature was above The100 degree. I tired to lower the temperature only to find out it reached 107 within couple minutes. The biggest issue we had was the drive way. It's so steep that it damaged underneath and front bumper of my new car. Then I got out and saw so many scratches on the road showed.. that it was not my car only , other previous guests had similar fate, I took pictures for evidence, good thing there was another guest for another cabin who witnessed the situation. I contacted the management only to hear they are not responsible for the damage. There were no sign on the property what so ever. Any sedan or van will have similar issue. I asked for the owner and they won't give out contact info. So my question is who is responsible for the damage to the car ? Very disappointed,
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Reason of review:
Bad quality
4 comments
Guest

Which cabin did u stay?

Guest

Thank you! This place has reputation. Wont stay or reccommend

Guest

Thanks, we sure wont stay here

Guest

Stayed here for our honeymoon, front office is a joke! Thank God we rented a jeep with 4x4.

That driveway is a nightmare, you would think management would let you know about this possible issue.

But the management at this rental agency is HORRENDOUS. We had multiple issues an they fought with us about every single one.

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