Reviews

Review Details

• Review fromDavid N

  Date: 12/26/2023

  1 star

  David N

  Date: 12/26/2023

  This is the first company to EVER ask for a photo copy of my credit card. It was said its for my protection. (Hmm BS)
  We stated at the "Carefree Daze" cabin, upon first entering we notice there was an Alexa with a camera... It has a camera that can be activated remotely so the owner/operator can see the people in the cabin. (I have pictures of this all) So now I see that me and company are being watched clothed or nude I turned the Alexa around. Be careful of any cabin this company operates, there may be hidden camera's.
  Now to the cabin,,,,only three forks, chips all over the floor, wrote my name in dust on top the frig, spider webs in every corner and light bulb. Someone came in our cabin on day two while we were out...... (That's VERY creepy)
  I complained and was told I would get a 15% discount on my next stay...
  15% discount on my next stay?! No apology, no explanation about why there's cameras viewing me in my cabin. Nothing about how filthy the cabin was even though I am charged $150 for cleaning.. Hmmm
  The guy just said, Hey we'll give you 15% off your next stay.
  No thank you. My wife and I will stay in a hotel next time..
  I do have a question.
  What website am I to look to see us naked on? You have cameras in your cabins, where do you post them at?
  

  Cabins of the Smoky Mountains

  Date: 12/31/2023

  We at Cabins of the Smoky Mountains are terribly sorry to hear of the service issues you had. We aim to provide the cleanest and nicest cabins in the area as well as exceptional customer service. While we are not perfect and things do happen, we try our best to always resolve issues. 

  
  

  We do offer virtual check in or check in at the office where the card that was used for payment must be provided. We do offer both options which makes it convenient when not wanting to travel to the closest local office to your cabin.

  
  

  The Alexa tablet provided in most cabins is how you gain access to the free tickets that we provide each day of your stay through Xplorie. This is a great program and we hope that despite your feelings on the Alexa tablet having a camera that you were able to use some of these great perks you get access to from booking with us. We appreciate your feedback on this and we respect your privacy as our guest and do not use the tablets to do what is suggested above. 

  
  

  We are very sorry for any cleaning issues you experienced. We take all complaints seriously and had we been made aware of them during your stay we would have been more than happy to send a cleaning crew back out to address anything we could to make you happy or deliver supplies to you. We called you on the day after check in 12/15 to see how the stay was going but had to leave a voicemail.  Unfortunately, you did not let us know anything about the cleaning issues or insufficient supplies until checkout and so we offered you a discount on a future stay due to the inconveniences. 

  
  

  Please give us a call if you would like to further discuss your stay with us. We will be happy to assist.

• Review fromSandra C

  Date: 11/26/2023

  1 star

  Sandra C

  Date: 11/26/2023

  I do not have a problem with the company per se. I have a problem with Bluebirds Over the Smokies Cabin. It was advertised as sleeping 20. There were a total of 10 towels and 8 bath cloths. There were no dish towels or dish cloths in the cabin. There was one couch (to seat 3) in the main living room. No chairs at all unless you used kitchen chairs. Downstairs there was 1 couch, no additional seating. The dishwasher (no dishwashing detergent) had dirty water in the bottom. There was no hand washing dishwashing detergent. No lights on the upper deck. Spiral staircase up to second level and down to lower level. This was shown in pictures so not really a false expectation but very difficult to get bags up and down. Floors were scratched and dirty looking. The company did offer me compensation even though that was not why I am complaining. This is advertised as a luxury cabin. It might have been 10 years ago but not now. In 20 years of making one or 2 visits to the area and staying in cabins from several rental agencies and VRBO this was the worst experience we have ever had.
  

  Cabins of the Smoky Mountains

  Date: 12/31/2023

  We at Cabins of the Smoky Mountains are sorry to hear of the experience Mrs* ********* had at Bluebirds Over the Smokies specifically with the supplies, seating to accomodate guests, and just overall dissatisfaction with the cabin. 

  
  

  Since her stay we have resolved the issue with the dishwasher and appreciate her reporting this so we could resolve the issue. We also resolved all other issues within the property. 

  
  

  We will take the feedback on the seating and see if we can use it to make recommendations to the owner to improve future stays. 

  
  

  As Mrs. ********* said we did offer a partial refund due to the inconveniences she reported to us and we appreciate her patience and understanding on this. We hope she is able to come back in the future and enjoy one of our other properties that may be a better fit on what she is looking for. We will be happy to provide and host if we get the chance to do so. 

• Review fromUhland C

  Date: 11/16/2023

  1 star
  Horrible, they called and cancelled our Cabin today when we are scheduled in 2 days. They claim the owners sold it and will not rent it out. This last-minute cancellation leaves us with very little options so close to the holidays. They claim they have no cabins available and don't know who does. Who does this to families?

• Review fromWayne Y

  Date: 11/16/2023

  1 star
  We would give them a Negative 10 Star Review if it were possible.
  The view was wonderful from our cabin (at least the one we stayed at "Amazing Views Mansion") but obviously they don't care about maintenance. This company is false in their advertising and has horrendous customer service.
  We had no pillows in our bedroom, only 1 washcloth!
  We had Roaches and bed bugs in the basement, and in the upper level both and my sister-in-law got bit one night.
  There was no hot water in several bedrooms, until they sent out repairmen that worked in the cabin 2 of the 3 days we stayed there. Then we had a number of breakers that were tripped and we needed to turn on ourselves after they left.
  Many things were broken or missing altogether. No TV screen in the theater, No Charcoal grill although they promised to have one to us by the second day, they never showed up with one.
  We were on the phone with them every day (while on vacation) but feel like they need to have better customer service and complete new Management.

• Review fromAleisha H

  Date: 11/10/2023

  1 star
  It is a horrible company and has atrocious customer service. I spent the whole first night on the phone with the office and still never got a resolution to any of the issues. We had no source of heat because the HVAC system was not working, the gas fireplace didn't work nor did the stove. It was miserable and very uncomfortable. I had to call back the following day to address the HVAC issue again, and it was 11 before someone looked at everything and even later than that before it was fixed. All-around terrible experience with this company. I was called cheap, a liar and told I didn't use common sense (in regards to the location of the cabin) and made to feel like I was nothing by the man helping me (Steve). By the way he spoke to me I got the impression he thinks women are beneath him and was on a power trip. He said there was nothing he could do about the heat that night. I was so cold I asked if there was anything he could do or possible relocate me until the heat was fixed he said no and they don't offer refunds for things like that because it's against policy. I asked what my options were and he suggested I dispute the charge but when I asked him more about that he got defensive and mean and said he's done all he could do and if I wanted to dispute the charge it was my right but there is nothing more he could say to me. And he ended the call. It was almost like he baited me into asking just to use it against me.
  The cabin description is misleading and a LIE. The only lake or mountain view was looking between two other cabins. It was not a great location convenient to Gatlinburg or Pigeon forge like it had said. The description leads you to believe it is all right out your back door. It definitely was not.
  I could go on and on just about the horrible customer service but it was traumatic enough the first the time. l will never make reservations with this company again.

• Review fromJulie D

  Date: 10/22/2023

  1 star
  The cabin was NOT what was described to me and the pictures did not match what we stayed in. We were told we would have Mountain View and Privacy, there was no view and we had an apartment complex on both sides of us, and a house directly behind us. There were missing blinds on 3 windows and a blind that had missing slats in one of the rooms. There was also 2 smoke detectors missing, that had wires hanging from where they should have been. There was a front of the drawer broken and missing. We received a total 4 towels, and 4 wash cloths, for our group of 4 people to us for 6 days, (note there was a hot tub as well).
  I called the customer service line to express my unhappiness the first day I was there. I also asked for another cabin because we did not have the Mountain View and the privacy as mentioned in the description and the pictures. I was told they will not move cabins because of missing blinds, not enough towels, no view and no privacy. I had to call several times that day to get the items fixed at the least, and finally had someone come out and fix the smoke detectors, but only after I threatened to call the Fire Marshall. They sent someone out to deliver towels but only sent 3. I was given an empty comment ( at 9pm) that they would move us to a new cabin the next day, which I never received a follow up from.
  Half way through our stay, I called to see where we put our trash and was told they would put an order in to have someone come pick it up, and that I could leave it on the front porch or in the cabin, 1030pm that night a van backed into the driveway, we went outside to see who it was and the guy was so rude to us.
  Several days prior to us leaving the cabin, I left a review and posted pictures of the cabin. I received an email the next evening asking me stating they could give me apx $153 back if I change my review. I have also received 2 emails from customer service asking if they could call me. I have replied yes to both and never received a call.

• Review fromDianne B

  Date: 10/13/2023

  1 star
  We had to wait 3 extra hours to check in because the condo had to be cleaned and “inspected “. Once we got into the condo, we realized the heat was not working. Called maintenance and they sent two cleaning ladies to fix the heat. All they did was turn the fan on and all that did was blow cold air. The next person who showed up after the second call came the next night at 10:30 said sorry I have no idea how to fix the furnace, I am not a HVAC technician. I called 4 more times throughout the week only to be told I was on the emergency list and they would be there within the hour to fix the problem. I was told several times that I would receive a call back and never received one. It was so cold atop the mountain, that when we woke up it was 59 degrees. Not sure how some human beings can let our human beings freeze and not do anything about it. No customer service at all. I will never stay with this resort again. Not sure if we’ll ever go back to Tennessee after this horrible experience.

• Review fromGlen C

  Date: 10/03/2023

  1 star
  I wish to report a problem with an accredited BBB business, Cabins of the Smoky Mountains. I had a scheduled stay at a cabin named Audacious in Sherwood Forest. Upon arrival on 9/16/21023 it was very quick to determine that the cabin had been fraudulently misrepresented and in severe disrepair. The promoted review in the website pictures was non-existent due to years of uncontrolled tree growth. The bathroom tub had a handle broken off and the water still running. A shower had no shower curtain or door. The living room rug was severely stained. The kitchen tiled floor was broken in several parts. A raccoon family was living in the hot tub because it had a broken cabinet filled with acorns and debris. We couldn't open the slider to the deck without the raccoon family attempting to enter the cabin each time. I was on the phone with representatives from Cabins of the Smoky Mountains until midnight. They asked that we stay one night until they called us the next day with a replacement cabin and they asked us to document the damage by forwarding pictures. We complied with that request. They had my cell phone number and email address but they never called the next day. I was on my own to find satisfactory lodging. I requested a refund and several days later they replied that the reservation agreement does not allow for refunds for checking out early. We never checked in! I have never been more dissatisfied due to a travel experience. In addition they continue to fraudulently promote this cabin with dated pictures and fake views!

• Review fromJames C

  Date: 09/20/2023

  5 stars
  We have stayed in the Village multiple times but this was our first experience with Cabins of the Smoky Mountains. Our experience has been excellent and the cabin (Garden Pool Lagoon) is beautiful. David our customer service rep went above and beyond to help us as well.

• Review fromTamika G

  Date: 08/25/2023

  1 star
  It’s the new management company! I stayed with this resort for 7 years & this new management is horrible!!!! Where do I begin?!?!
  Stay: 8/20/23-8/25/23
  Broken shower door, dirty cabin (Gatlinsburg Splash), dirty pool, missing remotes, broken fire alarm that kept sounding, windows in 2nd floor bedroom & game room room did not lock, and we did not receive any time of standard customer service. The maintenance man was promised to arrive in 45 min but only showed up 73 hours later because we requested an upgrade on our cabin. This company needs investigated & possible a civil suit for scamming people out of their money. They advertisement does not match the quality of the cabins nor do they have the available manpower to operated this business.
  I’m still waiting on a return call that was promised 3 days ago from a manager to approve my refund. I called countless amounts of times, stopped in the office, and sent an email.
  We will NEVER stay here again.