Reviews

This profile includes reviews for Elk Springs Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elk Springs Resort

  125 Silverbell Ln Gatlinburg, TN 37738-4713

  
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  Elk Springs Resort

  1088 Powdermill Rd Gatlinburg, TN 37738-5502

  

Review Details

• Review fromJess B

  Date: 07/02/2023

  1 star

  Jess B

  Date: 07/02/2023

  This place was pretty disgusting. Dead bugs all along the wall of beds. Covers and some of sheets had stains. Walls were sticky with some gooey substance. The shower on the top floor was clogged and when maintenance came to fix it they left the giant hair clog (previous guests )in the toilet or commode and did not flush it. Shower curtains had mold and mildew. The third story bathroom leaked all along the bathroom wall of the second floor adding ro very unsanitary conditions. The kitchen and interior of cabinets were sticky and dirty. They delayed our arrival time by two hours and would not allow us a delayed check out. Faulty fire alarm would go off for no reason. Sheets and towels were old and very rough.
  It rained and water came in from exterior doors on two levels.
  

  Elk Springs Resort

  Date: 07/06/2023

  Hi Ms. ******, we do apologize for the inconvenience during you stay.   We had a guest that would not leave the cabin prior to your stay causing a delay for our cleaning crew and a slightly later than normal check in for you.  We do tell guests to plan for 3pm but we can't guarantee a 3pm check in, however, we do normally issue our door codes by noon for most check ins.

  
  

  In regards to checking out the standard in the smoky mountains is 10am, which is the same time we offer.   Noon is not customary for any of the vacation rentals nor hotels in our area.

  
  

  The water leak you experienced was due to the shower curtain not being tucked into the shower.  We tested and retested the shower and jacuzzi several times and it didn't leak.  A common issue is the curtain not being inside the tub during use causing water to splash out onto the floor and then it leaks to the lower level.

  
  

  In regards to the bugs, dust, etc.  We have 24 hour dispatched maintenance and housekeeping.  We do strive to keep the cabins as clean as possible for check ins.  The guest before and after your stay did not report any similar issues and our QA inspectors did not either.  During the welcome call we did not get any adverse feedback on this until checkout.  We'd be happy to dispatch housekeeping should a guest encounter these items.  

• Review fromJohn C.

  Date: 02/03/2023

  1 star

  John C.

  Date: 02/03/2023

  
  We believe that ESR failed to provide satisfactory product. On 12/22/22, we arrived Gatlinburg and were informed our cabin rental (533 Geneva DR) was ready and available. The time was about 3:30PM. We arrived at the cabin (about 3:45PM). At about 4:00PM, my wife sent a text msg to ESR that the Master Bathroom was not working (no water flow). They did send a repair
  worker. Before the worker arrived, we noticed that the cabin temp was quite cool. The thermostat showed 65 degrees. My wife sent a text msg to report this. They advised us to be sure thermostat was sitting on EMER heat. We did so. This was verified by worker sent for bathroom that we had properly set the heat. The cabin continue to cool. It was then that we decided to build a fire in the fireplace. Plenty of wood was available, but no kindling or combustible materials were available. We improvised by going out into the wooded area to find suitable materials to construct a fire. We had heat in this room. but the rest of the cabin continue to cool. By 4:00 am, the cabin was at 61 degrees. By 7:00 am TVA had instituted rolling blackouts. On the second blackout, the heat pump failed to restart. We notified ESR and
  they would send someone that afternoon. We told them this was unsatisfactory and informed that we would be departing cabin for home. We believe we should have received a full refund for ESR not delivering a livable facility. They have chosen to refund only 2/3 of our payment and in the form of a future credit. .........We have appealed this decision. They have denied our request. We are requesting that BBB assist with our request. If you need other info, please advise.
  

  Elk Springs Resort

  Date: 02/07/2023

  Sorry for your experience. There were record cold temps in the area and given the rolling blackouts no heat was available. We do issue a credit for the unused nights whereas other companies simply did not provide refunds, so we do provide an above industry standard solution to the power outages. Thank you

• Review fromTony R

  Date: 12/13/2022

  1 star

  Tony R

  Date: 12/13/2022

  This was our third booking with ESR properties, our second at this particular cabin (The View). We were booked there from XX-XX-XXXX until 11-05-2022. There was a delay with checking in and that's understandable. There was also a slight cleaning issue (used bars of soap left in the bathrooms and soiled towels left in the tubs and showers as well). ESR was made aware and quickly offered to send the cleaning crew back out. We decided to take care of it ourselves. We wanted to start our peaceful, relaxing vacation. The next morning, the construction crew arrived. There was a new build cabin approximately 30 yards from our front door. For approximately 10 hours a day, we heard nail guns, lumber being dropped, a boom lift beeping throughout the day, loud hollering, saws, etc. When I called ESR to complain, a very friendly lady told us that she didn't have any information regarding construction near us. She stated that she easily heard it in the background and would forward our concerns to management. Within a reasonable amount of time, she called me back and told me that management stated there was nothing they could do. She stated that she told management that there was nothing on the website about the construction and asked them to inform potential guests. I repeatedly asked for management to call me. They still haven't to this day. After going back and forth through a series of text messages, their final compensation offer was approximately 15 percent off of the booking. Their website offers a feeling of seclusion in a quiet mountain setting. They didn't deliver anything close to that. Approximately 42 percent of each day was disturbed by loud construction. Again, their compensation, 15 percent. I simply asked for 25 percent off of a future booking. Poor follow up by management and poor customer service will ensure that we spend our money elsewhere.
  

  Elk Springs Resort

  Date: 12/14/2022

  Hi Tony, very much apologize for the inconvenience. Due to scheduling and weather we didn't think there would be construction that week otherwise we would have notified you - and unfortunately that scheduling is out of our control as there are so many complex issues around construction these days given so many factors. I do feel like we met your 25% objective as we offered 15% and then you would receive 10% on our next stay as a repeat booking. So in the fashion we refunded you would get $'s now instead of later. The total being 25%. We'd appreciate it if you would remove the trip advisor review you just left as well. Thank you

  Tony R

  Date: 12/15/2022

  During our 6-night, 7-day stay, there was construction for approximately 12 hours every day with the exception of the day we checked in (Sunday). I reached out to your company multiple times asking to speak to a manager. Instead, I spoke to a representative who communicated back and forth between us. After the initial complaint, I was told nothing could be done. After complaining further, the offer was approximately 5 percent of a $2000 bill. More complaining resulted in a 10 percent offer. I continued to complain, and the final offer was approximately 15 percent. As a repeat customer, I was already eligible for 10 percent off of future bookings. This was our third stay. The right thing to do would've been for a manager to contact me (requested repeatedly) and us discuss it like adults. Communicating through a series of text messages via a third party is poor customer service, period. Again, you refunded 15 percent and offered 10 percent off of a future booking, an offer I was receiving anyway. Since the booking was actually on Elk Springs Resort property, I find it difficult to believe that no one knew about a cabin being built approximately 30 yards from our door. There was additional work that began after our arrival near the entrance to the road that we were on. Did no one know about it? My review(s) have been honest and completely fair. Weatherwise, it was extremely mild and nice almost every single day. On our previous booking at the same cabin, we were told of possible nearby construction. The same should've happened in this instance so other arrangements could've been made. If not seen already, I will be more than happy to provide you with videos of what we experienced daily.