Reviews

Review Details

• Review fromSarah L

  Date: 07/20/2023

  1 star
  Worst experience ever! Our trip was scheduled for 7/8-7/14/23.I rented Adorable Escape.When we arrived I found the cabin to be filthy.There was an area rug that what sitting rolled up just outside the entrance and smelled of feces.The outside of the cabin was so overgrown trees were growing out of the steps.There were splatters on the walls, mold on both shower curtains, food remnants left in the cupboards and drawers. After calling Customer Care about the filth, we noticed cockroaches crawling on the dining table. I called CC back and was told nothing could be done until maintenance showed up to verify the issue in 2-4 hours. My family and I waited in our vehicle for over 7 hours waiting for maintenance that never showed.During this time i looked up reviews on this cabin and discovered the roach problem was already an issue that was brought up to management.Also,during that time I called CC 5 times begging for a new cabin or reassurance that if I rented a hotel room that I would reimbursed. I just kept getting the run around, nobody would help. Finally, was moved to The Big Moose around 230 am.This too was a filthy dump.Cupboard doors were missing, screws were sticking out of the floor, the hot tub leaked (like a waterfall to the deck below, causing rotting wood) I was promised a manager would contact me the next morning to "make it right". We stayed 3 more nights waiting for that call. I called CC more than 10 times during those 3 days. Never had a manager contact me, in fact refuse to get on the phone with me. We left early on 7/12, checked out and had to fight for very little compensation. There was a huge price difference between Adorable Escape and The Big Moose, they REFUSED to even pay the difference. Not to mention the first night we slept in our vehicle and checking out 2 days early. Not just terrible customer service, this was consumer abuse. They knew they could treat people like this and get away with it. They've done it before and will do it again.

• Review fromJoana P

  Date: 06/27/2023

  1 star
  WORST EXPERIENCE 0 STARS!!!!
  We booked our cabin the Big Kahuna more than a year in advance for our stay 06/18-06/24. We paid over $9,000 to stay at what was advertised online as a “luxury cabin”. This was a year-long planned vacation with our family most of whom traveled longer than 10 hours to be together.
  As soon as we pulled into the driveway of the cabin there was cigarette butts all over the lawn, broken glass, dirty socks, and trash everywhere. As we stepped inside our shoes were sticking to the floor from how dirty the floor was. Not sure what the cleaning fee they charge covers because along with the dirty floors
  -The stove was not clean and there was a film smeared all over.
  -The doors were filthy.
  -The walls were caked with dust.
  -There was hair all over the beds.
  -Multiple cockroaches were crawling around in the kitchen.
  Many of the amenities advertised on their website were not available.
  -Wifi was nonexistent
  -The pool table rails were loose and there was no rack.
  -The hot tubs were half empty and the jets were not working.
  -The Pin machine left handle was not working and the ball wouldn’t even come out.
  -The foosball table lacked the ball.
  -Air hockey table lacked paddles.
  -Home theater surround sound did not work.
  -Due to the lack of wifi only 9 channels were available to watch.
  -Broken beds.
  -The dining room table was being held up by a stool.
  -Broken bar stools.
  -The living room couch was broken and nails were sticking out.
  We lost 2 days of vacation going back and forth with their management team. They refused to compensate or refund us for the lack of amenities, filthy dirty cabin conditions, and false advertising.
  This company does not care about its customers. They should really be ashamed of renting out cabins in the condition that they are in. We will NEVER stay here again and we will make sure everyone knows what to expect when renting with this company. This was far from a luxury experience.

• Review fromBrandi B

  Date: 06/26/2023

  1 star
  Me and my family have been renting from Gatlinburg falls resort for over 7 years. The last 3 years we have had terrible experiences with the cabins rented this year being the worst. We stayed at the lake house and brought family from our of town. Our cabin wasn't clean, the pool was dirty the ceiling leaked. There were rodents in the cabin. We really loved the cabin and felt we did not get our monies worth. The maintenance man came stated he would be back never returned. Half of the guest had no tv due to the cable. The toilet in the master bedroom was not mounted down so it moved when in use. We called to request repairs done on the cabin as we would like to continue using Gatlinburg falls resort. But when we called we were told we could not rent the cabin again and refunded $800 I have never experienced a company not willing to work with a loyal customer that has been with them for years and keeps giving chances to improve on their customer service as well as up keep of the cabins that are rented. We didn't want money back we wanted to come back and get our money's worth for the same price we paid this year with little enjoyment. Our family is willing to wait for the repairs and give this company another chance. But if we must move on then so be it. I definitely would not recommend to any of my co workers or friends due to lack of customer service and bad up keep of
  cabins.

• Review fromYuvette Y

  Date: 05/24/2023

  1 star
  I rented the majestic peaks for a family vacation. The place was dirty. The floors was not clean. Their was mold in the bathroom.Their was 3 bathroom that was out of order.The stoves did not work.The carpet smell like mildew.
  The refrigerator was not clean out
  The cabinets was falling apart. The cabinet door was off the cabinet.
  The hot tubs was not clean. The smell when you first walk in was horrible.
  We contact a manage. The bedroom was never clean..The place should of never been renting out. The customer service was terrible.This company needs to be shut down for business

• Review fromrobert b

  Date: 05/14/2023

  1 star
  definitely will never stay here again. my wife and I booked a 1 bedroom cabin for our honeymoon and we were supposed to check in at 4pm on Friday and check out out 10am Sunday. we didn't get to check in until 6:45pm and when we got to the cabin it was disgusting. the carpet in the bedroom had stains everywhere, the bedroom and bathroom doors both had stains all over both sides of them, the walls and ceilings were covered in dust and spider webs, the boards were coming off the deck, the hot tub looked so disgusting that we were afraid to even use it and the cabin looked nothing like the pictures on their website and when we spoke to the lady at guest care we were told all she could do was give us 10 percent off our next visit.

• Review fromDebbie L

  Date: 04/09/2023

  1 star
  Where do I start? First we booked with Gatlinburg Falls with the understanding it was a new cabin as said in listing. When we arrived at Time Well Wasted, we were shocked to say the least! It was inhabitable! Mold in showers, kitchen cabinets broke and filthy, beds old and broken, return filter grill broken and covered in dust, smell was horrible when we walked in, kitchen table warped and sticky, floors were filthy and crumbs everywhere , furniture ripped or broken, and when we opened the hot tub we found acrylic nails in cup holder, so gross! Of course we couldn’t stay there and was impossible to talk to management! We went to office and insisted on new cabin, they messed around and had to wait to send an inspector out , hours later, no cabins left! We camped out at office until they found one, but I had to sit in office and refuse to leave and make them find me one. Eventually they did but not before we had to move around all weekend until one opened up for the week. Worst customer service ever!! Needless to say, I will never use Gatlinburg Falls Resort again!!

• Review fromAshley E

  Date: 03/29/2023

  1 star
  The customer service is nonexistent. I have never been more disgusted with a business than I have been with gatlinburg falls resort. We are currently staying in a cabin and the customer service is the worst. You can't speak with anyone. The cabin is broken and dirty. We moved homes 3 times today and each one was worse than the last. Finally we were given a cabin with NO WATER. Door knobs missing/not working, smoke detectors not even in cabin! The grills are broken, the dish washer fell out of the cabinets, there are nails sticking out of a door frame, dirty socks and play dough found in a bed. Missing drawers in the kitchen. A rug & potted fake plant hanging from the tree off the balcony. As well as a literal hole in one bedrooms wall that had to be stuffed with a rag! There has not been 1 single thing done to correct this. No manager has ever contacted us back. It's unacceptable business.

• Review fromChristine G

  Date: 03/20/2023

  1 star
  If you like terrible customer service, rodent droppings, cockroaches and dead flies then this is the cabin for you, my friend! Bear with me, this is a long one. We had to wait for the cabin to be “cleaned” Various pieces of trash, change and previous guest’s belongings were throughout the cabin’s carpeted area. The tile floors were so sticky that we could not walk without our shoes sticking to it. There was what I can only assume were dirty blankets shoved into the linen closet. I’m not sure what a 5th or 6th person were suppose to use for linens for the pullout sofa because those dirty blankets plus a pillow case were the only linens in there. The jetted bath tub only has partial hot water, not even enough to fill it half way up. There were mouse droppings all over the kitchen counters and window sills. Left over food particles on the kitchen counters and in the sink and a smell coming from the garbage disposal that lead to the discovery of left over food sitting in it as well. There are four variations of each utensil of various sizes but make sure you wash them because there’s food from previous guests in the silverware divider. Dead flies cover the window sills and dresser tops. The king size mattress is TERRIBLE, neither one of us were able to sleep. The bathroom had toothpaste splattered all over the wall and vanity and toothpaste rings from the previous guest. There were only four towels and no washcloths for a cabin that is suppose to sleep six. The railing on the back deck is not attached, the gap between it and the support beam is a good four inches if not more. The current state of this cabin. After 20 hours and no response from the host I had no choice but to contact VRBO who finally connected me with a manager for the resort, her solution was to have maintenance come spray for cockroaches, however they never showed up. Fought with a manager for 25 mins to get cleaning fee reimbursed.

• Review fromShannon T

  Date: 02/14/2023

  1 star
  Hidden Haven Jan 12-15
  Arrived at the cabin the gate was locked, maint said there wasn't a gate.After being on the phone over an hour they sent someone out,they said that the gate was locked on purpose.I cut the fireplace on and smelled gas, the hottub - 54 degrees, called the office back and they said they would send someone out first thing in the morning for the gas leak and hottub.I let them know that the cabin was unclean, beer cans, medicine on the floor in the master br, dried puke on the sheets, card table and floors sticky, outside trash cans full (from previous tenant), no wash cloths and dirty towels.We had no place to put our bags of trash because of bears so it stayed in the kitchen.13th called to let them know that the oven was broke.That I had bought $500 worth of food that I couldn't cook.They said that someone would be out to fix the broke items.I called 7 times on the 13th and was told numerous things everytime, I called to say the blender caught on fire the rep told me that I would be charged.Rep told me that it was all listed on the maint sheet for the cabin and they knew about the items prior to us checking in.A loaner oven would be brought, at home depot purchasing a new oven, the owner knows everything that's broke and hasn't approved any repairs.They repeated that someone would show up,never did.I asked to be moved and was denied.They also told me that if I left early that I wouldn't receive any refund.Cabin has a TV screen outside but the blue ray player didn't work,we couldn't use.I spent Fri on the phone trying to get this resolved.Sat morning 2 guest woke up with roaches in the bed with them and my daughter had bed bug bites on her.I got dressed and went to the office.
  No one ever showed up to look or repair anything!
  I also paid a hottub cleaning fee (couldn't use) and a cleaning fee for the cabin.
  We were finally moved and in a new cabin around 7pm for one night.
  I've called to speak with mngt and have been hung up on, laughed at.

• Review fromLinzy H

  Date: 02/14/2023

  1 star
  We stayed in Mount LeConte Mansion located at 844 Resort Way, Gatlinburg from 1/26-1/29. The cabin was extremely dirty and dusty. Layers of dust on everything, furniture smelled and was covered in stains in the living room. All air filters in the HVAC system were so full that dust heavily covered outside of the vent covers. Every single person that stayed had a stuffy nose/throat and one with severe asthma suffered badly just breathing inside for the entire trip. Mold present in most of the bathrooms, most of the bed frames were broken, the bed in king suite on the main floor is being held up by a stack of books. Several mattress were humped up in the middle and sagging on the sides. Almost all the arcade games on the third floor did not work. Triggers on all but 1 gun game were broken. The car driving games had exposed electrical wiring hanging out of the wall and were inoperable. Previous reviews confirm they have been inoperable for a while yet the company continues to make reservations as everything is in working condition. Both hot tubs were not working, one had no jet pressure the other one had been used so much the control panel was missing so it could not be turned on with broken outside panels and ripped top coverings. Customer Service was unbothered by our issues and I could quickly sense they are accustom to these type of complaints. From the first phone call one hour after walking in they stated "We will reimburse you upon checkout" but in the end, offered very little to justify. I would have never booked this cabin had it not promised the amenities that it did. They operate on a bait and switch business model. We are planning on submitting our review on every online platform possible and filling this with the Tennessee Attorney General in hopes of saving someone else from making the same mistake. This company knows they are taking advantage of tourist and they need to be investigated and held responsible. DO NOT SPEND YOUR MONEY WITH THIS COMPANY!