“Cabins of the Smoky Mountains” in Gatlinburg, TN, is the WORSE cabin rental company!!!!!When we arrived at our cabin on Dec. 26, 2023, "Time Well Spent", we found trash throughout the cabin (chips, garbage on top of refrigerator and on the floors), all around the cabin (including underwear and a towel hanging from trees). No light over the oven which was sooo important because the lighting in the kitchen was sooooo dim, ice maker did not work, the outside grill was broken, one of the four king beds was broken, MULTIPLE light bulbs were out, outside flood light DID NOT WORK which made it pitch dark going up and down the stairs at night, not enough towels/hand towels or wash clothes in each of the five bathrooms, NO extra bed linens, one hand towel in the kitchen, couches had several holes cut into them, floor tiles broken and MAJOR gashes in floor, NO paper towels or garbage bags, plates in the cabinet were filthy, only 3 forks for 11 people and four drinking glasses.The floors were so sticky and nasty, I was not about to go barefoot in the cabin. We called the office SO MANY TIMES only to receive a response of "I'm Sorry" and we'll get someone there. Courtney, one of the customer service people....was the WORSE!! Talked with her 3 separate times and the 3rd time on 12/28, she put me on a long hold and came back and said "she said someone will be there between 5/5:30'. I asked who "she" was and she said she was the person that scheduled the cleaning crews. We hurried back so we could be there and once again a "NO SHOW." That went on for 3 nights and 4 days of our 6 night stay before FINALLY a cleaning crew and maintenance crew came on 12/29. Unfortunately...that was ONLY after my son and I drove the 45 minute trip to their office 12/29 and refused to leave until we talked with a manager. Managers are not bothered to be in the office....only the low level employees that have NO AUTHORITY!Louis (ext: 213), supposedly a manager, finally called me after being there for an hour. Amanda, the lady at the front desk, told me she couldn't do anything for us except give us more linen if we needed it. She said they would not consider giving any of my $5,731.08 I paid until the day we checked out and it may be the cleaning fees and maybe a little more. She told us they would just say "you stayed there anyway." There was NO availability with them or anywhere else so yes, we stayed. Amanda also told me they would just figure there were 300 million other people that would stay if we didn't use them again. She said they don't do cleaning contracts but hourly people to clean and that's probably why our cabin was soooo nasty.Louis is the worse manager I've EVER talked with. He was rude, hateful and talked down to me. He explained how each property is individually owned and the owners know the shape of their cabin and when owners do not respond to complaints, that's how much they care. He explained Cabins of the Smoky Mountains are ONLY Jr Partners and he knows which cabins to have his family stay in and which ones not to use. Cabins are put in their system and out of their system every year. He was soooo un-sympathetic or empathetic. He swore he'd call me back even if he had to after he got off work. AGAIN....another broken promise. What kind of business model does a company have when they don't care about their guests or their guests experiences and rely on the premise that there's 300 million other visitors that will stay in their cabins no matter how they are treated.
