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“BEST WEDDING/HONEYMOON!” 5 of 5 stars
Review of The Preserve Resort

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The Preserve Resort
3031 Hickory Lodge Dr, Sevierville, TN 37862   |  
Hotel amenities
New Orleans, Louisiana
1 review
“BEST WEDDING/HONEYMOON!”
5 of 5 stars Reviewed February 2, 2011

We LOVED the Preserve Resort. We were married at the Chapel on January 26th. We were a little worried about staying at the Preserve after reading so many horrible reviews. When we arrived at the cabin...we were beyond thrilled! It was so beautiful and clean and EXACTLY like the picture. We ended up staying an extra night because we did not want to leave. The only problem that we had was the road getting up to the resort. It was full of ice and we did get stuck for 1 1/2 hours with 4 other cars because we could not get traction up the road. It is only in one spot and we were told in advance that we needed snow chains and/or 4 wheel drive. The staff were very pleasant and helpful. We did not have any problems with our cabin except for a critter that was very noisy at night. We were in the mountains so we weren't surprised. Our wedding and honeymoon could not have been any better. We love the Preserve Resort and will be back this summer!!

  • Stayed January 2011, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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306 reviews from our community

Traveler rating
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    58
    27
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See reviews for
157
80
Solo
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3
Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (29)
Date | Rating
  • English first
  • Any
English first
jacksonville, AL
1 review
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed January 15, 2011

Vacationing with 9 people for 4 days and nights. The first of our party arrived on Thursday afternoon, and subsequently reported NO WATER in the cabin to the office and called at least once more later in the evening. The rest of us arrived around mid-night to find no progress with the water situation. We called again reaching the after hours answering service, assuring us they would report the problem. We received a call at 2am stating they were aware of the problem and that someone was on the way to fix the problem. NO WATER. Around noon two of us went to the office and told them we wanted to be moved and that we wanted to receive a refund for the previous night.
Still NO WATER at 3pm and still stalled by the staff. We finally talked with the General Manager(moron) who refused to give us a refund stating it was a contractual agreement and we could have a night free on a future visit..After loosing a whole day of vacation time trying to resolve this issue we were moved to 2 smaller cabins, splitting our party. The general manager has no integrity and the people who own/run this resort are very poor business managers. Do not expect first-class accommodations- they are pretty to look at but very poorly maintained. We wrote up two pages of problems with our original cabin and documented them on film to make sure we would not be charged for these problems. The main issues were the lack of concern we found with paying customers spending 24 hours in a cabin with no water and constantly being told "we're working on it" and then being asked to pay for that inconvenience!! To think that we would be pacified with a certificate for a free stay in a place that had treated us as poorly as we had been treated only proves how unrealistic and unconcerned these people are. We were told that we had a contract, but evidently the same in not true for them, because we have had to settle for less than what we were promised!! The only good thing about the place is the view- good thing The Preserve is not in charge of that!!!

  • Stayed January 2011, traveled with friends
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TRP_Management, General Manager at The Preserve Resort, responded to this review, February 10, 2011
Our staff strives to offer the best possible customer service for all guests. When this issue was reported we contacted the appropriate representatives to have the water issue resolved. We were ensured that this would be corrected and someone was on the way to correct the issue. We did not find out until later that the issue was going to take longer than expected to repair. As soon as we were provided this information we made every effort of accommodate this guest in other accommodations. We also offered compensation back to the guest for the time they lost dealing with this issue. We again offer our sincere apologies for the incident that occurred during your stay.
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Knoxville, Tennessee
1 review
5 of 5 stars Reviewed January 11, 2011

We don't live very far from the Pigeon Forge and Gatlinburg resort areas and twice each year a group of friends get together for a long weekend; I also arrange lodging for two staffing/leader retreats each year with my job. This means I have stayed with MANY lodging groups... until now. The Preserve is now our 'go to' location. The cabins are clean and beautiful, the bedrooms are spacious and everyone has their own private bath. The staff at The Preserve are always gracious and extremely helpful... from the time you book your stay until the time you check out, they are always available. If you have never been to the Smokey Mountains and you want a place with privacy and a great view, but close enough to enjoy a good restuarant or shopping, check out The Preserve Resort.

  • Stayed January 2011, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Atlanta, Georgia
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed January 7, 2011

Although the pictures are nice. I wished I read other reviews before I stayed here. Not only did the office not tell me that the mountain to the cabin was impassable without 4 wheel drive and chains, when I was only 30 min away from the resort. That should have been told to me while booking. I decided to brave the mountain and barley made it. My motivation of getting up that mountain was to relax in the hot tub. When I finally arrived the hot tub was filthy. I called to put a work order in the next morning. I was told they would send someone. I waited all day no one showed. I called again and they never put my work order in. When I finally had a work order in no one showed up. I was told to refer to my contract and that they were not going to refund any money back for the dirty hot tub. My whole stay I was without a hot tub. The Preserve resort never hired a private contractor to clear the roads which left you trapped on the mountain in your cabin. I witnessed a number of vehicles stranded including mine. Not to mention all those poor people who crashed their vehicles. This made our time short to go skiing at Ober Ski resort. The office personal were late getting to the office and would never answer the phone. I will never stay at this resort again.

  • Stayed December 2010, traveled as a couple
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TRP_Management, General Manager at The Preserve Resort, responded to this review, February 10, 2011
Please accept our sincere apologies on your stay. It is our goal for all guests making reservations during the winter months when roads may be affected that we explain the need for a 4 wheel drive or chains to access the resort. This is also noted in our rental agreement where we provide very important information on what to expect during your stay. Our dedicated staff takes every precaution to ensure all amenities are fully functional in every cabin. In events of inclement weather at the resort we do on occasion have limited staff members available at the property and they always try to ensure the best possible service to all guests. We also try to contact all guests prior to arrival if there is a concern with the weather conditions. This post did not offer enough information to fully research this specific situation for any other details. Again, I apologize to these guests for being unable to meet their expectations and I would certainly consider this a rare exception to the resorts extremely high standards for quality and customer service.
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Charlotte, nc
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed January 7, 2011

The worst experience I've had renting a place to stay. The pool table was broke, the air hockey table was broken, the fooze ball table was broken, rocking chair broken, lady bugs everywhere dead/alive, stairs to loft broken, phones didn't work, cable didn't work, tv's didn't have remotes that worked and the staff was horrible. Tom Simmons is the manager and was extremely rude and argumentative. Even when another guest in a different cabin was complaining about the same thing the female office manager argued and called her a liar. I couldn't believe it. The refused to compensate and said that the amenities are not covered per the rental agreement. They are a very shady company. They do not guarantee what is advertised. They are just property managers. The cabins are owned by individuals and managed by the preserves.

  • Stayed January 2011, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Miami, Florida
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed January 3, 2011

Where do I start? Though the Preserve is a beautiful place to visit, I would never recommend going. This was the worst vacation ever and not because of the snow storm, which no one can control, but because of the lack of service and the fact that the management company took the opportunity to take advantage of a lot of families during the storm. We heard from many friends staying in the mountains how their property management and leasing office were helping people out. NOT Majestic Properties. The day of our arrival, we were told that the roads were close and we could not get up to our cabin and if we did, there would be no one to get us access. Mean while a lot of families did get access to their cabin, all you needed were snow chains and 4 wheel drive, which we did have, but they refused to give us the lockbox code to get in. We stayed in a hotel nearby till the next morning. When we finally made it to their office, we were told that our cabin which is very expensive, was still occupied by other families and they would give us a much smaller one and not credit us the difference, because we have already checked in 2 minutes ago and any credits or changes to our reservation must be done prior to check in, which again was a few minutes early. We requested to speak to the manager and we are still waiting to hear from him. (TOM) we called numerous times and nothing. No service, no feedback. All we heard is “ITS IN YOUR RENTAL AGREEMENT” nowhere in our agreement does it state that these people would take advantage of families during a storm, and that’s exactly what they did.
The following evening they finally gave us our cabin, which was not cleaned, the heater was broken, fireplace didn’t work either and even though we called, again no one called us back from the office. Then came the night without water, over 16 hours we had no water and no explanation. Imagine a group of 19 people with babies and no water, not even a call. Still waiting to hear from Tom! I’m sure many more reviews about this place with surface soon. We will be writing to the Better Business Bureau of Tennessee.

  • Stayed December 2010, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TRP_Management, General Manager at The Preserve Resort, responded to this review, February 10, 2011
This guest was staying in a cabin that was not under the control of The Preserve Resort Rental Management Company. We certainly would like to offer our apologies to this guest for their experience on The Preserve Resort grounds but the cabin they occupied was managed and maintained by a different management company. I hope future guests will not hold this experience against us since our staff did not provide the service or maintenance that has been described in this post. Here at The Preserve we strive to provide the best in quality and customer service so that all our guests may experience a vacation of a lifetime.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tampa, Florida
Senior Contributor
26 reviews 26 reviews
8 hotel reviews
Reviews in 21 cities Reviews in 21 cities
9 helpful votes 9 helpful votes
1 of 5 stars Reviewed December 29, 2010

Just got back today and wrote this review to let everyone know that the management of the Preserve did not help anyone who stayed this weekend 's worst snow /ice storm. Approximately 2 miles of trecherous road leading up/down to the resort were covered in ice. The management DID not hire a private person to plow the ice, causing so many cars down the ditches and some over the cliff. We have to pay somebody to tow us down. Families were stuck for 3 days from Sunday to yesterday, some with no food, some with no running water . Also, we ran out of toiletries, and the person in the office said they only give starter supplies! This was our second visit, and will not be coming back.Some resorts hired somebody to plow their roads, not the Preserve! Called the leasing company Majestic properties, no return call. Very poor customer service overall.

  • Stayed December 2010, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TRP_Management, General Manager at The Preserve Resort, responded to this review, February 10, 2011
This guest was staying in a cabin that was not under the control of The Preserve Resort Rental Management Company. We certainly would like to offer our apologies to this guest for their experience on The Preserve Resort grounds but the cabin they occupied was managed and maintained by a different management company. I hope future guests will not hold this experience against us since our staff did not provide the service or maintenance that has been described in this post. Here at The Preserve we strive to provide the best in quality and customer service so that all our guests may experience a vacation of a lifetime.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Preserve Resort

Address: 3031 Hickory Lodge Dr, Sevierville, TN 37862
Location: United States > Tennessee > Sevier County > Sevierville
Amenities:
Hotel Style:
Ranked #17 of 34 Specialty Lodging in Sevierville
Number of rooms: 38
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Also Known As:
The Preserve Hotel Sevierville

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