I am going to give a partially negative review, but wanted to focus on the positives first. The cabin accommodated about 7 people fairly comfortably (not the 10 as advertised, the pull-out sofas are really not an option). The cabin was clean, the furniture was mostly in good repair, the kids really enjoyed the game tables, the hot tub was great and the views were absolutely breathtaking; we loved the porches! Our family of 10 stayed four nights and really had a great time in the Smokies.
We look forward to coming back to the area, but will be looking for a different resort. Here is why: 1) the check-in process was confusing and extremely frustrating; 2) the mattresses on the pull out sofas were pathetic (about 2 inches thick and very well-worn); 3) there are no linens for the pull-out sofa (thank goodness we brought sleeping bags); 4) we had a lot of trouble with the cable TV and had no internet; 5) one of the toilets was broken and it took three days and four phone calls to get it fixed; and 6) the dishwasher leaked.
The check-in process was almost comical. Several months prior, I went to the Legacy Mountain Resort (LMR) website to look for cabins and ended up making an on-line reservation. I received email confirmation from LMR, returned paperwork to LMR, paid a one-night deposit to LMR, received a welcome packet via email from LMR that included a map to our cabin (Bearly Believable) and my credit card was charged the balance two days before our trip to . . . Legacy Mountain Resort. I tell you all of this because it is a critical fact for the “check-in” story. When you first arrive at Legacy Mountain Resort there are no signs for check-in or office. Not one single sign. We knew from other reviews how difficult it is to find the “office”.
When you are about half way up the mountain, there are signs for “Club House”. When we finally arrive at a building we assumed was the Club House, we went inside to check-in. There was a small desk in the fitness center to serve as a registration desk. We were told that there was no reservation for us, that the property was not Legacy Mountain Resort (even though the HUGE sign at the entrance said “Legacy Mountain Resort”) and that we probably had reservations somewhere else. As a matter of fact, we were told, Bearly Believable was rented to another family arriving the next day. Hmm? So, I showed this person copies of all the correspondence I had from LMR, including the welcome packet, the map to our cabin and the reservation number. She continued to tell us that this paperwork was not from LMR – although the logo was all over it. Hmm? She pointed to her shirt, which said “Gatlinburg Falls” and said that was who she worked for, not LMR. Perhaps she went to the wrong office that morning? She finally concluded that we had reservations for “Sugar Maple Resorts” and should drive over there. Sugar Maple Resorts? I’ve never heard of them. So, she called the phone number on our reservation confirmation. The guy on the phone told me that we were staying in cabin #3034. I asked where exactly this cabin was located. I was told it was located at Legacy Mountain Resort, although we didn’t have reservations for LMR – confused? Me, too! I was given the key code to the cabin; no identification was required. I asked, is this “Bearly Believable, #69”. And was told, no. They do not label their cabins with names. Umm? Yes, you do. Photo attached. I’m right, right?
End of the story – we drove to Bearly Believable, #69, cabin 3034 (all one in the same); the key code worked and we checked ourselves in. We nervously waited for another family to try and check-in, but no one ever did. Miss Gatlinburg Falls in the Club House was clueless, stupid and incompetent . . . all with an annoying smile. We didn’t have reservations at Legacy Mountain Resort? Really? Well, that is where we stayed!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for taking the time to post a review of your stay, and we are sorry to learn that it was not everything you'd hoped it would be. We offer our apologies that you were not pleased with the condition of the sleeper sofas, and please know that if a guest ever voices this concern to us we get the situation addressed as quickly as possible.
We can understand your confusion at the location of check-in offices; that is one of the reasons we instituted the express check-in option that is detailed in our rental agreement. We would, however, like to take this opportunity to try to clear up the issue somewhat: there are many cabins located in Legacy Mountain Resort, but not all of the cabins located within the resort are managed by Legacy Mountain Resort - there is a company that has set up an office in the clubhouse at the resort that is not affiliated with our company, as you related in your post here. We sincerely hope you'll come for another visit soon and will give us the pleasure of welcoming you back!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.