We stayed at Smokey View Lodge....last week. We rented this cabin because it was advertised as being quite large and we had 3 families going on vacation together. It was the worst experience that I have ever had. We arrived at the cabin to find that the kitchen was covered with ants. There was no way we could keep food in the kitchen, as planned, due to the infestation of ants, thus, we had to eat out EVERY meal. it smelled horrible, the shower drains did not work and there was a lock on the thermostat at 75 degrees--not good on 90 degree plus days when the main living area is in the sun most of the day. The place was much, much smaller than the pics indicated, it had not been updated forever. The paint worn to bare walls, gouges and paint literally chipped off the walls, bedspread faded and worn, arms on chairs in the main room were broken and leather ripped and not one of the 4 doors leading out onto to decks worked properly.just to mention a few things! I will add that the doors were a complaint voiced in a review over a year ago and it still had not been addressed! When I called the office in reference to the ants,drains and the thermostat, I was told that the owners sometime put a "lock-out" on the thermostat in order to save money and they would try to get it removed, but if not, they asked if box fans would be alright. My answer was "Absolutely Not! I did not spend nearly $3000 to swelter for a week". I was told that they would send someone out.....the next morning. We went into Gatlinburg and returned to find two box fans, a plunger and a bottle of ant spray setting on the counter!! That was the extent of the "customer service" that was extended to our group of 14! I wonder that if the "powers that be".at Jackson Mountain Homes spent their week in a home essentially w/o air conditioning with heat indexes of 100 degrees, would be able to enjoy their week of vacation....Real fun week.....NOT!!!!! I will NEVER rent from this agency again and will make certain that anyone asking about where to stay in Gatlinburg, will most certainly not be referred there. The part of the advertisement for the cabin that was true, is that it had a gorgeous view---good thing as we had to spend most of the time out on the deck!.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are truly sorry that you experienced trouble while you were here and appreciate you allowing us the opportunity to try and remedy the issues that you reported to us. We regret that you feel you did not receive the proper level of customer service during your stay with us. We can promise you that it is never our intention to upset a guest.
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Upon researching your situation, we have found and are confident that our staff responded to each of your concerns in a timely manner and suggested that you contact us if you continued to experience problems. However, when we did not hear back from you, we mistakenly took that as a sign that everything was repaired to your satisfaction. We know now that wasn’t the case and again, apologize for any misunderstanding. We see where the review lists several things regarding the upkeep of the cabin that were not mentioned in your initial report but will certainly make the cabin owners aware of these suggestions for upgrades.
We do our very best to ensure that every guest's vacation is as it should be. Unfortunately, things can happen during a guest’s stay that mars their vacation experience. We cannot express to you how very sorry we are that this happened to you. We are certain that if communication between us had been better, we could have found a resolution that would have left you with a better vacation and impression of Jackson Mountain Homes.
In an effort to take responsibility for our part of the communication error between parties, we are issuing a refund to the credit card you have on file in our office. Once again, we apologize for any trouble and inconvenience this situation has caused you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.