In August 2011, my husband and I stayed with Gatlinburg Falls in the cabin "A Rare Find" for our honeymoon. The cabin was beautiful, customer service was outstanding, and the complimentary shampoo, conditioner, and lotion were amazing! I was impressed with their standard of professionalism and how well the cabin was taken care of. With that being said, I was less than impressed when my husband and I returned to Gatlinburg Falls Feb. 25-Mar.1, 2013. We stayed in "Mountain Treasure" at Gatlinburg Falls at the Park. The cabin itself is beautiful, but the customer service we received was HORRIBLE.
Check-in on Monday afternoon was seamless. The clerk was friendly, gave us directions to our cabin, and told us to have a nice vacation. No mention of any problem at the cabin was brought to our attention at all. Approximately an hour after our arrival at the cabin, I notice a man in a truck outside our cabin. I open the door and ask him who he is and why he's there. He said "I'm maintenance, and I'm here to fix the projector for your home theater system." I said "Um, ok, but I wasn't even aware that there was a problem with the home theater system." The clerk at check-in should have alerted us of the problem and told us that maintenance would be coming by that night. We weren't really prepared for anyone to be entering our cabin that night....it is vacation after all.
After working on the system for about 2 hours, he came back upstairs to inform us that he was missing a cable and would have to come back at 10:00 am to finish the job. We were a little frustrated by this since we are not morning people, and we shouldn't have to get up at a certain time on our vacation to let the maintenance man in, but we really wanted the home theater working as soon as possible, so we were more than willing to make the sacrifice. The next morning, we set our alarm, got up to meet the maintenance man....and he never showed up. We made several attempts to contact the office about the problem, but all the calls either went straight to a voice mailbox that was full, or in the rare case that someone would answer, they would say "we are experiencing a high call volume right now, can we please call you back as soon as possible?" Of course, I left my name and number.....and no one ever called me back. Finally, I called them back again and I was able to speak to someone about our situation. They assured us that they put in another work order for maintenance to come out either that night, or at 10 am the next morning. I tried 14 times that day to get a hold of someone that could help us, but I only actually got through just once. (2 nights without the home theater system working).
The next morning, again, we work up early anticipating the maintenance man at 10 am.....he never came. I called the office again, and asked for a supervisor this time. The guest services woman said "Before I get the manager for you, can you tell me about your problem?" I explained the whole situation to her, and before she could offer a solution, our call was cut off. Immediately, I tried to call back to finish our conversation, and a lady answered the phone and said "we are experiencing a high call volume right now, can we please call you back as soon as possible?" At that point, I lost it. I just started balling and told her "no! I am not hanging up until I get someone to listen to our problem!" My husband had to take over my phone call because I was crying so hard. Guest services then contacted the maintenance supervisor, and within 2 hours, he was at our cabin to finally fix the system. Once he left, he assured us that everything was in proper working order. So that night, we rented a few movies and prepared to spend the evening watching movies and relaxing. Unfortunately, when we sat down to watch our movie, a loud screeching noise came from one of the surround sound speakers, and we were unable to get it to stop. At that point, we were so frustrated at the whole situation, we just gave up on the theater system, and tried to make the best out of our last days there. We had been planning this vacation for over a year, and the last thing we wanted to do was spend it either waiting for a maintenance man, or on the phone with guest services. It really ruins the romance when you are always waiting for the maintenance man to knock on the door. For our trouble, we were offered 10% off our next stay. Of course, we declined because after this horrible experience, we will never use Gatlinburg Falls resort ever again. They do not offer refunds on broken amenities, but it would be in their best interest to hire a maintenance staff that can handle the demands of all the cabins they manage. The next time I go to the Smokies, I will be seeking out a company that still takes pride in their customer service and actually reaches the level of excellence claimed to be held by Gatlinburg Falls Resort.
- Also Known As:
- Gatlinburg Falls Hotel Gatlinburg