There was a MOUSE in the house and we do not mean Mickey for this vacation.
After a long drive with two children, we thankfully checked in and went to our room (BLDG E). The decor was older and the place was not particularly clean; however, it was late and I have traveled enough that this sort of issue is not a big deal. I stayed up reading and when I opened the door to go to the back bedroom, I saw a dark shape scurry past my bag and disappear. We searched the room and could not find anything. We thought (hoped) it was "just a cockroach". A little while later, I got up to go the bathroom. I shut the door to the bathroom and there was a mouse in the bathroom with me.... much to my horror. Upon closer inspection of the bathroom, we found mouse droppings and a hole in the cabinent where it had taken up residence. This mouse clearly lived in this space.
I called the front desk and they moved us to another room. By this time, it was 1:30am. We had to lug our sleeping children and luggage to a new unit. This was done with no assistance by the way. The person who gave us the keys just sat there and watched as we, in our pj's, loaded up our stuff and children as best as we could. The new unit was nicer and clearly not their Expedia room. It was cleaner BUT it also had a few (not nearly the amount as the first one) what appeared to be rodent droppings.
I expected some communication from the office the next day. Nope. I had to go the desk in the afternoon. The front desk person was not aware of the situation. After some fuss, the manager (James) finally appeared. He was most unhelpful. He insisted this is a "wilderness resort" and that it was the mountains and these things are "unfortunate" but do happen. Then he proceeded to explain there had been a rodent "issue" for the past 3 weeks because it had been hot there and the mice were looking to "get cool". He also compared a resident seeing a snake alongside the tennis court (OUTSIDE I might add) to the mouse in the house (as we now refer to this incident in our family). He did not offer to compensate us in anyway as we had moved rooms and was not apologetic. In fact, he stated he felt just as bad as I did. This is doubtful!! He also stated Orkin has been coming out every two weeks. Clearly, that hasn't been enough.
I asked for at least this night's room fee to be reimbursed. He offered much resistance and basically blew me off stating he would call back later that day after he "checked our reservation". No call. I called the desk at 6:30pm. I was told that the manager had left for the day. I complained - admittedly a lot to the poor front desk person (Jamie - whom by the way was a true professional and doing the best he could under poor management).
Later that evening I had a phone msg from the manager stating he would reimburse the room and there were options. When we checked out 2 days later, I expected the reimbursement. Nope - I was told I could stay an extra night for free (if that were the case would have been nice to know before check out and car loaded etc) or get a gift certificate for a future night. No and no thank you. My next option was to call Expedia myself and ask them to reimburse the room and "have them call the resort to confirm." I was beyond irritated as it continued to appear this manager just did not care about customer service or my business.
Jamie - front desk person - not the manager - graciously contacted Expedia himself after I admittedly complained again about the issue/service/rodents etc.. I am now awaiting a refund. We will see.
The views are beautiful. The property is in a good location. Rodents in your room are not acceptable. The managers actions and behavior was also unacceptable. We will NEVER stay here again despite the fact we visit Gatlinburg somewhat frequently. Recommend Bent Creek Resort at the bottom of the hill.
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