Bad customer service has a new champion in Mountain Springs Cabins. My family (with 2 young children) had a reservation for 5 days from 4/2/07 – 4/7/07, which I had changed from earlier dates of 3/31 – 4/5. Because of a computer glitch or human error, our change in reservation didn’t show up on their computer. Despite showing them their own written confirmation of the change, they refused to honor our reservation. Upon discovering the discrepancy, the proprietor was immediately foul-mouthed, without any consideration that the mistake might be hers. This despite the fact that her computer was down, so she had no way of checking. A half hour later she apologized
and offered us an upgrade on the cabin we had reserved. Three days later, seemingly very distressed over losing money, she recanted her generosity and accused me of “doctoring” the reservation’s written confirmation! She demanded we leave or pay more money for the cabin we had already paid for. Both sides called a sheriff’s officer in, who told us that Mountain Springs Cabins is essentially a hotel, and therefore, despite evidence of it’s breach of contract, we had no landlord/tenant legal recourse. Thus the proprieter had a right to kick us off of her property, and my only recourse was a civil suit.
Throughout our experience, Mountain Spring’s reservation system and check-in procedures were sloppy and unprofessional. For example, the proprietor claimed that they “never take reservation change requests over the phone”. However, they did in our case, and never told us of the policy when we were booking the cabin. Another example: When we arrived, despite introducing myself, the proprietor assumed we were a different family and sent us off down the road to the wrong cabin. When she realized her mistake, she was immediately rude to us, apparently because she had expected our arrival 2 days earlier due to her sloppy reservation system.
Facilities: The creek on the property is nice and the cabins small but quaint, although poorly maintained. The gas fire place in our cabin never worked, and the toilet over-flowed.
Asheville has dozens of cabin resorts – have a relaxing vacation and stay away from Mountain Springs!
- Official Description (provided by the hotel):
- Nestled in the foothills of the Smoky Mountains and near the Blue Ridge Parkway just 10 minutes west of Asheville, Mountain Springs Cabins is the ideal destination for a family vacation, romantic getaway, honeymoon, small wedding parties, group reunions or a quiet meditative solo retreat. We have streamside cabins, fireplaces, and beautiful mountain views. Where the meadows meet the mountains...and the mountains meet the sky. ... more less
- Also Known As:
- Mountain Springs Cabins Hotel Asheville