I reserved a jet ski and pontoon boat with Mountain Harbor Inn a month in advance and paid half in advance for the reservation. The staff was friendly and helpful when I wanted to change the time of my reservation from 12pm to 2pm.
When I arrived at the office about 20 minutes early, I signed all the paperwork and paid the other half. However, when I got to the dock, my pontoon boat was ready but I was informed that there weren't any jet skis available because they had all been rented. I politely complained that I had reserved the jet ski and that they shouldn't have rented it out since I had already paid for it. The guy shrugged...
After further prodding, one of the members of my group suggested that they let us use a free tube to pull behind the boat while we wait for a jet ski (there were dozens of tubes laying around). After some pushing, they agreed.
I also talked to the lady in the office about a refund for the time we lost on the jet ski, and she also agreed that it was fair. However, there was an accident on the lake that day that kept them from processing it that day. She agreed to call me in a couple of days to verify the refund.
I didn't get a call so I called back a few days later. She said that she would have to talk to her boss, but that they would probably refund me an hour of time (I missed 1hr 20min waiting on the jet ski). I explained that I didn't find that fair, but she wouldn't concede. Finally I said that I would report the incident to the better business bureau if I didn't get a full refund. She said that she would take it up with her boss and hung up on me.
About an hour later, she called me and sharply said that they would refund the whole time and hung up the phone.
Overall, I had a good time and the boats were nice. However, I feel that the staff could have been more accommodating and I don't think that I should have had to insist that they do the right thing. I never raised my voice or got ugly in any way. I may have been a little stern at times, but never mean.
- Official Description (provided by the hotel):
- At Mountain Harbor Inn Resort on the Lake every suite has a breathtaking view of beautiful Douglas Lake, caressed by the majesty of the Great Smoky Mountains. Every suite includes a romantic sunset cruise, an intimate candlelight dessert and a bountiful breakfast buffet. Wedding, anniversary and entertainment packages available. Boat and jet ski rentals on site. First time guest rates. Close to all Gatlinburg and Pigeon Forge attractions. ... more less
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- Also Known As:
- Mountain Harbor Inn Resort On The Lake Hotel Dandridge