Mountain View Mansion - Gatlinburg Cabin

Thank you for your honest review, Tricia. We are delighted that you and your group enjoyed your recent cabin stay. We are very sorry to hear that you had issues with chemicals levels. I can see this has been addressed by our certified maintenance technician and we truly appreciate you bringing it to our attention. It is truly regrettable that you experienced this, but we do hope you will give us another opportunity to show you a true 5 star experience. We appreciate you sharing your experience with us.

Thank you for sharing your feedback with us, Maritza. We are sorry you and your guests experienced an issue with the heat on the upper level during your stay. We were unaware that there was an issue for more than 2 days. You did notify us that the heat was not working on the upper level at approximately 9:20 pm on the last night of your stay. We dispatched a technician to go out and assist you. The technician did feel that that area was colder, checked the heating unit, and left heaters for the areas needed. Your comfort is a priority to us. We provide 24/7 guest assistance to ensure any need can be handled quickly. We do, however, have to be made aware of the issue as we had not received previous complaints regarding the heat to this area. We can assure you, this property is equipped with the proper heating system to ensure our guests are comfortable. We sincerely apologize for any inconvenience experienced regarding this issue and hope you were able to enjoy your time spent in our area.

Thank you for sharing your experience with us, Anan. We are sorry you were disappointed in these aspects of your stay. We can understand your disappointment, however, would like to add some important details to your review. We do show that the maintenance technician was dispatched immediately upon your report of no heat. When he arrived, he found 5 of the outer doors open. He tested the air blowing out of the vents and it was blowing out at 100 degrees, so the heat was certainly working. The temperature outside was approximately 10 degrees, so with the doors standing wide open there was no way the heat could keep the cabin warm, even though it was functioning fully. He also found that the pipes to the water supply for the washing machine were frozen solid. These are located near one of these open doors. He set up heaters and asked that you keep all doors closed from that point on unless entering or exiting. Even with the assistance of the heaters, it did take 2 days for the pipes to thaw enough for the washing machine to function. We also received multiple reports of a toilet that was clogged. A different technician was able to unclog it, but reported that there were visible foreign objects that had been flushed. We dispatched another technician when you reported no power in part of the property. He did find that it was an issue with the electric company, it was restored through the night. We can understand any type of outage can be frustrating, however, this is something that was out of our control. We are sorry if you found sheets in that condition, as this is unacceptable to us. The cabin was inspected prior to your arrival and only clean sheets were found at that time. We also did not receive any report of this during your stay throughout the many conversations our Customer Service Representatives had with you. We sincerely apologize for the disappointment you felt towards your time spent at this exceptional property and hope you enjoyed your time in our area.

Thank you for taking the time to share your wonderful experience with us, Dwayne! We pride ourselves in providing exceptional properties that are sure to assist in creating cherished family memories. We enjoyed having you as our guest and hope you will consider making us a part of a new Christmas tradition. Hurry back, new memories are waiting to be made!

Thank you for your kind review, Gary! We are pleased to hear you enjoyed your stay. Mountain View Mansion is an exceptional property that is sure to create the perfect atmosphere to enjoy a memorable get-away. We enjoyed having you as our guest and hope you will consider making Elk Springs Resort part of a new tradition when visiting The Great Smoky Mountains.

Please contact our office should anyone have concerns about this review. We are happy to discuss each item and we will continue to rent out this 5 star luxury property and know we will have very few if any issues with future guests given the condition of the cabin. We have had over 1,000 total guests stay at the mansion with very few if any issues. It is our goal to offer a safe and clean stay with all amenities being available such as the pool, TV's, theater screen, fire places, etc. From time to time there are maintenance and cleaning issues that arise and we are happy to address them normally within 30 minutes, as we did in each of the above issues - some of which did happen and most did not. There was a small leak in the bathroom that was remedied and the air conditioning unit did fail. Thankfully this will not happen again as the mansion has a brand new unit. We did provide temporary air and replaced the unit in less than 24 hours. The other items stated simply did not occur and we continue to provide a luxury stay with fantastic working amenities at this cabin. We invite you to speak with our customer service and reservations team should you have questions or concerns as we want everyone to have a fantastic stay at this cabin.

Thank you for your kind review, Susan. We are pleased that you enjoyed your cabin stay! Mountain View Mansion is definitely a great cabin with a perfect location and top-notch amenities for everyone to enjoy. It was our pleasure to assist you during your stay. We hope that you will join us again during your next trip to The Great Smoky Mountains! Please keep in mind, as returning guest you will enjoy 10% off all future bookings. Hurry back, new memories are waiting to be made!

Thank you for your kind review Sarita. We certainly appreciate your feedback as it helps to ensure we are constantly improving. We are delighted that you and your group were able to enjoy your cabin stay! We thank you for making us aware of the minor cleaning issues. We take pride in our cabins and want to make sure everything is up to par. Please keep in mind we do offer 24/7 staff assistance and are happy to send out an experienced technician to take care of anything that may be an inconvenience to you and your guests. Being in the mountain, spiders and other critters can be a nuisance. We do make an attempt to clean spider webs during every cleaning but they can literally pop up within hours. We apologize for any issues you faced and hope you will join us again during your next getaway to Gatlinburg!

We value your input as it helps to assure that we are always improving. I am truly sorry for the inconveniences you experienced during your visit. However, there are very strict rules on how many guests can be inside our cabins at one time. This standard is set by our local fire department and is in place to protect you. If the level of occupancy is exceeded, our guests as well as our company are at risk to receive heavy fines. We do not want this for anyone. Prior to your arrival our inspector noticed a stain on one of the comforters. She left to retrieve a new one and upon her arriving back to the cabin, your party was already in the cabin. We strive for excellence and making sure everything is perfect prior to our guests arrival is party of that. Your complaint regarding the pool house concerns us as cleanliness is one of our top priorities. I have reported this to the proper department to be addressed right away. Please know that it was not our intention to disappoint you. Thank you for sharing your thoughts with us.

Thank you for your kind review, Beckie! We are pleased to hear you enjoyed your cabin stay. We are always delighted to hear from another satisfied guest. You certainly chose the perfect cabin to relax and create lasting memories with family. Hurry back, new memories are waiting to be made!