Family Vacation June 18 - June 24

Guest: Tammy (Salisbury, NC)
Date of Stay: 06/18/11 Review Submitted: 06/28/11

The cabin was beyond our expectations and we will be staying here in the years to come. It is very tastefully decorated and roomy. The location was only a short distance to the parkway, so all activities are really close by. Don't be surprised if you are visited by a couple of cute kitties or Bandit (the Raccoon). I rate it overall as excellent, and do not feel that anyone would be disappointed with this cabin. Thank you so much!

Recommended for:Age 55+, adventure seekers, sightseeing, girls getaway, romantic getaway, families with teenagers, families with young children.

Except for the Poor Customer Service

Guest: Ajay (Atlanta, GA, USA)
Date of Stay: 05/28/10 Review Submitted: 06/24/10

Let me start by saying this place has a terrific view, a hot tub that is clean and has all its parts working. Three-floor plan is ideal for three families, probably not bad for even four. Cose to Gatlinburg and shopping areas, and away from the noise and bustle. Now, to the sad parts - the customer service. They promised a wireless connection but don't give you the password (which they could have along with the direction sheet and keys) We came during the after-hours and one of my friends wanted a connection to do some important work so we left the office a message. The Great Escapes lady (Mary) told me the next day that she got my message but didn't return the call since it was not an emergency. OK, we will accept that. Then, I told her about the broken toilet paper holder and the toilet that kept bubbling wildly when someone else was using it upstairs. But there was no action taken. This was a major inconvenience since the bubbling was quite irritating (and unhealthy) especially for someone sitting on the toilet seat at that time. After a wonderful vacation, what you want to savor are the memories. We were asked to clear out at 10am, which we did. We cleared all the utensils and put them in the dishwasher but - our mistake - forgot to turn it on. Then, we took some pictures in front of the house and on the deck to capture all the last moments, and drove off. At 10.50am, Mary called me and asked me rudely why we did not leave the house before 10.40am. I told her we did but were taking pictures outside the house. She said we had to be off the property and that the cleaning guy could not enter because we were lingering in their property. We didn't see any cleaning guy around, and all this for just 40 minutes? After spending so much time in a house, after enjoying the scenery and the quietness, what is the need to be so rude for a 40 minute delay? She charged me extra for that, which I would have readily given myself had she not been so unfriendly. The next time you come here please make sure you leave on time, she told me tersely. Would I come back again after this, I asked her. She said that is fine with her. I really pity the owners for hiring managers who lack PR skills. You want to be nice to a departing customer - all about the good word of mouth. And this customer and his friends certainly didn't feel that way on our way back home. Agreed, we made minor mistakes but does that call for rudeness? NO!! Not after showing so many flaws yourself. SAD!

Owner response:The guest in question called and left a message with the emergency on-call line at 11:30 pm at night about the wireless. The line in question is used mainly for those who are locked out of their cabins, have no heat or air conditioning, or are experiencing major electrical or water problems. There are many restaurants along the strip, open late, which provide wireless access. The guest was provided with a guest information book with the internet password and logon information inside. This book is on the kitchen counter, ready and available for guest use. Check-out time is 10:00 am, and we only enforce this policy because our cleaners run a tight schedule and our properties span the county. We would not want a new guest to arrive to a cabin which is not ready due to an unauthorized late checkout. The cleaner arrived at the cabin at 10:10 am and had to wait 30 minutes for the guest to completely vacate the property. This put this specific cleaner off schedule for the rest of the day and left another guest waiting for their cabin at arrival time. I never charged the guest for the late checkout; his credit card statement will not show any additional charges from us in regards to the late checkout. This guest also never informed me about the bubbling toilet, and had he informed me I would have had to tell him that this was a problem the city has received complaint about but has yet to do anything about. It also doesn't just affect this cabin but most of the cabins on that street. When I asked the guest if he wanted someone to come repair the broken toilet paper holder, he said that it was not a big deal to him, he just wanted to let me know about it.I am sincerely sorry this guest felt our customer service to be lacking, but I assure any future guest of Livin On The Edge, your customer service will definitely be something to write home about, in a very good way!

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Guest: Lisa287 (Bonita Springs, FL)
Date of Stay: 04/19/09 Review Submitted: 04/19/09

I cannot say enough about our trip to Tennessee. My daughter did not want to leave the house. It felt so homey. It was nice and cozy. You have a great view of the mountains. It is nice and clean, something I am sure most people are looking for. My daughter cannot wait till the next time we go back. It has left a memorable impression. We would without a doubt stay here again.

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