Suite Serenity of Gatlinburg*indoor & outdoor pool

Thanks for the review! The listing details everything that is included with your stay including what kinds and how much coffee. Also, if you would have asked, I would have happily supplied you with more. Thanks! Nick.

I am sorry Michael felt this way. As I am sure we are all aware during the week of Christmas 2022, the entire nation was hit with a beyond record breaking cold front. This condo is in the mountains of Gatlinburg and the temperature dropped to -5 with wind chills reaching -40. These condos have a small heat pump which operates just fine under normal circumstances, -40 is a different issue. The condo does have a fireplace to help combat this. The very first night I apologized that the previous guest turned off the unit allowing the internal temp to drop below a maintainable temp for that heat pump, I immediately offered a full refund with the option to stay the first night for free and locate another lodging option on day 2, the guests refused, I stayed up until 3am attempting to locate an after hours HVAC tech, there were none available as thousands were in the same situation as us. First thing the following morning I touched base with the guest, again to offer a full refund and to inform them that an HVAC tech was in route to look at the unit. Upon inspection, it was determined the unit was in proper working order and there was nothing to be done to the unit. Once more I offered a full refund to leave and the guests refused... they wanted a full refund and to stay in the condo which I simply couldn't allow. I also contacted my cleaning crew to attempt to locate a couple of space heaters, they drove all around town looking and everyone was out of stock again as thousands were affected by this storm. After being harassed for two days I discounted their entire rest of the nightly rate by 50% on top of the first night free. I genially attempted to do everything I could for these guests and they weren't having any of it. It came across as them fishing for a free stay. Unfortunately you sometimes have excellent guests who understand that the host can't control the weather and then other times you have examples such as these. As hosts we can do everything in our power to assist and offer the world, but that isn't good enough for some.

Unfortunately VRBO's calendar integration system failed and allowed a double booking. This was not a fault of ours. I contacted VRBO to explain the issue in which they agreed was their fault. They cancelled the reservation as it was a fault of the system. I am very sorry it happened this way.