Our ladies hiking group rented this property for a 4 day getaway. The property is great. Nice quiet condo on the golf course & nice furnishings. The property managers had terrible communication and inaqequate prep for our trip. They did advertise or divulge that there was an extra cost for amenities at the resort. We were led to believe they were included. They provided 4 towels, 2 rolls of toilet paper, and 2 trash bags for our stay. Then acted put out that we asked for extras. They said housekeeping would bring them the next day. I explained that 4 towels for 7 ladies bathing wouldn't work and they made us wait until someone could get to the office and get them (over an hour). Tried to say they sent an email and we had to order extra items. I never received an email! Promised to have the guest passes made for getting into amenities prior to our trip as I provided them all the names 3 days prior to arrival. Failed to do so and when asked for the passes wanted us to "wait until someone can do it". Made excuses and had no consideration of our time. We experienced several maintenance issues while there - breaker tripped, dish washer wouldn't work properly, electrical outlet in bedroom would not work, etc. Upon checkout the ladies were not apologetic at all. Never offered a discount for our inconveniences. Just turned it around and said we should have ordered extras.
You have a beautiful property but the management of the property was terrible.
I'm not sure if we would recommend it or return based on such poor customer service.
Your goal should be to make guests comfortable & welcome. Not to blame them, give excuses, etc.
We are very sorry that you were unhappy with your stay, and thank you for advising us of the maintenance issues that need to be addressed. However, we would like to respond to a couple of your other concerns. Our email communications state that the resort amenities are pay per use, and that our units are stocked with "starter supplies" only, and that guests are responsible for additional supplies needed. We were happy to supply additional washcloths and towels, and based on our phone conversation, and you telling us that you would be driving by and didn't mind stopping to pick them up, we assumed you were fine with this arrangement. The guest card issue was definitely an oversight on our part, and we do apologize for that inconvenience.
There is a security light in front of each condo. If your in the front bedroom, the light shines in very bright at night. You need to put something up over the two windows to darken the room.
Fairfield Glade Rentals, LLC is a professional property management company located in the heart of the Cumberland Plateau at Fairfield Glade Resort. We provide one bedroom to four-bedroom rentals, lake view and lake view. We have something for everyone, whether you are looking for a quick romantic getaway, vacation with the family or a golf trip with the guys. Cleanliness and customer service are at the top of our list, book today and leave the details to us. Why Fairfield Glade Rentals Fairfield Glade Rentals, LLC, formerly, Frances Anne Gwin Realty, LLC, same great location, same friendly faces managing properties and providing memorable vacations for over 30 years. Our maintenance team is on call 24/7, and our friendly staff will help you to have a wonderful trip!