![]() ![]() ![]() A repairman did come in the morning, however the leak wasn't fixed and by the afternoon, the bed was soaked yet again. We contacted the guest services desk on the morning of 12/24/21 to notify them of the leak and wet bed. The bed is up against the wall, so if you stay here I would advise pulling the bed out, otherwise the bed will get soaked.We couldn't use our bed the first night and had to sleep on the basement floor. The biggest issue is that the main level bathroom leaks and comes through the floor onto the basement bedroom. The cabin needs some updated decor and features. Looked like things hadn't been touched in a while. The basement shower was gross and many surfaces had dust. Both Christmas trees were barely lit we paid for a nice holiday experience, at the very least, the Christmas trees should have working lights. We had to prop something against the door when we used it. If you have outdoor allergies, avoid this area altogether! The basement bathroom door doesn't latch and will not lock. The back deck patio is filled with fake plastic plants and there is dust and pollen everywhere. Not something you want to see in a place you prepare and eat food. ![]() The kitchen has a "rustic shabby chic" feel, the granite countertops are beautiful, but the cabinets are greasy and dirty the kitchen rug is a cloth rug and very stained and filthy. However, there are some things that need to be addressed in this cabin. The cabin has a nice layout and even a pool, which is nice for a summer stay. We recently rented cabin 4168, "Mountain Breeze" for our 2021 Christmas in the Smokies with family. The Hidden Mountain family wishes you a Happy New Year & looks forward to earning your business again soon! We are one of only two resorts in the area providing these services at no extra cost to the guest." We sincerely apologize this cabin was not satisfactory during your time with us, and it is unfortunate we could not be a part of the solution. We cannot refund money due to issues that we have corrected, are beyond our control, or we do not know about until after your stay. If we don’t know about it, we can’t correct it. If you see a maintenance, housekeeping, or pest control issue, please notify the front desk immediately at 86.We will do our best to resolve any issues as quickly as possible. We do have onsite maintenance services and on-call maintenance and pest control for after-hours emergencies. It will be picked up during the hours of 9 am – 5 pm. You can also request trash pick-up at the front desk. While we don’t furnish daily housekeeping during your stay, you may bring dirty towels to the front desk to switch out for clean towels. Our check-in packets include standard policies and procedures for each arrival, and our policy regarding housekeeping or maintenance concerns is very clear: "Do you provide housekeeping, maintenance, and pest control services? Each cabin is cleaned and inspected prior to your arrival. Being a long-standing customer with us, you know our Resort offers unmatched on-site services for any and all concerns as they arise. ![]() Furthermore, we regret you did not share these concerns with us during your stay and have instead chosen to disseminate your feedback and collected images through social media and other avenues without providing us the reasonable service time to assist you. Our family and Hidden Mountain staff appreciate your long history with us, and we regret you have had this experience. We value your response and will appropriately address these concerns with our staff. Nancy, Thank you for your time in writing this letter and compiling your feedback regarding your recent stay with us. ![]()
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