We checked in to Southern Comfort yesterday. You can see dust on the wooded furniture, the patio door glass and the bedroom window has stuff smeared all over it, several dirty dishes in the drawers, the fold out couch cover had dirty red stuff on it, a dirty cloth in the washer, and when the washer is on spin it clangs and sounds like it's going to fall apart. My husband spoke with Misty a few minutes ago. All the inside doors have LATCH locks that do not line up easy, if at all so the door stays open. Other people are staying with us so the LATCH doors are not practical. She said she would tell the cabin owner and thats as far as it got. We will make sure to never stay at Heartland Cabins again.
DO NOT STAY HERE! Our stay in the southern comfort was awful. First the directions to the cabin are very hard to understand, don’t bother calling the rental company they are very rude on the phone. We finally got to the cabin and the other couple we were staying with she noticed the dryer was not working so we called to let them know so we did not get blamed for it the lady on the phone asked her if needed someone to come out she said no we weren’t going to be using it. We received a phone call about noon on Saturday saying their mainantence company went out there and nothing was wrong with the dryer we were a little shocked because we DID NOT know anyone was coming to the cabin. We didn’t really think anything else about it well we got back to the cabin about 4 that afternoon. We were all about to get into the hotub and I had brought a bose speaker with me on the trip I went to get my speaker that I left on the dinner room table and it MISSING...we searched everywhere! Speaker nowhere to be found we called the rental company spoke with Ashley about the situation she did not seem concerned all that was said was “no the maintenance company did not take your speaker they were family owned and have worked with us for 21 years”. I tried to keep my cool because 1: we searched everywhere I remember putting it on the dining room table and 2: the only other people that were in the cabin were the maintance people (so we know). I had asked Ashley for the company name she would not give me the information and I had asked her why they had cake to our cabin without us knowing she told me that maintence can come whenever they want nobody has to be at the cabin for them to come which is against the law. Ashley told me she would contact the maintnece company and could not give me a round about time/day I would hear back from her and told me if I wanted I could file a police report so that’s exactly what I did!! POLICE came to our cabin I had shown him my charger that went to the speaker and where I saw it last. He told me investigators would be contacting them. The whole situation just RUINED my weekend! Please whatever you do go through a different rental company!!!
When we arrived we were told that our reserved cabin was no longer available. There had been storms the night before we got into town and the power had been knocked out. We were given two choices on what to stay in instead. There was no discussion of compensation or even a larger array of options to alleviate the disappointment, but we received a cabin nonetheless.
The cabin we ended up getting (from the two we could have) was far away from most of the things we'd wanted to do, but we made do.
They do require that everything be paid in full two weeks prior to arrival which was different than our prior experiences but was fine.
Reserved a cabin for our honeymoon. 10 days before we were to arrive, Heartland cancelled our reservations. No effort was made to make other accommodations beyond offering us another cabin that wasn't nearly as nice. I was told "we aren't even required to give you a refund" which is when I stopped arguing with them about the contract and decided to wait for my money to be refunded. I would be very very careful with this company, they put some major stress on us immediately before the biggest event of our lives and in my opinion, didn't make an attempt to make it right.
Again, Heartland made no offer to compensate us for the trouble even though the lock had died because they did not check the batteries after they had brought the cabin under their management per their agent.
I shared this review with Heartland prior to posting to any public website, and they sent me a hasty reply about how they're sorry to hear that I won't be coming back but that they don't offer any type of refund or compensation and that, while we were locked out of our cabin for one night, that we had several nights we weren't locked out. It would appear that a functioning entryway into your rental property is not something that should be assumed when visiting a Heartland rental property and that a 75% success rate for you getting inside should be considered a successful trip.
I understand that things happen, but to have several things happen with little to no regard for your customer's satisfaction or time and absolutely no effort made to set things right financially means I cannot recommend this rental outfit. The cabin was beautiful, and while my wife and I will be returning to Gatlinburg, we will not be visiting a Heartland property again
The agents are polite, but you'll unfortunately be talking to them a lot. I've been to Gatlinburg several times over the past few years. It's one of my wife and my favorite spots to get away for a while. This was our first experience with Heartland Rentals and things seemed pretty easy prior to our arrival.
On the final night of our stay, the electronic code they provided did not work. We called the office, and it turns out the batteries in the lock had died and that resulted in us being locked out of our cabin. Heartland did call a locksmith, who arrived to get us inside within an hour. Unfortunately, they also instructed the locksmith to cut a new key for the lock. While I understand this is something that needs to be done, it was a shame that this had to be done on our vacation time when we'd already lost more than an hour of our final night just trying to enter our cabin.
We stayed at the Country Hide Away the weekend of March 24, 2017. The cabin is lovely and clean. The location is in a strange place the directions provided were wrong and according to the neighbors no one can find the cabin they try to assist. The hottub was nasty had not been cleared in a while. We call the office and they said they would send someone over well they did not show up until 6pm on Saturday and since we were checking out the next morning there was not enough time to drain clean and refill the hot tub and heat it up. We were very disappointed we were so looking forward to relaxing in the hot tub. The cabin rental did not seem to care we have not heard anything back from them.
Heartland Cabin Rentals is a US Travel Agency based in Gatlinburg, North Carolina. Heartland Cabin Rentals is located at 745 Powdermill Rd, Gatlinburg, TN 37738, USA.
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