Elk Springs Resort — Attraction in Gatlinburg

I stayed at in the Southern Charm Cabin/House located in Cosby, TN rented through Elk Springs Resorts. The home was beautiful and spacious just as the pictures offered, however, it was minor issues. I made no big deal about these little maintenance issues considering the company texted on the day of our arrival and advised me that the pool lights wasn't working and that they would not be remedying the issue for our stay. I just took that as the company basically didn't want people swimming at night and therefore was blatantly refusing to repair the lights. Crazy considering I paid $4K to rent this cabin for my birthday. Overall we have a great time even though we couldn't utilize the theater because the equipment sucks, all the machines didn't function in the game room only about 4 of them out of 7 along with other minor issues. As i stated i didn't feel the issues was large enough to report considering the rental agreement states this company doesn't care about the minor details and or inconsistencies with the properties description. I booked this cabin for 4 days. On 4/28/2025 we checked out at approximately 8:46am. The check out was smooth considering we cleaned up and packed u the sprinter the nigh before meaning all we had to do was wake up do our last showers and pull the linen before we hit the road. We washed dishes, put them back in their respected spaces, swept, mopped the floors, vacuumed downstairs in the game room, covered games back up, turned the games back off, washed the pool towels, swept down the porches and outside, cleaned out the fire pit, covered the hot tub and any other things we felt necessary to check out without incident. I rent a cabin every year so I'm familiar with the process. On 4/30/2025, I received a notification from my bank that I was charged from Elk Springs in the amount of $500. Immediately checked my email searching fr the receipt and explanation for the charges, none were their and so I reached out via phone. I spoke with Samantha who told me she can see the charge but no reasons why, she then placed me on a 7 minute hold and I WAITED!!!!! When Samantha came back to the phone she advised me that management stated they was still working on my account and they would email me later. I then asked her, if management is "working" on my account, how and why have they already debited my card for $500 without a receipt and/or and explanation she then stated she can see a few pictures and they are: 1. ripped plastic shower curtains. 2. damaged outlets 3. ripped sheets 4. ripped theater seats.I told Samantha that 3 of the shower curtains was ripped upon arrival and according to the agreement they wouldn't be responsible for things like this. I then asked her how do you damage outlets? As far as the sheets I told her that was totally bogus because I personally went through the house and removed the bed linen and lastly I told her that that theater set was already ripped behind the headrest on the set of seats on the floor and actually was masked with black tapes and so I was adamant that we had not damaged the theater seat at all. The chair was already like that, I mean where did we get the tape to attempt to repair the chair not to mention the repair was sloppy because the couch was brown and the tape was black and thin and did not begin to cover the rip. I mean the cotton was coming out of the couch. She replied: " I understand but just give them about and hour and you should receive a email with the receipt and pictures". It's now May 20, 2025 still no emailed photos or receipts. I made a complaint to the BBB and well as the consumer affairs with TN. They responded to the BBB complaint and stated this is a million dollar home that i rented and even though I signed and paid the damage waiver, the waiver doesn't cover the theater chair and...

I stayed at in the Southern Charm Cabin/House located in Cosby, TN rented through Elk Springs Resorts. The home was beautiful and spacious just as the pictures offered, however, it was minor issues. I made no big deal about these little maintenance issues considering the company texted on the day of our arrival and advised me that the pool lights wasn't working and that they would not be remedying the issue for our stay. I just took that as the company basically didn't want people swimming at night and therefore was blatantly refusing to repair the lights. Crazy considering I paid $4K to rent this cabin for my birthday. Overall we have a great time even though we couldn't utilize the theater because the equipment sucks, all the machines didn't function in the game room only about 4 of them out of 7 along with other minor issues. As i stated i didn't feel the issues was large enough to report considering the rental agreement states this company doesn't care about the minor details and or inconsistencies with the properties description. I booked this cabin for 4 days. On 4/28/2025 we checked out at approximately 8:46am. The check out was smooth considering we cleaned up and packed u the sprinter the nigh before meaning all we had to do was wake up do our last showers and pull the linen before we hit the road. We washed dishes, put them back in their respected spaces, swept, mopped the floors, vacuumed downstairs in the game room, covered games back up, turned the games back off, washed the pool towels, swept down the porches and outside, cleaned out the fire pit, covered the hot tub and any other things we felt necessary to check out without incident. I rent a cabin every year so I'm familiar with the process. On 4/30/2025, I received a notification from my bank that I was charged from Elk Springs in the amount of $500. Immediately checked my email searching fr the receipt and explanation for the charges, none were their and so I reached out via phone. I spoke with Samantha who told me she can see the charge but no reasons why, she then placed me on a 7 minute hold and I WAITED!!!!! When Samantha came back to the phone she advised me that management stated they was still working on my account and they would email me later. I then asked her, if management is "working" on my account, how and why have they already debited my card for $500 without a receipt and/or and explanation she then stated she can see a few pictures and they are: 1. ripped plastic shower curtains. 2. damaged outlets 3. ripped sheets 4. ripped theater seats.I told Samantha that 3 of the shower curtains was ripped upon arrival and according to the agreement they wouldn't be responsible for things like this. I then asked her how do you damage outlets? As far as the sheets I told her that was totally bogus because I personally went through the house and removed the bed linen and lastly I told her that that theater set was already ripped behind the headrest on the set of seats on the floor and actually was masked with black tapes and so I was adamant that we had not damaged the theater seat at all. The chair was already like that, I mean where did we get the tape to attempt to repair the chair not to mention the repair was sloppy because the couch was brown and the tape was black and thin and did not begin to cover the rip. I mean the cotton was coming out of the couch. She replied: " I understand but just give them about and hour and you should receive a email with the receipt and pictures". It's now May 20, 2025 still no emailed photos or receipts. I made a complaint to the BBB and well as the consumer affairs with TN. They responded to the BBB complaint and stated this is a million dollar home that i rented and even though I signed and paid the damage waiver, the waiver doesn't cover the theater chair and...

While our cabin was excellent, the service we received from Elk Springs leaves a lot to be desired. We had a more "elite" cabin (two master suites, no kids, no more than 4 people), that in the description talked about the fireplace, etc. Upon arrival there was no firewood. We were expecting a strong winter storm, so this was something we definitely wanted. When we contacted Elk Springs, I'm not sure if the lady who answered was having a bad day or simply lazy, but she dismissed us stating that our cabin does not come with that supply. We were making arrangements to get wood the next day, when Elk Springs made a call to us checking on the accommodations. When we mention the firewood to this lady, she was shocked stating that our cabin most certainly should have firewood and wanted to know who we originally spoke with. She did have wood delivered.

The second issue we had came when we were leaving. Everything was still iced over. There was an "old" quilt type blanket out on one of the decks that we had to put at the foot of the porch for us to even be able to walk out to our vehicles. My husband is an amputee and there is absolutely no way we were going to get him out to the car without it. Upon leaving the blanket had frozen to the ground. Instead of us risking tearing/damaging it, we left it and when I called to inform them that we checked out, I stated that we had left it there and why. Apparently housekeeping must have "yanked" it up because according to Elk Springs, it was torn. Honestly, I could careless about the $100 they charged our card for it. It was how they went about it! I received a short email, no signature, no name, no "if you have any questions call us", nothing! The $100 was absolutely cheaper than a trip to the hospital with a broken bone, which we risked having while navigating the 6 x 6 area of ice! Number one, this blanket didn't come off a bed...it wasn't in a closet...it was literally thrown out on one of the balconies. It was old, it was worn and was probably left out to be thrown away prior to our arrival. I called Elk Springs and voiced my concerns. The lady (likely the same one who was too lazy to handle the firewood situation!) stated that I was being rude and threatening (I told her that I would blast them on a google/trip advisor review). She apparently didn't like that and hung up on me. I emailed them and asked for someone in management to contact me and it's been two days and nothing!

This trip was our second booked through Elk Springs. The first time we had a FILTHY cabin and when I put that on trip advisor and google, Elk Springs had no problem asking me to remove it and telling me that they would give me a discount if I did. So I did and we used the discount for this trip. Never again! This review stays and they can keep...