Eden Crest Vacation Rentals, Inc. — Hotel in Pigeon Forge

BUYER RENTER ANYONE BEWARE! CATFISH CENTRAL BAIT AND SWITCH! From day one, they didn't have it right. Showed up on Friday 8/9/24. 3 hrs before arrival had someone call to say that the original room was not supposed to be booked due to an AC issue. They moved us to another unit, which was supposed to be the same accommodations. Only to show up to a place that was sitting at 77 degrees because ac in this unit was not as efficient as they thought. The only person I would give a 10star review to is the poor maintenance guy who had inherited this poor excuse for a condo. So smoke detector was outdated which not one of those people to complain about things but when you spend $1500 and show up on a Friday so you can meet up with your team and enjoy the early arrival and tv on living room is not working correctly, smoke detector chirping every 3min and 77 degrees in your room could be the reason! Then on top of it when you walk in and it's like a sauna, tv not working, smoke detector at the peak of the living room is chirping and then they sold you on a washer and dryer in room but wait then you walk in try only to discover that it's not just your washer and dryer you open a door to find that it leads into your neighbors room and they have their draws and towels on the floor and in the dryer, when nowhere on the site says shared laundry. Then the room you are supposed to have has this nice mountain view in your hot tub. turns into a view of a parking lot on the front deck area like a Motel 6. Now, after it took till 930pm to get somewhat taken care of, it doesn't drop to 70 degrees until 130 am from showing up at 530pm. 1st Night wasted! Next morning, they give you the run around and say they can't promise, but they will get back to you?!... Come sat Sunday Monday Tuesday no response. Hallway carpet is now soaking wet from the ac malfunction. I can only guess because they never had followed up on maintenance request. Again, it's not maintenance guys' fault, only the office to blame. By time on Wednesday I had been tired of waiting on response or follow up by the eden crest office not third party mess up my hallway carpet is soaked the entire place has been stinking to high heavens like mold mildew causing headaches and blood pressure to be through the roof. Called back on Wednesday morning 8/14/24 to ask why and they continue to stick to the whole ohh the complaint request was filled and they usually get back to you well after you leave and your money was stolen! Then, I requested a maintenance follow-up and..... wouldn't you know it nobody showed up to address the issue with wet mildew molded smelly wet hallway carpets. I'm stuck here until Saturday 8/17/24 and basically told bend over and take it. No show, no response. Nobody cares. DONT FALL FOR THE ADDS ON THEIR SITE OR ANY 3RD PARTY SITE. THE WORST EXPERIENCE OF MY LIFE AND UNFORTUNATELY MY FAMILY OF 6 HAD TO SUFFER TOO!

I don't accept apologies. Your appoliges do not pay the bills or change the horrible experience, and there is absolutely no factual inaccuracy. Only inaccuracy was I written that original review the night before when i was waiting for someone to come re-address the issue which in fact NO THEY didnt show until the following afternoon as I waited all night for someone to show. Nothing was done until I had complained multiple times. Not one follow-up to my formal complaint from the office as they said they would. I still have not even received any call in regards to my complaint to this point today, 8/26/24. I had to edit my review to clarify the owners response, and everything I said was 100% true. After your maintenance guy came to try to help to the best of his abilities, the issues pretty much stayed the same, and not one person from the office had tried to accommodate us in any way. Anybody that wants to fact check the "owners" response can easily read other reviews with similar horror stories as well can refer to the better business bureau website to see that this place is in fact everything I have stated...

We stayed at His Amazing Grace through Eden Crest this past mid-October for our honeymoon. What should have been an epic chalet experience resulted in an epic disappointment. While the space is undeniably beautiful, the management team handled an issue that arose with the property with a total lack of regard of our experience. To say we are disappointed is an understatement. I spent months searching for the perfect chalet. We booked a year in advance and dreamed about relaxing and not leaving the chalet the whole time and being in the hot tub. The hot tub, an important part of the chalet experience, was a key factor in our honeymoon. My wife and I are both in stressful leadership roles within the helping profession and couldn’t wait to decompress from work and all the wedding prep. In addition, my wife has chronic pain from getting run over by a car in 2019 and was looking forward to soaking in the hot tub.

We checked in that Monday night and were blown away and immediately used the hot tub! As the night went on, the temperature of the hot tub kept getting cooler on its own. The following Tuesday morning, the temp was below body temperature at 92 degrees. I called Eden Crest and they apologized but said there are situations out of their control, and that it might be because it was so cold outside (was only 39 degrees). My wife, who grew up going to chalets in TN, she said the system must be broken because she has been using hot tubs during colder weather with snow on the ground. We were really bummed to say the least.

On Wednesday, I submit a work order and was told they would prioritize getting someone out there but gave no time frame. We were not required to be there and were not comfortable with a stranger coming over due to past negative experiences elsewhere. And having to wait around for someone (with no time frame) really disturbs your honeymoon experience. Against our plans, we just left to do touristy things. We weren’t messaged until 5pm the issue was with the system and the vendor needed to come out. My wife was in a lot of pain at this point.

On Thursday, we left again for the repair to be done. At 4:30pm we got a text that the vendor was not working that day and would come tomorrow (the last day of our trip). Knowing we only had 2 more days, Eden Crest should have called the vendor first thing in the morning so we could go back to the chalet earlier. On our last day, we got a text at 5pm that the vendor was either at the chalet or about to get there.

We are reasonable people and understand things happen. All we asked Eden Crest was that they make things right and be compensated with one extra day to finally unwind before we went back home (or at another chalet or at another time). I was told it’s was ultimately up to the owner of “His Amazing Grace” regarding compensation. Not a single person followed up with me until days later when we were back home.

The owner only agreed to refund us $150 in total. It was clear there was no interest in making things right. I told the manager the $150 was unacceptable and did not accept the offer. We invested over $2,500 for just a 5-night stay for a chalet that we barely got to spend time in. The broken hot tub interfered with our primary motive in renting the property due to undue delay by management to fix the issue.

My wife and I are furious by their very minimal efforts to provide Grace for our experience at His Amazing Grace (ironic huh?). We were being placated the entire time. We understand the challenges of being a manager and know that things happen. However, they placed the burden on us and we have no expectations for acceptable follow through. This was our honeymoon and not just a vacation. When we reflect on our experience with Eden Crest, it is with a feeling of frustration and disappointment. Bottom line, we cannot get that time back. We were treated with poor business ethics and feel constrained to leave a...

Update: In response to the “brand new chalet in Gatlinburg” that we were offered, it was not pet friendly and there were no exceptions, according to your clerk, and we were very understanding about that. The clerk offered the only pet-friendly rental available. We understand the meaning of “rustic” but this place was not rustic, it was run down. You even removed the listing from your website. Management and owners are the ones playing games.

We had a bad experience with another cabin rental agency and were looking for a last minute rental. We checked with several agencies, though they had no vacancies. We went to the Eden Crest rental office and the front desk clerk informed us they had only one pet-friendly unit remaining, a property called Heaven on Earth. It was not a cabin, but we needed to find something soon because it was late in the afternoon. We asked the clerk if the home was in a nice area and he said it was a nice area with nice homes, and he had a family member that lived near there. While we were driving to the home and got closer to the location the roads were overgrown with grass and weeds, and properties were in disrepair. When we arrived at Heaven on Earth, the driveway was not well marked - there was a very small sign with an arrow on it that was close to the ground, but we could not read it because the words were so small. We drove up the driveway and at the top there was a house and barn, with a couple of vehicles that were not in very good shape. We thought we were at the wrong place so we backed down the winding driveway, checked the other house numbers and realized we were at the correct location. We drove back up the driveway and then we saw the small Eden Crest sign located to the left in front of the barn. There was an arrow pointing to the trees past the barn. We could see a path that curved down a small hill, so we started down the path. We saw a broken down van and some other junk beside a tree with an arrow pointing up the narrow driveway. At one point the driveway was so steep, I thought our truck was going to flip backward. We made it to the top and the property was awful. The wood deck on the house was faded and had what appeared to be wood rot or black mold. There was overgrown grass and weeds around the house. The only view was of the trees, grass and weeds that surrounded the house. We could see that the door had a Ring Doorbell on it, which we thought was inappropriate for a vacation rental. Isn't that an invasion of privacy? We did not enter the house and we left the property. I called to notify Eden Crest staff why we were not going to stay at this house, but my call was after hours and I reached the answering service. The person I spoke with was very kind and informed me to contact the office at 9:00 a.m. the next day. We were lucky to find a place to stay that evening with a different agency. We went to the Eden Crest office the next day and told the clerk why we didn't stay at Heaven on Earth. She apologized for the inconvenience, had us fill out a complaint form and said a manager would contact us later. I received a call from Dusty (manager), who asked me if I called the office to report the problem, so I told him I spoke with the answering service, and he said he would have to consult with the owners to find out about a refund. Later that day, Dusty (manager) called again and informed me that the owner would not allow a refund. I later tried to access my reservation to collect documentation, but my access code was declined as invalid, although since I was not provided with a refund the reservation should have still been valid. I later noticed that Heaven on Earth had been removed from their rental list. Eden Crest is not a good place for...