Hearthside Cabin Rentals — Local services in Pigeon Forge

We recently rented a cabin from Hearthside Cabin Rentals “Poolin Around” in Gatlinburg, TN for Thanksgiving week (Monday 11/25/2024 to Saturday 11/30/2024). When we arrived Monday at 4 pm we walked through the cabin and we were excited for the stay, it was a beautiful cabin, and it had a pool inside and a hot tub outside. My daughter and I left and went to the grocery store to get food for the week, when we arrived back at the cabin, my husband turned on the stove to start dinner and at that time we saw a roach crawling on the counter. I immediately contacted the office at Hearthside Cabin Rentals, they stated that they would send pest control out in the morning. When I got off the phone, we continued to cook dinner and then roaches started crawling up from behind the stove and over it so we had to keep removing the pot from the stove and killing roaches. I then called the office back again because seeing multiple roaches at this point did not make me happy. The person I spoke to was very nice and put me on hold to see what she could do. She came back and stated that unfortunately there was no way to send someone out after hours so it would have to be tomorrow morning. She also stated that unfortunately they did not have a cabin available to move us too.||Tuesday (11/26) Pest controlled arrived that morning, we explained to them what we saw, and we showed them the videos that we took as well as the pictures and the roach poop in the kitchen drawers that we also found. They stated that they would spray while we were gone. We also had them send housekeeping out after pest control since we found the roach poop in the kitchen drawers. While we were away that day at Dollywood, I did email the cabin rental office with the videos and pictures of all the roaches and the poop in the drawers so that they could see how bad it was. When we arrived back to the cabin that evening, we could tell that housekeeping had been there but when we opened the drawers you could see that they still did not remove all the roach poop. I then took pictures of that and emailed that back to the cabin rental office as well so that they could see that this was not fully cleaned. After I sent that photo we were walking into our bedroom and then saw a roach now climbing on the door frame of our bedroom door. We took a video of this as well and send that to the cabin rental office.||During the duration of the stay, we then also had another roach in the kitchen again this time behind the toaster, we again took a video and sent that to the cabin rental office.||We were very communicative during our stay so that the cabin rental company was fully aware of the issue and would try and rectify the situation. I heard nothing from anyone unless I called and when I reached out for the last time on Friday because now the microwave was broken, I was told that the general manager was made aware of the situation and sent the videos and pictures and that he would call me Monday (12/2/2024). ||I have still received no call, so I contacted the office today to find out when he was going to call me, and I was transferred to Iva the Manager on Duty. I had already spoken to Iva Tuesday during my stay when I asked to speak to a manager. She was also the manager that asked that I send her the videos and pictures so she could send them to her general manager. Today while speaking to Iva, she informed me that the general manager was going to call me today but was having surgery today so he could not reach out to me. She then told me that she spoke to the GM about our stay, and he stated that we would receive no type of refund or compensation because there was no neglect on their part. When I expressed that I felt that was not right and that there was no way they didn’t know of the roaches since there was roach poop in the kitchen drawers, she cut me off and she said when the pest company came out, they couldn’t find any roaches, so it is our word against there’s. Well, it is not because I took multiple videos and pictures as well as the other family members as well. I told her that was fine I was being very patient and did not post any review because I was trying to give them the opportunity to make this right but since there stance is not to do anything that I was going to post all over social media. Iva then said now I am done talking to you since you are threatening me, I said I have never threatened you I have been very patient, but this issue is not important at all to them since no one has contacted me about this.||I would rethink staying at any of their cabins as they do not care about their guests or their cabins. I have posted all of the pictures (it will not allow me to post the videos) so that you can all see what the cabin rental company was sent and they still felt like they did not need to...

We recently rented a cabin from Hearthside Cabin Rentals “Poolin Around” in Gatlinburg, TN for Thanksgiving week (Monday 11/25/2024 to Saturday 11/30/2024). When we arrived Monday at 4 pm we walked through the cabin and we were excited for the stay, it was a beautiful cabin, and it had a pool inside and a hot tub outside. My daughter and I left and went to the grocery store to get food for the week, when we arrived back at the cabin, my husband turned on the stove to start dinner and at that time we saw a roach crawling on the counter. I immediately contacted the office at Hearthside Cabin Rentals, they stated that they would send pest control out in the morning. When I got off the phone, we continued to cook dinner and then roaches started crawling up from behind the stove and over it so we had to keep removing the pot from the stove and killing roaches. I then called the office back again because seeing multiple roaches at this point did not make me happy. The person I spoke to was very nice and put me on hold to see what she could do. She came back and stated that unfortunately there was no way to send someone out after hours so it would have to be tomorrow morning. She also stated that unfortunately they did not have a cabin available to move us too.

Tuesday (11/26) Pest controlled arrived that morning, we explained to them what we saw, and we showed them the videos that we took as well as the pictures and the roach poop in the kitchen drawers that we also found. They stated that they would spray while we were gone. We also had them send housekeeping out after pest control since we found the roach poop in the kitchen drawers. While we were away that day at Dollywood, I did email the cabin rental office with the videos and pictures of all the roaches and the poop in the drawers so that they could see how bad it was. When we arrived back to the cabin that evening, we could tell that housekeeping had been there but when we opened the drawers you could see that they still did not remove all the roach poop. I then took pictures of that and emailed that back to the cabin rental office as well so that they could see that this was not fully cleaned. After I sent that photo we were walking into our bedroom and then saw a roach now climbing on the door frame of our bedroom door. We took a video of this as well and send that to the cabin rental office.

During the duration of the stay, we then also had another roach in the kitchen again this time behind the toaster, we again took a video and sent that to the cabin rental office.

We were very communicative during our stay so that the cabin rental company was fully aware of the issue and would try and rectify the situation. I heard nothing from anyone unless I called and when I reached out for the last time on Friday because now the microwave was broken, I was told that the general manager was made aware of the situation and sent the videos and pictures and that he would call me Monday (12/2/2024).

I have still received no call, so I contacted the office today to find out when he was going to call me, and I was transferred to Iva the Manager on Duty. I had already spoken to Iva Tuesday during my stay when I asked to speak to a manager. She was also the manager that asked that I send her the videos and pictures so she could send them to her general manager. Today while speaking to Iva, she informed me that the general manager was going to call me today but was having surgery today so he could not reach out to me. She then told me that she spoke to the GM about our stay, and he stated that we would receive no type of refund or compensation because there was no neglect on their part. When I expressed that I felt that was not right and that there was no way they didn’t know of the roaches since there was roach poop in the kitchen drawers, she cut me off and she said when the pest company came out, they couldn’t find any roaches, so it is our word against there’s. Well, it is not because I took multiple videos and pictures as well as the other family...

I recently stayed in King of the Mountain Cabin from Hearthside and was greatly disappointed. This was a work retreat that was centered around women in our industry and we had 28 attendees. It was a very costly endeavor and we had high expectations. Upon arriving at the house we found bugs in the ice machine. We had already made several drinks utilizing the ice before we realized it, so that was not a great first impression. We cleaned out all of the ice and sanitized the machine ourselves. The space was nice and the view was lovely, but we discovered bed bugs our second night in the cabin after one of our guests found bugs in her bed and another had bites all over her body from the night before. It was midnight, so we had to hurry to put people in futons, couches and other areas until we could contact Hearthside in the morning. We had a new mother who was pumping during this time as well and was in the room with the bed bugs. She was also bitten and then had to make a decision as to whether her milk was viable for her baby. One of the other members had a severe reaction and required medical care upon getting home. Once we contacted them, they had to send an exterminator to verify our claim, which he did, and instead of offering us all new accommodations, as most companies do, and as Hearthside has seemingly done in the past with other customers with this same complaint (also offering full refunds), they offered us a few rooms in the cabin next door, with the stipulation that we tell them each room we used to ensure they only had to spot clean. We had to purchase several items, on our own dime, to help everyone feel comfortable and safe traveling home. This included trash bags, Ziplock bags, medications, isopropyl alcohol and a number of other items. When covering 28 people, this is not cheap. We were instructed that putting our items in the sun in garbage bags would help to kill the bed bugs. Many of us did this, and one of our staff members ended up having to react quickly to a raccoon that was combing through her items at one point. Due to having to move all of our things to trash bags, all of my makeup, beauty, and hygiene products along with the items we distributed for the retreat were mistaken as trash by the company’s staff and were lost. I have had to personally pay over $400 to replace these items. We also had to chase down a gentleman collecting trash who took several of our items, mistaking them for garbage. At one point one of the members from Hearthside suggested that it was our fault in some way that we were being affected by the bed bugs. She said we should travel as if we should always expect bed bugs and act accordingly. This was an impossibility in this situation as there were not enough areas for us to place our luggage in the bunk bed rooms, especially not putting things in the bathtub as there were 6 women using this bathroom. I found this incredibly rude and obviously not helpful. Also, at one point during the stay, I personally saw live bed bugs crawling on the towels on the bathroom floor. While Hearthside says they have taken care of the space, and that they have “bent over backwards” for us, I disagree. When we left the exterminator shared that he was only going to be treating the bunk bed rooms, but we had all been in several areas of this house. Hearthside will undoubtedly respond to this message saying they did everything in their power to aid us and gave us a hefty refund. They have already responded to two other reviews of this trip in that fashion. Yes, they gave us approximately half of our money back, but this was not proportional to the cost that we are dealing with as a result. We were also embarrassed and are working to make sure this has not tarnished the reputation of our company or this important initiative that we are just starting. If you book through someone like VRBO or AirBnB call them first as they are supposed to take matters like these...