My family and I recently returned home from our vacation and cabin stay with Eden Crest (March 7-14, 2015) We were extremely amazed and "wowed" by the staff representing Edent Crest, so amazed that I am a person who has never wrote a review and I am actually skipping all over the internet to praise this company and give them some positive feedback I would like to reassure the staff in each department that their hard work is NOT going unnoticed or unappreciatedMy family agreed that we were satisfied to the full extent by our cabin choice, the rates for the cabin in which we happily paid, the cleanliness of our cabin, the beautiful decorations, the special touches (exmakeup towelettes, trial size items and detergents), the accessibility of our cabin that we were promised at time of booking, and most of all the communication and customer service was excellent between us and all staff that we encountered I had problems a few times just as they happen to everyoneThe heater was out so we used our given Eden Crest App and filed a maintenance requestIt was fixed the very next day (within hrs or less) and we were given two space heaters that heated our cabin before we returnedOur hot tub went out and we inquired a request again, this issue was fixed literally within an hr or twoWe respected the rules given (exdo not move furniture, leave dirty towels in down stairs bath tub, put dirty dishes in dishwasher, trash in designated outside bin) these were not unfair requests to abide byI completed each task our last morning there, washed all but two of our towels which I put in tub and left the clean ones folded on the kitchen table, and a load was drying as we departedI feel that I was very well taken care of and I wanted to leave the cabin the way I would leave my own home, neat and clean After our stay, we returned home and I realized I forgot a bag of important items in the cabinI contacted an Eden Crest representative on March 15, and within 12hrs or less on March 16, 2015, she located my items and gathered my home address and is shipping my belongings back to meThis is the most honest, caring, friendly, and accommodating experience my family has ever had and we have already brought the company new customers that will be staying there in the next few weeks My only requests are: Please, please, give your staff an applause for each providing the best customer service that my family has ever encounteredYour agents, office personnel at Wears Valley Rd Pigeon Forge, TN 37863, your maintenance staff, and that amazing soul who found and shipped my forgotten items back to me made my family's vacation absolutely perfect! We will always book our vacations in TN with Eden Crest from now on! Please feel free to post maintenance requests or anything on record about my stayThis is a real review from someone who had literally NOTHING to complain about because things could not have went any better!
A simple concept in basic customer service is to make the customer happy when the business under delivers on their products or services Eden Crest has no grasp of this concept My family and I rented Summer Breeze for a three night stay Upon arrival, out of of the TV's and the hot tub did not work We reported this to Eden Crest and they said they would get someone to look at it right away It took Eden Crest three days to replace TV's and they never did get the hot tub working Note that we were only staying for nights/days They claimed a lightning storm caused the damages I spoke with an Eden Crest representative about how inconvenienced and displeased we were by not having the cabin we paid for I was told they had no control of the weather and per their policy, amenities were not guaranteed I responded that we, the customer, also had no control of the weather and we, the customer, did not receive the cabin we paid for The first offer at customer service was two free passes to a choice of area attractions that we never planned on going to in the first place Their solution for making us happy was to make us spend more money in order to save a little Their final offer at customer service was a dollar gift card and 15% off our next visit to an Eden's Crest rental I laughed at this offer as if we would ever do business with them again They asked me what I thought was fair I replied a partial refund was absolutely fair I was not asking for a complete refund since we did use the cabin I was told by the customer rep that we could only get a partial refund if something in the cabin was detrimental to our health To which I replied, if the cabin would have been detrimental to my health, I would accept nothing less than a full refund I never heard from them again even though I was told they would take my request to their manager and get back to me soon Eden's Crest has no concept of what real customer service is Plain and simple, they under delivered on their product As a business they should eat some or all of the cost in order to please the customer They were completely unwilling to let go of any money once they took it from the customer I have rented many cabins in Pigeon Forge and Gatlinburg over the last years and never had to deal with a rental company with such poor customer service Take my advice and rent from any company other than Eden's Crest Other issues with the cabin: The air hockey table needs to be replaced, it works but not well The surface is scratched such that the puck does not slide as it should The cabin had three pool cues and not one had a felt tip making playing pool worthless The back door to the cabin was wide open when we arrived We thought someone was still cleaning, but they just left the door open and left The plumbing on the sink in the kitchen was loose which resulted in water on the kitchen floor I fixed that myself and reported it to Eden's Crest A wasp nest at the front entrance Maintenance did take care of this request in a timely manner One of the shower doors came off track after use and we couldn't get it to go back This was never fixed while we were there Excessive spider webs on the windows and porches when we arrived, which tells me that housekeeping did not clean off the porches Overall cleanliness of the cabin was poor Dead bugs along base boards and stained downstairs carpet I reported all the issues above to Eden's Crest
A simple concept in basic customer service is to make the customer happy when the business under delivers on their products or services. Eden Crest has no grasp of this concept. My family and I rented Summer Breeze for a three night stay. Upon arrival, 3 out of 5 of the TV's and the hot tub did not work. We reported this to Eden Crest and they said they would get someone to look at it right away. It took Eden Crest three days to replace 3 TV's and they never did get the hot tub working. Note that we were only staying for 3 nights/4 days. They claimed a lightning storm caused the damages.
I spoke with an Eden Crest representative about how inconvenienced and displeased we were by not having the cabin we paid for. I was told they had no control of the weather and per their policy, amenities were not guaranteed. I responded that we, the customer, also had no control of the weather and we, the customer, did not receive the cabin we paid for. The first offer at customer service was two free passes to a choice of area attractions that we never planned on going to in the first place. Their solution for making us happy was to make us spend more money in order to save a little. Their final offer at customer service was a 75 dollar gift card and 15% off our next visit to an Eden's Crest rental. I laughed at this offer as if we would ever do business with them again. They asked me what I thought was fair. I replied a partial refund was absolutely fair. I was not asking for a complete refund since we did use the cabin. I was told by the customer rep that we could only get a partial refund if something in the cabin was detrimental to our health. To which I replied, if the cabin would have been detrimental to my health, I would accept nothing less than a full refund. I never heard from them again even though I was told they would take my request to their manager and get back to me soon.
Eden's Crest has no concept of what real customer service is. Plain and simple, they under delivered on their product. As a business they should eat some or all of the cost in order to please the customer. They were completely unwilling to let go of any money once they took it from the customer.
I have rented many cabins in Pigeon Forge and Gatlinburg over the last 20 years and never had to deal with a rental company with such poor customer service. Take my advice and rent from any company other than Eden's Crest.
Other issues with the cabin:
The air hockey table needs to be replaced, it works but not well. The surface is scratched such that the puck does not slide as it should.
The cabin had three pool cues and not one had a felt tip making playing pool worthless.
The back door to the cabin was wide open when we arrived. We thought someone was still cleaning, but they just left the door open and left.
The plumbing on the sink in the kitchen was loose which resulted in water on the kitchen floor. I fixed that myself and reported it to Eden's Crest.
A wasp nest at the front entrance. Maintenance did take care of this request in a timely manner.
One of the shower doors came off track after use and we couldn't get it to go back. This was never fixed while we were there.
Excessive spider webs on the windows and porches when we arrived, which tells me that housekeeping did not clean off the porches. Overall cleanliness of the cabin was poor. Dead bugs along base boards and stained downstairs carpet.
I reported all the issues above to Eden's Crest.
We had a condo rented for November 30 thru Dec 3... because of the fires and evacuations we called to reschedule or receive a refund... we were told NO.... people are evacuating and they are saying we still have to drive 12 hours to maybe get in...
My family and I recently returned home from our vacation and cabin stay with Eden Crest (March 7-14, 2015) We were extremely amazed and "wowed" by the staff representing Edent Crest, so amazed that I am a person who has never wrote a review and I am actually skipping all over the internet to praise this company and give them some positive feedback.
I would like to reassure the staff in each department that their hard work is NOT going unnoticed or unappreciated. My family agreed that we were satisfied to the full extent by our cabin choice, the rates for the cabin in which we happily paid, the cleanliness of our cabin, the beautiful decorations, the special touches (ex. makeup towelettes, trial size items and detergents), the accessibility of our cabin that we were promised at time of booking, and most of all the communication and customer service was excellent between us and all staff that we encountered.
I had problems a few times just as they happen to everyone. The heater was out so we used our given Eden Crest App and filed a maintenance request. It was fixed the very next day (within 12 hrs or less) and we were given two space heaters that heated our cabin before we returned. Our hot tub went out and we inquired a request again, this issue was fixed literally within an hr or two. We respected the rules given (ex. do not move furniture, leave dirty towels in down stairs bath tub, put dirty dishes in dishwasher, trash in designated outside bin) these were not unfair requests to abide by. I completed each task our last morning there, washed all but two of our towels which I put in tub and left the clean ones folded on the kitchen table, and a load was drying as we departed. I feel that I was very well taken care of and I wanted to leave the cabin the way I would leave my own home, neat and clean.
After our stay, we returned home and I realized I forgot a bag of important items in the cabin. I contacted an Eden Crest representative on March 15, 2015 and within 12hrs or less on March 16, 2015, she located my items and gathered my home address and is shipping my belongings back to me. This is the most honest, caring, friendly, and accommodating experience my family has ever had and we have already brought the company new customers that will be staying there in the next few weeks.
My only requests are:
Please, please, give your staff an applause for each providing the best customer service that my family has ever encountered. Your agents, office personnel at 652 Wears Valley Rd Pigeon Forge, TN 37863, your maintenance staff, and that amazing soul who found and shipped my forgotten items back to me made my family's vacation absolutely perfect! We will always book our vacations in TN with Eden Crest from now on! Please feel free to post maintenance requests or anything on record about my stay. This is a real review from someone who had literally NOTHING to complain about because things could not have went any better!
My family and I recently returned home from our vacation and cabin stay with Eden Crest (March 7-14, 2015) We were extremely amazed and "wowed" by the staff representing Edent Crest, so amazed that I am a person who has never wrote a review and I am actually skipping all over the internet to praise this company and give them some positive feedback I would like to reassure the staff in each department that their hard work is NOT going unnoticed or unappreciatedMy family agreed that we were satisfied to the full extent by our cabin choice, the rates for the cabin in which we happily paid, the cleanliness of our cabin, the beautiful decorations, the special touches (exmakeup towelettes, trial size items and detergents), the accessibility of our cabin that we were promised at time of booking, and most of all the communication and customer service was excellent between us and all staff that we encountered I had problems a few times just as they happen to everyoneThe heater was out so we used our given Eden Crest App and filed a maintenance requestIt was fixed the very next day (within hrs or less) and we were given two space heaters that heated our cabin before we returnedOur hot tub went out and we inquired a request again, this issue was fixed literally within an hr or twoWe respected the rules given (exdo not move furniture, leave dirty towels in down stairs bath tub, put dirty dishes in dishwasher, trash in designated outside bin) these were not unfair requests to abide byI completed each task our last morning there, washed all but two of our towels which I put in tub and left the clean ones folded on the kitchen table, and a load was drying as we departedI feel that I was very well taken care of and I wanted to leave the cabin the way I would leave my own home, neat and clean After our stay, we returned home and I realized I forgot a bag of important items in the cabinI contacted an Eden Crest representative on March 15, and within 12hrs or less on March 16, 2015, she located my items and gathered my home address and is shipping my belongings back to meThis is the most honest, caring, friendly, and accommodating experience my family has ever had and we have already brought the company new customers that will be staying there in the next few weeks My only requests are: Please, please, give your staff an applause for each providing the best customer service that my family has ever encounteredYour agents, office personnel at Wears Valley Rd Pigeon Forge, TN 37863, your maintenance staff, and that amazing soul who found and shipped my forgotten items back to me made my family's vacation absolutely perfect! We will always book our vacations in TN with Eden Crest from now on! Please feel free to post maintenance requests or anything on record about my stayThis is a real review from someone who had literally NOTHING to complain about because things could not have went any better!
A simple concept in basic customer service is to make the customer happy when the business under delivers on their products or services Eden Crest has no grasp of this concept My family and I rented Summer Breeze for a three night stay Upon arrival, out of of the TV's and the hot tub did not work We reported this to Eden Crest and they said they would get someone to look at it right away It took Eden Crest three days to replace TV's and they never did get the hot tub working Note that we were only staying for nights/days They claimed a lightning storm caused the damages I spoke with an Eden Crest representative about how inconvenienced and displeased we were by not having the cabin we paid for I was told they had no control of the weather and per their policy, amenities were not guaranteed I responded that we, the customer, also had no control of the weather and we, the customer, did not receive the cabin we paid for The first offer at customer service was two free passes to a choice of area attractions that we never planned on going to in the first place Their solution for making us happy was to make us spend more money in order to save a little Their final offer at customer service was a dollar gift card and 15% off our next visit to an Eden's Crest rental I laughed at this offer as if we would ever do business with them again They asked me what I thought was fair I replied a partial refund was absolutely fair I was not asking for a complete refund since we did use the cabin I was told by the customer rep that we could only get a partial refund if something in the cabin was detrimental to our health To which I replied, if the cabin would have been detrimental to my health, I would accept nothing less than a full refund I never heard from them again even though I was told they would take my request to their manager and get back to me soon Eden's Crest has no concept of what real customer service is Plain and simple, they under delivered on their product As a business they should eat some or all of the cost in order to please the customer They were completely unwilling to let go of any money once they took it from the customer I have rented many cabins in Pigeon Forge and Gatlinburg over the last years and never had to deal with a rental company with such poor customer service Take my advice and rent from any company other than Eden's Crest Other issues with the cabin: The air hockey table needs to be replaced, it works but not well The surface is scratched such that the puck does not slide as it should The cabin had three pool cues and not one had a felt tip making playing pool worthless The back door to the cabin was wide open when we arrived We thought someone was still cleaning, but they just left the door open and left The plumbing on the sink in the kitchen was loose which resulted in water on the kitchen floor I fixed that myself and reported it to Eden's Crest A wasp nest at the front entrance Maintenance did take care of this request in a timely manner One of the shower doors came off track after use and we couldn't get it to go back This was never fixed while we were there Excessive spider webs on the windows and porches when we arrived, which tells me that housekeeping did not clean off the porches Overall cleanliness of the cabin was poor Dead bugs along base boards and stained downstairs carpet I reported all the issues above to Eden's Crest
A simple concept in basic customer service is to make the customer happy when the business under delivers on their products or services. Eden Crest has no grasp of this concept. My family and I rented Summer Breeze for a three night stay. Upon arrival, 3 out of 5 of the TV's and the hot tub did not work. We reported this to Eden Crest and they said they would get someone to look at it right away. It took Eden Crest three days to replace 3 TV's and they never did get the hot tub working. Note that we were only staying for 3 nights/4 days. They claimed a lightning storm caused the damages.
I spoke with an Eden Crest representative about how inconvenienced and displeased we were by not having the cabin we paid for. I was told they had no control of the weather and per their policy, amenities were not guaranteed. I responded that we, the customer, also had no control of the weather and we, the customer, did not receive the cabin we paid for. The first offer at customer service was two free passes to a choice of area attractions that we never planned on going to in the first place. Their solution for making us happy was to make us spend more money in order to save a little. Their final offer at customer service was a 75 dollar gift card and 15% off our next visit to an Eden's Crest rental. I laughed at this offer as if we would ever do business with them again. They asked me what I thought was fair. I replied a partial refund was absolutely fair. I was not asking for a complete refund since we did use the cabin. I was told by the customer rep that we could only get a partial refund if something in the cabin was detrimental to our health. To which I replied, if the cabin would have been detrimental to my health, I would accept nothing less than a full refund. I never heard from them again even though I was told they would take my request to their manager and get back to me soon.
Eden's Crest has no concept of what real customer service is. Plain and simple, they under delivered on their product. As a business they should eat some or all of the cost in order to please the customer. They were completely unwilling to let go of any money once they took it from the customer.
I have rented many cabins in Pigeon Forge and Gatlinburg over the last 20 years and never had to deal with a rental company with such poor customer service. Take my advice and rent from any company other than Eden's Crest.
Other issues with the cabin:
The air hockey table needs to be replaced, it works but not well. The surface is scratched such that the puck does not slide as it should.
The cabin had three pool cues and not one had a felt tip making playing pool worthless.
The back door to the cabin was wide open when we arrived. We thought someone was still cleaning, but they just left the door open and left.
The plumbing on the sink in the kitchen was loose which resulted in water on the kitchen floor. I fixed that myself and reported it to Eden's Crest.
A wasp nest at the front entrance. Maintenance did take care of this request in a timely manner.
One of the shower doors came off track after use and we couldn't get it to go back. This was never fixed while we were there.
Excessive spider webs on the windows and porches when we arrived, which tells me that housekeeping did not clean off the porches. Overall cleanliness of the cabin was poor. Dead bugs along base boards and stained downstairs carpet.
I reported all the issues above to Eden's Crest.
We had a condo rented for November 30 thru Dec 3... because of the fires and evacuations we called to reschedule or receive a refund... we were told NO.... people are evacuating and they are saying we still have to drive 12 hours to maybe get in...
My family and I recently returned home from our vacation and cabin stay with Eden Crest (March 7-14, 2015) We were extremely amazed and "wowed" by the staff representing Edent Crest, so amazed that I am a person who has never wrote a review and I am actually skipping all over the internet to praise this company and give them some positive feedback.
I would like to reassure the staff in each department that their hard work is NOT going unnoticed or unappreciated. My family agreed that we were satisfied to the full extent by our cabin choice, the rates for the cabin in which we happily paid, the cleanliness of our cabin, the beautiful decorations, the special touches (ex. makeup towelettes, trial size items and detergents), the accessibility of our cabin that we were promised at time of booking, and most of all the communication and customer service was excellent between us and all staff that we encountered.
I had problems a few times just as they happen to everyone. The heater was out so we used our given Eden Crest App and filed a maintenance request. It was fixed the very next day (within 12 hrs or less) and we were given two space heaters that heated our cabin before we returned. Our hot tub went out and we inquired a request again, this issue was fixed literally within an hr or two. We respected the rules given (ex. do not move furniture, leave dirty towels in down stairs bath tub, put dirty dishes in dishwasher, trash in designated outside bin) these were not unfair requests to abide by. I completed each task our last morning there, washed all but two of our towels which I put in tub and left the clean ones folded on the kitchen table, and a load was drying as we departed. I feel that I was very well taken care of and I wanted to leave the cabin the way I would leave my own home, neat and clean.
After our stay, we returned home and I realized I forgot a bag of important items in the cabin. I contacted an Eden Crest representative on March 15, 2015 and within 12hrs or less on March 16, 2015, she located my items and gathered my home address and is shipping my belongings back to me. This is the most honest, caring, friendly, and accommodating experience my family has ever had and we have already brought the company new customers that will be staying there in the next few weeks.
My only requests are:
Please, please, give your staff an applause for each providing the best customer service that my family has ever encountered. Your agents, office personnel at 652 Wears Valley Rd Pigeon Forge, TN 37863, your maintenance staff, and that amazing soul who found and shipped my forgotten items back to me made my family's vacation absolutely perfect! We will always book our vacations in TN with Eden Crest from now on! Please feel free to post maintenance requests or anything on record about my stay. This is a real review from someone who had literally NOTHING to complain about because things could not have went any better!