Alpine Mountain Chalets

We have LOVED our cabin and are sad to have to leave tomorrow! We stayed in the Lumber Jack Rack and it was immaculate! Very clean and stocked well. The only thing I will say is that we couldn’t get any of the TV’s to work besides the one in master bedroom. We didn’t mind though because we didn’t come to watch tv:) Great mountain view and the game room was a lot of fun for our kiddos!

Last year was the first time we stayed with Alpine Mountain Chalets. During our trip the cabin we booked (secluded shamrock) was well decorated, had a good vibe and our stay was nothing short of fantastic. Hoping to recreate that vacation we booked with them again. Long story short: the place was infested with insects in the home as well as bats in the roof. The hot tub does not properly function and had so much chlorine it stripped the green coloring out of my shorts (they are now pink), the jacuzzi was not only dirty but did not work either, the buttons were literally falling out of it. The home was covered in cobwebs and dust, washing machine had other people’s clothing in it. Every one of our dishes was dirty, not a smudge here and there, there was food residue on them. My wife scrubbed the home top to bottom the first day we were here to ease our discomfort. If you are looking to book here, do NOT choose to stay in the sugar shack. Extremely disappointing. I’ve provided photographs to show I did not make any of this up. It really was that bad.

The only problem we had with our stay was STINK BUGS! And no wifi. Well there was also the failure of the office staff to clean off the ice and snow from the hill leading to the cabins. Otherwise, AMAZING.

My wife made reservations Kathy over the phone, a woman later described as «old and forgetful», while Kathy seemed to be traveling and was obviously out of the office. We were also told later that she doesn’t live in Tennessee and had left out several details on our reservation, including my wife’s email. We were told that we were «All set. Call the day before to pay the remainder and get the address and code to the cabin.»
We were told that we were not only getting an amazing rate on the cabin due to the off season, but we were also getting a night for free! Kathy told us that both us and our dogs were scheduled to arrive the morning of November 10^th between 12 and 3, and our departure was to be November 15^th at 10am.
We didn’t hear another word from Alpine Mountain Chalets. Not another sound. Not an email, not a phone call, not a voicemail. We assumed that the verbal contract Kathy had given us, along with the $ 267.98 deposits we’d given, had insured our spot inside our honeymooners paradise.
The morning of the 9^th we began the 12 hour drive to Pigeon Forge TN, from our home in Florida. We began to reach out and find out where we were heading, so we tried to call the elusive Kathy back at the Alpine Mountain Chalets. We searched our emails for some kind of confirmation, but found none. It was only after an hour long google search that we found the number and another hour of calling before we got ahold of someone to talk to about our reservation. Kathy had neglected to inform us that there were documents to sign, or that we should be expecting an email. She’d not even put our emails or phone numbers on file so that someone else could remedy the situation! We laughed with the surly voice of Rhonda on the other end of the phone about how Kathy was getting a little older, and she’d been known to be extremely forgetful. To please excuse the error on their part. We were told that we were going to get an email with a digital signature, and that it was of vital importance that it be signed IMMEDIATELY and returned. My wife handled the email from the passenger seat while I drove trying to find enough data coverage to receive the email and to get the address to the cabin.
When we arrived we came into a half cleaned cabin with a broken hot tub. which took two days to fix.
The day of the 14^th we headed out to our scheduled hike for the day. We spent 6 hours hiking and on the way back to the cabin checked our bank account to find that we’d been charged and additional $ 109 by Alpine Mountain. We called to find out that the company had double booked and had come into our cabin and cleaned it out. We were informed that we were charged for the dogs (a fee that had already been administered… or so we thought) and that we were scheduled to leave on the morning of the 14^th. These people had not left a voice mail, a note, or a text. Had we gone back to the cabin before we called, we would’ve found our things gone along with our dogs. and no vacancy in our cabin.
When we arrived we were treated with complete disrespect. Rhonda was rude and went as far as to ask my wife if she could count, using her fingers as an example. When I approached her about the extremely rude way she was conducting herself towards my wife and I, she called 911, explaining that I was «escalating the situation», upon their arrival the not only disregarded her complaint but sympathized with our cause and encouraged us to file a formal complaint with the BBB. We eventually packed our belongings back into the back of our vehicle and headed back down south.
We stopped just outside of the small town to gather our thoughts and our belongings into some sort of recognizable pile. Parked in a gas station parking lot, we sorted through the things that had been hastily thrown into bags and boxes. Our clothing thrown together with food, our newly acquired keepsakes jammed into corners of luggage. Some things we threw away because of the butter being spread all over the place. We had to buy a cooler to put the inhabitants of our refrigerator in, even though a lot of it had to be thrown out.
As we went though the things that we’d been forced to cram into the back of our rental vehicle, we noted things that were missing and/​or broken. Made a list and saw not only the dollar amount that had been wasted on this trip, but also the amount of personal emotional loss that had happened here

We stayed at the cabin titled «Skinny Dippin.
Overall, it was a great cabin. The location was great, the cabin and hot tub were all clean. The stream behind the cabin was even nicer than anticipated. The bed was extremely comfortable.
The only problem we had was with the Wifi. When placing my reservation, I was told cabins with Wifi are always more expensive. I decided to go with the Wifi option anyway because we really wanted it.
However, after we arrived, we found the Wifi had a password. This shouldn’t be an issue, but after searching all emails/​information binders/​the modem itself, no password could be found. When I called the office, they didn’t even know there was a password.
They did try to help and called the actual owner of the cabin for more information, but that didn’t end up providing any resolution. They eventually just ignored my request. I will say I am a little peeved that I specifically paid extra for this amenity and did not receive it due to sheer ignorance of the property.
Not to end on a foul note, I will emphasize again that our overall stay was great. I would definitely recommend a cabin over any of the hotels in the area.

There are two parts to this review.
1. The service from Alpine Mountain has been near perfect. They are friendly and responsive. We had some problems with the property upon check in (see below). They were resolved quickly, but this property was admittedly not up to their standards (they just took it over as property managers) and probably shouldn’t have been rented.
2. The property is functionally fine. However there are many details that are overlooked that just kind of make a customer go, ehhh. For example, there were not coffee filters or salt and pepper shakers (we had to buy the most very basic necessities), the light bulbs on the vanity were all different, some of the blinds are broken, one of the TV’s is cracked (but still functional).
We went into the hot tub the first night (it was already dark out). The hot tub is supposed to be emptied and cleaned after each stay. Clearly it wasn’t because there was a Bud Light bottle cap in the tub. Though it was gross, I have to say, the people that came out, emptied and SCRUBBED the tub clean. They also noticed other minor things that needed taken care of and addressed those. They acknowledged that the property needs work to be up to their standards. They also had someone come out to blow the leaves. My husband sort of expected a call from the property manager and we still might get one.
I understand that they just took over the property, and it certainly was priced fairly, but for probably less than the cost of a 2 night stay, they could have this property looking much, much better.