Customer ReviewsforEden Crest Vacation Rentals, Inc.

We booked Smokies View for December 26th -30th, 2023 and paid almost $4,000 for the stay. We had four families staying in this cabin. When we arrived the cleaners were sitting around on the decks talking and smoking....clearly not dong their job. Check-in was at 4 pm. It was not ready. When we entered the cabin, we checked everything out. I was furious to find the sheets were not changed, the comforters were dirty and the cabin was clearly not clean. There was hair and food all in the beds. This was the first thing noted and I immediately called for someone to come change all bedding. Eden Crest did send someone to change the bedding and we appreciated that. However, the main shower upstairs did not work. Eden Crest said they would send someone out on Dec. 27th to fix it....they did not. I had to call again on the 27th and 28th. They finally came out on the 28th while we were gone to fix it. I called again on the 29th to speak with a manager concerning the issues with the cabin and was told they were in meetings. No one ever called me back. We checked out on the 30th and left the cabin cleaner than it was when we checked in. The pictures for this cabin they advertise are NOT what we saw when we checked in. A lot needs updating and fixed in Smokies View. The hardwood floors are separating throughout the entire cabin, the Tv's did not work, dirty dishes were in the cabinets, air hockey table did not work, no light bulbs in lamps, the bench for the kitchen table was barely standing, glass panel missing from downstairs shower. I took pictures of all of these items and sent to Eden Crest. Their response was, "thank you, we will address when you check out." Disappointing!!! The pictures for this cabin are truly misleading and not worth the amount we paid! These pictures are still up for this cabin.....so I truly hope they have fixed all items I made them aware of and sent pictures of. We will not book with Eden Crest ever again!

Upon further investigation, we want to clarify that the main shower issue was addressed and fixed during your stay upon the delivery of the necessary part. Our operations manager confirmed that he was in constant contact with the guest of record, maintaining communication through text messaging. We apologize for any confusion or inconvenience caused by the delayed resolution, and we appreciate your understanding as we worked to resolve this matter. Your feedback is invaluable in helping us enhance our processes and ensure a more seamless experience for our guests in the future. Thank you for bringing this to our attention.

We booked for the the Friday after Thanksgiving leaving Sunday. The cost was over $2000. One of the reasons we chose the Highlander cabin was the amenities. The game room for the kids, however the games were broken and non functional. We got the hot tub for the adults which didn’t work. We spent that much plus the cost of boarding our animals to sit and watch television. We could have done that for free at home. No one came to address the issues as promised. I would never stay at any properties run by Eden Crest again. And would suggest to anyone not to either.

We sincerely apologize for the challenges you encountered during your recent stay at our Highlander cabin, and we appreciate you bringing these issues to our attention. It is disheartening to learn that we fell short of providing the experience you expected, and we are committed to addressing and rectifying the concerns you've raised.
We understand the significance of the amenities, especially the game room for the children and the hot tub for the adults, and we sincerely regret that these were not in proper working order. Our team is already taking immediate action to resolve these issues and ensure that similar incidents do not occur in the future.
We also apologize for the lack of prompt attention to your concerns. It is our standard to respond promptly and efficiently to guest issues, and we are investigating why this did not happen in your case.
Please know that your feedback is invaluable to us, and we are using it as an opportunity to improve our services. We understand the impact this has had on your overall experience, and we want to assure you that steps are being taken to prevent such occurrences in the future.
We genuinely appreciate your understanding and hope you will consider giving us another chance to provide you with the exceptional stay you deserve. If you have any further concerns or if there is anything else we can do to rectify the situation, please do not hesitate to contact our customer service team at *** *** ****
Thank you for bringing these matters to our attention, and we hope to have the opportunity to welcome you back in the future.

We planned our vacation last October to Gatlinburg / Pidgeon Forge. We decided to use Eden Crest Vacation rentals. What a mistake! The first night at the property (the Highlander) we found the front door keypad wouldn't lock from the outside, so someone had to lock it, walk down 2 flights of stairs & leave from the back door. We had no internet for the 5-day stay! The 3 closets consisted of 3 hangers, TOTAL & the doors wouldn't close? We tried to start the fireplace but it wouldn't light? The propane firepit table lit but you had to keep the starter button pushed in?? Of the 4 chairs that accompanied the firepit table, 2 were broken. The wood burning fire pit had a rusted door broken off the hinge. When I got home I called Eden Crest and asked to speak with a manager cause every time we spoke with a rep the reply was "it needs parts or we'll add it to the work order"! One rep told me "the situation is being looked at and "he" will call you tomorrow", That call never happened. I spoke with 3 reps in 2 days and got the same response "Sorry sir, he's in a meeting and can't take your call but he said the manager communicated the owner of the property was willing to refund $150 for our troubles". I NEVER mentioned anything about reimbursement so obviously there's guilt? I asked what responsibility Eden Crest was taking seeing how they're responsible (and are compensated) for overseeing this property, I was not given an answer. I understand the ownership of the property holds a majority of the responsible but If Eden Crest Vacation Rentals is doing business with these owners they have to assume responsibility as well. Eden Crest management showed no interest on hearing about our situation firsthand, instead relying on the notes from the "work order" and their office personnel. I'm confident the issues listed above will be met by Eden Crest with excuses as to why and in the end "not our responsibility"! !f I could give it zero stars, I would have!

We deeply regret the inconveniences you experienced during your stay at The Highlander property in Gatlinburg/Pigeon Forge. Please accept our sincere apologies for the issues you encountered. We value your feedback and will take your concerns seriously to improve our services. We understand that your vacation did not meet your expectations due to various issues. We apologize for the lack of immediate resolution and the inconvenience you faced when contacting our representatives. This is not the level of service we aim to provide, and we appreciate your patience and understanding. We are committed to resolving these issues and taking responsibility for our part in ensuring a comfortable and enjoyable stay for our guests. Your feedback has been duly noted, and we will work to rectify the problems you encountered to prevent similar issues in the future. Please allow us to express our gratitude for bringing these issues to our attention, as your feedback will help us improve our services and maintain a high standard for all our guests. Once again, we apologize for the disappointment you experienced during your stay, and we hope you consider giving us another opportunity to serve you better in the future.

We recently stayed here for a mini getaway and we have used Eden crest several times but this visit will definitely be our last. The cabin we stayed in this visit definitely needs some maintenance. For the price we paid it was not “luxury” standards. The hot tub was not working the first night and surely needs to be worked on. The kitchenware needs to be replaced, the carpet has severed its purpose plus some, and to make matters worse someone who works for the property entered our unit while we were out for the day. We brought this to their attention that someone came into the unit and stolen money that was hidden deep in our luggage, but we were made to feel as if we were lying. Why would we lie about $200 when we had no problem paying over 3k to stay in ur unit! Anywho the manager Dusty was given several messages to follow up with me but never did. I had to reach out to him which was a complete waste of time. I would say shop around and find a better company to rent from before staying at any Eden Crest properties.

We are sorry to hear you did not enjoy your stay. All our cabins are privately owned, and we will convey your review to the owner. All our staff are vetted, and background checks are done on each staff member, cleaner, and maintenance technician before we hire anyone.

Terrible! Bugs!! I woke after the first night with an itchy rash in multiple places and lines of bites. I found two live black small bugs on sheets. Also found black specks on mattress in multiple places when I inspected. I called immediately and they sent Orkin out to inspect. Manager never called. I had to move my family to a hotel, lost $1900/ 3 nights plus hundreds for food ( had to now throw perishable food out, leftovers, had to eat out when I planned on cooking for a party of 8). Had to pay for two rooms in hotel and cut vacation short. Kids upset. I called manager myself and was told “ Orkin did not find live bugs so cannot refund any money.” I had a video of the live bug and photos of the excrement in mattress which i sent even before the exterminator came out. They claim nothing was found on mattress. I’m a physician. I know what I saw and I diagnose and treat bed bugs/ mites often. I am an honest person. This is disgraceful. Do not stay here or anywhere managed by Eden Crest Rentals! They are unprofessional and said that I must hv picked it up from a gas station on the way. Clearly ignorant about how these bugs are transmitted. Also- only live 2 hours away. No stops! Spend your money elsewhere and don’t risk your familiy’s health and happiness!

Thank you for your recent stay. We are sad to hear that you have received bug bites in the Smoky Mountains. All our properties are on preventative treatment with Orkin Pest Control. They were contacted and immediately dispatched to your cabin. They are a professional bug pest control company, and they were unable to find any traces of bed bugs in the cabin.

DONT STAY HERE - OPENED DOOR AT MIDNIGHT!!!! Not the first time visit Smokey mt, but it was the worst experience, i blame i chose eden crest. The first night was ok. Wait until the second - around 5:30am, it was still dark outside. We were alarmed by our dog's hurried barking. Obviously something went wrong. We got out of bed and found the most SCRAY thing in the world - the cabin's door was opened. We checked the hallway outside and did not see anyone, prob already gone. But the lock had a pin pad, how come anyone knows the pin? And think about usually people dont travel with dog, what if the person was not only a thief, but a murderer? We felt so terrified and disappointed with the security here. Did not get any more sleep in the following days. Once the eden crest office was open, we called immediately and ask for a reason and compensation. They did not help us, at all. Just saying the pin is stored in database, so what? They are responsible to keep the data safe but they failed. Asked for a one-night room fee compensation, the male operator literaly said, yeah go to google, go to yelp rate us, live somewhere else, we dont care. That's the attitude we paid for and from the suffer of the door pin leak at midnight. They never care. I ve been travelled around the world, eden crest definitly brings down the standard of responsibilty.

All doors use KABA security Pin code locks. A specific code is generated only for one guest. These security locks create a unique code for your stay and are only valid from the date of arrival to the date of departure. Staff codes do not work after hours on any of the KABA locks. The only way the door could have been opened is by someone in your party using your unique pin code or not locking the door from the inside. Requesting a full refund for not securely locking your door was not justified. KABA lock was audited and the only code used on the door was your unique pin code for your stay.

This was my fourth family cabin trip in Tennessee every year we do a different cabin but this was the worst cabin i have ever been to. From the wifi not working, leak in the ceiling from using the shower upstairs, no propane in the grills, fireplace not working, pool area not warm, hot tub not staying hot and the the tv remotes not having batteries. The only thing the office told me when I had called was that they would put in a work order. The only positive thing was that the beds was comfortable. I should have read reviews before i booked i could have spend my money else where...

Thank you for your review. We are sorry to hear that you did not enjoy your stay. We have a record that you called regarding the shower leak, and we dispatched a maintenance technician. This was not a fast repair and was completed after your stay. We apologize for the shower leak. We do not have a record of the propane. The grills are on a hard gas line, and the timer needs to be turned on to start the grills. A phone call to our office would have helped to troubleshoot the grill. The Internet modem was unplugged and needed to be plugged back into the power. We are sorry that you did not enjoy your stay. One of our managers will contact you soon.

Rented a cabin just for one night, no complaints about cabin. It was absolutely beautiful. The complaint I have is we don't have control over Mother Nature I know but it came up a snow on top of the mountain and you have to be out by 1000AM. They should have crews to keep roads clean or notify the guest to stay put. We had a total of 4 vehicles, one in ditch and because it was so icy one went sideways and then one behind that one slid into that vehicle, so total of 3 damaged vehicles, needing a wrecker for one. Well, due to phone service was hard to contact anyone. Some nice lady that lived in a cabin called for us. The sad part is when I called Eden Ridge, explained situation, could not call wrecker and was told that we could not go back to the cabin. Well we had children crying so needless to say we did walk back to the cabin. Finally a manager calls apologizing and said we was more than welcome to stay at cabin until things got better. Well we got the one vehicle out not knowing what was ahead but looking where we was at could move on, no a disaster, people walking, more vehicles off the road and was told roads were closed. Took us 5 hours to get to the end and there was people everywhere that was told roads were closed just waiting. They need a better emergency system in place and do not need rude people answering the phones. Treat people the way you would like to be treated. This was a terrible experience something like a movie you would see.

We agree, it was a disaster. Lots of snow and ice. Something that was not forecasted and something we have no control over. We do our best in these situations to help as much as possible but we are also limited in what we can offer. Because our area is mountainous it makes dealing with snow and ice even more difficult. I am sorry you had such a bad experience. Should you find yourself in a situation like this again, I would highly recommend staying where it is safe and warm. Waiting the weather out is always the better choice. Thank you for choosing Eden Crest. We value you as a guest and hope to see you again soon.

We agree, it was a disaster. Lots of snow and ice. Something that was not forecasted and something we have no control over. We do our best in these situations to help as much as possible but we are also limited in what we can offer. Because our area is mountainous it makes dealing with snow and ice even more difficult. I am sorry you had such a bad experience. Should you find yourself in a situation like this again, I would highly recommend staying where it is safe and warm. Waiting the weather out is always the better choice. Thank you for choosing Eden Crest. We value you as a guest and hope to see you again soon.

Sharing concern to warn other consumers of my experience. Rented a cabin through Eden Crest Vacation Rentals - more specifically the family valley lodge - July 9th through the 12th. Wishing I had read other complaints before experiencing similar issues.

Official Complaints Filed During Stay
Mouse Poop on bed and throughout upstairs bedroom. Cleaned mouse poop ourselves. Pest control did not come until next day, laid traps, and informed us of the unsanitary health concerns. Only then did housekeeping come to replace bedding.

No blinds or shades on backside/west side of residence...brutally hot during the day and AC was inadequate. Offered a portable air conditioner that was never brought.

Pull chain on main floor bedroom broken rendering the fan inop ...did not repair and did not provide a fan furthering our frustration with the heat

Plastic blinds on bottom floor were melted

Filthy (soiled and covered in hair) and broken bed downstairs on bottom floor

Other issues we didn't file an official complaint about:

Bats pooped on car - don't park in the middle spot below the peak of the house

Dryer does not dry clothes and makes a loud banging noise

Air hockey table old and worn. Hockey pusher missing felt underneath

Half inch layer of dust on main floor walls

Trash behind residence

Management absent from discussions and hide behind guest relations staff. I was asked what I would accept as compensation to which I requested a days refund (approx 707). I randomly received a refund of $250 and was ghosted afterwards.

We are very sorry to hear that the guest had any issues. Our desire at Eden Crest is to try and provide all guests with a beautiful vacation experience. Therefore, all our calls are recorded for quality assurance.
The first call upon your arrival was to inform our answering service that a chain was missing from the ceiling fan in the upper-level bedroom and that you needed assistance.
The following morning, we received a second call to report mice, bat droppings, and a dirty back deck. We require all cleaning issues to be reported within 4 hours so that they can be addressed by the cleaners assigned to the cabin. No mention of this was made during the first 18 hours. Only the fan chain was reported the first night.
Housekeeping sent clean linen as soon as the guest reported dirty linen and the dirty back deck. They were turned away by the guests and not allowed access to the cabin.
Our Team also dispatched a pest control vendor to investigate and treat any possible issues.
We informed the guest that we could not move them to an alternate cabin due to the busy time of year and not having another cabin available. However, the guest did not call back until after their departure date, requesting compensation.
It is not our intention to be the source of problems and issues while staying with us but just the opposite. Therefore, a partial refund was issued for any inconvenience. The cabin is located in the Smoky Mountains, and critters sometimes get into the cabins.

We are very sorry to hear that the guest had any issues. Our desire at Eden Crest is to try and provide all guests with a beautiful vacation experience. Therefore, all our calls are recorded for quality assurance. The first call upon your arrival was to inform our answering service that a chain was missing from the ceiling fan in the upper-level bedroom and that you needed assistance. The following morning, we received a second call to report mice, bat droppings, and a dirty back deck. We require all cleaning issues to be reported within 4 hours so that they can be addressed by the cleaners assigned to the cabin. No mention of this was made during the first 18 hours. Only the fan chain was reported the first night. Housekeeping sent clean linen as soon as the guest reported dirty linen and the dirty back deck. They were turned away by the guests and not allowed access to the cabin. Our Team also dispatched a pest control vendor to investigate and treat any possible issues. We informed the guest that we could not move them to an alternate cabin due to the busy time of year and not having another cabin available. However, the guest did not call back until after their departure date, requesting compensation. It is not our intention to be the source of problems and issues while staying with us but just the opposite. Therefore, a partial refund was issued for any inconvenience. The cabin is located in the Smoky Mountains, and critters sometimes get into the cabins.

Eden crest and Vrbo, would not recommend. Also the owner, I paid 1200.00 for a 3 night stay, had no hot water, I called 3 times, wS told something different everytime and the Matter was never taken care of , they said they would credit my account, and didn't. The unit was 911 smokey retreat in Gatlinburg Tn.

We are sorry to hear that you did not enjoy your stay. Due to the power outage in Sevier County, the hot water heater took longer to heart. We have as per your request sent a plumber to the cabin and the hot water heater was working correctly. We followed your demand and refunded you the $300 on April 8th, and as per your threat in the email, if it was not paid, you will post bad reviews for the cabin and owner. Sadly, the refund takes a few days to show in your account, but you continued with your slander. Correction on your rent was only $703 and you did stay for the full 3 days.

You guys are something else, I have every right to pist my review on my stay. You never sent anyone there while I was there, said it could be due to construction, tempature would be turned up, ect. The cabin is supposed to be sleep 6 people, maybe you need a bigger water heater,you didn't send anything to my bank, I went there personally, so stop telling false information, because you guys didn't do your job
Have you even read the horrible complaints about tou all? I am sure, because you responded to them the same as me.

Power outage was only out for for a few hrs one day, sorry I am a carpenters daughter, gonna have to do better than that

Again, We apologized for your inconvenience. Our cabins are all privately owned and your concern with the hot water heater was shared with the owner. As previously stated, a plumber was sent to the cabin and could not find any fault. It just takes time to warm between baths like any hot water heater.
Your refund was posted on April 8th. A receipt was emailed to you as well as notice that the banks/ credit card transactions for refund take a few business days. Transaction details that you are welcome to share with your bank :
TRANSACTION DETAILS
Property Eden Crest Vacation Rentals
Guest Jennifer Soukup
fol-70150
Amount $300.00
Reference # 3386812-42
Initiated By System
Timestamps
Date Submitted Fri Apr 08 18:27:37 PDT 2022
Date Settled Not Settled
Date Reversed Not Reversed
Last Modified Fri Apr 08 18:27:37 PDT 2022
Credit Card Details
Cardholder Jennifer Soukup
Brand VISA
Bank PNC Bank, National Association
Legal Entity Yapstone USA

We are sorry to hear that you did not enjoy your stay. Due to the power outage in Sevier County, the hot water heater took longer to heart. We have as per your request sent a plumber to the cabin and the hot water heater was working correctly. We followed your demand and refunded you the $300 on April 8th, and as per your threat in the email, if it was not paid, you will post bad reviews for the cabin and owner. Sadly, the refund takes a few days to show in your account, but you continued with your slander. Correction on your rent was only $703 and you did stay for the full 3 days.

We are sorry to hear that you did not enjoy your stay. Due to the power outage in Sevier County, the hot water heater took longer to heart. We have as per your request sent a plumber to the cabin and the hot water heater was working correctly. We followed your demand and refunded you the $300 on April 8th, and as per your threat in the email, if it was not paid, you will post bad reviews for the cabin and owner. Sadly, the refund takes a few days to show in your account, but you continued with your slander. Correction on your rent was only $703 and you did stay for the full 3 days.