My family and I were a party of 7 and 2 crated dogs. We booked this cabin in the month of April. We know the whole cabin renting process as we have rented many other cabins for about 5 years,but this was the first time renting this cabin and renting from Eden Crest.This cabin was beautiful except for the horrible customer service from the office and for the terrible cleanliness of the cabin. First off, when we called for the reservation the lady, Brittany, was super friendly and helped accommodate us since we were traveling with 2 dogs. We explained that both dogs are well behaved and crated when we leave the cabin. She helped us book Moose-Behaving. Then we drove 15 hours (Miami to Tennessee) to the office to check in. We had to wait till 4pm sense they were cleaning the cabin. We thought that was fair and we were ok to wait about 3-4 hours for a clean cabin. So we went to the park in front of the Eden Crest office. We then were called and told that the cabin was ready for us and that we can go ahead and head to the cabin. We drove to the cabin and saw that the parking was a bit small for 2 Ford F-250 trucks, but we were able to fit both cars, not a problem. Then we walked in and we thought that this was a beautiful cabin. As we walked through the cabin we were noticing that there were a lot of "issues". One bathroom had somebody's pubic on top of the sink. The floor in the loft and the floor by the tv living area had a bunch of noticeable "scratches". The carpet in one of the rooms had a brown stain located around the room. The sheets of one of the beds had yellow stains.The stove in the kitchen had a long spider web between the glass. The jacuzzi spelled a little weird, but that was not a big deal sense we did not plan on going in. The mattresses in the main room beds, including the mattress in the couch in the loft, was uncomfortable and had like holes where I would "sink" . And that "sinking hole" in the mattress could not be because I weigh too much because I only way 108 pounds. And the air conditioning vent had ALOT of dog hair stuck between each vent. And that could not have been our dogs because we had JUST walked in the cabin. We called the office explaining that this cabin was really dirty. They said that they would send someone over so we waited over 2 hours. This whole thing was taking over our short vacation time and a birthday from one of our family members. So after about two hours a man named Steve came and we walked him though all the problems. He explained that he was just the maintenance manager and someone else is coming, but that he would take notes about this. He also said that he was sorry that this cabin shouldn't be this dirty. He was super understanding and nice. Later a lady named Kristin (cleaning manager), she too was friendly and super understanding. She called the cleaning service used by Eden Crest and they came to clean the pubic hair from the sinks and clean the table that had someone else's food left over and all the other issues. They said that the carpet stain was "coffee" and that they didn't have enough time to replace the carpet. I have attached a picture of the "coffee" stain. They said that the scratches on the floor had been there and they did not have enough time to replace the boards. The cleaning service couldn't take care of the spider web in the stove. Again the cleaning service, Steve and Kirstin were super friendly and understanding. But why couldn't we be notified about all the "coffee" stains on the carpet, the spider web in the stove, the floor damage , etc. before we booked the cabin, before we drove 15 hours to come to the cabin and have a nice 4 day vacation. We wanted to speak to the general manager or someone in charge so that we may discuss all the issues and see if there was another cabin available so that we may change. Instead, we spoke with a lady name Rennee. She was not so friendly and she was, in a way, blaming all the issues on us. As if we did it in the only 5 minutes that we had entered the cabin and called the Eden Crest office. We spoke and got nowhere so we decided to have the general manager call us and move on with our vacation. The general manager did not call us at all. It was extremely sad that the cabin was so dirty and that the costumer service at the Eden Creat office was bad because this cabin is extremely beautiful and is located in a great place. Also, we wanted to see if we were the only family that experienced this . So we looked at the "welcome to our cabin, please register" book located inside the cabin by the main door. We read the reviews and the bad ones were ripped out. So a member of my family decided to leave a review in the book. Let's see if you will see it if you go to this cabin. I have attached pictures of the cabin for you to see the issues we experienced. Overall, we hoped that we would have been made aware of all of this so that we could decide whether or not this was the best cabin for us. The cabin was truly lovely, but I suggest to the cabin homeowner to fix the carpet, floor, stove, etc and have another company rent the cabin other then Eden Crest as they have put a bad image on your cabin.
First time renting a cabin from Eden Crest, we regreted. We usually rent from another company unfortunately they didn't have any availability, so we found a cabin that fit our requirements with Eden Crest. This was a birthday celebration vacation. When you reserve the cabin, they are super nice and very accommodating. Be ready that niceness will be different once you experience problems with the cabin. We arrived to cabin past 4pm, checkin is at 4pm time. The cabin is very nice, but what made things a nightmare is the care takers, Eden Crest, mostly some of their management lacking customers service skills. Cabin had cleaning issues such as: bath tubs with black residues in them, one of the room sink had pubic hair, oven door had spider web inside, hot tub water smelled like mold, air filter was filty mostly dog hair, little coffee tables with dust, one of the bedroom carpet had stains, the other some of the carpet was ripped, downstair and upstair loft wood floor were scratched. We immediately called it in especially because we didn't want to be blame for it. Also we were told that cabin was been inspected as well as been cleaning. We called to report issues and spoke to a David and was transferred to Rene, manager on duty. They did sent Steven, maintenance manager, and Kristen, manager of cleaning crew. Both were very nice and had better customers service skills than Rene. We even asked to be switched to another cabin, but there was nothing available so we were told. We wasted almost 3.5 hours of our vacation waiting for people to verify what we were saying was true as well as them cleaning cabin for us and taking pictures. Steven and Kristen were very concerned and apologetic about the issues we encountered. We demanded to speak to general manager, Mykael [--], she never took the time to return our phone calls.
Rene told us she would discuss our issues with general manager and see what they could do for our unfortunate situation. But that was really a way to get us off the phone as she was not very helpful and try to twitst things like it was our fault. The next day no one called us, so around 1pm or so we called and spoke to another manager, Todd, he had an attitude and his tone of voice was not very customer service oriented. We had to go over the events again with him, total waste of time. He said that either him or the general manager was going to call shortly. After several hours and no call back, we called again. He returned our call saying there is nothing they can do, they were sorry we lost hours but they did clean the cabin and that these are older cabins. They wanted to give us one or two passes for a disgusting dinner place or wonder works. We just tought the right thing to do is to issue us a credit for the arrival day. He said they can't do that and that he discussed this with general manager too. Also to make readers aware although cabin says sleeps 8, it's false advertise. Two sofa beds available in the cabin are deformed and you cannot sleep in it. There were a lot of bugs every where. We didn't even bother to call office as they are not into recurring business, they don't care to keep you as a customer. We went and buy air mattresses from Walmart. We were trying to find better sleeping arrangements but it was difficult to find something to accommodate us and our pet. We cut our vacation short and left cabin a day earlier. We finally got our detailed invoice once we checked out which had a lot of hidden fees that were not mentioned to us at time of reservation. They are so unprofessional and sneaky. If you want to put a review don't do it in their website or the cabin guest book as the will rip pages of bad review or delete them from their website.