We unfortunately had an extremely unpleasant experience during our 3 night cabin stay at Appalachian Lookout. One of the highlights we always enjoy is the hot tub. When we got there the hot tub was 75 degrees and by 10:00pm it had only heated up to 83, so we couldn't use it the first night, the next day it rained and the hot tub sits out in the open(which of course we didn't notice from the pictures or we prob wouldn't have even chosen that cabin), so once again we could not use the hot tub, our last day the power was out all day so we were never able to enjoy the hot tub. Going back to the power being out, we had snow the 2nd night of our stay. The following morning the power began to flicker and so we rushed through making our breakfast and around 11:30 the power went out. At 11:50 we called the eden crest office to inquire about the power outage, they assured us the electric company was already working on it. Now you may be thinking, it's a cabin, surely you have a fire place, at least some warmth, well, we did, an electric one, so a lot of good that did us. We opened several of the blinds to let light in, but of course this let the cold air in too. Now by 3:00 we still hadn't heard anything, still no power, so we call the office again to get an update and find out what was going to happen, as it was getting quite cold in the cabin, we had no hot water, unable to use the fireplace or hot tub, unable to watch tv, no internet basically unable to enjoy any of the amenities for which we paid top $$ for. Their response was they have been in contact with the electric company and they are hoping it will be a couple more hours. We explain it is getting cold and ask if they will provide something for warmth, and some type of lights as we only had 1 flashlight we brought from home. (The cabin had a flashlight but of course it didn't work) they assured us they will take care of us if they have to go out and purchase some heaters for us. Now about 3:30, two maintenance guys show up and they say they will need to get petty cash or a credit card from the office to buy us some heaters and candles or flashlights, and to give them about an hour to return. About an hour or so later, no maintenance guys, but 2 cleaning people stop by and ask if they could get anything for us, they kindly went to an unoccupied cabin and got us a flashlight, some extra blankets and an extra propane tank for the grill. Thank goodness for them! So far the office had promised a lot but done nothing. Now it is approaching dinner time and thankfully we have the grill, of course we couldn't cook what we originally planned, so we had to round up what we could to cook on the grill. Now it is 6:00 and still no maintenance men, no call back from the office. So we call for the third time to find out what's going on. Again they assure us they are doing everything they can to get heat out to everyone. Now it is dark and it is really starting to get cold(it got down to 58 degrees in the cabin) even under the blankets we are freezing. Finally at 7:30pm we get a call that the power WILL NOT BE COMING BACK ON!! AND IT IS AGAINST THEIR POLICY TO PROVIDE HEATERS as they are a fire hazzard. Oh, But they will be happy to move us to another cabin, well actually not even a cabin but a CONDO! so they are telling us they want all of us using 2 flashlights in the pitch black 2 level cabin to gather all of our belongings at 7:30 at night, drive on snow, probably icy roads by now in the dark in an area we aren't familiar with!?(there was a freeze warning and black ice warning in effect that evening) Or we can go buy heaters ourselves, the manager tells us! So it's against their policy to buy heaters, but not for us to go out and buy them? How ludicrous! The manager was extremely condescending and unapologetic. At the mention of some sort of compensation for our discomfort and being lead along all day that it would be fixed, "we don't reimburse for acts of god" well, how about the fact that 2 people from the office and the 2 maintenance people PROMISED to provide us with heat and lights then not until 7:30, EIGHT HOURS AFTER WE LOST POWER. you tell us that's against your policy? According to the contract while they do not "guarantee that utilities will not fail, WE DO GUARANTEE THAT REPAIRS WILL BE MADE AS SOON AS POSSIBLE. IN THE EVENT REPAIRS CANNOT BE MADE IN A TIMELY MANNER" then they reserve the right to move you to another cabin. I'm sorry but in whose right mind is EIGHT HOURS a timely manner!!!?? Because of what we were told by your office staff, we chose to wait it out at the cabin and because of that our vacation was ruined- we had no heat, no light, we couldn't enjoy ANY of the amenities we PAID for. How about switching us to another unit at 3:00 in the afternoon so we could have still enjoyed some of our last day in the mountains!? All of these points were brought up to the manager but he kept talking over me to the point I had to say 'excuse me, im talking' and he had the nerve to say that We would rather stay in a cold cabin and freeze than switch cabins! How insulting! We would have been happy to switch cabins 6 hours earlier when it was daylight and warmer and we could see what we were doing and where we would be driving. On top of that, we were checking out the next day, so we would have packed up all our stuff just to go sleep and then leave, what a waste! Don't get me wrong I understand they can't control the weather, but don't make promises you can't keep, and get better communication with your staff since ALL of them are unaware of your "no heaters" policy(which by the way I could not find any such policy in the contract we signed) You would think that since this is the MOUNTAINS, they would be more prepared for the prospect of snow and how to handle these types of situations, but hey what do I know? PLEASE PLEASE take my advice and NEVER rent from this company. They would rather you freeze to death so they can keep your money!! If I was an owner of such a cabin I would feel ashamed of my guests being treated in such a way. I asked for the manager to give the owner my contact information, but so far I have heard nothing back.
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