The rental company (Timber Tops)-
The day before we left there was a snowstorm resulting in lost power in the area and icy roads. I didn't hear anything about our rental so called several times the morning of check-in to figure out the state of the property. No answer and no callback. Half of the family made it to the house and the other half was on the way when we got a call from the property manager that they would be canceling our reservation for the evening and refunding us the night. This was at 330pm. Check-in is at 4pm. They claimed that the conditions prevented maintenance and cleaning crews to enter the property to confirm everything was fine. We called VRBO and were told that there were no properties or hotels available in the state of TN (UM....). We put in at least 15 unanswered calls to the rental company at this point.
While trying to figure out where we'd be spending the night, maintenance AND cleaning crew arrived, acknowledged the house was good to go, and left it open. We called several times to get the code to the front door. No answer or call back. Finally, after deciding that 22 family members (including 2 infants and a disabled grandparent) had nowhere to go and shouldn't be sleeping in the car in 20-degree weather, our family entered the property by way of the unlocked back door. We never received the canceled contract or refund, but also no code. I probably had 20 calls and several vrbo messages in at this point.
Day 2 was 4 more calls, 2 emails, and another vrbo message. I never got anyone on the phone or a call back. For all they know, we're sleeping in the cars. We are in the property but can't leave because we won't be able to get back in.
Day 3 was an email and 3 more calls. On the 3rd attempt I finally got a human being. I told her we needed the code for the house. She proceeded to give me the scripted answer that the roads were impassable (not true. we'd all come and gone several times to the store and such) and they'd have to wait until maintenance and cleaning got out there. I told her that we saw them come and go 2 days prior and that we're on day 3 of check-in with no code to enter the locked front door. She finally conceded.
The house:
Great location between Pigeon Forge and Gatlinburg. Hot water never ran out. Beyond that, it wasn't very clean, tubs were missing stoppers, 2 of the 5 games were broken, and the TVs didn't work if you had more than 2 on. Internet is TERRIBLE. Several recliners broken.