My family and friends had the opportunity that we all have been waiting for many years to come stay at a luxury cabin in the Smokey Mountains. Upon our arrival, @ 4:40pm we still had not received the information to check in. When we arrived we as well as several other patrons were met with a note on the office door and a number to call to check in. While I respect and understand the seriousness of the ongoing pandemic, all other businesses in the beautiful tourists town were open. The phone system is a good idea but when you have such a busy beautiful place being greeted by an actual person goes a long way in customer service. The cabin was better than the pictures. The only issue was we experienced a leak from one of the upstairs bathroom, which at this time no one had used. When the first called was made to maintenance the smoke alarms had been going off and there were 5 leaks from the ceiling where we moved all the living room furniture and put down towels to keep from messing anything up. The first young lady I spoke with appeared to be bothered that we were calling at that time, when asked was she going to send someone over she said everyone is off until 10am tomorrow and hung up the phone. I called back immediately speaking to Courtney which was very helpful and pleasant. She sent someone over, he was nice, he turned something off under the sink and stated that he would be over the next day to fix the issue and dry the carpet in our bedroom. No one ever came, while I did receive a follow-up call to check on our issues they asked had maintenance came back, my response was "not at this time" again I was told that someone would be over shortly. Our carpet was completely wet in our room which also had a foul odor. While this did not prevent us from having an awesome time. When people are paying for something described as luxury, we would think if someone calls with an issue that could potentially cause damage to the cabin, it should be fixed properly User's recommendation: Follow up wih maitence calls, when patrons call after hours its usually because it should not wait.