The cabins are nice and the deck is great to sit on and enjoy the view. BUT, I would NEVER stay there again.
When we first drove onto the property, we couldn't find the check-in office. We finally saw a sign that said management property offsite and had to call the number to find out where to go. It's was only down the road a bit, but I would have expected to be told this while making our reservations. Not a big gripe.
Next, the water access is limited to about 40 feet. There is no grass for lounging along the river This was disappointing, for the previous two nights of our vacation, we stayed at Rio Raft and Resort and they had about 1/4 mile of green lawn and water access.
Internet access? They said yes! BUT, you must take your laptop and walk up to the outdoor pavillion for this. Did I mention it was 107 degrees during my stay?
In our "first" cabin, the a/c was broken. The maintenance fella we called out after hours said he didn't know how to fix it, so we'd have to bear it out, and they'd call an a/c guy out in the morning. Whoa! At $279 a night? I had to demand that he arrange another cabin, to which he came around to our line of thinking and said he would see what he could do. We were able to camp out in another cabin that night, but didn't move into that cabin as they were supposed to fix our cabin the next day. Thus it was inconvenient.
The next day, our a/c was supposedly fixed by 11:00 a.m. We had gone out for breakfast to escape the heat of the cabin. When we came back, neither of our door-lock access cards were working. So we had to get back in the car and drive back to the office to have them fix this.
So off we go tubing, and when we returned, about4:00 pm, our cabin had cooled down from 87 to 85 degrees. So back to the car, and up to the office we go, and I asked for another cabin for our 2nd night's stay.
This cabin was much smaller. The refridgerator door wouldn't close without effort because they had the wrong racks in it. This cabin didn't have central air, but a window unit. The window unit cooled the bedroom well but not the living area. But it was better than the original cabin. Also, one of the table chairs was cracked and broken. This cabin had didn't have a TV in the bedroom like the other cabin, and the TV in the living room was smaller. Now, the cost of this cabin was $179 as opposed to $279, but they didn't offer to reduce my already paid fee.
The staff never apologized for my inconvenience, and didn't offer to reduce my charges; even the $100 difference for the different cabins.
Once home, I called the property manager, Amber [-], to discuss my charges and asked her to negotiate a reduced fee for our unpleasant stay, and she simply said, "This a/c situation was not under our control, we put you in other accomodations, so the only thing I can do for you is refund your $60 tubing fee". WHAT?
In summary, this property has nicer cabins that most around the area. They are also $100/night higher than most other cabins. After staying at two properties during the same week, I would not spend the extra money to stay at this property. Due to the lack of river-front property, the lack of internet access, the higher cost, the poor customer service and property management, and the attention to details, I would NOT recommend this property, nor stay there ever again.
Looks are deceiving. The savvy flash website was too. Save your money and a headache - go elsewhere.
-- Mark (Frisco, TX)
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
28 July 2009
At Hideout on the Horseshoe, we have a 13,000 square foot stone landing that is directly on the river which is WAY over 40 feet as stated in the review. On this landing, we also have a gazebo and a variety of furniture so the guests can sit by the river and relax. Sure it is not a grassy area, it is stone and complete with a waterfall which most people would take any day over throwing a towel on some grass and laying out.
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This guest called the emergency after hour phone at 9:00 p.m. and the maintenance man showed up at his cabin shortly after. Being that the cabin has central A/C, we would have to call a company to come out to fix it and being that it was 9 p.m. it would be in the morning before someone could come out. Our maintenance guy then moved them into the cabin next door, which was the exact same style and price, for the night
The next morning, we had the A/C company come out first thing and they fixed the problem. Management called the A/C company and confirmed that the A/C was fixed and working properly. The guest still complained that the A/C was not working so we in turn had the company come back out to check the A/C for a second time and the A/C unit was working properly. Everything had been done promptly on our part to remedy the situation.
The guest still refused to stay in the cabin and wanted to switch to another one. We let the guest choose the cabin they would like out of the cabins that were available. He chose to stay in a cabin with a window unit. The refrigerator door DID close properly and DID have the correct racks in it. At this point, I feel the guest is grasping for other things to complain about.
Everyone in the office was very apologetic to the customer. Upon check-out, we apologized and he said he had no problem and that they enjoyed their stay.
ONE WEEK after his stay, he called back demanding we refund him money because he didn’t enjoy the property or his stay. The quote he decided to put in his review was in fact not a quote at all. It’s the shortened version of what he decided to hear. He was told that due to the fact that the problem was fixed, and that he did not have to downgrade cabins but was able to stay in a cabin that was a mirror image of the one he had chosen, I would not be able to refund him his money but I would be more than happy to refund his tubing for any inconvenience he felt was caused. Situations happen that are out of our hands but the fact is that we remedied the situation promptly and accommodated the customer in every way possible. I would also like to point out that he was refunded the $100 difference when HE decided to downgrade cabins. He failed to mention that part in his review.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC