I rarely write reviews, but what my husband and I experienced with Mountaineer Cleaning & Maintenance warrants one. We chose them based on their standing in the area. If that reputation was ever deserved, it no longer reflects the company they are today. Following their initial clean of our cabin, we discovered that personal property had been stolen, including comforters, blankets, and a laundry basket. The replacement crew MCM sent proceeded to dismantle our carefully arranged staging, moving rugs between rooms, repositioning furniture, and reorganizing our kitchen entirely. We re-staged the cabin ourselves. When we raised these concerns with management, we were met with deflection at every turn. MCM performed unauthorized work on our property, installing a hot tub tie-down on our deck without our knowledge, consent, or a prior quote. We were billed for it anyway. When we sought resolution through a direct call with the company owner, she spent the majority of the conversation disparaging her own cleaning staff rather than addressing a single concern we raised. Separately, MCM staff were captured on our property cameras speaking negatively about us as clients. Upon terminating our relationship with MCM, we changed our lock codes and explicitly banned them from our property. They used a backup key to enter anyway. Theft, unauthorized charges, and trespassing. This is not a company that respects its clients or their property. I would strongly urge any host or homeowner to look elsewhere. A formal BBB complaint has been filed. read more

We hired Mountaineer Cleaning & Maintenance based on their reputation as the best cleaning service in the Smoky Mountains. If that reputation was ever earned, it no longer reflects the company they are today. The issues started immediately. Their deep clean of our 1,500 sq ft cabin lasted two hours, well below any professional standard. When we flagged our concerns, management told us their cleaners simply work fast and that this was normal. It was not. Items were subsequently discovered stolen from the property, including comforters, blankets, and a laundry basket, proving our concerns were valid from the start. Rather than treating us as partners and taking our feedback seriously, MCM chose to gaslight us. The consequence of that choice was a second crew being dispatched, our staging being completely dismantled, rugs moved between rooms, furniture repositioned, and our kitchen reorganized. We re-staged the entire cabin ourselves. Our photoshoot was delayed. Our launch was pushed back. All of it was avoidable had MCM simply listened. What became clear over time was a consistent pattern of promising to do something and never following through. Property notes were promised to be followed. They were not. Onboarding photos were taken so cleaners could restore our staging after every clean. They were never referenced. We were told explicitly that if we provided a shovel and salt, their team would shovel and de-ice our steps. We provided both. They did neither. MCM does not struggle with communication or execution. They simply do not tell the truth. Guests throughout our engagement reported dead bugs, hair in showers, dusty fixtures, and dirty floors. Our firepit, a prominent property amenity, was never once serviced. When I asked MCM to check on it during our final clean, I was told "there is no firepit on this property." A same day guest turnover flagged weeks in advance was completely mishandled. Cleaners arrived two hours before check-in despite assurances of a morning start. I made over 20 attempts to reach management during that window. Calls were actively declined. The hot tub was left cold for arriving guests. The final incident was a guest being injured on our steps after MCM failed to de-ice after snowfall. Their response was that they had only been instructed to shovel snow, not to de-ice. When I presented Ring camera footage documenting the conditions, management denied responsibility and attributed the hazard to "unpredictable weather patterns." We had provided the tools. We had been given the promise. A guest was still injured. I am sharing this to warn other hosts and property owners. A formal BBB complaint has been filed and we will continue to pursue every available avenue to hold this company accountable. read more

Terrible experiences. Have 2 cabins and this company is more focused on picking up their tip envelope than actually cleaning after each guests check out. Spider webs, dust dirty floors, mildew on shower curtains, mold on shower tiles, hairball on shower floor. Loaded dishwasher full of dirty dishes. They go to clean cabins with children. I've caught one cleaning crew walking in with a newborn in 1 atm and a vacuum on the other hand. In my exterior cameras I see them take max 1 hour in each of my cabins after each check out. read more

Put yourself in your guests' shoes for a moment. How would you and your special someone, say on honeymoon, like to walk into a cabin for which you paid a hefty cleaning fee and open the fridge to find leftover food from previous guests? You pick it up to throw it away but there is no trash bag in the trash can. Then you look over the floor and see sticky stains and crumbs not of your own making. Your wife sits outside and leans to put her coffee mug on the table to see it's covered with somebody's cigarette ash. I suspect you would feel your host doesn't care much about your experience and voice your frustration in a negative review on host's listing not MCM's. This and more is how our cabin was left by MCM cleaners. We were sold on inspection after every cleaning but their inspector doesn't show up either. When we pointed out these issues Meriah offered no solutions. Instead she got creative with excuses, was dismissive and insinuated that these are not real issues! 100% satisfaction guarantee!? Creative excuses might work on owners who are far and only have their guests' negative feedback to back up their claims. Such owners may mistakenly think guests were too picky or unreasonable. But we were there at this time so that wasn't going to fly. Perhaps this company did things right at some point but as of this writing in our experience they over promise and under deliver with unprofessional and confrontational attitude to boot. read more

I have worked with Mike and Lambrey for some time now, and have to say their team is as good as it gets. They are always working to be better as to what they offer and go above and beyond. You can tell they take pride in their work, which goes far for me as a rental owner. read more

Couldn't have asked for a better stay. When I couldn't find the cabin, I called and in no time I was pulling into the driveway, thanks to Meriah, sorry if that's misspelled. Thank y'all for giving us an amazing experience!! read more