Message 1 Comments We have been in the hospitality business for over 50 years. An overwhelming majority of our reviews talk about how helpful, courteous, knowledgeable, professional and accommodating our staff is. Sure we do have negative reviews. Every business does. You cant please 100% of the people 100% of the time. Since we have a history of excellent customer service. I would say it was not us that was the problem in this situation. You are correct in the fact that you should have done your research before booking a secluded mountaintop hideaway. When you arrived it was obvious that you are not in proper physical condition for this beautiful mountaintop environment. The room amenities for every accommodation are posted on our website and are true and factual. We could tell from the time that you exited your vehicle, and during check-in that you did not want to be here. No one was ever rude to you or obnoxious to you. We showed great patience in trying to make your stay enjoyable but it was obvious you were not happy here. If staff was so rude and obnoxious why did you leave a $10 tip? You left without informing anyone so you did not give us the opportunity to help you in any way. We know the truth and that is all that matters.

We are so glad you enjoyed your stay. We look forward to welcoming you back ! Sincerely, Mathew

Thank you for your kind words. The Staff at Fire Mountain is here to make sure you have an exceptional experience. Sincerely Mathew

We are very pleased that this couple from Texas felt that our secluded mountaintop boutique resort located on top of Fire Mountain was beautiful. Fire Mountain is a unique, secluded and romantic mountaintop hideaway in the Highlands of western North Carolina. Due to Fire Mountain’s uniqueness, seclusion and due to the fact that we are surrounded by the Nantahala National Forest we have an Arrival Policy so that we may have a staff member waiting for first time guests and the policy has been the exact same since our inception in 1996. For first time guests, such as these folks, we desire to have a staff member waiting to greet you, check you in, acclimate you to Fire Mountain and the Highlands, provide a tour of the property and to lead you over to your parking and to take you into your accommodation to make sure everything is ok for you. Our new guests love this service which takes about 30 minutes and we always prefer that you arrive in daylight if possible, because we are secluded, but you may choose any two hour window between Noon and 7:30 pm. Our Arrival Policy is a part of our Reservation Policy which one may link to at the bottom of every page of our website. This guest was required to approve our Reservation Policy prior to making their reservation through Expedia. They never provided an arrival window as they agreed to do. The day prior to her arrival we emailed asking for them to please provide their arrival window so that we would be able to schedule a staff member to be waiting for their arrival. If this guest felt that our arrival/check-in policy was too strict they could have chosen not to make a reservation at Fire Mountain. The guest called the morning of their arrival date to say they were in Asheville, NC where they had been visiting (Asheville is an hour and a half away from Fire Mountain) and that they would be arriving prior to 6 pm. The guest called at 5:47 pm to say they were just leaving Asheville and would not arrive at Fire Mountain until 7:30 pm. They arrived at the Reception Office on top of Fire Mountain at 7:30 pm in the dark. We have never provided TV at Fire Mountain which is noted on our website, in our Reservation Policy which this guest approved prior to making her reservation through Expedia and which she also approved at check-in. Being a retreat from the outside world folks come to get away from the stressors of the outside world, to relax and enjoy peace, quiet, serenity and quality time with their partner or the members of their party. We do provide complimentary Wi-Fi on top of Fire Mountain and the reception is what is provided in our area. At check-in the guest was given a map of the village of Highlands with the location of all restaurants listed and was told that the ratings and reviews on Trip Advisor for restaurants in Highlands were, we felt, in line. Fire Mountain is known for its’ gourmet breakfast which takes place in our upscale Fire + Water Restaurant where each seat (inside and

Hi Paula, We are so pleased that you had a wonderful Weekend! We look forward to the pleasure of welcoming you back!

Dear JP Thanks you so much for your kind words. We are so happy that you were able to have a restful escape from the stress of daily life. We look forward to your next visit!

Thank you so much for this great review. It is always our goal to give our guest a unique and special experience. We look forward to your next visit. Sincerely Mathew