I rarely write reviews, but what my husband and I experienced with Mountaineer Cleaning &…read moreMaintenance 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.

We hired Mountaineer Cleaning & Maintenance based on their reputation as the best cleaning service…read morein 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.