YES! We agree about the service! We checked in before the storm and still can't get down the mountain. My husband had to shovel 18 inches of snow in a path 6 feet wide and 100 yards long just to get us to the road which is still not treated and is very unsafe for travel. When we called the office to see if we could get some help, the desk clerk was very rude and just kept repeating "I told you so" instead of offering any assistance. We would have gladly paid someone to help us shovel or to drive us to the market but no assistance was available. I didn't call for a lecture, I called for help. We were just told that the sun would melt the snow the next day but guess what? We are in a North facing chalet and NO sun hits our chalet, driveway or road...period. The chalet is lovely and the view is spectacular but don't expect any service because one they have your $$$ you are on your own. The worst part is seeing and hearing all the visitors at Ober Gatlinburg just a half mile down the hill laughing and having fun while we are stuck with no way out.