There is a reason this has an excellent rating! Not only is it a great ride, but the staff, and I mean ALL the staff we encountered were A++, super nice, super helpful, and super genuine. You can tell from the moment you speak with a staff member they love their job and they love people. We rode this twice: once on Christmas Eve, and again on the 26th (2020). We had planned to ride once in the day and once at night, but unfortunately they had to close the ride, unexpectedly, due to a really bad snow storm on Christmas Eve and we arrived for our night ride 20min late. The staff member was so kind and apologetic about the inconvenience and our disappointment. Of course we understood and made plans to catch it on Christmas Day, but unfortunately they still could not operate due to the inclement weather. We obviously caught it on our way out to town on the 26th (arrived around 10:45am) and we found out the workers had been there since 6am riding around the track breaking ice and prepping the course to make sure it was safe!
One last mention, I wish I had asked his name but unfortunately I did not. On the 24th at approximately 2pm the young man, who was manning the launch point, lent his gloves to a young lady in the group ahead of us so her hands would not freeze! (it was not only cold, but drizzling). THAT is above and beyond! If you are in the Pigeon Forge area and do not take a few minutes to stop by this place, you are missing out!