My wife, two daughters and myself arrived 30 minutes before our scheduled time, as instructed in our confirmation email. My wife was hesitant and nervous about rafting to begin with, so having to wait another 30 minutes past our scheduled depart time and she and my daughters were ready to just leave if we hadn't already paid. After an hour of waiting we finally started the pretrip stuff. The only reason I am giving 4 stars is because our guide Deb was awesome. She was very knowledgeable and friendly and she really knows what she is doing to keep everyone safe. We really enjoyed the trip and both of my kids commented on how much they liked Deb and wanted to go back to do the upper next time.
This company also helped us get our photos after we got home and regretted not buying the photos while we were there. So overall a good experience once we got going.
If coming from Gatlinburg, it's about a 40 minute drive on a back road, but it's worth the drive. Really a nice setup.