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Smoketree Lodge
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Smoketree Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:12/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is a yearly timeshare. In 2022 I decided to bank the 2022 week with 7Across. I then paid the annual fee for 2023. I wasn't sure if I could vacation at Smoketree or if I should bank it. While I was thinking about it I received a notice that my 2023 week had rented/exchanged the week of May 13. This had never happened before. I questioned it, emailed Smoketree's general manager at least 5 times, called numerous times-left messages and voice mails from May-December and have not gotten a reponse. The person I spoke with at front desk said there was a glitch and only the general mgr could address it. I lost the 2023 week. I want to understand how it happened, if a refund is due, if that 2023 week can be banked, or what?

      Business Response

      Date: 01/25/2024

      In the process of trying to reach ******************. She will not lose her week. The week she thinks was banked for 2023 was actually 2022.  Ms still has her week to use. I am emailing Ms today with this information since I could not reach her by phone and could not leave a message.

      Thank you,

      ***********************

      General Manager

      Customer Answer

      Date: 01/31/2024

       
      I am rejecting this response because:

       

      Thank you for your help. I saw the notice from Smoketree saying that I did have the 2023 week to use. 

      I called Smoketree yesterday to have the 2023 week deposited with a timeshare trading company. I spoke to a woman at the front desk, she took my info and said her manager would have to call be back. So far, nothing.

      I'll call again later this evening or tomorrow. If they don't want to call, they can email me.

       

      Thank you,

      ***************************

      Business Response

      Date: 02/09/2024

      My office has spoken with ****************** and we have gotten her weeks to her and banked for Ms. *************** should be resolved. 

      Thank you,

      ***********************

      General Manager

      Smoketree Lodge

    Smoketree Lodge is BBB Accredited.

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