Complaints

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.

• Initial Complaint

  Date:07/19/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I rented a cabin from this company and for 7/12/2024 to 7/15/2014 and before i got to the cabin they sent me an email that one of the game machines was not going to be availible because we quit working when we go tho the cabinn i was not what the pictures looked like on the site where i booked the cabin i booked by the picture was really nice had a really awesome view it all looked really great that is why we booked the cabin but when we got there it was terrible walked upon the fron deck to the front door and all the boards we fadded really bad and had nail sticking thru the boards we went inside and overall the inside was looked good went to go on the back patio and spider webs were so bad you could not got ot to the deck went upstaire were the pool table was and it was so hot even with the air on you could not go upstairs till late at night
  and we wen to go out on the balcony fron the 2nd floor and the spider webs were so bad we could not go out there the tv in the bedroom never worked and could not use the hot tub brecause they had a tv above the hot tub and the had a box hanging by the wires and it was not safe to get in the tub because i was afraid the box would fall in the tub and we never used the big jetted tub on the 2nd floof because the cover on the side was off so was not sure if there was an issue with it all the decks had nails sticking up in the boards i ripped a hole in my sock because it cought on one of the nails this cabin is very outdated does not look like what they are advertising on the web site i talked to the company several times and they did not care we never left after we seen all the issue because when i booked the cabin they said no refunds so we had to stay the name of the cabin is Notty And Nice

  

  Business Response

  Date: 07/30/2024

  The issues you faced during your stay are completely unacceptable, *****, and we sincerely apologize your vacation did not meet the high standards we aim to uphold. Providing a positive experience for our guests is our top priority, and we're disappointed to know we fell short. Although we regret not being aware of the inconveniences you experienced during your stay, we truly appreciate you bringing your concerns to our attention. Please know we take your feedback seriously, and we have shared your review with all relevant departments for a thorough cabin inspection to review and address the reported issues. Additionally, we will carefully review the photos to identify areas for improvement and ensure that we accurately represent the cabin in our advertising. We, again, cannot apologize enough for your poor experience. We would love the opportunity to serve you better in the future.

  Customer Answer

  Date: 07/31/2024

  
  
  Complaint: 22011758
  
  
  
  I am rejecting this response because: I   should get half of the money i paid for the cabin because they are  advertising  the cabin i booked  the pictures  do not the cabin when i got to the cabin  and  i never got ot use the hot tub , the pool table and the tv in the bedroom did not work  and the arcade game on the 2 floor did not work and never got yo use the big tub on the 2nd floor  and the otside of the cabin was very nasty 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 07/31/2024

  *****, we understand and regret the disappointment and inconvenience you experienced during your vacation. Unfortunately, since the issues you encountered weren't reported during your stay and we were not given the opportunity to address these concerns, we are unable to offer any refunds. We see our guest services department contacted you 10 days before your arrival to let you know the Space Invaders arcade game was inoperable and would not be fixed during your stay. We understand how frustrating this must have been and apologize for the trouble caused. 

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello, I previously booked with this company before the Covid outbreak. I was not able to visit the location at that time. I have provided correspondence of following up on if there was an end date for the gift certificate, I was told not with Covid gift certificates.
  
  I have reached out to the agency to book a reservation with my gift certificate and the company is not adhering to our agreement.
  
  I have attached the gift certificate along with the receipt, correspondence showing customer service response with asking for an end date and the current response from providing physical proof of no end date for the voucher.
  
  I am displeased with the treatment and the company going against their agreement made. I would like your assistance to rectify this situation and the vendor to give back funds paid as they are failing to adhere to our agreement.
  
  I can be reached at ************ for additional details.
  
  Thank you,
  ****** *******

  

  Business Response

  Date: 07/08/2024

  ******, thank you so much for bringing this matter to our attention. We completely understand how frustrating this experience must have been, and we truly appreciate your patience while we sorted everything out. We've spoken with all departments involved and are happy to confirm that we can honor your gift certificate. We see you've already worked with one of our vacation planners to rebook your reservation. While we are glad we could reach a prompt resolution, we sincerely apologize for the inconvenience and any disappointment caused. Please let us know if there is anything else we can assist you with.

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We stayed from 6-6-24 to 6-10-24
  The A/C stopped working at 9 pm on 6/6 and we called several times throughout the night to get the problem resolved. In addition the carpet was stained with pet urine. The smell was compounded by the heat which never got below 80 throughout the night and into the next day. After several calls to the agent on call for the property management and nothing resolved that evening we called the next day and talked to two different agents- the first call was at 9:36 and then followed up with a second call at 9:59 to get an update on when someone would be able to come out and fix the AC and clean the carpet and get the satellite service operating for the tv. We were told that we would get an update every 45 minutes. We did not receive an update so we called again at 4:25 pm on Friday, June 7 and we told to call back in an hour to get further updates on when the cabin issues would be addressed.

  

  Business Response

  Date: 06/24/2024

  We completely understand how disappointing your experience must have been, Mark, and we sincerely apologize for the inconvenience this has caused you and your guests. Dealing with issues, especially when not receiving prompt follow-up, is unacceptable and is certainly not the standard we strive to provide. We're glad that we were able to relocate you to another property due to the issues you were experiencing, and we hope this made the rest of your stay more comfortable and enjoyable. Your feedback is important to us, and we want to express our deepest apologies for the trouble you and your party experienced. We would love to have the opportunity to host a more enjoyable stay for you in the future, as this is not how we wanted your vacation to go.

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My experience with Cabins for You "Paradise Mountain Retreat beyond disappointing; it was a nightmare. The cabins, built just two years ago, proved to be unfit for even the slightest rainstorm. On the very first night of my stay, as rain fell outside, water began pouring into my room from the ceiling. Despite what the supervisor, *******, claimed, this was not an isolated incident.As someone staying on the lower level, I watched in horror as my belongings, including my commercial drone and accessories, were ruined before my eyes. Seeking assistance, I spoke with *******, only to be met with a shocking lack of accountability. ******* coldly informed me that Cabins for You is not responsible for personal property damage in the event of fire or water.I was devastated. Not only was my stay ruined, but I was also left to deal with the aftermath of the damage on my own. To add insult to injury, their initial offer of a $600 voucher to come back and stay with them was insulting.But it didn't end there. They then took back that voucher and offered one for $1200, clearly a move to benefit themselves rather than rectify the situation for me. To make matters worse, they also offered to move us to an 8-bedroom cabin from the 12-bedroom one we had booked, despite knowing it was too small for our needs.I'm writing this review to warn others about the careless and profit-driven nature of Cabins for You. It's clear that they care more about money than the well-being and satisfaction of their customers. And this problem can't be fixed overnight. Save yourself the heartache and avoid Cabins for You at all costs.
  May 3rd
  $5,000

  

  Business Response

  Date: 05/20/2024

  *******, we are genuinely sorry to hear about the disappointing experience you had during your stay with us. It is deeply concerning that the cabin, despite being relatively new, failed to withstand the rainstorm, causing your stay to be very upsetting, uncomfortable, and unenjoyable. Your experience is unacceptable, and we completely understand your frustration. By no means is this the way we wanted you to spend your vacation, and we regret that our initial responses did not adequately address the situation. While we did offer to move you all to another location, we understand the property was smaller than your original accommodation. Unfortunately, we did not have a 12-bedroom cabin available to accommodate your party. Please know your feedback is very important to us, and we have shared your review with the appropriate departments for further review to highlight areas where we can improve. We truly appreciate you bringing your concerns to our attention, and we, again, sincerely apologize for the inconvenience and the distress this caused you and your guests. The offer we have extended to the reservation holder is the most we can offer in this circumstance. We understand the resolution is undesirable, but it is the most we can do. We cannot apologize enough for the inconvenience, and we hope your next visit to the Smokies will be more enjoyable, no matter where you choose to stay.

• Initial Complaint

  Date:05/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  APRIL 1-7 2024
  The sheets were not washed and had body fluid stains all over them. One bed had chip crumbs and dog hair all folded up in the sheets. (no pet cabin)
  1st call, Day 2 - an appology, we will send someone to change the sheets DID NOT GET DONE
  2nd call Day 3 - an appology, we will definalty send someone out today CAME BACK TO SHEETS IN A BAG AT OUR DOOR STEP
  3rd call Day 4 - an apology, we will send someone to bring new comforters ANOTHER BAG OF COMFORTERS AT OUR DOOR STEP
  We had to change the sheets on 4 beds ourselves on OUR vaction that we spent $1,700 on! Also, the arcade racecar game did not work (one of the main reasons I chose this cabin above the others I was looking at)
  4th call Day 4 - We wanted to speak to a manager, guy gets on the phone, applogizes and says he will send us a $240 visa gift card in the mail for all of our troubles. We agreed to it seemed fair for all of our troubles and nausea of knowing someone elses body fluids was on the sheets we had to sleep in the first TWO nights!
  FAST FORWARD 3 WEEKS
  We dont recive a gift card, I call to follow up, the gift card was not sent and they cannot find my call but they will send a $150 credit for a future stay, OH NO MA'AM I will never stay with y'all again. I want to speak to a manager, they put ****** on the phone, she apologized, and "found" my call and listened to it but the guy did not tell me he was sending a visa gift card, i told her to send me the call, she cant do that. OF COURSE because its a LIE! He said he was sending me a gift card for $240 and wrote it off. Instead of making it right and honoring what was told to us all ****** could do was apologize, said he is no longer with the company and she can send me a $150 visa gift card but thats all she can do. Still waiting on the visa gift card to come in.....

  

  Business Response

  Date: 05/07/2024

  ***, we're truly sorry to hear about the disappointing experience you had during your stay with us. Having to encounter inadequate cleaning and inoperable amenities is unacceptable, especially considering this is supposed to be your hard-earned vacation. We completely understand your frustration with the lack of follow-through on addressing your concerns promptly and effectively, and we deeply regret the inconvenience and discomfort this caused you and your guests. Please know this is not our standard, and we are truly grateful for your feedback. We have shared your review with all relevant personnel to take immediate action to prevent such occurrences from happening in the future. We sincerely apologize for any miscommunication regarding what we were able to offer and the delay in fulfilling our commitment to you. This is not how we wanted you to spend your vacation, and we cannot apologize enough for your experience. The visa has been sent out as of 4/26, with an estimated delivery of 5 - 9 business days. Please give our office a call if you do not receive this within the allotted time. Though we understand your hesitation, we hope for the opportunity to make this right and host a more enjoyable stay for you in the future.

• Initial Complaint

  Date:03/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 business is automatically signing you up for membership of 12 months when you are booking a short term/one time rental.
  
  This is something that is "auto" per the business and you have to uncheck in order to remove. This was a one time rental we used in town for a family wedding and seems ridiculous that they would be forcing people into this type of agreement with lack of knowledge and understanding and without even agreeing to something, we are being charged for it.
  
  After calling to find some agreement/understanding here, we were told there are no options even though they were made aware that we would never be coming back here to even maintain a "membership" that we never agreed to.
  
  Poor business. No willingness to have a conversation about misleading people and we feel like this a not acceptable business practices when the default is to ASSUME "yes" rather than giving people an option to opt in or out.
  
  Thank you for your time. We genuinely hope this happens to no one else and this feels fraudulent/misleading.

  

  Business Response

  Date: 03/15/2024

  ******, we sincerely apologize for any confusion surrounding our rewards membership. We acknowledge that while the terms and conditions are accessible on our website and there are prompts during online booking to opt in or decline the membership, the process may not have been as clear as it should have been, and we are truly sorry for any inconvenience caused. Please know that it was never our intention to mislead you, and we are actively working to improve our processes to make signing up for our rewards program smoother for our guests. We're deeply saddened to hear that you felt overlooked and uncared for when reaching out with your concerns, and we want to assure you that this does not reflect our usual standards of service. Your feedback has been shared with the relevant department, and we're committed to ensuring better guidance is offered in the future to prevent similar misunderstandings. We truly value you and your feedback and hope for the opportunity to serve you better in the future.

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We, I booked the cabin for March 1 to March 3 Friday we got to Gatlinburg at cabins for you Friday night. We noticed itching pull the covers back. There were bugs hanging from the ceiling they would not move us. We had to wait to Saturday morning for someone to come out and confirm that it was bedbugs and cockroaches down in the swimming pool area They refused to put us in another cabin because that was bedbug infested My Granddaughter, who is six years old had got beat up over 20 times her eyes swollen. They told me I had two choices I could get out go home reimburse my money in 7 to 10 days or stay and they’ll give me half of my money back . Everyone chose to stay only to sleep in the living room in the common area until we could find somewhere else to go. They refuse to conference us and put us in anywhere. They should’ve gave me my money back because you charge for a cleaning fee in a cabin that was truly infested then you treated us like we were the problem when we’re in her getting beat up y’all send some woman out Saturday morning that she confirmed it was invested, all the eggs were piled up in this room on this bed, and yet they still refused to give me all my money they refused to give us another cabin so Sunday morning we got up to leave. We were trying to dry and wash all our belongings so we wouldn’t take that stuff back home to our houses where we would have to spend hundreds of dollars to clean and you know maybe throw away our furniture off the back of staying in cabins for you Please don’t stay there. I don’t recommend them to nobody and if I have known that they had all these bad reviews I wouldn’t have never spent over $2000 to take my grandbabies there to get beat up by bugs and now she’s crying and hurt and upset. She can’t go to school cause her face is swollen and she’s got over 20 bites on her body make that make sense on a vacation that we were supposed to be enjoying

  

  Business Response

  Date: 03/13/2024

  *****, it saddens us to hear about the discomfort and inconvenience you and your family endured during your stay with us, and we completely understand your frustration. Dealing with bedbugs, among other pest issues, is very upsetting, and we cannot apologize enough for the distressing experience. Despite our routine bedbug prevention treatments and inspections for all our properties, unfortunately, 1% of stays are impacted annually, and we hate your family was affected by this. Once we received the report from pest control, we contacted you immediately to offer you all of the options we had available, and ultimately, the decision was made to stay in the cabin for the remainder of the stay. We recognize that this experience was not what you expected or deserved, and we apologize for the trouble and unsettling feelings it caused. Since departure, the property has undergone extensive treatment and been reinspected to ensure the pests did not resurface. Rest assured, we have shared your experience with every involved department, including upper management, to see how we can improve and better prevent situations like this from occurring in the future. Please know we value your honest feedback, and we truly appreciate you bringing your concerns to our attention right away. While we understand it was not your desired resolution, we've extended the maximum offer we can provide in this case. This is certainly not how we wanted you to spend your vacation, and we hope this experience does not dissuade you from revisiting the Smokies for a more enjoyable vacation, no matter where you choose to stay.

  

  Business Response

  Date: 03/13/2024

  *****, it saddens us to hear about the discomfort and inconvenience you and your family endured during your stay with us, and we completely understand your frustration. Dealing with bedbugs, among other pest issues, is very upsetting, and we cannot apologize enough for the distressing experience. Despite our routine bedbug prevention treatments and inspections for all our properties, unfortunately, 1% of stays are impacted annually, and we hate your family was affected by this. Once we received the report from pest control, we contacted you immediately to offer you all of the options we had available, and ultimately, the decision was made to stay in the cabin for the remainder of the stay. We recognize that this experience was not what you expected or deserved, and we apologize for the trouble and unsettling feelings it caused. Since departure, the property has undergone extensive treatment and been reinspected to ensure the pests did not resurface. Rest assured, we have shared your experience with every involved department, including upper management, to see how we can improve and better prevent situations like this from occurring in the future. Please know we value your honest feedback, and we truly appreciate you bringing your concerns to our attention right away. While we understand it was not your desired resolution, we've extended the maximum offer we can provide in this case. This is certainly not how we wanted you to spend your vacation, and we hope this experience does not dissuade you from revisiting the Smokies for a more enjoyable vacation, no matter where you choose to stay.

  

  Business Response

  Date: 03/14/2024

  While we understand your desired resolution, *****, unfortunately, we are unable to accommodate your request. We know this is not the outcome you were hoping for, but the refund processed on March 3rd is the maximum amount we can offer. We hope you understand that we want to be fair to all our guests and have policies in place to ensure we provide everyone with the best possible service.

  

  Business Response

  Date: 03/14/2024

  While we understand your desired resolution, *****, unfortunately, we are unable to accommodate your request. We know this is not the outcome you were hoping for, but the refund processed on March 3rd is the maximum amount we can offer. We hope you understand that we want to be fair to all our guests and have policies in place to ensure we provide everyone with the best possible service.

  Customer Answer

  Date: 03/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely, that’s fine y’all are sad company that never going to do the right thing and eventually a lot of us that are written from you all and y’all doing the wrong way instead of reimbursing people are money that having this sad outcome we’re going to start boy cotton cabins for you I’m going to start a petition cause I got a lot of followers on TikTok and social media and I’m gonna start having people boycott cabins for you because I can imagine how many folks y’all have done this too giving them two options knowing that people are not gonna ride all the way back home where they came at Nana?????? sometimes 10 hours just to come to your cabins to feel like they’re gonna have a relaxation you know a nice time and we’re getting into nightmares with bedbugs that have been in your cabins but who knows how long and y’all charging people all this money for cleaning fees and then turn around and make us feel like worth the problem when you all are the ones who are dirty you are the ones who were in fasted and cause us to have a nightmare vacation so I’m most definitely start doing some petitions against cabins for you and other people so I can see who all you all have done this to and get on the lawsuit with an attorney. I’m gonna start talking to a lawyer, so trust me regardless of what you think may be OK with you I’m most definitely have a voice and I’m not gonna leave this with just the Better Business Bureau. I’m not gonna leave this with going back-and-forth with you, so this is definitely my last  message because you’re right you’re not trying to give me my money back because guess what I spent more money on cleaning up my stuff and my family and going to the hospital with me and my granddaughter that has been bit and infected by the bedbugs out of your cabin so I can imagine how many people that are all alone Yep, and other social medias were they didn’t have this experience with you all so I’m a definitely join in and try to get a lot of people to come in with me and we’re gonna go against and boycott against cabins for you because you are dead wrong and I’m in a process Nail?? of talking to attorney. Let’s see how far I get  a hard you get may God bless you and your company cause you definitely don’t bless the families that come down there they spend they own money only to pop up to end up with bedbugs in your cabin and you wanna do half your money that’s how y’all ripping people off so let’s see if they doing an investigation or how many people y’all have done this too. Have a blessed day. 
  
  
  
  ***** ******

  Customer Answer

  Date: 03/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely, that’s fine y’all are sad company that never going to do the right thing and eventually a lot of us that are written from you all and y’all doing the wrong way instead of reimbursing people are money that having this sad outcome we’re going to start boy cotton cabins for you I’m going to start a petition cause I got a lot of followers on TikTok and social media and I’m gonna start having people boycott cabins for you because I can imagine how many folks y’all have done this too giving them two options knowing that people are not gonna ride all the way back home where they came at Nana?????? sometimes 10 hours just to come to your cabins to feel like they’re gonna have a relaxation you know a nice time and we’re getting into nightmares with bedbugs that have been in your cabins but who knows how long and y’all charging people all this money for cleaning fees and then turn around and make us feel like worth the problem when you all are the ones who are dirty you are the ones who were in fasted and cause us to have a nightmare vacation so I’m most definitely start doing some petitions against cabins for you and other people so I can see who all you all have done this to and get on the lawsuit with an attorney. I’m gonna start talking to a lawyer, so trust me regardless of what you think may be OK with you I’m most definitely have a voice and I’m not gonna leave this with just the Better Business Bureau. I’m not gonna leave this with going back-and-forth with you, so this is definitely my last  message because you’re right you’re not trying to give me my money back because guess what I spent more money on cleaning up my stuff and my family and going to the hospital with me and my granddaughter that has been bit and infected by the bedbugs out of your cabin so I can imagine how many people that are all alone Yep, and other social medias were they didn’t have this experience with you all so I’m a definitely join in and try to get a lot of people to come in with me and we’re gonna go against and boycott against cabins for you because you are dead wrong and I’m in a process Nail?? of talking to attorney. Let’s see how far I get  a hard you get may God bless you and your company cause you definitely don’t bless the families that come down there they spend they own money only to pop up to end up with bedbugs in your cabin and you wanna do half your money that’s how y’all ripping people off so let’s see if they doing an investigation or how many people y’all have done this too. Have a blessed day. 
  
  
  
  ***** ******

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I believe it is crucial to bring attention to the issues encountered for the benefit of future guests and improvement opportunities.During our stay, we encountered several concerning issues that significantly impacted our experience. The claim of "hard" well water causing a yellow tint was not only inaccurate but also alarming. This water discoloration poses potential health risks, and it was disconcerting to find no prior warning in the property description. Transparent communication is key, and the lack thereof left us feeling misled.
  
  Our health concerns extended beyond the water discoloration to the presence of mold in the showers, bathtubs, and peeling walls. Mold exposure is known to be a health hazard, and it is disappointing that the property was not in a satisfactory state upon our arrival, especially considering the cleaning fee charged.
  
  Despite claims of cleanliness, visible staining in the showers and hot tub was evident, raising questions about the overall hygiene of the property. This, coupled with the lack of disclosure regarding these issues on the website, contributed to our dissatisfaction.
  
  Upon reviewing the property listing, it is essential to highlight that there was no mention or representation of the problems we encountered – yellow water, mold, and staining. The lack of transparency has left us feeling deceived.
  
  In light of these concerns, I feel compelled to share my experience with potential future guests. It is my hope that this review serves as constructive feedback for the property management to address these issues and improve overall guest satisfaction.

  

  Business Response

  Date: 03/11/2024

  *****, we understand that your stay with us did not meet the high standards we strive to provide, and we want to sincerely apologize for the discomfort you and your guests must have felt during your vacation. We are truly disheartened to hear about the inconveniences you all faced with hard water and discoloration, stains in the hot tub and showers, walls peeling, and more. And to make matters worse, you were left feeling misled and uncared for. This is completely unacceptable, and we want you to know we take your feedback very seriously. Our guests' health and safety are our top priorities, and we understand how alarming it must have been to experience these issues firsthand. We have shared your concerns with all departments involved to conduct a thorough inspection of the property to address these matters and take the necessary steps to prevent this from happening again. We cannot apologize enough for the inconveniences you and your guests endured, and we truly appreciate you bringing these issues to our attention. This is certainly not our standard, and we hope to have the opportunity to regain your trust and provide you with a more enjoyable stay in the future.

• Initial Complaint

  Date:02/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I requested to cancel my membership in January,and they charge me again,want my money back for both month ,January an February.I clearly said cancel my membership and I was told they will cancel
  Without any problem

  

  Business Response

  Date: 02/20/2024

  We are truly sorry for any frustration or confusion you experienced concerning our rewards program, *******. We aim to provide clear and concise information, and we realize there may have been a lack of clarity in our terms and conditions. Our membership program is a 12-month commitment. And while we have canceled your auto-renewal for next year, you will still be charged for the membership until the remaining balance is paid in full. We completely understand your disappointment and sincerely apologize for any miscommunication. We value your feedback and appreciate your honest review as we continue to grow and improve our processes. If you have any further questions or concerns, please do not hesitate to reach out to us.

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  we stayed at Jenny's View last week. We got in on Monday and Wednesday morning we had a leak from upstairs to our bedroom on the middle floor. I sent pictures with no response until Thursday. Soaked a bag of clothes. They said someone could come out I said we won't use that jacuzzi tub we was leaving on Friday. When we got back in on Tuesday from out and about in Pigeon forge the middle floor bedroom had water pouring in it. On our bed the closet all in the floor and our bathroom on middle floor. I had put new clothes and electronics in the closet all soaked. We couldnt sleep in our bed, upstairs had no bathroom to use that night. Someone came out Friday morning and turned the water off so that ment we couldn't finish cleaning up dishes, take showers or use the rresponse. Spoke with ****** said he would contact me back Friday after a meeting he never called. I contacted him yesterday with no results.

  

  Business Response

  Date: 02/08/2024

  *******, the inconveniences you faced are unacceptable, and we completely understand how alarming it must have been to encounter several leaks during your stay with us. We are grateful you brought your concerns to our attention right away, and we're so sorry for your disappointing and frustrating experience. While we're glad maintenance could come out to inspect the issues, we recognize we dropped the ball in treating you with more urgency and care. We realize how much this inconvenience disrupted your vacation, and we cannot apologize enough for your troubles. We see that you spoke with a member of our management team to discuss the available options for compensation, and we understand the resolution may not have been what you desired. Please know we have done our best to provide you with the most suitable solution, and this is all we're able to offer. Your gift certificate is still available to you should you choose to accept. This is definitely not how we wanted you to spend your vacation, and we would love to host a more comfortable and enjoyable cabin experience for you in the future.

  

  Business Response

  Date: 02/12/2024

  *******, we understand how frustrating this situation has been for you and apologize for the inconvenience. The team members you spoke to are the highest members of management available to talk to, and they've done everything we can to find a resolution that works. While we understand our offer may not be your desired resolution, it has been accepted and processed, and this is the most we're able to offer. We, again, are truly sorry for your experience and the disappointment it has caused.

  Customer Answer

  Date: 02/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: still not happy with the settlement! Owner **** ** ****** ******** should contact me. I do have photos of the leak being previously there from carpet to the ceilings.  This is ridiculous that they run a billion dollar company and can't even contact a person over a complaint.  While they live in there million dollar home in Carterville ga
  
  
  
  Sincerely,
  
  
  
  ******* ******