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:11/14/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Got to The Ravens Nest chalet by Cabins For You and the driveway was so steep and covered in wet leaves we couldnt get up the mountain. Went down to the office which HAD CLOSED 10 minutes early and therefore had noone to talk to. Called 800 number and WAS LIED TO by the first woman i talked to. She never called me back like she said and finally went and got a hotel for the night. They sent someone to “clean the driveway” they cleaned off 4 ft of a probably 600 ft or more deadly driveway and piled the wet leaves higher up in the middle of the driveway. Then lied to again by another woman saying a manager would call. SHOCKER never received a call. Lies lies and more lies. Chalet village was NEVER like this! I have stayed with them multiple times over the past 20 yrs. NEVER AGAIN!!! They took my money and no calls to discuss any type or refund or partial refund

  Customer Answer

  Date: 11/15/2023

  I have since been contacted by the company and we have resolved this issue to a fair and reasonable resolution.   I no longer need the BBB to get involved and would like the case closed.  

• Initial Complaint

  Date:11/07/2023

  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 booked Hibernation Hideaway cabin from Cabins For You for over $10,000 for 6 nights with several other couples for the dates of Oct. 15-21, 2023. This was a very large cabin with 9 bedrooms. Upon arrival, we immediately noticed that many of the TVs did not work and we soon discovered a roach infestation that was totally disgusting, as they were the german roach type and they were visible not only all over the kitchen counters, drawers, etc., but also in the bedrooms, bathrooms, and other areas of the cabin. The person who organized our rental, Lori Estess, complained to Cabins for Us and was told that they has just sprayed. To make a long story short, I began researching the reviews and found many reviews (through other companies or VRBO) indicating that this infestation was a continuing problem that had not been resolved. Other issues with TVs etc., had also been reported and apparently not rectified. This is WAY TOO MUCH money to spend on a rental property in this already well documented abhorrent condition. I was disgusted throughout the trip and had to be cautious when i got home not to spread this even further into my own home. Although the company did agree to refund a small portion of our rental fee, I do not feel that the compensation was adequate.

  

  Business Response

  Date: 11/21/2023

  We regret hearing your cabin getaway did not meet expectations, *****, and we are deeply sorry for the poor experience. We completely understand how frustrating it must have been to deal with inoperable amenities and pests during your stay, and we're truly sorry for the disappointment these matters caused. This is not the vacation we aim to provide, and we hate you and your party were affected by this. Please know we take all feedback seriously, and we're working diligently to address all areas of concern at the cabin as quickly as possible. We have shared your experience with the appropriate departments to ensure a thorough inspection of the property and an action plan to prevent similar issues from occurring in the future. We understand that the original offer presented to you was not satisfactory, and we appreciate your patience while we worked with the reservation holder to come to an agreeable resolution for the inconveniences endured. We, again, cannot apologize enough for your poor experience. We truly appreciate your honest feedback, and we hope to have the opportunity to host you again in the future to provide you with a more relaxing experience.

  

  Business Response

  Date: 12/11/2023

  *****, we completely understand how disheartening this situation must have been for you and the rest of your party. We genuinely care about our guests and never want anyone to feel neglected or uncared for, and we regret knowing you were made to feel this way. Please know that we are doing everything in our power to address the reported concerns and bring this cabin back up to our standards. We want to assure you that we are committed to making sure this does not happen again in the future. Our Guest Services team spoke with the reservation holder regarding your experience, and they reached an agreeable resolution for the troubles. We understand the offer presented may not have been what you were hoping for, and we are truly sorry for any frustration this may have caused; this is the most we're able to offer in this circumstance. We, again, sincerely apologize for your poor cabin experience. This is certainly not the vacation we hoped to provide. 

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company did not disclose this issue to us prior to our arrival at this cabin even though there is now clear evidence on the Expedia website that Cabins For You knew this cabin was infested with roaches for some time.  Instead they indicated that they had just sprayed and that was why we were seeing roaches.  When Ms. ****** agreed to the compensation, she wasn't aware of the previous reviews that clearly indicate an ongoing problem.  I will take this us with the Board of Health and post my own reviews of this company's business practices.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/01/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Trip was October 23 til 29 to Gatlinburg Tn. We arrived with double doors downstair wide open to ouside. (bugs, snakes bears) a concern. During our visit we had a shower issue on main floor and my mother of 84 could not climb stairs so she could shower. someone came by the next day and resolved the issue. the top floor bedroom faucet was broken. we had to cut off water and could not use it. fixed it next day. Had a leak in the kitchen from the upstairs shower twice during the stay. Once it poured on our drinks and food. we had to clean it up twice. No bedroom had a working tv. the workers said it had been that way the week before and owners would not respond then either. they had changed to wifi and needed roku sticks. We had kids who watched their own shows, my spouse is a huge football fan and could not get college football on Sat. My mother 84 watches her shows in the bed alot and had no tv all week. was very upset. we stay in the room alot. I spent too much time on the phone with them to be on vacation and my husband knew more about the tv issues than they did. He spent time trying to fix it before we called. I dont think anyone would appreciate all we went through and thats not even all. I was told they would have a manager call me and never did. was going to call me on the sun we left never did. was going to keep us updated on tvs and did not. Yes very frustrating. finally got a manager who offered 150. then 200. visa card or a voucher for 18 months for 300 and then 500 which would be ok if we could come back but I told him it would be 2 years before we can. we always go in the fall and next fall we have 2 weddings to attend 700 miles away at 2 different times. I told him they give 20% off alot online and that is what I expected and feel is fair for all our trouble. If he can do a gift cert he can do a visa card. He would not let me talk to the owners. His name was ****** a manager. I did find the owners online and left a message but no answer and no response.

  

  Business Response

  Date: 11/15/2023

  Pamila, your experience is truly concerning, and we cannot apologize enough for the inconveniences and frustrations you and your family experienced during your stay with us. We completely understand how unsettling it must have been to arrive at your cabin to find the doors downstairs open, especially with concerns for local wildlife. Then, dealing with inoperable TVs, leaks from the shower, broken faucets, and several other maintenance issues is unacceptable. This is certainly not our standard, and it is disheartening to hear that we fell short of providing you with a relaxing and memorable vacation. While we did our best to resolve most of your concerns promptly, it doesn't excuse the initial oversight. We appreciate you bringing these concerns to our attention right away, and we sincerely apologize for the worry and discomfort these matters caused. Please know we have shared your feedback with all departments involved for a thorough inspection of the property to ensure all issues are addressed diligently to prevent this from happening again. Although we recognize that our initial resolution offered was unsatisfactory, we are glad you could speak with management to reach an agreeable solution for the troubles you experienced. We, again, sincerely apologize for the inconveniences you all faced. Rest assured, this is not the vacation we strive to provide, and we would love the opportunity to serve you better in the future.

  Customer Answer

  Date: 11/16/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/30/2023

  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.

  Rented a cabin for me and my family. There was a major leak that ruined from the upstairs bathroom to the main floor that ruined my grandparents belongings. There was no hot water and we were unable to bathe in the house. I contacted the vendor, Cabins for You, the first day and they did nothing to accommodate us saying they could not offer anything until after our stay. A repair man came by to assess what is needed. He felt the water not getting hot and saw the leaks. He stated he needed to call a plumber but then the issues were never addresses. I had to find alternative accommodations for my family for bathing. There was an electricity issue in the basement bedroom that left us without power and we had to share a room to be able to see. I explained I did not want anyone in the cabin while we were not there since our belongings were inside to which they ignored. They only thing the vendor offered was a certificate toward a future stay with them. Then when Airbnb got involved they offered a 30% refund but with the service fees was only a at 15.8% refund. The cabin should have never been rented with no hot water. The vendor should have fixed the issues immediately or found my family another place to stay. I have videos that will not allow me to upload below but I can send them in if needed.

  Customer Answer

  Date: 11/05/2023

  Good morning, 

  I wanted to inform you that AirBNB refunded me $475.50. The vendor, Cabins for You,  uses the AirBNB platform and since the vendor did not address the issues AirBNB offered a partial refund. Personally, I don’t think this was enough with the amount we paid and the issues we endured from the vendor. 
  

   

  

  Business Response

  Date: 11/13/2023

  *******, we would like to express our sincerest apologies for the unpleasant experience you had during your stay with us. Dealing with a significant leak and other maintenance issues is unacceptable, and we regret the inconvenience and stress this caused you. Not to mention, we dropped the ball on communicating updates with you. This is not how anyone should spend their vacation, nor is this how we operate, and we are deeply sorry for the inconvenience. We appreciate you bringing your concerns to our attention right away and allowing us the opportunity to address these matters promptly. Although the vendor was sent out to address the issue, we recognize your request should have been treated with more urgency and care. We cannot apologize enough for the disappointment and frustration caused. We understand our offer was not your desired resolution; however, the refund and the additional gift certificate are the most we can offer. The refund has since been processed, and the certificate is still available to you should you change your mind. Please know this is not the getaway we strive to provide, and we hate the inconveniences you and your family had to endure. While we understand if you choose to stay elsewhere, we would love the opportunity to show you a better time in the future.

• Initial Complaint

  Date:10/23/2023

  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.

  Absolutely an unprofessional and joke of an operation. Rented a 12 bedroom cabin for the weekend of October 20-23, 2023. The water heater did not work. Their maintenance claims no parts available until Oct 23rd. No spare parts kept on hand. Their only offer was to move us to a 7 bedroom cabin (when we have 12 bedrooms occupied) - what a joke ! We paid over $7,000 for the weekend. Will never rent from these scammers again.

  

  Business Response

  Date: 10/31/2023

  We completely understand the disappointment and frustration you and your guests must have felt during your stay with us, *****. The issues you encountered are unacceptable, and we cannot apologize enough for the inconvenience. This was certainly not the experience we hoped to provide, and we have shared your feedback with all departments and upper management for further review to see where we can improve. Since your departure, we have worked diligently to resolve the hot water issue, and we truly appreciate you bringing your concerns to our attention right away. Please know that this is not the norm nor our standard, and we are taking all necessary steps to ensure that this matter is avoided for future guests. We are so glad that a member of our management team was able to speak with the reservation holder about the experience and were able to reach an agreeable resolution for the issues you all faced. We, again, sincerely apologize for your poor experience, and we look forward to serving you better in the future.

• Initial Complaint

  Date:10/04/2023

  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.

  On 8/28/23 I booked a cabin stay with Cabins For You from 9/1/23-9/4/23. On 9/29/23, I received a charge to my credit card for $14.99. I called customer service inquiring about this charge and was told I had signed up for a year membership to Cabins For You at $14.99/month when I booked. At no point did I sign up for any membership, and when I stated this, I was told the membership department wasn’t open. I was told they would pass along the complaint for review, and would receive a follow up email. Two days later, I called since I didn’t receive any follow up. I spoke with the supervisor and was told I had signed up for this membership when I booked and this selection is automatically “checked” when I book, and that I would have had to opt out 3 different times in order to not have signed up for membership. When I told them it was no where in the emails or bills that I had signed up they were unable to provide me any documentation showing that I had signed up. And according to them, since I had already stayed at the cabin I could not get out of this “membership” unless I paid all 12 months up front. They claimed I received a “membership discount”, however upon reviewing all my receipts and agreements there was no itemized bill showing the breakdown of charges and my discount. I inquired about this discount and the supervisor herself didn’t have access to this information and had to inquire with her director. After obtaining this information, she told me I received a discount of $135, but was unable to provide an itemized receipt. I even offered to pay the $135 discount I supposedly received to get out of this membership that would end up costing a minimum of $179.88 but her director also refused this. At this point I asked to speak to the director, and was refused, stating the director doesn’t speak with customers. Never have I encountered a situation like this in all the times I’ve vacationed with different rental companies. I was taken advantage of, and scammed.

  

  Business Response

  Date: 10/13/2023

  Thank you for your honest feedback, ******. We hate there was any confusion concerning our membership program, and we completely understand your frustration. Then to make matters worse, you felt taken advantage of, and your request for a prompt follow up wasn't treated with urgency and care. This is unacceptable and not the experience we strive to provide. We recognize that our rewards program terms and conditions may not have been clear, and we apologize for any and all confusion caused. Please know that we take all feedback seriously. We are committed to improving our processes to ensure we provide a better experience for all our guests, and we have shared your concerns with all departments involved. While we understand that you would like to cancel your membership, unfortunately, we are unable to cancel this year's membership until the full amount has been paid. However, we have canceled the auto-renewal to ensure you will not be charged again next year. We cannot apologize enough for the frustration and disappointment this matter has caused you. We value your feedback and would love to show you a better time in the future. Although we understand you may choose to stay elsewhere, we do hope your next getaway to North Georgia is more enjoyable.

  Customer Answer

  Date: 10/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 10/26/2023

  ******, as requested, we have sent the pricing breakdown to the email we have on file. We, again, apologize for the frustration this matter has caused. If there is anything else we can assist you with, please don't hesitate to reach out.

• Initial Complaint

  Date:09/18/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 rented a cabin from Cabin for You and they signed us up, unknowingly for a membership that costs $19.99 per month, we were charged twice. We emailed, called multiple times, asked for management (they did not provide info for contact), asked to be refunded and no longer charged. No one followed up or confirmed we are canceled from this membership. They did state we would need to pay for each month of an entire year to cancel, even though we did NOT choose to be signed up. Never received an email stating we were signed up and our cabin confirmation also did not state we were members or saved from this membership. There is also no website to see a membership or benefits. We would not benefit from a membership and would never sign up. This seems like fraudulent activity to us. We are requesting to be refunded and no longer charged. Their customer service has not been helpful.

  

  Business Response

  Date: 09/27/2023

  We regret there was any confusion regarding our rewards program, *******, and we appreciate you notifying us of your concerns. While the terms and conditions are outlined on the website, and there are prompts to accept or decline the membership during online booking, we understand this may have been unclear, and we deeply apologize for the inconvenience. We acknowledge that we could have been more efficient in following up with you, and rest assured, we have taken the necessary steps to address this with the relevant departments to ensure that this does not continue happening. This isn't the experience we want for any of our guests, and we, again, are so sorry for the frustration and dissatisfaction this matter caused. Please know we have since canceled your membership, and you will no longer be charged for this. We appreciate your honest feedback, and we hope for the chance to show you a better time in the future. Most importantly, we hope your next Smoky Mountain experience is more enjoyable regardless of where you stay.

  Customer Answer

  Date: 09/28/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the Cabins for You in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* 

• Initial Complaint

  Date:09/12/2023

  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.

  I booked a Cabin with Cabins for you and agreed to the Membership of 14.99 per month. Now that I have done my stay with them (stayed sept. 2-6, 2023), I am wanting to cancel my membership. However, I have tried contacting them by multiple phone numbers, email, and chat with no response or I am hung up on without a way to send a message. Now that I am reading how terrible CFY (cabins for you) is, I am now seeing that apparently it is an Auto renew with a mandatory 12 month payment. When I paid for the membership, I did not see anywhere of this disclosure and I am afraid that I will never be able to contact them and they will continue to try to take money from me as I am unable to contact them in any way.
  With this membership, there are also supposed to be free tickets to certain things. At the time of arrival on Sept 1st 2023, I was able to get free tickets to Titanic (based on the 3rd party website). When I went to call thier 3rd party, they mysteriously seemed to change the attractions you can get free tickets for once I have provided what I would have liked to be used. The 3rd party said that CFY changes the free attraction tickets whenever they like. This, also, was not well disclosed (if at all).
  This is a very slimy way to do buisness.

  

  Business Response

  Date: 09/22/2023

  We would like to express our deepest apologies for the difficulties you experienced while trying to contact us about your membership, ******. We understand how upsetting it must have been to encounter issues when trying to reach out for help, and we are truly sorry for the frustration this caused. Please know that we take your concerns very seriously, and this is not the kind of service we strive to provide. We have shared your feedback with the relevant personnel to investigate further to ensure this does not happen again. While the terms and conditions for our rewards program are laid out on the website, we understand there was a lack of clarity, and we apologize for any confusion. Our membership is a 12-month commitment and will auto-renew annually unless canceled once paid in full. We're glad you could speak with a member of our Guest Services team to discuss your concerns, and we have since taken care of canceling your membership's auto-renewal. We also want to apologize for any misinformation you may have received regarding our partnership tickets through Xplorie. We partnered with them to offer our members discounted tickets at various attractions. The attractions listed under complimentary activities are the attractions that have discounted tickets, and these options have not changed. However, those listed under additional activities are not included in the tickets package. It is never our intention to mislead our guests, and we cannot apologize enough for all of the confusion. We're truly grateful for your feedback and will continue working diligently to improve our processes. We would love the opportunity to serve you better in the future, but we understand your disappointment and hope your next visit to the Smokies is more enjoyable, no matter where you choose to stay.

• Initial Complaint

  Date:07/31/2023

  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.

  Our whole family of 21 stayed at the North Star River Falls and we paid $6000 for 5 nights. When we got there we discovered that the upstairs bedroom was hot and would not get cool. The outdoor fire pit on the main level did not work. I called the next day to let them know of these 2 issues. They sent someone out later and said bedroom issue was fixed but couldn’t figure out what was wrong with fire pit- electrical issue they thought. We found paper plates and monster cans stuffed in the gutter on the bottom level. Most importantly several of our young grandsons had spider bites and these boys slept in different rooms. Come to find out after talking to our kids everyone including me and my husband had big bites on our legs and arms. Every single family member had this. One of our grandsons went to the doctor for their spider bite. It really frustrates me to know how much we paid for this place and the issues we had. I will not recommend this company to anyone nor will I rent from them again.

  

  Business Response

  Date: 08/11/2023

  We're truly saddened to hear about your negative experience, *****. We never want our guests to face any discomfort while on vacation, and we recognize the disappointment this caused you and your family. Dealing with bedrooms not cooling properly, inoperable amenities, and pests is completely unacceptable, and we cannot apologize enough for your experience. Please know we take all feedback seriously and appreciate you bringing your concerns to our attention. Although we weren't aware of the pest issues during your vacation, we've sent pest control out to inspect the property and implement preventative measures to ensure it doesn't happen again. While we're glad we could send maintenance out to address the AC, we regret hearing the firepit was not fixed for you to enjoy during your stay. Again, we're so sorry for the inconvenience, and we're glad you could speak with a management team member to discuss your experience. We understand our offer was not your desired resolution; however, this is the most we're able to offer, and we have since emailed the gift certificate to the email on file. Please know this is not our norm, and we would love the opportunity to serve you better in the future.

• Initial Complaint

  Date:07/21/2023

  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.

  3 Adults / 3 Children
  Cabin Name: Smoky Waters Lodge
  Total Stay Amount: $2,045.87
  Cabin Address: 2052 Cougar Crossing Way, Sevierville, TN 37862
  
  Rented a Cabin through Cabins for You for the dates of 7/5/23-7/9/23.
  Arrived at Cabin 7/5/23 evening. Did our initial walk through of the cabin. Private Pool in the basement was unbearable as the dehumidifier wasn't on/working. It was too hot and humid to use the pool. Also quickly realized that Wifi was not working. Called the management office the morning of 7/6/23 to report both issues. Was told issue would be resolved and someone would be to the cabin within 8 hrs to check on issues but would probably be sooner. 8 hrs went by and no response from management office. Pool was checked on while we were away from the cabin that evening, however once we arrived back to the cabin 12+ hrs after reporting the issue, still no wifi. Called office again, was told it was an owner issue and they were trying to contact owners. Called again on 7/7/23 because there was still no resolution. Was told maintenance would come check on wifi. Man showed up that morning/afternoon and said the router was bad. He said he called the office as well as the owners directly and told them how upset we were and that it was a simple fix. Maintenance guy left, and no response/resolution for the duration of our stay. Someone did come out to correct pool issue the evening of 7/6/23. Almost 24 hrs with no pool usage in that time. Wifi was needed for my daughters summer school and my husband's work. Because there wasn't wifi, only 1 tv worked out of the 7 offered. As a result we didn't spend much time at the cabin and had to spend more time out and about which meant more money out of our pocket. Called management office 7/21/23 and was told all they could offer was an $80 gift certificate. This is unacceptable. We weren't provided the amenities we paid so we are seeking retribution.

  

  Business Response

  Date: 07/25/2023

  ******, we completely understand your disappointment, and we're deeply sorry for the inconveniences you and your family experienced during your vacation. We strive to provide our guests with comfortable and hassle-free getaways, and we regret knowing we fell short of that. Although our maintenance team was able to fix the pool promptly, we understand your frustration with the delay in repairing the Wi-Fi. And to make matters worse, we dropped the ball on communicating with you. This is unacceptable, and we recognize we could have been more diligent in updating you on the status of your work order. Unfortunately, we had to order a replacement router, which caused the repair to take longer than expected, and we cannot apologize enough for the frustration caused. We have shared your experience with every involved department for further review to see where we can improve to ensure this does not happen to future guests. While we understand your desired resolution, we are unable to accommodate your request. The gift certificate towards a future stay is the most we can offer in this circumstance, and it is still available should you change your mind. We would love the opportunity to host a more enjoyable experience for you in the future, as this is certainly not the vacation we hope to provide.