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:06/26/2023

  Type:Billing 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.

  I booked a cabin with Cabins for you. To get about 200 off you had to agree to CFY charges of 14.99 for 12 months with your card. It wasn’t an account to log in or an app to see anything. It was solely with your card. When booking and speaking to an agent it didn’t say anything about auto renew. It said only 12 months. I just recently noticed the charges for today at 2am and was trying to figure out why I was being charged. I contacted the chat because I could reach anyone by phone. My chat ended briefly when I said upfront my issue. After saying it was a new reservation I finally got an agent. She provided the email to contact them, where as they stated I would only get a refund for this month and not the 14 months out of the 26 months I was charged from March 2021 to June 2023. From March 2021 to March 2022 I’m not disputing because I understood 12 months would have to be charged. No one ever called an said anything about continuing the charges or that it would auto renew.

  

  Business Response

  Date: 07/05/2023

  We appreciate you taking the time to bring this issue to our attention, *********. Despite our efforts, we understand that our terms and conditions may not have been as clear as they should have been, and we apologize for any confusion regarding our rewards program. As with any membership program, it is the responsibility of our guests to reach out to us if they wish to cancel, as it automatically renews annually. Regardless, we have shared your feedback with the relevant personnel for further review to see how we can improve and provide better clarity in the future. Although we're unable to accommodate your entire request, we have refunded 10 payments to the card on file and hope our revised offer is more suitable. We appreciate your patience and understanding, and we, again, apologize for the misunderstanding.

  Customer Answer

  Date: 07/05/2023

  
  
  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:06/16/2023

  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.

  My family and I stayed for a week in March of 2023 with Cabins for You in Gatlinburg in the cabin, Bearfoot Lodge. This cabin upon arrival had cable company and the management company working on issues. We checked in at 3:00pm and they did not leave until after 5pm. This cabin is pet friendly so we had our dog with us. We couldn’t leave our dog there with the workers inside the cabin so we had to stay while they were there. Upon arrival, I looked at the cabin and noticed that it was not clean and did not look like the pictures online at all. Stepped on the back porch and there were animal feces on the porch and broken glass all throughout the yard of this “pet friendly” cabin. The hot tub was also not cleaned and had dirty water in it. Called the management company and they sent the cleaner out who ended up not leaving until close to 7pm(we had 4 hours of someone in the cabin after check in). Cleaner cleaned the best that she could but cabin had been severely neglected and not maintained. The pictures online DO NOT REPRESENT THIS CABIN AT ALL!
  
  I contacted management company and they offer a gift certificate for the trouble, I refuse to stay with this company again based on this experience. In lieu of the gift certificate, I have asked multiple times to have the 14.99 monthly fee cancelled, and they will not cancel for the early checkin.

  

  Business Response

  Date: 06/30/2023

  ***, we completely understand how upsetting your arrival experience must have been, and we sincerely apologize for the inconvenience. Arriving at your much-anticipated vacation to find maintenance technicians still inside is definitely frustrating. Then to make matters worse, the cabin had not been properly prepared before your arrival, which is unacceptable. This is not up to our standards by any means, and we appreciate you bringing your concerns to our attention right away. We have shared your experience with all departments involved to review the online photos and to see where we can improve to prevent situations like this from occurring in the future. This is not how we wanted you to spend your vacation, and we, again, are so sorry for the trouble caused. We have since canceled your membership, so you will not be charged going forward. We understand the offer presented for your experience was not your desired resolution; however, this is still available to you should you change your mind. No matter where you choose to stay, we hope your next visit to the Smokies is more enjoyable.

• Initial Complaint

  Date:06/05/2023

  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.

  The cabin we rented from Cabins For You was filled with mouse feces. We were booked to stay at the cabin May 27th to June 4th, but left June 1st after they refused to have the mouse dropping cleaned, let us move cabins, or refund us for leaving the cabin early since it was filled with mouse feces. They sent out someone with poison baits for the mice, but told my husband and I to clean the mouse feces ourselves with the broom and dustpan in laundry room. The mouse feces were in both bathrooms downstairs, under all furniture in the living room, the stairs from basement, the fireplace, in the cooking utensils, in the laundry room, and in the bedding for the pull out couch. The morning I found mouse feces in my children's bedding I called to request the have them cleaned or asked if we could switch cabins. I said it was a health concern since you can get diseases from mouse feces and the lady said we could not get sick unless we touched the mouse directly and still refused to take further action as it was "common." My husband and I have stayed at tons of rentals in the country with no signs of mouse feces. If you read the CDC website, it even directly says not to vacuum or sweep mouse feces as they can contain diseases that could be released into the air and dangerous to breathe in.

  

  Business Response

  Date: 06/19/2023

  We want to express our deepest apologies for the disappointment and frustration you experienced during your recent cabin stay with us, *******. We understand the pest control measures we took for the mice did not fully address the issue, and we regret that we were unable to provide a satisfactory solution. While we did offer to send housekeeping, and we advised that it could be a little while, we recognize the frustration caused by our suggestion to clean up the feces yourself, and we cannot apologize enough. The issues you encountered are certainly not our standard, and we are deeply sorry that we fell short of meeting your expectations. Please be assured that our guests' safety and satisfaction are among our top priorities, and we take your feedback seriously. We are working closely with the respective departments to review our processes to ensure such incidents never occur again. We hope this experience does not deter you from revisiting the Smokies for a more enjoyable experience, regardless of where you choose to stay.

  Customer Answer

  Date: 06/20/2023

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

  My wife asked for housekeeping and the lady on the phone said they would not come because we were currently occupying the cabin. My wife then asked for a different cabin then, the lady said no. My wife asked for a refund on the last few days of the stay since we left early from health concerns, the lady said no. We sent an email stating we left early and once again the lady emailed back that it was not a health concern. The lady was not open to fixing the issue farther then setting poison traps and told my wife to clean the mouse feces herself with a broom and dustpan. Housekeeping was not openly offered. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 06/27/2023

  *******, we sincerely apologize for any confusion caused by our processes. We understand that we could have communicated the housekeeping procedure more clearly, and we are so sorry for any miscommunication. We wanted to make sure you were aware of all your options, and in doing so, we regrettably suggested a solution that was not ideal. This is not our norm, and we are deeply sorry that this issue led to you cutting your stay short. We value the safety and comfort of our guests, and we have procedures in place to address any problems that arise. Since we were able to send pest control to your property to rectify the issue, we could not move you to another location. Please know that our intention was never to prevent you from receiving housekeeping services. We are committed to providing a memorable vacation experience, and we hate we dropped the ball in this case. We, again, cannot apologize enough for the discomfort you experienced during your stay. We truly understand your disappointment, but unfortunately, we're unable to accommodate your request.

• Initial Complaint

  Date:06/01/2023

  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.

  I rented a cabin from May 29 - June 2 and paid nearly $2000 for those days. The cabin did not provide the basic necessities you would expect, such as anything to wash the dishes with or toilet paper. This is what you’re paying for - the convenience of a home stay without having to bring everything and the kitchen sink from home. Customer service was abysmal. You’d think if someone pays $2000 you could give them an extra roll or two of your 1/4 ply toilet paper that takes 20 wipes to get yourself clean. Shame on this company exploiting tourists in this area.

  

  Business Response

  Date: 06/14/2023

  Ashley, we are truly sorry your cabin stay did not meet expectations. We understand how frustrating it can be to arrive at a property and find that you do not have all the expected essentials. We do apologize for any miscommunication regarding what is provided in our properties. While our arrival email lists the items we offer, we recognize we could have been more proactive in ensuring you were aware of any extras you should bring. We only supply a starter amount of toilet paper, trash bags, paper towels, dish soap, towels, and washcloths, and we, again, apologize for any confusion. As we continue to grow and improve our processes, we appreciate your honest feedback. We have shared your experience with the appropriate personnel and upper management for further review. We hope to have the opportunity to host you again in the future and provide a more enjoyable experience.

• Initial Complaint

  Date:04/24/2023

  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.

  When we arrived the cabin was in unacceptable condition. The hot tub was not working. The floors and walls were dirty.
  
  This is the most important part. The toilets leaked from the ceiling. After a ten hour drive my daughter was ON the second floor toilet. My wife flushed the third floor toilet my daughter on the toilet below got a shower of (best case scenario) toilet water. I immediately called management. No response. I sent an email. No response.
  
  My girls, understandably, did not want to stay in the facilities that were obviously faulty. We went to the Hilton to shower and sleep. Finally around 10pm I got ahold of a human being. The attendant stated that she would alert her manager to the situation at their 9am meeting and get back to me. The next morning I received no communication. Called again. No response. Emailed again, no response. Finally on Sunday I called for the twelfth time and got a human (****). **** stated that we had checked out without giving them a chance to rectify the situation and their fire were not entitled to any compensation. Furthermore, she claimed that maintenance had been out and found no evidence of a leak. **** stayed with absolute resolution that because we had “checked out” the case was closed that they had no responsibility towards my family.
  Several things wrong here-
  First, we were NEVER informed by anyone of any decision and never informed of an opportunity to meet maintenance.
  Second, while my emailed said that we were “not staying there” I NEVER used the language “checking out.” I still had paid for the cabin, and still do as I wrote this complaint.
  Third, the door code has been changed and we are not able to access the property again so as to document the unsanitary conditions.
  Fourth, my emails specifically mentioned that the sewage leak was the main issue but there were several other issues. So therefore none of those other issues were addressed and I had no opportunity to express those concerns.

  

  Business Response

  Date: 05/05/2023

  ******, we would like to sincerely apologize for the issues you faced during your arrival. Your experience is unacceptable, and we understand the dismay it caused you and your family. We appreciate you bringing your concerns to our attention right away. Although maintenance was dispatched immediately, we were unable to detect any leaks upon inspection. Please be assured we are closely monitoring the property to ensure this issue does not persist. We acknowledge that we could have communicated better and apologize for any confusion or miscommunication. It is our top priority to ensure the safety and comfort of our guests, and we are disappointed to know we fell short. While we understand your decision to find other accommodations, we regret not being able to address your concerns before you left. Again, we are truly sorry for this poor experience. We hope your next trip to the Smokies will be more relaxing, no matter where you stay.

  Customer Answer

  Date: 05/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This response is a mixture of corporate speak and out and out lies. When I contacted customer care on Friday evening, the attendant specifically told me that I would be contacted first thing Saturday morning by upper management.  I was never contacted. I have verifiable proof that I called over a half dozen times I have receipt of multiple emails sent to your customer care line.  If maintenance was dispatched immediately, there must be some proof of this. There also must be some proof that your company attempted to contact me. I have asked multiple times for this proof and it was not provided you also claim that I checked out on Friday night I stated that I was not staying at the cabin under the current conditions. I never used the language “checking out.” do you have proof of this phone call but you refuse to send me a copy of the phone call. 
  Furthermore, not only did I state that the toilet leaking on my daughter through the ceiling was only one of a list of reasons why the cabin was unsanitary. The floors were dirty. The walls were dirty the baseboards were dirty. The bedding was crispy. I clearly stated that I had a list of concerns, but the biggest was the leak.  I did not get a chance to go through these concerns with you because you did not contact me. 
  Furthermore, I finally got a hold of customer care on Sunday for a very unsatisfactory phone call of which you have a recording. I was told that I would be able to go back through the property to document the situation. Your company simply did not contact me again. Now you are claiming that I have no proof.  
  The first one that I was contacted by your company was Monday afternoon. I was already on the road home.
  I have asked repeatedly for some sort of refund, and if you are not open to some sort, I would like proof of all of your claims. I get the feeling that you are not providing proof because you have none. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 05/16/2023

  ******, we completely understand how upsetting this experience must have been for you and your family, and we are truly sorry for the discomfort caused. Our company's intention is never to deceive our guests, and we deeply regret that we made you feel this way. Although our maintenance team did not detect any leaks during the first inspection, we immediately scheduled a vendor to come out and assess the issue for a second opinion. Upon review, the vendor confirmed that a leak was present, and we take full responsibility for this mishap and the misinformation given. We are glad you could speak to a member of our management team about your experience, and we have since issued a refund to the card on file. We, again, are deeply sorry for your poor cabin experience, and if given the opportunity, we would love to provide you with a better experience in the future.

• Initial Complaint

  Date:04/24/2023

  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.

  4/21/23 Cosy Bear 856. False advertisement! The pictures on the website do not match the current state of the cabin. The code sent to us did not work. Dirt and dead leaves from last fall all over the porch and walk way, hot tub is covered in a worn out tarp with ropes tying the tarp to the hot tub, dirt and leaves in the hot tub, smelled like dead fish. The furniture in side is broken, stained and worn out. Smells musty and moldy. I am allergic to mold and could not chance an allergic reaction. The master bedroom furniture is broken, the mattress is nasty and stained with pee and only God know what else. The master closet is full of stuff, with cob webs and dust everywhere. The master shower has dirt, mold and is nasty. The 2nd bathroom shower is nasty as well. There are dead bugs and bird poop inside the house. The heat was set at 90 degrees when we walked in. There is dust, dirt and stains everywhere. I did not feel safe staying in that nasty cabin. The stairs leading from the road down to the cabin shake and wobble as you go down them. We spent 30 minutes in that cabin and my allergies started bothering me. We had to leave and go to a hotel. There is no way I am sleeping on that nasty mattresses or in a cabin I would have to spend my vacation time cleaning so my family could relax. We never received a bill but we paid $836.92 to stay 2 nights for a cabin that rents for $173.00 a night. I want a full refund of my money, I have 25 plus pictures to back this up. Which I have sent to Cabins for You on 4/21/23. I am unable to upload pictures to the system due to unexpected error.

  

  Business Response

  Date: 05/05/2023

  We completely understand how alarming and disappointing your experience must have been for you and your family, *****, and we are truly sorry for the issues you all endured. We never want our guests to feel misled, and we regret knowing you felt otherwise. This is not our standard, and we are currently taking steps to address the issues you have brought to our attention. We appreciate your honest feedback and are continuing to review how we can improve our services to prevent this from happening again. We cannot apologize enough for the trouble this caused you all. We have issued a full refund and processed this to the card on file. No matter where you stay in the Smokies, we hope this experience does not deter you from returning for a more enjoyable getaway.

  Customer Answer

  Date: 05/05/2023

  
  
  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:04/05/2023

  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.

  Upon arrival at the cabin on 3-24-2023, we were greeted with a dusty and unclean floor. With further inspection we had found that there were still hairs on the sheets, and the mattress were heavily stained, ceiling fans were not dusted, window seals not wiped, tub stoppers are riddled with mold on the bottom part. We also left two shirts on the dining room table last night and woke up to a powder substance that appeared to be wood shavings. The hot tub doesn’t have sufficient water levels and has an odor coming from it. The interior walls and door are coated in dust. Along with the cabin not being clean, there is a small stream of water running down the downstairs bathroom wall and there is black mold on the walls, baseboards, and the ceiling and it appears this leak comes from the top-level loft. This appears to be an issue that would has been a happening for a while. The air returns are covered in dust and hair fibers. Floors are gouged and scratched. There are a couple light bulbs not working. The porch is in disarray with unstained boards and boards that could cause splinters. Trim along some of the interior windows are popping off, and some of the blinds are missing rods to open and close the blinds. A couple of the toilet seats a heavily worn. Then using the washer and drawer to wash the sheets that were on the beds the dryer after 20 minutes made the bathroom beside the laundry room unbearably hot and humid when the bathroom hadn’t been used. When trying to contact someone that could help me, I had contacted several different people however after about 5-10 minutes being on the phone with them the call would end every time. When finally, having talked to a customer service representative we were told there was nothing that they cold do because there wasn’t a manager available. The pictures online showing this cabin are clearly taken when the cabin was new, the pictures are very misleading and does not represent what you would be staying in.

  

  Business Response

  Date: 04/14/2023

  *********, we first would like to sincerely apologize for your poor cabin experience. To arrive at your cabin only to realize the property had not been cleaned properly is infuriating, to say the least. Then to make matters worse, you encounter maintenance issues on top of problems contacting us. The troubles you faced are unacceptable and certainly not how we operate, and we cannot apologize enough for the inconvenience. Although we wish we had known about all the concerns mentioned during your stay, we appreciate you bringing these matters to our attention. All departments involved have been notified to ensure the property is inspected immediately and implement an action plan to address these issues promptly. No one should have to deal with something like this during their stay, nor should they have to spend their vacation on the phone. We understand your disappointment and frustration, and we, again, are so sorry for the trouble. A member of our management team has reached out to you regarding your experience, but unfortunately, we were unable to reach you. While we cannot accommodate your request, we look forward to hearing from you and working with you on an agreeable resolution for your stay. We would love the opportunity to serve you better in the future, as this is not the vacation we strive to provide. 

• Initial Complaint

  Date:02/22/2023

  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 currently stayed with a group of other families in “Splash Mansion” cabin in pigeon forge, from Feb 17th (Friday) to Feb 20th (Monday). When we arrived on Friday the first floor bathtubs and toilets filled up with sewage. We went with 10 families in this 11 bedroom 11 1/2 Bath for the amenities and for all kids to be able to be together on a vacation. We had a total of 34 people, 24 were children with 3 toddlers and a pregnant woman who need the handicap bathroom on the first floor. We spent hours on the phone with cabins for you starting at 3:30 pm on the 17th. We were told that we would have to leave the cabin for 4 hours and the problem would be fixed… no one was ever sent to the cabin. The next morning we continue to call and talk to multiple people as no one could use showers or bathrooms and we had to drive to gas stations to even wash our hands. They finally sent their “maintenance crew” which was 2 guys that came with a plunger. We were told by them that they could not fix it and we needed a plumber. After calling multiple times again we were told that a plumber would not be sent and we could move to a 5 bedroom cabin. We used this cabin to take showers and use bathrooms after a 30 min drive for 34 people but it would have been impossible to fit everyone so we had to stay in splash mansion with sewage because they did not have another cabin for us. This is completely unacceptable for a company. Their option to make this right was a 25% refund and a $1500 credit for next time. Lol. Like that will happen. We asked for a port-a-potty, a plumber, or anything. The maintenance men said it was just a clogged pipe that needed to be “snaked” and any plumber could do it. Yet when I told the customer service people this they said it wasn’t that simple and there was nothing they could do. This was one of the many problems but allowing toddlers and children to sleep around raw sewage is unacceptable.

  

  Business Response

  Date: 03/06/2023

  ***** please know we completely understand your frustration, and we cannot apologize enough for the issues you and your party endured. No one should have to deal with problems with sewage, especially while on vacation, and we regret that this happened during your stay. We appreciate you bringing your concerns to our attention right away. We worked diligently to address this matter during your stay, but unfortunately, another vendor had to come out, and we were unable to schedule an appointment until after your departure. While we did offer every option we had available for the inconvenience, and ultimately, the decision was made to stay at the property, we know how upsetting and infuriating this entire ordeal was. We are grateful for your honest review, and please be assured we're doing everything possible to ensure something like this does not happen again. Our management team has been in contact with the reservation holder to discuss what we're able to offer for this poor experience. We, again, are deeply sorry for the inconveniences you and your guests faced, and we completely understand your overall dissatisfaction. We hope this does not deter you from visiting the Smokies in the future for a more enjoyable experience, no matter where you choose to stay. 

• Initial Complaint

  Date:02/16/2023

  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 arrived to a cabin on our anniversary and there was no hot water to BATHE. There was no sign about the water or any issues with the water on the bath tubs. The repair man did not show up until noon the next day and we had to have our vacation interrupted and wait for him to fix the water and outlets. This cause frustration on our anniversary, trying to find outlets in the cabin that worked and we were late for our dinner reservation and not dressed because the cabin was a complete fail upon arrival. Now, Cabins For you is refusing to refund any portion of our stay for the inconvenience.

  

  Business Response

  Date: 02/28/2023

  We can imagine how upsetting your experience must have been, ******, especially dealing with issues when you're supposed to be celebrating your anniversary. By no means are the troubles you encountered acceptable to us. This is certainly not how we wanted you to spend your special occasion, and we're so sorry for the inconvenience. While we're glad we were able to send maintenance out as soon as possible, we understand how frustrating this ordeal was and the effect it had on your vacation. Unfortunately, the water issues occurred because the hot and cold water controls were installed incorrectly. We recognize we dropped the ball in making sure you were aware of this issue. Regardless, this should have been resolved before your arrival, and we appreciate you bringing your concerns to our attention right away. We understand the offer presented for your trouble was not your desired resolution; however, this is the most we're able to offer, and it is still available to you should you change your mind. We, again, are so sorry for your poor experience. This is certainly not how we want any of our guests to feel during their getaway. Although we would love to serve you better in the future, we understand your hesitation to give us another chance. We hope your next vacation in the Smokies is more enjoyable, no matter where you choose to stay. 

• Initial Complaint

  Date:01/25/2023

  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.

  Reservation #: 249655
  Rental Property: Splash 'N Mountain Lookout
  Arrival: 01/13/2023
  Departure: 01/16/2023
  
  Paid $2,207.50 for 3 nights stay at said property. Upon arrival, there was no water to the cabin. When the first member of our party arrived at the property late afternoon, they encountered a property representative arriving on the premises at the same time. Representative indicated they were there to service the plumbing yet no member of our party had called as we were not yet aware of the issue. We were told various stories of why there was no water ranging from "a meter issue" to "a problem with the HOA." Cabins for You indicated that the water service would not be restored for the entire weekend and attempted to place us in a comparable property but none was available.
  
  After no placement in a comparable property was offered and being told that there was nothing they could do to restore water to the facility, we engaged a utilities service professional who was finally able to restore service later that night. Then, approximately two hours afterwards it became apparent the HVAC was not working. With sub-freezing temperatures and advanced senior occupants in our party, we were forced to try and maintain a livable temperature by utilizing the oven and range in the kitchen. Multiple attempts to contact maintenance were unsuccessful as they would not answer the phone, respond to voice messages or reply to texts. Then they showed up late the next morning.
  
  When contacting Cabins for You representative again upon checkout, the agent was rude and actually hung up on us. Upon researching their feedback on-line, it has become apparent that this is common behavior for this organization.
  
  We simply request reimbursement for the first night which left a party of fourteen stranded with no alternative options and was a total breach of contract on the company's part.

  

  Business Response

  Date: 02/07/2023

  *******, first, we would like to start by sincerely apologizing for your poor experience. Arriving at your cabin to find the property was without water, followed by the heat going out downstairs, is very disappointing. Then, being made to feel like your concerns weren't heard or treated with urgency and care is unacceptable. This is not how we want anyone to spend their vacation, and we regret knowing this was your overall experience. While we're glad we were able to have someone out as soon as possible to address your concerns, the cabin should have been ready for you before your arrival. We completely understand how alarming it must have been to deal with these matters, and we cannot apologize enough for the issues you and your guests endured. We understand our original offer was not your desired resolution, and we have shared your feedback with upper management for further review. A member of management has contacted you with a new offer. Please be assured this is not how we operate, and we would love to serve you better in the future. 

  Customer Answer

  Date: 02/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18892954, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********