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:10/16/2022

  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 was notified couple days before our arrival that the projector bulb was out and jets for tub was not working. We was given 200 refund for that. Arrived to barking dogs all day and night. No sleep. We found dried blood stains on the main room comforter, hole in wall, pool was dirty, disgusting, and the ceiling was literally peeling off and falling down into the pool. The floor in the pool room was beyond stained with disgusting **** all over. The pool lining was corroded and gross. The jets in the pool barely worked, little ripple effect in the water. The carpet leading down into the pool room was old and nasty with holes, tears, dried ****, and stains. There were large cracks around the area surrounding the pool, broken tile. Large hole in wall, roaches. Cobwebs all over the cabin, spider nest. The grill was eroded and rusted out at the bottom. It was unable to hold any charcoal and a fire hazard. We wasted our time buying food and charcoal because we couldn't even use the grill to feed our kids. No washcloths. Wasp nests. Random underwear in dryer. The hot tub is inconveniently located in front of the cabin in view of the road with a large spider nest above it. Torn furniture. We notified customer service when we arrived of the issues. She told me to send photos of everything. We did. Didn't hear back so called again after a few hours. We asked for a different cabin, a refund, or partial refund to use on a different cabin they had due to not being able to enjoy any of the amenities that drew us to this cabin to begin with. She could offer us nothing. She told us to speak to the manager and they come in at 9 am but typically would not move anyone for 24 hours. She put in work orders. Pest control came confirmed roaches, sprayed. Sent 2 more emails. Same response. Told wait on manager. Pool cleaner came confirm need new pool liner its corroded and nasty. Ceiling falling into pool. Not useable. No manager ever contacted us. This is not right. We want a refund!

  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/31) */
  ******, this is certainly not how we want our guests to spend their vacation, and we sincerely apologize for your poor cabin experience. Our goal for all our guests is for you to have an enjoyable and relaxing vacation, and it's clear this wasn't the case. From being notified before your stay of some amenities temporarily not working, to arriving at your cabin to find concerns with cleanliness, issues in the pool room, and more, we absolutely hate your vacation did not meet expectations and we sincerely apologize. We're grateful you notified us right away of your concerns, and while we began working to address these things, unfortunately not all the issues were able to be resolved during your stay. Management has been in touch with you, and while we made an offer in an effort to reach a resolution, our offer was declined and we understand your decision. This offer is still available to you should you change your mind, and we've passed your comments along to the departments involved, as this does not meet our standards. We completely understand your disappointment, and we cannot apologize enough for all the dismay and frustration caused by this situation. We would love to show you a better time in the future, as this is certainly not our norm. However, we respect your decision to stay elsewhere, and we hope your next getaway to the Smokies is more enjoyable.
  
  
  Consumer Response /* (3000, 7, 2022/11/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Cabins for you offered me 600.00. That is 25% of what we paid for this vacation. We only asked for half of our money back. They did not even have the decency to refund us half of our money we spent for a cabin that we were unable to use any of the amenities at. We could of stayed at a plain cabin anywhere. It's a shame they advertised all these amenities and none was usable to us. Their response said temporarily unavailable. That's a lie. We was not able to cook for our children on the rusted, molded, and corroded grill. The entire cabin was absolutely filthy. We work hard for our money. This company broke our childrens hearts. I cant believe any company would do this to their customers. Are we supposed to let our small children swim in a pool where the ceiling is falling into it? Would they let their children do that? I certainly hope not. I hope other vacationers read this because this is how their families will be treated. How very sad. This is a shame and their response to resolution is less than pityful.
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  We completely understand your disappointment, ******, and we are so sorry for your disheartening experience. We recognize how frustrating your entire vacation must have been, and please know this is not what we want for any of our guests. We understand our offer was not your desired resolution, and ultimately, our offer was declined and not processed. However, this is still available to you should you choose to accept, and we would be more than happy to process this for you. We are truly grateful for your honest and detailed feedback. Though we understand this does not make up for the troubles you all had to endure, we have resolved most of the reported issues since your departure, with repairs scheduled for the remaining items. We, again, are deeply sorry for the inconveniences you and your family experienced.
  
  
  Consumer Response /* (4200, 11, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No 25% is not my desired resolution to a disgusting vacation cabin rental at Galaxy Splash. This is all they will give me back from our vacation. I asked for 1/2 but half of what we paid is too much for them. 25% refund is good enough for their guests to deal with roaches, blood stained comforters, erroded pool, cobwebs, spider nests, wasp nests, corroded and molded rusted grill, torn furniture, rusted vents, ceiling falling into the pool, barking dogs, stains on floor, ripped carpet, hole in the wall, no projector bulb, broken floor tiles, and no jets working in tub. They did not come by and bring any new linens, did not bring a new grill, did not fix the ceiling falling into the pool, did not come by and fix the hole in the wall, did not come replace the torn furniture or rusted vents. No one came and cleaned the carpet or fixed the broken tile. And they told us they couldn't do anything about the barking dogs all day and night. This company should ashamed of themselves calling this a vacation rental. I should of looked at reviews prior to booking anything with Cabinsforyou. I hope people do their research because this cabin was gross and disgusting.

• Initial Complaint

  Date:10/06/2022

  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 some cabins through Mountain Vista Rentals which merged with Cabins For You shortly after. The last payment was due and I received an email with a large balance remaining. I called and received a breakdown of charges which included $1000 worth of insurance I did not agree or consent to. Also extra service fees, 15% tax which is double the tax rate, plus GA excise tax for a total of $1400 more than agreed to. The manager on at the time dismissed me and stated I agreed to all the charges when I booked online. When I asked for proof she declined to prove and hung up. I have searched every where to escalate and there is no information anywhere for corporate office, management, or any way to resolve. These are fraudulent charges and this is a crime. I did not agree to any of it and they can not prove I did.
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/18) */
  we recognize where your frustrations lie, and we sincerely apologize for any and all confusion this situation caused. We pride ourselves on offering excellent customer service and are saddened to hear you were made to feel disregarded. This is certainly not our standard, nor is it acceptable to us. We have shared your feedback with the respective department heads to make sure this doesn't happen again. We're thankful you were able to speak with a member of our management team to reach an agreeable solution for this mishap. We, again, are deeply sorry for the inconvenience. We look forward to seeing you soon to serve a more enjoyable experience.

• Initial Complaint

  Date:10/05/2022

  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 rented a cabin last night called Paradise from cabins for you. The cabin had wet carpet and mold in the cabin as well as it dirty. Food on the furniture and the basement carpet was wet which had one of the bedrooms. We were offered no solution last night upon arrival. They said if we needed the downstairs bedroom then my husband and myself should sleep down there where it was wet and leave our kids up. We asked for another cabin or a refund and they said they could do nothing last night. We asked to speak to a manager last night. We were left on hold for quiet awhile and the lady came back and said no manager was available. The sheets smelled from where they had been damp. The finish was off the tops of every piece of furniture where it had been damp in there for so long. We paid $1000 for 4 nights. We even offered to pay for last night cause we did stay, but it was dirty we all slept in our clothes. This morning we finally asked to speak to the manager. We told her all the concerns. She said she would send maintenance out but she had 24 hours to correct it. This would have made us being there another night. I said we want moved or a refund. She said we have ways to dry the basement. I said it's moldy. She said well we have to come see, but we can dry the basement and have house keeping come later as well. We felt nothing was going to be done. We couldn't keep our kids there another day so we booked a room at the comfort inn. They called later and said we are going to move you to another cabin. I said we've already booked a hotel room. She said I told you we get 24 hours to resolve it. I said you also said the basement could be dried and housekeeping would come. Those were not resolutions to mold. So we had to do what was best for our family. She said well we aren't refunding your money. We are sorry you are disappointed. We just want a refund for the 3 nights we didn't stay to help pay for our hotel room.
  

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/18) */, we're so sorry to hear about your poor experience, and we understand your overall disappointment entirely. No one should have to deal with issues with damp carpets, dirty shower curtains, furniture, and smelly sheets while on vacation. This is unacceptable to us and certainly not how we operate. On top of that, you felt nothing was being done to help rectify the inconveniences you were enduring, and we recognize your request to speak with a manager should have been treated with more urgency and care. We truly appreciate you notifying us of your concerns right away and giving us a chance to attempt to make your stay more suitable. When a high-priority issue is reported to us, we do have 24 hours to rectify these matters, and we start the process as soon as the report is made. While management did offer to move you to another cabin, we understand your decision to decline our offer and find other accommodations. We did pass along your comments to all departments involved and have examined the property thoroughly to prevent this situation from happening again. Unfortunately, since you did check out before the issues were inspected and addressed, we're unable to offer a refund in this case. We completely understand your frustrations and, again, sincerely apologize for your poor experience and the dismay it caused you and your family. We would love the opportunity to show you a better time in the future, as this is not the vacation we wanted you to have. However, we understand if you choose to stay elsewhere. Most importantly, we hope your next vacation in the Smokies is more enjoyable.
  
  
  Consumer Response /* (3000, 7, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response. We were refused help when we first called the night we got there. We were told by cabins for you. It would be best for my husband and myself to stay in the wet basement and let the kids stay upstairs. No one should be left in a wet moldy cabin. It should have never been rented. Then we were told they were unsure of when housekeeping could come but maintenance could dry the basement. We were not willing to stay in the mold another 24 hours and should have not been asked too. That would have been 2 of our 4 night stay. It's total unacceptable to rent a cabin in that shape period. We should have been given a refund but they were unwilling to do that.
  
  
  Business Response /* (4000, 9, 2022/10/21) */
  We completely understand where you're coming from,, and again apologize for the dismay you and your family experienced during your stay. As we advised, this is not up to our standards and we sent out Maintenance as soon as possible to assess the situation. We did reach out to move you to an alternate cabin, but we understand you had left the property at that point and ultimately the decision was made to not accept the offer to move to another cabin. We do apologize for the negative experience you faced and truly hate this happened, however, we're unable to offer your desired resolution.

• Initial Complaint

  Date:10/03/2022

  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.

  Complained about several times about several tvs weren't working as well at the heating in the pool area and was told an electrician needed to come out to repair it. The refrigerator was not cooling and the ice maker was not making ice we had to go out and purchase bags of ice. Very inconvenient
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We can certainly understand how inconvenient the issues you encountered were,, and we sincerely apologize for your poor experience. Having to deal with inoperable TVs, a cold pool, a non-functioning refrigerator, and an ice maker is very disappointing. This is not the vacation we want to provide any guests. While we're glad we could send maintenance out promptly to address the TVs, we hate we were unable to resolve the issue with the pool's heater during your stay. And though we were unaware you were having trouble with the refrigerator and ice maker, we appreciate you bringing these matters to our attention. We're pleased to know you were able to speak with management regarding your experience. We understand our original offer was not your desired resolution, but we're glad we could reach an agreeable solution in the end. We, again, are deeply sorry for the inconvenience you faced during your vacation. We would love to serve a more enjoyable stay for you in the future, as this is certainly not the vacation we wanted you to have.
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response because this was a really bad experience. All of the amenities that we needed and or wanted were not in use. The refrigerator was the main source
  
  
  Business Response /* (4000, 9, 2022/10/18) */, we understand your disappointment and are deeply sorry for this encounter. We hate that the pool heater could not be replaced during your stay. And while we were able to fix 2 of the 3 TVs, we were unaware of the troubles you faced with the refrigerator. It would have been our pleasure to assist you with this matter had we known during your stay. The resolution we offered was accepted, and we sent this over immediately after confirmation. We realize this is not your desired resolution, however, we're unable to offer anything more. We do sincerely apologize for your negative experience, as this was never the way we wanted you to spend your vacation, and hope you will be able to enjoy time in the Smokies again.

• Initial Complaint

  Date:09/16/2022

  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 booked Scenic Solitude Retreat managed by Cabins For You.
  
  From date of check-in, I contacted this company about the roaches that we saw on the first night.
  There was no offer to move us to a comparable property. They just sent pest control a day later to spray which just stirred up the problem. We had to deal with this for FOUR DAYS!!!!
  
  I call yesterday asking to speak with a manager and I am told I would get a call first thing in the morning.
  No call!
  I call today and they tell me "WELL THE MANAGER HAS OTHER THINGS TO DO SO THEY WILL GET WITH YOU WHEN THEY CAN."
  
  I get a call finally after complaining and the only thing that they are willing to do for me is to give me a credit to visit one of their properties again within the next 12 months. I want a refund!!!
  
  I am concerned about taking roaches back to my own home or my family taking these disgusting pests home also!!!
  
  They were running around every surface of this THREE FLOOR, 12 BEDROOM, 12.5 BATH, INDOOR POOL property.
  And CABINS FOR YOU is just so nonchalant about how disgusting this is.
  
  Our check out was at 10a. THEY HAVE A NEW RESERVATION CHECKING IN TOMORROW. I'M THINKING THEY PROBABLY ARENT GOING TO DO MUCH TO MOVE THE PEOPLE WHO WILL HAVE TO SUFFER LIKE WE DID.
  
  It takes more than a day to fix the problem you all have!!!
  
  I understand this issue isn't something that can be fixed over night but how is it okay to let their paying customers continue to stay in an infested property!
  
  I have also found that another guest has stayed in the EXACT SAME PROPERTY WITHIN THE LAST TWO WEEKS WITH THE SAME ISSUE OF THE ROACH INFESTATION AND THEY HAVE NOT BEEN ASSISTED EITHER. I have stayed with the property company before and have had issues. I gave them one more chance.
  I do not want to deal with these disgusting people anymore and I WANT MY MONEY BACK! NOT A CREDIT!!!
  
  They have refunded other customers for similar issues! Why am I being treated differently?
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/26) */
  , this experience is completely unacceptable by all standards, and we are deeply sorry for your poor experience. Dealing with roaches during what was supposed to be a relaxing vacation is certainly frustrating, and we understand your dismay. On top of that, you experienced difficulty getting in touch with a manager in a timely manner, and you were made to feel uncared for by staff. This is by no means how we operate, and we regret to know this was your encounter. However, we appreciate you bringing this to our attention. Despite monthly pest control treatments and routine inspections, unfortunately, these pests persisted, and we hate you had to deal with this. While we're glad we could send pest control out to treat the property again, we understand how uncomfortable and inconvenient this entire situation was. We're working diligently with all departments involved to ensure this matter is taken care of efficiently and promptly, so we can bring this home back up to our standards. We're pleased that you were able to speak with management regarding your experience and reach an agreeable resolution for your troubles. We truly appreciate your honest feedback and taking the time to share your review. We, again, sincerely apologize for your overall experience and any and all stress it caused you. Though we understand if you choose to stay elsewhere, we hope your next visit to the Smokies is more enjoyable.
  
  
  Consumer Response /* (3000, 7, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We did not "reach" an agreeable resolution as you state!
  Your management, ***** offered me $800 originally as a coupon and $500 cash back from the cleaning fee to revisit one of your properties again but then turned the $800 to cash offer and took back the offer of the cleaning fee after I started I will never give you all my business again, out of roughly $5000 that my family paid. When I declined and asked for his full offer in cash, he stated he would only give $800. I again told him that this was not fair and I do not accept this offer because we should be compensated more especially since this is the second time I have gone through an issue with your company. He stated whether or not I say yes or no, he would be sending the $800 and he would be done with it.
  He was more concerned with getting to his weekend activities and saving his company money. He stated to me "it is Friday after 5pm and I have things to do and would like to enjoy my time."
  This conversation was recorded per your company guidelines and I also have this as well.
  **** also stated that this is a part of the market and roaches are common.
  I understand that you cannot control who comes into your properties as far as knowing their personal living conditions and the fact that they may bring things like this about. But for management to know that their property is infested with roaches and will not close access to the one property until the issue is under control, that is horrible.
  On social media, this property is advertised and you can see comments back up to about 3yrs. However, you cannot see any comments within the last year which is strange. There is also another customer who has stayed at this property within the last year who also complained about roaches in January of 2022 but posted to Google reviews.
  How is it that someone else has made this known and this information is not available on social media and well?
  **** also stated that in the contract there is a section about pests and roaches being common with your properties and in the area, which is a lie. I let him know that I still have a copy of the contract, which I signed before my arrival that has NOTHING about pests and roaches. I also was reviewing the documents while we were talking. He also falsely stated that this information is on your website, which again it is not.
  
  All of the damages that I have complained about with customer service as well as different management up to **** were stated by the other customer whose review was not blocked out on Google back in January 2022.
  
  There was also another customer that dealt with pests as will and stayed their full time in their infested property. They were given a full refund.
  
  I was told by **** that they had a special situation that required refund. He also tried argued that my situation wasn't special and we stayed the full 4days so I didn't deserve a refund, was his original thought. I again stated that the other customer admitted to staying their full time as they also had no where to go.
  
  I made the complaint of roaches within just a few hours from arrival. My family traveled 10hrs+ to get to the location. We couldn't just turn around and go home. Had we gone home within the time, we would still be in the place that we are today, without compensation. How was I supposed to relocate over 30 people after we spent close to $5000 at this property?
  
  An $800 offer is a slap in the face.
  
  
  Business Response /* (4000, 9, 2022/10/04) */
  We completely understand how you feel, *******, and again apologize that your stay with us was so disappointing. We never want our guests to feel as though they're not being heard or cared for, and we try our best to make things right. As stated, this experience is not acceptable and we are working diligently to ensure all pest issues at this cabin are resolved promptly. Since your stay, we've done additional treatments and we again apologize for all the frustration and dismay you experienced. The offer presented has since been refunded back to you. And while we understand this was not your desired resolution, this is the most we're able to offer. Regardless of where you may choose to stay, we do hope you and your family will be able to enjoy time in the Smokies again in the future.

• Initial Complaint

  Date:08/28/2022

  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.

  Stayed at Splash n View cabin. Reserved cabin in July. Was notified a week before stay in late August that heat pump for indoor pool was not working and water will be cooler. My young children could not use the pool. Didn't make any accommodations. The air conditioner on first floor was not working. The second floor had so much dust/pollen/mold my entire family got sick and couldn't sleep. Not safe for people to stay at.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/07) */
  We regret to hear of your disappointing experience,, and we completely understand your frustration overall. We know how upsetting it must have been to receive word that the pool heater wasn't working properly days before your arrival, especially when everyone was looking forward to swimming. Though the temperature of the pool was within a few degrees of the standard temperature, we understand it was a bit colder than anticipated and was uncomfortable to swim in. We sincerely apologize for this inconvenience and the dismay it caused you and your family. While we wish we had been notified of your other concerns during your stay, we appreciate you taking the time to bring this to our attention. No one should have to deal with inadequate cleaning or broken appliances while on vacation. Please know this is not the getaway we strive to provide to our guests, and we have shared your additional feedback with the appropriate personnel for a prompt property review. We understand the offer presented was not your desired resolution, but this is still available to you should you change your mind. We do hope for the opportunity to provide a more enjoyable vacation for you in the future, as this is not our standard. However, we understand if you choose to stay elsewhere, and we hope your next adventure is more relaxing.

• Initial Complaint

  Date:07/24/2022

  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.

  To start with minor problems: it was advertised as a propane grill with no propane but charcoal and no way to light it. There was dirty dishes in the cabinet, centipedes and sewer flies all over the bathrooms, no proper cookware to make a meal (tiny skillet, no spatula) and only 3 FORKS for 5 people.
  
  The major issues were a 2 day leak over the fridge that forced us to put down pans and bowls and our own towels and blankets to mop up. I called for towels and it was two days before we received replacements for bath towels we used for your mess.
  
  My child fell in the leaking water before we realized it was there, and hurt his ankle and back. He could have hit his head. There was water all over the floor dripping down from the ceiling. I called twice and emailed and no one bothered to come out. I was concerned that we could have had a fire from the leaking water Which was coming from behind an electrical panel. I also question whether the owner of this Kevin knows that maintenance does not respond to issues like this? We had a ceiling leak for two days and checked out and never once saw anyone.
  
  This cabin stay was a disaster had a negative impact on my family vacation, and I want compensation. They offered me a $200 credit on a future stay however I will not be coming back to that area and I asked her $200 compensation for my time in trouble which they refused. I told him that I had to use our bath towels and our sheets to clean up the leak. I had to use pots that we were supposed to be cooking in to catch water. They basically told me that this is a Home and things happen. However, this is not my home. It was a rental and I feel like that is their responsibility to deal with these issues in a timely manner, so that it doesn't interrupt my vacation with my children. I'm a school nurse and I work incredibly hard for my money and I feel like when I am spending money on a rental, I should not have to deal with their maintenance issues.
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/02) */, we completely understand your frustration and sincerely apologize for the inconveniences you and your family faced. We can certainly imagine how alarming it must have been to experience a leak from the HVAC unit's condensation line, on top of having to use your towels, pots, and pans to clean up and catch the water. We're grateful you notified us right away to allow us the opportunity to address the issue, and though we were able to have someone come out to inspect the leak and bring fresh towels, we recognize we dropped the ball on keeping you informed. By no means is this something anyone should have to experience during what is supposed to be a relaxing family vacation, and we're so sorry for the trouble. Please know this is not the norm for us as we strive to ensure our properties are in pristine condition for our guests' safety and comfort. We appreciate your additional feedback and have shared these concerns with the appropriate departments to ensure these matters are reviewed and addressed. While we're glad you could speak with management about your poor experience and discuss a resolution for your troubles, we understand our offer was not your desired resolution. However, this is the most we are able to offer, and it is still available to you should you change your mind. We hope for the opportunity to host a more enjoyable stay for you in the future.
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They stated someone came out to fix these issues. That is false! Although I reached out multiple times over the course of my stay, I saw no one from maintenance. I feel as though a business can allow a refund for what we went through. I realize this business has multiple complaints on Google and other sites for the same issues. They are taking money and upholding their end of the contract. I'm expected to comply with aspects of their contract but they do not provide a safe, clean stay for families. I cannot afford another vacation and would like a refund of the $200 offered instead of a credit. It's the least they should do for what we had to endure.
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  We completely understand your disappointment, ****** and we do apologize for the dismay this experience caused you and your family. We do our best to ensure we take care of any issues promptly, and though we've addressed these concerns since your stay, we recognize this caused distress during your vacation. This situation has been discussed with upper management and is being addressed. While we do regret this happened during your stay, we are unable to accommodate your desired resolution and the gift certificate offered is still available. No matter where you may choose to stay, we do hope you will be able to enjoy time in the Smokies again in the future.

• Initial Complaint

  Date:07/19/2022

  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 this company to take my two children on vacation. I explained to them prior to renting that I have an 8 year old son with respiratory failure with hypoxia that is immunocompromised and that I have increased intracranial pressure from overproduction of CSF. I requested a cabin in town with thorough cleaning beforehand. I was assured it wouldnt be an issue. Instead they placed us 20+ minutes from Seiverville in a location without service or wifi that was advertised. The cabin was not ready at check in and when we finally got in, it was disgustingly dirty. I have photos and video. The place was infested with millipedes and roaches. They were all over the floor, crawling up the walls, in the cabinets and the bedding. They refused to move us. I spent the first night up all night doing 6 loads of laundry to wash all the bedding. There was trash under the beds, it reeked of smoke, snot and pubic hairs all over the shower walls, dirty towels, dirty dishes in the cabinets and the tv didn't work. My kids were afraid to even go in their rooms due to the bugs. To make matters worse after the kitchen sink leaked all over, while I was washing someone elses dishes, I opened the cabinet under the sink to find roach traps and roach spray! They knew they had an infestation and failed to disclose it to me. Their shower door was installed upside down and ended up falling on me and cutting my foot and badly bruising me. I reached out numerous times and can show you my messages, emails and phone records. They refused to do anything aside from offer me a $100 visa card. They didnt even file the incident report and refused to provide me additional information. They asked me to send pictures which I did and part way through they blocked me via email and social media. There are numerous other reviews for similar incidents. Most disturbing they rented it out again the next day knowing it was infested.
  

  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/28) */, we regret to hear of your disappointing experience and appreciate your honest feedback. Inadequate cleaning and pests, among other issues, are not something anyone should have to face during their vacation, and we sincerely apologize for your experience. All of our cabins are on a monthly pest control plan, but unfortunately, pests can persist in the mountain conditions. We recognize how alarming this must have been for you and your family and hate this was the case. Although we were unaware of the shower door issue during your stay, our management team sent an incident report to you by email, and we are grateful you brought this matter to our attention. We work diligently to ensure our properties are in pristine condition, and any and all feedback is important to us. Since your departure, all needed issues have been addressed, and the property has been thoroughly inspected. This is by no means the vacation we hoped to provide, but we again appreciate you bringing your concerns to our attention. We're glad you could speak with management regarding the inconveniences you encountered and discuss the options available in order to resolve things. Though the offer we presented was accepted and processed, we recognize this was not your desired resolution. We understand the disappointment and frustration this experience caused, and hope this does not deter you from revisiting the Smokies for a more enjoyable getaway, no matter where you choose to stay.