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:10/04/2022

  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 came to stay at Blue birds over the valley for my bachelor party and take in the breathtaking views of the Smokey mountains the images on the website provided, but sadly that was a lie Of the 3 levels of the cabin you can only see the mountains from the very top and only if you stand in the middle, all the other floors all you can see is garbage strung up on trees. I wish that was the worst there was but sadly it's not. When we finally received a text of where the cabin actually was after 3pm, we arrived to a worker still in said cabin installing blinds. He had garbage and tools in every room and on the beds and also remained there for another 3 hours past our arrival. As we walked around the cabin to check it out we noticed weed crumbs on one of the beds and it looked like someone laid down in the bed. The worker also used the bathroom in my room and just didn't flush. The cabin looked like it was never properly cleaned as there was hair in the shower and grim and spills on multiple things through out the cabin. All the vents were covered in dust and the ones that weren't were covered in black mold! Multiple things like the bottom of the stove and door knobs were broken, one of the Hot tubs was missing and the one that was there half the jets didn't work. The entertainment area down stairs had this giant platform in the middle of the room that wasn't pictured on the website which made it impossible to use the pool table because it's against the wall. I saved the best for last because going to retrieve the cleaned dishes from the dish washer (which was running when we got there) we opened it up to find roaches! All over the cleaned dishes and in the cabinets. The only positive was the second repair man they sent the next day to spray the outside of the vents with bleach to clean the black mold, he was friendly. We emailed them and called them about all of our issues and their only solution was to send someone to clean the outside of the vent. It cost us $3264.11
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/10/18) */
  We are disappointed to hear that is unsatisfied with how things have been handled. Please allow us to address this complaint.
  
  When the guest reported mold and bugs in the cabin, we immediately put in a maintenance request for each of these issues. The mold we addressed by having a member of our maintenance team go out and clean it up with proper cleaning chemicals. Usually in wood structures this is mildew and not mold. The bugs we addressed by sending our vendor out to treat for this issue.
  
  Despite taking care of each issue, we also offered the guest a move to another cabin for the duration of their stay. We attempted to reach the guest by phone and email. We sent one email and called twice to the email address and number we were provided for the guest when they made the reservation. The guest never replied and never contacted us after the initial report.
  
  We also reached out to the guest upon seeing this complaint. On 10/14/2022 we offered the guest $650.00 and a discount of 15% that the guest could combine with the discount they would automatically have of 10% for now being a previous guest. The guest declined this offer. They did state that they wanted a full refund. Since the guest did not report any further issues to us beyond the initial report, and the guest remained in the cabin their entire stay, we felt that a full refund was not warranted.
  
  Regarding the time the guest checks in, we refer to our reservation agreement. Our reservation agreement was agreed to by the guest upon the time of booking. This does state that check in begins at 4PM and can go later due to delays such as holidays and weekends. Therefore a 3PM check in would be an early check in based upon when check in begins.
  
  The view from our cabins is not something we can always control. Our cabins are frequently located in areas with trees and other foliage and nature that can quickly grow. This is something we regularly address, but we cannot control the rate at which nature decides to grow. If a guest does report that nature has grown up more quickly than we anticipated, we reach out to our vendor to have this addressed so our guests can have the beautiful view they are looking for during their stay.
  
  The member of our maintenance team was installing blinds so the guest could enjoy privacy during their stay. This unfortunately is something that takes time for everything to be properly installed. We do apologize for any inconvenience this may have caused the guest during their stay.
  
  
  Consumer Response /* (3000, 7, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is blatant lies from the company. Their idea of cleaning the mold issue was having a maintenance man just wipe the outside of the vent with bleach nothing was done about the actual mold on the vents. The cockroach issue solution was to bring us a can of bug spray to spray in the dishwasher and cabinets. Having a worker their to install blinds for our "privacy" doesn't excuse the fact he laid in our beds and used my toilet with out flushing! Also the amount of stains and spills and broken stuff through out the cabin means nothing was properly fixed or cleaned and when charging people $4000 to stay there you would expect better. Now as far as you offering to move us to another cabin that is a complete lie! We asked to be moved to a cabin and I have emails of them ignoring us! And when I requested the same thing over the phone they told me they would call me back and then just ignored us the rest of our stay! The offer of $650 and 15% is absolutely ridiculous, this weekend was for my bachelor party I can't just travel to Tennessee to stay when ever I want it was a special occasion and the reason a full refund is what we want is because we weren't giving what was shown to us through booking. Things were broken, dirty, missing (hot tub), we couldn't enjoy the amenities shown because the cabin lay out is a lie and a giant platform prevented us from using anything. We couldn't enjoy ourselves because of the roaches running around and the uncleanliness of the place. We didn't even want to take our clothes out of our suitcases because of fear of bringing them home with us. This response from them is inexcusable.
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  We are disappointed to hear that is still unsatisfied with how things have been handled.
  
  Despite taking care of each issue the guest did report during their stay, we did attempt to offer the guest a move to another cabin for the duration of their stay. We attempted to reach the guest by phone and email. We sent one email and called twice to the email address and number we were provided for the guest when they made the reservation. The guest never replied and never contacted us after the initial report. Therefore we were never able to get any confirmation if the guest was accepting this move or not.
  
  We also reached out to the guest upon seeing this complaint. On 10/14/2022 we offered the guest $650.00 and a discount of 15% that the guest could combine with the discount they would automatically have of 10% for now being a previous guest. The guest declined this offer. They did state that they wanted a full refund. Since the guest did not report any further issues to us beyond the initial report, and the guest remained in the cabin their entire stay, this is not something we are able to provide.
  
  While we are sorry to hear that the guest is not satisfied with how things were handled, we do feel we did our best to address things fairly and do everything we could to make the guests stay as pleasant as possible.
  
  
  Consumer Response /* (4200, 11, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again this company is lying about offering to move us to another cabin! My best man reached on multiple times via email and was ignored and when I spoke to someone on the phone about moving cabins they said they would get back to me and have a blessed day and never called us back. Also you did not fix any of the problems! Wiping down the outside vent cover does not take care of the mold in the vent and handing us a can of raid does not take care of the roach infestation! This is also no excuse for your worker laying in our bed and using my toilet with out flushing or the fact the cabin isn't properly cleaned and things are broken. The missing hot tub which was advertised and not being able to use the gaming tables because of a giant platform in the middle of the room was not fixed. This company just constantly lies and since they like to lie I am providing screen shots of all the emails that were sent between both parties including One of us reaching out to them that never received a response. This company lied through their images on their website for a cabin that when we arrived was not even close to worth what we paid $4000 for. You say because we stayed we don't deserve a refund but where were we to go? We already spent $4000 for your cabin we flew in from another state, we couldn't even unpack our bags for fear of bringing roaches into our homes and received horrible customer service who just ignored us when we asked to move cabins. So no you did not do your best to address things fairly or do anything to make our stay as pleasant as possible .
  
  
  Business Response /* (4000, 14, 2022/11/04) */
  We hate to hear that any of our guests did not have a pleasant experience with us. As we feel we go above and beyond to accommodate each and every one of our guests.
  
  We offer cabins which are individual homes; they are not hotel rooms and, therefore, from time to time, appliances, hot tubs, satellite TV, water, electricity, etc. will break down or malfunction like your own home. We will respond as quickly as we can to make repairs and restore amenities. Per our protocol we have to get our tech team out to see if they can fix anything first before we even think about moves.
  
  We attempted to reach the guest by phone twice throughout the day on 10/03. never contacted us after our manager called him. Therefore we were never able to get any confirmation if the guest was accepting the move we were trying to offer him or make accommodations for himself and his party.
  
  We also reached out to the guest upon seeing this complaint. On 10/14/2022 we offered the guest $650.00 which was for the cleaning of $397.00, hot tub fee of $116.00, and a little more for the experience he had. We also offered a discount of 15% that the guest could combine with the discount they would automatically have of 10% for now being a previous guest. Mr. Brown declined this offer. They did state that they wanted a full refund.
  
  While we are sorry to hear that the guest is not satisfied with how things were handled, we do feel we did our best to address things fairly and do everything we could to make the guests stay as pleasant as possible. Next week we will reach back out to Mr. Brown to see if we can reach an understanding and hopefully make him satisfied as well as to show him how great our cabins are.
  
  
  Consumer Response /* (3000, 21, 2022/11/15) */
  Company never reached out again and no resolution was made
  
  
  Business Response /* (4000, 23, 2022/11/23) */
  We will reach out next week to .

• Initial Complaint

  Date:09/29/2022

  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.

  Rented a cabin for Sept 18th through Sept 23rd. Made deposit of $129.00 on Aug 21st almost a month prior to stay. Then on Sept 18th I paid the remaining total of $536.79 for a total of $665.79. Upon arrival to cabin noticed the outside was littered with cigarette butts and trash. The interior of the cabin was also dirty with stained carpets, bed was badly stained, dead bugs, food on counters, food stuck to floor of kitchen, gum on stairs, ect. I called and was told they would send a cleaning crew that would arrive between 7 and 9pm. The cabin was so bad we could not stay and could not wait until after 9 for a crew. There was no way they could clean or fix most of the issues. I rented another place for the week. I checked back at the cabin on Monday the 19th to see if they had cleaned it, but it was never touched. I checked again Wednesday the 21st and Friday the 23rd again the cabin was never cleaned. They told me they needed a chance to take care of the problem, but never attempted to clean. I got a refund of $325.00 for cleaning fee. I want the remaining $340 refunded. I could not stay due to condition and they never even tried to fix the problem. I was told in person they could not refund me if I did not stay in the cabin, but on the phone was told they could not refund me because I stayed in the cabin. I never stayed in the cabin. I have pics from Sept 18th and Sept 23rd to show cabin was in the exact same condition.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/13) */
  We will have a representative reach out to the guest.
  
  
  Business Response /* (1000, 8, 2022/10/14) */
  We are disappointed to hear that is unsatisfied with how things have been handled. Please allow us to address this complaint.
  
  We received reports of uncleanliness in the cabin shortly after this guest checked in. We did place requests for our housekeeping team to go out and take care of anything that still needed cleaned. Unfortunately at the time this was reported we did not have housekeeping staff left for that day. We did send them the next day and they took care of any uncleanliness.
  
  Despite our housekeeping staff going back out and taking care of the issues, we did still refund this guest a total of $325.00. This is outside of our policy and was done because we value our guests and do our best to make their stay as pleasant as possible. We also offered this guest a discount of 10% off of the nightly charges of their next stay. That discount is to be combined with our previous guest discount of another 10%. This is a total of 20% off the guests next stay with us.
  
  The guest did contact us for this refund on the day they checked out. The guest did not contact us at any point between when the cleaning issues were first reported and when the guest contacted us at check out. Due to the guest never making us aware there were more things they felt needed addressed and also never telling us until after check out that they did not stay in the cabin, the refund we offered is the maximum amount we can offer the guest.
  
  The guest did send in pictures of the cabin to our guest care email. Due to this, we were able to refund what we did. Unfortunately, none of the pictures sent were dated. Therefore we have no way to confirm if the cabin still had things needing addressed after we sent our team out. It is in our reservation policy that a guest must give us the opportunity to fix any issues reported. As this guest did not make us aware there were still issues after we sent our team out the first time, we were never able to address anything further.
  
  
  Consumer Response /* (3000, 10, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing was done the entire time. No I did not stay but did go back 3 times and everything was the same. Not one thing was changed. Yes I do have pictures that shoe the dates for check in, and dates on the day of Check out that show everything was the same. So if they sent someone out they did not touch anything.If the pics need to be printed and sent stamped I can make that happen.
  
  
  Business Response /* (4000, 12, 2022/10/25) */
  We are disappointed to hear that is still unsatisfied with how things have been handled.
  
  While we are sorry to hear that the guest is not satisfied with what we have been able to provide the guest did not make us aware until after check out that the issues had not been resolved and that they had not stayed in the cabin.
  
  It was reported to us that the cabin had cleanliness issues the day of check in and that those were addressed the next day. It was not reported that the guest needed things addressed further until after the day of check out.
  
  Unfortunately, due to the guest not reporting any further issues or that they did not stay in the cabin until after the day of check out, we are unable to refund any more than we already have.
  
  
  Consumer Response /* (4200, 14, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I asked for refund when I called the the day of check in, and in person at the pigeon forge office couple days later. Then again the day of check out at the pigeon forge office. Ok I don't know what they did if they came out. The cabin had all the same issues on the day of Check out as it did on check in. Nothing was cleaned at all the entire time. It had the same issues from check in. when I checked the next day (Mon) and again when I checked (Wen) and once again on check out (Fri). Maybe management was unaware nothing was done, but if everything was the same from day one until checkout then obviously nothing was done. I'm done with the back and forth. If they want the pics with dates from check in and check out my attorney can send them where needed. No that's not me saying I will sue, but at that point it would be better for her to handle it on record.
  
  
  Business Response /* (4000, 17, 2022/11/03) */
  We apologize that we haven't come to a mutual agreement yet. A manager has reached out today in hopes to come to a resolution. If Mr. could give us a call back that would be greatly appreciated.
  
  
  Consumer Response /* (2000, 20, 2022/11/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a phone call from at Gatlinburg falls resort. We spoke and I was offered a resolution that I found to be fair, and as far as I am concerned the issue has been resolved. I appreciate the call and working with me to make sure I was satisfied.

• Initial Complaint

  Date:09/26/2022

  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 paid $1189.39 for rental of cabin for our vacation.
  The cabin was dirty and was infested with roaches!
  We called company every day, multiple times per day and was always told 2-4 hrs before a maintenance person would be to cabin and they never showed up.
  Cabin that we were relocated to had mold/water damage and my daughter who is severely allergic to mold became ill and had to get breathing treatments.
  Semin or vomit stains on futon sofa, mouse turds on "clean" bed linens on loft bed and the list goes on.
  Company refused us a full refund, nor did not want to reimburse us our lost groceries nor the gas to relocate not once but twice during our stay.
  Reservation #593333.
  I don't understand how they are not shut down by the state until these issues are corrected properly not only with us but with In the cabins themselves.
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 14, 2022/10/10) */
  We are disappointed to hear that is unsatisfied with how things have been handled.
  
  According to our records, the only matter of uncleanliness reported during their stay was the hot tub. We did place a request for a member of our maintenance team to go out and address this. This was completed. The guest did not report any other spots that needed cleaning in the cabin.
  
  When the guest reported that they saw mold in the cabin, we also placed a request for maintenance to go and address this issue as well. Our maintenance member looked all around the cabin and could not find the mold the guests were referring to.
  
  When the guest reported that there were roaches in the cabin, we placed another request. They unfortunately could not find any bugs in the cabin. Nevertheless, we sent our vendor out to address the bug issue. They were able to come out and spray the cabin for bugs.
  
  Despite the mold not being there when our maintenance went out to address it and the roaches being addressed by our vendor, we still moved the guests to another cabin at their request. We moved guests from their original cabin to a cabin called A Peaceful Retreat. The guests were not happy at this cabin, so we moved them a final time to a cabin called Happy Trails. They reported that they were happy at this cabin.
  
  Despite our having accommodated the guests by moving them to two different cabins, we still refunded the guests a total of $400.00 for the issues at the first cabin. The guest did request a full refund and extra money for the cost of the groceries they threw away and the gas it took to move cabins. Typically when we move a guest, we do not refund as the move took care of any issue. Nevertheless, we understood the guests had not had a pleasant stay with us and wanted to do what we could to make that better. Therefore we did refund the guests $400.00.
  
  While we are sorry to hear that the guests were not satisfied with how things were handled, we do feel that we have done everything we can to have made what was surely a very unpleasant experience as pleasant as possible.
  
  
  Consumer Response /* (3000, 16, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all, my family was on vacation in a "luxury" cabin and it's my job to have to call daily while on vacation to report multiple issues!! I called as soon as we noticed the issues on the first day at Absolutely Fabulous. We were always told that "they are busy", "they will be out in 2-4 hrs" and no one ever showed up until the FOURTH day to clean our disgusting hot tub that had green algae, hair balls etc that are suppose to be cleaned in between guests. We'd come back to cabin only to find hot tub issues and other issues hadn't been fixed! We reported multiple issues! There were definitely roaches in cabin as I have photos to prove it and it was "Absolutely Disgusting"!!
  The cabin with the mold issues that had the basement flooded and not properly cleaned was Peaceful Retreat, and again I have photos of that ran down cabin as well.
  
  Again, I was on vacation, so while you think moving us in middle of night not once but to a third cabin is ridiculous!!
  We paid good money to vacation and should have that inconvenience of moving multiple times.
  
  Nor should I have to call several times per day every single day while on vacation.
  
  We were charged cleaning fees and hot tub cleaning fees when none of those had been cleaned.
  
  We lost all of our groceries from the first cabin bc of the roaches being infested on kitchen and dining area/LR room at Absolutley Fabulous!
  That's why we were requesting full refund and loss of our groceries.
  
  I have photos of all the issues and this vacation was a nightmare!
  
  Would you want to live with roaches for a wk in cabin that is advertised as "luxury" and not cleaned properly?
  
  We didn't even get to use the hot tub at Absolutely Fab! They finally sent someone on day #4.
  
  And even the pest control guy stated yes, there were roaches and he found them behind fridge and stove etc.
  Then my son was eating dinner at table and roaches crawled on his hand from under table and that was the last straw!
  
  Quite trying to hide the info and minimize it!!
  
  Then the mold issues at Peaceful Retreat and mouse turds on "clean bedding".
  
  That's ridiculous!!
  
  
  So more than half way through our stay we got moved to 3rd cabin that we were pleased with and had no issues.
  
  So a mere $400 is not enough plus our loss of groceries from roach infestation at first cabin/ Absolutely Fabulous.
  
  
  I did report all issues and severe mold/water damage (Peaceful Retreat) to the state!
  
  The cabins need deep cleaned from time to time and are very ran down!
  
  
  Business Response /* (4000, 18, 2022/10/18) */
  We are disappointed to hear that is still unsatisfied with how things have been handled.
  
  According to our records, the only matter of uncleanliness reported during the guests stay was the hot tub. We did place a request for a member of our maintenance team to go out and address this. This was completed the next day after it was reported.
  
  All other issues reported by the guest while staying in the first cabin Absolutely Fabulous were addressed the same day they were reported within a 2-4 hour timeframe.
  
  During the guests stay at the next cabin Peaceful Retreat they reported more issues. These were not addressed during their stay. This is because we moved them to another cabin. Typically we do have to have a member of maintenance go and address the issues before considering a cabin move however, given the circumstances we made the choice to forgo this and move guests to a cabin they could enjoy the rest of their stay.
  
  We keep all phone records for training purposes only. We do not have a record of the guest calling multiple times a day each day of their stay. During their stay the most times we see the guest calling was the day they were moved to their second cabin. They called three times that day. Every other day of their stay they called either once or none at all.
  
  Despite having accommodated the guests by moving them to two different cabins, we still refunded a total of $400.00 for the issues at the first cabin. We do have it noted that the guest did request a full refund and extra money for the cost of the groceries they threw away and the gas it took to move cabins. Typically when we move a guest, we do not refund as the move took care of any issue. Nevertheless, we understood that their stay had not been pleasant and wanted to do what we could to make that better. Therefore we did refund $400.00.
  
  We feel that a refund for the full amount of their stay is not warranted as they did stay the entire time. While we are sorry to hear that the guests are not satisfied with how things were handled, we do feel that we have done everything we can to have made what was surely a very unpleasant experience as pleasant as possible.
  
  
  Consumer Response /* (4200, 20, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is such a lie! I have call logs on my phone from where we called every single day while on vacation and also photos of the bugs! Your vendor even reported that yes, there were dead roaches behind the fridge and stove when he pulled them out to inspect and he confirmed yes, it was indeed roaches when we killed the live ones for him to see when he got there. ANd your said vendor also reported that they get sent out to that resort to spray for roaches all the time. And we had to keep calling bc your said maintainence man never showed up and when I had to call back, we were told that "you all are busy and short staffed"... so you can lie all you want too! In fact, we had called so many times day after day, that we also came by in person several times... and I'm sure you didnt Record that on your records either, so you can continue to minimize the issues here.
  And yes, we reported hot tub issues, issues with the stove and ceiling fan not working. Of course you are going to lie and try to cover up and minimize it! I have report all of this to the TN Dept of Health as well and we have the call logs and tons of photos to report it! Even if we weren't reimbursed for the full amt a mere $400 back is NOT acceptable for a family who was suppose to have been in a "luxury cabin of the finest in the smokeys". I could go on and on about the dirty bedding with mouse turd, stains on carpets, random hairs left in bath tub upon our arrival, dust caked on "clean" end tables and ceiling fans, dirty windows that we were suppose to be taking in the view, tons of cobwebs inside cabin, wasp nest with wasps inside when my daughter is allergic to wasps, mold at second cabin etc. Not only did we called numerous times per day during our stay, which I have on my call log,and tons of pics on my phone as well. We would not recommend people wasting their money with this company again, bc this is how they treat us and refuse to reimburse us more than $400 and again, we do NOT consider that a "fair" amt at any shape and form, as you continue to lie and cover up the issues at hand here. Our vacation was a nightmare! No family should have to ever go through this... calling multiple times per day while staying at "luxury" cabins and having to move multiple times bc there cabins are filthy, infested with roaches and mice and hazardous mold/water damage. We also saw the way your said maintainence people tried to cover up the mold in that basement by trying to hide it with the throw rug and bigger furniture when the mold was half way up the wet bar cabinets, on the carpets and sofa, on baseboards and such. So people need to be advise of the real truth here as that's how you "handle" issues and random ktn cabinet doors were missing and everything else... very ran down. Dont waste your money! They are nothing like what the pictures looked like either! And it was YOUR maintenance man who finally showed up on day #4 of our vacation to come drain and refill our hot tub after me calling for the first 3 days when we charged a hot tub cleaning fee and not able to use it... he told us they NEVER empty and drain them in between customers like housekeeping is suppose too and that it didnt even have chlorine in the floating dispenser, thus is why it was green and filthy! This comes from YOUR staff! And we have the pics that I applauded here to prove it, although I dont think those are for the public to be able too see here, as they are set to private I believe. And yes we asked for groceries to be reimbursed bc maintenance tech even washed roaches come out of YOUR ktn cabinets and crawl on our food and found roaches behind fridge and stove and were just done and over it at that point! Enough was enough! So I guarantee YOU wouldn't want to live with roaches and mold and mildew and mice for a wk after you pay good money while on vacation and feel as if not to mention your vacation was ruined but that your money all went down drain!
  
  
  Business Response /* (4000, 22, 2022/10/28) */
  We are disappointed to hear that is still unsatisfied with how things have been handled.
  
  We pride ourselves on customer satisfaction, so we are very sorry to hear that the guest is not satisfied here
  
  We did move the guest when they reported seeing roaches in their cabin, despite both our maintenance technician and the vendor we sent out reporting no roaches in the cabin. We moved the guests yet again when they reported they were still not satisfied with the second cabin they were in. Despite us moving the guests twice to new cabins until they reported they were satisfied with their cabin, we still refunded the guests $400.00.
  
  While it is unfortunate that the guests did have to report issues multiple times with their cabin, we do believe we have fairly compensated for the issues reported. Some of this compensation being in the form of moving the guests to a new cabin, and some of this being monetary when we refunded the guests $400.00.

• Initial Complaint

  Date:09/12/2022

  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 arrived at the Running Bear Cabin today, 09/11/2022 in the late afternoon (approximately 5pm). Upon arrival we noted multiple issues including a missing coffee pot, broken and dangerous furniture, no working fireplaces, no working wifi, inoperable theater room television, missing mini blinds depriving us of privacy, no iron or ironing board, a leaking shower, and extremely old and outdated cookware.
  
  We immediately reported these issues to management, as all these amenities were promised on their website, and were reasons for selecting this cabin. Initially we were told that maintenance would arrive within 1 - 2 hours. After waiting several hours, and after calling at least 5 times for status updates, we were informed at 10:50pm that maintenance would not be coming to fix anything today, and we could purchase a new coffee pot, iron and ironing board and they would reimburse us up to a certain amount upon checkout. I advised that this was unacceptable and we were willing to pay for one night's stay, and that we should be able to leave and find more suitable accommodations if all the problem items were not fixed within 24 hours. advised me that there are no refunds on bookings and we would have to pay for this horrible stay.
  

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/26) */
  We apologize for any inconvenience experienced while staying with us.
  
  This guest checked into Running Bear on September 11, 2022. The received their virtual check in directions and door code to get in at 1:11pm. They called us on the day of check in about the internet not working, coffee pot missing, ironing board missing, and broken rocking chair. They did however report to us that they found the iron board. They never let us know that the fireplaces were not working, the theater room had issues, there were blinds missing, or about the leaking shower.
  
  The cookware was not reported to be outdated, but also would not have affected their stay. We did offer compensation if the issues were not addressed. The guests were also offered to use 10% of their nightly rate that was $162.50 to get the items needed, and we will reimburse. They refused all solutions.
  
  The guest checked out before we could try any alternative solution to repair any problems reported. Our maintenance team did go to the cabin that night, but the guests had already left. The maintenance technician stated that the wifi was working and there was no broken rocking chair that the found. Had we been given the chance we feel we could have addresses all maintenance requests in a timely manner however, the guest decided to leave the cabin the same night of check in.
  
  
  Consumer Response /* (3000, 7, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response from the business is full of incorrect statements.
  
  1. The internet did not work as several of us tried the password provided and it would not work.
  
  2. I called the living room recliner a rocking chair and it was broken. It leaned to one side and the stuffing was coming out. We have a video of the chair.
  
  3. We did report the fireplaces and were advised that they do not turn on the gas in the summer so they would remain inoperable.
  
  4. The missing blinds were reported in one of the many calls made for service.
  
  5. The outdated and cheap cookware would have affected our stay since we would have been cooking everyday and basic cookware was not available.
  
  6. We were going to discuss the remaining issues when maintenance arrived but they never came so we decided to leave on 09/12/22 after being forced to spend one night. We still did not hear from anyone through the morning of 09/12/22.
  
  7. 10% of $162.50 is $16.25 and would not cover the cost of a coffee maker,besides the fact that it was listed as an amenity on the property. We even called before we left home to find out what kind of coffee maker was on site so we could bring the correct coffee filters or pods.
  
  8. The only compensation offered was on a future stay and we have no intentions of ever staying at any cabins owned or operated by this company.
  
  9. We were promised multiple times that maintenence was coming the day we arrived and we were not told until after 10pm that they would not be available that night. We stayed overnight because it was too late to find another cabin. We asked if they could move us to a better cabin and were told no.
  
  10. On 09/12/22 after waiting all morning for maintenance we decided to make other arrangements. A call was made on 09/12/22 to notify management that we had vacated the cabin and were told that a refund would be issued.
  
  11. We should not have to pay for even the one night because the cabin was misrepresented on the website and we did not get what we had paid for.
  
  Thank you

• Initial Complaint

  Date:09/09/2022

  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.

  Cabins of the Smoky Mountains (cabin name Dolly's Dream) from Monday September - Thursday September 8, 2022. Said cabin would sleep 13 but only beds sort of accommodated that. Can't write everything due to limited wording but VERY DISAPPOINTED. Rented cabin for kids &grands Christmas and youngest sons graduation vacation. Cabin was nothing like described online. Twin/full bunk bed was actually two twins. There was no picnic table and grill was so nasty had leftover food that had something growing on it. Said had 4 showers but only had 3 and master shower leaked into floor of basement bathroom therefore couldn't be used. Jacuzzi had no stopper. Hot tub didn't work. The (6) steps leading to front door was actually a slick steep slope which everyone almost fell several times while going up and down and one did fall. Table with 10 chairs had only 6 chairs. All sinks including kitchen sink was stopped up and had nasty stuff coming up from them when water was ran. Bathroom sink in basement didn't work. Mold under master b'room sink and sink/or water stunk so bad when water running was awful.Nasty windows w/spider webs couldn't see out. No knob on outside basement door dangerous if fire. Gutters so loaded they were falling. Queen bed had only sheets. Pool table broken couldn't be used. Garbage all in yard. Air filter VERY nasty. Lights in living room and master bedroom didn't work. Coffee maker, utensils and cook wear was nasty. No pot holders. Extension cord with multi outlet plugged into it with tv and several boxes for tv also plugged in (fire hazard). NASTY air filter and filter cover/grate. I was VERY DISAPPOINTED first family trip that everyone could come was highly affected due to horrible cabin. After finding problems read up on reviews and same problems were reported several times in past year.office was notified 2x but nothing was fixed. I paid $1021.52 for a dump

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/21) */
  We have spoken to ****** and feel we have made her happy. We hope Ms. ******** is pleased with her conversation with *******

• Initial Complaint

  Date:09/08/2022

  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.

  My family rented a Cabin in Gatlinburg Tennesee through Cabins Of The Smoky Mountains for September 28th-August 1st of 2022.It was advertised as being Luxury.We paid 1,600 for this cabin and drove 6 hours to get there.When we got to the cabin,it was disgusting,filthy,and had been leaking for a while.There were NO sheets on the beds.The floor had been pulled up and it had standing water on the floor.There were bed bugs,and roaches in the cabin.The Hottub was not fuctional.It had been leaking for a long time.The front of our cabin had a ton of trash in front with the bears going through it.I called the company and they told me to wait there for 6 hours until they could get someone out to check what I had told them.i explained to them We couldn't stay there.It was unsafe.They told me there was NOTHING else they could do for me then.We went to different Hotels trying to book but we had NO luck.Our only option was too either sleep in our van,or drive 6 hours back home.We had to come home.I called the company and ask for a refund.The lady got hateful and told me that because we didn't wait there for 6 hours,there would be No refund.My family saved all year to be able to go and now we are out of 1,600 plus all the expense it took us to drive there and back.

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 7, 2022/09/23) */
  We have spoken to the guest and feel we have made her happy.
  
  
  Consumer Response /* (2000, 9, 2022/09/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you too **** that helped me get our refund.Very happy!!

• Initial Complaint

  Date:09/06/2022

  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.

  Rented the wet and wild cabin from August 7th through the 13th of 2022. The cabin Costas about 2100.00 that included cleaning fees and taxes.
  So I get to the cabin on Sunday the 7th of August 2022. Front door is wide open and when we went inside it was very very warm from that.moment on is where the trouble started called the office and let them know the air isn't cooling the cabin and that the cabin was also dirty. They said they would send someone one to look at the air conditioner. Pool table had food on it and other stuff spilled on it and not wiped and then went downstairs to see the pool and hot tub. They walk out on the lower Deck and the hot tub was completely empty it looked like nothing in the pictures that we saw on the website and the deck where the hot tub was was leaning downward looked very unsafe call the office again. Kept looking around found the broken nails and hair on the foosball table and then there are futon right behind the Foosball table head stains all over the sheets was disgusting I go to stick my foot in the water of the pool and the pool had to have been 50° it was so cold you could not even go in it & pool was dirty. Called the office again.. somebody finally came out looked at everything and said I would never pay this much to stay in this room nothing was working and things were disgusting and the cabin was dirty. They said they would refund $63 for the use of the hot tub and that was it so after arguing with them over and over and over again it got to 500. Thursday morning when I woke up walk into the kitchen to make a cup of coffee and there was a bug on the counter it turned out it was a cockroach called the office again and told them we were leaving and after arguing for some time. They ended up refunding just over 900. I would like a complete refund! Drove 9.hrs for a horrible experience and had no other choice but to leave after seeing the bugs.so we left that morn
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/20) */
  These guests checked in on August 7th. Immediately upon arriving at the cabin, the guests reported that the property appeared to have not been properly cleaned, and it also seemed like the AC was not working properly, and they requested a cabin change. Due to cabins being individually owned, we have to have a chance to rectify the situation before moving cabins or refunding and reservation, which entails getting maintenance and/or housekeeping people out to assess and address any requests placed.
  
  
  All requests for reported issues were placed, and maintenance responded saying that the guests denied service for everything except the HVAC. According to the request, the HVAC unit was frozen due to low freon, and we were able to be fixed by defrosting it and adding more freon to the unit.
  
  
  On August 9th the guests called and reported seeing cockroaches in the kitchen. At this point they decided to check out of the cabin. They spoke with a supervisor, who offered a refund of $532, which the guests declined, stating they wanted at least half back off what they paid. We went up to a refund offer of $782.50, which was 50% of the nightly charges before any taxes or fees are applied, as well as a 20% discount off of any future stay with us. The guest declined the future stay discount, but accepted the refund offer. Also, this guest did not receive their returning customer discount upon booking, so we returned that to them as well, for a total refund of $939. The guests were satisfied with this at the time, as it met their request for half of their money back.
  
  
  We are very regretful of the issues that this customer experienced during their stay, and truly appreciate the feedback. However, since the only issue the guest allowed us to rectify was the HVAC, which was fixed promptly after being reported, and all other issues could have been fixed quickly had we been allowed to, we feel that the compensation at this point is fair for the reported issues. If at any point the guest would like to use the 20% future stay discount that was previously offered and declined, we would be happy to allow them to use that.
  
  
  Consumer Response /* (3000, 14, 2022/10/11) */
  I have to disagree with this. Yes the first day we arrived it was very hot and we pull up to the cabin and the front door was open. We reported this and yes, told them there was an issue with the HVAC system. They sent someone out and he said there was nothing he could do because they have to have a licensed HVAC company come to perform the work. I did not see anyone come. The cabin stayed around 77-80° durning the day which is very warm.
  Then they sent I'm the maintenance man to look at the hot tub. He did and nothing was recitified. All they said is they would refund $50.00 for the use of the hot tub. Really? And I myself wiped down the counters and swept the pool table.off.and the floors. Everytime we asked to speak to a manager after repeating the whole situation yet again, no manager called us back and finally one did.. after I called yet again and again
  He is the one that offered us a $50 discount. We also needed towels.and requested them. The manager promised to have them sent. And no one came. I have all the pictures. I will upload all of them a few at a time.so.i can be sure that they are sent.
  Also I would like to add that the maintenance men did come and also said that he would never pay to stay in a place like that. There was nothing they could do about the hot tub, even the maintenance man said so. It was not functional. was the maintenance man that came, so for the company to say that I declined anything... They certainly did not talk to!
  Again I have pictures of absolutely everything that you should not have on your vacation.
  
  
  Business Response /* (4000, 16, 2022/10/18) */
  According to our records, after reporting issues with the cabin, several maintenance requests were responded to with "guest denied service" by the technician that went out to address them. All issues that we were given the chance to address were resolved. Once the guest decided to leave, we compensated them fairly with the amount they requested back; half of their charges. Since we do not refund for leaving early, and do not refund for issues that were denied service for, we feel that amount is still appropriate at this time.

• Initial Complaint

  Date:08/25/2022

  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.

  Upon arrival at the cabin we noticed a couple of issues, the first was our ice maker was frozen over with ice, which we had to manually fix ourselves. This should not have been something my husband and I should be dealing with while on vacation. Secondly, upon entering the theatre room we noticed that the remote control for the TV was missing, we were unable to use this tv effectively. This was very inconvenient and caused more work for us between getting up to change the channel and sitting back down. We also tried using the fireplace, which would not turn on. When we called the front desk we were told that the fireplace was out of season. This is the most ridiculous reason I have ever heard. If we are paying for all these amenities we should be able to use them.
  Another issue we had was the room located at the top was infested with wasps, they were coming out of the walls and continuously having to be sprayed, with a spray we found located in the kitchen drawer. This issue was so bad that it ultimately caused me to get physically sick from the toxic smell we had to endure all night long. This was also dangerous and a very inconvenient experience, as I am allergic to bees and wasps. One sting could have led me to a hospital stay.
  Lastly, the downstairs swimming pool aka as the water hole, was not set up to work properly. The water was cold and not comfortable at all. We contacted maintenance several times and asked for supervisors or management to address and help with the issue with no avail. Maintenance did manage to come out however they did not take the time to actually knock on the door and see what the issue was, which prolonged the resolution. This was not satisfactory as the main reason we booked the cabin was to use the water hole. We were only refunded $100 after we paid over $700 to stay there with all of these issues.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests.
  
  ******** **** was a guest that stayed with us on August 17th, 2022, through August 20th, 2022. He stayed in the cabin The Watering Hole. Mr. **** reported that the swimming pool was not hot, and a missing remote for the home theater.
  
  Our maintenance team went to the cabin to respond to the work orders. The breaker had tripped, which was fixed immediately. Mr. **** called back to report the wasps in the upstairs bedroom, the fireplace not working and the pool was now warm. Another maintenance team went to the cabin to address each issue. Technicians sprayed for the wasps in the bedroom. The pool temperature was 78 degrees, the technician turned the temperature to 80 per the request of the guest.
  
  We offer cabins which are individual homes; they are not hotel rooms and therefore, from time to time, appliances, hot tubs, satellite TV, water, electricity, etc. will break down or malfunction like your own home. We will respond as quickly as we can to make repairs and restore amenities which we feel was done with the swimming pool in this cabin during the guest stay.
  
  The guest also reported in the complaint that the ice maker was frozen over with ice. Had we received a report of this during the guests stay, we could have sent maintenance out to address this issue. A member of management did speak with the guest two different times. The manager reported that the guest was happy when she called back to check on them.
  
  The guest paid a total of $690.95 and has been offered a refund of $100.00 and a future stay discount. Mr. **** accepted the refund and future stay discount. Mr. **** called again for confirmation of the refund and was advised that the refund was processed and to allow 7-10 business days to process depending on his financial institute. The future stay discount is noted on the reservation.
  
  The refund amount that was offered is based on the time the guest went without the amenity(s) working. We are sorry that he experienced any inconveniences during his stay but feel that we took care of the guest as far as what they would allow.
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept their answers to the issues we experienced during our stay. Firstly, no one ever came inside the cabin to address anything. If they would have come in and sprayed, we would have smelled it upon entering. There was no indication that anyone ever came, there was no note stating they had entered left for us to see. We called immediately when we checked in to the cabin providing ample time for them to come and address these issues. It was not until Friday that all issues were fixed. Although this is not a hotel room, it is not free, we are paying for things to work accurately and to be in a safe environment which was not provided. We could not enjoy any day there, until the day before we had to check out. We did accept the $100 refund, but they did not provide any additional amount options. It is the amount they calculated. I am unsatisfied and never indicated I was happy with the stay; I still would like a full refund of the money spent.

• Initial Complaint

  Date:08/22/2022

  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.

  Date of June 28th 2022 a down payment of $142.00 and on July 15th 2022 a final payment of $692.35
  Totaling ; $834.35
  This company offered a cabin with mountain views, outdoor deck, Jacuzzi tubs, and luxury accommodations; coupled with, sanitized and clean cabin.
  When we arrived, the location was nothing that was advertised. For example, the grounds were over grown, dead bloody insects in the bathing area, spider webs draped from every entrance and ceiling fan, mold growing on the side of the refrigerator, moldy carpets, NO Mountain views, no use of deck due to various bugs and mold and mildew, the curtain rod was bent and falling off the wall, as well as, unsanitary hot tub, the toilet bowl did not function, and the bathroom sink was barely connected to the wall which made in unsafe to use, In addition, the electrical breaker box on the exterior of the cabin had been broken open and exposed.
  I contacted the customer service immediately and requested a new cabin and was told, "they were booked solid" and they could not accommodate me. I requested maintenance several times and no one ever came to help.
  This company falsely advertised their cabin and did not supply me with the product they promised.
  
  I have made several attempts to contact the management staff and have only received one response on July 30th 2022 agreeing the cabin was below their standards; yet there has been no response to resolving my refund.
  Confirmation ID:
  
  Cabin: LeConte Views
  

  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/09/06) */
  We apologize for any inconvenience experienced while staying with us.
  
  This guest checked in to LeConte Views on July 22, 2022 and called to inform us of cleanliness issues our reports show we addressed this the next day . They also reported bugs in the cabin, but unfortunately the vendor was not able to treat the cabin until July 26, 2022, which was after their check out we did offer compensation for that. Although we do understand how frustrating its can be, when it comes to issues that require a 3rd party we are regrettably at the mercy of the vendor. Our cabins are individual homes and just like your own home when something breaks or an issue occurs we depend on other parties to fix it and have to go by their schedule we ran into the same issue with the grass that was reported as well.
  
  
  Once the guest checked out, we followed up with them regarding their stay. The guest is requesting a full refund, but we do not feel this is justifiable since they did stay the whole time. We have offered their cleaning fee and hot tub fee back as well as 30% of their nightly rate that would be $367.80 for a refund we feel this offer is more than fair and will be happy refund it to their card.
  
  We are so regretful for the inconvenience during the stay unfortunately we can not control when the third party vendor responds. All we are able to do is attempt to compensate for the issue. We feel this offer is fair and we have done our best to make things right with the guests.
  
  
  Consumer Response /* (2000, 10, 2022/09/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Hello, after reading this response I am in total amazement by the audacity and outright lies that have been presented. The lack of integrity is absolutely appalling. In response: No one ever came to address any of the issues. After driving ten and half hours to a location that i was told would be accessible at Three P.M. only to find out I had to wait an additional Four hours for the place to be cleaned and inspected on the side of a mountain road I was met with complete filth. My wife and myself have made over a dozen attempts to discuss these matters with zero resolution options as indicated in the emails I have attached. Not to mention, We never received a phone call, or an apology for destroying what was supposed to be a Twenty fifth wedding anniversary celebration; Instead, this company and it's representatives prolong the agony and force us to relive this horrible situation over and over again. There has never been an amicable offer, nor anything credited to my credit card. To make light of the filthy place we were forced to stay in is truly a travesty. Moreover, after conceiting to the request of this company I did withdraw the chargeback, which was the first time I have ever disputed a charge in over thirty years only to be backed into a corner by a ultimatum to either remove my BBB complaint or receive nothing.
  Finally, while I believe I deserve nothing less than a FULL REFUND, I will settle with the " We have offered their cleaning fee and hot tub fee back as well as 30% of their nightly rate that would be $367.80 for a refund we feel this offer is more than fair and will be happy refund it to their card."
  
  In my heart this is the greatest disregard for customer service, but to put this ordeal behind us I will let it go.
  
  
  Dear *****,
  
  Thank you for your email. As ****** has told you in multiple emails, we do not discuss compensation when a guest has issues a chargeback. You will not be receiving any refund due to your refusal to remove the chargebacks. If things should change and you wish to meet our requirements to discuss compensation, feel free to email us or call us at XXX-XX-SMOKY. Otherwise, have a blessed day.
  
  *****
  Assistant Manager @ Cabins of the Smoky Mountains
  
  On Thu, Sep 1, 2022 at 7:13 AM ***** *******
  Dear *****,
  
  Thank you for these screenshots. To further continue the discussion of compensation, we will need you to remove your BBB. Once this has been done, please reply to this email or call us toll-free at XXX-XX-SMOKY. Our phones are open 24/7!
  
  Thank you, and have a blessed day.
  ******
  Guest Care @ Cabins of the Smoky Mountains
  
  Business Response /* (4000, 24, 2022/10/10) */
  We apologize for any inconvenience experienced while staying with us.
  
  This guest checked in to LeConte Views on July 22, 2022. The guest checked out on July 25, 2022.
  Once the guest checked out, we followed up with them regarding their stay. The guest is requesting a full refund, which we cannot accept as they did stay their full reservation. This guest has been disputing their credit card charges for the full amount of their stay. So even if warranted money. we can not do any other refunds.
  
  We have offered their cleaning fee and hot tub fee back as well as 30% of their nightly rate that would be $367.80 for a refund. This guest paid $834.35 for their grand total. The guest is refusing all offers of compensation.
  We are so regretful for the inconvenience during the stay, however, we feel this offer is fair and we have done our best to make things right with the guests.
  
  
  Consumer Response /* (4200, 26, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already submitted the proof the dispute has been dissolved and all moneys have been returned to the company. I have agreed to your proposal through this BBB conversation, yet there has been no credit applied to my account. For this reason, I have re-opened this complaint. Please refund the agreed upon amount and this case wil be closed and no further action will be taken. Thank you.
  
  
  
  
  Consumer Response /* (3000, 28, 2022/10/12) */
  ***Document Attached***
  
  
  Business Response /* (1000, 33, 2022/10/21) */
  This guest is stating that they have closed their disputes with their credit card company. When checking the card dispute, the dispute is still an open case. The charge disputes have to be closed for us to continue with the refund process.
  
  
  Consumer Response /* (3000, 35, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have attached a copy of the funds returned to the company several times, and again I will attach another copy of the statement from the credit card company proving the funds have been returned.

• Initial Complaint

  Date:08/15/2022

  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.

  Rented a cabin based on the company's description and pictures of the view. Arrived at the cabin. The only view was of thick trees and the side of the neighboring cabin. Many things in the cabin are broken or do not work. Arcade broken. Many lights and outlets not working. Refrigerator has several broken shelves that are not able to be used. Step outside coming into porch is broken. Theatre room is missing a DVD player making it essentially not usable. Called to complain about the view not as pictured. Supervisor Haley was less than helpful. Stated they will not refund money and they will not place us in a different cabin. Basically told us to "deal with it." We drove many miles and hours to get here only to find something other than what was advertised.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/24) */
  We have spoken to the guest and feel we have made them happy. We hope Ms. is pleased with the conversation she had with and look forward tot serving her in the future.