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:08/02/2022

  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.

  Absolutely the filthiest, most disgusting lodging place I have ever entered. We had no water or toilets because the well that was shared with the neighbors was dry. Cobwebs, pot and cigarette
  smell, stained and ragged pillows and furniture , sticky goo on the dirty floors, missing light covers, trash all over outside and broken furniture laying in the parking area and woods next to the lodge. And ROACHES. The stairs had nails sticking up and were slanted and unsafe.The tubs and toilets were moldy.
  We had 2 babies under 2 with bottles that needed filled and sterilized and NO WATER.
  When we called the office, we were told that there was 1 store still open at 11:30 pm, 22 minutes away and DOWN the mountain where we could get water until the well refilled. The floors were so dirty, that the babies' feet were black from crawling. The blinds were shredded, the there was termite damage and the hot tub was filthy. We came back home after the first night and left the place cleaner than we found it , $80.00 worth of cleaning supplies later.
  We went to the office the next morning, after maintenance came to spray for roaches while we were there, and told
  them we were leaving. We gave them receipts for the h20 and supplies (which they "lost" immediately ) and were told we
  would be reimbursed and someone would call that day. (Monday)
  Fast forward to FRIDAY. No word from anyone. When we called, they didn't even know we left. (?)
  They finally offered a partial refund and wanted to charge us for the 1st ( and only) night we stayed plus all taxes.
  The basic lodging standards per the state of TN were not met by this company. Based on the condition of the cabin and the lack of water, cleanliness and false advertising, we desire a full refund of the $3200 + paid for this cabin
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We have spoken to the guest and feel we have made her happy.

• 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.

  Upon arriving at the Lake Daze Cabin atSeiverville Tn, for which I paid $2439.91 from the dates of 7/17/22-7/23/22, I noted several deficiencies:
  No Lake access
  No Dock accessible from the property
  Sleeping arrangements for 6 people not available (Cabin was to sleep 14)
  Water actively leaking from the first ceiling floor on to the living room floor
  Smoke Detectors inoperable
  No location for waste to be placed.
  
  In addition to these issues we did not gain access to the property until 8PM when the check in was to be at 4PM.
  
  I called customer service line and was told owner approval was needed for the sleeper couches to be replaced. Maintenance came out and stated they would not be approved to fix the leak as they would have to tear open the ceiling.
  
  I placed several reviews online explaining our issues with the check in time, allowing the company to fix the other issues. Unfortunately no other issues were addressed.
  
  Then after the trip customer service called me and asked me to take my reviews down. I was told the only way I would get any money back for the additional expenditures on the vacation was if I removed the reviews, or changed them to "at least 3 stars". When I explained that was disingenuous and would instead update depending on the resolution I was told "I will only refund you if you change the review".
  
  I expect money back for the convenience and safety issues we encountered.
  

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/08) */
  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 from July 17th, 2022, through July 23rd, 2022. She stayed at the cabin called 'Lake Daze'. Ms.****** reported that there was a leak in the cabin along with no working smoke alarms. Our maintenance team went to the cabin to respond to the work order, and were able to get the smoke alarms working. The leak was taken care of by emptying out the HVAC drip pan. Ms. ****** also reported the sleeper sofas being broken. Unfortunately, we're waiting on replacement sofas to come in so we were not able to replace them during her stay.
  
  
  We responded quickly as we could to make repairs and restore amenities. Ms. ****** paid a total of $2,439.91 and has been offered a refund of $1,219.45. She refused the refund. We feel the refund of $1,219.45 (50% of grand total) is fair for both sides. We felt we responded to the guests concerns and offered a more than fair compensation for her.
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I refused the refund because I was told multiple times I would only receive the refund if I took down the reviews I posted. That feels a lot like extortion. I refused to remove the reviews and instead offered to update them with the resolution. The company refused.
  
  Regarding the leak from the ceiling, it was not resolved prior to our stay and continued to damage items, creating mold and other safety hazards.
  
  The fact that the sleeper couches have not been replaced but the cabin is still being rented as a 14 person cabin is fraud.
  
  This resolution is not accepted
  
  
  Business Response /* (4000, 10, 2022/08/16) */
  With rental properties, things unfortunately do happen from time to time, that is out of our control. We feel we have offered fair compensation for Mrs. issues and asked Mrs. to edit her reviews, because we're rectifying her issues and making things right with the compensation.
  
  
  Consumer Response /* (4200, 12, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To be clear I stated I would update the reviews but I would not falsely state there were no issues or simply remove them, as the business requested. When I stated this the business said they would not give me any compensation. Hence the complaint and documentation I submitted. The cabin is still being marketed with items it does not have, such as 6 additional sleeping spots, lake access, and a private dock. This business is absolutely being deceitful and should not hold a decent BBB rating.
  
  
  Business Response /* (4000, 14, 2022/08/24) */
  Ms. currently has an active chargeback - 822063441201 for $2054.91. We're waiting for the chargebacks to be completed before moving forward with a refund.
  
  
  Consumer Response /* (4200, 16, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will stop the charge back if the amount is refunded. As explained in the documented correspondence and in conversation the chargeback was begun when the company refused to offer compensation for the additional costs we incurred due to their fraud. Please see email from July 24 stating the chargeback would be initiated since refund was refused.
  
  
  Business Response /* (4000, 18, 2022/08/31) */
  Ms. is going to stop her chargeback with her card company and we will follow through with the refund amount that was offered. We've reached an agreement with this.

• Initial Complaint

  Date:07/21/2022

  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.

  complaint for stay June 26-July 1st stay for our family reunion, Majestic View Lodge. The cabin was not as advertised for multiple reasons. It was not secluded at all, homes all surrounding, did not have all the amenities listed on web and had serious health code violations, major public health hazards and was filthy dirty. Linens in some beds did not appear to be changed between customers, the floors were not mopped or cleaned nothing was sanitized. NO COVID protocols in place per CDC guidelines. Paper tapes were placed around the toilets to falsely represent that the toilets were cleaned but they were not, soil and stains apparent and obviously not cleaned. The showers did not have curtain liners in them, and the ones that did were disgusting dirty and had black mold on them. NONE of the 13 bedrooms had mattress pads on the beds (a health hazard for communicable disease) and bed linens of the blankets or comforters on beds did not appear or smell to be laundered between guests. The renter notified property management immediately on check in about the conditions of the cabin being filthy dirty and not sanitized, their response "Our housekeeping staff quit". No offer was made to come and correct the situation, to clean the cabin or to provide any cleaning supplies. There was NOT ONE SINGLE cleaning supply in the home, nor mops or brooms. Inadequate linens for a rental this size. 2 hot tubs and pool access, but no pool towels provided. only 4 kitchen towels for a rental this size. NO washcloths, very minimal scratchy stained old bath towels. for a huge kitchen, cabin advertised to sleep 58 people. Disgusting BBQ barely usable. The worst problem however was the public health hazard we were all exposed from 3rd floor bathrooms draining water from the floorboards (tubs) which went through the ceiling right into the living and dining area, pouring water multiple times from multiple sites, exposing to mold and bacteria. Management ignored, not even inspected.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/04) */
  We hate to hear someone staying in one of our cabins was disappointed with their stay. We do our best to go above and beyond to accommodate each guest. Please allow us to address the complaint by .
  
  
  
  The reservation referenced in this complaint was booked under someone other than Ms. . We did discuss these issues with the reservation holder, both during their stay and at the time of check out. We also compensated the guest for the issues they faced during their stay. Any compensation for issues during a stay cannot be discussed with anyone other than the reservation holder. The reservation holder was satisfied with the compensation we offered them.
  
  
  
  We offer cabins that are individually owned. Similar to an individually owned house, these cabins will occasionally have maintenance issues that occur. We do our best to address these in a timely manner, but it can sometimes take longer if we have to reach out to a vendor for something we are not able to fix ourselves. This was the case with the leak mentioned in this complaint. All other maintenance issues were addressed as quickly as we could.
  
  
  
  In the description on our website of the cabin mentioned, Majestic View Lodge, it does not state anywhere that this cabin will be secluded. Many of our cabins are in resorts, as is the case with this cabin. As such, there are many other cabins close by. As there is nothing stating that this cabin is secluded, we do not think we misrepresented with how we described the cabin.
  
  
  
  We feel that the reservation holder was pleased with the compensation they received and the refund offered was fair.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  although the above-mentioned compensation was made to the reservation holder, they did not address the issues during our stay. NOTHING was done to correct the filthy conditions in the rental home. No one was sent to clean; no cleaning products were brought to the rental; no offer was made to clean the unit while we were there for the entire stay. That is NOT ok. The maintenance issues listed in the complaint were NOT addressed during our stay, they were not addressed "as quickly as possible as listed in this reply, that is a lie. The refrigerator maintenance (which should have easily been fixed) was not addressed, the light fixtures not working was not addressed, the air conditioning not working was not addressed -- NO ONE EVEN came to check the air conditioning. We had extreme excessive uncomfortable temperature in the rental for our entire stay. In addition, the water pouring through the upstairs floors in multiple places was not an "occasional maintenance issue" it was a serious health concern and detriment to the guests. Water leakage and mold exposure is NOT A MINOR ISSUE. This attempt to downplay the water leakage is blatantly dismissive of the serious conditions that exist in this rental. A plumber or maintenance man should have been immediately dispatched to correct this problem. Because it was not, multiple people in our family got sick. This is unacceptable in a rental of this type that is advertised as a resort accomodation.
  
  
  Business Response /* (4000, 9, 2022/08/18) */
  We are disappointed to hear that is still unsatisfied with how things have been handled here.
  
  According to our records for the reservation referenced, the maintenance requests reported were addressed properly in a timely manner. The only issues we were unable to fix during the guests' stay were the leak and the refrigerator issue. These we had to reach out to an outside vendor for, which we did so. The AC issue was fixed during their stay, and the light issue was also fixed during their stay.
  
  We do recognize that a leak can cause significant issues in a cabin. As these cabins are individually owned, occasional maintenance issues such as these do happen from time to time. When we were made aware of the leak, we did reach out to a vendor who could fix it. Unfortunately that can sometimes take some time because we are at the mercy of the outside vendors availability.
  
  The guest did not make us aware of any mold issue during their stay, therefore we never had the chance to properly address the issue and get rid of the mold. Had we known we would have rectified this. We have had no complaints of mold in that cabin prior to or after the guest stay.