Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a “luxurious” cabin in the mountains, upon arrival after paying the full amount of $3,366.72 for 6 nights, we found the cabin to be unfit for humans to stay. Like most people, we relied on the pictures posted on the company’s website. The pictures were deceptive. The cabin looked beautiful in the pictures. There was a pool, hot tub. In reality, the hot tub had no cover, bugs in it & 76°, the pool had debris, dirt all at the bottom, their beds were dirty with old linens, there was a bed that had no blankets, the floors were so dirty you had to wear shoes, there were bugs in the cabin, there were missing light bulbs, cobwebs everywhere, massive amount of webs behind headboards, every surface was dirty, food wrappers on the floors, food & stains all over the couches(which were not the ones depicted in the pictures online), trash in the pool area, other people’s clothes left in one of the beds, a sliding door to the outside that wouldn’t lock, all dishes were dirty, cabinets were broken & run down, kitchen water faucet sprayed on you, area rug rolled up at the edge to trip on at the top of the second level, fridge water line was pulled out obstructing the walk way, doors off of the hinges, foosball table’s leg was broken & caved in. The list goes on. It looked like this cabin has been neglected for decades (best description is a frat house) & they charge premium prices. We immediately called the company after discovering the inhabitable conditions. The desk person responded by saying “the cabins are old”. This is no excuse! It was unsanitary & unsafe! We asked to speak to the manager. He said their manager was not in & if we had issues, we needed to stay until Thursday when their management team meets on Thursdays. We arrived on Sunday! We did not stay at this cabin!
  We are asking for a full refund of $3,366.72 before further legal action happens. This is NOT in dispute with our credit card company. This is not ok!

  

  Business Response

  Date: 11/07/2024

  We thank the guests for reaching out and sharing their concerns regarding their recent reservation. We sincerely apologize for any issues they encountered upon their arrival. It is always our goal to provide a comfortable and enjoyable experience for our guests, and we regret that we fell short in their case.
  
  We appreciate the feedback about the conditions they observed, and we assure the guests that we are committed to addressing such matters. We are under contract to have the opportunity to resolve any issues if they arise and then if we cannot then we would proceed with other options. Unfortunately, we were unable to do so in their case as they chose to leave the property shortly after reporting their concerns. Because of this, we were not granted the time necessary to rectify the situation or discuss alternatives for their accommodation.
  
  Moreover, we understand that the guests had disputed the charges through their credit card company shortly after leaving, and we want to clarify that the card issuer has sided with us due to the signed agreement which details the responsibility for the full payment within seven days of the guests arrival unless the cabin is booked by another guest. Which it did not. 
  
  While we are empathetic to their experience, we also must adhere to the agreements made.
  
  We thank the guests for their understanding and time on this matter and we apologize for their dissatisfaction. 
  
  Best regards!
  

  Customer Answer

  Date: 11/09/2024

   
  
  Complaint: 22522630
  
  
  
  I am rejecting this response because:

  The dispute with the credit card company is irrelevant. Your company failed to provide a safe and sanitary cabin to our family.  The cabin clearly did NOT meet the expectations of what is advertised on the website.  We gave the company a chance to make it right and the person that answered the front desk did not make us feel like our concerns were heard. He told us that we would have to pay an up charge fee to move cabins. We already spent over $3300 and did not feel that another cabin would be acceptable based on what we saw at H2O oasis. At that point we asked for a refund. 
  The desk person told us that we would receive a phone call on Monday morning, August 5th to rectify our situation. We are still awaiting for that phone call. It was then that we disputed the charges because no one called us. He also told us that the management team meets on Thursdays to discuss possible solutions. There was no way we were going to stay until Thursday in the conditions that the cabin was in.  If we stayed, then their response would be no refund because you stayed.  Any reputable company would have done something to make this situation satisfactory right away. We do not feel that any attempts were made to make this right therefore this is unacceptable. Would you want your family to stay in a place that you paid over $3,300 for in these conditions?! This is unethical.  Make it right please!  
  
  
  
  Sincerely,
  
  
  
  Jennifer & Jonathan Sero

• Initial Complaint

  Date:10/13/2024

  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.

  Dear Mrs. *******,
  
  Thank you for sharing your experiences and feedback regarding our cancellation policy. We truly appreciate hearing from our guests, especially in these challenging circumstances.
  
  I completely understand the difficulties you faced due to Hurricane Helene, and I empathize with your situation. Unfortunately, we are unable to make exceptions to our cancellation policy for weather-related events. However, I am pleased to inform you that the cabin you reserved has been rebooked for a portion of the days, allowing us to extend a credit towards a future stay. Please note that, as per our policy, while we are able to extend this credit, the deposit was forfeited when the cancellation was made the day before your scheduled arrival. Per policy the full payment is due 7 days prior to arrival unless rebooked by another guest for at least 50% of the cost of the original stay.
  
  Again, I appreciate your understanding and the opportunity to clarify our policy. If you have any further questions or would like to discuss future reservations, please do not hesitate to reach out.
  
  Best regards
  
  
  Feedback Submitted:
  
  0
  
  Feedback
  Oct 07, 2024
  Location: Cabins of the Smoky Mountains
  Feedback:
  Georgia Hurricane Helene Survivor. I could not make it to Gatlinburg for obvious hurricane reasons. When I reached out to the office for a refund and to cancel prior to arrival date. They said the “roads were clear” to make it to Gatlinburg from Georgia. The airport where I was supposed to get transportation rental was closed and not renting vehicles, because there was a shortage of gas. So there was no way for us to leave area and the devastation whileweweresimultaneously trying to find food as well. This is no frivolous cancellation. It was due to devastation in my area and inability to get there. If refund is not forthcoming, Better Business Bureau will be contacted.

  

  Business Response

  Date: 11/01/2024

  We thank the guest for reaching out and sharing her concerns regarding her recent cancellation. We completely understand that she is upset about our cancellation policy, especially considering the difficult circumstances caused by the hurricane.
  
  While we truly empathize with her situation, our policy does not allow for exceptions due to weather-related events. However, we have processed the cancellation of her reservation in accordance with our policy. This opened up the opportunity for others to book and ensured she receive a credit for a future stay with us, valid for one year from the date of cancellation.
  
  We are sincerely sorry for any frustration this situation has caused, and we appreciate her understanding as we adhere to our established policies. We hope to have the opportunity to welcome her and her guests at a future date, and we are happy to extend the credit towards that stay.
  
  We thank the guests for their understanding.

  Customer Answer

  Date: 11/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22414091, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/10/2024

  Type:Facilities 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 to stay in the Little Livvy Lakehouse from 10/6-10/13/2024. Upon arriving, I noticed several issues immediately. The blinds on the front door were broken so that you could see directly into the cabin. The TV in the living area did not work. The pull-out bed in the front didn't have linen, and the mistress was soiled and stained. The bed in the main room was sunken and hard. Lastly, there were ants and gnats throughout the cabin. I called within ten minutes of my arrival to ask for assistance. First, I asked if I could cancel for a refund; at that point, I had not unpacked or moved any of my things inside. I was told I could not cancel or be refunded for the stay. Then I asked about getting another cabin and was told that no other cabins were available. I was advised that my only option was to place a work order. It has been two days, and no one has come to address the issues. I called back and was told someone would reach out to me. At this time, I plan to leave in the morning because this cabin is not in good condition, especially considering I paid more than one thousand dollars. This was my first time visiting and it has been a bad experience this far.

  

  Business Response

  Date: 11/01/2024

  We thank the guests for reaching out and sharing their experience regarding their stay at the Little Livvy Lakehouse. We sincerely apologize for the issues and delays they encountered; we understand how important it is to have a pleasant and comfortable experience during the visit.
  
  We fully acknowledge their concerns about the broken blinds, non-functional TV, missing linens, and the overall condition of the cabin. This is not the level of service we strive to provide, and their feedback is invaluable as we work to improve.
  
  Their experience is essential to us, and while we realize the **** **fund may not erase the dissatisfaction the guests faced, we hope it reflects our commitment to making things right.
  
  If there is anything further we can do to assist the guests or if they would like to discuss their experience in more detail, we encourage them to reach out directly. We appreciate their understanding and hope to have the opportunity to serve them better in the future. 

• Initial Complaint

  Date:10/08/2024

  Type:Facilities 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 on 09/21/24. I requested the hot tub fee $46.00 and the cleaning fee $85.00 be refunded on my card as we could not use the hot tub as it was NASTY and the cover was falling all to pieces inside the water and Styrofoam and junk floating in it from the cover.
  Bathroom WAS NASTY as all get out. HAIR all over the floor as if the place hadn't been swept or vacuumed. We had DOG HAIR Imbedded in our BLANKET on the bed that had no comforter or bed spread as the picture online showed. Large spiders crawling on countertop that had gotten caught up in cobwebs. bathroom floor was nasty, They charged me for One night Rent, plus charged me a ONE NIGHT FEE which was never disclosed until I seen it after i signed documents. Nearly a $500 a night stay for a cabin that was nastier than the Motel 6 down the road I'm sure. They did give me back the piddly $46 hot tub fee. However they won't answer my phone calls or texts now about the cleaning fee. We didn't sleep in the hot tub but we had to sleep in the nasty cabin with dog hair all over the bed. I RECOMMEND DO NOT STAY WITH CABINS OF THE SMOKEIS OR ANYONE THAT USES VENTURE RESORTS AS MANAGEMENT. THEY SUCK!

  

  Business Response

  Date: 10/09/2024

  We at Cabins of the Smoky Mountains thank the guests for reaching out with their feedback regarding the recent stay at our cabin. We sincerely apologize that they encountered issues during their time with us, particularly concerning the hot tub and the cleanliness of the cabin.
  
  We understand how disappointing it is when amenities are not up to standard. From time to time, our hot tubs do experience breakdowns. In this instance, we dispatched a maintenance technician who found that the hot tub was heating properly, with a reading of 97 degrees Fahrenheit. (Photo attached) We appreciate the guests understanding of the life expectancy of such appliances.
  
  As a gesture of goodwill and courtesy for their stay, we have refunded the hot tub fee of $46. However, we must mention that we are unable to reimburse the cleaning fee of $85, as we did not receive any reports regarding these cleanliness issues during the stay. We encourage all guests to communicate any concerns to us promptly, as we strive to address issues while the guests are still with us.
  
  Again, we apologize for the inconvenience the guests experienced and appreciate their feedback. We value all our guests and are committed to improving our customer experience.
  
  Thank you for your understanding.

  

  Business Response

  Date: 10/11/2024

  We thank the guests for reaching out and sharing their feedback regarding their recent stay with us. We sincerely apologize for the experience they encountered and appreciate their perspective on the cleaning and hot tub issues.
  
  We want to assure the guests that prior to their arrival, our place was thoroughly cleaned and inspected. While we strive for perfection, we acknowledge that sometimes things can be partially missed, and we are sorry for any inconvenience that caused.
  
  Regarding the cleaning fee, we will not be able to offer a refund, as we believe the services were provided as promised. Additionally, we appreciate the guests understanding in relation to the hot tub conditions; we have already processed a refund for that fee despite the fact that the hot tub was partially operational, aside from limited jets, which can be a common occurrence with frequent use.
  
  We can confirm that a new hot tub cover is on order and working with a vendor and the owner to repair the jets to the hot tub, and we are committed to improving our services based on valuable feedback like the guests here.

  
  We again thank the guests for their understanding and for giving us the opportunity to enhance our offerings in the future but do apologize again for not being able to meet their request for further reimbursement.
  
  Best regards!

  Customer Answer

  Date: 10/11/2024

  
  
  Complaint: 22392250
  
  
  
  I am rejecting this response because: IT WAS NOT CLEAN SEE PHOTOS
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/03/2024

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently rented the Hidden Owl Lodge for my wedding. Please allow me to tell you how terrible this was. Upon arrival we were greeted by cockroaches!!! YES COCKROACHES!!! NO kitchen towels, 1 roll of TP per bathroom. The oven handle was broken, the filter faucet didnt work. There were no serving dishes, the patio door handle in the moose room came off in my BILs hand. The smell of sulfer was terrible!! The water was black, BLACK coming out of the faucets. Im not sure this place has ever been dusted, most everything was covered in dust, there was trash all over the front and back yards. Lots of trash. No of the TV remotes in the bedrooms worked. NONE. Every barstool had several nails sticking out of them, like they were falling apart, same with the ones on/ the deck. There were several soft spots on the deck, where we were to hold the wedding. The A/C was broken, by the next day (tuesday), when they came to look at it, they couldnt fix it that day and wanted to come back Wednesday, the day of my wedding. At that point my travel agent was working with ***** to get us into a new pace. My mom was able to get ahold of ****** and she gave us 2 different options to move to. WE picked the first one. Top of the world view. While it was much better, guess what???? THE A/C WAS BROKEN. And they had to know.. a few hours /after we got there a repairman showed up, confused that we were there. He said he couldnt fix it, but would jimmy rig it till he could get a part, (we never saw him again). While this new house -was nice, it did have its faults.. Several of the bathrooms had broken fixtures, most of the sink drained very slowly if at all. The neighbors had a blast a few nights till about 4am. And there was also trash all over the front and back yard. For the amount of money I spent $2500.. And it being my wedding, this was way to stressful!!!! I am asking for at least 1/2 of my money back if not more.

  

  Business Response

  Date: 10/04/2024

  We Thank the guests for taking the time to share their concerns regarding their recent stay at Hidden Owl Lodge. We want to extend our sincerest apologies for the numerous issues they encountered, especially during such a significant occasion as their wedding.

  
  It was never our intention to place them in a property that was experiencing these challenges. We truly aimed to provide them a pleasant and memorable experience. We understand how upsetting it must have been to deal with cockroaches, broken amenities, and maintenance issues during your celebration. Your feedback regarding cleanliness and the conditions of both properties has been noted and will be addressed promptly with our cleaning and maintenance teams to ensure that we prevent similar experiences in the future.
  
  While we cannot offer a refund of half of what was paid due to our policy, we would like to extend a reimbursement of $850 as a gesture of goodwill and acknowledgment of the inconvenience they experienced. We hope this helps to alleviate some of the stress and difficulty they faced during their stay.
  
  Again, we deeply apologize for the distress the guests experienced, and we thank them for bringing these matters to our attention. We truly value their feedback as it helps us improve our services. If there is anything else we can do to assist them, we encourage the guest to please reach out directly. 
  
  Wishing the guests all the best!

  Customer Answer

  Date: 10/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22375112, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** White

• Initial Complaint

  Date:09/27/2024

  Type:Customer Service 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 for a cabin stay to occur 09-27-2023-09-29-2024. We were informed today that despite a hurricane currently causing a travel ban and flood warning on both my area and the area we were traveling to, no refund can be issued. The cabin is in direct path of a hurricane and currently in a flood warning. Despite the danger to travel, there is no option to cancel booking or receive any refund of any kind.

  

  Business Response

  Date: 09/27/2024

  We at Cabins of the Smoky Mountains thank the guests for reaching out to us regarding their upcoming cabin stay. We sincerely apologize for the frustration they are experiencing due to the current weather conditions.
  
  We want to clarify that while we understand the guests concerns, the cabin they booked is not in the direct line of the hurricane, as we are situated in the Smoky Mountains. Although we are receiving some rain and certain areas are facing some flooding, we are currently experiencing nice weather here and the areas in which our properties are located are not flooded. 
  
  We understand that this situation can be stressful; however, our cancellation policy does not provide for exceptions regarding weather-related events. The guests are able to cancel their reservation, but with our policy should be aware that they may risk losing the funds already paid if the property does not rebook.
  
  If the guests have any further questions or would like to discuss their options, we encourage them to please not hesitate to reach out. We appreciate the guests understanding and again apologize for any frustrations this has caused.

• Initial Complaint

  Date:09/26/2024

  Type:Facilities 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.

  Upon arrival on 9/18/24, I walked the cabin and found that one of the beds had an extremely large dip on one side. I immediately called and reported it. In addition, one bathroom had no toilet paper or towels and while looking for dish towels we found a dirty bath towel thrown in a kitchen drawer. I also reported these things. We heard nothing back that night. My sister in law slept across the bottom of her bed while her husband had to curl up on the side that wasn’t dipped. Also, that night we discovered that the hot tub didn’t work.
  The next morning we wanted to watch tv in the living room but it had no sound! Several of us tried to figure it out with no luck. At breakfast I discovered the kitchen was not equipped. I had to have my husband bring me pans from Greenback, TN which is over an hour away. We ate breakfast at 1:00. I went to shower and found that it had not been cleaned. Broken furniture, screen missing in screen room, etc. I called and reported all of this also. A couple hours later, the maintenance man came. He looked at the bed and said it needed to be replaced. Adjusted the hot tub. Tried to get sound on tv and said it needed to be replaced. Later that day the hot tub was still cold and we heard nothing about the bed or tv. We called again. The rep was extremely rude. My sister threatened to call the BBB. Bed time came, still nothing. My sister in law moved to the couch in the middle of the night.
  Day 3. I drove to the office and expressed all of our concerns in person. Finally, around 6:00 pm the maintenance man showed up alone with a new mattress. My brother had to help him carry it from the third floor. He said that it would take up to 24 hours to fully inflate. That made 3 nights that the bed was not functional. We explained again that the other things were not working and never saw anyone again. When we left to go home the hot tub was still cold!! They advertise luxury cabins. Not true. We did not receive what was advertised.

  

  Business Response

  Date: 10/09/2024

  We at Cabins of the Smoky Mountains thank the guests for reaching out to us with their concerns regarding their stay. We sincerely apologize for the numerous issues that the guests and their family experienced during the visit. We have spoken with the guests regarding their complaint and appreciate the time in speaking with us to get to a resolution. 
  
  It is unfortunate that the condition of the cabin did not meet our usual standards, and we are sorry for any discomfort this may have caused. Please accept our heartfelt apologies for the oversight regarding the bed, the bathroom amenities, the hot tub, and the overall cleanliness of the kitchen facilities. We understand how frustrating this must have been for their family, especially during a time meant for relaxation and memories.
  
  We are actively reviewing our processes to ensure this does not happen in the future. The guests experience is not representative of the high standards we aim to deliver to our guests.
  
  We have processed a partial refund to the guests and would like to extend an invitation for them to return in the future so that we can provide them with the exceptional experience that they deserve.
  
  We thank the guests once again for their understanding and for bringing this matter to our attention. We value their feedback and hope to have the opportunity to welcome them back soon.

  Customer Answer

  Date: 10/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22341008, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:09/03/2024

  Type:Facilities 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.

  The AC did not work properly and they were notified multiple times. It stayed between 75-80 degrees.
  
  The upstairs bathtub flooded well above ankle height.
  
  We were locked out of the cabin for almost five hours. We contacted the 24/7 line FIVE TIMES and NOBODY helped us. The people we spoke to were apologetic but they couldn’t do more than let maintenance know. This occurred from 10:30pm on 8/31 into the morning of 9/1 right before 3am. We were called by a number that appeared to be the office, but they did not leave a voicemail. The call was after 11am on 9/1. That would’ve had us waiting in our car for over 12 hours.
  
  We had a locksmith come out and that’s how we gained access to our belongings in a cabin we paid for.
  
  In total, we spent one night in the cabin. The second night, in our car. We were supposed to stay until 9/4 but left on 9/1 because of our treatment by the front desk lady. We were informed how they can remotely unlock the doors, which we had no idea. And had the nerve to ask, so you had a locksmith come out without permission? In what world could we have gotten permission seeing as nobody was helping us?
  
  I was reimbursed for the locksmith. We paid $400 total, but only have a receipt for $250 because we paid the remainder in cash. I want a refund, excluding the ONE NIGHT we actually got to stay in the cabin, otherwise we will pursue legal action.
  
  None of this is okay. It is unacceptable. To pay over a grand for a cabin and receive less than stellar treatment is absurd! What if we had kids? What if there was medication or anything else we could’ve needed but couldn’t get to because of their negligence and unprofessionalism?
  
  This company needs shut down. The BBB reviews and complaints are beyond concerning.
  
  I am unable to attach our videos of our attempts to get into the cabin the night of 8/31, and showing the issues occurring before we left.

  

  Business Response

  Date: 09/16/2024

  We hope this message finds you well. We want to extend our deepest apologies for the distressing experience the guests endured during their recent stay with us. It is truly regrettable that the air conditioning did not function properly, that they faced flooding in the bathtub, and unfortunately, that they were locked out of the cabin for such a lengthy period. This is not the standard of service we strive to uphold.
  
  We understand their frustration. Appliances in rental properties, much like those in any home, can occasionally break down due to their life expectancy. However, we recognize how unacceptable it is to have these issues arise during the stay, and more so, to experience delays in assistance. Our team genuinely empathizes with the guests, and it pains us to know that we did not meet the guests expectations during this time.
  
  Regarding the matter of the request for reimbursement, we want to confirm that we have processed the reimbursement of all but the deposit. We appreciate the guests understanding in this situation, even as we navigated a difficult night together. We do aim for better support and communication, and the guests feedback will certainly help us improve our services in the future.
  
  We genuinely hope the guests will reconsider the thoughts about pursuing further action, as we value every guest tremendously and regret any impression of negligence on our part. We Thank the guests for bringing their concerns to our attention and for their patience as we improve.

  Customer Answer

  Date: 09/18/2024

  
  
  Better Business Bureau:
  
  
  I appreciate the apology and reimbursement for the rental. I do wish we would’ve been reimbursed for the locksmith, but we want to put this to rest as well. I have reviewed the response made by the business in reference to complaint ID 22229295, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/03/2024

  Type:Facilities 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 the “A Cozy Den” cabin from Cabins of the Smoky Mountains for 08/24/2024 -08/29/2024.
  They advertise “luxury cabins”. This cabin is absolutely NOT luxury!
  The carpeting on the stairs and in the lower level is absolutely disgusting. The carpet is dirty, stained and wrinkled (I took photos) - Definitely not what you want to put your feet down on when getting out of bed in the morning!! I’m sure that’s why the lower level smelled stale.
  The lower level bathroom shower is moldy and the shower doors have no handle to open or close on the inside. The shower doors also have no track holding them in place.
  We never used the hot tub…There was sand in the bottom, so we didn’t even bother.
  The area is beautiful but we most definitely will never rent a cabin from this company when we return.
  The fact that they think it’s acceptable to rent a cabin in this condition and call it “luxury” is absolutely ridiculous. Definitely false advertising!

  

  Business Response

  Date: 09/16/2024

  We at Cabins of the Smoky Mountains thank the guests for taking the time to share their feedback regarding their recent stay at “A Cozy Den.” We sincerely apologize for not meeting their expectations of luxury. We strive to provide all our guests with a comfortable and enjoyable experience.
  
  We understand how disappointing it can be to encounter issues such as stained carpeting and bathroom maintenance, which detracted from the guests stay. It’s important to note that, from time to time, certain appliances, amenities, and furniture may experience wear and tear, just as they would in any home. Unfortunately, we were not made aware of these concerns during the guests five-night stay, and had we been informed, we would have been more than happy to address them promptly for the guests. 
  
  We take the guests comments seriously and will review our housekeeping and maintenance procedures to ensure we uphold the high standards that we promise. Guest satisfaction is important to us, and we appreciate the guests feedback which helps us improve.
  
  We hope the guests might consider giving us another chance to provide them with the experience they deserve, should they choose to visit the area again.
  
  We thank the guests for their understanding, and we wish them all the best

  Customer Answer

  Date: 09/16/2024

  
  
  Complaint: 22222131
  
  
  
  I am rejecting this response because: That cabin was filthy and nothing short of replacing the carpet and shower doors would have made any difference. Clearly, that wasn’t going to happen during our stay.

  The simple fact is that we paid for a “luxury” cabin and it was awful. That is false advertising!

  A check of your website shows that nothing has changed…You’re still advertising “luxury”; Still misleading unsuspecting guests.
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:08/22/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family rented the Landmark Lodge, 621 Dollywood ln, Pigeon Forge, Tn. 7-28 to 8-3-24. Our family expectations were simple. A clean, safe, family friendly environment. Only to be meet with an EXTREME Water intrusion/flooding on bottom floor. Reported Monday, never adequately repaired. For the entire week, water continued to seep through every seam in the floor with every step. A 6-8" hole in floor in dining area when we arrived, a large rusty nail and giant staple were loose inside. Kitchen floor has a messy taped patch on the floor that has become loose and also poses a SAFTEY RISK. Hot tubs do not heat. Reported Monday morning and never adequately repaired. No air conditioning on half of the third floor. Took 48 hours to repair. Room 12 - no hot water. Reported Monday morning, never repaired. Listing shows 6 video games, There were in fact only 3 video games and one of them doesn’t function properly. Very dirty bottom floor, As we worked to wipe up the water, every towel was black. Pool door not adequately secured. There’s an alarm but it was not in the pool when we arrived and we were never able to secure the door. DROWING HAZARD. TVs not secured. Several problematic doorknobs, MAJOR FIRE HAZARD for exit if it won’t open easily. Broken bed in room 14, several bedframes loose, no mattress proctors, several urine stained. Water leak in ceiling Room 1 bathroom. Common toilets on main and second floor loose. Pool maintenance closet is not secured properly and is full of CHEMICALS and MOLD. Clothes Dryer vent and duct appears completely clogged for as far as we can see. FIRE HAZARD. Downstairs breakers trip. Our entire stay trash overflowed the "bear Proof" container. Frequent failure to show up, lack of response after calls to maintenance. We made no less than 17 calls to service, more than one of those calls required us to hold for 31 minutes, at which point a recording comes on saying “this mailbox is full” and it disconnects. Renter Beware!

  

  Business Response

  Date: 09/16/2024

  We at Cabins of the Smoky Mountains want to extend our sincerest apologies for the numerous issues the guests encountered during their stay at Landmark Lodge. We understand that expectations for a clean, safe, and family-friendly environment were felt to not be met, and we are truly sorry for the inconvenience and discomfort this may have caused your family.
  
  Occasionally, as with any home, appliances and facilities in rental properties can break down due to their life expectancy and overall wear and tear, and it appears that several issues arose during your stay. We continuously strive to maintain high standards, but the guests experience indicates that we fell short. For that, we sincerely apologize.
  
  We would like to note that we reached out after the stay to discuss potential reimbursement. However, it has come to our attention that a dispute has been filed with the credit card company, which means we are currently unable to discuss any refunds or resolutions at this time.
  
  Please know that the guests feedback is invaluable to us, and we take these matters seriously as we work to improve our services and accommodations for all our guests.

  
  We thank the guests for bringing these issues to our attention. We hope to have the opportunity to make things right for them in the future.