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:02/13/2024

  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.

  2/10/24-02/13/24. Upon entering at 4:00p.m. there was a stench, which was a big deal since we had Lysol anyway. Checking things out quite a few areas wasn't clean the jacuzzi bathtub in the bathroom. The TV in the main living room wasn't working which at that time (4:10pm) we called customer service. The 1st rep. apologized and stated they will send someone out in 45 min to an hour. At 6:00p.m. We decide to go check out the Hot Tub the outside panel was off exposing all the tubes, My husband decides to place the panel back on since it was on the deck, he lift the coving for the tub and parts ( I guess that's what it was) are floating inside, he turned the tub on and came inside and went downstairs to hear water falling heavily, He step out to see it's from the hot tub above (pictures are attached) we called back and got another rep. who was rude and told my husband it's going to be 45 minutes to an hour again before someone can come, and told us "you can leave but, yeen getting ya money back". Furious my husband had to get off the phone.30 minutes or so pass and a very nice maintenance guy named **** came check things out and took pictures and video of the hot tub and stated he would send to supervisor. I got a message from ****** who stated he was a supervisor at 2:01pm on 2/11/24 that they could move us or see what they can do. I called him back at 2:34pm. Rep 3 stated she didn't think he was in, I told her my name and I was returning his called she told me to hold on,10 min,6 sec, she disconnected the line. ****** called me at 9:13am on 02/12/24 and left a message, I called him back at 9:19am, he didn't know I called the day before and offered to move us to a different cabin. We declined since we are leaving in the morning, He agreed we should be refunded partial if not all. He stated he would email his supervisor for approval and call me around noon and again when we check out at 10am on 02/13/24 to do the refund.NO CALL AT ALL!

  

  Business Response

  Date: 02/19/2024

  We at Cabins of the Smoky Mountains are very sorry for the guests dissatisfaction on their stay with us. We want all guests to become returning guests with us, and so we take any complaint seriously in order to gain resolution. 
  
  We were able to contact the guest on Saturday February 17th and come to a satisfactory resolution with the guests.With the Monetary compensation the guest accepted our apologies and a discount on a future stay.We appreciate your feedback and time reporting this to us and speaking with us . We will take this as an opportunity to improve our services to our guests.

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Cabins of the Smoky Mountains
  We requested a cabin for 3 days during Thanksgiving 2023 and paid a $245 deposit.
  We were told that we did not meet the minimum stay required for Thanksgiving which is 5 days.
  We received emails stating we did not meet the minimum stay and were told to add the additional days. We chose not to add additional days due to the additional cost of those and we could not take the additional time off from our work.
  Since we could not stay at the cabin, we decided to spend Thanksgiving with our family in Dickson, Tennessee.
  Thanksgiving Day 2023, our account was debited the remainder of the 3 night stay of $1,119.28.
  We were billed for the 3 night stay even though we were not approved to stay there and did not meet the 5-day minimum.
  Their website literally says “In the case of not meeting nightly minimum restrictions, we reserve the right not to accept these reservations. Under these conditions, a refund will be applied to the credit card provided. “ we never received a refund. (last 2 lines of second paragraph https://www.*****************************/reservation_agreement_policies.php)
  The same cabin we reserved was rented by another customer for the same time we requested to stay there. Therefore, they had no intention of honoring the reservation for the stay we requested.
  Even though they rented the cabin to another customer, and we never met the minimum requirements to stay there, they refused to refund the amount debited from our account.
  Regardless if the cabin was rented or not, we were told we did not meet the minimum requirements to stay in the cabin; so, we had to make other arrangements.

  

  Business Response

  Date: 02/15/2024

  We at Gatlinburg Falls Resort apologize for the frustrations and confusion to the guests. 

  On September 5th 2023 the guests booked a reservation on our online website *****************************. We attempted to reach out to them since they booked the reservation starting on 9/11/2023 to have them add on another night. We do not just cancel the reservations and have to have confirmation from the customers one way or another if they are able to add a night on to meet the nightly minimum in the case they are not we either choose to honor the reservation as is or get with the guest on adding additional nights onto the reservation. In the case they could not meet the nightly minimum requirement and we could not make an exception to it - we would have cancelled. As of the date of your scheduled check in on 11/22/2023 the guests did not cancel or let us know how they would like to proceed. Therefore we kept the reservation in good standing. In our reservation agreement that was signed upon booking the reservation it states the nightly minimums as well as the cancellation policy within the 7 days as the following:
  
   "Should you need to change your dates or cancel, you can reschedule your reservation any time with no penalty as long as the change is processed at least 30 days in advance of your stay. The deposit is placed in escrow, to be held for 1 year, for a future reservation. For reservations canceled inside 30 days, the deposit is forfeited unless we are able to replace the reservation with another booking. Within 7 days, the guest is responsible for the amount of the entire stay unless we are able to replace the reservation with another booking at the same rate. No exceptions to the cancellation policy can be made for weather, health related reasons, or family emergencies." 
  
  Due to the guests not cancelling we charged the card on file for the remaining balance of the reservation as would be typical.

  We did tell the guests that the cabin was opened up to rebook after they no showed on the reservation. This rebooking allows for the money to not be lost and used towards a future stay. The guests cabin was rebooked and therefore we are able to extend the money towards a future reservation. The money can be used towards a future stay until 11/22/2024.

  The guests have placed disputes on the card that was charged to which ultimatley the bank decided in our favor. We are sorry for any confusion that was caused, but we do have to follow our cancellation policy in regards to this matter.

  Customer Answer

  Date: 02/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Thank you for your reply.
  

  Also, thank you for reminding me about the deposit being placed in
  escrow.  I was initially confused when I
  noticed that the $245 deposit was not refunded. 
  I remembered when we requested our stay, if it was not accepted, we would
  still be able to use that this year.  My
  wife and I wanted to make a trip to Gatlinburg and the cabins look wonderful. 
  

  You have to understand our confusion in this matter.  We noticed on the site that it said “nightly minimum stay restrictions, which
  will not be applied by the online reservation system.”  It goes on to say “In the case of not
  meeting nightly minimum restrictions, we reserve the right not to accept
  these reservations.”  We put in
  our request for the three days in hopes that it would be accepted.  It was an expensive stay for us and unfortunately,
  we could not afford the additional days nor did my wife have the vacation time
  since starting her new job.  Needless to
  say, we were saddened when we received the email that we could not stay for the
  dates requested.  Like I mentioned, it
  was going to be expensive for us but we thought it would be a great treat to
  stay in a cabin in the mountains for Thanksgiving; since, our kids were not able
  to be with us over the holiday. 
  

  We put it out of our mind and the addition emails requesting we
  add more days were a sad reminder for that we were not going go be spending
  Thanksgiving in a cabin.
  

  We were literally stunned when we saw that $1,119 was deducted
  from our account.  We did not see
  anything in the email stating that we would be charged for the days that we initially
  requested if we did not contact your company. 
  Had we known we had to contact you, we certainly would have.  I don’t want to say we were misled but the
  site does not explain it clearly.
  

  If you would please refund the $1,119 it would be greatly appreciated,
  and we would love to have this matter put to rest. 
  

  Thank You Again,
  ***** ******

  

  Business Response

  Date: 02/18/2024

  We at Cabins of the Smoky Mountains apologize for the frustrations and confusion to the guests. 

  
  We have attempted to reach out to the guests about this on February 16th and again today February 18th 2024. Unfortunately, we have been unable to speak with the guests despite our attempts. 
  
  On September 5th 2023 the guests booked a reservation on our online website *****************************. We attempted to reach out to them since they booked the reservation starting on 9/11/2023 to have them add on another night. We do not just cancel the reservations and have to have confirmation from the customers one way or another if they are able to add a night on to meet the nightly minimum in the case they are not we either choose to honor the reservation as is or get with the guest on adding additional nights onto the reservation. In the case they could not meet the nightly minimum requirement and we could not make an exception to it - we would have cancelled. As of the date of your scheduled check in on 11/22/2023 the guests did not cancel or let us know how they would like to proceed. Therefore we kept the reservation in good standing. In our reservation agreement that was signed upon booking the reservation it states the nightly minimums as well as the cancellation policy within the 7 days as the following:
  
   "Should you need to change your dates or cancel, you can reschedule your reservation any time with no penalty as long as the change is processed at least 30 days in advance of your stay. The deposit is placed in escrow, to be held for 1 year, for a future reservation. For reservations canceled inside 30 days, the deposit is forfeited unless we are able to replace the reservation with another booking. Within 7 days, the guest is responsible for the amount of the entire stay unless we are able to replace the reservation with another booking at the same rate. No exceptions to the cancellation policy can be made for weather, health related reasons, or family emergencies." 
  
  Due to the guests not cancelling we charged the card on file for the remaining balance of the reservation as would be in accordance with our reservation agreement that was signed by the guests upon booking the reservation initially online.
  
  We did tell the guests that the cabin was opened up to rebook after they no showed on the reservation. This rebooking allows for the money to not be lost and used towards a future stay, but does not allow the guests to be refunded. The guests cabin was rebooked when we opened up the dates and therefore we are able to extend the money towards a future reservation. The money can be applied towards a future stay until 11/22/2024.
  
  The guests have placed disputes on the card that was charged to which ultimately the bank decided in our favor. We are sorry for any confusion that was caused, but we do have to follow our cancellation policy in regards to this matter which states no refunds. 

• Initial Complaint

  Date:01/15/2024

  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 from 01/11/24-01/14/24
  Amenities listed included hot tub, gas fireplace, 3 televisions, charcoal grill, ect.
  Included in the cabin rental I was charged a $135 cleaning fee and a $79 hot tub cleaning fee.
  Once arrived I noticed the fireplace did not work, then noticed 2 televisons didn't work, there was no charcoal grill, the cabin was beyond filthy, kitchen cabinets had fallen off. I immediately called the guest service number and was told someone wouldn't be available until the next day.
  The next day about 7:30pm someone came and told me he was there to fix the tvs, once I told him about fireplace and he advised me they knew it didn't work and are in negotiations with getting it fixed and was only there for the tvs. It was late and the tvs were the least of my concern, I rented the cabin just for the fireplace, hot tub, and grill and it didn't have 2 of the things I wanted and was listed as amenities.
  I called back the next day and was told I would get compensation after check out. I didn't hear anything back for several hours after checkout. I called and spoke with someone else and that person admitted the cabin was dirty and would refund the cleaning fee, and told me to call back in a couple hours to see about compensation for missing amenities. Called back and was offered less than the cleaning fee total. Then the last phone call staff became very rude and refused to offer anything or allow me to speak with anyone else.

  

  Business Response

  Date: 01/31/2024

  We at Cabins of the Smoky Mountains are very sorry for any displeasure to the guests on their stay with us. We take all complaints seriously in order to gain resolution and have guests become returning guests with us. 

  We spoke to the guests on 1/30/2024. After some discussion we came to a resolution of a partial refund due to the concerns of the TV and wifi as well as the arcade game. Both of these items had to be scheduled with outside vendors and unfortunately they were unable to resolve this during the guests stay. 

  We value the guests feedback and will work hard to improve the service to our guests. We do hope that they can give us a chance in the future to return with us and have a much better experience. 

• Initial Complaint

  Date:01/02/2024

  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 booked a cabin with this company for Christmas. We thought that we were staying in Pigeon Forge, but when they texted the address, it was in Sevierville. There was an old mattress just thrown in the woods down below the deck of the cabin so it looked like we were staying in an undesirable area. When they called the day after we arrived, we told them about the mattress and they said that they would send someone out to get it, but never showed. We were not told ahead of time that you couldn't drink the water (sulfur smell) and had to go buy tons of bottled water and didn't want to shampoo our hair. The WiFi was SO BAD that you couldn't even watch a movie on the TV. The fireplace didn't work, I think that it needed propane. The pool table pockets had holes in them so the balls fell out making the game annoying instead of fun. The arcade game was broken. The only thing that seemed to work was the hot tub, but with all the other things in the cabin not working properly, I wasn't about to try out that hot tub which was supposed to be a big feature for renting the cabin. For the price of renting this cabin $3233.67 for 5 nights, I expected things to work properly so that we could enjoy our holiday.

  

  Business Response

  Date: 01/15/2024

  We at Cabins of the Smoky Mountains are very sorry for the guests dissatisfaction on their stay with us. We want all guests to become returning guests with us, and so we take all complaints seriously in order to gain resolution. 
  
  We spoke with the reservation holder on 01/09/2024 in regards to her stay. We truly appreciate the feedback that she gave to us and will take this as an opportunity to improve our services to our guests. We were able to provide compensation to the reservation holder's card as well as offer a discount on a returning stay.

  Again, we apologize sincerely for the inconveniences faced and do hope the guests will give us another chance in the future to show them that we can provide the vacation that they deserve. 

  
  

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family has been coming to Pigeon Forge/ Gatlinburg for over 10 years renting cabins for Christmas. This has been the worst experience ever. This cabin wasn’t properly cleaned, most bedroom doors wouldn’t lock or shut, and blinds on the front bedrooms were broken and missing. Imagine getting undressed in your room at night and pieces of the blinds are missing. The worst thing was my bed didn’t have slacks or a box springs. I had to sleep on mattress on the floor inside a frame. To make matters worst there were a pest control issues. Due to our mattress being on the floor bugs continued to crawl on our bed and on us at night. 5 days of this! When management was called they gave excuses of why the mattress was on the floor and provided no resolution! Completed ruined Christmas for me.

  

  Business Response

  Date: 01/01/2024

  We at Cabins of the Smoky Mountains are very sorry for the guests dissatisfaction on their stay with us. We want all guests to become returning guests with us, and so we take any complaint seriously in order to gain resolution. 
  
  We have been in contact with the guests during and since the stay. We have resolved this with the reservation holder by partial refund and future stay discount. We do hope that you all are able to come back to the area in the future to enjoy the stay you all deserve. We appreciate your feedback and will take this as an opportunity to improve our services to our guests.

  Customer Answer

  Date: 01/02/2024

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

• Initial Complaint

  Date:11/29/2023

  Type:Customer Service 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.

  We arrived to the area earlier and called to inquire about an early checkin. We were told someone was in our cabin, and had not checked out yet so to call back later. I called back at 12:50 PM. They said we were listed as “waiting”. Operator stated they were actually in the cabin cleaning it now, insinuating it wouldn’t be a problem to check in early. At 3pm we were told the cabin was clean, but waiting on an inspector to verify. At 4:15, operator informed us it would likely be after 5pm before verification. The operator finally gave us permission to enter the cabin, as it was left unlocked. Upon entering, the cleaning was lackluster to say the least. Dusty bed frames, cobwebs, dirty pans put away as clean, soiled tabletops, broken bits of tortilla chips in movie room and the theater seats are soiled with food stains. The freezer door seal ill-fitting prevented door from closing. No pillow cases on the pillows and one hand towel in the whole cabin for 5 bathrooms. There was a bowl of old dirty water under the kitchen sink from the disposal leaking. At 5:04pm, I got a text reporting cabin was ready. The “inspector” was sitting outside our cabin in his car. I approached him asking how he approved the cabin if he never even entered the cabin. Needless to say his jaw dropped. We were told the maintenance man would be out the following morning to fix leaky sink. At 8:15pm we walked upstairs to find the maintenance man in the kitchen.
  We woke up on Thanksgiving to find roaches on the counter and in the dishwasher. We ran the dishwasher to try to kill them only to find the dishwasher leaked everywhere. I called, was told they would send someone. Friday I was told exterminators would be out by 1pm, waited all day and no one showed. Saturday at 2pm they finally showed up, with plenty more roach sightings in the meantime. Very unsanitary! The leaking sink and dishwasher were never resolved. I asked to speak to a manager on Tuesday and still have never heard from a manager.

  

  Business Response

  Date: 12/04/2023

  First, we would like to say to our guests - we apologize for any dissatisfaction to their stay. We appreciate the guests time in speaking with us about their stay and things that we can do to improve for the next visitors. We take all feedback seriously in hopes to not have the same issues happen again in the future. 

  On December 1st, 2023 we spoke to the reservation holder in regards to their stay. We agreed the stay was not up to our standards or our guests' expectations. In hopes of making this right with the guests we have provided them with a partial refund and a discount to come back and have a better experience with us if they so choose. 

  Again we appreciate the guests time and sincerely apologize for any dissatisfaction. We truly do hope the guests will give us another chance in the future to host them. 

   

  Customer Answer

  Date: 12/05/2023

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

• Initial Complaint

  Date:11/28/2023

  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.

  Checked in 11/19 - 11/24. Cabin not ready at check in time. Was told 4pm check in only means you can start checking in if the cabin is ready. Horrible customer service. Booked 5 nights and there website claimed stay included multiple tickets to area attractions. No tickets left in cabin as stated. Cabin was dirty and shower curtains had mold all over them. After calling we were told somebody would bring tickets out and they would send somebody to change the shower curtains. Curtains were changed but no tickets. The next day we called again. Were told somebody would bring them within 4 hours. Well we leave in the morning and what do you know, no tickets were brought. The floor behind the couch is gross and includes finger nails and months worth of dust. Tree house view cabin. The cabin itself is older but if cleaned properly would be nice. The hot tub was a whole other subject and nasty. When the other jets were turned on brown water came spewing out. Definitely not drained and cleaned for every guest stay as mentioned on there site. Went and bought sanitizer from the local Ace just to get it cleaned up

  

  Business Response

  Date: 11/29/2023

  We at Cabins of the Smoky Mountains appreciate the guests time in speaking with us today. We take all complaints seriously to have them resolved for current guests as well as future guests. 

  Upon calling the guests today we spoke with them about the stay and the displeasure they had during the stay. We are very sorry to hear of this and so we offered the guests a partial refund and also a discount to use on a future stay. 

  Again, we thank the guests for their time in speaking with us and do hope they are able to use their discount to come back in the future for a much better experience. If they need anything else they can feel free to reach us at 1-866-34- SMOKY. 

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair 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 our arrival, we were met with a pervasive smell of marijuana, which was not only unexpected but also highly inappropriate, especially considering we have four children. Despite our attempts to address this issue ourselves, it added an uncomfortable start to our stay.
  
  Our disappointment continued as we discovered a significant leak near the sink, resulting in mold and water accumulation. The bunk bed provided was broken, and the hot tub, a key feature we deliberately sought when choosing the cabin, was out of service. We understand that maintenance issues can arise, but the fact that the hot tub seemed to have been inoperable for a while without any prior notification is concerning.
  
  Adding to the challenges, the absence of blinds or curtains forced us to improvise by using sheets to cover the front door glass for privacy and security. This lack of basic amenities contributed to our overall dissatisfaction with the accommodation.
  
  What further compounded our disappointment was the realization that the rates for our stay were inflated, well above the normal rates for this week. This discrepancy between the quality of the accommodation and the cost we incurred is both perplexing and disheartening.
  
  Regrettably, due to the kitchen leak and our inability to use the kitchen for Thanksgiving dinner, we had no choice but to check out three nights earlier than originally planned. This decision was not taken lightly and was a direct result of the numerous issues we encountered during our stay.

  

  Business Response

  Date: 12/07/2023

  We at Cabins of the Smoky Mountains do apologize for the issues that were present during the guests' stay. We do take all complaints seriously in order to gain resolution to the issues and have guests become returning guests with us. 

  Since the guests stay, we have reached out to the guests in order to speak with them about their stay and go over any other options they may have.We understand the guest experienced issues with the Hot Tub motor not being able to be fixed which we refunded the fee.There was a leak onto the kitchen table when using upstairs shower which we did address.We were able to drop off the supplies requested. The guest was refunded back $750 for the issues upon checkout. Every call is recorded on our lines and as far as our call records prove the guest called us on check out day (11/25) to inform us of check out there would be no indication to us that the guest checked out early. They never mentioned having left early. Since their stay we have been in contact with the guests again. We did offer an additional refund and a gift certificate to try and make the guests happy, but the offer was refused. We did everything that we could to appease our guest. We are not perfect but we do try everything to make our guests happy to make them return guests if they so choose.

  Again we are very apologetic for the issues the guests faced, but due to the guests staying the duration of their 6 night stay and us resolving the issues that we could, we feel as though what has been refunded and offered is fair. 

  

  Business Response

  Date: 12/14/2023

  We are very sorry to hear of the guests continued displeasure with this situation. 

  We have been in discussion since the guests stay and offered the guests an additional refund of $350. This would be combined for a total of $1100 refund with the $750 already processed. We do feel that what we offered to the guests is fair and have explained that we will not be able to offer additional refunds past that due to staying the duration of the 6 night stay. The guest does not feel this is fair and stated that he would be taking measures with his financial institution. 

  Again we are very sorry for the issues that were experienced during the guests stay with us. We are not perfect but we do try to make things right when issues occur so that we can have guests become returning visitors with us. We do take these complaints and issues seriously and for that reason we happily offered a partial refund to which was rejected. 

  Customer Answer

  Date: 12/15/2023

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

  We have not received the $350 refund as of yet. But if the business follows through with this, then we are in agreement.

  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a luxury 12 bedroom cabin for 20+ people over a year in advance to celebrate my dads 80th birthday. We arrived. The cabin had amazing views and was a beautiful cabin but so in need of maintenance!! It was a complete joke from the moment we stepped indoors. No water in several bathrooms. No washcloths or wastebaskets in some. No bed pillows elsewhere. Disgustingly dirty most everywhere. Bathrooms esp. cock roaches and bed bugs. (And yes we got bit) ?? too many things wrong to mention them all. Mattresses were complete junk and need to be destroyed. No grill on site after we’d been promised one would be delivered. The large tv was taken from the theatre room. Wires and accessories lay around. Customer service is non existent with this company. They never call you back and never try to meet the customers needs. So disappointed. And disgusted. Will never be back.

  

  Business Response

  Date: 11/24/2023

  We at Cabins of the Smoky Mountains apologize for any inconvenience experienced during our guests' stay. Mrs. ****** checked into Amazing Views Mansion on November 6th, 2023 for a 3 night stay. The same night Mrs. ****** reported cleanliness issues in the bathrooms, 2 roaches on the bathroom floor, and an issue with no hot water in the bathrooms on the top level. She also stated the property is nothing like the description. We value our guests safety and feedback above all else and so maintenance requests were placed in order to rectify these problems. 
  
  
  We were able to contact a 3rd party vendor to come spray for roaches the following day November 7th, 2023. Also, on November 7th at 8:41AM Mrs. ****** was contacted concerning the no hot water issue and made aware that a 3rd party vendor would be making repairs during the stay. Mrs. ****** was then offered to be moved to a different 12 bedroom property for the remaining 2 nights. She declined this offer and requested a 1 night stay reimbursement in order to make things right and make up for these issues she and her family experienced. She was in agreement with this offer as being fair. The $754.00 was reimbursed the same day. We also offered to send a housekeeping team concerning the cleanliness of the property. Mrs. ****** requested no additional services from our company until after their check-out on November 9th, 2023. 
  
  On November 9th, 2023 Mrs. ****** called in the day of check-out requesting an additional refund of $1,000.00 on top of the $754.00 already returned. We told the guests we would be unable to offer any additional reimbursement as we were under the impression what was offered previously was fair. We again are terribly sorry for the dissatisfaction of the guest on their stay. But we did everything on our part in order to make up for the issues faced.

  
  We are not perfect, but we do try to make things right for our guests. We unfortunately will not be able to offer additional reimbursement as discussed with the guest due to them staying the full reserved time and them declining additional services. We do hope that Mrs. ****** and family are able to come back to the Smoky Mountains in the future though for a much better experience and we would love to be able to host them and their family moving forward if they so choose. 

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family rented Bluebirds over the Valley from Cabins of the Smoky Mountains Nov. 1st - 4th. We called over a week in advance wanting the address but were told we couldn’t get it until we had checked in, on Nov. 1st. I mentioned that we had several elderly grandparents in their mid80’s in our group, and we needed to be sure the parking area and entrance to the home were accessible for people with walkers and canes, as well as our eight vehicles. We were told the parking area was flat and had ample parking. There were 18 of us in our party, and we needed 8 bedrooms with king size beds. We arrived on Nov. 1st and thought we were at the wrong house. The pics on the website didn’t match what we saw at arrival. The parking lot was in terrible shape and not safe for 8 vehicles. There was no heat on the downstairs level where four of our bedrooms were located. A kitchen drawer had no bottom, A handrail on the stairs was disconnected at the base. Two fire alarms were disconnected, and most of the blinds/shades were broken or missing. Several lamp shades and glass globes in light fixtures were broken, and several picture frames had broken, jagged glass panes in them. The dishwasher kept falling forward out of the cabinet when opened. We tried repeatedly to get another place to stay - through phone calls and emails - or at least have them provide space heaters for the four unheated bedrooms. It was 24 degrees the first night of our stay, and those rooms were 55-56 degrees the whole time we were there. They sent four technicians who couldn’t fix the heat (2 the first night and 2 the next day). We were told by office staff they couldn’t talk with us about any refund of our fees until we checked out on Sat. They offered twice to move us to a smaller house with 5.5 beds/baths (which was not adequate for us). At check-out we were told management had refunded $500 plus $202 we spent on space heaters but was not available to speak with us due to working remotely.

  

  Business Response

  Date: 11/28/2023

  We at Cabins of the Smoky Mountains apologize for the dissatisfaction to the guests during their stay with us. We appreciate the time the guests spent with us in house as well as afterwards in resolving this matter with them. It is in our sincerest hopes that all of our guests become returning guests with us. 

  During the guests stay and since, we have been in contact with them. After their stay, We have been able to reach a resolution of a partial refund with the guests. 

  We again apologize for the issues that the guests experienced. We take all complaints seriously from our guests in order to gain resolution to the issues and not to have them occur again in the future. We do hope that the guests are able to return to the Smoky Mountains in the future and would love to be able to host their next stay if they so choose. 

  Customer Answer

  Date: 11/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20825413, and find that this resolution is satisfactory to me. I doubt the rental company management or owners have actually addressed many of the numerous issues with the Bluebirds over the Valley house, but I hope they have at least fixed the heater/HVAC.

  My family and I have never filed a BBB complaint of any kind. This situation is the only one we've ever experienced that we thought warranted such a drastic remedy. We appreciate your help in facilitating a resolution. 

  
  Sincerely,
  
  
  
  ******* *****