Complaints

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

• Initial Complaint

  Date:10/18/2023

  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.

  10/12/23 Arrived at cabin, hot tub is drained, toilets stained, dark yellow water, went to other cabin on property,orange water in hot tub. Cabin lists grill as an amenity,no grill,Reported all issues found. Was told I would receive a call back and maintenance request would be entered.Was told grill should be delivered,it was not,Called back to customer service at 1007p and was told that the hot tub was drained d/t water being orange and they will look into it more and get back with me.Told that I would receive a call by 10 amSinks and bath water is cloudy, discolored. Daughter went to sit in theater to watch a movie, seat fell back d/t back of seat broken.Fireplace does not work.Master bedroom TV doesn’t work.10/13/23 coffee maker does not work,discolored water trickles only.Water now orange.Ice in icemaker orange.Called customer service d/t no call back, reported additional issues found at cabin noted on 10/12 and new issues.Requested a plan since now w/ more urgency d/t the inability to shower, use water for any reason.Received a call back from **** at 1221 pm, who I connected w/ on earlier call on this day.**** reported that water is not fixable, issue found and reason hot tub was drained,she spent much time on call communicating w/ management via chat.Was told water issue a known issue that was to be fixed.Was told that we would be compensated for issues. I requested many times to speak directly w/ manager and the mgr wont talk to me.After I requested moving to another cabin, we were able to get into 2 different cabins for the next 2 nights with priority status.Got in 1st cabin at 6 pm, 2nd at 4 pm Sunday after multiple calls, going to office.Told mult times we will be compensated.Confirmed a late check out for Sunday 3x and cleaning crew was thereat10am.Spent over6 hrs on phone,48hrs in limbo of next steps.The only time I wasnt dealing w. their incompetence is when I slept.Was supposed to get a call after leaving Sunday re: compensation.No call. I have now spent another 4 hrs on calls and they offer $174 after many calls requesting to speak to a manager, I never got to speak to one.I expect a full refund.They rented us a cabin with known issues resulting in us having to move.Trying to communicate with this company is a joke. Management is horrid.

  

  Business Response

  Date: 10/31/2023

  We at Cabins of the Smoky Mountains are very sorry for any dissatisfaction to our guests during their stay with us. We take all their complaints seriously in order to resolve them for the current guests as well as any future guests. Ultimately we want all of our guests to become returning guests with us. 

  During their stay and since we have been in communication with the reservation holder on resolving this. We have offered what we feel as fair in order to resolve it. The guest stated that she would like to speak it over with her husband and would get back with us on if she was willing to accept. We have not heard back from the guests as of yet on this resolution for them. We will be back in contact with the guest in order to fully gain resolution this week. 

  We thank the guests for their time in speaking with us in regards to this matter and we look forward to further serving the guests. 

  

  Business Response

  Date: 11/13/2023

  We at Cabins of the Smoky Mountains apologize for any delay in the communication with the guests. 

  We want the guests to know that we take all the feedback that they have given us to help us improve our services.

  We have been in contact with the guests and are looking into future booking option with the guests. We are happy that they are willing to give us another chance to host their vacation and we look forward to their return visit so that they can have the vacation they deserve and need. We will continue working to resolve this to make the guests happy as that is our sincerest mission is to enrich the lives of others while maintaining excellence in hospitality. 

  Again we thank the guests for their time and patience on this matter and look forward to becoming the host for their future vacations to the Great Smoky Mountains for years to come if they so choose. 

  Customer Answer

  Date: 11/16/2023

  
  
  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. ***** has been fantastic to work with. The company failed to follow up with me while he was out of the office. The company still is with great issues regarding communication,  however,  *****, is a great exception to their practices. The plan is for my family to receive a 2 night stay in a 2 bedroom cabin of our choice with no out of pocket expense and return of $500. We are waiting for the dispute to finalize before moving forward but will still receive the stay mentioned above if the dispute goes in our favor and will receive the $500 if it does not. I will follow up on the final outcome.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/10/2023

  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.

  We booked a cabin with this company. Most of the amenities they had weren't working. Which is what it is - except you book a place due to offered amenities. We had no service in the cabin, which is to be expected in the mountains but we were told we would have wifi so we expected to be able to make phone calls and plan our day from the cabin using wifi. On the last full day of our stay, we lost power at 9am. Apparently someone came out to look at it but we were never notified that the issue could not be resolved. When we returned at 6 pm, we still had no power. We called again and were told there was nothing they could do but move us to a new cabin. They had no idea when it would be ready. Why wouldn't you have called us when you found this out? We had 4 adults and 2 small children. We had no interest in packing up and moving becausewe were leaving at 7am the next morning. All our groceries were room temperature. We just wanted to start our 14 hr journey home. They say they will refund us only 1 night but we will see if that ever happens. This is a terrible company. We made several phone calls and no one ever bothered to call us back to tell us there were no solutions to our problems. 1 night of compensation doesnt really make up for everything else we've had to spend money on. We had to pay $155 for a hotel on the way home because we had to leave a night early and groceries that had to be thrown away. We made several calls to the company and stopped at main lodge which was 20 minutes out of our way to try to resolve issues. Every customer service representative has said that all of these calls are noted on our account.

  

  Business Response

  Date: 10/24/2023

  We at Cabins of the Smoky Mountains are very sorry for any dissatisfaction to the guests and their stay with us. 

  October 23rd 2023, We did reach out to the guests to discuss their stay further. We were able to come to an agreement of a partial refund and a discount on a future stay with us. 

  We again apologize for the issues and want to thank the guests for staying with us to begin with, but also reporting the issues in general so that we can resolve them for future renters as well. It is in our sincerest hopes that the guests can use the discount provided on the stay in the future and have a much better experience. 

  Customer Answer

  Date: 10/24/2023

  
  
  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:10/04/2023

  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.

  I made reservations for a weekend 11/04-11/06/2022 and needed to cancel. I was told that if the cabin, Magic Moments was booked for that weekend, I would receive $250 credit to be used within one year for future reservation. I called on 11/03/2022 to confirm that the cabin had been booked and I would be eligible for $250 credit. I called on 10/02/2023 to make a reservation and was told that I did not have a credit on my account and that I need to call back to speak with ****. I called on 10/03/2023 to speak with **** and was met with resistance from male answered. This male acted as if he was going to assist me by collecting my information but we were disconnected. I called back and left voicemail asking for this man to return my call so we could finish the conversation. No return call was received. I called again that evening to reach **** and ***** answered. ***** stated “**** is in a meeting” and offered his voicemail. I don’t expect a return call. I have also emailed the company my concerns and have not received any response. After reviewing the BBB reviews, I fully expect no response at all and no credit to exist. At this point, I’m not confident that the company can provide good customer service anymore. This is sad because my family has stayed here many times in the past. Thank you for your help.

  

  Business Response

  Date: 10/05/2023

  We at Cabins of the Smoky Mountains sincerely apologize for the guests dissatisfaction as well and any miscommunications on our end. We take all complaints seriously in order to gain resolution for our current guests and future guests. It is our sincerest hopes that all guests to come back and stay with us.

  On October 5th, 2023 we reached out to the guests and extended that credit towards a future reservation as promised by us as well as offered a discount on the future reservation due to all this confusion. 

  We thank the guests for taking them time to report this to us and are sorry for any lack of communication on our end that resulted in the guests dissatisfaction with us. We hope the guests are able to use their credit and have a much better experience regarding our customer service.

• Initial Complaint

  Date:10/02/2023

  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.

  This rental property and your company were a complete nightmare for our family!
  
  I submitted all the documents to be approved several days before our check in on Friday. Early Friday, I still had not received the address and check-in information, so I called and was told I had not sent in the driver’s license. We were already traveling, which made this difficult. I received the email from you and sent the DL picture Friday at 1:51 PM. I had already sent an email earlier that morning, which was not responded to until after midnight later that night.
  
  By 3:00, I still had not heard back from you, so I had to call again. The agent sent the confirmation. All of this should have been taken care of long before my arrival.
  
  At 11:00 PM Friday night, my family is awakened to someone trying to get in the rental. There are two rentals with the same address, but no distinction on the property. The person trying to get in then goes to the other rental on the property and cannot gain entry. They have to call your property manager, who arrives after midnight and starts opening our front door without knocking or a phone call from you or anyone else. It was terrifying for my family!
  
  • There was no water pressure at the cabin – we could not take a shower.
  • The toilets are all grossly stained inside the bowl. There is no toilet paper holder in the bathrooms.
  • There were no washcloths at all. And only one towel per person, even though there is a hot tub, and we were there for two nights.
  • The hot tub was slimy and disgusting.
  • There we no lamps in any of the bedrooms.
  • None of the mattresses had a box spring, and the mattresses were sitting on metal slats.
  • All the basketballs with the basketball hoop were flat.
  • The kitchen is barely stocked.
  • There is no washer and dryer.
  • Most of the outside lights did not work.
  • The microwave is loose on the wall – how long will it stay there?
  
  We had a horrible experience from check-in through our entire stay.

  

  Business Response

  Date: 10/16/2023

  We at Cabins of the Smoky Mountains are very sorry to hear of the dissatisfaction to the guests stay while with us! We take all complaints seriously in order to gain resolution with the guests and have them continue to come back year after year. We want all guests to become returning guests. 

  On October 4th 2023, We did reach out to the guests in regards to their stay. The guests said they would take nothing less than a full refund; however, the guests while with us reported no issues and this complaint would be the first time hearing of the complaints regarding the property and the guests dissatisfaction. While the guests were in house we also did a courtesy call to check up on their stay the day after the incident with other guests trying to get into their property. The guests never returned any of our calls. We will be unable to offer a full refund on this reservation as we told the guests due to them staying the full time without any complaints to us. We are not perfect but we do try to make things right with our guests.

  We thank the guests for their time in reporting this to us and again we apologize for any dissatisfaction to the guests stay and do hope that the guests are able to come back in the future for a better experience. 

  

  Business Response

  Date: 10/31/2023

  We at Cabins of the Smoky Mountains want to thank the guest for his time in reporting his concerns to us and we are very sorry for any and every inconvenience he faced while with us. We are not perfect but it is in our sincerest hopes that guests come back time after time with us and that we build good rapport with our guests. 

  
  We have attempted the reach out to the guest on both numbers. Guest provided his work number when booking online and supplied the cell phone number for this complaint. We are sorry for any delay in communication this has resulted in. We have also tried to reach guest today 10/31/2023. We were unsuccessful in doing so, but we will continue to try to make contact with the guest to fully resolve this. 

  
  We again apologize to the guests and look forward to further serving them. 

  Customer Answer

  Date: 11/03/2023

  
  
  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.

  After this update was sent, the business contacted me and provided a full refund, as I requested.  This complaint can be closed.

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

• Initial Complaint

  Date:09/21/2023

  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.

  6-11 to 6-17
  $5325.16
  Committed to provide a clean luxury cabin
  The cabin was disgusting, people got sick due to the dust, many items were missing, AC was broken, game consoles broken, etc.
  The business went back and forth with us, and offered compensation, which was unfair, and unacceptable. they ignored us in June, and ignored us for months after about compensation. I took a small amount of compensation, but we are due more,, and this business needs to be held responsible for ruining a great vacation we could have had.
  The advertising on their website is absolutely false, they make claims about their cabins that were false.

  

  Business Response

  Date: 10/03/2023

  We at Cabins of the Smoky Mountains sincerely apologize for any issues during the guests stay that made it less than enjoyable for them. We take all complaints and feedback seriously in order to gain resolution as well as ensure that it will not happen again in the future. We want all of our guests to become returning guests with us. 
  
  On September 23rd and October 2, 2023 We attempted to reach the guests via phone call in regards to the service they were provided while with us as well as the issues they had within the property. We were unable to reach the guests, but we offered and processed a partial refund to the guests on September 8th 2023 as well as offered a discount on a future stay with us. Unfortunately, guests declined the discount on a future stay as they are wanting more of a refund than we are able to offer due to addressing, delivering services to their properties as promised and them staying the full 6 nights that were booked. We apologize again for this dissatisfaction. We are not perfect but do try to resolve all issues and make our guests happy.

  
  We appreciate the time that the guests spent speaking with us in regards to their stay and hope that they can come back to the area for a vacation they deserve and that we know we can provide to them. 

  Customer Answer

  Date: 10/11/2023

   

   

• Initial Complaint

  Date:08/21/2023

  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.

  Vacation Book from 8/6/23-8/13/23
  
  We booked the cabin for my birthday and based solely on the indoor pool…. Well the pool was dirty to say the least. There was a pool brush that reached the bottom and when we brushed the bottom of the pool a cloud of dirt billowed up. There was visible dirt at the bottom of the pool and the water level was low. There was a gas grill that doesn’t look like it had been cleaned since they got it. The bathrooms were dirty, the shower heads were filled with grime. Out of 4 bathrooms only one had a clean shower head and decent water pressure. There was a jacuzzi tub in the master bathroom that was FILTHY. The vent had hair, head bugs, and whatever else on it. I filled the tub to run the jets and an alarming amount of dead bugs came from the jets. We didn’t sit on half of the furniture because it smelled bad and looked soiled.
  
  There was a chair that my daughter sat in and it broke as soon as she sat down, they are blaming us and charging us for a chair that you could tell had been broken LONG before she sat in it. She also hurt her back from the fall. They claim the love seat was broken and charged us for it however we didn’t sit on it because it was dirty and we reported it to them.
  
  The kitchen cabinets also had something black in them and the cabinets overall were not cleaned. We put in multiple calls about our issues and someone was always “on the way” then at MIDNIGHT the “maintenance” person shows up and does nothing. Very unprofessional to come at midnight also. He also stated he didn’t have a battery for the pool cleaner and never bothered to get one. Some of the kitchen utensils were useless such as the can opener. If anything we should have been compensated for all of the stuff that we could not use and not charged for the stuff that was broken before we even got there and furniture we did not break. We didn’t even sit on the love seat because it was stained.

  

  Business Response

  Date: 09/05/2023

  We at Cabins of the Smoky Mountains appreciate the guests feedback in regards to their recent stay with us. We take all complaints seriously so that we may resolve the issues with the guests and also to prevent them from happening again in the future. We want all of our guests to become returning guests.

  We have been in communication with the guests about their stay and have came to the resolution with them of a partial refund. 

  Again we are terribly sorry for the inconveniences while with us and appreciate the time that guests spent in speaking with us. We hope that they are able to return in the future for a better experience overall. 

  Customer Answer

  Date: 09/12/2023

  The matter has been resolved on our end. Not the desired outcome but we are pleased with how ***** handled everything. 

• Initial Complaint

  Date:08/16/2023

  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.

  I rented a luxury cabin for the week 8/5-8/12. Upon arrival there were many items not functioning in the cabin. It was in disarray and obviously not maintained. Problems with air conditioning, plumbing, electronics, lighting, etc. I spent most of the week waiting for service people to fix items in the cabin and I fixed a few of them myself. There were still issues at the end of the week which were going to be passed on the the next tenant. This is criminal to continually rent a cabin with known issues. Here is a summary of the 23 issues I logged. Air conditioning (multiple failures), plumbing (flooding), Entertainment items (pool table, pinball machine, theatre room, DVD Player), kitchen supplies, lights thru out the house, bathroom fixtures missing, proper security (deadbolts/doors not closing), clothes dryer not working.
  
  Air conditioning not working-Temp Fix
  Pool Table unplayable-NOT FIXED
  Pinball Machine Flipper broken-NOT FIXED
  Theatre not working-FIXED BY TENANT
  1st flr bedroom lights out-Fixed-
  1st flr bedroom door to deck won't close-NOT FIXED
  1st flr bedroom door to bathroom broken-NOT FIXED
  1st flr bathroom exposed nails-Fixed
  1st flr bathroom toilet paper holder missing-NOT FIXED
  1st flr bathroom shower doors broken-NOT FIXED
  1st flr bathroom ceiling lights out-Fixed-
  2nd flr DVD Player not working-FIXED BY TENANT
  Kitchen plates only serve 4 people-Fixed
  No large pots, no pans, no skillets, no grill tools-Partially fixed
  Toaster not working correctly - burns everything-Fixed
  2nd flr toilet handle broken-Fixed
  Light on stairs from 2nd to 3rd flr broken-NOT FIXED
  1st bedroom on 3rd flr 3 of 4 lights out-Fixed
  1st bathroom on 3rd flr both towel bars missing-FIXED BY TENANT
  Deadbolt locks to the deck not working-Partially fixed
  Clothes dryer not working-Fixed
  Air conditioning not working AGAIN-NOT FIXED
  Main drain pipe leak on 3rd floor floods lower floors-NOT FIXED

  

  Business Response

  Date: 08/22/2023

  We at Cabins of the Smoky Mountains apologize for any inconveniences that the guests incurred during the stay.  It is in our hopes that all of our guests enjoy their stay and we do whatever we can in order to ensure that happens. We are not perfect, but always try to make it right with the guest.
  
  Since the guests stay, we have reached out to them in attempts to reach a resolution and even offered them a partial refund and discount on a future stay despite us resolving all issues while the guests were in house that did not require an outside vendor.  We understand the frustrations that the guests had during the stay and are very sorry, but with the guests staying the full time we are unable to offer them a full refund. 
  
  On August 21st 2023, upon our last contact with the guests they were not willing to accept the partial refund and have done a dispute with their credit card company. We will be unable to offer any monies back or discuss refunds further until this is determined by the credit card company.

  Customer Answer

  Date: 08/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The issues with this cabin EXISTED before my rental period started. You made no attempt to correct these issues or inform me of these issues prior to me renting the cabin. On numerous occasions your management and repair staff told me that issues costing more than $300 required the owners consent to repair. As the management company responsible for the renting and care of the cabin you should have reported these issues to the owner. If he refused to pay the required amount of money to fix the problems and properly maintain the cabin then the cabin should not have been rented. Or, change the online description of the cabin (which is used to attract and sway people to rent it) to accurately reflect the condition of the house. NOWHERE in your online description does it state that there is an issue with the air conditioning, plumbing, movie theatre, video games, pool table, DVD Players, lights, doors, etc. If it had read an accurate description like that then I surely would not have rented the cabin. I spent a substantial amount of my time during the week dealing with issues in the cabin. I paid for a vacation with my family, not to be part of your repair and service team.  I can't get that time back. I ended up fixing both DVD players so the kids could watch something because of delays in your response. I ordered out for food the first and second night because there were not sufficient utensils in the kitchen to cook/eat with. The plumbing leak that occurs when you use both bathrooms on the top floor which causes a flood thru the 2nd forr ceiling onto the 2nd floor bathroom floor which then leaks down to the bottom floor by the pool table was not fixed. I was informed that this was also a continuing problem with the house. The leaky (Freon) air conditioner went out again on Thursday. I waited up till 2am Friday (your staff told me I had to wait up to let the repair man in) only to be informed at 2am when I called back that they weren't coming until the morning. They NEVER showed up before I checked out on Saturday. You may have corrected some of the small issues (replacing light bulbs, bringing pots and dishes to we could cook and eat, bringing cooking tools for the grill, etc) but they which should never have been an issue to begin with if you properly maintained the cabin. All of this was done on my dime. The real problem is all of the major issues still exist and you continue to rent the cabin. Doing business like this is a crime. In my last conversation with your management on Friday, ***** offered my at most 15% discount. When I restated all of the issues I had during the week and asked him if he really thought 15% was fair for all of the problems and inconvenience he stated that "Life isn't fair" and proceeded to tell me about all the things in his life that he thought were unfair. Then he told me to contact him the next time and he knew which cabins were nice that he would use for his family and friends. You, the management know which cabins have problems and are not kept up yet you still rent them to people and make it their problem. Again, this business practice is unethical and probably criminal in nature by not providing the services offered.       

  Sincerely,
  

  
  
  
  ******* ****

• Initial Complaint

  Date:08/01/2023

  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.

  ******* ******* ***** booked 7/28/23; Confirmation #632141
  
  We had to cancel the booking within less than 24 hours due to a medical issue. Not only have we not been able to receive our cancellation confirmation number after multiple attempts, but we were told that a $220 deposit (prepaid rent) will not have any refund????? The trip was booked for 8/9 to 8/11 so our attempts by 7/29 etc are well within normal time frames. No one replies?????

  

  Business Response

  Date: 08/16/2023

  We at Cabins of the Smoky Mountains sincerely apologize for any dissatisfaction to the guests experience while booking with us. We take all feedback seriously to help gain resolution for the guests and to ensure that it does not happen again in the future. 

  We have attempted to reach out to the reservation holder in regards to this complaint by the phone number that we have on file on multiple occasions. We would love to be able to resolve this with the guests and discuss the options they have. We will have someone reach out again tomorrow by phone and by the email that we have on file for the reservation holder. 

  We thank the guest for the time spent on this matter and look forward to resolving this with them. 

  Customer Answer

  Date: 08/18/2023

  
  
  Complaint: ********
  
  
  
  I am REJECTING this response because you AGAIN are asking us to withdraw all of the efforts we have had to spend time making to bring your fraudulent activities to light in order to obtain any kind of attention from your company.

  ***** was trying to accommodate you on your call with him today, however, I do not agree to WITHDRAW all of our work with both my bank credit card investigation AND the BBB as I no longer trust your business practices.  Rightfully so.

  ALL of the monies should be returned to our credit card account (the deposit cancellation policy was not explained WHEN we booked the trip in advance) ASAP as we would NEVER use a "credit " to stay at your facility after this and now reading your more recent reviews.

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

  

  Business Response

  Date: 08/21/2023

  We apologize for any dissatisfaction with the guests experience. 

  On August 18th We called and spoke with the reservation holder and explained that when he booked online that he did in fact agree to the cancellation policy. This policy states that we do not give refunds and that within 30 days away from the reservation the deposit will be forfeited unless the cabin rebooks by another guest. We are honoring the cancellation date of 7/28/2023 and with that said will refund all but the deposit that was charged to the card on 8/3/2023 of $547.83 upon receipt that the dispute has been removed with their credit card company. Otherwise as stated prior we will not be able to discuss or issue any funds back to the card until the credit card company has determined the outcome.

  Again, we are very sorry that this experience has been such a hassle, but due to the reservation agreement that was signed upon booking the reservation and guest agreeing to us offering all but the deposit back and allowing them to use that deposit on a future reservation we feel we have offered what is more than fair. We do hope that the guests are able to come in the future and give us another chance to make this right with them. 

• Initial Complaint

  Date:07/31/2023

  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.

  We rented Amazing Views Mansion 7/27 -7/31/23 for a group of 31, and paid $8,576.00. Confirmation #508345.
  
  The company advertises bedding for 60 - the main reason we booked it. We expected the advertised "5 star" luxury lodge quality and service. We expected adequate sheets, towels, pillows and blankets to sleep 60, and for all beds and futons to be in decent, usable condition. We expected a "full kitchen", as defined by the Cabins of the Smokies, with all the things needed to cook for and adequate flatware, plates and cups to serve a large group. We expected basic cleanliness, like dusted blinds and furniture and clean floors. We expected water proof shower curtains on showers. We expected clean closets and shelves without nails and boards. We expected an adequate amount of bear safe garbage cans outdoors, garbage to be picked up occasionally, and a maintained exterior. We expected tubs not to leak into kitchen from upstairs and lights and electrical sockets that work. We expected management to be attentive to detail, effective and responsive. None of the expectations above were met.
  
  We called management the first night with the first issues we identified, the lack of a usable large pot or cooking utensils, lack of sheets and towels, 2 beds that had such huge craters in them that they were unusable, and other concerns. We called about 4:30 pm, 30 minutes after check-in, and were told the problems would all be resolved in 2 to 4 hours.
  No one came that day. The next day in the late afternoon, someone came with sheets and towels, kitchen utensils, plates and coffee mugs, a knife block, an assortment of small pots and pans, dish soap and bar soap. We showed a man around and asked for help resolving major items like the lack of shower curtain liners, the unsleepable beds, and the nonfunctioning sockets. He said he would get it taken care of, but didn't give a timeline. No one ever came back or fixed any other issues.

  

  Business Response

  Date: 08/16/2023

  We at Cabins of the Smoky Mountains apologize for any dissatisfaction to our guests stay. We take all feedback seriously in order to gain resolution and ensure that does not happen again in the future. We want all of our guests to become returning guests with us. 

  On August 16, We spoke to the guests in regards to this complaint. We did come to a resolution on a partial refund for them items not able to be restored for the guests during their stay and also a discount on a future stay that does not expire until it is used. 

  Again we apologize for the dissatisfaction. We also appreciate and acknowledge the time the guests have spent on this so that it can be resolved. We hope the guests do come back in the future for a much more enjoyable stay!

  Customer Answer

  Date: 08/16/2023

  
  
  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:07/31/2023

  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.

  7/23-7/30/23 Reservation #631511 $2,620.31. They failed to provide a clean, healthy living space along with false advertising of their cabin amenities and their employee displaced us due to being careless (she was high on something) and ran into the power grid that powers the cabin so we had no power and spoiled food. Requested for a manager to contact me more than once with no return calls as well as an email sent with my compliant. Advertised 4 rocking chairs, only 2 were there. Jetted tub was not functioning and when I called to notify them they knew it wasn't working so why advertise it. Says they earned an A+ rating with BBB, looks like it's an A rating. One bed was on a slant because it was broken which made it unsleepable. Bathroom door wouldn't close because it drug on the floor. Couldn't use the grill because there were holes in the bottom so the charcoal would fall out. The cabin itself looks like the inside hasn't been cleaned with cleaning products in years. Feet would be dirty (BLACK) from walking on the floor, dust piled high everywhere which effected my asthma. Upstairs was unusable due to heat. Bought a temperature reader and it read 87°. Mold under kitchen sink. 8 person cabin and only had 3 bowls. The appliances were nasty! We were never provided with the pool entry code nor directions on how to get there. There was one stool to sit on in the picture they provided there was 3. Had to throw out our entire fridge full of food from the outage. Was told I would be compensated for the food.

  

  Business Response

  Date: 08/09/2023

  We at Cabins of the Smoky Mountains apologize for any dissatisfaction to the guests while they were staying with us. We take all complaints seriously in order to get them resolved for the guests and ensure that they do not happen again for the future. We want all of our guests to come back year after year for their vacations. 

  We spoke with the guests regarding this complaint and the issues they had during their stay. We were able to come to a resolution of a partial refund and also a discount off of a future stay so that the guests can return for the vacation they deserve and that we know we can provide to them. 

  We appreciate the guests feedback in regards to this matter and do hope that they come back in the future to stay with us!