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: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.

  Had reservations at Kennedy Lodge for 7/25-7/28. Complaints are as follows. No A/C for 2 out of 3 days in 95 degree heat. Main area, bedrooms and kitchen were at 86 degrees. Sleeping was horrible. Multiple calls/ emails to guest services with promises to have it fixed right away. This did not happen until 10:30 pm on 7/27.
  Outside garbage bins that reeked were overflowing upon arrival and not emptied for 2 days. Had to pile up garbage from 24 people in the house.
  Mountain views were advertised. There were none.
  Basic kitchen items were missing- no sponges, no dish towels, no dish rags. No scissors. No hot pads to get items out of an oven. Not enough linens for all of the beds. Not enough bath towels/ washcloths for everyone. Was promised I would have some dropped off and that NEVER happened.
  Igniter on outdoor gas fire pit was broken.
  1/2 microwave were broken the whole time.
  Remotes were missing for tvs; other remotes had batteries missing.
  Place promises pool access. Kennedy lodge is not listed as one to use public pool. Had to drive all the way back to cabin to find that it was listed under a different name.
  These are touted as the " finest luxury cabins" in Tennessee. I spent much of MY vacation time trying to get this company to fix these issues. This is NOT luxury. Repeated phone calls requesting a refund have gone without a phone call back. I was promised resolution. It has not come. Cabin is beautiful. Customer service is HORRIBLE if non existent.

  

  Business Response

  Date: 08/17/2023

  We at Cabins of the Smoky Mountains sincerely apologize to any dissatisfaction to the guests stay. We take all complaints seriously to ensure resolution with the guests and also to ensure that it will not happen again in the future. 

  On August 17th, 2023 we did speak with the guests in regards to this complaint. We came to a resolution with the guests of a partial refund and a discount on a future stay with us. 

  We thank the guests for the time they have spent in speaking with us and in resolving this matter. We hope they are able to come back for a much better experience with us in the future.

  Customer Answer

  Date: 08/25/2023

  So the business can take as long as they would like to respond to a complaint, but I get less than a week?  Yes, we have come to a resolution.  I had every intention of responding. 

• Initial Complaint

  Date:07/28/2023

  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.

  STAY AWAY. These places are sooo disgusting, I have no words. Mold in kitchen, stains/wet spots on carpet, dead bugs, HORRIBLY DIRTY FLOORS, BROKEN GLASS, rusty nails on deck, not a *single* piece of patio furniture that is NOT broken (not an exaggeration), bird poop allllll over front and back porch that could easily be fixed by pressure washing, no Toiletries provided, stains on mattresses & couches, no extra blankets in linen closets even though house is 68° according to thermostat, the list goes on. The worst part of our stay is the deck. The filter is out of the jacuzzi, literally *ALL* of the furniture is broken. We cannot enjoy any outdoor entertaining. These places are so gross. I have no words. I would be absolutely ashamed if my own home was in this condition. We are spending in the thousands to stay here and it is the lowest quality of anywhere we have stayed. Usually we wouldn't care, but when you are spending a TON of money to stay at a company whose motto is "luxury in the mountains" , the expectation is high. We called customer care upon discovering the condition of the home and spoke to Erin. We asked if any partial refund could be given and she said no, only courtesy tickets to a local attraction was all they vould do. We DO NOT want to move cabins as we are absolutely positive all of their properties are in this condition according to the numerous reviews on Google and the BBB. We will not be satisfied until a substantial partial refund is awarded for the lack of cleanliness. I am considering contacting the health department because of the numerous health code violations here such as the mold, broken glass, and rusty nails on deck. Very dangerous and gross here. We are staying at "Greystone in the Smokies".

  

  Business Response

  Date: 08/18/2023

  We at Cabins of the Smoky Mountains sincerely apologize for any dissatisfaction to our guests during their most recent stay with us. We take all feedback seriously in order to resolve issues the guests may be having as well as to ensure that it is an isolated occurrence. 
  

  On August 18th, 2023 we spoke with the guests regarding their experience and what we could do in order to have them not only satisfied but return with us in the future. We were able to come to an agreement of a partial refund as well as a discount on a future stay with us. 
  

  It is our sincerest hope that the guests do return with us for a much better experience so that they can have a vacation that we know they deserve and that we can provide for them. 

• Initial Complaint

  Date:07/24/2023

  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.

  Before I even checked-into the cabin I received an email about one of the games in the game room being broken (please see email attached in one of the images below). NO ONE ever came out. We arrived on a Thursday, the cleaning inspector let us know Thursday night that our dryer was broken and someone would be out to fix it and if we noticed anything else just to let guest services know. Friday morning we did call guest services about not having enough towels (4 towels in cabin 8 people in our party for 2 days). The fact that the dryer was broken we could not wash and dry towels. We also let them know that the hot tub was filthy, there was left over garbage from the previous guest, and we had no propane for the gas grill. We had to call 4 times on Friday about these issues, I was hung up on twice, 3 times we were told that the work order had been completed (no one ever came out), I was also told that we could just buy some propane ourselves. I did remind them that they were not supplying what was listed on the amenities and I would really like some of our payment refunded. I was supposed to get a call back from a manager and still have not heard from anyone, not to mention the only thing we ever got was some towels. We were constantly told that the cabin we were in was the furthest away from all the other cabins. That should not matter. We really would have liked to be treated with common courtsey and not lied too and hung up on.

  

  Business Response

  Date: 08/02/2023

  We at Gatlinburg Falls Resort 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 July 30th 2023, We called and spoke with the guests in regards to the service they were provided while with us as well as the issues they had within the property. We came to a resolution with the guests of a partial refund and also to have them come back with a discount on a future stay.

  We appreciate the time that the guests spent in gaining this resolution and hope that they come back in the near future for a vacation they deserve and that we know we can provide to them. 

  Customer Answer

  Date: 08/02/2023

  
  
  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:07/17/2023

  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.

  Absolutely horrible customer service. They lied to me over the phone and said we could reserve a cabin for our wedding and would have no issues setting up things with the vendors. Then they sent me an email after I paid my reservation fee and refused to give me the address so I could coordinate with my vendors. When we requested a refund for the amount of the deposit since it is impossible to coordinate with vendors when you can't give them an address they refused. This company is horrible. They flat out lied to me and.my fiance.

  

  Business Response

  Date: 07/24/2023

  We at Gatlinburg Falls apologize for any dissatisfaction incurred to the guest or any miscommunication that occurred on our part. We want all of our guest to be happy and come back year after year to enjoy vacations with us. 

  Upon receiving this complaint we reached out to the guests to resolve this with them and relay the proper communication. We allowed the guests to cancel since was given improper communication on the matter and offered a future discount on a stay with this. 

  We thank the guests for taking the time to speak with us in regards to this and do hope they are able to come in the future with a much better experience. 

   

  Customer Answer

  Date: 07/24/2023

  
  
  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:07/14/2023

  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.

  This place doesn’t have the property I booked anymore, and still hasn’t refunded my 250 dollar deposit after MONTHS of calling them every few days begging for it back. At this point I am considering filing a police report.. all I wanted was a vacation for my honeymoon and I’m having to deal with all of this because THEY decided not to offer the cabin I rented out anymore. HORRIBLE CUSTOMER SERVICE

  

  Business Response

  Date: 08/07/2023

  We at Gatlinburg Falls Resort are terribly sorry for the inconvenience to the guests on the communication and issue with processing the payment back. Our processing system does not allow us to process returns passed a certain amount and if any communication on that has been misrepresented we apologize for that as it was never our intention to keep the funds if the guests did not want to use it towards a future stay. 

  The guests will be issued a check at which point the guests and us here at Gatlinburg Falls Resort will consider this matter resolved upon receipt that the guests have received the issued check for the amount they paid on the cabin that came off of our rental program. ($253.00) 

  We again apologize for any inconvenience or frustration that this has brought upon the guests and appreciate the time that was spent in trying to get this resolved for them. We do hope guests will consider us for future vacations!

• Initial Complaint

  Date:07/07/2023

  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.

  A lady from the office called on Saturday to inform me that the pool in our cabin wasn’t working. I asked if we could change cabins or if it would be fixed because we booked that specific cabin for the pool. She assured me that the pool would be fixed. we noticed the driveway to the cabin was extremely steep. The gravel was loose. We entered the cabin and noticed that the wifi wasn’t working, dishes were missing, we had TWO towels for a cabin that sleeps 16 people, no wash clothes, no paper towels, 1 roll of toilet paper, and no trash bags.The shower down stairs was missing the shower door, which made it soak the bathroom floor. We had to clean to water constantly. The washing machine was broke. Almost every remote was missing batteries. The wifi did not work. The pool was never fixed for the whole duration of our stay.The air conditioner was broke the whole time we stayed as well. The office only sent maintenance out once at 11:30pm. We had to stay in the cabin in the middle of July with NO air conditioning. The unit also flooded the floor in the bedroom which caused my one year old to slip and fall. She ended up busting her head and needing an ER visit.The office STILL did not get maintenance out to fix the unit. (We also know that this is a reoccurring problem because the maintenance man said it was).We called the office at least 3-4 times a day to address all these issues. Every person we spoke with said, “someone will be there within 2 hours.” No one ever showed up except the one time at 11:30pm to see about the unit the first night. After having the worst possible experience with this cabin rental, we called to check out. My husband spoke with the office. He said he was only able to accommodate us with a refund of $181 on a $3000 3 night stay. My husband said absolutely not, and kept asking to speak with the manager. He insisted he didn’t have a manager, and there was no one else to speak to.

  

  Business Response

  Date: 07/10/2023

  Thank you for you communication on this matter. We at Gatlinburg Falls Resort  sincerely apologize for any dissatisfaction our guests experienced during this most recent stay with us. We take every complaint seriously and will always do everything possible to make it right with our guests, as well as doing our best to ensure it will not happen in the future. It is our sincerest hope that all our guests become returning guests for many years.
  
  Since this stay has ended, we have reached out to the guests again. We came to a resolution of a partial refund and a discount on a future stay. We appreciate the guests' time and hope that in the future we can have another chance to give them the vacation we know that they deserve and we can provide. 

  Customer Answer

  Date: 07/10/2023

  
  
  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:06/30/2023

  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 a four bedroom cabin from Cabins of the Smoky Mountains. The cabin cost around $3500 for three nights. The cabin had an indoor pool and an arcade/game room. The cabin would be five star if they would just clean and maintain it. The pool was filthy so we couldn't use it. It was full of dead house centipedes and the water was green. One bathroom had dirty used towels on the floor of the shower and a used bar of soap in it. The hot tub had hair and rocks in it. If you walked around the cabin barefoot your feet would get black. The master bedroom bed had dirty sheets so we slept on top of the cover. There was cigarette ashes on the floor. The cabin had four full and two half baths. We had a total of four rolls of toilet paper and four dry towels and washcloths. The cabin sleeps 12 people and there was only six in my party. We had to go to Walmart to buy toilet paper and bug spray due to all the ants coming in the cabin. We was there for three nights. We called the first night about the pool. No one came. We called the next morning about the pool and the need for towels. No one came. By the third day we gave up. This company does not properly clean their properties and did nothing to resolve the issues we encountered.

  

  Business Response

  Date: 08/09/2023

  We at Cabins of the Smoky Mountains are terribly sorry for any dissatisfaction to the guests stay. We take all complaints seriously in order to resolve them and to have them not occur in the future. We want all of our guests to become returning guests with us. 

  Upon speaking with the guests and going over issues with them we agreed that the stay did not meet the guests expectations. In order to come to resolution with the guests we offered them a partial refund. We also extended a discount on a future stay that does not expire so they can come back and have a better stay with us next time. 

  We thank the guests for going over this with us and also the patience they have had in gaining this resolution with them. We do hope the guests are able to come back in the future for the vacation they deserve and we know that we can provide to them. 

  Customer Answer

  Date: 08/12/2023

  
  
  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:06/16/2023

  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 a cabin (Big Thunder Lodge) from this company. We started calling from day 1 (6/2) with issues, and filed more than 5 work orders within 3 days. We had water dripping from an actual recessed light in the bedroom. We also lost over $300 of food in a fridge that wasn’t working. They wouldn’t ever get anyone to fix the fridge so they agreed to refund $300 for the loss. The hot tub leaked dry daily, boards broken on the porch that were a hazard & many other issues. They finally moved us to a different cabin because of the maintenance issues. I was told to call after check out (which was 6/9) to get them to initiate the refund for the food. When I called last night (6/15) I was informed that they didn’t owe us any money back because they moved our cabin. That was never expressed to me before the move. I asked them to pull their tapes and review them because I was never told that & never agreed to that. I even told them at the time that we didn’t want to move cabins, so if they could just fix the fridge and the light it would be fine. They still didn’t send maintenance. We moved cabins because we felt we didn’t have another choice. I even had to harass them to get us another cabin after we agreed to move. Once we moved (I believe on 6/5). We had issues at the 2nd cabin, such as the outlets didn’t work and the pool was green & slimy). We were told a maintenance person would be out. They didn’t show up again. I called back multiple times and finally got a maintenance guy to show up at almost 9 PM (the night of 6/6, I believe). We were also told they were scheduled to do a PH test on the pool water. That also didn’t happen. I have called the office multiple times since yesterday and they keep giving me the run around. They keep telling me they haven’t had time to look into it and to call back in a few hours. I would like my money back for the groceries. And I would like someone to do what they say they’re going to do!!!

  

  Business Response

  Date: 06/21/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction the guests had with their stay. We take all complaints seriously in order to satisfy our guests and to make sure that the issues are not reoccurring. 

  We did reach out to the guests on June 21, 2023 and came to an agreement that the stay was not up to our standards and for this we have issued a partial refund and also a future discount on a stay with us. 

  We appreciate the guests time and hope that in the future we can have another chance to give them the vacation we know that they deserves and we can provide. 
  
  

   

   

  Customer Answer

  Date: 06/25/2023

  
  
  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:05/26/2023

  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.

  I rented a cabin through this company, upon arrival, the cabin was in very poor condition and is very unclean. There was a bug crawling in the refrigerator. There are many stains on the floor and bed. I contacted the office to notify them of the conditions. With No response, so my wife and I drove to the company’s office. We were given an email address to send pictures and or videos of the cabin to which we did. They said their cabins are dated and would return $250 of the $2600. I informed them out dated and poor condition & cleanliness was two different things. I have tried to resolve the issue with the company and the customer service is awful. The cabin was not just outdated, the decking was about to give way, there was dirt and stains everywhere, and live bugs in the refrigerator. No door handle on the back door. After we had sent pictures, they still had no regard for any of our complaints. My wife and I checked out of their cabin and had to rent a whole new cabin, which was a whole other expense we hadn’t planned on. I rented their cabin for 5/21-5/29/2023, 8 days and we checked out 5/23, we tried to stay there since it was paid for already but it was so disgusting we just couldn’t. We were hoping they would do something to compensate us but they refuse. So I am hoping you can help myself and others from being taken advantage of by this company for renting not only unclean cabins but unsafe as well. I even mentioned the lack of smoke detectors and Steven from their company asked if I was a fire marshal, I said I did use to work on the fire department. I literally wanted to come to a resolution with the company itself but they have made it obvious they don’t care or they don’t have to come to any agreement since they already have my money.
  Thank you for reading this and I hope you can help in any way. Sincerely, ***** **** ****

  

  Business Response

  Date: 06/15/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction to the guests stay. We take all feedback seriously to ensure that guests return with us in the future for the vacation we know that they deserve and paid for. 

  We did speak with the guests and discussed a partial refund for the issues that were incurred during the stay. 

  We do again appreciate the guests time in speaking with us further to resolve this with them. We hope to have the guest return in the future for a much better stay and experience overall. 

  Customer Answer

  Date: 06/16/2023

  
  
  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:05/11/2023

  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.

  Booked vacation to H2Oasis, property was unkept, unclean and didn’t include the amenities stated upon booking. Had issues with customer service from the time we opened the door, to when we left. A/c was out during middle of stay, lied to about it being repaired. Entirety of stay was horrible because of the lies this company used during booking and throughout. Well documented issues, repairs, missing and broken things, asked for the company to make it right and they did not. The property is still listed as available for booking even after we left, found reviewes from long ago with people having same issues so I know this is negligence and in my opinion, stealing peoples money to continually lie and state you have a property with these things included.
  
  Rusty nails on all kitchen chairs, broken chairs in every room, beds badly dented and need replaced, very low water pressure, arcade games broken, ac broken 79 degrees in cabin, pool filthy and low water, hot tub broken and won’t heat, foosball table broken, rocking chairs on porch broken, fire pit not available. Bees/wasps all over porch making it dangerous. Door for bedroom/porch access broken and unable to lock making it a major safety concern. Photo evidence of all of this. Company was not concerned and I spent countless time, energy and phone calls on customer service. We’d like a full refund as zero days were acceptable. We also told them we have to special needs children with us and the conditions and temperature of the house aren’t safe. Roof leaked during rain. Dishwasher leaked and was absolutely disgusting. Including some photos of cabin for main issues, also have photos of original add if needed.

  

  Business Response

  Date: 05/30/2023

  We at Gatlinburg Falls Resort sincerely apologize for any dissatisfaction with the guests cabin stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future.

  We have been in contact via email with the guests since May, 8th. On May 29, 2023 we came to a resolution of a partial refund for the issues. Guests accepted this as resolution for the issues that were experienced while with us. 

  Again, we are so sorry that this was the experience that the guests had and are determined if the guest come back and give us another shot to make their next stay much better than this one. We thank the guests for their time in resolving this matter.