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:04/05/2023

  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 arrived on 4/2/2023 to stay 4 nights. Upon arrival we immediately noticed the cabin was absolutely filthy. We opened the hot tub to find ants crawling all over it. There were food crumbs on the floor, a half eaten corn dog under the couch. The furniture all had stains or tears in them. The refrigerator was duct taped inside, dishwasher was rusted and broken inside. Management said they could only discuss a partial refund of the cleaning fee after check out. Told us maintenance would be out to look at everything in 2-4 hours. Finally at midnight after maintenance never showed we went to bed to find that every single mattress in the cabin was covered in stains from bodily fluids. Globs of hair on the bathroom floor, shower curtain fell every time we closed the bathroom door, dust so thick on the bed headrests they looked discolored. Air vents caked with dust and dander. Monday morning I opened the dishwasher to find a cockroach scurry across the door. At that point we called management a 3rd time and told them we were checking our. We checked our
  Monday morning and rented a cabin from another company.
  Blinds were broken and warped, windows so dirty the view was not clear, electrical
  Box for the hot tub was open, bathrooms had patch spots on the wall, clear mold visible in the bathrooms, water stains on the ceiling in one bedroom.

  

  Business Response

  Date: 04/11/2023

  We at Gatlinburg Falls Resort sincerely apologize for any dissatisfaction the guest experience while with us. We take all feedback and complaints seriously so that we may address the concerns of our guests as well as ensuring that it does not occur again in the future. 

  On April 10, 2023 We attempted to reach the guests regarding these concerns. We will attempt to reach out again so that we may further assist the guest. If for some reason we cannot get in contact with the guest by phone we will attempt to email.

  We thank the guest for bringing this feedback to our attention and look forward to resolving any issues they may have had. 

• Initial Complaint

  Date:04/04/2023

  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 husband and I paid for a cabin in the smokies with a hot tub. Not only was the hot tub broken, but the cabin had not been cleaned. There was dust on the walls and in the air ducts and it smelled highly of sitting water (mold). When we called to have this issue addressed (this should have been addressed before our stay), they said they were sending someone to clean and to get the needed part for the hot tub. When asked if we could just leave, we were informed that we could not have our money back and they did not offer to move us to a more suitable cabin. We waited for an hour for someone to come clean the cabin (they never came) and when we got ahold of someone from management all they kept telling us is that they were "fixing" it. We called back and asked again for our money back and told the team that we would not be staying in these cabins due to potential health risk (mold). We did not stay at Seclusion Cabin, we were not offered a suitable alternative and due to the product being provided that was not what was advertised we would like our money back.

  

  Business Response

  Date: 04/07/2023

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

  On April 7th 2023, We did reach out to the guests to discuss the issues with them after looking further into it. We come to a resolution with the guests and also gave a future stay discount for a future reservation if they choose to come back and give us another chance- this discount does not expire.

  We want to thank the guests for their feedback and time on their stay as it helps us to improve our standards moving forward. We hope to have the guests return with us in the future to have a much better experience overall!

  
  

  Customer Answer

  Date: 04/11/2023

  
  
  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,
  
  
  
  ******** *****r

• Initial Complaint

  Date:03/20/2023

  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 originally booked a cabin in October. We had a medical emergency come up and needed to cancel our trip entirely; they put our cabin money into escrow. At that time, we confirmed with them over the phone that any extra funds could be used for attractions in the area, including Dollywood.
  We rebooked for this March. In total the cabin cost $13040.60 and we had an additional $361.78 left over, which we planned to use for Dollywood (first, and then consider our options).
  
  At midnight the day of our stay, we received an automated email indicating that our hot tub had broken recently and that maintenance was working to fix it.
  
  The cabin website heavily advertises and focuses on the hot tub and jacuzzi amenities in the cabins, which are the primary reason we booked them, and it also advertises the availability of Dollywood tickets.
  
  We called in the morning to confirm our cabin would be available and asked again about Dollywood tickets, and received confirmation that they would be available. When we arrived, 1) we were able to get into our cabin very early. It was clear immediately that maintenance wasn’t working on our hot tub, which was broken and empty. 2) front desk staff indicated that Dollywood tickets had not been available for over a year.
  
  In order to use the indoor jacuzzi, we needed to spend 1.5 hours filling, waiting for the hot water to return, filling, etc. — in order to sit in a lukewarm jacuzzi. We used it once of the three nights we spent in the cabin, uncomfortably.
  
  Every day of our vacation, we called to check on the hot tub status and/or attempt to check out and ask for a refund on the additional balance. Staff have told us each day that a manager would call us back later, and have failed to do so each time. We’ve needed to call again in the evening to follow up.

  

  Business Response

  Date: 03/20/2023

  Mrs. **** thank you for your feedback. We at Gatlinburg Falls Resort apologize immensely for any issues incurred during your stay.  Unfortunatley I am unable to locate the reservation that you had with us by the name under this complaint but would love to speak with you on what we could do to make it right with you. If you could email us the best contact information for yourself and the reservation number. This would help us better address this complaint with you. The email to reach us is [email protected] . Thank you so much and we look forward to speaking with you regarding this. 

• Initial Complaint

  Date:03/20/2023

  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.

  Cabins of the Smokey Mountains: Gatlinburg Falls Resort
  Confirmation ID: 621352
  Cabin: Lumber Jack Lodge
  3/15/2023-3/20/2023
  
  Upon arriving to the cabin at 7:20pm we were greeted with visibly stained and dirty carpet throughout. All in our party we’re very hungry from being on the road all day and we’re looking forward to a meal, we proceeded to unload the car and prepare dinner. The dishes I pulled out of the cupboard had dried up food on them, and I washed them before using. The counters were dirty with visible stains on the cabinet doors. The floors were gritty and the carpet was visibly dirty aside from having multiple stains on it throughout. Upon entering the master bathroom, there was a huge hole in the door and a missing towel rack. The sink faucet was loose and did not work. I called customer service about to report the hole, stained carpet, missing towel rack, dirty dishes, stained comforter and not working sink. The person I spoke with offered a maintenance person to come out but could take up to 4 hours (this would have been midnight). I asked if they could send someone in the morning, to which the person said ok, they’ll come in the morning. In the morning I followed up to get and ETA for maintenance, the person on the phone told me it could be 2-4 hours, and I told her fine, we’re gone for the day because we were on a family vacation, but to go ahead and send maintenance. We returned to the cabin, and there was no evidence of anyone coming by. The sink still didn’t work, and there were no clean linens brought. I called customer service again, the person on the phone told me there wasn’t an ETA and she didn’t know when they would come. I asked ti speak to a manager. I waited on the phone for 45 min, the same person came back in the phone to tell me that a message would be left for the manager, I’ve yet to receive a call back on 3/17/2023 @3:38p. A maintenance person did finally come at 7p 3/16/2023 and hung a towel rack, vacuumed and gave us new sheets.

  

  Business Response

  Date: 03/20/2023

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

  
  On March 20, 2023 Management called and spoke with *** ***** regarding her stay with us and some of the issues she had. We did come to a resolution that the guests were happy with of a partial refund and also a discount off of a future stay with us so that they can return and experience all that the Smokies have to offer. We appreciate **** ******s time in this matter and again do greatly apologize for any issues that she had while with us. 

  Customer Answer

  Date: 03/21/2023

  
  
  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:03/15/2023

  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.

  Our reservation was from Mar 10- Mar 12. Our total cost was $369.82.
  $218.00 of this was rent for lodging.
  $219.00 was other fees consisting of
  cleaning fee and hot tub cleaning fee.
  Our search was for a cabin for two nights to celebrate a birthday, with a hot tub, game room, a grill, and two or more bedrooms. Upon arrival the night of the 10th the power was out to 2/3 of the cabin. Stairway was dark, downstairs lower level was completely dark, bedroom power was out. Using her phone she went downstairs to the lower deck and the hot tub was not turning on. Upon calling guest services we were told someone would be there within the hour. This was approximately 10 pm. Two and a half hours later someone showed up, got the power on, and determined the hot tub did not work. We called guest services requesting a new cabin. She said she would submit for approval or denial and someone would call us next day. Saturday afternoon they called and transferred us to a cabin, Ultimate Escape, a 2 bdrm w game room, hot tub, and requested amenities. Upon checking in that night we unpacked, went to use hot tub and there was no water in it. Called guest services and someone arrived in an hour. He filled it with water and said it would be usable tomorrow. We were checking out tomorrow (the 12th). This entire stay was a disaster and I am requesting a refund. We spent $240 in gas to come stay there and they did not provide what they advertised. The first cabin shouldn't even be rented as it's run down and not even safe. I am requesting a refund of the $369.82 as the rent/lodging wasn't what was advertised and we will not pay a hot tub cleaning fee for a hot tub that never worked. I have rented through other agencies in Gatlinburg and the experience was great. This company needs to stop false advertising and fulfill the contract. Please see attached email receipts and pics from cabins. Note pics - broken blinds, no pool table just pool cues, murky water in first inoperable hot tub.

  

  Business Response

  Date: 03/16/2023

  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests.
  
  On March 16, 2023 we reached out to Mr. **** in order to amend this with them. Unfortunately we were unable to reach an agreement, even after offering additional compensation than was originally offered.  We offered him $150.00 refund for the reservation and we also moved him to Ultimate Escape in lieu of the hot tub not working at the cabin they originally reserved.  Mr. **** declined this offer and stated he would contact a lawyer as the only thing that was satisfactory to him was a full refund. We feel as though what we have offered Mr. **** is more than fair due to the fact that they did stay for their full stay.
  
  Again, we are sorry that the guests had issues during their stay, but we do feel we have been more than fair in what we have been willing to do for the guest and offering compensation back for the issues they had in order to try to amend this with them.

  

  Business Response

  Date: 03/20/2023

  On March 16, 2023 we reached out to Mr. **** in order to amend this with them. Unfortunately we were unable to reach an agreement, even after offering additional compensation than was originally offered.  We offered him $150.00 refund for the reservation that he paid for (Total Paid in 369.82) and we also moved him to Ultimate Escape in lieu of the hot tub not working at the cabin they originally reserved. Mr **** did not report any issues with the hot tub until 9PM on the night before check out. This issue was with the water not being present in the hot tub in the cabin we moved him to. There were no issues on the hot tub other than the quick drain was left open by cleaners when cleaning and then refiling and the water leaked out causing the hot tub to be empty and Mr. **** walking into that. Again, we are sorry that the guests had issues during their stay, but we do feel we have been more than fair in what we have been willing to do for the guest and offering compensation back for the issues they had in order to try to amend this with them. The first nights rent was $109.00 and then the hot tub fee was $59.00 totaling $168.00. We have offered the 150.00 previously but would be happy to meet the requests of the firsts night rent and the hot tub fee that you paid for. If you would like to accept this refund of 168.00 we would be happy to process this for you. 

  We do feel this amount is fair given the actions that we took to make the issue right with the guests and given the fact that the guests did stay the full time in the cabin. 
  
  

  Customer Answer

  Date: 03/20/2023

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

  They are charging for something they don't deliver. They rent cabins out that are unsafe and do not include the amenities at their specifically charging for. They offered partial compensation back when part of the charge was for a hot tub cleaning fee of $95 for which we never got to even use a hot tub. Both nights of our stay we did not get what we specifically paid for. This company needs to either change their policies or get new ownership.

  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:03/15/2023

  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.

  ***** **** * ******* ****** ******** **** *** *** ******* ** *****
  
  Reservation Information
  Reservation #: ******
  Property:
  Waterfall's Edge
  Arrival: 12/22/2022
  Departure: 12/26/2022
  
  Upon arrival we gasped at the filth of the cabin we rented to enjoy our Christmas Vacation. It wasn't maintained and filthy. I have posted pictures on my Google review. This Company Catfish's unsuspected Travelers with pictures of clean well maintained cabins. What we got was broken beds, filth, broken dishwasher, safety hazards, bugs, greasy floors, clogged ventilation ducts, broken lamps, boards coming off ceiling, broken outlets. There are many other terrible reviews and pictures online on VRBO, Google etc to document this company is running a scam. We ended up having to rent another cabin on December 22 and lost thousands of dollars. I would like a refund. I have asked for a refund multiple times and my bank will not issue a refund because it was paid by debit card, so my claim was closed. The police issued a report.. We've learned that this Company also goes by Venture Resorts and Gatlinburg Falls Resorts. We were robbed!!! Total Refund Due: $3368.86

  

  Business Response

  Date: 03/30/2023

  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests.
  
  On March 20, 2023 we reached out to *** ******** in order to amend this with her since the dispute with her bank had been determined. We agreed to a partial refund on the reservation. The refund has been processed to her bank. We hope that *** ******** if comes back to the area gives us another chance. We would be happy to have her come stay with us again and make sure her stay is less frustrating for her and her family. 

• Initial Complaint

  Date:03/13/2023

  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.

  My friend, *** *********, reserved a cabin for a group of us. We paid a total of $6268.90 to "Cabins of the Smoky Mountains" for the "Eight is Enough" Cabin for a stay from March 13-March 18, 2023. The cabin is advertised to accommodate 24 people, have a "well equipped kitchen" and claims to be "Where luxury Meets The Mountains." However, it was a disaster in the mountains! The cabin is in terrible condition with dangerous & unsanitary living conditions. Toilets will not work, showers will not work, showers are missing handles rendering them inoperable, one shower door is off the shower & sitting on the floor, bathroom cabinet doors are off the cabinets and are laying on the floor, toilet paper holders are broken, one bathroom's lights don't work, the bedroom door locks are broken, the kitchen chandelier is broken, the oven is in need of repair, the ice maker doesn't work, chair legs are broken, the foosball table and pool table legs are broken rending them unusable due to the slant in the tables, the dishwasher leaks all over the kitchen floor, there is slippy grease all over the kitchen floor, there is a leak under the sink with black mold. This moldy wet area under the sink is where you can also find the grilling supplies. The cabin is filthy (there are dirty footprints in the showers), the TWO hot tubs don't work, banisters are falling down causing a significant danger risk, the kitchen isn't equipped AT ALL. There were NO utensils & nothing to use for cooking- no baking sheets, baking dishes, pots, pans, spatulas, spoons, mixing bowls, the blenders are missing their lids- all making the kitchen unusable. The staff was NOT helpful and refused to remedy the situation in any way. They promised to send housekeeping to clean the filth and repair the hot tubs so we can use what we thought we were renting and housekeeping never showed up. We asked to be moved to another cabin and were told they didn't have any large enough to accommodate our large group.

  

  Business Response

  Date: 03/20/2023

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

  On 3/13 Management did reach out to the guests. We offered them another cabin. The guests wanted to check out the cabin themselves and we happily obliged after the property had been cleaned. Once giong to the cabin we were going to move them to they did not want to move to that property and decided since we had no where else to move them they would allow us to fix the issues and compensate them at checkout for any issues that occurred during their stay that we could not resolve. 

  On 3/18 the guests came into the office and spoke with a represernative about compensation for issues during their stay. The represenative and the guests came to a resolution of a partial refund and a discount off of a future stay with us should they choose to return. Guests were satisfied with this amount of compensation and just requested that the issues be resolved fully before renting again to which we agreed and have taken immediate action to remedy this situation. We do appreciate the guests time on this matter and greatly apologize again for any inconveniences imposed on their vacation. We at Gatlinburg Falls hope to see them return with us for a much better expereinece. 

• Initial Complaint

  Date:03/12/2023

  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.

  On 3/3 we arrived at the cabin “the getaway place” we rented through this company. We were told it was a 4 bedroom cabin with a hot tub and great views. Perfect. Check in time was suppose to be at 4pm and we arrived around 5:05 pm I believe. Walked onto the porch to see a BROKEN, what appeared to be dry rotted hot tub. Brushed that off. Walked into the cabin to find there were no shower curtains on the showers, no privacy for the jacuzzi tub upstairs. Fine. Walked downstairs to a decent “game room” with two games, a bed room full of wasps (which I am highly allergic to) STICKY floors, hole in the ceiling and DIRTY BEDS. Immediately called the number I’m my email. After speaking to someone named Trevor (I believe) he informed me I had to wait for maintenance to try and resolve the issues I had which would be about 1.5 to 2 hours. The weather that day was hurricane force winds, torrential downpours and multiple tornado warnings/watches. When asked if I was suppose to stay in this cabin with 4 kids and an infant while I am highly allergic to wasps I was told if we had something to do we could leave, but couldn’t get a new cabin. We hung up the phone. At this point it’s 5:45, we killed 6 wasp and found 2 wasp nests. I called back, and again requested a new cabin, or a refund and was told once again to stay there or wait on the porch, in bad weather, until maintenance arrived. We paid $463 for this cabin. Maintenance arrived as we were leaving the cabin, when we were told that hot tub hadn’t been working for awhile.. they didn’t have parts in to fix it yet. There were wasp nest, the back door also had a crack at the top that he didn’t have the stuff to fix it that night and couldn’t with the weather. he could however put some shower curtains up for us, change the sheets and kill the wasps. I called several times and was never offered a resolution.

  

  Business Response

  Date: 03/21/2023

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

  On March 21, 2023 a supervisor did reach out *** ******** to discuss the stay with them. We understand the frustrations that *** ******** and her guests had during their stay and wanted to be able to make it right with them. *** ******** agreed to a partial refund on the reservation and also a discount for a future stay with us. We appreciate Mrs. Gatewood's time regarding this matter and on her next stay with us we will insure that she and her guests arrive to a cabin that is up to our standard as we always strive to do. This matter has been resolved. 

• Initial Complaint

  Date:02/22/2023

  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 arrived at the cabin I rented which was dirty. There was food pieces throughout the cabin and on the floors. There were dead bugs all over the cabin. There were pee stains all over the mattresses. On the queen sofa sleeper, there was pee and mold. Mold in the downstairs bathroom and around the window sill. They were not enough linens for all of the beds to be used. The electrical box was wide open and accessible with live wires hanging out directly next to the hot tub. The hot tub was running with the cover off upon arrival and the water didn’t cover the jets and the top was off. We called after arrival to complain and we’re told they would send maintenance that day and house keeping the next. Maintenance came and could not find a hose nor did he have one. He used the bathroom trash can to fill the hot tub up. The next day when no one from housekeeping showed, we called. We were told they would be there by 6pm. No one came. We called the next day and no one came. The following day, there was no running water. We called and the only thing we were offered was compensation upon checkout. I’ve never dealt with a more unsanitary, unsatisfactory business. We were hoping for a relaxing beautiful vacation in the smoky mountains and it has been headache after headache. The manager acted annoyed and told me there was nothing she could do. I asked to speak to a GM and she refused to give me a number or have them call me. Simply unacceptable.

  

  Business Response

  Date: 03/01/2023

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

  We spoke with Mrs. ***** on February 23, 2023 regarding the concerns she had while staying with us. We agreed that it is not the experience that we wish to provide our guests. For this we and Mrs. ***** came to an agreement of a partial refund on the stay and also for a discount to return and give us another chance in the future and have a much better experience. 

  We appreciate Mrs. ***** time in reporting these issues to us and the time spent regarding this matter. 

  Customer Answer

  Date: 03/02/2023

  
  
  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:01/30/2023

  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 arrived at our cabin on Sunday, January 29 and found several issues.
  
  Issues we have called about:
  
  Top floor beds - no blankets (our three and six year old went to bed with make shift blankets)
  
  Outlet for electronic dartboard - broken cover plate (room my three and six year old are staying in)
  
  Air Hockey Table - Not working
  
  Electronic Dartboard - not working
  
  Indoor pool room heater - blowing cold air only and covered in dust
  
  Deck lights - no bulb or broken on two different levels
  
  Toilet in indoor pool room - broken/lid is set inside the reservoir
  
  Pool water - freezing cold (When my six year old jumped in she had a terrified look on her face and started screaming “Cold! Cold!” Awful feeling as her dad.)
  
  Trim is missing around door in pool room
  
  Plants are covered in dust in pool room
  
  Curtain rods are missing/brackets gone on main floor - and there are no curtains up.
  
  Broken bed frame in top floor room
  
  No billiard chalk or foosball
  
  Issues we have not called about yet:
  
  Main floor deck - light not working/attached properly
  
  Fireplace main bedroom not working
  
  Drawer knobs main floor bedroom
  
  Fireplace third floor bedroom not working
  
  Faucet leaks in top floor bathroom
  
  Broken outlet covers on another outlet on top floor
  
  Cable box disconnected on top floor - guest reconnected
  
  Multiple remotes with missing backs/batteries.
  
  We also discovered a leak through a light fixture and when the tech arrived he informed us that the two previous guests had informed them about this issue and it requires shutting the cabin down for a few weeks to fix. He said we could no longer use the bathtub causing the leak.
  
  We woke up to find that the pool has a major leak as well as the water line drops rapidly and therefore never heats up because you have to keep refilling with cold water.
  
  We hope to be moved cabins promptly or receive a significant refund.

  

  Business Response

  Date: 02/07/2023

  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests.
  
  
  
  On January 30th, 2023, Management spoke with *** ******* regarding the issues he was having in one of our properties. ** ******* asked that he receive compensation prior to checking out and also to be moved locations to a comparable unit that he was able to check out prior to them making the move. We did go by and inspect the cabin and then *** ******* went by to make sure this move would be acceptable to him and his family. ** ******* did accept the move to the cabin with a pool and was refunded the amount he requested before his checkout date. 
  
  
  We hope that ** ******* and his family are able to come back in the future and have a better experience with us. We appreciate the time that was spent in correcting this matter with our guests.

  Customer Answer

  Date: 02/07/2023

  
  
  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. I will be filing a second complaint for the issues we experience after moving into the second cabin.
  
  
  
  Sincerely,
  
  
  
  ***** *******