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:01/17/2023

  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 friends and I booked the H2Oasis cabin for a small ladies weekend in a LUXURY CABIN as advertised on the CotSM website. Upon arrival on 1/12/23 we discovered the cabin to be less than anything luxury. Upon driving up to location we were concerned we were in the wrong place due to the area almost seeming abandoned (garbage in the roads and on the sides, in the driveway leading up to the Cabin). Upon entering the cabin there was a foul smell of urine, it was dusty, linens were old and stained, furniture was stained and had holes in it. The beds in each room were sunken in, the bathtubs were not cleaned. Also upon our review the refrigerator was broken, the jacuzzi was missing an entire side panel with the cover hanging off the porch and the pool water was a very cloudy green color. The pots/pans/dishes in the kitchen were unable to be utilized due to the conditions. I immediately contacted the office/customer service to inform them of what had been discovered as we did not feel comfortable or safe staying in this cabin. I spoke with ***** who informed she was in "management". Pictures were taken and sent, ***** was not nice, she kept expressing these things could be fixed and maintenance had to come as it was their policy/procedures to follow. When asked what the next steps would be she continuously used the word "potentially" and told us refunds could not be discussed until check out. I repeatedly told her we did not wish to stay there or anywhere else due to her inability to show compassion or give direct responses. ***** raised her voice when asked her last name or last initial for my references in the case I had to refer to her when speaking with someone else (as requested & denied). ***** arrived 45 mins. later to assess and agreed it was not livable. We had to book an AIRBNB at the last minute, in the dark of a foreign location. ***** only agreed to issue a refund due to the "beds" in the cabin. Our deposit was not returned though and it was not our fault.

  

  Business Response

  Date: 01/31/2023

  We sincerely apologize for any dissatisfaction with your 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 27th, 2023 We reached out to *** **** regarding the issues they had while staying with us. After speaking with **** **** about this we offered her a refund of $500.00. We have also attached a discount for a future stay should they choose to use it. This discount never expires and can be used with the previous guest discount. We know that this compensation in no way changes the issues that **** **** experienced while vacationing with us, but we are committed to making it right. We appreciate the time **** **** has spent in going over the details with us. We do hope that **** **** and her family are able to come back in the future and give us another chance.
  
  

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: 18854256
  
  
  
  I am rejecting this response because:

  I have not spoken to anyone from this business since the day we attempted to check into the “luxury cabin” on 1/12/23. So the response that someone reached out and spoke to me is highly inaccurate and disappointing that they would respond with something far from the truth. 

  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 02/03/2023

  We sincerely apologize for any dissatisfaction with the guest stay and for any miscommunication that may have occurred on our part. 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 February 3, 2023 We reached out to *** **** regarding the issues they had on the day of check in with us. After discussion, *** **** accepted a refund of the deposit and a discount off of a future stay with us as well. We do hope that *** **** and their family/friends are able to come back in the future and give us another chance and appreciate the time they spent in going over the details with us so that we could amend this with them.

• Initial Complaint

  Date:01/16/2023

  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 put down a $200 deposit in a cabin for my family vacation in 2020 right before the COVID Pandemic began. Everything was shut down and everyone was scared to go anywhere. I was told I couldn't get a refund but they would hold the money for 2yrs or so just depending on how long the pandemic would be. So I checked back with them at the end of 2022 and was told that they extended my deposit for a cabin until August of 2023. When I called Jan. 2023 to reserve a cabin, I was told that wasn't possible and I lost my deposit. I explained to the rep what I was told and had an email about it, he kind of chuckled and said he'd run this by a supervisor. He did and came back on the phone starting I lost my deposit and all he could do was give me a 10% discount! He also said the two made a mistake and no longer works there.
  We've been through so much in the last few years, all I wanted to do was bring my family for a nice vacation and we've never been to Tennessee before. I was heartbroken and upset to say the least. I would like a full refund at this point.

  

  Business Response

  Date: 01/30/2023

  We sincerely apologize for any dissatisfaction with the guests booking. 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. 
  
  
  
  On January 27th 2023, a member of our management team did reach out regarding  the issues ***** ****** had while trying to use the money in escrow. Unfortunately we were unsuccessful in reaching ***** but wanted to inform her, due to a communication error on our part we will be extending the $200.00 to use towards a booking of ***** ******' choice. This money in escrow will expire 8/31/2023. We do apologize for this inconvenience and miscommunication and look forward to having ***** and her family visit with us in the near future.

• Initial Complaint

  Date:12/31/2022

  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 stayed in Sept 2022 in The Watering Hole Cabin, Reservation #604398. We had
  maintenance go into our cabin with NO notice. I
  understand that maintenance is required but they didn't notify us or even
  leave a note. We just noticed that some things were
  out of place and called. Sure enough their staff had
  been in our cabin at 8pm at night to change a lock.
  We were told they assume their guests don't just
  stay at the cabin and they are out in town for most of their stay. If this is true why would someone rent a
  cabin with amenities if they did not plan on using
  them in the evening? Not very reassuring for the
  security of our personal property or our privacy.
  Never received the slightest apology. Their customer
  service person just kept saying they would note that we would like to be notified if they came in again.
  Not only did we have our privacy invaded we also
  had to deal with the lack of care their company has
  for the cabin. The doors and walls all had gaps that
  allowed bugs in (we painter's TAPED them shut at
  night), filty chairs in the theater room, broken pieces
  of things laying around the game room, a broke toliet
  paper holder, pool room was disgusting: rust and chipped paint in the pool room, pool chemicals sitting open in the pool room (safety hazard for
  children), electrical issues (pool equipment and
  wash machine breakers tripped almost every time
  you used them). The pool heater
  sounded like it was going to blow up the whole time
  we were there, making hard to sleep. Doors and walls with large gaps through them allowing bugs in. Not even a shelf in the shower. All showering supplies have to go on the dirty shower floor.
  Sticky fingerprints on everything, spiders, roaches, trash, dust and dirt everywhere. They need to do a lot of quality control with their staff. We even messaged them all this information with the chance to make it right and we didn't even get a response back.

  

  Business Response

  Date: 01/24/2023

  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 1/2/2023 we reached out to **** ********, unfortunately we were unable to come to a resolution. We feel that offering a partial refund on the reservation for their troubles is fair. However the guests think a full refund is fair. While we would like to make the guest happy and make sure we come to a resolution, but the guests stayed all 5 nights in the cabin and therefore cannot be given a full refund. We understand that someone entering the property while you stay there might make some guests uncomfortable, and if a guest asks for no service during their stay we will happily oblige. This was not asked for during this stay, and so our technician was sent to do standard work in the cabin In addition, the issues such as bugs, poor cleanliness, broken items, and the pool room issues were not reported or brought to our attention during this stay, meaning we were given no opportunity to fix the items. Typically we do ask to be given a chance to fix the issues before proceeding with a refund for them, however we are willing to work with **** ******** to make this right.
  
  We have reached out again with a new refund offer in an attempt to find a resolution, and we are eagerly awaiting a call back to discuss this further.

• Initial Complaint

  Date:12/19/2022

  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.

  When my daughter, boyfriend, and twin granddaughters showed up the accommodation was NOT what we had been described. When she went out on the area with the hot tub it wasn't even like the picture on the website. I was ensured that I would be getting a traditional looking cabin since it is "new." My grandchildren are highly disappointed and my daughter is in tears. She called when they saw that the accommodation wasn't what we were told but was told there was nothing they could/would do. She suggested them changing her cabin to "Cozy Cub." She was told no. My daughter is saying that it has ruined her vacation.

  

  Business Response

  Date: 01/08/2023

  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 of our guests to become returning guests.
  
  
  
  
  
  The Guest was moved to Cozy Cub starting 12/18/2022 till 12/23/2022 confirmation number 615174. During a follow up call on 12/19/2022 at 1 pm the guest stated that she was satisfied at the new cabin.

• Initial Complaint

  Date:11/27/2022

  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 the cabin Wilderness Lodge on August 17 through the 23rd. Upon arrival they give you the info for the cabin and upon pulling it up in Google Maps we noticed a 1 star review from 4 hours prior. They had many issues with the cabin including Fleas. We called them and told them we didn't want the cabin if it had fleas. They told us to not worry they had bug bombed the place 2 days prior to us getting there. So we said if we have any issues we would let them know. First night we got there we found the hot tub not working at all, half the furniture was broken to the point of not being used. The air hockey table wasn't anywhere to be seen. We called about the hot tub and they had a company come out and try to repair it. The next day we started getting bites all around our ankles. The fleas were not gone. For the next 2 days we tried to get them to move us. The sinks upstairs were clogged, the air conditioner on the first floor wasn't working. They had some work to get this cabin back up for renting and they disregard that problem just to get their money. Finally they moved us to a new cabin, but even there the hot tub wasn't hooked up and they didn't have any trash cans for waste removal. We contacted them about the stay and they reassured us the total we would have to pay was only $481. Well after returning home we found that to be false, they only reimbursed us $500 something and we ended up having to try and get money back. They said the remaining $800 needed to be disputed with the credit card agency. We have the invoice showing what the total was that we were supposed to be billed and yet the credit card company keeps siding with the Cabins of the Smoky Mountains company, who keeps sending them the full amount so they don't have to reimburse us. Not sure how to get our money back when the company is telling the credit card company one thing and us another. Seems like this company needs to be reprimanded for there dishonesty.
  

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/12/06) */
  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 December 2nd we Spoke with the guests and came to a resolution that we feel made the guests happy. We hope that Mr. **** and his family do come back in the future to enjoy a stay with us. Appreciate the feedback and time that Mr **** and family have spent working with us on this matter.
  
  
  Consumer Response /* (2000, 7, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company made it right. I only wish it wouldn't have come to this long drawn out process. If they are as sincere as they say, it is always a possibility that we would return. I just hope they start getting things taken care of in a timely manner. Thanks BBB for you help as well!

• Initial Complaint

  Date:11/21/2022

  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.

  First the cabin we rented ended being 30 mins from
  Where I was orginally told and agreed too. The cabin was dirty, the outside had trash around even dirty diapers laying on the ground around the cabin. The back door door knob was broken making it difficult to get in and out. The hot tub had was appear to a lot of dead skin floating in it, definitely was not clean. There was nothing on the beds but a fitted sheet and a very thin bedspread NO mattress
  cover on the mattress. We had to wash all the dishes due to visible food still left on them. My concern is the lack of cleanliness that someone may end up sick renting this property or other properties from this company. There were other issues however these are issues that I feel must be addressed before someone becomes I'll from this companies lack of cleaning disinfecting and caring about their properties and renters.
  

  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/05) */
  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 December 1, 2022 We reached out to regarding the issues she had while staying with us. accepted a refund of 335.00 and a discount off of a future stay with us as well. We do hope that and her family are able to come back in the future and give us another chance.
  
  
  Consumer Response /* (3000, 7, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not except since the discount rate of40% that was discussed is not listed in their response. I will except when the discount rate is listed with no restrictions.

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked Mt. ******* Lodge almost a year ago for 11/06-11/09/2022. My sister ******* *****) booked & made the deposit payment. She tried to pay the remaining balance several hours before check-in to no avail as they were experiencing system issues & told her she might need to get a money order for the remaining balance (HUGE inconvenience). I called around 11am the day of check-in & my payment went through for the remaining balance. Upon arrival at 4:15p (check-in at 4p) my sister told me they needed to make a copy of my ID, so I gave it to a woman inside the office at the 653 Hidden Valley Rd address with a STRENGTH tattoo on her right forearm & was told we'd get an emailed receipt. She gave my sister a map to show us where our cabin was located, however our cabin wasn't listed. My sister went back inside & was given our cabins address & was told it wasn't done being cleaned & that we'd get an email once we could check-in. We went to the grocery store & drove up to our cabin around 5:45p & started unloading our items onto the porch. My sister called the 800 number as we never got an email & was told we were never checked in and my ID wasn't uploaded by the front office. A young African American woman told us we'd have to drive back down the mountain to check-in...she was extremely RUDE. I told her that wasn't an option as it was now dark & unsafe. I asked to be transferred to the check-in office & was told unless we had the name of the woman she was unable to transfer the call. She said she was reaching out to them & had us on hold for 20+ minutes. I called from my phone, got a different rep who was very polite & able to walk us through checking in online. He text the code to the door & we finally walked in around 6:25p. There were spider webs everywhere inside & out, paper was placed on the toilet seats, however we seen dried urine where it hadn't been wiped, furniture was ripped, alarm system didn't work, thermostat upstairs didn't work, no coupons left inside

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/28) */
  We sincerely apologize for any dissatisfaction with the guest stay or service provided. 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 November 18th 2022, Mrs. ***** called in and spoke with our Guest Care Supervisor Malik. Upon talking with him she did report the issues she had with check in, the service she had received from a phone representative, and the cleaning issues reported. Malik went over these issues with Mrs. ***** and came to a resolution of a partial refund for the issues which was in the amount of $448.00. Malik also offered her a discount off a future stay with us. Malik, before ending the call, apologized again for the issues she had during her stay with us and Mrs. ***** stated that she appreciated that. We do hope that Mrs. ***** and her family do come back and visit with us again in the future.
  
  
  Consumer Response /* (2000, 7, 2022/11/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I ran out of room to continue in my complaint, however the caucasian woman with the strength tattoo said they were short staffed on the cleaning crew with high turnover, which is why cleaning was taking so long. I hope the company can find proper staffing to do thorough cleaning as we pay enough for this service in our booking fee.

• Initial Complaint

  Date:11/03/2022

  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.

  Rented cabin Lovin' The View in Gatlinburg Falls from October 23rd to October 28th, 2022. Shower in upstairs master bathroom drained very slow and kept backing up and almost overflowed. Hot tub never got above 76 degrees and was unusable. It also had pieces broken out of base. Side table in master bedroom had a broken leg. Satellite TV kept losing connection and heating/cooling system ran all the time and very noisy. Called office twice about table, shower and hot tub but no one came to fix or address these issues or follow up. They claimed they were not responsible for mechanical issues and would not give a refund for such issues but what would have happened if shower drain overflowed? Paid $1600 for 5 days and you expect basic things to work properly. You don't go on vacation to have to deal with these issues. They didn't even follow up to find out how our stay was and it is probably because they already knew the answer. They should have either tried to fix issues or at the very least follow up. They had 5 days to do so.
  

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/14) */
  After speaking with Mr. ******* on 11/12/2022, We have come to a resolution of a partial refund in the amount of $107.50 and also a discount on a future stay with us. We do hope that Mr. ******* is happy and comes back with us in the future for further vacations.
  
  
  Consumer Response /* (2000, 7, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Gave partial refund an discount which was accetable.

• Initial Complaint

  Date:10/16/2022

  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.

  The Big Moose Cabin run by Cabins of the Smoky Mountains located in Black Bear Falls needs to be shut down. Dirty floor, air vents full of dust that upset my grandchild's asthma - CAKED on dust in the return, the air vents, and even coming through the outside panel. Rotten popcorn and cranberries looked to be left from last Christmas on fireplace (maintenance man who brought us towels removed them). TVs do not work. Pool table leg is broken and will fall on you if you touched the pool table, my son in law had to move it for the pull out couch and it almost fell on him AND we had my 11 month old grandchild crawling around. Once this happened, we couldn't spend time as a family in that part of the cabin due to severity of safety concerns. Hot tub on 2nd floor with rotted wood visible on bottom floor looking to fall through, dining rug held with masking tape secondary to being chewed up it seemed or torn and ratted. Showers missing liners and mildew present on outside curtains that had to be used as liners. No wash cloths at all per inventory shortage, but recommended we go buy them and be reimbursed. When we spoke on our first day there Sunday, October 9th, at 10:21 am with Shay, she apologized. Asked if they could come clean since it was not cleaned at check in, apparently. Unable to provide us with a time that they could come back to clean but our stuff was unpacked and we were not comfortable with a stranger while we were not present. Today, Saturday, October 15th, we spoke with Steven he reported that we could be compensated a certain amount but he could not do anything further. He told us that all of these issues were our fault since we did not allow them to come clean, questioned experience in the mountains as this was almost considered normal. We are more concerned about health and safety, and full investigation needs to be completed. State needs to be notified and investigate. Photos online are wrong and don't show the current status. Roaches. Holes in walls.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/31) */
  We are disappointed to hear that any guest was not satisfied with their stay. has spoken with their party and come to a solution with party. We appreciate them giving us another chance to make their stay better and a guest for a lifetime.

• Initial Complaint

  Date:10/06/2022

  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 the 8 is enough cabin 09/02/22 to find that the listing was a complete fabrication. This is not a luxury cabin. As a matter of fact, it is the complete opposite. Upon arrival, the air conditioning on the third floor was not working. I immediately called the office to ask for someone to come and take a look and they said they would send someone. We entered one of the rooms to find that the carpet was ripped up which we figured was just normal wear and tear, but then we entered the bathroom which was completely unsanitary. There was standing water at the bottom of the bath tub, the faucet was leaking, and the faucet handles fell right off! Another bathroom has dirt at the bottom of the tub. We went to the deck and it was falling apart and very dangerous (pictures). It looks like the cabin has barely been taken care of. The hot tub was dirty, under the sinks and toilets there is mold, and the couches in the cabin weren't anywhere near the same couches that are in the photos online. One of the couches was broken! We approached the front office about every issue. The first time (around 1 or 2 pm) I requested to be moved, they stated they needed to send maintenance to assess the cabin. Maintenance came at about 2:30 pm and approved a move since he could not fix the issues. I went to the office a few hours later, and the receptionist stated she needed to reach out to a supervisor and would call me back. The third time we called, the manager indicated there had been no such request, there were no other cabins available, and we would not be receiving any sort of compensation until we checked out. I explained that my uncle had asthma and there was no way we would be able to stay in the cabin in its condition. We checked out the same day. They refused to give us any type of compensation citing their no cancellation policy.
  

  

  Business Response

  Date: 10/20/2022

  Consumer Response /* (2000, 6, 2022/10/13) */
  The merchant contacted me and was able to provide a partial refund for the stay.