Complaints

This profile includes complaints for Elk Springs Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elk Springs Resort

  125 Silverbell Ln Gatlinburg, TN 37738-4713

  
• 

  Elk Springs Resort

  1088 Powdermill Rd Gatlinburg, TN 37738-5502

  

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:05/02/2025

  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.

  I rented a cabin for a family trip 4/24/2025. We reserved Southern Charm cabin through the Elk Springs Resort. On the day of our arrival I received a text that the pool lights was not working and that they would not be remedying the situation, understood. We arrived at the cabin and check in. The cabin was nice and spacious, however, it was minor issues. I didn't feel the need to complain. Fast forward to check out day, we all went through the home to pull linen per check out rules and tidy up what i felt was necessary. Basically cleaning the cabin. This was on Monday morning. we checked out at approximately 8:56am. On Wednesday afternoon, i received a notification from my bank for a transaction from Elk springs resort in the amount of $500. I immediately called and inquired. I was put on the longest hold ever for the rep to come back to the phone to say that the manager was still working on my account but the charge was for damages. I asked her to elaborate. She advised me that the manager was still working on it but I would receive a email explaining the charges along with photos. I then ask, If the manager i still working on the charges why was my card charged. Once my card was charged a receipt should have been attached explaining charges. She tells me she can see pictures and explained that three pictures she was looking at , one shower curtains ripped(plastic), 2 the theater seats was ripped and 3 the outlets were damaged. curtain was down in 3 bathroom upon arrival, the theater sea was ripped with black tape upon arrival and I'm still trying to understand how to you damage outlets. I have been waiting on a receipt as well as pictures with no response. I have since reached out to my bank for fraud as well as the Division of Consumer affairs. This is fraud. I paid a damage waiver that covers up to $1500 yet they still go in my account for false damages. This company should be discredited from the BBB. according to reviews this is common practice. DECEPTIVE!

  

  Business Response

  Date: 05/02/2025

  The incidental damage waiver is for incidental damage.  The damage to the theater seats and exta cleaning were not incidental and are not covered.  This is a million dollar property and there was damage done to the unit during the stay that the guest was responsible for.  We would not charge a guest for damages they did not cause or that were covered via the waiver.

  Customer Answer

  Date: 05/19/2025

  I'm unable to reply to this business. Please advise as I do not accept their response

  

  Business Response

  Date: 05/19/2025

  We will charge guests for damage that is not incidental.  We do not charge if it's incidental.  We did investigate the issue and confirmed it occurred during the guests stay and therefore charged the guest.  We have a responsibility to our guests and our cabin owners to keep the property in good condition.   Should a guest be irresponsible or not watch their kids or other guests - then they will be responsible for the damage.

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising 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 booked a stay with Elk Springs resort on March 6, 2025 from July 6, 2025-July 12, 2025. I booked this resort that stated it had 100% refund until May 7, 2025. On March 7th I received an email “contract” (that has not been signed) stating that my trip was not refundable. This resort does. It have a pool which I found out after booking, and does not work for my family. I have been in contact with the resort because I would not have booked. Resort that would not have been refundable had I known that was the case. They are stating that VRBO has a third party cancelation fee policy however there was nothing stated about any other cancelation policies with this resort upon booking. I have already paid for another resort and would like for this company to refund my deposit of $548.58.

  

  Business Response

  Date: 05/22/2025

  *****, we refunded you on 4/30/2025, over 3 weeks ago.  We have a timestamp and proof of the merchant refund.  I also emailed you directly on multiple occasions to confirm this and have heard no response.   I thought for certain give we refunded you retract your BBB complaint and also remove your bad reviews, however, this isn't the reason we refunded you.  We did it given the policy.  Out of common courtesy we do ask that you remove the negative reviews since they are not accurate.

• Initial Complaint

  Date:11/26/2024

  Type:Facilities 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 family and I were put in this rental (Golden Woods) the day before check-in because our original cabin (Summit Pool Lodge) was discovered to have a bug infestation that they could not take care of prior to our arrival on 11/8/24. When Elk Springs called on 11/7/24, a little after 3pm, to tell me this they said they had another cabin that was comparable to the cabin we initially rented. Comparable means similar or as good as. That was a lie. It was not. Our original cabin had 6 rooms and 6 bathrooms. This cabin only had 5 bedrooms and 3 & a half baths. Two of the bathrooms were in rooms on the second level. While the 3rd was on the main level with entrances from one bedroom and the other from the kitchen. That was difficult to deal with when you have 14 people. The washer and dryer was all in that main level bathroom. The half bath was down where the pool was. One of the rooms was all the way at the top and really was suppose to be just a loft area where you can look out into the woods. They put a bunkbed up there. None of the beds were comfortable. On top of that, on our 6 hour ride to the cabin I received a text saying that check-in time had to be pushed back from 3 to 5 which was okay because we had a little time left before we got there. But when we arrived at 5 the cleaning crew was still there and we had to wait an additional 45 minutes for them to finish. The cabin was also further from a lot of places we had planned to visit when we were planning to stay at the other cabin. We weren’t given any extra accommodations for the disruption in our trip. We only got some money back because the second cabin was cheaper than the original. We were only given two options: cancel our trip and get a full refund or go with the other cabin. We had to deal with the other cabin because it was less than 12 hours until we were planning to get on the road. There was no effort to try to properly accommodate us. Our trip wasn’t what we had expected and hoped it to be.

  

  Business Response

  Date: 12/11/2024

  Very sorry this happened at the last minute.  We were unable to allow guests to stay in the original cabin due to the pest issue and it occurred on the day of your check in.  Unfortunately no preventative action could have prohibited it.  We were able to find alternate accommodations for you and we adjusted it to the lower rate and further discounted it for the inconvenience.  The total refund was $896.   We apologize we had to move you and did provide you a rate that was both discounted and reflective of the location and smaller size.  It was really the best option we had and we offered it at a lower price.  We appreciate your understanding and again do apologize but also were glad we could find you something on such short notice during a busy holiday.

• Initial Complaint

  Date:09/27/2024

  Type:Facilities 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 to the "luxury" Romantic Views cabin after a 7 hour drive on 9/25/24 and nothing about this was romantic nor luxury. Hair and dust everywhere, questionable white/brown stains on the bedskirt/pillows, hair in the bed, dirty floors, bugs etc. we promptly contacted the office, as my fiancée is asthmatic and could not stay in such conditions given the risk of an attack. ESR rep said to call back in the morning (9/26) and we could speak to a manager and would send housekeeping/maintenance then as well. the rep said "per your rental agreement, you have to give us the opportunity to rectify the issues." so you really expected us to stay overnight in a filthy cabin that posed a health risk for my asthmatic fiancée? we decided not to stay for aforementioned reasons, and didn't trust the efficacy of another cleaning as housekeeping obviously doesn't know how to properly do so. we considered cleaning ourselves- but this is supposed to be a vacation. i clean plenty at home. we then booked a hotel and stayed there instead. i have called several times today, 9/26/24, as instructed and still have yet to speak to a manager. we filled out a form with photographic evidence as well for manager review. it is now 9 pm and we still have not spoken to anyone that is actually of help, nor have we gotten confirmation that our documentation was actually being reviewed. the reps have been nothing but apologetic and kind but after spending almost $1400 in lodging for this property + the new one we we are requesting a 100% refund for the 3 nights we are not staying at this property, in the amount of 664.79. the representative we spoke with last flat out told us to dispute the charge with our cc company and we have also done that as well. ESR has turned what should have been a nice, relaxing getaway into a hellish nightmare. i do not recommend this company.

  

  Business Response

  Date: 10/16/2024

  Our prior 4 reviews on this cabin by guests was 5 stars for cleaniness.  So we are not sure how this cabin could go from 5 stars to being uninhabitable.  Guest departed before we could inspect and remedy the issue.   We are unable to refund the guest given the cabin was clean and if not, we didn't have a chance to remedy.

  Customer Answer

  Date: 10/17/2024

  
  
  Complaint: 22346719
  
  
  
  I am rejecting this response because:
  

  Other peoples reviews are irrelevant to our experience, as well as the many others ESR has used this line with in these complaints. Your property was a disgusting upon our arrival. At what point will someone note the trend and accept ownership and take accountability for the seemingly common complaint? Your management team requested we allow them until the day after our arrival, 9/26, to have someone return and clean. Let's be frank here- your "manager on duty" expected us to sleep on visibly semen-stained biohazard bedding and stay in a residence so dusty you feel it the second you walk in. We were not offered any other accommodations in the meantime- the only solution provided by your staff was to wait. I did make them aware of my partner's respiratory condition as well. I have provided a few of the photos of the conditions we arrived to, that were previously provided to ESR when they requested we send documentation over "for review" and never heard back about.  (I implore you, view these pictures through the eyes of someone who has asthma, like my fiancée.) I am once again requesting a full refund for the unused nights we did not stay at your property (which was all of them) back to the card I paid with.

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

• Initial Complaint

  Date:09/17/2024

  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.

  • Paid and requested to stay in cabin for the dates of 13-15SEP.
  • I was attending US Army Airborne School, and my class of 350+ students was abruptly delayed due to reasons completely out of our control.
  • Throughout the weekend, as a student regardless of rank or position while attending said school there is a mileage radius you cannot leave. Preventing myself and my wife from traveling to the cabin.
  • We explained our situation and were given alternate dates to push our stay to rather than being refunded, however this was later on redacted by the hosts and we were told we cannot be refunded nor push our stay to another date/time regardless of the situation.

  

  Business Response

  Date: 09/17/2024

  Hi *********, we normally do refund for military related deployments.  I'm not sure why our team didn't accommodate you, but we're happy to do so.  Also, we noticed that you and your wife left reviews on public sites saying we "stole" your money and that we are "These inconsiderate and money hungry thugs stole mine and my wife’s money from us.".

  Having reviews like this don't motivate us to change our minds, but there are a few things that are important to note here.   In the vacation rental market deposits are non-refundable.  And they are non refundable because they are very very difficult to rebook last minute.  So you are essentially locking up a sale in advance.  We commit to having the unit ready for you and you commit to staying there.   We do offer travel insurance that offer you a full refund should you not choose to stay with us for whatever reason.  Military deployments, work issues, life issues, illness, etc.  You did choose not to purchase it.  It's not a scam or shameless upsell, rather we can offer you a lower price but you accept the risk of not being refunded at the lower price without the ability to be refunded.

  In our correspondence we even offer the option to purchase the insurance within 48 hours after you book in case you are deployed, etc. and again you chose not to do this.

  So we are a bit taken aback that you would publicly say that we stole from you.  What we are doing is honoring the agreement we have with each other and since you chose the lower priced option to stay with us that didn't afford you a refund you were not refunded.

  We do make exceptions for military deployments and i'm happy to accommodate you, but I won't do it unless you and your wife remove the false reviews.  Again, we're not doing this because of the reviews, but I it is not fair to have false information on the internet regarding the transaction.

  Once they are removed please let us know.  you can email me directly.

  Customer Answer

  Date: 09/18/2024

  
  
  Better Business Bureau:
  
  
  Elk Springs Resort will not refund my money until I remove my review. If this is what they desire, then so be it in order to have my money back. I reviewed the response made by the business in reference to complaint ID 22296948 and will remove my reviews, awaiting refund as they agreed.

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

  

  Business Response

  Date: 09/18/2024

  We have submitted the request for a full refund to Whimstay.  We will update you when they provide us details on the refund and thank you.

• Initial Complaint

  Date:09/10/2024

  Type:Facilities 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 event took place on 9/4/24. Upon using the bathtub at the cabin water started draining from the upstairs to the main floor on the cabin. The water was leaking from the wall itself as well as the light fixtures (I have videos to prove all of this if needed). We tried calling emergency maintenance multiple times without any response. When we finally got ahold of someone they just told us that "water leaks from the top floors of cabins all the time" we expressed our concerns for our safety to which they only replied that there were no other cabins we could go to. When maintenance finally arrived to the cabin it was 12:20am and he did not leave until around 2am. He could not figure out the problem and just shut the electric breakers off on the main floor. We spent our entire night cleaning up water and barely got to sleep that night. The managers Erika and Beth said that "since the problems were fixed that we were not entitled to a refund". I feel as though we are at minimum entitled to a 1 night refund of the money we paid due to the cabin not being up to their normal standard (which the admitted by email) and making us stay up all night due to water coming out of the light fixtures.

  

  Business Response

  Date: 09/12/2024

  Hi ******, very sorry you experienced this at your stay.  We had 3 of our maintenance techs try and recreate the problem and we had a plumber test the connections and drains and we couldn't replicate the problem with the tub.   The tub does have a decorative surround with rock and a tile basin.  On arrival our maintenance tech did note that this basin did have water in it.  Given everything works as it should and that we have had no reported leaks prior to or after your stay it does appear that the tub was either overfilled, there was spillover once in the tub or the wand was left out of the tub and running during filling.  The water in the basin is what was leaking from the ceiling and we can't recreate getting the water in the basin without overflowing the tub.  It's likely one of your guest overfilled the tub and did not disclose this to you or us on arrival.

  Thank you!

   

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: 22265754
  
  
  
  I am rejecting this response because:
  
  The bathtub was not overflowing nor was the handle turned on. I understand that the techs found out what the issue was but there was still a significant safety event during our night. Regardless of you being able to resolve the issue it still ruined one full night of our trip and we deserve to be reimbursed that. If this had happened to you or your family you would think the same? We booked with you due to your great reviews and the way you are choosing to handle the situation shows poor customer service as well as compassion on your part. I truly hope that you or your loved ones never have to experience the same treatment in which you are giving us.
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/23/2024

  Type:Facilities 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 weekend of 6-29-24 we sheduled a long weekend at Elk Springs resort "Splish Splash" unit.
  We paid $1,154.57 prior to arriving. When we arrived the AC wasn't albe to keep up with demand and temp in the unit never decreased below 78 degrees. We called the local office who sent a maintenance person out. He stated the AC was blowing cold air and that's all he could do. We didn't unpack. We told the office we couldn't stay in the unit as my wife is a breast Cancer survivor and sensetive to heat. They said they would check us out but they would keep our money and we couldn't speak to a manager.
  
  We left a review on your site which the Resort responded to by saying they would contact us within 24 hours. It's now been a week. We are trying to contest this through our bank.
  
  Thank you for your assistance.

  

  Business Response

  Date: 07/23/2024

  We are unable to respond to BBB issue that is currently in the chargeback proces with a merchant processor.  We work these cases directly through merchant processor  and not any other forums.  Please close this case as we no longer will be able to respond.

• Initial Complaint

  Date:06/18/2024

  Type:Facilities 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 booked a cabin for Father's Day. It was a surprise for my husband that turned into a total nightmare.
  
  Upon arrival, we encountered several issues that impacted our stay. Firstly, the downstairs pull-out sofa was broken. The upstairs pull-out sofa was heavily stained, and the bedding provided had a noticeable odor. Furthermore, the pillows were stained indicating inadequate cleanliness and sanitation standards. In addition to these issues, we encountered pests in the unit including a spider and ants, which further detracted from our comfort and enjoyment of the cabin.
  
  Despite notifying housekeeping staff via text, the responses were ineffective. Consequently, on the final night of our stay, we opted to stay in to address these issues instead of attending a planned event. To resolve these matters, we waited for staff, who saw these conditions firsthand and acknowledged the severity of the situation. Notably, the air conditioning in the cabin wasn't working. Staff ended up going underneath the house attempting to fix it. Some progress was made but not much. It was the compounding issues that led to discomfort of our stay.
  
  While the staff was helpful in assessing the situation, they advised us us to contact management for compensation.
  
  Given the cumulative issues experienced during our stay, I must insist that the cabin in question be taken out of operation until all necessary repairs are made. And as such, I am requesting a full refund for the rental fee paid. Contrary to assertions regarding amenities, a functioning sleeping arrangement is fundamental and should be assured. I have documented these issues with a number of photos.

  

  Business Response

  Date: 07/23/2024

  Very much appreciate your feedback and detail.  We are unable to give a full refund to a guest that decides to stay their entire stay.  We do acknowledge some issues and would have like to have been able to ahve maintenance address all of these during your stay.  The good news is that everything is working 100%.  We are able to offer a 15% discount to your stay and that credit has been applied.  This is an above industry solution and we appreciate your patience.  

  

  Business Response

  Date: 08/09/2024

  Sorry, thought we already responded to this.  We provided a 15% refund to the guest which is an above industry standard refund.   Thank you

  Customer Answer

  Date: 08/09/2024

  
  
  Complaint: 21864097
  
  
  
  I am rejecting this response because the issues warrant a full refund. The plethora of pictures presented solidifes this. Furthermore, 15% is NOT above industry standard. A refund in the amount of 15% is for minor issues. Our issues was major!

  Elk Springs Resorts operates within the hotel and hospitality industry and they are very well aware of the heightened standards that they must abide by such as having fully operable beds, and clean items. These are not amenities. They are essential. To the extent they don't abide by these basic, yet fundamental requirements, a FULL refund must be issued. 

  Lastly, Elk Springs Resort is bound by regulatory compliance and health standards. The pictures and corresponding text message communications further proves the breakdown in their operation. Hopefully, they take corrective action in issuing a full refund.

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

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rent a cabin for the week. The cabins pool didn't work, it had bugs that got Into the food we brought. We had a lot of issues that caused us to want to leave. We were told if we left early that we could submit for a refund and after we did leave early they reused to submit the refund, or even allow us to talk to anyone.

  

  Business Response

  Date: 06/13/2024

  Apologize for the issues.  We refunded the last nights rent since they left 1 day early.  The amount is $364.46 and was refunded 6/13. 

  

  Business Response

  Date: 06/24/2024

  We in error processed this as a refund by check.   We reprocessed today as a refund to the guests mastercard.  it can take 3-7 days to refund based on the card holders merchant bank.  So we estimate they should receive the refund within a week.

  Customer Answer

  Date: 06/24/2024

  We still have not received our refund like they said they would

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed in Elk Springs cabin, Owls Cove, 5/14-5/21 paying a total of $3182.41. There was mud caked in the showers when we arrived, trash all over the ground outside, dirt/shavings all over the living room to the point that we could not use the living room, blood spots on our sheets, and what looks like pubic/chest hair on our towels and sheets. Under the stove where pans are stored had mice droppings and the dishes and counter tops were filthy and sticky. We had to clean and wash everything before cooking or eating.
  We called the office, several times, maintenance came out and admitted he had seen EVERYTHING we were complaining about prior to us checking in and stated it was clear they had not properly cleaned the cabin and even told us they'd been having issues with the people/cleaning company hired because they hadn't been doing their job and Elk Springs had been getting numerous complaints. We paid over 3k and had to clean the cabin ourselves sheets/towels/sweeping/dishes/counter tops/pans and had to go out and purchase lysol wipes and cleaning supplies. We have stayed with this company since they opened but will never give them our business again. When trying to voice our concerns/complaints to the office, we were met by an INCREDIBLY rude agent with a screaming child in the background. She had the audacity to say "OK WHAT IS IT YOU'RE WANTING?" WE SPEND ALMOST $3200 FOR A VACATION AND YOU WONDER WHY WE'RE UPSET? WE WERE OFFERED NOTHING.
  We have repeatedly asked for a phone call back SINCE MAY and never received one after we voiced our complaints. We had correspondence via email through AUGUST and nothing has been done.
  We were apologized to over email like that was suppose to fix the fact we paid almost 3200 for a VACATION, INCLUDING a CLEANING fee and had to deep clean our cabin ourselves and had parts of our cabin that were unusable because of debris falling from the ceiling daily and contaminating our kitchen and living room EVERY day.

  

  Business Response

  Date: 04/02/2024

  Very sorry about the issues Ms. *******.   Unfortunately we don't manage this cabin any longer and i can't pull up any reservations or reservation notes regarding this particular unit.   We normally provide 2 thiings:
  1. dispatched maintenance and housekeeping to handle issues reported during stays so that we can send cleaners or maintenance to solve problems immediately.

  2. an above industry standard remedy to issues we can't solve.

  So given the above we would have done 1 or 2 with you if necessary.  Often once we solve or address the issue #2 is not necessary.  So I do know what we attempted to do #1 and given the lack of information we chose not to do #2.  

  Again we apologize for the inconvenience and the photos you provided only show a small spill on a cabinet and some Styrofoam particles.  I do realize these are still issues, but they aren't showing an elaborate problem that you were articulating in your complaint.