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:01/22/2024

  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 stayed on a property managed by this company in December 2023. I also want to state I've been staying on their properties for the last 8 years and I've spent a lot of my hard-earned money with them. On December 24th we departed our cabin and returned home. Upon returning home I realized I had left behind my Louis Vuitton suitcase. I immediately called and notified them and described the suitcase to them in detail and let them know exactly where I left it. They contacted me via text 2 days later and stated they had found the suitcase and would be in touch with me to arrange shipping it back to me. I reached out to them weekly via text and phone call because they never contacted me about returning the suitcase unless I contacted them. I called on January 11, 2024 to inquire about what the delay was in shipping it back and asked for a manager to return my call. My call was never returned and I received a text on 1/18/24 stating the only suitcase found was a large black one with no brand name on it. As I said before when I called initially, I described it in full detail, and they contacted me 2 days later stating they had found it. I believe they thought after time passed, I would forget it about it, and they would keep it because it's an expensive designer suitcase. I believe they never had any intention in returning it to me hence the constant back and forth. I have uploaded the messages below for review.

  

  Business Response

  Date: 01/22/2024

  Hi Ms. ******.  The only suitcase we found at the cabin was a large black suitcase.  I know we stated we found a suitcase, but apparently it wasn't what you were missing.  I don't believe this was taken internally as we have not had this issue before.  I really do apologize for the inconvenience and that we could not find it for you.

• Initial Complaint

  Date:11/06/2023

  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 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 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've stayed with this company since they opened but will never give them our business again. We tried voicing our concerns/complaints to the office. We were met with 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 OF OUR HARD EARNED MONEY FOR A VACATION AND YOU WONDER WHY WE'RE UPSET? After sending pictures, talking to maintenance who openly admitted it had not been cleaned, and calling the office numerous times we were offered nothing.
  We have repeatedly asked for a phone call back SINCE MAY, never received one. We've had correspondence via email through AUGUST and nothing has been done. This company allows guests to check into cabins with blood stains on bed sheets, mouse droppings on dishes, trash from prior guests, and dirt/insulation/bugs littering the floor and furniture of living space INCLUDING THE KITCHEN.
  Elk Springs has made it ABUNDANTLY CLEAR once they have your money they do not care about you.
  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, contaminating our kitchen and living room, leaving US to repeatedly clean up the mess the ENTIRE TIME WE STAYED.
  
  This cabin is not even apart of Elk Springs anymore which further leads us to believe it was unfit for RENTING OUT to begin with because it was NEW when we rented it.

  

  Business Response

  Date: 12/15/2023

  We apologize for the experience you had at this cabin.   Our maintenance log shows that maintenance and housekeeping were dispatched and remedied these issues during your stay.   We noted the biggest issue was apparently a pillow with stuffing that was spread and shown in your attached photos.  We did not see mud in the showers in photos.  We also has 4 star and 5 star reviews just prior to and after your check out, so we know the cabin was attended to.  Again, we apologize and are glad we could dispatch maintenance and housekeeping so quickly.

• Initial Complaint

  Date:09/18/2023

  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 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 public/chest hair on our towels and sheets, under the stove had mice droppings and the dishes were filthy so 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. We paid over 3k and had to clean the cabin ourselves sheets/towels/sweeping/dishes/counter tops/pans. We have stayed with this company since they opened. We will never stay with this company 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 rudely say ok what is it you are wanting? WE SPEND ALMOST 3200 OF OUR HARD EARNED MONEY FOR A VACATION AND YOU WONDER WHY WE'RE UPSET? We have repeatedly asked for a phone call back and never received one after we voiced our complaints. 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.

  Customer Answer

  Date: 09/24/2023

  Elk Springs no longer has Owls Cove listed as a rental option, further proving that cabin was unfit for guests to be staying in! 

  

  Business Response

  Date: 09/29/2023

  Hi ******, I reviewed the reservation notes and the only thing noted was that a cushion on the couch was pierced and there was some insulation like material in the living room.  And the guest that checked in immediately on your departure gave us all 5's in our review.   Cleanliness, responsiveness, overall property condition and overall quality of the stay.   I'd like to get to some sort of resolution but nothing we have gives us any detail consistent with what you are referring too.  I'm not saying you're wrong, I just can't figure out what really was the situation - and we take excellent notes.

• Initial Complaint

  Date:08/31/2023

  Type:Billing 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.

  Me and my boyfriend was staying at a cabin for his birthday at elk springs resorts. We feel we were falsely accused because yes my boyfriend does smoke, but not once did he smoke inside the cabin! We knew it would be a fee is smoking in cabin so common sense was very common. They said there were ashes on the side of the bed when for a fact he never even came back inside with anything. They even had a smoke disposal for him outside. Yes, I get there was a strong lingering smell probably from his clothes but to say it was ashes on the floor is beyond crazy to me. So I’m deciding to file a complaint. We done made sure everything was clean and less work that was needed to be done before leaving ourselves. 8/31/23 is when they took an additional $150 because of what the house keeper reported. We also were staying at the spur of the moment cabin. Cause I could get to blasting about how dirty the pillowcases were and how we had to rewash everything ourselves or how the shower had a smell in it.

  

  Business Response

  Date: 10/11/2023

  Guest smoked in the cabin.  It doesn't matter if it was for a small of amount of time or large amount of time.  Future guests expect a smoke free cabin and we have to fumigate it.  So we did and applied the upgrade fee.

   

  Thank you

  Customer Answer

  Date: 10/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Guest did not smoke in the cabin. They assumed we did because of a lingering smell. Cleaning lady did not find anything at all, but maybe an eyelash. Once again they went off what someone said and did not in fact see it for themselves. And if so where is the proof. Exactly none is able to be given. Now , Thank you. 
  
  
  
  Sincerely,
  
  
  
  ****** 

  

  Business Response

  Date: 10/17/2023

  ******, thank you for your response.  We have updated our records.  

• Initial Complaint

  Date:08/30/2023

  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 stayed at a log cabin hosted by Elk Springs from the 12th-14th of August. The total for this stay was $457.77. In the process of making my reservation on the phone with the sales representative, I had but only one SINGLE request. Please ensure that the grill is cleaned and inspected for operation. The salesman duly noted it and said he would input this into the system so housekeeping could see it. He also said that I could put the request in myself through the additional comments section when reserving. Therefore I ALSO put the request in from my side. Upon arrival, we came to find that the grill had not been touched yet alone inspected. Our ONE SINGLE request had gone completely ignored. paying nearly half a grand to have my one request ignored is outrageous. But I understand things may happen so I called customer service and they said that maintenance would arrive at the cabin to clean and inspect the grill within the next 2 hours. This delayed our plans of using the grill to 10 p.m. Once the maintenance crew notified us of the grill being cleaned and operable, we arrived back to the cabin to see a decently clean grill with one issue; operability. Half of the grill would not light up and in the rare instance that it did, it would not stay lit. We called Customer service yet again and all they did was leave a lighter at the cabin. Our plans of grilling had then been pushed back to 11:30 PM. Essentially wasting our entire evening and thrashing our plans. Then on the 2nd night, we noticed the pillows had large orange stains sitting on them. At this point, we were too tired to call Customer Service and complain as we needed to be up early in the morning. We slept without pillows. We paid $457.77 for dirty pillows and an utter lack of respect for a single request. After dealing with customer service for over 2 weeks, they decided upon a refund of $28.19. I gave them 5 business days to provide a more serious refund and I have not received any reply.

  

  Business Response

  Date: 10/11/2023

  Thank you for the info.   The pictures you provided are a slightly dirty warming rack on a grill which could have been cleaned with a swipe of a grill brush we provided to you.   It's discernable as to whether they were actually dirty or not.   The main grill grates in the picture you provided are spotless.   You did also provide a picture of a drip pan, which as expected contained drippings.   But that is not cleaned until it is slightly fuller than it was for you.   But a drip pan that is almost full is not indicative of a dirty grill.  You also stated the pillows were yellow.  The pillows were slightly discolored, but were covered by perfectly clean pillowcases which is the reason we provided pillow cases.   These are just not valid reasons to demand a refund and we will not be providing them.  We are very very reasonable, your issues were not.

  Customer Answer

  Date: 10/12/2023

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

  you failed to acknowledge the fact that our entire first night was ruined due to incompetence preparation for our arrival due to the non functional grill (which again, was my only request) which again, was completely ignored, and this is proven through the fact that the grill was not functioning when we arrived  this proves that housekeeping completely ignored our request to check the grill. And the grill was not clean on arrival, i showed both prior and after pictures of the grill and it was cleaned AFTER we requested AGAIN upon arrival. As for the drip tray, it was nearly overflowing  I understand a drip tray will inevitably have collectings because that is the purpose of the tray. But an overflowing drip tray being ignored prior to a multiple night stay where the guest SPECIFICALLY SAID that they’d be using the grill for all cooking needs is incompetent and laziness and above all, unprofessional. Finally, the pillows are old, and dirty. You admit to having stains and discoloration on these pillows and admit to just covering it up with a pillow case? It makes me wonder what dirty stains were under my bed sheets. How can you openly admit to cutting corners left and right yet not take responsibility? For the price you charge, the service does not reflect properly.

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

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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 few days stay & found out a week later that we couldn’t make the trip, so canceled the trip & was supposed to get a refund & almost 4 months later haven’t received nothing.

  

  Business Response

  Date: 09/10/2023

  Hi Sheila, we apologize but we are unable to comment on your issue given we can't find a reservation in our reservation system under your name.

• Initial Complaint

  Date:07/20/2023

  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.

  I had booked a cabin at Elks spring resort the address was Servile TN 37862. I called Elk spring and let them know the cabin was not cleaned, as me being a very clean person. I started checking the beds and they was pee, urine and blood stains and body fluids on our sheets and on the mattress. We had asked for a new cabin because not only was the beds nasty but the floors has not been cleaned and nothing had been dusted at all. I immediately called and asked for a new cabin and the would not give me one. Not only that the ceiling was leaking water in our guest bedroom so I knew they had to be mold if no one was taking care of this cabin then if they wont clean the sheets or the cabin they surely was not checking for mold and I am highly contagious to black mold and I could smell sour smell in the room, They declined me a another cabin and so I told them I was not staying and I would be finding a new place to stay, that I want my money back. They told me to contact the manager I did and they did nothing for me, I had a 2 month old baby with me and we it was very hard for us to sleep is such a unhealthy place. The next morning we then left the cabin and found another place for my whole family to stay for our vacation that they was trying to ruin, I asked for a refund for our stay which was 1,349.98. They charged me for the whole entire stay which we only stayed their 1 night, I feel if you are going to run a resort it should be up to health standards and cleanliness as well. Thankfully we was able to find a new place and it was really nice and Clean and they could learn something from air b and b owners. I have pictures that I can attach that has all the proof I need for my claim should I have to take this to small claims court I just hope y'all do the right thing.I know y'all would not wanna stay someone were this would be a health concern.

  

  Business Response

  Date: 07/24/2023

  This complaint is from February and guest stated they are engaging legal counsel. Given guest noted they are engaging legal counsel we are not going to comment further except to say we dispute the claims and made best efforts to remedy regardless.  We will not be responding further to this complaint.

  Customer Answer

  Date: 07/24/2023

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

  I told them if I needed to seek council I would because they scammed me out of 1400.00 when we stayed one night. I am not the only compliant from this company and they should be shut down by the health department. The picture speaks for itself. I also have the email that’s they contacted me by. I will be posting all of this for everyone to see how horrible of a place it is. It’s unsanitary and no one should be staying in elk resorts at all. 

  

  Business Response

  Date: 07/26/2023

  We have quality control and on site cleaners and maintenance available.  We were able to bring you fresh linens and we do apologize for the issue.  We dispute the severity and the breadth of the claims and we're sorry we can't agree on this.  

• Initial Complaint

  Date:02/28/2023

  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 had a reservation to stay at a cabin advertised as "The Swiminn Place" for 2/15 to 2/17 with some friends of mine, I paid $965.53 for the stay. We had all traveled 4 or more hours to get to the cabin. We arrived the afternoon of 2/15.
  Upon arrival first thing we try to do is make sure items are functioning, we immediately noticed half the arcades were not working, some TVs did not work, but the big one was the main attraction of the cabin, the oversize hot tub or "swim spa" that is covered by a roof but exposed to outside ambient temperature was not functioning. I cleaned it , skimmed it, checked it, it was left set at 79 degrees and was not heating up. I called maintenance, he came over around 10 at night or so I believe, he did a few things to it, with the filter etc, He stated that this particular spa is capable of heating above 83 like a normal hot tub. This statement must be true since the tub would dial to that, all the way up to 104. Problem was it wasnt heating up and was left at the lower temp of 79 degrees for our arrival. I didn't even bother with the other items, I am thinking if we can just get this working we can make it work. There was a miscommunication going on in the office, cause one person told me the spa only went up to 83, this makes no sense that anyone would get in a hot tub in the winter set at 79 degrees, so I quickly evaluated this was not true, it turns up to 104, maintenance guy said it can, other person was confused with indoor sealed/ contained pools not exposed to outside ambient temperature. Maintenance guy leaves does all he can, spa starts to heat up, problem about 1 degree every two to three hours. We were only staying two nights, spa was unusable till morning we were leaving. All of this was due to negligence on their part. I am a simple guy, few of the arcades didn't work, some TVs didn't oh well, but this was false advertising and deceptive, no one called to apologize and I got an email with one sentence denying credit,

  

  Business Response

  Date: 03/01/2023

  Hi *****, apologize for this.  We would have preferred to handle prior to getting to the BBB, but unfortunately we didn't and that's our fault.  We've gone ahead and issued your requested refund you submitted to our team after your check out.  Apologize for the issues and delay.  You are a repeat visitor, we're hoping our mishandling of this doesn't send your business elsewhere and that our remedy is fair.  All the items referenced at the cabin have been resolved.  

  Customer Answer

  Date: 03/06/2023

  
  
  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:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may Concern. We rented a filthy cabin ******* ** **** **** **** ***** Sevierville TN owned by ****** *** *** *****. The Property is managed by Elk Springs Resort. The locks were nonfunctioning, the cabin was absolutely uninhabitable. The sheets were dirty with hair and bug droppings in all 4 beds. The roaches were coming out from everywhere. We trapped them with dishes. The bathroom and kitchen were not cleaned, and buildup of residue and hair on the counters and toilet seats. The floors were absolutely filthy. The furnace closet was a fire hazard. I called and reported it immediately and was told there was nothing that could be done. They could send maintenance at the end of the next day. I was then notified that roaches are native to the area and there was nothing that could be done. They would bomb again for the beg bugs. I spoke to ***. The next day ****** called and let us know they would have it managed and we had to stay there. We decline due to unsanitary conditions. I called the health department and was told it's privately managed and they couldn't help. The pictures advertised are deceiving. It was never advertised that you were expected visitors to the Beg Bugs and Roches that reside in the home or that the pool is the size of a hot tub. That's just for starters. The management company is profiting off customers that are traveling 11 or more hours away and then bullying them to stay in unhealthy cabins. They are advertising with photoshopped images that are misleading of properties. I would like this considered an official complaint and would like the results in the investigation.
  
  
  Warmly,
  
  ****** ******
  
  ************

  

  Business Response

  Date: 02/01/2023

  There were no bedbugs at this cabin.  We had this cabin professionally inspected by a bed bug remediation company and no bed bugs were found or subsequently reported after this stay.   Given this, we're not going to entertain a response if the guest is going to be using such strong accusations which are entirely false.   

  BBB - please remove this complaint as a policy violation given the incorrect information above and that they specifically named staff members and an actual owner of the property, all of whom should be protected under good faith and fair policy.

  Thank you.

  Customer Answer

  Date: 02/07/2023

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

  I did not pay aprox $2,600.00 to assist in the remedie of Bed Bugs and or cabin maintinace. Where was this disclosed to us that we would have to take time out of our vacation to do so?  Why was another cabin not offered to guest that planned a vaction for over a year and drove 11 hours!  This is a resort to be maintained prior to guest arrival.  Say what you want the Resort is in the wrong on this matter.  They were extreamly rude and should have accomidated guest with a clean cabin that had locking doors and free of all beg bugs and roaches.  It should not have had hair in the beds, dirty bathrooms, food under the dinning table, dirty applianaces.  We used dishes to trap roches!  It should not have a furnace fire hazzard.  Bed bugs are not the ONLY ISSUE here.  This place was not inhabitable in more ways than one. For god sakes you send bear warnings out and our doors didnt lock.  Not to mention we could not lock the doors to prevent intruders!  The fact that this establishment is fighting tooth and nail to convice the BBB and us as guest that this is acceptable is outraguouse.  If the staff felt compeletd to treat another human is such manner they surly should not be humiliated that their name was disparged!  Elk Springs Resort does not know word one of professionalisim.  From what we expericance they pride themselves on BULLYING TACTICS!!  Practice what you preach Elk Springs in regaurds to BBB terms of service.  Heat goes to the company and your staff when they made it a personal verbal attack witness by 2 adults and 3 children as she was on speaker phone!   Your not sorry we are unhappy with the result.  Had that been the case you would have made it right then and there.  Instead we had to alter a family vacation and find new accomidations.  Again a full refund is requested. 
  

  
  
  

  

  Business Response

  Date: 02/07/2023

  We are sorry you felt that you were treated this way while stayinig in our cabins.   We have a different interpretation of the quality of what was provided.  We have also provided an above industry standard solution and request that BBB close this case.  Thank you.

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a cabin from 12/9/22-12/11/22. There were multiple issues throughout our stay. This cabin was filthy and nasty. Some of our concerns were addressed and I was refunded my cleaning fee. However, due to all the issues and the overall nastinesss of the cabin I feel the an additional refund is needed. Upon arrival one of the beds did not have sheets, no blinds in one room, sinks and bathtubs, toilets were used and filthy, window in one room was open, the door lock was hard to use, floors were sticky, there were cupcakes in one bed and icing all over that bed, trash and hand prints on the ping pong table, ripped chair in theater room. Dirty sheets in two other beds. We questioned the temp of hot tub first night, brought it up to management, second night temp never got above 75 degrees, did not contact management as it was after midnight. Spend the majority of the first night of our vacation in contact with management trying to get bed made and blinds up. Management did offer for cabin to be cleaned. Cabin should have been cleaned prior to my arrival!!! This is supposedly a resort that is featured on travel channel and travel sites??? 5stars, I don't think so. Filthy and not cleaned to Covid 19 protocols. We cleaned what we used and spend time away from the filthy place. I think a refund is in order!

  

  Business Response

  Date: 01/09/2023

  Very sorry that the cabin was not cleaned to the level it should have. We did have housekeepers return and remedy the issue shortly after you reported the issues (same day as check in), and they did what was requested. Given this, industry standard allows us to remedy the issue. We also refunded the cleaning fee for compensation. Thank you

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Although I did receive the refund for the cleaning fee, I feel that was not sufficient. This cabin is/ was marketed as having five star amenities. Any 5 star property I have every been in has not been this nasty. The only thing that housekeeping addressed was making the bed that was left unmade and putting up the blinds. The bathrooms were STILL left untouched, the floors were left dirty. The cupcakes and trash was found after the initial contact was made. Therefore, after housekeeping had returned, more issue were found. I sent pictures and an offer was made for housekeeping to return, BUT I did not want housekeeping there in the middle of the night! AND it should have been cleaned upon my arrival! The cabin was so nasty, over half of my party ended up leaving after the first night due to not wanting to stay in the nastiness. I feel that I am due at least half of my money back for this trip. The issue with the temperature on the hot tub was never addressed. This is one of the man amenities that we wanted to utilize during the stay and could not. We used it the first night and questioned the temp, let management know. the second night the temp would not go past 70degrees. Management was informed prior to checkout due to it being the middle of the night when we discovered the continuing issue. This entire stay was horrible. Definately will not be booking with this company in the future!