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:09/20/2022

  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.

  I booked a cabin through this company with the promise of "an additional 10% off on top of any specials". I had a seasonal special that was applied and they refused to give the additional 10%. I got to the cabin and saw the ad that said "in addition to any special". I emailed the company about this and they told me that it is listed on the website that the 10% cannot be combined. They said their ad in the cabin is out of date by two years. (This is in all of their cabins). I looked on their website and it does not say that the 10% can't be combined. I'd like the 10% refunded to the original purchase method.
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/23) */
  sorry for the confusion as this is an old policy - apologize we have not updated the documentation in the cabin.
  
  
  Consumer Response /* (3000, 7, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Even if this is an old policy, a policy that is advertised should be honored. It is false advertising for a policy that is posted to not be honored. I have been booking with this company for years and have spent thousands at your location, it's a shame that I'll have to find another company due to this company refusing to honor a policy that is posted on their website and their cabins. All over less than $100.

• Initial Complaint

  Date:09/12/2022

  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.

  Booked A Glimpse of Heaven, 2 king bedroom, 2 jacuzzi cabin. Upon check-in there was only 1 jacuzzi tub. The cabin was filthy, worn through carpet that looked as though it hadn't been cleaned in quite a while. There were cobwebs everywhere, inside and out. A look at the neighbors and they had no visible cobwebs. Our cabin had over 35 cobwebs and some as big as 2 1/2 ft. They were on the stairs, windows, decks. The deck door would not open, it was stuck and took my husband to open it. This happened 4x we tried to open it, because the hot tub located there was not working. Called the office and told them I was disappointed with accommodations, could we be moved. Was told they couldn't move us because nothing was available. A quick check of the website and there were several available, 3 of them close.
  In addition to all the above the hot tub wasn't working. Was told they'd send maintenance and see what he says. After waiting 6 hours for maintenance was told hot tub was broken and vendor would have to fix it. Called office again to say the reason we stay there is to enjoy mornings and evenings in the hot tub, could we be moved. I was told the vendor was coming out and would be there the next day. Got a text they were to arrive prior to 1pm. No vendor. Every day I called and said I wanted to be moved, the office is looking into it. This went on for 4 days with no call from the office, no vendor, no hot tub, 1 jacuzzi tub (we had another couple with us), no batteries in tv remote, no refrigerator light, cobwebs and just filthy.
  After arriving home I got an email that they gave me little more than 10% discount for misrepresenting the number of jacuzzi's on their webpage. I'm a repeat customer and have never had such poor service.
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Hi, thank you for the detail and we do apologize. 10% is consistent with industry standard. I've authorized an additional 10% which is fair. Please let us know if you accept this and we will close out this BBB case and issue you the refund. thank you.
  
  Consumer Response /* (3000, 12, 2022/11/02) */
  Not happy. The additional 10% was never given nor am I happy with the level of customer service we received.
  
  
  Consumer Response /* (3000, 21, 2022/11/26) */
  This case is not closed. I did not receive the additional money from Elk Springs. Very unhappy with sales support. They lost a report customer of 10 years.
  
  
  Business Response /* (4000, 23, 2022/11/29) */
  we were awaiting for confirmation on the additional 10%. Is this something you accept? If so, we are happy to refund and close the issue.
  
  
  Consumer Response /* (2000, 30, 2022/12/17) */
  I do not receive notices. This additional 10% is fine if paid within next 5 days.

• Initial Complaint

  Date:09/12/2022

  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.

  Our family booked the Poolin Around. After a long search, we booked it for what it had to offer my young kids: games, mini golf, indoor swim spa, and their own little space. This place looks great on the surface. Our 1st night here, the kids were excited to try out the games, swim in the pool, and play around with the mini golf. All fun and great. 2nd night in, we walk down to find mostly dead millipedes all over the floor. Not a few, but like 100 plus. We contacted the number, let them know, and "swept" them into a pile. Next day, there are about 100 more, some crawling around. Contacted them again, and they sent someone to spray. Next morning even more! Still some alive! Contacted them again and they had pest control come out and spray inside/outside. At this point, they're all over the floor inside the game/bedroom area and into the pool area and all over the bottom of the pool. The spraying seemed to lessen them, there were only a handful found day after. Well, this morning I went down and more dead ones and some crawling around. A few "critters" fine, but this was an infestation that did not resolve! The second big issue is we have woken up with bug bites. At 1st, I brushed it off as mosquitos. But the bites have increased and they itch extremely bad, to the point of bruising. As much as I did not want to, I looked on the bed. There were little dark flecks and brownish specks. There has to be some sort of bug-if not bed, then mites or something! I did look around the side of the frame and found dust and crumbs and hair. It's disgusting. I also looked around cabin and found moldly door and pool lounger and filthy vents. This place was awful, and we never played games or swam again. They were actually scared. Overall this was a horrible experience full of frustrations and tears. It was one thing after another, and ruined a huge part of our vacation. I've gotten the run around from them about all this and don't appreciate the rudeness and lack of empathy.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/14) */
  We don't have a record of a reservation under this name. This is a cabin we manage and as many people know in our area that Millipedes do unpredictably migrate and it can cause issues. We, however, can't comment in anymore detail because we don't have a reservation under this guests name.
  
  
  Consumer Response /* (3000, 12, 2022/09/29) */
  The reservation name was under Michal Reed. Some millipedes we can understand but there were hundreds. Not to mention the other issues listed along with pictures.
  
  
  Business Response /* (4000, 14, 2022/10/03) */
  Given we now have more info regarding the reservation name, we checked the notes and made a fair offer to the guest - above industry standard. Guest did not respond to our offer and went directly to BBB. We will stick with our initial offer and wait for guests approval. They should respond to us directly.
  
  
  Consumer Response /* (4200, 16, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There were several text messages exchanged. I was presented with a $268 refund for the "nuisance," and told it would be applied to the account we used. Two times there was spraying done and it did not remedy the problem. Like we said before, this wasn't a few critters. This was a serious issue that was not responding to being treated. This was also before we encountered issues with multiple bites overnight (over course of few days) and evidence of some kind of bug excrement on sheets. And in looking at this issue, we then discovered the lack of cleanliness- dirty, hair filled bed frames, set in mold on door and cushions. It was a combination of all things that I continued to seek repatriation for. Most of our messages were ignored or brushed off. Only a couple responses appearing that the issue was just pushed off to someone else and it wasn't going to be attended to. Hence why we went to the BBB. Because of being ignored. I spoke to an employee and she said it would then have to be handled through them. However, my original complaint actually didn't go through and I contacted elk springs again after this, giving ample time to handle it before we resubmitted it. Again, ignored. I even stated that we could handle this amongst ourselves before I did the formal complaint, and also offered to delete any negative reviews or comments. Ignored. The woman I did speak to at one time said this week should have never been the way it was for myself and my family. And frankly it shouldn't of been. We paid for a whole cabin and only used half of it, and the things we never used, are why we booked it. And then the half we did use was not in the top notch condition that one would expect. As such with repeated bites. This cabin in all regards ruined our family vacation and it was very disheartening and frustrating that it was never given full attention or resolve. It was just a sorry about your luck, here's a couple hundred bucks (which we never saw), not our problem and we're gonna choose to continuously ignore your concerns and messages.

• Initial Complaint

  Date:08/16/2022

  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.

  Swimming in Paradise Cabin located at Sevierville TN 37876 rented 8/7/22-8/10/22 check in time 3:00pm and paid $2155.93. This trip was for my daughter's 18 bday and 8 family members staying at cabin. On my way from Indiana I called Elk Springs, was told I would get code to cabin when cleaning service finished. At 2:30pm my daughter arrived at cabin and told me workers were at cabin. I was then told rudely by Elk Springs that if I check my contract 3:00pm is a target time and my new check in was 4:15-4:30pm. I arrived at 4:00pm and was told by Elk Springs it was a privilege for them to let only me in the cabin to put my food in the refrigerator. I could see the cabin was a mess and no way finished by 4:30 check-in. I took several pictures around kitchen area. Wasn't able to check in until 6pm. Instead of using food we brought for dinner and use of a bathroom, we had to go to restaurant at an added expense of $138.50 . Upon check-in I was advised by cleaning person the hot tub was not working, swimming pool shocked no use 12-24 hrs. I observed the Cabin was filthy, AC not working properly 82 degrees, semen stains on master bed, mold in coffee pot, marijuana pipe, grill filthy, feces on bottom of toilet seat, floor not swept or vacuumed, dust and fingerprints on almost every surface, all decks filthy, master bath jets filthy, iron on floor, queen bed crumbs on sheets, all beds made very sloppy, dishwasher broken, wash machine dirty and leaking water to lower level pool area, cobwebs inside/out, outside chairs filthy, front/ back door windows filthy, hot tub filter missing, Had to purchase cleaning supplies $35.86 as cleaning service wasn't coming til next day. Was told they don't drop off cleaning supplies. We cleaned cabin and straightened out kitchen until 2am. Had maintenance/ cleaning service at cabin every day disrupting our stay. Left phone message and text for management to call. Never contacted. Cabin left cleaner than our arrival.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/18) */
  We agree that we do need to remedy this. We apologize that you had to file a BBB issue to handle this - after our initial communication the solution we had in place for you as not properly handled, but our office will be in touch with you within 24 hours to come up with a reasonable solution. thank you
  
  
  Consumer Response /* (2000, 7, 2022/08/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Elks Springs stated they are going to reimburse me for 1 of the daysThis is acceptable as long as it is done in a timely manner. Thank you BBB for your assistance in this manner

• Initial Complaint

  Date:08/02/2022

  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 rented a cabin with this resort. When i rented it i did so because of the view they were selling. When i got there i found two large trees in front of the balcony obstructing the view. They advertised the view with no obstructions. To get there and find the obstruction, i was very upset. I contacted the office and they apologized and said someone would be by to clear it, this never happened. I called the company and attempted to get a resolution, and was told that my complaint was not valid and they would do nothing. I called and emailed this company in attempts to get them to make it right and they refused. I feel like i was lured me here with a fraudulent misrepresentation through their advertisement. You can see in the add pictures that there are no trees in the way. The following statement is downloaded directly from their web site and Cleary sates that it is an unobstructed view and it is Cleary not.
  Advertisement:
  The perfect couples getaway cabin with fantastic views and a great location. Located just 15 minutes from downtown Gatlinburg, 10 Minutes to Pigeon Forge and 8 Minutes to Dollywood you will enjoy the convenience, views and luxury! The right ingredients for the perfect Smoky Mountain vacation.
  
  Living, Dinning, Kitchen, Gaming, and Sleeping areas enjoy expansive, unobstructed views of the Smoky Mountains and Mt LeConte. The cabin was built to showcase these views while providing top notch conveniences and comfort. Legacy Mountain Resort also has it own zip line vendor on site!
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Sorry you were not satisfied with the view. The view itself has not changed, but there is a tree that is partially obstructing the view. We have requested that the property HOA address this. Since there is still a fantastic view and all amenities were in order industry standard does not dictate a refund. The cabin was clean, safe and in perfect condition and did offer a fantastic view of the mountains.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The add clearly states that this has unobstructed view, but it is obstructed by not just one tree but two. This is false advertising. The view of the trees was not pleasing, i paid for unobstructed view and i did not get that. This warrants a refund! I attached photos with the initial compliant that shows the obstruction. It is an obvious and clear misrepresentation that entraps consumers with a false advertisement. If I had known, it was obstructed i would not have rented it. The company's response shows that there is a problem, and they passed the buck for the HOA to deal with. FALSE ADVERTISMENT!! Furthermore i received no response from the BBB regarding the company's response. If i hadn't opened the complaint i would have not known that my response was needed. I do not accept the company's response.
  
  
  Business Response /* (4000, 10, 2022/08/15) */
  Since there is still a fantastic view and all amenities were in order industry standard does not dictate a refund. The cabin was clean, safe and in perfect condition and did offer a fantastic view of the mountains.

• Initial Complaint

  Date:07/22/2022

  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.

  Hello - I have requested a refund from Elk Springs for the following reasoning:
  The property was not well-maintained, it had a huge boarded up window, the cabin looked dilapidated and run down - definitely not the 5-Star Vacation Home I paid top dollar for. The TVs didn't work, and the Wi-Fi barely worked - I spent many of my vacation hours troubleshooting problems with this cabin. The air condition unit leaked out of the secure closet all over the floor. The cabin was filthy! dust, clothes in the drawers, and cobb-webs everywhere!! The entire cabin smelled horrible! Trash all around the outside of the cabin.
  

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 9, 2022/08/15) */
  We received a list of items to remedy from the guest and we immediately sent cleaners and maintenance to remedy these items. We were able to solve all items except for the window (which is back ordered due to massive construction material delays for windows and glass). We are happy we could solve these so quickly and sorry for the brief inconvenience.

• Initial Complaint

  Date:07/20/2022

  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.

  My family and I recently stayed in The Cherokee Pool Lodge Cabin.Our dates of stay were 7/14 - 7/18/22.
  I paid almost $3500 for a 4 night stay in what was described as a 5 star luxury cabin. I emailed 3 weeks in advance and requested that the cabin be cleaned and inspected well. I was assured this would be done.
  The upper level of the cabin had a very strong dog urine odor and the carpet was very nasty and hard when you walked on it in certain areas. One reason I chose this cabin is because it was not pet friendly. We had to suffer with this smell our entire stay. We were informed by a maintenance man that a couple had stayed there with several large dogs and they had pottied all over the carpet. He said the carpet had to be contracted to be cleaned so it had not been cleaned yet. The ac also wasnt functioning properly on the upper level .
  There were 12 light bulbs that were burned out. The bathroom light above the vanity and the light above the washer & dryer both had shorts because the lights constantly flickered on and off. We didnt use those for fear of a fire. The hot tub and pool were dirty. The "heated" pool was cold. Even after the 2nd visit by the maintenance man the hot tub was still dirty and foamy. The pool deck and hot tub areas were filthy.
  Cobwebs covered inside and outside the cabin. There was barely a view from the windows because they were filthy and covered in cobwebs. A lamp was broken and left, a box of some sort was hanging off the wall. Maintenance did secure the box but did nothing with the lamp. Tubs and jacuzzis had to be cleaned before we could use them. Dishes had to be rewashed before they could be used. Belongings from previous guests were left behind including a razor, undergarments, and lots of trash. Hardwood flooring was dirty. Floor tiles were loose and broken in some places. Sofa bed was broke down and the mattress had large blood stains. Balcony floors were weak and unsafe. The main level balcony had a hole in the floor. DUST
  

  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/21) */
  According to our detailed notes with our customer service team, guest sent a long email of maint and cleaning issues at check. Per our customer service manager we went above and beyond for the guest, before she arrived as well as when she checked in. We provided an above industry solution for this guest. We would request this guest not stay with us again and we will not respond to a rebuttal from the guest. Please close this case.
  
  
  Consumer Response /* (3000, 7, 2022/07/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I request that my case not be closed. Elk Springs Resort did not go above and beyond as they say. If they did I would not have had the complaints that I did. Going above and beyond would not be spraying deodorizer on carpet when it should have been shampooed or renting a filthy cabin to a guest who paid almost $3500 for 4 nights. A reputable business would accept the fact that they screwed up. I have pictures to prove how the cabin looked. I've seen the responses they post to every complaint so I did expect this response from them. I am local and work hospitality management so word of mouth goes a long way. The local health department will also be interested in knowing how the hot tub and pools are not being cleaned properly. It's a shame that we have businesses like this in our area that rip people off.

• Initial Complaint

  Date:07/20/2022

  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 the elk horn lodge on June 12-18 2022. We had to wait almost an hour to get the door code. There was no A/C only to find out the unit was broken the dishwasher was filthy. We was moved to the pinnacle Vista where we lost a day of our vacation moving to this new cabin which was not properly cleaned we had to clean ourselves. I would like to be reimbursed for the one day and cleaning fee
  

  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/21) */
  Very sorry for this inconvenience and glad we could move you to a larger, nicer cabin with a nice view and theater room. We addressed this issue with an above industry average solution and we made an exception allowing the guest to bring an unauthorized pet into our cabins with no pet fee.
  Given these two items we would request this case be closed, thank you
  
  
  Consumer Response /* (3000, 7, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We had no pets with us so please do not lie on us. I have proof that we did not bring in pets. Now I am requesting a refund of my one day and cleaning fee. If not I can assure you that I will take this to higher-ups