Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  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 booked on 2/27/25. Our stay was scheduled for 5/4/25-5/8/25. Once we sent final payment, owner messaged us requesting that we take another cabin to do maintenance on the cabin that we booked. Day #2 5/05/25 we saw a cockroach on the island. Searching for more I saw one around the dryer, between the washer/dryer, and a dead cockroach which had been killed from someone previously on the bottom of a candle. We took photos of all of these, and notified the owners to which their response was all we can offer is for you to leave 11pm at night with a refund. We had a small child and nowhere to go and they expected us to leave in the middle of the night 4.5 hours from home. We asked if they could have pest control come out and check because we had no other option. The following morning pest control showed up(with owners), the owners entered the house without notifying us they would be there. They’re explaining that this cabin does not nor has it ever had a problem with pests but that the dryer vent had come off previously and that may be where roaches got in. This whole hour they were condescending, pest control had informed us that most likely it was outdoors roach and not German roaches which is what we don’t want to have. They had told us what we would want to hear ensuring we leave a good review while gaslighting us into believing them. Two more days passed, the night before checkout I was washing my hands in the kitchen sink and 1ft away from me was a GERMAN cockroach crawling along the counter. We had discovered a roach gel that is used in an infestation all over the kitchen as well as more dead cockroaches. This gel used to kill roaches could kill a young child and they shouldn’t be renting in the middle of roach remediation. Area not seen to the eye immediately was filthy there’s food crumbs all in the bottom and on both kitchen trash cans the laundry room smells like mold(the cabin owner returned day of checkout to fix a leak in the crawl space) Cabin total $936

  Business Response

  Date: 05/09/2025

  ******** and her group originally booked our 2 bedroom cabin at a promotional rate, this was a 4 person special we offer.  A few days prior to arrival we reached out to ******** offering to upgrade them to a larger cabin with additional amenities.  The offer was made because we needed to replace the thermostats at the cabin she had originally booked. ******** was thrilled to receive the upgrade.  
  On the second night at 11:30 pm, ******** reached out to us via the airbnb platform to tell us they had seen a roach in the kitchen and one downstairs.  We immediately responded concerned by this news since we have a monthly pest treatment: that we would contact the exterminator in the morning to have them come out as soon as possible.  
  ********** response back to us was concerning.  She was concerned with how much they had paid for the stay, and that they didn’t want to be in a position where they would bring home an infestation of roaches.  
  We felt that if they were so concerned about traveling back with roaches in their luggage,  they might prefer to check out and stay in a hotel nearby.  We offered them a full refund if they preferred to check out.  
  Approximately a half hour later, ******** responded they would stay because they wouldn’t receive their refund in good time to apply it to a hotel stay and could we please have the pest control guy  at the cabin first thing in the morning.  
  The next day we contacted our pest control company, who agreed to meet us at the cabin at 11:30am.  We reached out to ******** to inform her of this, and she agreed with the time (we have the text exchange for this conversation). We arrived at the scheduled time, knocked on the door and were greeted by one of the guest.  Pest control did a full inspection and found one dead roach under a candle and 2 beetles ( not roaches).  At the request of the guest,  the cabin was treated regardless.  In her complaint ******** mentions finding bait gel left by the exterminator on the back of the refrigerator and under sink. These gels were applied as a result of her request for treatment and she was present at the time it was applied.  The exterminator found no other signs of roaches at the cabin, and classified the dead roach as an outdoor wood roach, he was adamant there was no infestation, relaying this to the guest.   As an owners we had what we thought was a pleasant conversation with the guest, providing them with local attractions and information, the entire group spoke of how much they loved the cabin and wanted to come back.   We heard nothing more from ******** for 2 days until the night prior to check out when she sent us the below text on Airbnb. “we had a great stay.  Thank you for being understanding and helpful. I will share a few photos tomorrow”  ( please see uploaded picture of airbnb communication).   We bent over backwards to make this guest happy.  Unfortunately, this is an all too common scam people try to pull on Airbnb hosts.   What ******** was after was a free stay.  Otherwise she would not have stayed the entire week.  This is evident based on the fact that she could have checked out with a full refund.   Instead she opted to stay an additional three days and then tell us how great it was.  

  Customer Answer

  Date: 05/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  If you’ve been to pigeon forge and stayed in a cabin in your life you’d know that these are things you have to book months in advance so therefore checking out in the middle hours of the night with a baby would have taken nearly all of our funds as we waited for a week to receive a refund. We had notified the owners hoping to receive any other property they had not expecting money. But as you know it was a great cabin however a cabin with roaches is worthless. We were not informed of cabin treatment due to the fact that the owner said “you have NOTHING to worry about with this cabin” so why treat it? 
  

  We saw no reason to continue reaching out to owners as it was apparent they were not genuinely concerned with our stay. We were not expecting money or more than what we paid for however all we expected was a nice vacation. Never in my 10 years of cabin rentals have we experienced something like this. Attached is the photo of a cockroach that was under the refrigerator which they had inspected so it should not have been there in the first place. Not once have we expected anything for free however this experience warrants money returned. We saw actual crawling roaches in this cabin, not only dead ones. 
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 05/12/2025

  The matter will be brought up for review at our investor meeting on the 25th of May.