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:04/10/2023

  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.

  This company does not communicate effectively w/ guest in an event of an emergency. They have cabins in non service areas and are suppose to have land line phones to be able to use in the event of an emergency, but failed to have any at the cabin we were to stay in. We did check in to the cabin around 6 left shortly after to go get groceries for our 1 night stay. Returned to no power, no running water and no way to prepare our meal or use amenities in which we were paying for. Some how I managed to have enough signal to make a phone call out and no one answered I waited a few mins no return call, I called back no answer I left another voice-mail in which I informed them we were checking out and I felt it only fair we get a refund. Upon leaving the guest in the neighboring cabin stopped to ask if we could find a landline phone they couldn't even get a phone signal and we said no we couldn't find a phone either. That's a safety issue in and of its self, but the real matter is I get a txt there's a power outage in the area okay fine but we paid for something we aren't getting to use and no one will contact us via phone they claim there phone lines were done yet they were able to txt and receive voice-mail. I called the reservation line and was told I'd have to reach out by email for my complaint and was simply told sorry there was a brief power outage during your stay staff txt you to let you know. No offer of a partial refund or anything. Its very poor business practice and very unfortunate that they treat guest in this manner and leave them no way to contact anyone in person when an issue arises. Id like a resolution and to no longer be ignored by this company. I took a last min opening I didn't hold a reservation for weeks preventing another guest from being able to stay amd it was clear we didn't stay was only in the cabin a total of 15-20 mins and to charge a guest the full 400.00 is absurd. Id like a refund or at least a resolution in writing from the company.

  

  Business Response

  Date: 04/24/2023

  I’m so sorry that your evening involved a short 45 minute power interruption due to the 50-80 mph wind storm.
  

  Our staff found you all arrived on 4-1-2023 at 6:03 pm.  
  
  They reported receiving two voicemails from you reporting the power interruption.  Your two voicemails were on 4-1-2023 at 8:58 pm and 9:03 pm.
  
  I see that on 4-1-2023 at 9:08 pm you were provided text message update about the power interruption just 10 minutes after your first voicemail that said: 
  
  'Good evening. We received your voicemail. There is a power outage that has already been
  reported. Crews are already working to resolve the issue.'

  Customer Answer

  Date: 04/25/2023

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

  There was no estimated time given as to when power would be restored. We did check in shortly after 6 and left to go to the grocery store to get food to eat which took over 2hrs  due to traffic and the amount of customers in the store. We had 100 dollars in fish and veggies to cook as well as eggs and other breakfast items for the following morning and we hadn't been able to eat all day. We did not want to travel all the way back into town to try to find somewhere to eat after spending that on groceries. We were only staying one night and we were paying that rate for AMENITIES THAT WE DIDN'T USE. You have refused to refund any part of the money we paid and we took a last min availability you had we didn't reserve and take up from what another guest could have chosen. We didn't leave the area for another 45 mins after leaving and the power was still out. Yes I received a text that crews were in the area and working to restore the power,but I also stated in the voice-mail we were checking out and we would like a refund.  We know what kind of wind storm it was the other place we had made reservations for weeks in advance lost their power and upon arrival informed us of the power outage and gave us a refunded as they didn't know for how long they would be out and it was over 2 hrs thats why we came to T N and tried to make the best of the rest of our day and night and then we get treated like this by Honeymoon Hills. Had we been staying for more than one night I'd been happy to wait out the power outage but with no way to go to the bathroom, no way to cook our dinner that we had already spent money to cook at the cabin and no way to use the hot tub and no way to shower it was pointless for us to stay when we knew we had to leave by 9Am to get home and get our children. If this had been u staying for one night would you have stayed and paid for something you weren't going to be able to use I could have paid for a hotel room if I just wanted a bed to sleep in for the night. However it's becoming clear that the only way you communicate with guest is digitally and that the bottom thing your company cares about is $ and not the guest and services you should be providing. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/05/2023

  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 reserved a cabin from Feb 24 through Feb 26 (3 nights). Upon entering the cabin, I found mold on the walls and ceiling in the bathroom. We also noticed a dehumidifier running which indicates an ongoing issue. I have asthma and could not stay. Per the owner's instructions, I sent a text message to the after hours number at 9pm. I decided to book a separate hotel room for the night. On the 25th, I still received no contact. I called the number and spoke to someone who indicated they might try to move us to another cabin. However, I did not hear from them again until an email at 10:40am. By that time, not knowing what was going to happen, I extended by hotel stay and informed via email that I did not want another cabin and requested a refund. I've since had to call and email several times only to get a refusal of refund on Mar 4. I received no phone calls, and no effort to understand my situation or come to an agreeable resolution. They point to their fine print about prior notification of health conditions. I believe it's reasonable to not have to worry about mold in an rental facility.

  

  Business Response

  Date: 03/20/2023

  We are on-call 24/7 for our guests.  

  Guest did not call upon arrival at 7:37 pm, but left a text message.  The text message was answered with a notice to call the after hours number for emergency help.   Guest did not call.
  
  The following day, guest sent text message and was answered in 4 minutes, 38 seconds with this message:  'Oh no! I wish you would have an after hours message on the
  emergency line last night. We would have gotten you moved last
  night.
  We have another property ready and waiting for you now.
  Please check your email for the address and door code.'

  Guest responded later in the afternoon that they did not want to move.