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:05/07/2025

  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 had nothing but issues during our stay. Issues from no blankets for our child, water stopped working while showering, toilets stopped flushing, hot tub didn’t work, grill barely worked. After many calls to maintenance you’d be lucky to get someone to actually come if not they’ll just tell you there are coming all day just to satisfy a response! Customer service was awful and management Lewis was rude chuckling about the matter saying things happen. The entire experience was unsatisfactory and even worse by the people working it.
  As a past guest I was completely appalled with how this stay went!

  

  Business Response

  Date: 05/21/2025

  Thank you for bringing your concerns to our attention. We are truly sorry to hear about the issues you experienced during your stay with us and sincerely regret that your visit fell so far below your expectations — and our own standards.
  
  While we do our best to ensure that every cabin is fully prepared and in working order for each guest’s arrival, we understand that multiple maintenance issues, such as the ones you described — including the water, hot tub, grill, and blankets — are completely unacceptable. We are also very disappointed to hear about your experience with our customer service team, and we apologize if any interactions came across as dismissive or unprofessional. That is not how we expect our team to treat our valued guests.
  
  Although our policy typically does not allow for refunds, we felt it was important to acknowledge the disruption to your vacation and issued a partial refund as a gesture of goodwill. We want you to know that your feedback has been taken seriously and shared with our management and maintenance teams so we can address where we fell short and make improvements moving forward.
  
  We are committed to providing a much higher standard of service and hope you might consider giving us another opportunity in the future to restore your faith in Cabins of the Smoky Mountains.
  

• Initial Complaint

  Date:04/02/2025

  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 online called Lil Smokey for two nights (3/21-3/23). I let the resort know I wouldn't be arriving until later in the evening around 9-10 pm. They assured me that was fine and gave me the code to the keyless door.
  When my friend and I arrived at the cabin around 9:30 pm, we tried the code we were given numerous times and it didn't work. I tried to look up the info online to contact the after hours folks and at that point found out I had no cell phone service. My friend and I then drove about 10 min back down the road to call the facility and they said they'd have to call maintenance. We waited almost an hour to get a new code and be able to get in the cabin..I also asked what the Wi-Fi password would be and the gentleman stated he'd have to ask the office in the morning.
  When I called the next morning (away from the cabin again) I was told this is one of the few properties they rent out that doesn't have WiFi capabilities. I told the assistant I was unaware it didn't have WiFi available, and not only that I would never have booked a location without wifi because for one, I have a medical condition and need to be able to call if there's an emergency. Not only that she proceeded to tell me it wasn't listed as an amenity which is absolutely ridiculous considering this is 2025 and an expectation that WiFi will be available unless STATED OTHERWISE CLEARLY. This company obviously is misleading people in their advertising. There wasn't even a landline in the cabin.
  
  I told the guest services representative that we would be leaving that morning and explained that we hadn't used the hot tub or the Jacuzzi. I also requested a refund. I was later told because we checked out early we wouldn't get a refund which doesn't even make any sense.

  

  Business Response

  Date: 04/04/2025

  We appreciate the guest reaching out and sincerely apologize for the discomfort they experienced during their stay with us at Lil Smokey.
  We understand that the guest encountered an issue with the door lock upon arrival, and we regret that this impacted the start of their stay. On occasion, the locks do require servicing, and unfortunately, the guest experienced this first-hand. However, we promptly addressed the issue and ensured they were able to access the property.
  We would like to clarify that Wi-Fi is not advertised as an amenity at Lil Smokey. Our listing does not claim that the property includes internet access, and we make every effort to ensure our listings are clear and accurate. It is not our intention to mislead or falsely advertise any of our properties.
  Regarding the guest's inquiry about a refund due to early check-out, we would like to address this as a misunderstanding. Our policy states that we do not offer refunds for nights not stayed. If a guest chooses to depart before their scheduled check-out date, we are unable to provide compensation for the unused nights.
  While we understand the guest's frustration regarding the property, we regret that we are unable to offer a refund in this circumstance, as Wi-Fi is not advertised at Lil Smokey. However, we do acknowledge the inconvenience caused by the door lock issue and, as a gesture of goodwill, would like to offer a 5% discount on a future stay. While we typically do not combine discounts, we would be happy to apply this 5% offer in addition to any returning guest discounts (such as the 10% off) or specials that may be available at the time of booking.
  We hope that this resolution addresses the situation, and we would be delighted to welcome the guest back for a future stay. We are committed to providing VIP treatment and ensuring that their next experience with us meets all of their needs.

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: 23150589
  
  
  
  I am rejecting this response because:  For one, I'd like to know what the resort would have done if there was a fire there or one of your guests had a heart attack and has no way of calling for help? Your website did not explicitly state the cabin was not only without wifi but also didn't have a way to communicate to the outside world via a landline. If I wanted to be totally cut off from the world I would have booked a stay in a rainforest in the Amazon.  Your advertising is misleading at best and I will do everything in my power to make sure as many people as possible know not to ever book a stay with you. You still have an opportunity to make this right. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:01/10/2025

  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 issues began as soon as we stepped foot inside. The Jacuzzi was filled with what appeared to be sewer water, and the jets were completely non-functional. Even more concerning, the advertised Pac-Man game was not fully operational. As we continued our inspection, we encountered a seemingly endless list of major problems: the curtain on the shared lower level was entirely missing, the bedroom curtain was broken providing zero privacy, the middle floor closet was filled with the cleaning crew's belongings, significant mold and mildew had accumulated under the sink, the main level bedroom curtain was also broken and offered no privacy, the balcony light upstairs was not functioning, the bottom floor bed was coming apart at the seams, huge unsightly stains covered the bunk bed mattress, the bottom floor windows did not lock compromising safety, and pictures online failed to show the hazardous staircase to the second level.
  
  To make matters worse, the cabin was absolutely infested with bugs - there was zero cleanliness to be found. The Jacuzzi, which we were unable to use, was also visibly dirty. Even more concerning, the washer, dryer, and dishwasher were all completely non-operational, rendering us unable to clean our belongings. We even had bugs crawling on us while we slept and on our baby's bottle.
  
  When we brought these egregious issues to the staff's attention, they promised that a cleaning and maintenance crew would promptly address everything. Regrettably, no one ever showed up, and the manager refused to speak with us on multiple occasions. We were also told a new mattress would replace the stained one, but this never materialized either.
  To add insult to injury, we were charged $160 on 1/6/2025 on our credit card with no explanation or call from the company.

  

  Business Response

  Date: 01/10/2025

  We thank the guest for reaching out and we sincerely apologize for the discomfort they experienced during their stay with us at Almost Heaven. 
  
  As per the guests report, we understand that upon their arrival, they found multiple issues, including ladybug and other pest. The situation they described with the ladybugs and the unfortunate possibility of bed bugs in the lower bedroom was taken very seriously. We promptly sent specialized pest control dogs to inspect and confirm the presence of any pests to determine the best course of action. 
  
  Unfortunately, the communication became tense when they visited our office and called the police regarding their request for an immediate refund or property change. We care deeply for our guests and wanted to ensure we addressed your concerns properly. Following our procedures, we aimed to resolve the issues satisfactorily, and we assure the guests and BBB our property did not produce alerts for any bed bugs. 
  
  We also noted that the guests did not mention any problems with the dishwasher and washer/dryer until after their check-out. While our standard policy does not typically include refunds, we processed a refund of $180.00 for the guests inconvenience, and they have not been charged anything post-stay. 
  
  We truly value the guests feedback and assure the guests we are take their concerns seriously to prevent future occurrences. 
  
  We appreciate the guests for bringing these matters to our attention, and once again, we apologize for any inconvenience they endured during your visit. 

• Initial Complaint

  Date:12/13/2024

  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.

  October 14, 2024-date of paid in full transaction
  $16,018.68- amount paid in full
  We attempted to be civil and communicate with business after staying in unfit conditions and business stopped answering phone calls. We stayed in Amazing Views Mansion from Nov 24-30, 2024. There were roaches, as pictured below. We were exposed to black mold in several bathrooms. The vent cover in the kitchen floor was not secure and we had children in cabin. The space was unclean and unkempt. The refrigerator handle was hanging on by a nail and duct tape. It could have potentially injured someone had it come loose. Roaches were found in bed with guests. Sticky residue and black buildup on floors. We called about roaches and were told it would be better to just deal with it because if they came and bombed the house, more roaches would appear. Amenities such as hot tubs thay everyone looked forward to and were promised, were out of working order and had to be called to be fixed. Also not enough working remotes for tvs in cabin. Also had to be called in to be fixed. Blinds for privacy weren't provided for one of the rooms throughout the whole stay. Roaches and gnats in kitchen every morning. Kitchen tables, cabinets, and chairs were sticky regardless of trying to clean. A child during our stay was admitted to the hospital for two days due to breathing problems from a cold we believe were exasperated by the mildew and mold in the cabin. We were told to leave trash in cabin while we were still staying in cabin and we had a roach problem because they did not want to send anyone out to pickup the trash in the bear trap.

  

  Business Response

  Date: 01/03/2025

  We hope this message finds the guest well. 
  
  We are writing to address the concerns the guest raised regarding their recent stay at Amazing Views Mansion from November 24-30, 2024. We sincerely apologize for the issues the guests encountered during their time with us, particularly concerning the cleanliness and maintenance of the property.
  
  As promised, we have reviewed the guests stay and the dissatisfaction reported. We are pleased to reimburse the guest a portion of their stay. We have processed compensation to the reservation holder in the amount of $4,500. We hope this gesture of goodwill alleviates some of the inconveniences faced during their visit.
  
  Regrettably, we did not have alternative accommodations available to offer the guests at that time, which is why we could not provide a different solution. We are truly sorry for the discomfort this situation caused.
  
  We genuinely hope the guests will consider visiting us again in the future, where we aim to provide them with a much better experience. 
  

• Initial Complaint

  Date:12/06/2024

  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 would not give a star if that were at all an option! I booked their Mountain Golf Lodge from 11/10/24- 11/16/24 for the exact amount of $5,362.39. I checked in at 4pm on 11/10/24 and by 4:30pm I was calling about spider webs, dead bugs, wasps attacking my guests and I, ladybug infestation (falling on us as we showered), pet hair, dust everywhere, gnats flying everywhere, and gross things stuck to the refrigerator. I was given an ETA via email of 1.5 hours for things to be addressed and no one showed the first night and I was sleepy after an 8.5 hour drive. The next morning my guests and I woke up to a roach crawling out of the kitchen sink. I texted maintenance again asking why my issues weren’t resolved and I also called and spoke with ********. I was told my problem wasn’t a priority and I had to email a picture of the roach and the wasp. Maintenance (*****) came out half cleaned and told me they never had a request sent out for an exterminator previously and he would do so and he wouldn’t sleep well with roaches either. I showed him the picture of the roach. He said it looked like a Japanese roach and he didn’t see any but left a can of ant and roach spray behind for us. An exterminator didn’t come until the next morning very early (11/12/24). My guests and I were breathing in chemicals as we got dressed to try to finally get out and enjoy our trip for the first time. As we were leaving we found another roach that was alive and well so we spent the day looking at other properties all 30 minutes from where we were staying. Nothing was aesthetically pleasing as where we stayed and the last property had terrible parking and the door was left open and we chased moths around trying to get them out. So I left at 9:27pm 11/12/24. I asked the manager **** for a full refund because this was supposed to be a mental health trip. I’m still waiting to hear from a Owner or billing department. I more than cooperated and they breached the contract! Horrible experience!!!

  

  Business Response

  Date: 12/13/2024

  We thank the guest for her detailed feedback regarding the recent stay at the Mountain Golf Lodge. We deeply empathize with the inconveniences the guests encountered during the visit. It is always our aim to provide a comfortable and enjoyable experience for our guests, and we are sorry that we fell short of that standard in this case.
  
  We would like to clarify that upon speaking about the situation with our manager, ****, we informed you we indeed could offer a full refund as requested. Our cancellation policy specifies that if a cabin does rebook, the guests would receive a credit towards a future stay valid for one year. As it stands, the cabin did not re-book.
  
  We appreciate that the guests have raised valid concerns about the cleanliness and maintenance issues, as well as the delay in addressing these matters. To help alleviate the guests frustration, we did offer multiple relocation options to accommodate the guests needs as outlined in our reservation agreement.
  
  While we understand how disappointing this experience has been for the guest, we genuinely want to work with them towards a reasonable resolution, as it was stated that the guest only would accept a full refund and therefore nothing has been processed back. 
  
  We thank the guest for their understanding and look forward to coming to a resolution. We truly value their feedback as it helps us improve our services.
  
  

  

  Business Response

  Date: 12/24/2024

  We thank the guest for reaching out and expressing her concerns. We again sincerely apologize for the frustration and challenges they experienced during the time at our property. We truly did everything within our power to rectify the situation while the guest were staying with us, including trying to accomodate in comparable properties as we would if issues arise in one property that could not be resolved. It’s disheartening to hear that we fell short of the guests expectations.
  
  We would like to assure the guest that we take all feedback seriously and want to find a resolution. We will contact the guest after Christmas to discuss any possible compensation we may be able to offer. While we must clarify that this will not be a full refund, we are committed to having an open conversation with the guest.
  
  All guests' experience are important to us, and we appreciate the guests patience while we navigate this.
  
  We thank the guest once again for her understanding.

  Customer Answer

  Date: 01/04/2025

  I have responded to everything that has the business has sent to me on this platform! They have never called me as they stated they would to attempt to resolve the issue! I feel that closing this case on your end is a BIG mistake if you are reading the communication responses correctly. The business is being is being fraudulent! It has many bad reviews on your platform and has yet to resolve anything on my issue and I feel that is a big injustice if you close this case without resolution. Please reconsider until they hold to their end of calling me to resolve.

• Initial Complaint

  Date:12/02/2024

  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 have deposit left in amount of 510.08. I was told per email I could use the deposit on another cabin rental. I have not been able to get this done, no responses to emails and live chat. I have called and get will get told will have to check on the status of deposit with no responses back.

  

  Business Response

  Date: 12/03/2024

  Below is the email that we sent to the guest on September 18th 2024:

  Dear Guest,
  Thank you for reaching out to us, and I sincerely apologize for the delay in our response. We understand how important your reservation is, and we appreciate your patience as we work to address your concerns.
  We are happy to honor your discount of $510.08 once you proceed with booking your reservation with us. Please rest assured that we are committed to making this process as smooth as possible for you.
  We look forward to hosting you and ensuring that your stay is enjoyable. If you have any further questions or if you would like to finalize your reservation, please don't hesitate to reach out.
  Thank you for your understanding, and we hope to hear from you soon.

  We are sorry for any lack of communication but as stated to the guest in this email we have already offered it to the guests on their booking and just stated they will need to book and then we will be able to apply it. 

  Customer Answer

  Date: 12/23/2024

  I put on last message I was going to book cabin and then when my money was credited I would give response. I spoke to representative last week about this and he said after I boooked cabin, I would call and they would credit the difference. 

• Initial Complaint

  Date:10/31/2024

  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 rented a cabin (Lil Smokey) in October from Gatlinburg Falls Resort based on their website which states "our modern cabins are luxury log homes, complete with deluxe features you expect to find in a high-end resort". When we arrived on Friday evening the access code did not work; multiple calls before someone answered the phone and provided a new code after standing on the front porch for 30+ minutes. The cabin was filthy dirty and run down/poorly maintained. Blinds were missing and/or broken. No batteries in the remote. Phone on nightstand looked like someone had puked on it. Blue scum on the shower curtain and tub. Cobwebs in the corners and lamps. Bugs on the floor and windowsill. Ice maker in fridge did not work. Pillows with no pillow cases. No bowls in the kitchen; only one spoon. Curtain valances hung backwards. Trash on the back deck; hot tub dirty, jets didn't work and the hot tub cover was not secured. Whirlpool tub in room dirty. Steps hazardous/unsafe. Trash in the yard and food scraps attracting animals. There was nothing luxurious about this cabin. We called Friday to file complaints and advise of the issues and expressed our desire to speak to a manager immediately to seek alternative lodging that was clean and safe. Texts were sent with photos of complaints. Promised phone call was NOT received and no attempt was made to rectify any issues. We were forced to endure the filthy, poorly maintained cabin - we had no other options short of sleeping in our vehicle and no where for our groceries - because no one called us. Perhaps that was on purpose so they can claim that we 'utilized the property' and then deny an appropriate refund. After returning home, we were finally contacted and offered an unacceptable refund. Business practices and false advertising is disgraceful as well as the customer service. We paid for a luxurious, clean cabin based on website and posted photos - IT WAS NOT! Company is deceitful and is misleading unsuspecting guests.

  

  Business Response

  Date: 10/31/2024

  We thank the guests for their recent communication regarding their stay at Lil Smokey. We appreciate their detailed feedback and the time they took to express their concerns to us.
  
  We sincerely apologize for the issues they experienced during their stay and understand how frustrating this must have been. It is our standard to provide clean and well-maintained cabins, and we are sorry we fell short in this instance.
  
  After reviewing the guests' case, we have issued a refund that we believe is reasonable under the circumstances. We do regret that we are unable to accommodate your request for additional reimbursement. The guests did stay for the duration of their reservation, and as such, we feel our response aligns with our policies.
  
  Regarding the guests' request to change the wording on our website about our standard for clean cabins, we must respectfully decline. While we understand the guests' sentiments, we have a commitment to maintaining high standards for cleanliness, and the issues they experienced are not reflective of our typical service. We apologize once again for their unfortunate experience and assure them that it is not the standard we strive to uphold.
  
  We thank them for bringing these matters to our attention. We will use this feedback to improve our services and enhance future guest experiences.

  

  Business Response

  Date: 11/06/2024

  We appreciate the guest's response. We truly value her feedback and appreciate her perspective.
  
  While we recognize that there were certain aspects of her stay that did not meet expectations, we also want to note that they completed the full reservation with us. We issued a refund of $125, which we believe is a fair resolution given the circumstances.
  
  We cannot provide any additional reimbursement as we feel that our refund policy has been appropriately applied. We understand the guest's dissatisfaction, and while we regret that her experience did not meet her standards, we believe that our position remains reasonable.
  
  Should the guest choose to pursue other avenues, we respect that decision, but we will continue to stand by the resolution we have provided thus far. 
  
  We thank the guest again for her response and we truly apologize for any inconvenience this may have caused

  Customer Answer

  Date: 11/07/2024

  We are not satisfied with the resolution of this complaint.  

• Initial Complaint

  Date:10/29/2024

  Type:Facilities 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.

  On October 18, 2024 i reserved a room at Comfort Inn & Suites Gatlinburg, Tn. The room was booked wheelchair accessible with a roll in shower. I arrived at the hotel about an hour after making the reservation. Upon my arrival the room was Hearing Accessible but not handicap accessible. The room had a tub, no safety rails at the toilet, and the door would not accommodate a wheelchair. The front desk clerk informed me she gave my room away and if she had a wheelchair accessible room she would assign me one. The room was booked via Expedia so I called Expedia to request a refund. Expedia states that the Hotel will not verify that the room was handicap accessible. I made photographs of the room as well as video recorded the conversation with the hotel front desk clerk. The hotel refuses to verify the room is not wheelchair accessible.

  

  Business Response

  Date: 10/29/2024

  We are sorry for any dissatisfaction with the guests. We do not have a stay with this name and I think this was to be addressed to The Comfort Inn and Suites In Gatlinburg TN

  Customer Answer

  Date: 10/29/2024

  The business is Comfort Inn and Suites Gatlinburg,Tn

• Initial Complaint

  Date:07/22/2024

  Type:Facilities 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.

  This was our 4th stay with GFR and we have never had an issue until June of 2024. First off we pulled up and saw a strange metal garage in amongst very long grass and a basketball hoop that was broken. Not a great first impression. The screen door was broken, the cabinet fronts in the kitchen were dirty (looked like spilled pancake batter on them), multiple lights needed new lightbulbs, horrible looking grills, some of the games in the game room were not working, no mattress protector on the bed, then we went to the pool area. There were dead bugs EVERYWHERE in the indoor pool area, cobwebs all over, and there were 3 millipedes in the pool. Our daughter-in-law saw a live cockroach come out of the kitchen sink and that was the last straw! We have pictures of all this. We spent over 1,500 on this cabin just for 2 days and we expected much better than that. We can get over some things, but not lots of dead bugs and roaches. My husband called GFR and he was on the phone with a man named Lewis for like 50 minutes. My husband told him that we will not stay in a place with dead bugs and roaches and we would be leaving. He told them we will get a hotel for the night and Lewis told him they would call the next morning to put us in a different place for the next night. We NEVER received a phone call from them at all. Super disappointing that they never even acknowledged it! Therefore we spent all that money on the cabin and spent more money on 2 more days of lodging someplace else. It took multiple e-mails to them asking if we would get any refunds. They said they were behind and hoping to get to it soon. After 2 1/2 to 3 weeks, we noticed a refund on our credit card for $200. I'm sorry, that's not near enough when we spent $1,500. Our last e-mail from Lewis stated that $200 refund was fair and that there is no appeal & the matter is closed. He then told us we could get 10% off in the future! NO WAY! I just think this was handled terribly!

  

  Business Response

  Date: 08/23/2024

  Today we spoke with the guest in regards to the stay and some of the shortcomings of this stay compared to the other experiences the guests have had with us. We apologize immensely and it is regrettable that we were not able to offer another property as explained the day before. 

  Due to this we have spoke with the guest *** ********** ** *** ****** ** ********. In addition to this we have offered the guests their deposit to go towards the next stay without an expiration on it as they did not have plans on coming back in the near future. 

  We again sincerely apologize for the lack of cleaning and services provided and will take this and improve not only for these guests but all future guests as to not have this happen again. We appreciate the guests patience and understanding while speaking with us and look forward to providing them with a better experience as they have been accustomed to in the past with us. 

  Customer Answer

  Date: 08/23/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22025747, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *** ******** ******

• Initial Complaint

  Date:07/22/2024

  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’ve uploaded pictures of my review which clearly reflects my complaints.

  

  Business Response

  Date: 07/31/2024

  We at Gatlinburg Falls Resort sincerely apologize for the guests dissatisfaction with the service provided and overall upkeep of the cabin. 

  We spoke with the guest today to review the stay with them and agreed they had some issues during the stay that went unresolved. In attempt to make this right with the guests we have offered a partial reimbursement to them and they accepted. We have also resolved the issues in question with water pressure and overall upkeep and will continue to improve based on the guests feedback to us. 

  We realize this does not make up for the things that happened during the stay, but we hope that it shows the guest we truly do care about their stay and want them to enjoy the stay so they can become returning lifetime guests with us. Knowing that they love and visit this area pretty regularly, we are confident we can provide better service and change their mind upon a next stay with us if they so choose.  

  Customer Answer

  Date: 08/09/2024

  I accepted the amount the resort was willing to refund to us. i am not happy about it, but i accepted it. so the matter is resolved