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:07/02/2024

  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.

  We rented a cabin for 10 on 5/24 - 5/27. We had multiple children so we booked a family oriented cabin. The cabin advertised air hockey, multiple tvs, a gaming system, free pool access, free fishing access. Check in was at 4pm. Called the morning of to ask about early check in, was told a request for an earlier inspection was put into place so we could receive the door code for entry. We drive 4 hrs, arrive shortly before 4pm and still no code. I call the company and they cannot help me because the place "hasn't been inspected yet." The owner of the cabin saw us on the security feed, gave me his phone number and had me call. He provided his code to enter and informed me that the tv in the living room was broken. We never received a text from the company for Check in. The trundle bed was broken and held by electrical tape so the bed was concaved and sloped so no one could lay on it and it made the bottom mattress unable to be fully pulled out (Photo attached). There was no air hockey table as advertised, the gaming system had no power cord, there was no seating for the tv that worked other than the broken trundle bed. The brochure advertised free youtube tv but we couldn't access it due to it being used at another location. We went to go swimming and fishing and were told the fees were not paid for us to access the location and it would be $5 per activity per day. 10 people over 4 days would have been $400 out of pocket to do something that was advertised for free in the listing and in the welcome brochure. I have contacted the company multiple times a week via phone and email. A month of the back and forth they offered a pitiful refund and a discount on a future stay at the same cabin. I've been promised phone calls back that never get received. I've gotten the brush off by multiple agents. I finally had someone say they would refund me partially a week ago and I have not received anything. Their business practice and amount of false advertisting is a disgrace.

  

  Business Response

  Date: 07/16/2024

  We at Gatlinburg Falls Resort are very sorry for the guests issues and complaints during the stay. 

  Since the stay we have spoken with the guests and reimbursed them partially for the service issues. We have also extended a future stay discount to the guests, so if they choose to stay with us again they can do so at a discounted rate. 

  We appreciate the guests feedback and will use this to further improve our services to our guests. We do hope the guests are able to come back for a much better experience in the future and again are very sorry for any negative impact that was to be had by them. 

  Customer Answer

  Date: 07/16/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21928534, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:07/01/2024

  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.

  Also known as Venture Resorts
  Dean Veverka
  Dates 6/17/24 to 6/22/24
  Cabin: Lumber Jack Lodge
  
  1) check in process is atrocious and took for ever, was told the cabin was clean and inspected, plus everything ready for our stay. LIE
  2) got to cabin no information on wifi password and then the code for game room door was wrong. Took three days to get correct number from maintenance.
  3) hot tub spa pack burned out, checked out hot tub before using and found jet pump not operational. Found manual and preformed checks during GFCI test was shocked 240 volts. Called again and maintenance came out had parts in truck to fix, couldn't fix until cabin owner authorized fix. No hot tub until 3rd night. Fixed With out owners authorization. Got county tourism involved and they contacted office.
  4) place very dirty and disgusting, paid cleaning fees and they do horrible job. Cock roaches in the place. The carpet was filthy.
  5) pool sticks junk, said they would get more, never happened.
  6) while at office complaining they told us that the hot tub was inprogress of being fixed day two. They did not fix, but entered the cabin without out our permission.
  7) hot water tank was bad ran out of hot water after one shower.
  8) Offered to make up for two days lost on amenities, of extending cabin stay. Thought that was fair. Called back and stated that the cabin was booked and we could goto another cabin but had to pay for cleaning fees, and had to pay for second night.
  
  When asked for supervisor to call us back never got return call.
  
  Our vacation at the cabin was a nightmare. We did goto a hotel for two nights and relax from the BS from this con artist company.

  

  Business Response

  Date: 07/16/2024

  We at Gatlinburg Falls Resort are very sorry for the issues during they stay that negatively impacted them. We want all guests to become returning guests and do whatever we can in order to try and make things rate. 

  We did speak with the guests today and offered a partial reimbursement as of today July 16th, 2024. The guests were happy with this and we hope that they will give us another opportunity in the future to have them stay with us and have a much better experience. 

  We will take this feedback and use it to further improve upon the service to our guests. 

  Customer Answer

  Date: 07/25/2024

  They refunded us for the issues we had in the cabin rental. 

  Thanks 

  For your help

• Initial Complaint

  Date:06/28/2024

  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 stayed June 15th to the 22nd. Upon arrival we noticed the trashcans were already full. No comforters on the beds, dust coming from a vent on the wall, pool dirty and not running, hot tub had a terrible smell and water was semi green. No frying pan to cook with and no broom to clean with. We rented this cabin for the pool and hot tub because we had four children with us.
  
  I called and was told someone would come out. Nobody ever showed up. Called Sunday told the same thing. Nobody ever came. Called Monday left several messages, called Tuesday and had to leave messages. Found their Facebook page and left messages on Wednesday to which someone finally called me back. But not before they removed my messages and blocked me. I was told on the phone I would receive some sort of refund due to all the issues. Not one call or anything since. Only being told someone will call me. Lack of communication is an understatement.
  
  When I was contacted last Wednesday I was told that the company had been bought out and the new owners had downsized and that they were the issue.

  

  Business Response

  Date: 07/16/2024

  We at Gatlinburg Falls Resort apologize for the negative experience the guests had in one of our properties. Its in our every intention to have them enjoy there stay with us and for us to make them returning guests for life. While we are not perfect by any means we do our hardest to make things right with our guests. 

  Since the stay we have spoken with the guests and offered them a reimbursement in partial. We do acknowledge our shortcomings and appreciate the guests for making us aware of some of the issues and allowing us the opportunity to make things right with them. We do apologize for any delay in response. 

  If the guests so chooses in the future we would love to be able to host them again to show them the experience they had is not the guest experience that we want for our guests. We thank the guests for their time in speaking with us during and after their stay. 

• Initial Complaint

  Date:06/24/2024

  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 recently stayed in Glades Getaway cabin. My husband and I were the first to arrive Friday afternoon. The cabin was STIFLING, we're talking 88 degrees with 80% humidity per the (non-working) dehumidifier. We called the main number and had a tech come out. Guy stated that the A/C was blowing cold air but that nearly every register in the house was closed leading to the high temp. He also checked the air filter for the unit and it was FILTHY. Said he didn't have the filter with him so he would be back shortly to replace. Fast forward to Saturday morning. A family member mentioned a concern about the lack of towels in the cabin. There were 7 towels. In a cabin listed to sleep 18 people. I spent over 2 hours Saturday trying to get through to request more towels. Note, the automated service you dial into as a guest-it repeats your place in the "queue" for 30 minutes until you're forwarded to a vm and disconnected. Woke up Sunday morning to have the same process repeated for another hour. 3rd phone call, rep said they would have more towels delivered within 2-4 hours. They also verified that a work order was still showing "in progress" for the HVAC unit and a dishwasher work order. I called again at the four hour mark and was told 2 more hours. We're talking 24+ hours from the first call to the delivery of additional towels. Upon inspection walking into the unit mold was in multiple bedrooms, the bathrooms, and what had clearly been a leaking roof at one time or another. Water stains on the ceiling. The gaming table that was advertised had clearly been damaged by a previous guest and was a hazard as it was a broken barrel while the rest of the game just leaned at an awful angle. A rug on the lower level was curling and had previously been taped down to the floor. All tape exposed and is a fall risk. The filthy air filter wasn't replaced until Tuesday afternoon, with no notice. No text, no call, no knock. My sister-in-law walked out of her room to a stranger in the hall.

  

  Business Response

  Date: 07/16/2024

  We at Gatlinburg Falls Resort apologize greatly for the guests concerns during their stay. 

  Its in our sincerest hopes that we can make a positive impact to the guests stay and unfortunately there were some areas where we fell short and caused some frustrations for the guests overall with service requests and issues. 

  While this is not typical, we do try to amend the issues as quickly as possible for the guests and to make it right if for some reason we cannot resolve their complaints. We spoke to the guests today 7/16/2024 and came to a resolution of a partial refund to the guests. 

  We again apologize greatly and if given the opportunity again to make the guests stay a good one we would love that. We thank the guests for their time in speaking with us. 

• Initial Complaint

  Date:06/20/2024

  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 this cabin for our large family of 19. Upon arrival we had no towels or washrags. No pots to cook. Our hot tub was broken. The lights on the balcony didn’t work on 2&3 floor. We didn’t have an iron.
  
  What is was most concerning is the lack of care and communication from this business. It took two days to get pots and pans. Our towels were delivered after 9pm the night of arrival, but no rags were with it. We ended up buying our own towels, rags, and kitchen pans to cook with.
  Our hot tub was looked at several days after arriving, but never fixed.
  Management was never able to be contacted.
  
  At the very least we believe a partial refund should be issued for the lack of BASIC amenities listed on their booking website.

  

  Business Response

  Date: 07/16/2024

  We at Gatlinburg Falls Resort apologize for any issues to the guests stay. 

  Upon review of this complaint we cannot locate the guests reservation under the complainant's name and unfortunatley that have not provided a phone number that is able to reach them. 

  If the guests can give us a call at 1-865- 277-1160 ext. 229 and we will be happy to assist with this. 

  We thank the guests for their time and apologize for any delays in response. 

• Initial Complaint

  Date:06/12/2024

  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.

  Check-In is at 4:00. We got here at 3:30 to let them know we were here. They said to wait until right at time to check in which is fine. At time we went there and they said give us an extra 30 minutes and to come back at 4:30 bc they were still cleaning the cabin. Okay fine. We come right at 4:30 like they said. They said the cabin was clean and ready for us to come in. We walk in and oh my goodness. The cabin was indeed not clean.
  
  1. There was trash everywhere and we have taken pictures.
  2. There were dirty dishes all over the tables and counter area and also dirty dishes in the sink.
  3. The beds were not made. All the dirty sheets were all over the bed abd in like a big pile on each bed.
  4. Half the TVs don't work.
  5. The game that my kids were so excited to play. It's an arcade game that was in the cabin. It doesn't even have a plug to be plugged into play.
  6. In the theater room there's a big stain on the carpet and half the chairs are broke.
  7. The door in one of the bedrooms in the basement drags on the floor so you have a hard time shutting it.
  8. There is a hole in the back of the couch in the main living room area.
  9. The Wi-Fi is been out and has been out since we got here.
  10. Phones that are in the cabin because you don't get good service up. Here are all ran off the internet so we have no way to call anyone.
  11. Since we have no service, the only thing we can do is call for emergency help. We can't even look up for what we want to do or plan our day. It's an inconvenience and not something we have to have but c'mon we are paying good money to stay somewhere. I also am taking summer classes at a local college in our area back home and I have assignments due on Tuesday.
  12. There are scratches all over the floor in the living room area.
  13. The microwave handle to open the microwave door is barely hanging on so you have to be really careful or it's going to be completely broke off.
  14. There was supposed to be a fire pit there isn't.

  Customer Answer

  Date: 06/12/2024

  The reservation number for the cabin we stayed in is 650474. Name that reservation was made under is ***** ********* ** ******* The reservation will not be under my name. Thank you for taking the time to help us we greatly appreciate it. There has been no communication so hoping that we get some response back from filing a formal complaint. 

  

  Business Response

  Date: 07/03/2024

  We at Gatlinburg Falls Resorts are very sorry for the guests dissatisfaction on their stay with us. We want all guests to become returning guests with us, and so we take any complaint seriously in order to gain resolution. 
  
  
  Guest services spoke with the reservation holder on 07/03/2024.We were able to resolve the issue and provide compensation to the reservation holder's satisfaction. We appreciate your feedback and will take this as an opportunity to improve our services to our guests.

• Initial Complaint

  Date:04/08/2024

  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 rented a cabin from Wednesday April, 3rd to Sunday April 8th at lil livvys lakehouse through this agency for $598.70. 
  
  The virtual check-in stated the cabin would be ready at 4PM and that the cabin details would be provided. We calculated our drive based off that information. So, at 230, I still hadn't received the cabin info. I followed up & they stated it was getting cleaned & inspected to ensure no issues. I receive the cabin details at 4:33pm. We arrive at the cabin & are shocked to see that there is NO LAKE when the pictures clearly show a dock with a lake. The lake is dried up with only a little muddy trail. You could literally walk across and visit the neighbors "across the lake." If the lake is only available through certain times of the year, advise that instead of baiting people there with a view that isn't there.
  We turn the TV on to see no internet connection. I troubleshoot by resetting, unplugging the modem. I call cs & was given initially 45-60 mins for a tech to come out. Followed up after that timeframe & was advised 4-5 hours. Tech arrives later at night & isn't able to get the internet working. He sends it off for the customer/provider to fix it. I called back to cs & they basically state that there is no timeframe & it's likely not fixable for our stay.
  This property has no internet, television or cell service so wifi is a necessity, not an amenity. It's a glorified shed. I wasn't able to stay in contact with my children so if there was an emergency on their end, they had no way to reach me.
  
  There was no sheets/blankets for the pull out couch.
  
  No instructions for trash removal due to no receptacle outside at all.
  
  Filthy hot tub full of leaves so it wasn't cleaned before our stay.
  
  Hold & cold water were reversed in bathroom so it could potentially scald someone.
  
  Their customer service is atrocious. This company falsely advertised several things & baited us with amenities that werent provided & isn't willing to compensate accordingly.

  

  Business Response

  Date: 04/15/2024

  We at Gatlinburg Falls Resort apologize sincerely for the guests dissatisfaction during their stay. It is in our hopes that all of our guests enjoy their stay and we do whatever we can in order to ensure that happens. We are not perfect, but always try to make it right with the guest.

  The day of arrival 04/03/2024 we were made aware of internet connectivity issues at the property booked. The guests also explained their dissatisfaction with the view of the receded lake. We greatly apologized for this. Unfortunately, we were unable to resolve the internet issues during the guests stay and the lake is commonly drained in winter months. We contacted the guests on 04/09/2024 to discuss the stay. With the feedback they provided we also updated our amenities list and description to avoid any further confusion to any guest moving forward. 

  
  We value the guests' feedback and time spent allowing us the opportunity to come to an agreement. They were offered a partial refund and returning stay discount for these inconveniences. We look forward to serving them on their next stay. 

• Initial Complaint

  Date:03/28/2024

  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 arrived to the Lakehouse on 3/21/2024. I observed that non of the beds were made, the cabin and matress were filfty...there was no running water. House keeping came a turn the water on a proceeded to make the beds up with nasty comforters. I was told by Oenny that she would nit provide a refund..

  

  Business Response

  Date: 04/08/2024

  We at Gatlinburg Falls Resort apologize sincerely for the guests dissatisfaction during their stay. It is in our hopes that all of our guests enjoy their stay and we do whatever we can in order to ensure that happens. We are not perfect, but always try to make it right with the guest.

  
  The day of arrival 03/21/2024 we were made aware of a few issues at the property that were all resolved within our standard 2-4 hour time frame given. The guest however decided to leave the property and request a full refund. Unfortunately we were unable to offer a full refund since all issues were resolved in a timely manner. 

  
  At this point the guest has filed a dispute with her financial institution. We unfortunately cannot issue a refund with an open dispute. Since then we have spoken with the guest on two occasions informing her that we would be happy to discuss reimbursement if the financial institution closes the matter in our favor. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair 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.

  We had multiple issues, listed below, and after speaking with the representative they gave a very, very small refund and said, "It is our mission to provide you the cleanest cabin in the Smokies so that you will become a guest for a lifetime...from time to time, appliances, hot tubs, satellite TV, water, electricity, etc. will break down or malfunction. While we cannot refund any monies due to these issues that arise as they would in any property due to the life expectancy of any and all such appliances etc, we will respond as quickly as we can to make repairs and restore amenities." There was no attempt to fix the dryer, and when we informed them about the lack of beds, they told us we could go buy air mattresses and get reimbursed. The pull out beds were clearly written in the description and drawn into the layout.
  
  Top floor, king bedroom - the handle in the shower came off
  Multiple bathrooms - dead bugs, toothpaste on the wall (showing it was not properly cleaned), black stuff coming out of shower head
  Top floor, other bedroom - we were told there would be two queen bed pullouts, but there was only one twin bed pullout.
  Missing sheets on main floor bed.
  Hot tub jets were not working
  Dryer isn't working

  

  Business Response

  Date: 03/17/2024

  We at Gatlinburg Falls Resort sincerely apologize for any issues during the guests stay that made it less than enjoyable for them. We take all complaints and feedback seriously in order to gain resolution as well as ensure that it will not happen again in the future. We want all of our guests to become returning guests with us.
  
  
  On March 15th 2024 we made contact with the guests via phone call in regards to the service they were provided while with us as well as the issues they had within the property. We were able to offer and process a partial refund to the guests on March 15th 2024 as well as offer a discount on a future stay with us. 
  
  We appreciate the time that the guests spent speaking with us in regards to their stay and we are looking forward to serving them on their return visit. 

  Customer Answer

  Date: 03/18/2024

  
  
  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:02/28/2024

  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.

  Dec 1, 2023 I called Gatlinburg Falls Resort at 9:30 AM to confirm that my CC and Drivers License were received for payment and that all was still scheduled for check in that day. Check in was scheduled at 4:00pm to receive directions and key code. 4: 20 I never received a phone call so I called the office was placed on hold over 15 mins when I was told I was being transferred to a supervisor. After waiting what seem to be another 10 mins when a supervisor came on the line and said our cabin we reserved could not be available due to it was waiting on a furniture order. WHAT! I spoke to the office earlier that day and no one mentioned this! By the way the cabin we rented was scheduled for a birthday party. ****** stated she could place us in a private home that was excellent with a game room and hot tub. No pool as in the original rental. When I arrived at the "private home" it was in a residential neighbor hood and every single home had a sign in their front yard stating "NO OVER NIGHT RENTALS ALLOWED HERE" NEEDLESS TO SAY THE HOUSE WAS HORRIBLE! Broken door, hole in kitchen floor, broken faucet, game room was in the garage with no heat or air, old and dirty. I contacted ****** again and explained how horrible this was and they should even have it on the rental market. She agreed to move us the following day, which was the day of the party. The next morning when we contacted Gatlinburg Falls and ****** I was told that we would have the address and key code with in the hour for the new cabin Well that never happened! After many numerus phone calls around 3:45pm we received directions to a cabin . This upgraded cabin "SUPPOSEDLY" was horrible! it had 2 of everything, but nothing worked. The cabinets were nailed together , there were no pots, the refrigerator was empty no shelves, the stove still had cleaner in it, coffee pot didn't work, Hot Tub didn't work and the air hockey didn't work. I WOULD NEVER RENT FROM THIS COMPANY! or stay even if it was free!

  

  Business Response

  Date: 03/01/2024

  We at Cabins of the Smoky Mountains are very sorry for the guests dissatisfaction on their stay with us. We want all guests to become returning guests with us, and so we take all complaints seriously in order to gain resolution.
  
  We spoke with the reservation holder on 02/28/2024 in regards to her stay. We truly appreciate the feedback that she gave to us and will take this as an opportunity to improve our services to our guests. We were able to provide compensation prior to the complaint being filed. During the conversation on 12/8/24, a partial refund was provided to the reservation holder's card. We understand that the reservation holder is still not satisfied, but with them staying the full time, we informed the reservation holder during the conversation on 02/28/2024 that the amount refunded was seen as fair. We have offered something off of a future stay in hopes to satisfy the guests, but it was declined. We also informed that if they changed their mind, the offer would still stand.
  
  Again, we apologize sincerely for the inconveniences faced and do hope the guests will give us another chance in the future to show them that we can provide the vacation that they deserve.