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:02/22/2024

  Type:Billing 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.

  Charged the entire amount of the rental, was told that only the deposit would be charged.

  

  Business Response

  Date: 03/01/2024

  We at Gatlinburg Falls apologize for the frustrations experienced by the guest concerning his previously scheduled reservation. On 01/04/2024 Mr.******** booked a reservation on our online website for the dates of 02/17/2024- 02/20/2024. On 2/15/ 2025 we received a call stating the guest wanted to cancel his reservation. In our reservation agreement that was signed upon booking the reservation it states the cancellation policy within the 7 days as the following:
  
  
   "Should you need to change your dates or cancel, you can reschedule your reservation any time with no penalty as long as the change is processed at least 30 days in advance of your stay. The deposit is placed in escrow, to be held for 1 year, for a future reservation. For reservations canceled inside 30 days, the deposit is forfeited unless we are able to replace the reservation with another booking. Within 7 days, the guest is responsible for the amount of the entire stay unless we are able to replace the reservation with another booking at the same rate. No exceptions to the cancellation policy can be made for weather, health related reasons, or family emergencies." 
  
  
  Due to cancelling we charged the card on file for the remaining balance of the reservation. The cabin was not rebooked and therefore we are unable to extend the money towards a future reservation. We are sorry for any confusion that was caused, but we do have to follow our cancellation policy in regards to this matter. 

• Initial Complaint

  Date:02/16/2024

  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.

  On 2/12 I arrived at my cabin, all was well however upon inspecting the entire unit, the pool wasn't getting warm, the chlorine levels were off, kitchen sink was stopped up, there was a few dirty counter tops. I didn't mind the dirty counter tops, because I was going to clean anyway. T
  On 2/13, a service man came to look at the pool, he ensured me the chlorine level was back to a safe swimming numbers, after discovering the ph was off in the pool and that the pool would be warm within 2 hours. The pool temp remained the same.
  2/14 another service man came after I called to report the issue, he stated there was air in the line and he released it and the pool should be warm within 2 hours, but it remained around the same temp.
  2/15 I did a final walk through of the cabin to ensure we retrieved all items, and there was no damages. I didn't see anything that would warrant additional cleaning or repair so we gathered our things and headed home.
  2/15 I received an email stating I owed 675 for damages to the cabin, the only picture they sent was of some puddy stuck to a quilt. I contacted the office to let them know that I was not going to pay $675 for something that could have been taken care by a simple machine wash.
  (Disclosure: we did not sign a damage waiver or an agreement for this company to debit anything from my account without prior authorization)
  After speaking with a Rep she stated that they agreed for me to pay $150.00 for dry cleaning, I gave her a date that I would pay it, however I discovered someone attempted to debit my card for two different balances without my permission, even after I stated to the rep via email and phone not to take anything from my account. 3:29pmthey attempted $676.50 and 4:24pm 169.13!
  This company is basically stealing money from their patrons who aren't aware of their rights.
  They did not send an invoice with the damages outlined or proof of damage.

  

  Business Response

  Date: 02/16/2024

  We at Gatlinburg Falls Resort apologize for any confusion or frustration regarding these charges and of course any issues during the stay such as the pool heater. It is not our intention to upset the guests however, upon inspection of the property Sparkling View Splash after the guests departure, our cleaners noticed silly putty ingrained in our 2 King quilts. Silly putty is very hard to get out of the quilts and therefore the charges were attempted to be pushed onto the card we have on file for the replacement of the two king quilts. We have since agreed to charge a lesser amount as to see if the quilts can be professionally dry cleaned and the guests were told this on 2/15 by one of our representatives and agreed that they would pay this amount. The guests said during that time they would call back on Thursday of the following week to make the payment. It is typical however that we would push these charges to the card on file as stated the in reservation agreement with us and we apologize for any miscommunication there on our part. The reservation policy in which you agreed to when booking with us does include this information. We also sent the photo of the damages to the items in the property which we have also attached here. We have listed the portion of our agreement below:
  
  The Guest understands it is also his/her responsibility to inspect the cabin upon entry and notify the front desk of any pre-existing damages noted to the property. The Guest further understands that he/she accepts responsibility for any issues found by the management company upon departure not reported by Guest at check-in. The credit card on file will immediately be charged for any damage to the cabin noted on departure inspection.  
  I understand that it is my responsibility to review the cabin upon entry and notify the front desk of any pre-existing damages to the property; I further understand that I accept responsibility for any issues found on inspection after my departure that were not reported. I am also aware I will be responsible for any attorney fees incurred by Venture Resorts recovering damages caused to the cabin.  
  Housekeeping and Trash Removal: I understand that the cabin must be left in proper condition upon departure (dirty dishes in dishwasher; garbage bagged; etc ); I understand I will be billed for any additional housekeeping required for both inside the cabin and on the grounds surrounding and below my cabin 

  Again, we are terribly sorry for any frustration that has been incurred due to these charges after the guests, but at this time the guests still owe the balance of $169.13 for the dry cleaning to be done on the two king quilts which had silly putty all over them after their departure and not prior to arrival. We appreciate your compliance with paying this amount and look forward to further working with you to resolve this matter. 
  
  

  
  

  Customer Answer

  Date: 02/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I feel as though they have deceptive practices, there was no disclosure about damages and anything else. On the portal you only have a choice to accept the charges. There is no document describing what the charges are so to the average consumer would think they are accepting the charges for the reservation and nothing additional because additional information was never presented, no documents furnished explaining damage waiver or renter responsibility for damages. And the documents presented was never presented to me. There should be no grey area when it comes to things of this nature especially when it comes to taking money from ones account without pre-authorization. 
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:02/05/2024

  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 took photos of all the broken and filthy and missing items. We emailed them to company and was only offered 100 dollar credit. Company kept saying we should have reported it at 1am when we got in instead of 10pm that night so they could have fixed it. You can't fix missing sleeper sofas and a missing swing on porch or the nasty walls and holes in walls and pills stuck in fireplace cracks. We asked for the full 409 cleaning fee reimbursement but we got 100. Just a company who cares zero. Want to warn others.

  

  Business Response

  Date: 02/05/2024

  We at Gatlinburg Falls Resort 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 have been able to contact the guest on February 5th 2024. We agreed to a partial refund on the reservation as well as a discount to return with us. We were able to resolve the guest complaint amicably. We appreciate the guests feedback and will take this as an opportunity to improve the services we provide. We look forward to welcoming the guests back to stay with us in the future and providing them with the stay they deserve! 

  Customer Answer

  Date: 02/06/2024

  
  
  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.

  However, It is a shame it took bad google reviews and a complaint with BBB to get them to care about scamming us with a cabin that wasn't up to any guest standards.  Customer Service Reps at the base level are only advised to blame the customer to keep from having to refund a guest, which is just SHAMEFUL. Still a pathetic company but we at least got some money back.

  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:02/02/2024

  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 booked a luxury cabin from this company online the week before Xmas 2023. Our weekend was scheduled for Feb 2 and 3rd with check out in the 4th. I called them to cancel during the time frame allowed per their contract. I spoke to a male subject/had an accent. He assured me it was cancelled I would only be charged the deposit fee of $125.00. I got a text this morning about checking in , on Feb 2 , 2024. I called and spoke to a female and explained everything to her. She advised me it didn’t matter , and I would be charged the full amount of $625.00 for the weekend. I am writing to complain about how poorly they have conducted business with me.

  

  Business Response

  Date: 02/15/2024

  We at Gatlinburg Falls Resort 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. 
  
  We have been able to reach out to the guest on February 9th 2024. We have also emailed and left a voicemail on February 10th 2024. The guest did not cancel outside of the cancellation window that would have them fully responsible for the balance of the stay. We did make an exception once to the policy for the guests and allowed them to change their dates within 30 days away from their reservation, however even after making this exception the guests never cancelled or showed up for their reservation with us. Our cancellation policy that was signed upon booking states:

  Should you need to change your dates or cancel, you can reschedule your reservation any time with no penalty as long as the change is processed at least 30 days in advance of your stay. The deposit is placed in escrow, to be held for 1 year, for a future reservation. There are no refunds. For reservations canceled inside 30 days, the deposit is forfeited unless we are able to replace the reservation with another BOOKING. Inside 7 days, the guest is responsible for the amount of the entire stay unless we are able to replace the reservation with another booking at the same rate. No exceptions to the cancellation policy can be made for weather, health related reasons, or family emergencies.

  Due to this we will be unable to refund any monies. We appreciate the guests feedback and are sorry we are not able to make exceptions here to our cancellation policy. 

• Initial Complaint

  Date:01/12/2024

  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.

  We reserved a cabin with this company. The cabin was wholly unacceptable with no hot water a broken sinks missing blinds, fireplace tools broken and dirty kitchen equipment. There was a bug infestation. The entire cabin was shabby dirty and unacceptable. When calling for help we were told we must wait for maintenance to get there to inspect things. We had not had dinner at 830pm and asked them to call us when they got some resolutions. At 10 am the next day we called back for the office to say they didn't call because maintenance never replied. Ultimately they changed the story and said all items were fixed.

  

  Business Response

  Date: 01/25/2024

  We at Gatlinburg Falls Resort 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. 
  
  We have made many attempts to call the guest on the number provided and due to the guest screening the calls we have not been able to get through. We have also reached out to him by email to gain a time to discuss this with no reply back. We would love to be able to resolve this but again have not been able to make contact with the guests.  We appreciate your feedback and will take this as an opportunity to improve our services to our guests.

• Initial Complaint

  Date:01/12/2024

  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 were booked in the cabin from January 2-7. We checked in to the cabin on January 2nd. When we arrived the cabin was not ready for check in, it was very dirty. We checked everything and then I called the property management company. I told them that the cabin was filthy, floors had not been swept, vacuumed or mopped. The master shower was in really bad shape, mold and mildew everywhere. The bath towels are so old and used, they should be trashed! They look dingy and dirty. The ceiling fans in all rooms were dusty and dirty, the fridge had not been cleaned out. The AC filter return was in bad shape, very dirty.
  The arcade machine was completely down, internet service was almost non existent, We could not use the internet or the TV's due the internet service. The electrical fireplace had a very bad malfunction as it constantly flickered on and off.
  When I spoke to the management company they did not seem surprised, they already knew about the arcade being broken and the issue with the internet.
  I asked for a manager to call me back and no one ever did. I was not able to speak to anyone in charge and they did not want to move us to another cabin. The only thing that i was told was that upon check out there would be compensation for dealing with this situation.
  Upon check out again I spoke to a lady by the name of 'sha", she did not pass me to a manager and said that she would not provide any sort of compensation for the issues that we experienced and that it was just that way.
  I refuse to believe that things like this could happen and that a company could get away with it.
  I would like to the owner of the cabin and make them aware of what's going on there.
  Its a beautiful cabin, a shame that its not being kept up.
  I am requesting a fair compensation from this business or i will escalate. Upon check out they did nothing to make it right. I was treated unfairly and insulted by this representatives non cholent attitude.
  I have attached some pictures.

  

  Business Response

  Date: 01/15/2024

  We at Gatlinburg Falls Resort 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. 
  
  We spoke with the reservation holder on 01/15/2024.We were able to resolve the issue and provide compensation to the reservation holder's satisfaction. While we understand this does not change the experience we appreciate your feedback and will take this as an opportunity to improve our services to our guests for the future. It is in our sincerest hopes that we are able to have you come back for a much better experience in the future.  

  Customer Answer

  Date: 01/20/2024

  
  
  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:01/02/2024

  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 stayed from 10/7/23-10/11/23
  
  They advertised a beautiful cabin with gorgeous mountain views, and a worry free stay. I wish I had checked the BBB prior to booking.
  
  Absolutely atrocious condition of their rentals and they have horrible customer service. The front door of our cabin wasn't even lagged in properly (told by our maintenance guy) had to fight to get a new lock that wouldn't work. Unit was in horrible condition. There was trash all over, even in the trees. They advertise great views and there wasn't a single good view, the hot tub was in literal pieces and didn't work. There were holes in the walls , and towel racks in pieces laying around. Kids almost fell through a soft spot in the floor that was rotting downstairs. We had called the office for several days, and while preparing my daughters, and wife for our wedding day maintenance shows up on this companies time without any regard for their tenants to properly install the front door, and make other repairs. At 11 pm we had to have the front door lock replaced as it failed. After the first time we requested replacement and the resort and owner denied repair or even checking. This visit was horrible and they not only falsely advertised what they sold me, but also pretty much blew me off when I complained about getting out of almost $2k. The desk lady literally told me she was attempting to seek a refund and sat the phone down on the desk and continued her convos with her co-workers while I was trying to file a legitimate complaint with this bogus scheme of a resort. Will not ever give them another dime of my money and have made good and sure to let others know about this place and their lack of business etiquette whatsoever.

  

  Business Response

  Date: 01/15/2024

  We at Gatlinburg Falls Resort are very sorry for the dissatisfaction to the guest on their overall stay with us. 

  We have been in contact with the guest today 1/15/2024 and are still speaking with them on what we could do to make things right with them. We did offer a partial refund on the reservation for the issues upon checking out (10/11/2023) however the guests did not agree with this amount and rejected the offer.

  We are sorry for any delay in response on our end but again our ultimate goal is to resolve the issue with the guests.

   

  Customer Answer

  Date: 01/24/2024

  I do not want this complaint closed. Gatlinburg Falls Resort has made no attempts to get back in contact with us after refusing a small refund and a coupon to return to them! I wish to have this complaint re-opened and for the resort to own up to their disgusting treatment of their guests. Thank you. 

  

  Business Response

  Date: 02/07/2024

  We at Gatlinburg Falls Resort are terribly sorry for the guests experience with us overall. We do want to make all guests returning guests with us as well as resolve any issues that may arise in a quick manner. 

  We have been in contact with Mr. ***** during and since the stay. We are sincerely apologetic for the lack of response to the guests complaints after the reservation, leaving the guest to believe that we did not care about him or his families stay with us. This of course is not the case.

  From time to time things happen, but we always do our best to make repairs and have guests enjoy their stay. While most issues that the guests reported required an outside vendor to resolve them, we did fix what we could during their stay and at the time of checkout offered the guests a refund of $200 despite them staying the full time of the scheduled reservation due to the issues not being able to be fully resolved for them. The guest rejected this offer due to not feeling it was sufficient enough.

  Since the stay has ended and we are outside of the refund window, we are not able to process any returns back via monetary refund. We have offered alternatives to the guests and are still working with the guest on a solution that they would find satisfactory. 

  Again, we do sincerely apologize for the guests dissatisfaction. We are really hopeful that the guests can return with us to have a better experience, as we would love the opportunity to provide them with the vacation they deserve. We appreciate the guests time and look forward to further working with them to fully resolve. 

• Initial Complaint

  Date:12/22/2023

  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 paid a deposit on a cabin. The business called me and advised that the cabin had been sold and was no longer available. They offered other cabins that were available. I chose another cabin. They contacted me and advised that alternate cabin was also no longer available as it had been sold. When a refund of the deposit was requested- they advised that some 90 day window to request a refund had already passed and I was not entitled to any refund

  

  Business Response

  Date: 01/05/2024

  We at Gatlinburg Falls Resort apologize sincerely for the guests displeasure. We have every intention on returning funds to the guest.

  
  When we initially spoke with the guest, there was a miscommunication regarding if they could get a refund or not for their cabin being sold and then coming off of our rental program. We promptly got back to the guests in regards to this to let her know that we could in fact refund her. At this point the guest informed us that she filed a dispute with her financial institution. We unfortunately cannot issue a refund with an open dispute, so we have waited for that process to be determined by the financial institution which was determined in our favor. 

  
  Since then we have spoken with the guest on multiple occasions. She provided her information for a refund to be processed and we have every intention on providing one, as would be typical procedure when the owner sells the property they have rented with us granted they could not find another to accommodate their party. Unfortunately, we were alerted that there was an open dispute with the credit card company that was opened again on 12/29/2023. We did reach out to the guest and let her know about this and that we will be more than happy to process a refund to them if the financial institution closes the matter in our favor again. 
  
  Again, we apologize for this inconvenience and we appreciate the guests patience in gaining resolution. 

• Initial Complaint

  Date:12/18/2023

  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.

  12/15/2023 to 12/19/2023. We rented Wild Oaks cabin at GatlinburgFalls for around 1500$. We payed extra for this cabin because it has a theater room, arcades, pool table…etc. The projector will not turn ok(bad bulb) the arcade will not work(broken joy stick) and the pool table was missing the cue ball. Roaches were in the back bathroom. One room the lights were out and only a lamp could be used. The water temp was very weak and the tub wouldn’t drain properly. I called 6 times before they sent someone out but they couldn’t do anything at this time. This was suppose to be a vacation but because of them it’s ruined

  

  Business Response

  Date: 12/31/2023

  We at Gatlinburg Falls Resort apologize for the guests dissatisfaction on their stay with us. We want all guests to be happy so that they will come back again. When issues arise we take all complaints seriously so that we may gain resolution and not to have them happen again in the future. 

  During and since the guests' stay, we have been in contact with them. We did come to a resolution of a partial refund as well as a discount off of a future reservation with us. 

  Again, we are very sorry for the guests displeasure with the stay overall, and appreciate them speaking with us in order to gain resolution with them. We do hope that we are able to host them again in the future and have their experience be much better. 

• Initial Complaint

  Date:11/27/2023

  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.

  Day before arrival received call hot tub not working, maintenance coming during stay to fix. Told would be refunded everyday hot tub not work. arrived at cabin, its dark. FAKE porch light. used headlights to unpack, went to shower & water leaked from ceiling on kitchen table. Called spoke w/CSR. told nothing could do & no available cabins. Manager would call in am. further inspection found mold on ceiling, light fixture, top/bottom of kitchen table. Water spots on ceiling/ floor. faulty light switches, air hockey table broken rotten&molded spot on porch. Called again. Maintenance comes, inspected, takes pictures. reports back & says cant fix problem. Has to be contracted out. I call speak with numerous CSR. It’s after midnight decide to go to sleep. Call at 8am. told management reviews issue between 8/9 & should be receiving call back. go to office. At 930am front desk has gotten approval to move us. States cabin is dirty&needs to be cleaned. I ask to make priority because this is our family’s 1st thanksgiving at mountains, other family coming for day. At 11am called for update says being cleaned. pack all stuff up,go have lunch. called at 1,3,4,5 (told another hr). Called again at 6pm cabin ready. was emailed wrong address. Got that resolved. It’s too late for our thanksgiving. We rode around all day with our food in coolers. We decide to go to Hatfield&Mcoy added expense.arrive at cabin, dryer doesn’t work, fridge taped up w/ electrical tape, beds horrible can’t move with out the whole house hearing you, didn’t bother calling based off prior calls. Got pictures of everything. departure day 35 min on phone with CSR offered $300 &$200 credit for future use. I declined said I would take $500 cash&I wouldn’t dispute the charges. I spent first two days on phone,mostly in our cars, never spoke to manager.They only contacted to tell me about hot tub& on departure day. Every time we spoke it was because I reach out or my mother did. I emailed them numerous times

  

  Business Response

  Date: 12/14/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction with the guests' stay. We want all of our guests to become returning guests with us therefore we take all complaints seriously so that we can resolve them. We are not perfect but we do what we can to make things right with our guests. 

  During and since the guests' stay we have been in contact with them. We did reach out and speak with the guests in regards to the stay and to see what we could do to make things right for them. We did make an offer of a partial refund to try and make the guests happy. We have since called the guest again (December 14th, 2023) but unfortunately we have not been able to reach her to determine if this would be satisfactory. We did also send an email to the email that we have on file. We will continue to reach out to the guests in order to gain resolution this week with them. 

  
  We thank the guest for her time speaking with us thus far and we look forward to further speaking with her to gain resolution fully with her.