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:10/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a cabin for 10 people from 10.24.to 10.29.it had 3 balconies and a game room ( 2 of the 3 didn't work) never fixed. 3 TV were not working. The place WAS FILTHY. Only 3 coffee cup for 7 people it took me 4 phone calls and 2 days later to respond.
  I sent a total of 12 e mails and at least 8 hours on phone calls during the week.
  Mold in bathroom
  Broken smoke alarm on floor.
  Burn marks on bed. No bottom sheets.Dirty towels left in shower from prior guests. Food behind bedroom door. Toilet paper under bed. Not enough towels. The refrigerator had dry food all around it.
  After 3 days of crying and multiple e mails.they said I can change cabins .. they moved me into one that was clean .. but had no balconies the hot tub was on the front porch next to the cars of the neighbors.i had to move a t 10pm with 6 seniors oldest 81 youngest 68
  It was a nightmare because they acted like they were doing me a favor to get me into a cleaner room with less then what I had. Pictures are worth a thousand words..I asked would you and your family stay in filth.. we were here to relax and enjoy .. and it was a living nightmare

  

  Business Response

  Date: 11/13/2023

  We at Gatlinburg Falls Resort are very sorry for any dissatisfaction to our guests. It is in our sincerest hopes that our guests enjoy their stay with us and if issues arise that we take care of them as to not have them happen again in the future. 

  On November 4th 2023 we spoke with the guests regarding the frustrations she experienced. We were able to come to a resolution of a partial refund for the issues and and a discount to come back and stay with us in the future. 

  We are not perfect but we do try to make things right and want to thank the guest for speaking with us and their time in doing so. We want all of our guests to continue coming back and we hope to have the guests come back for a much better experience on their next visit with us. 

• Initial Complaint

  Date:10/30/2023

  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.

  10/9/23 -arrived at Mountain Memories Lodge @ Cabins of the Smokies, a/k/a Gatlinburg Falls Resort. Upon entrance, we found the hot tub was dirty, the lower bottom floor had ONLY hot water in the sink and shower. No cold running water and the toilet was not functionable. The same floor, there were carpenter ants in the smaller bedroom. The tv's would not work (only 1 or 2 channels). The top floor had no cold running water in the shower. The place was very dusty and looked as if it had not been cleaned in quite some time ( and I paid a cleaning fee)? The steps going up to the door are loose, as well as some deck boards on the top level. I immediately called guest services and was told 2-4 hours. That never happened. The next day, I called again. I received a line about how sorry they were and would make this a priority. Guess what? They felt so bad no one showed up. I called the next day, with no one showing up. On Thursday, I called again for the same issues as well as a bag of medications that we found in the main floor bedroom that belonged to a prior guest. Amazing an individual's diabetic medication was left behind and the cleaning crew/staff never saw it until we reported it. Finally, the bug guy came out and said that he would spray but that it will not help until the owners get rid of the mulch and bushes. Later that day, the ants were in the living area. Then a lady showed up to fix the tv's, remove a prior guests MEDICAL BAG FULL OF MEDICATIONS, and stole my brothers eyeglass case. YOU stand in a shower of nothing but scolding hot water and tell me how you like it!!! It was difficult for 81 yr old to climb 18 steps every time she needed to use the toilet. It really  not being able to use the hot tub (that I paid for and you promote). These are serious HEALTH & SAFETY issues and should not be left go. You all need reported to health board and suffer consequences. ACTIONS MEAN EVERYTHING and your word(s) mean NOTHING.

  

  Business Response

  Date: 11/13/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction to 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 for all guests. 

  We have been in contact with the guest during her stay as well as afterwards. We did reach out and spoke with the guest but she was unable to speak with us at that time (November 9th, 2023). We have since called the guest again (November 13th, 2023) to make her aware of options she had but unfortunately we have not been able to reach her.  We will continue to reach out to the guests in order to gain resolution this week with them. 

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

  

  Business Response

  Date: 12/04/2023

  The check that was sent out was to be delivered by 11/27. We are sorry for the delay, but unfortunately are unable to change the time it takes to get this processed. We are faithful to our word on making this right with the guest. 

  Customer Answer

  Date: 12/04/2023

  My question is this...how can you intend to have a check delivered by Nov. 27th when the said check was not printed and created until Nov. 27th?. My point is this. You cannot trust them at all. I honestly hope No one else has had this much stress and hassle with this company and staff. However, given all of the negative reviews on multiple sites, I would say this company really does not care about the person or people who stay with them.

• Initial Complaint

  Date:10/30/2023

  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.

  1267
  We were so excited for our first trip to Gatlinburg Tennessee, and the great Smoky Mountains! Found this what we thought. Fabulous cabin in Gatlinburg just about seven minutes from downtown.
  Upon arrival to the big moose, it seems like it was going to be amazing.
  Quite the opposite!
  The smell of mold when you walk in, was quite apparent and found black mold underneath the kitchen sink. The floor in front of the refrigerator that also leads downstairs to the game room is about ready to fall through. Walking downstairs to the game room the pool tablewas absolutely disgusting and the mold stench burnt your nose.
  Stains all over the carpet throughout the cabin, dust and mold everywhere.
  We made a complaint and a maintenance person came over and agreed. Everything was bad.
  They left us to stay in it for the night. Around 5 o’clock the next day we finally got a new cabin 40 minutes from our original desired location.
  The new cabin we had, the hot tub didn’t work the whole time we were there and the dryer didn’t work.
  We had to drive every day 40 minutes to get to where we wanted to be which was downtown Gatlinburg.
  With all of this they offered us $108 reimbursement.

  

  Business Response

  Date: 11/13/2023

  We at Gatlinburg Falls Resort are very sorry to hear of this dissatisfaction to the guests stay with us. It is in our sincerest hopes and wishes that each guest has a positive lasting experience and if they do have issues that we resolve those as to not have them reoccur in the future. 

  We did attempt to reach out to the guests today regarding this experience. We have been unsuccessful in reaching them but will continue to reach out to resolve this with them. We thank the guests for their patience and time regarding this matter, and look forward to further speaking with them. 

   

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair 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 worst family vacation/ anniversary ever!
  Splash Mountain Luxury Cabin/ Gatlinburg Falls Resorts
  
  Dates 10/15-10/19 of 2023
  Amount $6,038.89
  
  10/15 trash and other personal belongings of other people located. Dirty pool. Not as advertised. The hot-tub jets non-operational. Customer care called. When maintenance arrived he said he could fix some of the issues but needed to return and never did.
  
  9pm called again and no one ever came.
  
  We notice mold in the shower and a leaking shower. Called again.
  
  10/16 a sink was clogged. Called again,
  issues remained unresolved.
  
  The second maintenance man arrived. He said the shower needed to be sealed and he could address everything.
  
  We left and when we returned nothing had been resolved.
  
  I called again and requested a manager they informed me someone would respond and I would be compensated.
  
  No one arrived. I called again and spoke to manger *******. He stated someone would be to our cabin no later than 11:30am the next day. He also stated that we would be compensation. I requested a manger in person.
  
  10/17 still no resolution, by 12:00pm I called customer care again.
  
  I spoke to ******. I was told I would be refunded $200 and this was not the total or final refund amount.
  
  ***** arrived 2:30 pm he fixed what he could, not everything.
  
  ***** left the sink up stair on the main level was clogged. I called again.
  
  10/18 I called again because the sink downstairs was again clogged.
  
  10/19, 10am I called as instructed, was told $200 was it and the representative hung up on me. I called back and spoke to ******** who offered $500. I replied that was not acceptable she offered $700. I told her that was not acceptable. I asked for a corporate phone number and was advised there wasn’t one.
  
  We went to the main office. **** read through my account and requested 1/2 a refund which was refused by the Manager ****** ********. Then included a future stay. If you can gift me a future stay you can refund me.

  

  Business Response

  Date: 10/30/2023

  We at Gatlinburg Falls Resort apologize for this experience and the dissatisfaction to the guests that it caused. It is in our sincerest wishes that guests have a great stay and we do all that we can to make sure that happens. We are not perfect, but do want to make our guests happy and have them become returning guests with us. 

  On October 30,2023 We did reach out to the guests in regards to this complaint. We did come to a resolution on this matter with a partial refund as well as a discount on a future stay with us for the troubles they experienced. 

  We want to thank the guests for speaking with us and apologize to them again for the issues they faced while with us. We look forward to the guests returning with us for a much better overall experience that we know that we can provide to them. 

• Initial Complaint

  Date:10/17/2023

  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.

  Breach of contract for services paid and then failed to respond to issues that were necessary for overnight stays.

  

  Business Response

  Date: 10/24/2023

  We at Gatlinburg Falls Resort apologize for the guests dissatisfaction. It is certainly in our sincerest hopes that the guests enjoy their stay and become returning guests with us. 

  On October 23rd 2023, We were able to reach back out to the guests and discuss their dissatisfaction with the stay. We apologized for the issues and ultimately came to a resolution of a partial refund of the stay. 

  We want to thank the guests for their time in speaking with us on this matter and we hope that the guests do get to return to the Smoky Mountains in the future for a better experience. We would also love to host them if they so choose. 

  Customer Answer

  Date: 10/24/2023

  
  
  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:09/25/2023

  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.

  Sent me to a cabin that was done rented out. With the right pass code. Apon entering kids were stressed someone was breaking in then called parents. Sat on the phone with cabin office for an hour. Setting on the porch with tenants occupying the residents. I was then told I would receive another cabin and pass code in email. Another hour later I had to call back then received a new address and pass code. Toilets don't flush. Called again, maintenance came out nothing they could do due to septic being full. Asked about the hot tub why it wasn't working; hot tub was never (wired) hooked up. This whole vacation has been completely ruined with my wife daughters and elder parents.

  

  Business Response

  Date: 10/05/2023

  We at Gatlinburg Falls Resort sincerely apologize for the dissatisfaction with the guests stay. 

  We were in contact with the guests during their stay in regards to these issues as well as after their stay we have attempted to contact them to reach a resolution. Unfortunately the guests have been unable to be reached. Upon their checkout we spoke with the guests and offered them a refund that was fair, as they stayed the full time and were even offered a different property upon receipt that we would need an outside vendor to resolve the issue with the septic. Guest rejected this offer to go to a different property and remained in the cabin with the issues. We are very apologetic for the overall experience to the guests, but we do feel that we have offered what is fair. We are not perfect but we do try to make things right with our guests to have them become returning guests with us.

  We will attempt to reach the guests again to try and reach a resolution with them. We appreciate the guests time regarding this matter.

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out via email after repeated requests for service for a nonstop beeping in the house along with an error message on the fire alarm. I was told twice that someone would be out to provide service this evening, including being told someone would be out within the hour, which was several hours ago, however, no one came out.
  
  I spent Sunday communicating with customer service reps again. I attached photographs and the voicemail we received regarding the broken pool heater. When I called initially, I had discussed how the pool was our main reason for selecting the cabin we did. I was assured the heater would be checked and that I would be called by 1:30 p.m. on Friday 9/8, as we would either be moved to a different cabin or that the heater would be fixed, as it would "be bad customer service to have you arrive and the heater not work." At 3:33 p.m. I called back, as I had not heard anything. At this point, I was told the pool heater was fine. Upon our arrival, we discovered this was not the case.
  
  There were numerous other issues in the house, with the fridge missing shelves, and a drawer cover, along with missing knobs on the arcade games.
  
  In talking with multiple customer service reps, I was told we would be moved in the event of any issues and, as such, reached out to have our reservation moved. I was told this would not be possible until maintenance was out and told they would arrive between 12 and 2. By 3:30, they had not been out.
  
  I attached pictures of the parts of the fridge. Additionally, we had discovered the handrail down to the hot tub was not fully secure and that at least one TV does not work.
  
  We were told compensation would not be discussed until checkout. I was told the best offer would be 15% off our current stay and 15% off a future stay. There will be no future stay and the discount for our stay does not even cover the two days we wasted trying to resolve the issues with our original rental.

  

  Business Response

  Date: 09/26/2023

  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 September 22, 2023, We called and spoke with the guests in regards to the service they were provided while with us as well as the issues they had within the property. We offered the guests a partial refund on the reservation as well as a discount on a future stay. Unfortunately, guests are wanting more of a refund than we are able to offer due to moving them properties as promised and them staying the full time. We are not perfect but do try to resolve all issues and make our guests happy.

  
  We appreciate the time that the guests spent speaking with us in regards to their stay and hope that they come back in the near future for a vacation they deserve and that we know we can provide to them. 

  

  Business Response

  Date: 10/05/2023

  We at Gatlinburg Falls Resort sincerely apologize for the guests dissatisfaction. 

  
  We have been in contact with the guests in regards to their stay and the issues they faced while with us. We do understand the inconvenience of moving properties during their stay and are sympathetic to that experience overall. Although this was inconvenient to them, they asked to be moved to the other property to keep the pool amenity and enjoyed their full stay with us from 9/9/2023 - 9/16/2023. We followed up with the guests at the new property and they said they loved it and appreciated the move to keep the pool amenity. Even with them staying the full time we have offered them a refund of what is fair for the troubles during their stay. At this time however the guests do have an open dispute with their bank and we will be unable to process or offer any further refunds until this is determined by their financial institution. 

  
  We do appreciate the guests time in speaking with us on this matter and again are sincerely apologetic that they did not enjoy the first two days of their vacation as stated in their complaint to us.

  Customer Answer

  Date: 10/18/2023

  Since the BBB response was received, we have discovered that to resolve the dispute we filed, Gatlinburg Falls Resort provided false information, indicating that we never checked in and that no maintenance reports were made. 

  Additionally, we had contacted them to accept the refund offer they had extended, however, they have not responded. Given their lack of response to all other matters concerning our stay and refusal to document information, we do not consider their efforts to be in good faith. They have provided misinformation from before we even arrived and continue to do so. 

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Gatlinburg Falls Resort. They were paid $1,062.11 on 6/9/23. I am filing for multiple reasons. The amenities were not available and/or accessible as advertised. They were unable to provide any time frame.
  I rented this cabin after seeing their ad on the internet & what amenities they offered. See attached.
  They had ample time to prepare for our arrival/stay, ensuring that all amenities were functioning.
  I did see in the reservation agreement under the “Occupancy & Amenities” that they note the following:
  “From time to time, appliances, hot tubs, satellite tv, electricity, etc. will break down or malfunction, with no refund.
  However, our amenities not working were not due to either of the above mentioned.
  (Please reference voice conversation)
  There were several attempts to get some resolution. We were told initially by a female on the phone someone would be there in 2-4 hours. Two hours later I called again & asked to get an eta as it was getting late. I was told, rudely, it would be two to four hours from my last call.
  After the fourth hour approached with no correspondence or person, I called for the third time. I was shocked to hear no-one was coming.
  I was told there should have been a passcode of some sort in my package but the lady at the office said for some reason, there was none provided for the WIFI. She said she would send an email. I asked what the time frame was for that, was it 24-48 hours, up to 72 hours? She replied she couldn’t give me any time frame.
  The following day, there was still no response from Cabins of Smokies, regarding the issues. No one came to the cabin. When I called them in the early afternoon, they were still unable to obtain the passcode or timeframe, I just kept hearing excuses/apologies.
  I feel we were scammed.
  Sidenote: They advertise they have “the cleanest cabins in the Smokies” so “you become a guest for a lifetime”. However, I have video of dead flies in the windowsills & on the floor. There were dead bugs on the kitchen floor, appearing as if it had not been cleaned in some time.
  Broken screen door in living room exit to patio so couldn’t have door open w/out moths & mosquitos flying in (video of that as well).
  
  Sincerely,
  ****** *****

  

  Business Response

  Date: 09/28/2023

  Guests called on the evening of 6/20 to report the TV was not showing any picture and that the wifi was not connecting.  We told them a timeframe of 2-4 hours for someone to come out and address it. Upon the guests' second call to us about an hour after the first one they spoke to the same representative who told them she was waiting on the owner to address this as this was an issue that a service provider would have to resolve for the wifi, but did say that someone would come out and address the TV for her. A little later that evening another sales representative spoke with the guests and let them know since the time was already 10:30 PM and this issue now required the owner and service provider to handle that we passed that info to them and now they would be resolving. Representative did let the guests know that the TV did not work likely due to the Wifi outage as cable television is not listed in the amenities. He told her that he was not sure of the time and he apologized for the issues and then guests disconnected the call.
  
  On June 21st, 2023 at 12:33PM the guests called us to let us know that they were checking out due to the wifi issues and the TV. The guests also stated that they already dispute the charges with their bank and would not be paying for their stay. Per our reservation agreement which states our cancellation policy within the 7 days has the guests to be responsible for the balance of the reservation including if the guests never did show up and if it reeboks with another guest we will allow the guest to use the balance within one year from the date of cancellation. The cabin did not rebook, and the guests have an open dispute with their bank after the two closed out and the bank sided with us. 
  
  We apologize for any issues with the guests' stay and we believe that our guests' experience is a top priority. We take all feedback seriously so that we can amend the issues for current guests as well as resolve so that it is not a problem in the future. Due to the guests choosing to leave the cabin early, it not being rebooked, and them having an open dispute with their bank we will not be able to offer any refunds on this reservation. We have offered a credit towards a future stay to which the guests rejected. We are sorry for any inconvenience or frustration that the guest has incurred due to this and do hope that the guests will give us another chance in the future. 

• Initial Complaint

  Date:09/18/2023

  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.

  I paid $660 for a cabin that was actually located almost an hour from where it was advertised to be when I booked the cabin. The driveway to the cabin was almost too dangerous to even drive on, after arriving at the cabin, we were greeted with a place that appeared to not have been cleaned in months. There was cobwebs and bugs everywhere, the main bathroom was barely usable, hair on the pillows and mouse droppings. We couldn’t get the tv to work. The hot tub was dirty and definitely not usable. Called the company and told them and they said they don’t take care of cleaning or maintenance and that I had to call the cleaning company, so I asked for a refund and I was basically told that I was out of luck and I couldn’t even get a partial refund. I ended up having to get a hotel in the area where the cabin was advertised to be located near.

  

  Business Response

  Date: 10/02/2023

  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 September 23rd and Again on September 28, 2023, We attempted to call the guests in regards to trying to reach a resolution. The guests called us on the day of check in (9/15) after getting check in information early, stating that they were upset with the location and that they wanted a full refund. We explained to the guests that we will not be able to offer the full refund to them as per policy.  They stated they did have cleaning issues within the property as well. This being one of the properties the owners directly oversees the cleaning and the maintenance we had to give the guests the phone number for those services to be rectified by them. Guests chose to leave the property rather than allow the issues to be rectified and restated wanting a full refund. Our cancellation policy states "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". We were not able to rebook their cabin and therefore are not able to offer the guests a refund for this reservation. We understand the guests' frustration and do certainly apologize for any issues. We are not perfect but do try to resolve all issues and make our guests happy.

  We appreciate the time that the guests spent speaking with us in regards to their stay and hate to hear of any dissatisfaction with our guests. Guests can reach back out to us if they would like to discuss further. We are always happy to assist our guests. 

  Customer Answer

  Date: 10/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have tried to contact this company 5 times today alone not to mention the many other times I have tried to reach them regarding this issue. When I booked the cabin online the location said offsite near Gatlinburg which is why I booked that particular cabin to begin with, my confirmation email only said the location was offsite. At some point between the time I booked the cabin and now this company changed the location description, probably due to the numerous complaints this company has received over similar issues. I told the lady that I talked to about the cleanliness of the cabin that it was not my responsibility to contact the cleaning company, these cabins should be thoroughly cleaned when guests arrive and they should not have to come to a cabin with mouse droppings and a brown bathtub and then be expected to spend the time they are supposed to be on vacation relaxing not spending their time contacting a cleaning company to come clean the cabin that was already supposed to be cleaned and waiting for the company to come actually do their job. This company has the worst customer service of any company I have ever dealt with and all the customers complaints they have received against them should speak for itself. This company does not even attempt to correct their unethical practices.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 10/04/2023

  On October 4th 2023, We spoke with the guest and informed him today that we would not be able to meet his request for a refund after a screenshot was sent to us by the guest of an old cabin we had on our program back in 2021 called Dream maker. This cabin is the one the guest is referring to and it is in Gatlinburg as pictures attached show. Although they do have the same name the cabin Dream Maker in Gatlinburg TN is no longer on our rental program and left the program on October 31, 2021. The guest booked online via our Cabins of the Smoky Mountains website on 5/26/2022. This cabin the guest is referring to would not have been available for him to book or even view at that time. 

  We do sincerely apologize for the confusion on this, but as stated previously due to the guests leaving early and not allowing time for issues to be rectified we will not be able to offer refund on the reservation.

   

• Initial Complaint

  Date:09/06/2023

  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.

  We checked in to the “Take Me Away” cabin at Gatlinburg Falls Resort on 31 August-4 September 2023. We walked up the stairs full of cobwebs as well as all 3 back decks being covered with them as well. There were zero bath towels and 3 wash rags in this 5 bed/5 bath cabin for 10 people with one used towel on the back of a bathroom door, ripped and wrinkled carpet, and barely equipped kitchen. Then we noticed one of the bedrooms and attached bathroom had no power except one GFCI in the bathroom. In a nutshell I called customer service at least 10 times, and had 5 “Maintenance Technicians” with no electrical experience and no tools come and say they didn’t know what the problem was. Then the next day we had 2 “Electricians” come to look at it. Before we left I called for a trash pickup and they told me to put it on the front porch and someone would be by to pick it up. We then got a call from the older kids here at the cabin 7 hours later saying that there was a bear on the front porch because they never came to retrieve the trash. I then called again and someone finally came and picked it up after the bear had went through it. When we came back, not only was the problem not fixed but an additional bedroom on the main level had no power. I was able to talk to one manager in person who said we will get at least 20% refund on checkout but that was also before the additional room lost power. I do not have a lot of confidence that they will follow through with it but I will not let it slide. After 3 days of dealing with this issue while on vacation, we were just told that they cannot do anything about it during our stay because they will have to open walls and they have no other cabins available for us to move to. Now, after check-out I received an email offering 15% in which I declined. I have the email from the manager stating at least 20% will be refunded and that was before all of the other issues that followed. I am requesting 35% refund and am getting the run-around.

  

  Business Response

  Date: 09/18/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction to the guests while they were staying with us. We take all complaints seriously in order to get them resolved for the guests and ensure that they do not happen again for the future. We want all of our guests to come back year after year for their vacations.
  
  We spoke with the guests regarding this complaint and the issues they had during their stay. We were able to come to a resolution of a partial refund and also a gift certificate on a future stay so that the guests can return for the vacation they deserve and that we know we can provide to them.
  
  We appreciate the guests feedback in regards to this matter and do hope that they come back in the future to stay with us!

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not accept this offer as stated to ***** from Guest Care Lead @ Cabins Of The Smoky Mountains. ***** had called me on the phone on 7 September 2023 at 1150 am in which he offered the same response. After he sent the email confirmation that I did not respond to, I called him back because I must have missed understood him when he said that they would give me the remaining 15% back on a gift certificate to stay at their property. I told him I would not be accepting this because I will never be staying with their company again and that is just giving the money back to a company that apparently does not care about their gusts or properties. He said he was going to contact his customer relations manager and call me back within 30 minutes and I never received a call or message back. We had two families that were inconvenienced by not having power in their bedrooms and their bathroom not including all of the other issues that were stated in the complaint. Asking for a 35% refund in beyond generous on my part and not unreasonable to ask. I am requesting a 35% refund of $1,097.85.
  
  
  
  Sincerely,
  
  
  
  **** *******