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:08/08/2023

  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 visited this result Aug.3-6 2023. From the first night there was issues. I called ways told someone was coming, however no one ever did. The pool area and the movie room as well as the games in this area could not be used. The air an this whole done stairs area was not working. The thermostat was at 87 even doe we lower it to 66. Once again reported it and no one ever came, someone called and stated they would send a technician out, never did. In the pool room there was mold on the seat cushion, on the inside of the rim of the washing machine. Which this is a health issue. No one ever came out to even check it out. There is so much that was wrong including not clean up as they promised it would be. I call everday never being loud and asking for assistance with the problem. We could not used the most important room because it was a health to go down there with the heat outside being in 3 digit and down there 87. Please I need help with this issue. Thank you ***** ********

  

  Business Response

  Date: 08/08/2023

  We at Gatlinburg Falls Resort are very sorry to hear about this experience and appreciate the guests time in speaking with us today regarding their stay. 
  

  We came to a resolution of a partial refund and a discount off of a future stay. Guest was satisfied with this.

  We thank the guests for their time and do hope they come back in the future for a much better experience with us! We will be happy to provide that! 

   

• Initial Complaint

  Date:08/01/2023

  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.

  26July-31July 2023
  Gatlinburg Falls Resort
  Rented resort through Gatlinburg Falls Resort whuch stated it accomodated 10 people and offered 20 amenties. Upon arrival immediately had to contact to get door code. Once inside noticed tvs were not connected to anything, there was no kitchen, and the cabinets were completely bare. There were no utensils, no cups, no dishes, and a couple pots were in one cabinet. There were no towels. And next to front door entrance there is a 15 ft drop off without a rail. We called Gatlinfalls resort and told them everything thst was wrong and they said they woukd rush some dishes out. They never showed up. At midnight the first night a maintenance guys knocks and says he was there to hook up tvs, then immedately states that they arent ready for hook up. And that the place itself isnt ready for rental and hat we shouldnt even be in it yet. He leaves trash bag of towels and leaves. We call Gatlinfalls back and they keep telling us our complaints are in they system and that upon checkout we will be compensated. The second night we found scorpion crawling up the walls in bedroom and the front door wont lock because the door gets stuck and this area has bears. The unit didnt have fire extinguisher and all the vabinet doors were installed backwards.
  Gatlinfalls refused to relocate us to another cabin and after spending 1200$ on this place we had to spend additional money because of the missing amenities and constant eating out due to no kitchen. We spent over 250 a day eating at restaurants when our original plan was to cook. They should have refunded this since it wasnt even ready to be rented per their own maintenance team.

  

  Business Response

  Date: 08/02/2023

  We at Gatlinburg Falls Resort apologize for any inconveniences imposed to the guests during their vacation. We want all of our guests to become returning guests with us. We take all feedback and complaints seriously in order to resolve them and also to ensure that they do not happen again in the future. 

  On August 2nd we did reach out to the guest so that we could go over the issues with them and make things right with them in regards to the issues they had during the stay. We came to an agreement of a partial refund. 

  Again we are terribly sorry for the guests experience with the cabin they were in and hope they get a chance to come back to the area to enjoy a much better stay. 

  Customer Answer

  Date: 08/02/2023

  
  
  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:07/31/2023

  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.

  Business known as Cabins of the Smoky Mountains. Stayed at Mt. Leconte Lodge from 6/28 to 7/2, 2023. After over twenty, phone calls over the entire length of the stay none of the following issues were ever resolved.
  
  After checkin noticed water on the floor at bottom of steps to lower level and lights not working in most of the main area and both bathrooms! Handyman arrived saying he could not determine problem and would let office know we needed an electrician. Two more handymen came, one from another rental company and both said they could not fix the problem and would tell office we needed a professional electrician. On 6/29 Amanda at the office said no action until after 10 AM; no action.
  
  On 6/30, it rained and roof leaked into upper level bedroom and then into next level bedroom. Called at 9:39 AM. We called around 5 PM for 30-minute call after still no electrician and now a leak. On 7/1 more rain in house again; more calls with no response. Other issues, more minor, but included hot tub not working (85 degrees max and cover a shambles), only three usable rockers on one of three porches, odor from sewage collection off back left corner of house back when wind was wrong, trash all over ground to left of fence at back of house, one sofa extremely tattered in main floor living area, return air grates looked like they were moldy, but actually just very rusted, kitchen counter top cracked and some poor attempt to repair, and view from hot tub must have been photo-shopped as it was nothing like ad for cabin. Pictures available reflecting most of issues and how the cabin was not what online booking reflected.
  
  In total, over 20 calls and left house on 7/2 with problems totally unaddressed. Drone recording. available of roof condition.

  

  Business Response

  Date: 08/16/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction to the guests stay while with us. We take all feedback seriously in order to resolve issues for current guests as well as ensure that they do not happen again in the future. It is our goal to have all of our guests to become returning guests with us.

  On August 16th, 2023 We did reach the guests and discuss the stay with them. We were able to come to a resolution of a partial refund for the issues not able to be amended during the guests stay due to needing outside vendor work done and also offered them a discount on a future stay with us so that they can come back and have a much better experience with us.

  We again sincerely apologize and acknowledge the time spent in speaking with us in regards to their stay. We hope the guests come back for the vacation they deserve and that we know that we can provide to them. 

• Initial Complaint

  Date:07/31/2023

  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 booked a cabin with Gatlinburg Falls Resort (5 O'Clock somewhere) for 6/17/23 to 6/22/23. I paid the deposit amount of $526 on 5/18/23, the remainder of $2115.73 was paid on 5/22/23. We checked into the cabin on 6/17/23, on 6/18/23 we noticed minor issues including broken door knobs, loose deck boards and dirty floors. Conditions were reported to the front office. On the evening of 6/18/23, water leaked from the 3rd story bathroom tub/shower to the downstairs kitchen and onto the bottom floor onto the pool table. Water soaked the main floor carpet and main floor bathroom. The 3rd floor tub had a large crack in it that had attempted to be hidden and repaired cheaply. After some research a review of the cabin on VRBO website the same issue with the leaking tub was reported in August of 2022. This was very concerning given the existence of mold in the bathroom as well. One occupant was immune compromised and on oxygen.
  
  On the morning of 6/19/23 I went to the front desk of Gatlinburg Falls Resort and told them what had happened and said we felt all this added up to a safety and liability concerns and were checking out. They added the crack and water "issue" to their request form but gave no timeline of repair. The front desk clerk spoke to her supervisor and then said to dispute the charge with the credit card company as the resort would not provide a refund. I left and did just that. At no time did the resort offer anything for a refund for compensation or even to move our cabin location.
  
  We filed a dispute on 6/19/23 with American express, and were later denied refund by the credit card company.
  
  I am seeking a full refund of $2641.73 from Gatlinburg Falls Resort, the cabin was falsely advertised as a "Luxury cabin" and the fact that the tub/shower issue was known well in advance and never permanently fixed. The cabin was far from a luxury and the company is nothing less than a fraud, offering no refund or compensation in return, even with an early check out.

  

  Business Response

  Date: 08/15/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction the guests had while staying with us. We take all feedback seriously in order to gain resolution to the issues for guests as well as ensure they do not happen again in the future.

  Guests rented one of our properties from June 17th 2023 until June 23rd, 2023. 

  On June 18th, 2023 the guests came into our office and spoke with a representative about needing blankets, A pillow, and a set of queen sheets for the sleeper sofa that were not there upon check in. Representative in office also placed a work order for a shower door dangling and a laundry door knob that would pop off. The representative placed those requests in accordance with procedure which were addressed within 4 hours, our typical timeframe for such requests of 2 to 4 hours from the the time of placing them.

  On June 19th, 2023, The guests reported to us a shower was leaking in the late afternoon. This was the only item that was not fixed during the guests stay and due to requiring work from an outside vendor. Upon the report to the representative in the office at 3:42 PM the guests stated that they were tired of waiting on item to be fixed asked for a full refund. We told them we would not be able to offer them a full refund but would be happy to discuss compensation with them upon their checkout. They did not want to wait on this and chose to leave the cabin. Guests lets us know that they would be disputing the charges with their bank.

  Currently there is an open dispute with their credit card company. We are unable to meet the guests request of a partial refund or billing adjustment due to this open dispute. 

  We do apologize for the experience the guests had and would be happy to discuss options once the dispute has been determined from the bank. 

   

  

  Business Response

  Date: 08/21/2023

  We at Gatlinburg Falls Resort are sincerely sorry for the guest dissatisfaction with 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 again are very sorry that the guests' experience was negative with us, but we do have a lot of guests that have great stays with us and have left us 5 star reviews on many platforms. Our positive reviews far outweigh any negative reviews.  We are not perfect, but always try to make it right with the guest.
  
  We resolved the issues while the guests were in house with us upon receipt of their dissatisfaction. We were not able to resolve the leak from the shower, as stated previously, due to it requiring the scheduling of an outside vendor to complete the work in the property. The guests chose to leave due to this, and were told we do not refund for leaving early, not that we would not compensate them for the issues. 
  
  
  Again we are very sorry that the guests are dissatisfied with their most recent stay with us,  however we are unable to issue or discuss any form of compensation due to an open and ongoing second dispute with their financial institution that has previously been won in our favor.

  Customer Answer

  Date: 08/27/2023

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

  This business has very poor business practices. At no point were we ever offered compensation or a different rental cabin. There were no solutions offered to our very poor stay at this resort. All disputes with the credit card company are now closed and no solution concerning compensation has been made. We still feel we are owed a full refund due to falsely advertised "luxury" cabin. The fact this company knew of these issues and still rented a defective cabin shows where their priorities lie. The lack of offering any refund due to our troubles is also very poor hospitality. At the very least this business should off a partial refund for the nights that we did not stay. If no agreement to compensation can be made through the BBB then we will be forced to take legal action.

  
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:07/17/2023

  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.

  Rented a cabin for 5 nights, we arrived at night and immediately called reporting the cabin was not clean at all, there was dust everywhere, dirty sheets and blankets (one was stinking, vomit!), restroom and kitchen same case... and a couple of infrastructure issues (leaking shower, WiFi, light bulb, broken sofa). Since then I've called everyday at least 3 times to get things fixed. An inspector came after the first night and confirmed the case, she even took with her the dirty sheets... for the next 2 nights we had a bed without sheets!
  They only fixed the wifi access, light bulb and shower leaking.
  I was told everytime that I had nothing to worry that they will fix things while I'm enjoying my time in the national park. Nothing of that happened, I returned late every night and it was all the same way.
  This is going to be the 3rd night, just returned and it's late for me and my family to move away. but tomorrow I'm leaving. I've asked for a refund every single time of my calls to their service phone number. Negligence to the extreme.

  

  Business Response

  Date: 08/17/2023

  Thank you for you communication on this matter. We at Gatlinburg Falls Resort sincerely apologize for any dissatisfaction our guests experienced during this most recent stay with us. We take every complaint seriously and will always do everything possible to make it right with our guests, as well as doing our best to ensure it will not happen in the future. It is our sincerest hope that all our guests become return guests for many years.

  Since this stay has ended, we have reached out to the guests again. Upon speaking with them on  8/17/23, we were informed that they would not accept anything less than three nights back and the cleaning fee. We explained to the guests the steps we had taken to improve their stay along with the refund we could offer them. We did let the guests know that we would not be able to meet the request of 3 nights back and the cleaning fee for the property- since they stayed in the condo for three of the 5 nights. We do greatly apologize to the guests for the inconvenience they experienced while vacationing with us. However, the guests stayed in the condo and we resolved all issues minus the cracked mirror door that had to be ordered and a hole under the sink as well as caulking. We did everything in our power to remedy the situation for the remainder of their stay. The guests chose not to stay at the condo despite our efforts. We always believe the guests’ experience and happiness is a top priority, and because of this we happily offered a refund to them. However, we do not feel the amount they are requesting for their stay is warranted based on our efforts. We appreciate Mr. ******* time and hope that in the future we can have another chance to give him the vacation we know that he deserves and we can provide.

  

  Business Response

  Date: 08/18/2023

  We at Gatlinburg Falls Resort sincerely apologize for any dissatisfaction or miscommunication that the guests have received from us in regards to cancelling their reservation with us. We want all of our guests to be satisfied and return back to the area with us!

  On August 18th, 2023 We did reach out to the guests and made contact with them. We were able to come to a resolution based on the cancellation date being honored as 7/28/2023 and have offered the guests a partial refund and to use their deposit towards a future stay with us for one year from the date of cancellation. In order to process this return guests have open dispute that they have agreed to close out so that this can be resolved fully. 

  We appreciate the guests time in speaking with us and look forward to making their trip to The Smokies an enjoyable one in the near future!

  Customer Answer

  Date: 08/25/2023

  I've accepted last proposal from the business, not to my satisfaction as I still think the base was to be refunded for the Cleaning Premium Fee and the days I didn't stayed on their cabins. but I was tired of hearing them. Worst experience ever. A lot of contradictions on their proposal and business excuses.

• Initial Complaint

  Date:07/12/2023

  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.

  The place was not clean. We had to clean it ourselves, go buy all of our own products to clean. Had no hand towels or wash cloths. They didn't care and they took the wash cloths we bought. Hot tub was broken. Drawers were dirty and had other peoples hair in it. 2 beds were not even made. Took videos and pictures of everything. They go by several company names. Serene ravine cabin 635 greenwood way pigeon forge. Asked to speak with management and still can't talk to one.

  

  Business Response

  Date: 07/24/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction to the guests incurred during their stay. We want all of our guests to enjoy themselves and continuing returning with us year after year. 

  We reached out to the guests in regards to the issues they had during the stay.  We agreed on a partial refund for those issues.

  Again we apologize for any inconveniences posed to the guest and their family during their stay and appreciate the time taken to speak with us. We do hope that the family is able to return in the future for a much better experience should they chose to come back with us.  

  Customer Answer

  Date: 08/01/2023

  I received a partial refund. 

• Initial Complaint

  Date:07/03/2023

  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.

  ******* Parkway Paradise
  ConfirmationID#629216
  Total$1063.02
  Customer Service # 866-347-6659
  July 1st events. Received confirmation via email at 3:30 PM unit was available for check in. Arrived at 4:20 PM,front door of the unit standing open, and people inside. Called customer service. A male answered the phone and we explained the situation.He stated he did not know who it was as the unit was released at 3:30 PM for check in.Unit failed cleaning inspection and had to be cleaned again. He said that the unit would be released by 5:30 PM and we should leave and come back at that time.He did say he would give 50% off first night stay due to inconvenience.
  Arrived at the unit again at 5:45 PM, upon entry we saw the back sliding door was standing open approximately an inch. Tried to close the door, was able to pull shut after several attempts. Noticed that the lock on the door handle was jammed and would not lock. The door appeared to be have pried opened from the outside, strike plate damage and pieces broken. Called customer service at 5:54 PM. Female answered the phone, told us repair tech would be sent and the wait time was 2 to 4 hours, but could not guarantee that time frame. She suggested leaving and coming back. We left.
  Arrived 9:45 PM to find the door lock had not been fixed. Called customer service number. We explained the issue multiple times. She suggested placing a broom stick inside of the track to secure the door. She stated that they were on call until midnight, no guarantee someone will come. Cockroaches were crawling out of kitchen cabinet. Reported, with no response. Asked about assistance with another place to stay for night, none offered. July 2nd -
  call at 11:15 AM from ***** at the Hidden Valley office inquiring about stay. Informed her we were no longer at the unit as we left last night, as nothing was resolved and didn't feel safe and had bugs. Reservation was cancelled.

  

  Business Response

  Date: 07/10/2023

  We at Gatlinburg Falls Resort do apologize for any issues or inconveniences that were faced during your stay. We take all feedback seriously in order to gain resolution for current guests as well as to make sure that it does not continue to happen. We want all of our guests to come back year after year for a great vacation.

  Since the guests have checked out, we reached out to them in regards to this complaint on July 4th and again on July 6th. On July 6th we came to a resolution with the guests of a partial refund and money to use towards a future stay with us. We appreciate the guests time in speaking with us and again we apologize for the inconveniences faced. 

  We do hope that the guests are able to return in the future for the vacation we know they deserve and that we can provide to them. 

  Customer Answer

  Date: 07/12/2023

  
  
  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:06/26/2023

  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.

  Booked Deer Crossing Cabin thru Gatlinburg Falls Resort from June 5th to June12th 2023.Cabin was dirty when we arrived,had to send cleaners out.Cabin was still dirty...vents had years of dust and crud on them.Back door had large gap at bottom which we had to stuff towel in to keep insects and who knows what from getting in cabin.Main floor bathroom had no exhaust fan,which i believe is against code,only light in shower area was battery operated stick up closet light,dangerous in my opinion.Wife has had knee replacement and had to hobble downstains to shower,that bath had no mirrow.Cabin was advertised as having amazing views of smokey mountains..no view at all.Called company everyday to voice our concerns..was often on phone foe 30 to 45 minutes...not my idea of time well spent on vacation.Company kept telling us we would be compensated at check out..never happened .This company is horrible and the customer service is acrock..Spent $1438.00 for that lousy cabin.

  

  Business Response

  Date: 07/05/2023

  Thank you for you communication on this matter. We at Gatlinburg Falls Resort sincerely apologize for any dissatisfaction our guests experienced during this most recent stay with us. We take every complaint seriously and will always do everything possible to make it right with our guests, as well as doing our best to ensure it will not happen in the future. It is our sincerest hope that all our guests become return guests for many years.

  Since the stay has ended, we reached out to the guests to discuss this matter. We always believe the guests’ experience and happiness is a top priority, and because of this we happily issued a partial refund to them.  We appreciate Mr. **********'s time and hope that in the future we can have another chance to give him the vacation we know that he deserves and we can provide. 

  Customer Answer

  Date: 07/07/2023

  
  
  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:06/12/2023

  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.

  We have stayed numerous times since 2014 and have never had any problems. We were very disappointed in our cabin and will never stay there again. We asked to speak to the Manager several times and no one has called us back.

  

  Business Response

  Date: 06/21/2023

  Thank you for you communication on this matter. We at Gatlinburg Falls Resort sincerely apologize for any dissatisfaction our guests experienced during this most recent stay with us. We take every complaint seriously and will always do everything possible to make it right with our guests, as well as doing our best to ensure it will not happen in the future. It is our sincerest hope that all our guests become return guests for many years.

  We have been in communication with the guests and have come to the resolution of a partial refund for the issues and also a discount to be used on a future stay. 

  We appreciate Mr. ******* time and hope that in the future we can give him the vacation we know that he deserves and we can provide. 
  
  

  Customer Answer

  Date: 06/21/2023

  
  
  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:05/15/2023

  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.

  My family and I booked “Hidden Haven” with Gatlinburg falls/Cabins of the Smokies for our trip on 05/12/2023-05/14/2023, upon arrival we noticed the cabin looked drastically different than the advertisement online. This cabin was advertised as having an outdoor grilling area, jetted tubs in all of the rooms, a hot tub, a 1st and 2nd level decking area, 19 foot exterior theatre, indoor theatre and game room. We attempted to check in at 2:00 P.M on the 12th but were told that was not possible due to the cleaning crew being at the residence but after arriving there at 4:00 it was painfully apparent that the cabin had been lightly cleaned if that, as there were crumbs all over the carpets and floor, hairs on the beds, the master bathroom was absolutely disgusting, a shower upstairs as well as a shower on the bottom floor were riddled with mold, “clean” silverware appeared to have dried food on them. The dishwasher at the cabin was non functional, the 19 foot outdoor theatre was ripped, both levels of decking were unusable due to extremely loose railing/banisters. We had children on the property and were worried they would easily break through what was left of them. We killed several roaches throughout the property, the downstairs beverage chiller was leaking water into the floor, there was food caked into the creases of the theatre seats on the bottom floor. Overall, this is a poorly managed and upkept cabin that should not be available for public stay.

  

  Business Response

  Date: 05/30/2023

  We at Gatlinburg Falls Resort thank the guests for their time in resolving this matter. We take all feedback seriously in order to address it for current and future guests with us. 

  We did reach out to the guests and come to a resolution that made the guests happy. We again are very sorry to hear of any issues during the guests stay and will work harder for their next stay with us so that they can have the vacation they deserve.