Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2023

  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.

  We called paid for a cabin for three nights we could t get then to send us directions or code until the next day but still had to pay for night that we were u able to stay. Then we decided to try our luck again .we ask for cabin for 7th through the 10th we were charges for 6th through the 9th . Unaware we didn't show up till the 7th but there mistake again we had to pass away another night. Been staying here for over 17 years married here and have never been more disappointed in the way I was treated and the way it was handled . I have spent thousands here . Apparently repeat business isn't
  important .

  

  Business Response

  Date: 05/17/2023

  We at Gatlinburg Falls Resort are terribly sorry to hear about any miscommunication on our part and did reach out to the guests on May 15th with a resolution of a future stay discount so they can enjoy the missed day on another reservation with us. Again we do apologize and look forward to the guests returning with us to in the future with a much better experience and customer service.

   

  We thank the guest for her time in allowing us to help correct this with her.

• Initial Complaint

  Date:05/09/2023

  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 stayed at a cabin with gatlinburg falls in January for my wife’s birthday. We paid right under $800. We were charged a cleaning fee, support fee, and hot tub fee. The cabin was not clean and had cobwebs, dust, dirt, and hair throughout. Mouse poop was all over the upstairs bed and in bathrooms, kitchen, and corners of the cabin. We cleaned up a bit and attempted to alert the resort but received no answer. The next night we saw a mouse run across the floor. I alerted the resort who said they would send pest control to check and asked when I would be available. I told them to come out the next day as we were intending to relax that day and try and enjoy vacation. A few hours later a man let himself into our cabin while my wife was in the shower and I was in the middle of getting dressed and attempted to argue with me when I asked him to leave till we were decent. He stated he was pest control and that both he and the resort were aware the cabin we were staying in had a mouse problem, but there was nothing they could apart from setting traps. This was never disclosed to us during the reservation. The next day we woke up with mouse poop all over our bed and in our luggage. When I went out to the kitchen to make coffee, two mice ran across the floor and into the sofa. I alerted the resort again who told us they had no other cabins available nearby and we would have to drive over an hour away to a different cabin if we wanted to move. I stated I wanted a refund instead and we were leaving early. I was given a small refund the next day that did not cover even the cleaning fee much less us having to leave the cabin early from the health risk it posed. We attempted to move to another bed in the cabin for the night and found live mice in it as well as mouse poop everywhere. I would like a refund in full for this stay as this was by no means a “luxury vacation”.

  

  Business Response

  Date: 05/17/2023

  We at Gatlinburg Falls Resort are sorry to hear of any dissatisfaction with the guests stays. We want all of our guests to become returning guests with us and appreciate the time the guests took in speaking with us on May 12th, 2023. 

   

  Due to the issues the guest experienced we offered a partial refund and also a discount on a future reservation. The guest was happy with this resolution. 

   

  Again we thank the guest for the time put into allowing us to make this right with them and for future renters of Gatlinburg Falls Resort. 

  Customer Answer

  Date: 05/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  As I stated on the phone I do not accept the partial refund as the resort was aware the cabin had a mouse infestation and still rented it out. 
  

  furthermore, the manager informing me they are angry I want a refund is very unprofessional. 
  

  Last I was told on the phone by the business, they would attempt to get a larger refund.

   

  the resort stated they were only offering a partial refund because they offered me to move on my final night after 10pm. However, I made them aware of the mouse problem very early in our stay and they did nothing.

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

  

  Business Response

  Date: 05/19/2023

  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 **** always do everything possible to make it right with our guests, as well as doing our best to ensure it **** not happen in the future. It is our sincerest hope that all our guests become return guests for many years.
  Mr. ******** and his family stayed with us in High Bear Nation from January 12, 2023- January 19, 2023. In accordance with our usual procedures, we reached out to the guests on January the 13th. This was a courtesy call to see how they were enjoying their stay and if they needed anything we could provide. Mr. ******** stated that everything was going well but that he did have a question about the non-smoking sign. We advised him that he was permitted to smoke on the deck of the cabin as long as they picked up the cigarette butts and discard them safely into the trash receptacle upon checkout. Mr. ******** agreed to these terms; and we thanked him for his time and advised him to reach out to us if he needed anything else during his family’s stay.

  On January 17th at 1:00 PM, Mr. ******** called us and reported that upon his return to the cabin for dinner, his wife noticed that there were mice feces in the cooking pans. We immediately placed a high priority maintenance request for the matter to be investigated and handled. However, Mr. ******** requested no maintenance service as he would prefer to be left alone in his cabin until the following day, January 18th, 2023. In accordance with our usually procedures, our services department contacted an outside vendor to handle the possibly pest issue at this property. Unfortuntely, the third party vendor did not adhere to the guest’s request for no service on 1/17/23. The vendor arrived at the cabin that day to promptly handle this issue, but he was turned away at the door by Mr. ********. We do greatly apologize for the inconvenience and miscommunication with the outside vendor during this process, and we hope to avoid this same situation in the future by double checking all dates and arrival times with these third party vendors. 

  
  The guests reached out to us later in the evening on 1/17/23 via Live Chat stating they were unhappy with their stay, so we gave them a call. We offered to move them to a different cabin, so they could enjoy the remainder of their vacation. Mr. ******** asked if the new cabin would be in the same location. We informed him that we didn't have any available cabins in that location, but that we could move them to another cabin that is relatively close but not in the same resort. He stated that we would speak with his wife and call back. 

  
  Mr. ******** promptly called back and requested to speak with the representative that had just offered to move them to another cabin. Unfortunately the representative he had spoken with was assisting another guest, and Mr. ******** was transferred to her voicemail. This representative did reach back out to the guests less than half an hour later by phone, but she was unable to make contact and did not receive any return calls.
  We did not hear from the guests again until the following evening via Live Chat. They stated that they would be checking out that night rather than the following morning. The guests reached out the next morning after checkout to discuss their stay. During this conversation, we decided some compensation was appropriate given the issues they’d faced during their stay. A refund was issued to these guests on 1/19/23. 

  
  Since this stay has ended, we have reached out to the guests again. Upon speaking with them on  5/17/23, we were informed that they would not accept anything less than a refund in the full amount of their stay. We explained to Mr. ********  the steps we had taken to improve their stay along with the refund already issued. We let Mr. ******** know we did not feel a full refund was appropriate for these circumstances. We do greatly apologize to the guests for the inconvenience they experienced while vacationing with us. However, the guests stayed in the cabin without complaint for 5 nights without any issues or calls to us. Upon learning about the pest issue they discovered on 1/17/23, we did everything in our power to remedy the situation for the remainder of their stay. The guests chose not to allow a vendor inside the cabin to investigate and repair the pest issue, and they also denied us when given the opportunity to move to another cabin. We always believe the guests’ experience and happiness is a top priority, and because of this we happily issued a refund to them. However, we do not feel a full refund for their stay is necessary. 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. 

• Initial Complaint

  Date:04/24/2023

  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 rented Tuchaleechee Cove cabin through Gatlinburg Falls The house had not been dusted since it was built. We rented for a week and there was 5 towels. 1 thin blanket per bed. No extra blankets or linens. The refrigerator handle was broke and glued back on. The kitchen faucet sprayed water out the side when you cut it on. We had a rat up stairs that we had to go buy rat traps for. We even lost power for one whole night! The hot tub was disgusting and had stuff floating in the foamy water. Literally - see the pictures. NO ONE would want to get in this hot tub. GF gave us the number for Top of Townsend which is a cell number. They said they rent the house for Top of Townsend. That may be true but all the money we paid went to Gatlinburg Falls. Every debit was by Gatlinburg Falls. we could never get in touch with them. Since leaving I have called 100 times and texted and cannot get any response. A few days after we got back home I received an email from the GF saying top of Townsend was charging $287 for smoking in the cabin. Which was ABSOLUTELY UNTRUE. Said we needed to contact top of Townsend and again we’ve tried a hundred times with no answer. Customer service Alex with the GF said there was no evidence and they were 99% sure they could refund the money and will call me the next day. Next day no return call. Following day I called and left a vm. No return call. Called again, another vm. Called again and spoke with Steven and he said he didn’t see any of that and he would have to pull phone records to see if he actually said that. He acted like we were lying and he was very loud, rude and obnoxious. Now we have rented with this company and stayed at this same house several years!!! There was several times he was shouting at my husband on the phone with us. He said he would give us a call back and let us know the outcome as they were pulling audios from the phone calls that day. Once again, a week has gone by and no call back. I should be asking for a refund because of all the issues we had during the stay.

  

  Business Response

  Date: 04/25/2023

  We at Gatlinburg Falls Resort appreciate the guests bringing these issues to our attention. We take all feedback seriously in order to meet our guests needs as well as to ensure that we will not have the same issues in the future for future guests.

  On April 24th, A member of management did speak to the guests in order to come to a resolution regarding the charges that were made to the guests card for smoking in side the residence per the cleaners that reported a smoke smell. We ultimately determined that the guests were not at fault for this and we refunded them the charge on April 24th. 

  On April 25th, Another member of management did reach out to go over the issue the guests had regarding the hot tub at the property. We apologize that the guests has any negative experience and were more than happy to make this right with them. We came to a resolution of a partial refund and a future discount on a stay with us that does not expire. We appreciate the guests time in speaking with us and look forward to them returning with a much better experience. 

   

  Customer Answer

  Date: 04/26/2023

  
  
  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:04/17/2023

  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.

  I stayed at Gatlinburg Falls Resort from 4/10/2023-4/14/2023. I was promised great service, and a jacuzzi tub that I'd be able to "turn on the jets, relax and unwind in". However, day 1 I noticed the jets did not turn on. I notified guest services immediately, they assured me maintenance would fix the issue. Maintenance never showed. Day 3, I reached out again, this time I tried adjusting the button, and the button completely came out. Then i realized the jets never worked! There is not plumbing in this jacuzzi tub! Guest services again, assured me that Maintenance would be out to fix the issue, they never showed. I called a third time, and still never showed. I have reached out to management and they have refused to return my calls. looking for my hard earned money back and for the company to stop advertising jacuzzi tubs that they know do not work.

  

  Business Response

  Date: 04/24/2023

  We at Gatlinburg Falls Resort apologize for any dissatisfaction with the guests stay. We take all feedback seriously in order to resolve those issues with the guests as well as making sure that these issues do not happen again in the future. 

  On April 22nd we had a member of management reach out to discuss the guests stay. We came to a resolution of a partial refund for the issues as well as a discount on a future stay for the guests to come back and have a much better experience. We appreciate the guests time in speaking with us on this matter and again do apologize about the inconveniences they faced during their stay.

• Initial Complaint

  Date:04/10/2023

  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.

  There virtual check in doesn't work well & you're not verified you have a reservation until you receive a check-in code (very stressful when traveling) The hot tub didn't work. It's motor sounded like a chainsaw & the water was cold. It was so loud you had to unplug it. We called at 4 PM & the tech got there at 10:30 PM. He said it smelled like wires were burning & to unplug it. A skilled tech came the next day & just plugged it back up - didn't fix anything. The ice maker didn't work. There was only 1 towel for a cabin that sleeps 6. We called at 4:00 & kept calling all night. Finally after we went to bed at 11:30, they showed up with towels. It took over 7 hours. No quilt on the bed. No chalk for the pool table. Inadequate or old scraped pans for the kitchen. Pool table desperately needs recovering. Bear proof trash can was dented so it was also human proof. Had to used a pool stick to keep the laundry room door closed to keep the noise down. Fan above bed rattled terribly bad. They replaced floors in the kitchen & nailed a 2x2 across the entrance that I kept tripping over. Apparently, the deck/railing is starting to fall away from the cabin. They have "fixed" it with a 2x4 just nailed to a railing on both sides. It does not look safe & may even be a code violation. Railing are not very secure. Was promised compensation for all our troubles, never got it. The manager called me the next day & she was very concerned about our problems. She promised me we would be compensated for all of our troubles. Still waiting. Never did talk to her again. I called the day we checked out & was told she would be calling me within in the next 2 hours. It's now been over 2 weeks. We always stay at Legacy Mtn & know the cabins are getting older. We expect a few minor things to be wrong or old...carpet that needs replacing & creaky floors & worn furniture. This was the worst cabin ever. We were only there for 2 nights & basically lost the 1st night due to all the frustrations.

  

  Business Response

  Date: 04/11/2023

  We sincerely apologize for any dissatisfaction with the guest stay or service provided. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests. 

  On April 11 , 2023 We spoke to the guests regarding their complaints about their stay. We came to a resolution of a partial refund and discount off a future stay. We certainly want to leave a better impression and hope on their next stay with us they are fully able to get the experience they are looking for with us! We appreciate the guests time in speaking with us and again apologize for any dissatisfaction. 

  Customer Answer

  Date: 04/14/2023

  I am pleased with the offer of Gatlinburg Falls Resort to resolve this issue and will give them another chance. 

• Initial Complaint

  Date:03/20/2023

  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 booked a cabin for three nights from March 16 through the 18th. The cabin was advertised as having 3 bathrooms and 3 showers, an outdoor movie projector and several other amenities. When we arrived at the cabin around 3:00 we noticed right off that the tv was on and showing no signal. The master bedroom had a bathroom but no shower and the only outlet did not work. The tv in the master bedroom also showed no signal. Our boys went downstairs to find that the projector not only didn't work, it wasn't even there. We did receive an email at 9:00 that morning that the projector didn't work. As the boys were unpacking they found crumbled up pop tarts in one of the drawers and trash in the floor. Some of the remotes to the tv's upstairs were missing batteries and the lights over the stove did not work. The gas logs would not burn (even though the pilot light was burning.) We even found a ratty Barbie doll by the headrest of the couch. We called about the tv's and the lack of three showers. We were told that someone would be out to check on the tv's and see what they could do. The lady on the phone was polite and said it might be an Hour or two. No one showed. The next morning we called again and also brought up the gas logs. The lady said someone would be there that morning. We went out and when we got back nobody had been there. We went directly to the office to speak with someone. The lady was very nice and apologetic and said we would see someone by 4. At 8:30 a gentleman showed up with two remotes and batteries but nothing would work. We were informed the logs hadn't worked in some time and that the projector was stolen some weeks ago. We were told we would be compensated at checkout for lack of amenities. We paid 1200$ for 3 nights and were offered 125 reimbursement and 15% off our next stay. They refused any more money refunded but offered 30% off. We have no desire to stay after the lack of service and poor representation of the cabin so a discount is useless.

  

  Business Response

  Date: 03/20/2023

  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests.

  On March 20, 2023 we spoke with **** ****** regarding her stay with us and the issues she had in the property that she rented with us from 3/18-3/20 2023. Wecame to the resolution of a partial refund for the missing amenities and other issues they had while staying with us. We appreciate **** ******** time in speaking with us on this matter and hope to have her and her family return in the future to have a much better experience. 

• Initial Complaint

  Date:03/14/2023

  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.

  In March 2023, we paid $6268.90 to "Cabins of the Smoky Mountains" in the "Gatlinburg Falls" community for the "Eight is Enough" Cabin for a 6 night stay. The cabin is advertised to "accommodate 24 people", have a "well equipped kitchen" and claims to be "Where luxury Meets The Mountains." However, it was a disaster in the mountains! The cabin is in terrible condition with dangerous & unsanitary living conditions. Toilets don't work, dishwasher leaks, showers dont work, showers are missing handles, shower doors are off the shower & on the floor, bathroom cabinet doors are off the cabinets and are laying on the floor, toilet paper holders are broken, lights don't work. Broken: door locks, kitchen chandelier, chair legs, foosball table & pool table legs. Kitchen floor has slippery grease all over it, there is a leak under the sink with black mold. This moldy wet area under the sink is where you can also find the grilling supplies. The cabin is filthy (there are dirty footprints in the showers), neither of the TWO hot tubs we paid for work, third floor banisters are falling apart causing a significant danger risk & liability, the kitchen isn't equipped AT ALL. The kitchen was advertised as "fully equipped" to accommodate 24 people. There were NO forks, spoons, only two drinking glasses, only 4 plates & nothing to use for cooking- no baking sheets, baking dishes, pots, pans, spatulas, spoons, mixing bowls, the blenders are missing their lids, the oven is in need of repair, the ice maker doesn't work. We asked for them to stock the kitchen with forks so we could at least eat and they brought us 4! They promised to send housekeeping & they never showed up. They offered to move us to another cabin, but it wasn't large enough to accommodate our large group, the hot tub at that cabin was also broken and the kitchen was just as bare. Why would we move from one dump to another?!?We are stuck in this disgusting cabin with no remedy in sight.

  

  Business Response

  Date: 03/20/2023

   We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests. 
  
  On 3/13 Management did reach out to the guests. We offered them another cabin. The guests wanted to check out the cabin themselves and we happily obliged after the property had been cleaned. Once giong to the cabin we were going to move them because they did not want to move to that property and decided since we had nowhere else to move them they would allow us to fix the issues and compensate them at checkout for any issues that occurred during their stay that we could not resolve. 
  
  On 3/18 the guests came into the office and spoke with a representative about compensation for issues during their stay. The representative and the guests came to a resolution of a partial refund and a discount off of a future stay with us should they choose to return. Guests were satisfied with this amount of compensation and just requested that the issues be resolved fully before renting again to which we agreed and have taken immediate action to remedy this situation. We do appreciate the guests' time on this matter and greatly apologize again for any inconveniences imposed on their vacation. We at Gatlinburg Falls hope to see them return with us for a much better experience. 

  

  Business Response

  Date: 04/05/2023

  We at Gatlinburg Falls do truly apologize for the frustrations that your group experienced. We have processed a refund to the reservation holder in an amount that was agreed upon at the time of checkout with one of the members of management and a representative. 
  
  On March 29, 2023, We spoke with *** ****s who was a payment maker, but not the reservation holder. We advised them that we had already processed a refund to the reservation holder and that we would not be able to discuss any further compensation with him. 

  Again, We are sincerely sorry for any issues you had while staying with us, but we do feel as what we offered the reservation holder is fair as it was agreed to upon checkout for the issues incurred during the stay.

  Customer Answer

  Date: 04/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am not removing my complaint. Everyone traveling to Gatlinburg needs to be warned about Gatlinburg Falls. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:03/12/2023

  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.

  Gatlinburg falls resorts knowingly rented me a cabin with a non working/leaking hot tub. Refused to change our rental, or to fix hot tub. Hot tub had been leaking so long it rotted the porch and they had to patch it.

  

  Business Response

  Date: 04/07/2023

  We at Gatlinburg Falls Resort sincerely apologize for any issues the guests had with their stay. We take every complaint/feedback seriously to address and make sure we can satisfy our guests if issues arise as well as ensure it does not happen again in the future.

  We do not have any reports of the deck being an issue for the guests or any guests over the last three months; However, we appreciate the guests for bringing this to our attention and will look further into it to make sure it is not an issue.

  On March 13th, 2023 guests were processed a partial refund on the reservation for issues during their stay. We appreciate the guests time in making us aware of there issues so that we can remedy this with them and do hope that the guests will possibly give us another chance in the future to have them come back for a much better experience.

• Initial Complaint

  Date:03/03/2023

  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.

  Check in 2/24/23
  Check out 2/26/23
  The company was late checking us in.
  The lights in the stairwells downstairs were out couldn't get to pool area. Maintenance fixed at 11pm. I'm and out cutting lights on and off over and over
  Outdoor jacuzzi cold
  Indoor pool ice cold
  Main floor jacuzzi tub leaking down to downstairs bedroom on nightstand and cell phones
  Fireplaces not working
  TVs not working
  Upstairs bedroom bed frame broken had to sleep on the floor
  Dirty linens in the laundry are
  Hairs in the bathtubs
  Broken chairs at dining room table almost fell
  Faulty electricity throughout the house
  Live wires on ice hockey table electrical cord

  

  Business Response

  Date: 03/03/2023

  This is not our cabin. This is for Gatlinburg falls resort not for us. We do have a cabin called mountain splash but it is in sherwood forest not gatlinburg falls. And in the response that the guest sent in a picture for shows that she is speaking to someone from gatlinburg falls not bear camp

  

  Business Response

  Date: 03/23/2023

  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests.

  On March 23rd 2023, We did attempt to reach the guests in order to speak with them regarding this matter. Unfortunately we had to leave a voicemail. *** ****** does have an open chargeback on the reservation with her bank which is why we have not been able to speak with the guests about refunds. We would be more than happy to address *** ******s concerns. Appreciate the time the guests have spent with us on this matter and look forward to further speaking with them. 

  Customer Answer

  Date: 03/31/2023

  I have called Gatlinburg Falls and left a message several times they would not return my phone call. I had no choice but to file a charge back on my American Express card. There were 2 separate charges. $958 and $825 they have not disputed $958 but they have not released the $825. I would like my complaint reopened until I receive a letter in writing from Gatlinburg Falls regarding this matter. 

  Thanks

  ******** ****** 

• Initial Complaint

  Date:01/27/2023

  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.

  Date 01/20/2023
  Paid $270
  Rented a cabin. First cabin did not have proper bedding to fit our group. Moved to a second cabin. Cabin number two untenable. After a sleepless night, and someone coming to "clean", the cabin was still dirty. Multiple phone calls, numerous emails.
  
  We checked in to cabin 2 at 12 am on 1/21/23 and checked out by 11 am on 1/21/23. We then booked a hotel room. Company refuses to refund and seems to have no intention to fix their dangerous rental.

  

  Business Response

  Date: 03/16/2023

  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests. 
  
  
  On February 24, 2023 We reached out to Mrs.***** regarding the issues they had during their stay with us. After discussion, Mrs. ***** accepted a refund of 200.00. We do hope that you and your family/friends are able to come back in the future and give us another chance. Gatlinburg Falls Resort appreciates the time the guests spent in going over the details with us so that we could amend this with them and also have issues resolved and amenities updated based on what they reported to us.