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:01/05/2023

  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.

  Falls Resort was Horrible, Blood all over the Bath Tub, Dirty Laundy, Dirty Trash all over the front porch, Check in was suppose to be at 4 they did not call at all we had to call them and beg to check in at 7:30 pm in the dark snowing and sliding all over the mountain like we almost didnt make had to send our family back to town to get rooms because they were not going to attempt bringing our grandkids up that mountain... Beds were Broke, Cabin was filthy and yes I have pics of everything.. They have done nothing but lie to us on a dailey basis and until they get things straightned up they need shut down... Not to mention Light fixtures broken, No fire alarms, and i can keep going about issues

  

  Business Response

  Date: 01/30/2023

  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 January 19, 2023 We reached out to ****** ******** regarding the issues she had while staying with us. After speaking with her about this we determined that the stay was not up to our standard and offered her a refund. We have also attached a discount for a future reservation should they choose to use it that never expires and the guests can use it without restriction. We do hope that **** ******* and her family are able to come back in the future and give us another chance. 
  

• Initial Complaint

  Date:12/31/2022

  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 "Beary Happy Cabin" this week.
  While it's a beautiful cabin, it's not what is advertised.
  The webpage says the cabin is located in the Preserve Resort. It's not. The two resorts are 15 miles away and the two don't compare. Per the website- "The Preserve is not a resort hidden in the trees, so it doesn't offer the kind of mountain park-like seclusion some other resorts offer. It sits above the view rather than in it." I'll attach pictures of the actual view and what was advertised.
  The arcade didn't work, the Wi-Fi didn't work, and the cable tv didn't work. I was told many times someone would be out to fix it, unsurprisingly that never happened.
  The hot tub doesn't fill properly and the jacuzzi won't fill at all. The dishes were filthy. The bathtubs had dirt in them.
  The landline doesn't work which wouldn't be a big deal in 2022 but no Wi-Fi and no cell service at the cabin.
  The worst part- the trash from the previous renters was not taken out of the cabin. We couldn't take it out ourselves because the outside trash was not removed either and was completely full. Obviously we didn't want to risk attracting bears so we had to leave the rotten garbage from the previous renters inside and it smelled throughout the entire cabin. Again, promises were made of this being remedied but nobody showed up during our entire stay.
  I asked several times to be moved to a different cabin, she said there was none available. I searched the website while on the phone with her and told her the names of several cabins available. She then said "my supervisor just won't approve a cabin change."
  I was also promised the supervisor would call on 12/26 and needless to say, that never happened.
  
  On the last attachment, I have marked the things advertised that were either broken or non existent.
  I've also including the page they advertise it is in the Preserve Resort, it's not. It's in Shagbark Resort.
  

  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2023/01/08) */
  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 of our guests to become returning guests.
  has spoken with the guest and they have indicated that we have resolved their issues and we look forward to their future stay with us.
  
  
  Consumer Response /* (2000, 7, 2023/01/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The issues are resolved. I appreciate reaching out and the resolution he provided.
  We will be staying with Gatlinburg Falls Resort again.

• Initial Complaint

  Date:12/28/2022

  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.

  12/27/22 - 1/1/2023
  Rental cabin is filthy, and marketing pictures don't match reality.
  

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 6, 2023/01/08) */
  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.
  
  After speaking with on 1/02/2023, We have come to a resolution of a partial refund and also a discount on a future stay with us. We do hope that is happy and comes back with us in the future for further vacations.
  
  
  Consumer Response /* (2000, 8, 2023/01/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They provided a partial refund.

• Initial Complaint

  Date:12/21/2022

  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 from Friday dec 16 until Friday the 23rd. We just left today because the cabin was filthy and in much need of repair. The last straw was being shocked by an broken outlet behind the bed while sleeping. This place has numerous repairs needed and or finished. So now we head home early after having our vacation ruined.
  

  

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 5, 2023/01/02) */
  We sincerely apologize for any dissatisfaction with the Your stay at Bear Tracks.Starting December the 16th till the 23rd confirmation number 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 of our guests to become returning guests.
  
  
  Today during our conversation indicated that he was happy with the refund amount and this complaint was resolved. Please feel free to contact us. Thank you.

• Initial Complaint

  Date:12/10/2022

  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 reserved Cozy Hideaway Cove with Gatlinburg Falls Resort. Upon getting to the cabin we noticed bedsheets were dirty and there was a sanitary strip on the toilet but when opened there was urine and paper in there. We called at 5:05 and asked for clean sheets and they said they would send some out and we didn't need to stay. We left and did some running and got back a little over 2 hours later and no new sheets. I called again and was told it'd be 45 minutes, an hour later still nothing and I called again, while on the phone the sheets showed up, the guy basically threw them as my husband and left. We started to take the dirty sheets off and found what looks to be blood or throw up on the box spring, we called back and they sent someone out to confirm. He came back and confirmed and called front office to tell them, they talk for a little bit and he says they offered to replace the box spring. We didn't think it was sanitary since the mattress wasn't being replaced after laying on the soiled box spring so we asked to be moved to another cabin or refunded. In addition to that; the floors were very sticky, spider webs everywhere, looks to be like white mold in one bathroom, electrical box outside is wide open and exposed, soft boards on the deck and the ceiling fan in the living room was wobbling so much the maintenance guy was scared to stand under it. The front office said they could only move/refund if there was no water or power or there were bedbugs. They offered a small refund, which was not even half what we paid. I told them I would contact BBB and they told me I could not do that nor could I request a chargeback from my bank for the full amount of what we paid. We paid $561 and they only offered us $201, we would like a full refund as this was an absolutely horrible and a very unsanitary experience, especially being our honeymoon trip.
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/20) */
  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 December 19, 2022 We did reach out to speak with the guests and came to the resolution of a refund. We also gave Jessica a discount on a future stay so that she can visit again and we can make sure she has a much better experience. We look forward to helping her plan her vacation in the future and we apologize for any issues the guest experienced while staying with us.

• Initial Complaint

  Date:10/16/2022

  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 checked into the Gatlinburg falls resort cabin Almost Heaven on 10/9/2022 to 10/14/2022. We paid over $1300 for the 5 nights that we stayed there. On 10/10/2022 we saw our first two roaches which we killed. On 10/11/2022 we saw 4 more roaches that we killed. We then called to complain about the roaches. The customer service said they would send someone out to treat. I called that night and they said they had treated but then we saw 3 more cockroaches so I went to Kroger and bought raid to kill them. The next day 10/12/2022 we saw 4 more cockroaches, 3 in the kitchen and one in our bathroom. I called customer service and spoke with a woman named ********* who offered a new cabin for the night while they deep cleaned, but we would have to move back into our original cabin the next day. When she offered to have the cleaning crew come out and clean the kitchen and our bathroom at 10:00am the next day 10/13/2022. The next day the cleaning crew never showed up. I called at 12:00 noon and they said they were backed up but they would put it as a priority. That night I called to check if they showed up and they said no, but the maintenance man did treat those areas. They told me at 7:30 that they didn't have a record for a cleaning order. At 9:30 we saw another cockroach climbing on the fridge and two others crawling across the counter. We killed those. The next morning, we saw another cockroach on the kitchen floor as well as in the living room and in our friends closet. When we called to check out at 10:00am on 10/14/2022 and I reminded them that ********* promised a refund the manager only offered a $400 refund and when we told them we were not satisfied, she then offered $400 refund with a 20% off stay the next time. When we said we had no plans of staying again and we wanted a full refund they refused.

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/10/31) */
  We are disappointed to hear that ******* **** is unsatisfied with how things have been handled.
  
  We did receive a report from the guest of roaches in the cabin on 10/12/2022. We did place a request for this to be addressed. We were unfortunately unable to get our vendor out that day, but sent one of our maintenance team to spray with bug spray for the roaches. That was completed the next day as the request was put in later in the evening. Our maintenance technician reported seeing no roaches in the cabin. Nevertheless we still sent out our vendor later. Our vendor also was able to go out to assess the cabin and reported that there were no roaches in the cabin.
  
  All of our cabins are sprayed monthly to prevent any pest in the properties. Despite our vendor seeing no roaches we know that pest can hide and come out at different times. Therefore we did compensate $400 back to the guest and give them a discount totaling 20% off their next stay. We felt this was fair as the guest did stay in the property the entire time.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept the response for the following reasons.
  We took pictures of the roaches that were in our cabin and upon killing the roaches we left them out for them, the maintenance person to see. The reason we stayed the entire time is because we did not have money to go anywhere else. I even told one of the customer support specialist on the phone that I was considering sleeping in my car. They responded by offering to have the custodial staff come out and do a deep clean of the affected areas but they never came out, they just sent the individual to treat the cabin. They did over to set us up in a different cabin for the night but we had to move out all of our belongings so they could deep clean the cabin and then we would have had to move back in. At no other time did they offer to relocate us or offer a refund until I brought up all of these issues and threatened to report them to the better business bureau. We lived 8 hours away and because of fall break there really wasn't any other place to stay not that we could have afforded it. We understand that they are a business and they have to make money but, they also have a responsibility to their customers. Roaches are a health and safety issue and if there is evidence of roaches, which there is because we have the photos to prove it, then something must be done. They should have back up plans for these instances or at the very least refunded half of our deposit. It should not matter that we stayed the whole time, because if it was just me, my wife and son, that would be one thing, but we had friends staying with us and they were not in any shape able to move out of the cabin and then move back in, that is an inconvenience to us. We should not get penalized for not having the money to go someplace else because of their roach problem. So, no. I do not accept their response and wish that something more be done about this matter. Their offer to refund not even a third of our deposit is unacceptable.
  
  
  Business Response /* (4000, 9, 2022/11/09) */
  Mr. **** has spoken to ****** today and we believe that we have resolved this issue. We hope to see Mr. **** in the future.
  
  
  Consumer Response /* (2000, 11, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company agreed to pay us back half of our rental fee which is what we wanted in the first place. They did offer 30% off our next stay with them, to which I indicated I would not be staying with them again. But I am satisfied with getting half of what I paid for the cabin.

• Initial Complaint

  Date:10/13/2022

  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.

  I rented a cabin from Cabins if the Smoky Mountains, Gatlinburg Falls from October 2, 2022 through October 8, 2022. I checked in at the main Office in Gatlinburg, Tenn. When my wife and I, along with another couple, and our dogs arrived at the cabin, the front Deck was covered with leaves. I went inside and found dead and live cockroaches on the floor in the kitchen area. I killed the live cockroaches and through them and the dead cockroaches over the side of the deck. I then went into the bathroom and found human fesses in the toilet. I flushed the toilet. There was spider webs on the door corners in the bedrooms. I called the Main office and told ****** that the cabin was filthy and I needed another cabin or a refund of my money. She said she could not do that. She said that she would send a maintenance man out. I called and booked two rooms reservations with dogs at the Guest Inn for the rest of the week. I called ****** back and told her I wanted a full refund and I had already booked two rooms Pigeon Forge. A Maintenance man, by the name of ***** showed up while I was on the phone. With ****** listening in on the phone, I showed Dale the human fesses that did not go down the toilet when I flushed the toilet. Dale flushed the toilet and the rest of the human fesses went down the drain. The toilet was still filthy. Dale said that it was a cleaning problem not a maintenance. ****** asked about the cockroaches and I told her that I had threw then over the deck rail but dale could come back in the morning and see them. I showed Dale some smaller cockroaches that were behind a plastic corner strip along with mold. I told ****** that ***** their maintenance man, had witnessed everything and that I wanted a full refund. When I got home there was a message from ***** a manager at Gatlinburg Falls, I called several times but never got a return phone call. I should have called the Health Department and filed a complaint with them.

  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/17) */
  We have spoken. to the guest and. made them happy. They have been refunded.
  
  
  Consumer Response /* (2000, 7, 2022/10/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/11/2022

  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.

  Worst place we have ever been and we come to the Smokies every fall for 12 years now. I have never seen so much disinformation on a cabin rental. We rented Kathryn's Kastle and nothing about it was as decribed. No wifi, no foosball, no arcade but we had mouse poop in the utensil drawer and a yellow jackets nest right outside the door. I have a daughter that is allergic to them. I was literally scared for her to go to the car and of course there was no using the hot tub, which was dirty. I cleaned for 4 hours after we arrived just so we could sleep there because it was to late to find anything else. They didn't let us check in to the place until 7:30pm. They promised to make things better and honestly there was no fixing the cabin it wasn't fixable. No one ever showed up the next morning to clean or fix wifi . No refund and just out $2250 for nothing but a missed day of vacation. This is the biggest scam I have ever seen. I had a horrible feeling at check in when person after person were coming in demanding a refund. The TV has 8 channels and you couldn't stream anything with no internet. We could use the theater room because you couldn't stream anything. There was a letter in the living room stating the internet was only for general use. The cabin had paper in the floors in the bathrooms, the toilets were stagnant where they had not been cleaned in so long, there were bugs throughout the place. It was unsanitary to live in. I'm certain that there are laws to protect against false advertising in Tennessee. This was most certainly false advertising. I even called before our visit to confirm that there would be a game room with the described features. A pool table, foosball table and arcade. They assured me what was in the description was correct. I was concerned because the pictures didn't show it. The pool table was not level and was unusable. The stove had a strong gas smell. All the coverings to the fire places were broke and outside railing
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/26) */
  We are disappointed to hear that Ms. is unsatisfied with how things have been handled.
  
  Guests checked in on 10/9 to Kathryn's Kastle. The cabin was missing arcade and foosball game,
  guests were made aware that they would be compensated for this at checkout. Unfortunately, games break or can be removed by a property owner without our notice. Pre-coming on the program it did have this in the description, but not the amenities. This has been corrected.
  
  When we were made aware of the yellow jacket nest we notified our pest control company. Unfortunately, bees are a natural occurrence in the smokies and when identified we have a vendor that takes immediate action to correct the issue.
  
  We did offer Ms. a cabin move which she declined and said stated she initiated a chargeback on her credit card. Unfortunately, when that happens we can not refund till that process is completed.

• Initial Complaint

  Date:10/07/2022

  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 reservation number is 578781 for 09/25/22-09/30/22. When we arrived at the cabin we had reserved it was filthy, extremely run down with some damages, the bed needed replacing, did not have all the amenities as advertised, had what appeared to be black mold on the ceiling, and there was no cell service of any kind which is not advertised. I have a long list of problems along with pictures of the problems but not enough characters available here to list everything. I called them from the landline in the cabin immediately and asked to either be moved or given a refund. They refused to do either and sent out a technician. He took pictures and filed a report. By this time it was dark and too dangerous to try to get out in the dark so we stayed the night and left the next morning and went to the check in/out office. I advised them at that time that I did not want to be moved because I was afraid the next cabin would be just as bad I simply wanted a refund because I was checking out and leaving. I have been emailing them to no avail. I spent $632.16. They have offered me a $100 refund stating that I did not give them the opportunity to rectify the situation, there is no way they could correct everything that was wrong in that cabin and I refused to stay in that nasty cabin the whole week waiting on them. I have since found reviews on their facebook page that this problem is happening with just about all of their cabins. They are run by Venture Resorts. I have asked numerous times for a contact in management or the corporate head quarters and they will not advise anyone I can speak to about getting a full refund which I feel is completely due us. They have false advertising and totally unacceptable living conditions. I would like your assistance in getting a full refund and I wish something could be done so that they don't keep taking people's money and not providing what they advertise they are providing. Your website will not let me submit with my pics.
  

  

  Business Response

  Date: 11/27/2022

  Business Response /* (1000, 8, 2022/10/24) */
  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.
  
  was a guest that stayed with us on September 25th through, September 28th,2022. She stayed in the cabin called Together Always. reported that the cleaning in the cabin was not sufficient upon arriving. Upon receiving this report a re-clean was scheduled for the cabin to address all issues Ms. Walker reported pertaining to the cleaning.
  
  The guest also reported no washer and dryer in the cabin, anytime an item is in the process of being replaced or repaired or is not functioning properly the guest is compensated accordingly upon check out.
  
  Our housekeeping team went to the cabin to respond to the cleaning details as requested. Another maintenance team went to the cabin to address the report of a broken bed as well as to confirm if there was a washer and dryer on the property to know how to move forward to coordinate with the cabin owner to know what needed to be done to correct any issue. The technician advised that the bed was not broken nor was the mattress or box spring.
  
  
  We offer cabins which are individual homes; they are not hotel rooms and therefore, from time to time, appliances, hot tubs, satellite TV, water, electricity, etc. will break down or malfunction like your own home. We will respond as quickly as we can to make repairs and restore amenities which we feel was done with the swimming pool in this cabin during the guest stay. The guest paid a total of $616.66 and has been offered a refund of $100.00 as well as a future stay discount of 20% off each night of their nightly rate. All of the issues were fixed. We are sorry that he experienced any inconveniences during his stay but feel that we took care of the guest as well as the problems he had
  
  
  Consumer Response /* (3000, 10, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We were told at check out that an order was put in for the bed to be replaced and to fix the other problems but that we had to be at the cabin for anything to be fixed. There is NO WAY everything that was wrong with that cabin could be fixed in the amount of days we were supposed to be there. I had no intention of spending my entire vacation waiting for someone to show up to fix things. There was not even a hook up in the cabin for the washer/dryer so how did they fix that? This place is a rip off to all of their customers and they have false advertising. With everything that was wrong with this cabin we deserve to receive a full refund, it was atrocious. Since returning home from that trip I have looked at their FB page and the comments on there are proof that my complaints are legitimate as everyone else is complaining of the same thing. Any other place of business would want to do the right thing by their customers and issue a full refund, which is what I feel is only fair. To offer me a 20% discount on a future stay is an insult to me if you think that I would irresponsible enough to book another stay with this company or to recommend them to anyone else. I am completely in shock at this company treating me this way. They claim that everything was fixed, there was no way they fixed everything when they told me we had to be there for them to come into the cabin and we were not there. So which time did they lie to me, then or now? I deserve and want a full refund. I hope that this company will somehow grow a conscious and do the right thing.
  
  
  Business Response /* (4000, 12, 2022/11/07) */
  We are disappointed to hear did not enjoy her stay. We did try to reach out to after reading her review to try and make things right. But we have not been able to get in touch yet. We do hope to hear from to try and make things right with her and have her visiting here in near future.

• Initial Complaint

  Date:10/06/2022

  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 paid around & 1500 for 4 nights Oct 2nd to Oct 6th 2022 for a rental cabin. We had no water and called Sunday, they said they'd return call about ETA for maintenance. No return call Sunday. Called Monday and same thing I finally found a bypass for the water filter and turned it off myself but went without water 24 hrs. The house said it had washer/dryer none in the house. Advertised a theater room, but no cable internet or DVD player so no TV, much less theater. It was dirty had only 6 towels for a house for 14 people. 2 forks 1 spoon advertised game console didn't work. Large cockroaches. The hot tub had green mold growing in it. We called repeatedly, were told they'd return calls, not even 1 return call. If I hadn't found the water filter bypass we would have had no way to flush toilets. I have rented a cabin in the Smokey's every year for last 30 years and have never filed a complaint but these people are intentionally misleading, false advertising, and don't even try to take care of the problems. It's like they have our money so they ignore you because you can't do anything. They have never faced any circumstances because they wouldn't treat their customers like this. I found their other websites where all the complaints are so they just change up the names on their websites to mislead and intentionally defraud people out of their vacation savings. My family spent so much time of a short vacation dealing with phone calls to them and finally went to office today, it's not right. It's not a mistake. Why hide behind other web domain names unless you are trying to hide reviews from people they treated horribly before us. They are intentionally false advertising and defrauding. Water is a necessity and they didn't even fix it.
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/18) */
  We have spoken to the guest and feel we have made them happy. We hope they. are pleased with the conversation they had with
  
  
  Consumer Response /* (2000, 13, 2022/10/27) */
  Everything was resolved to my satisfaction. It was all communication problems