Complaints

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

• Initial Complaint

  Date:10/04/2022

  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.

  My wife & I rented a cabin in the smokey mountains from 9/30/22 to 10/04/22. During check in I asked if I could do a drive bye to make sure it is what I wanted. The lady stated that they don't allow that & I wouldn't be given the address until I checked in and signed the documents. I asked her what if I didn't like it and decided not to stay at the cabin. I was told that they don't do refunds and that I could upgrade with an additional cost. I asked her if the cabin was private with no other cabins around and she stated yes. We went to the cabin and went inside. This is what we walked into:
  * Mouse droppings under the sink inside the cabinets
  * 1/4" to 1/2" gap between front door and door frame toward near the bottom of the door allowing insects, etc. into the cabin.
  * Front doorknob was broken and wouldn't lock. Only way front door would lock is with the key code pad.
  * Propane grill on the porch was rusted out on inside of the grill. Propane tank was hooked up to this grill
  but propane tank was empty or about empty. There was a newer propane grill setting out front but no propane tank.
  * There was a fireplace inside but no wood to burn in it.
  * There were some eating utensils but container they were in was dirty.
  * The bathtub and whirlpool were not cleaned. Both still had pubic hair in them.
  * Bed mattress & linen were filthy.
  * Hot tub water was dirty and smelled.
  * Appliances inside are very old which include refrigerator, electric stove and dishwasher.
  * Spider webs around window frames up toward ceiling. Couldn't tell if they were inside or outside.
  * There was no privacy. There was (2) other cabins right across from the one that we rented.
  We were told that the cabin would be cleaned prior to us staying there. My wife and I haven't been on vacation for 20 years and have encountered several close family deaths. My wife has had covid twice. The 1st time with covid it severle damaged her heart. My wife was so upset over this she started crying so we left
  

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/10/18) */
  We hate to hear that the guest had a bad experience when things are reported to us we do whatever we can too rectify and take care of the guest, whether that would be compensation, moving them or fixing the issue
  
  Our records show that this guest came in the office on Sept. 30th to request to do a drive by of the cabin before completing their check in. Guest was informed that this was not applicable. From this point we had no contact with guest until Oct 3rd which was day of check out. The guest brought up issues that we had no chance to rectify while they were staying with us (which every issue that was reported on the day of check out was completed by our maintenance team on the same day). Guest then disclosed that they never did stay with us that they had stayed elsewhere yet never notified us of this or gave us a chance to help reconcile any issues the may have had upon staying.
  
  We do not feel like a refund is justifiable when we were not made aware of any problems during the stay.
  
  
  Consumer Response /* (3000, 13, 2022/11/08) */
  We did arrive at their office around 2:30 p.m. after driving 12 - 14 hours. I did ask if we could do a drive bye of the cabin to see if it was going to be acceptable. The female agent stated that they don't allow that and would give us the location information only after checking in and paperwork. I did ask about privacy and was told that it was private with no other cabins around it. I did ask if we didn't like location or for other issues can we get our money back and was told no that they would do a upgrade for an additional fee. We did check in and went to the cabin. While approaching the cabin there were (2) other cabins next to the property that you drove past to get to the cabin. So, what the agent told us wasn't the truth. Going inside the cabin there were mice droppings under the kitchen sink, pubic hair in tub/shower combo & also in the jetted tub. Cobwebs/spiders in all of the window silos inside the cabin. In the agreement it stated that the cabin would be cleaned after last guest departs and prior to us arriving. With issues that we found it appears that the cabin wasn't cleaned. We didn't contact the resort till returning back home on October 3rd. We were very upset that our vacation stay at the cabin was ruined. In their response it states that all of the issues that were brought up was resolved the same day that I called. This proves that all of the issues we had were the truth. No, we didn't stay at the cabin, we stayed in Dayton, Tennessee at a hotel which was an additional expense to us. When I contacted the resort after arriving back home the agent was rude and stated that I broke the agreement by not calling them and giving them the opportunity to correct issues. I told her that they broke the agreement by not properly cleaning the cabin prior to us going to it plus the other issues that were present. There apparently are no checks and balances in place to verify everything is good for the guest. NO CUSTOMER SERVICE! Yes, my wife and I were very upset, this isn't why I didn't call until after returning home. These issues should never had been present at the cabin.
  
  
  Business Response /* (4000, 15, 2022/11/21) */
  On November 21, 2022, We spoke with Mr. Dunley and came to a resolution of a partial refund for issues. We appreciate the time Mr Dunley took in speaking with us today and do hope that Mr. Dunley and his wife are able to return in the future and have a much better experience.
  
  
  Consumer Response /* (2000, 17, 2022/11/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A settlement has been agreed to by both parties. I do appreciate BBB involvement in this issue. I hope & pray that the resort company will take actions to improve whereas issues that my wife & I encountered will not happen to any other guest.

• Initial Complaint

  Date:09/28/2022

  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.

  We stayed at Gatlinburg Falls Resort. Staying in a cabin called "Mountain View and a theater ". We have a water leak, washing machine is broken, no comforters, no cookware,hot tub is broken. It's awful !
  

  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/13) */
  We hate to hear that any of our guests did not have a pleasant experience with us. As we feel we go above and beyond to accommodate each and every one of our guests.
  
  Ms. ********* rented Mountain Getaway and a Theater for 09/27/XXXX-XX/02/2022. They called late at night for cleaning and other issues in the cabin. We had it scheduled for a reclean the next morning. They had come to the office the next morning using profanity at the representatives at the front desk demanding for a cabin move.
  
  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. Per our protocol we have to get our tech team out to see if they can fix anything first before we even think about moves. Our tech did confirm a small leak from a bathroom, cleaning issues, and minor issues that our tech could have easily fixed.
  
  The guest was refusing to go back to the cabin so we offered her a refund and let go or a cabin move. They took a cabin move and we even followed up with them the next morning to make sure they made it to the cabin okay and were settling in. They did not answer and we left them a voice mail. We never heard from Ms. ********* or her family after that. Since we did move the guest we felt that was fair considering the issues reported in their first cabin was minor and could have been taken care of had they allowed us to do so.
  
  
  Consumer Response /* (2000, 7, 2022/10/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/16/2022

  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 for 3 nights, had to book several months in advance. 2 hours before arrival was told cabin was unavailable and was "upgraded to a larger cabin". After arriving at cabin , that was located at a different resort Found grey water (sewage or drain water) leaking from ceiling from upstairs bathroom to downstairs bathroom onto floor creating dangerous situation. After several phone calls and 5 hours later was sent to another "cabin". It was a house in a neighborhood and was obviously under construction. Stairs were made from wood paneling that bent and cracked when I went down them , a piece of the wood at toe kick was broken off and laying across the steps creating yet another dangerous situation.
  
  Was offered nothing as far as compensation. Was told no refunds can be made. Never stayed a single minute, Drove back to my home in Kentucky (arriving home at 4am). Was in my car for 16 hours for nothing. Even now keep getting run around from this company. They refuse to refund my money even though services were not rendered.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/16) */
  was a guest of ours who was due to check-in on 9/14/22. Unfortunately the cabin was undergoing some maintenance issues and didn't pass inspection to be rented. We provided with a different cabin option if he wanted to stay. Since he chose to leave and go home, we provided a full refund to
  
  Consumer Response /* (3000, 7, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Only offered refund when I refused to stay in cabins that were obviously closed due to maintenance issues. Was told would only be refunded if my reservation was given away to someone else. Obviously it was because someone was staying there. Not sure they understand what a reservation is. Spent $100 in gas to drive there, be ran around to several cabins only to return home. Spent 16 hours in my car. Worst customer service ever from any company, anywhere.
  
  
  Business Response /* (4000, 9, 2022/09/21) */
  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. Understand things do happen with these being rental properties.
  We feel we have done what we can for Mr. ******** with issueing him a full refund.

• Initial Complaint

  Date:09/15/2022

  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.

  On August 28th my family checked into The Highlander cabin.We were promised a luxury cabin wit all amenities.When we got too the cabin,there was trash everywhere,and 4 bears going through it.When we finally made it into our cabin,we seen that it was NOT as they had advertised at all.The floor had been heaved up,due too the ceiling leaking so long.The window blinds were torn up.There were NO sheets at all on the beds,no bed covers.Had bedbugs and roaches in our kitchen sink.The hotub didn't work,and there was standing water in the floor from it leaking.I called them,They said they couldn't get anyone out for 4 to 6 hours.I explained to them we couldn't stay there.He said there is nothing we can do until maintenence checks it out.iI told him we were leaving to find somewhere else.We went too 3 different hotels,and nothing was open.We had to leave and drive 6 hours back home.I called them the next morning and ask them to make it right?was who I talked too,and she was very rude.Telling me that since we didn't stay,there would be NOREFUND.We paid 1,600 for 4 nights,and this ruined our vacation.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/16) */
  We have spoken to Angela and feel we have made her happy. We hope she is pleased with the conversation she had with.

• Initial Complaint

  Date:09/12/2022

  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.

  Stayed in the Audacious Cabin 2 - 5 September. At midnight the night before our arrival, they notified me via email that the hot tub in the cabin was broken and made it seem, as noted in their email, it may be fixed before I arrive. This led me to believe it was a recent discovery and possibly quick fix, especially since the hot tub, along with the cabins amazing views on the mountains, is a main feature in its advertising. Once we arrived, it was extremely clear they had lied to us and the hot tub had been broken for some time! When I called as instructed, they told me to call back at checkout for a discount...they only offered me a $53 discount! When we arrived, the cabin was dirty, found food was the previous renter half eaten still in the microwave, appliances in the kitchen were broken, lamps broken, banister on the deck broken, we had to purchase our own toilet paper for the weekend, the blankets on the bed were barely a step above towels, our "gorgeous views" promised by the cabins listing were blocked by overgrown trees and dirty windows (you could see someone's face imprinted on the windows!), and they failed to give us the code to the gate which almost resulted in us getting locked out on the first night! The company advertised and promised a luxury cabin and stay but failed to delievery. All this for $1300. Anything but luxury. When we notified the company, they didn't care at all. We were misled by the advertising and website. Had it been an accurate representation of the cabin, we would not have rented with them. I'm requesting at least 50% of the of my money refunded for the stay due to the conditions of the cabin, the inability to use the amenities, and the misleading advertising by the company.
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 7, 2022/09/27) */
  First off we do apologize to the guest about the stay they had. The guest was informed of the hot tub not being available during their stay due to structural damage and that we were awaiting a new one that was on order. The email was sent prior to their stay to inform guest that if we were able to get a new hot tub in that our maintenance team would be out to replace it during their stay.
  
  The day of arrival, the guest called to let us know that the hot tub was empty (which we had known and informed the guest prior to their arrival by email).
  
  The next day we called the guest and they had stated that their stay was going good. We did not hear about any other issues from the guest until check out time came and they wanted compensation for the hot tub. Per our reservation agreement we do not compensate for lack of amenities but we did comp them hot tub fee of $53 since they did not have this item.
  
  As for any cleaning the guest did not make us aware of any issues with cleaning as we would have been more than happy to have this addressed during their stay. Any landscaping on resort properties is done by the resorts themselves. We supply the first roll of toilet paper, paper towels, and trash bags to each cabin as a courtesy. The guest is responsible for replenishing anything they would need during their stay per the reservation agreement, once they ran out.
  
  The email the guest received from us upon check in has the step by step directions, code to the cabin, any gate codes codes as well as the address to the cabin. If the guest had let us know of any issues while they were here we would have been more than happy to address any issue to make their stay more comfortable.
  
  
  Consumer Response /* (3000, 9, 2022/09/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is an absolutely inaccurate description of events. The email we received was included in my original complaint and as can clearly be seen, it does not state the reason the hot tub is unavailable nor that the hot tub is empty. At no point, prior to our arrival, were we made aware why it was unavailable and were lead to believe it would be a quick fix. E.g. maintenance would be entering during our visit to fix the hot tub.
  
  Secondly, they never called us during our stay. We had to make SEVERAL calls to them regarding the issues, including regarding not receiving the gate code. My phone records will prove this. I never received a welcome email with any instructions after check in or check out procedures. Once the company receieved my money, they stopped doing their part. In fact, when I called them on the first day about the hot tub, I mentioned I had not received any check out instructions. Then I mentioned it again when I called them on our second day to get the gate code they didnt supply.
  
  Additionally, no where is it advertised that only 1 roll of toilet paper for a 2 bathroom cabin will be supplied.
  
  This company is using deceptive marketing practices and then lying to cover it up when consumers are trying to hold them accountable. It's clear they have a established pattern of this from the BBB complaints, Google reviews and Facebook complaints.
  
  
  Business Response /* (4000, 11, 2022/10/05) */
  Thank you for your response. The email that was sent 09/01/2022 at 11;59p stated "We wanted to take a moment to make you aware that the Hot Tub is not working in your cabin. Maintenance may be addressing this issue to make repairs during your stay. We apologize in advance for any inconveniences this may cause...." The guest did respond to our email with "Thank you for the notice but can we be given a discount or something for the cabin then? The hot tub was part of the reason we selected it plus the inconvenience of having maintenance in the cabin during our stay and the late notice. "Guest called in at 09/02/2022 at 6:18p asking about compensation on her hot tub and stated she got an email around midnight prior to arrival. Guest was informed we would compensate at check out for this issue which she said that was fine.
  
  
  On 09/03/2022 at 6:39p asking for a gate code. Representative did give the guest the code and did ask if they would like the direction page resent to the guest. Guest declined and call dropped. The email that was sent to the guest upon check in does state in the step by step directions as well as the code to the gate.
  
  
  Upon booking online the guest entered their email address and they received a confirmation email of their stay. At the bottom of the email there are different links for our guests:
  
  Please click here to view our Reservation Agreement (link to the reservation agreement)
  Please click here to view our Guest Care Guide (28 page PDF with information on the cabin)
  Please click here for directions to our Welcome Lodge
  Once we verify this information and your cabin is ready for Check-In we'll automatically send your Directions and Keycode through Email (this would have the gate code as well) or Text.
  In our reservation agreement the guest agreed to it does state, " A starter supply only of soap, dishwashing detergent, toilet paper, trash bags, and paper towels will be provided."
  
  
  Again we do apologize if there was any confusion but from the contact we had with the guest we were able to answer any questions they had and were able to assist them.

• Initial Complaint

  Date:09/12/2022

  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.

  We rented a cabin #603795. Nasty! Got to the cabin and so much nastiness and bugs galore. Sent multiple emails and went to the main office! Where a assistant manager upgraded us. We waited in our cabin for 6 hours on our first family vacation with a four year old for maintenance to show and wire our hot tub. They pulled up and left and never came to the door! I recommend that you NEVER stay here while talking to from customer service he advised that I could speak with my attorney! Wasted trip to a beautiful location that we never got to enjoy
  

  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 14, 2022/11/14) */
  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 of ours from September 9th, 2022, through September 11th, 2022. When arrived to her original cabin she reported at 3:43 pm that a ceiling fan looked like it was about to fall down and the sheetrock in the bathroom had holes in it, a couple rocking chairs were broken, and the hot tub side panel was damaged. Around 4:30pm the guests come to our office and report roaches as well.
  Our maintenance team's response time is 2-4 hours. Bypassing our normal response time for maintenance to address guests concerns, we moved to a new cabin.
  
  By 5pm she had the directions/code to her new cabin, Mountains Are Calling. Once arriving to Mountains Are Calling, at 5:55pm, reported that the hot tub was not turning on. Unfortunately this cabin has a brand new hot tub and we're waiting for the electrician who is scheduled to finish with the electrical work for the hot tub. Ms. Horner paid a total of $643.80 for her stay and has been refunded $190.00 for the issues experienced.
  
  We feel that moving her to a new cabin was fair as well as the refund offered. She had no complaints in the new cabin other than the hot tub.

• Initial Complaint

  Date:09/07/2022

  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.

  We rented the Eight is enough cabin managed by Gatlinburg Falls resort for our wedding/ reception and to spend some time with our family and friends all from different states. We arrived at the cabin unpacked our cars and started decorating for our day. The ac wasn't not working on the 3rd floor after several calls someone finally showed up and said it couldn't be fixed. The brought 2 small portable units one didn't work. Several more calls and a verification from the hvac gentleman . We were moved to another cabin. So after taking down the decorations and moving everything and everyone to the new cabin we got settled in. These are Poorly ran cabins. Don't check out until you get everything resolved because management will not call you back. These cabins are NOT luxury. False advertising at best. Wedding almost ruined. Had to move 17 people into a cabin only after tons of calls to complain there's was no AC. One of the doors fell out of the door frame. We went and bought screws to fix it ourselves. Bring you own skillets only 2 really small for a cabin that sleeps 24!! Management sucks. It was pretty embarrassing for family and friends to stay in such such a shabby cabin. Tried to get it solved before everyone arrived. Save yourself a lot of grief and don't rent from them. We got a small refund for our troubles. As we were checking out the nice woman at the front desk thought us we were due a refund of over $600 but she couldn't do the refund because our card was no longer on file and I had to email a manager and someone call back. We check out Friday September 2 I have yet to receive a call only a nasty email only after me emailing any begging for a callback. We received $300. I do not understand how this place is still open.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 7, 2022/09/23) */
  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint as an opportunity to 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 August 28, 2022, through September 2,2022. She stayed in a cabin called "Eight Is Enough." Ms. reported HVAC issues as well as issues with the televisions when she arrived at the cabin, we did bring out portable A/C units to try and cool the cabin down until the repair was made and we fixed the tvs in a timely manner.
  Due to the a/c unit we did end up moving the guest the next day on August 29,2022, she did nott report any issues with the second cabin Mt Leconte Lodge.
  Ms. said in her summary that no management had contacted her back, yet she did receive a call from management the following days. called 8/29, had them on the phone 8/29, and followed up on 8/30 after they were moved, had their guest care email on 9/3.
  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 items our guest reported which we promptly corrected during her stay.
  Although we did move the guest to another cabin we still refunded $300. For the inconvenience and feel this was more than fair.
  
  
  Consumer Response /* (3000, 9, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To the response from Gatlinburg falls... I called several times after we checked to try and speak to management regarding the lady at the front desk said we were due a refund of 600 but she was unable to do the refund and for us to email management. I sent several emails and called several times. Finally received an email from sounding like we had done something wrong. Not very good customer service. A phone call would have been more professional. So I do not agree with their response. I need to know why we were told that we were told a different refund than what we received.
  
  
  Business Response /* (4000, 11, 2022/10/03) */
  We emailed the guest due to the guest already stating that she was going to contact the BBB and this way we have records of all correspondence.
  
  The guest was moved after 24 hours of working on the AC to a more suitable cabin, per the guest request. We did refund more than the 1 night back due to no AC in the cabin.
  
  There was no record of a promise of a $600 refund on reservation, we felt the $300 was fair for the inconvience of the AC not working and the move during their stay. We would like to mention again the AC was fixed the 2nd day but guest had already moved to a suitable cabin for them and their guest.
  
  This was an appropriate action and we followed all rules to guarantee the guest were comfortable during their stay, from bringing portable AC units during their first night to moving them to another cabin the next day. We also refunded the guest an acceptable amount due to no AC the first night, and having to move to another cabin that was more than their first night rent payment.

• Initial Complaint

  Date:09/01/2022

  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.

  On 8/29/22, my wife and I checked in at the Cabins of the smokies at 4015 Parkway, Pigeon Forge anticipating a wonderful anniversary week that turned out disastrous! When we got to our cabin, "A Secluded Paradise" it was unlike the pictures online. It was SO NASTY!! There were cobwebs everywhere, the commode seat was broken, the hot tub was dirty and was only half full, and not working right, the AC vent had an inch of dirt & dust on it. The shower curtain was dirty & nasty, the refrigerator door only opened half way, the carpet was nasty and hadn't been vacuumed. The front and back porches were covered in cobwebs and the lights were out on both of them. We called and reported everything and they said they would send housekeeping and someone to fix hot tub. The man came to work on the hot tub but it still leaked and said they had to find a part for it and housekeeping never came. No broom or vacuum in the cabin, we called again, and everytime you call you get a different person. They apologize and say they are putting notes in the computer and will get everything taken care of, but nothing ever gets taken care of. We paid $1,110.16 for this filthy place that is not even healthy to stay in. We even went to the main office two times and talked to Rhonda the first time and Jeffrey the second and showed both of them pictures. We still have not been able to use hot tub and asked to
  please be moved to another cabin but was told they could not do that!! Please help us get a refund (of some sort), we paid for cleaning fees and a hot tub fee and received neither one, not to mention not being able to enjoy our anniversary time here for all the filth. This cabin should be named a Secluded Nightmare instead of A Secluded Paradise!!! Thanks for any help you can provide. Ernest Weathers
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 6, 2022/09/14) */
  We have spoken to Mr. and feel we have made him happy. We hope he is pleased with the conversation he had with .
  
  
  Consumer Response /* (2000, 8, 2022/09/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We only accepted their offer because we had no choice. They would not give us what we asked for (50%) refund. The cabin was not clean when we arrived and they never came to clean it while we were there, even though we went to the office EVERY day and asked. The online pictures were nothing like the cabin looked when we arrived. The hot tub was broken and never got repaired. It definitely was a total disappointment as we were there to celebrate our anniversary. stated they would refund us $150 and send us an email for 30% off our next trip there, but we are yet to receive that.

• Initial Complaint

  Date:08/30/2022

  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.

  On August 17th 2022 we rented a cabin that is affiliated with Gatlinburg falls resort we had 14-day rental on a two bedroom cabin when we got there at the cabin we found issues to begin with moldy shower curtain shower stall smelling like urine bed sheets not clean Kevin was dirty the stove didn't work the refrigerator wasn't working properly none of the games worked there was no pool tables advertised this was a virtual check and we had to check in online we asked to be moved they would not move us they said they were compensated us at the end of our stay then Sunday to you want to use a hot tub was not working we decided to leave Sunday morning they are refusing to refund any money or give us any kind of compensation well the conversation was $240 doesn't even cover one of the days we left early somebody needs to contact him cuz of my next step is to sue them in small claims card they keep saying a lot of stuff to a manager manager is not called
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/13) */
  We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint as an opportunity to 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 August 17, 2022, through August 30,2022. She stayed in a cabin called "A Dream Come True Two." Ms. reported a musty smell in the shower reporting the shower curtain needed to be replaced and wanted new sheets brought out upon arriving at the cabin. Clean linens were replaced and we recleaned and sanitized the bathroom where the odor was reported. The shower curtain was also replaced.
  
  
  
  The guest reported the stove did not work, the responding maintenance technician noted the knob was simply taken off, he put the knob back on and turned the stove on to ensure it worked properly. She reported the refrigerator was noisy, so a technician checked the refrigerator and it was working properly, holding proper temperatures etc.
  
  When we learned our arcade games were not working we emailed the vendor to schedule maintenance to have repairs and compensate the guests at check out for not having that item. Ms. said the hot tub needed attention in her summary of issues, but did not report the issue to us to allow us to correct it for her and her guests. Although all items our guest reported were addressed accordingly, Ms. chose to leave early before the check out date she chose for her reservation.
  
  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 items our guest reported which we promptly corrected during her stay.
  
  Our guest paid a total of $2,242.49 and was offered $641.00 upon checkout, as well as a future stay discount giving 25% off any future reservation for the inconvenience of the occurrences although they were corrected during her stay. We are sorry that Ms. experienced any inconveniences during her stay but felt that we took care of the guest as well as the issues that were reported.

• Initial Complaint

  Date:08/25/2022

  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.

  On 8/13 to 8/18 we rented a cabin called The Gathering Place. The cabin had a very musky smell. The cabin had several issues. The hot tub had been leaking for sometime without repair and per the repair person stated that the deck it is on had rotten out and is dangerous. The resort had to have known about this issue for sometime but still rented the cabin knowing the hot tub was not working and leaking. This was the main reason we rented the cabin. There were several other issues. The appliances were very old. The stove bottom right burner did not work and the oven worked intermittently. The toaster would not work. Also the light bulbs in the upstairs bathroom were burnt out. The upstair shower leaks into the bathroom downstairs. The biggest issue we had is that one of the people staying with us who had a downstairs bedroom developed bed bug bites all over his body and had to seek medical attention. We have the medical bill to prove this. The cabin condition was unacceptable to rent. It was in need of serious repair and most of all a cleaning. The cabin is a health hazard. I have sent an email with no response. They gave a $103 credit but my wife and I beleive it is not sufficient. I have left messages and email and wish to be contacted by the resort to peacefully resolve my issue or we will seek court action.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/08) */
  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 of our guests to become returning guests.
  
  ****** ******* was a guest that stayed with us on August 13th, 2022 through August 18th, 2022 at The Gathering Place. Mr. ******* booked his reservation online. His main complaint was that the hot tub needed to be refilled we completed this on 08/14/2022. Mr. ******* did not report any other issues needing be fixed during his time with us. This hot tub was taken care of within the 2-4 hour window of the request.
  
  This guest paid a total of $662.07 in nightly charges and has been refunded $103. All of his reported
  issues were fixed on the day of report and within our 2-4 hour maintenance window and feel this refund is more than fair considering the hot tub fee was only $63 on this cabin. We are sorry that the guest experienced any inconveniences during their stay but
  feel that we took care of the guest as well as the problems reported to us.
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The hot tub was refilled but the service man told us that it was unusable as the jets don't work and the hot tub is leaking making the deck it's on dangerous. It is apparent the service technician did not tell Gatlinburg Falls Resort his findings. He also didn't relay the other complaints we had. He did however replace the bulbs in the upstairs bath but the resort claims they know nothing about other repairs. They claim our only complaint was the hot tub and for some reason they think it was fixed. This is our issue with them. They are being very deceptive. I want a full refund for a horrible experience.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  We have spoken to the guest and feel we have came tot a resolution. We hope he is pleased with his conversation with .
  
  
  Consumer Response /* (2000, 11, 2022/09/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was satisfied with my resolution with .