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:01/22/2025

  Type:Facilities 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 in cabin Timeless View 12/27/24-1/3/25. We decided to try Bear Camp Cabin Rentals this time. We stayed for a week and paid peak prices for that week $810 per night. Cabin company provides a list of amenities on their website. Fireplace and dishwasher are on the list. On day 1 we immediately noticed the fireplace didn’t work and reported it to office. My husband spent an hour and a half trying to get TVs working (Batteries dead in remotes, remotes and tv boxes in wrong rooms, tv in Spanish instead of English). It was a mess. The next day we learned the dishwasher didn’t work & reported that. Both were looked at and neither could be repaired during our stay. That’s two very important appliances we did not have during our entire stay. The fireplace was missing parts. I find it difficult to understand how we were the first to report missing parts in a fireplace. All but one of the pool table cue sticks were missing the tip (hard to play pool without a stick) and the arcade game was missing the main joystick. Nothing could be fixed without owner approval which is only done by communicating over email. We followed up on fireplace 24 hours later and they still hadn’t heard from owner. We spent a portion of almost every day waiting for maintenance or the owner to address. Not how you want to spend your vacation. We did request a partial refund for the inconvenience. We were only offered a credit on a future stay. That’s like saying I know you think my food sucked, but you'll pay full price this time. If you come back and try me again, I’ll give you a discount. I submitted a review on the cabin website Jan 15, a week later the review has still not been posted. I called the cabin company and they said all they can do is send the team that handles reviews a message. We tried to go above the manager and they would not provide his or her contact information. Very misleading company. This is fraudulent behavior, false advertisement, and should not be permitted.

  

  Business Response

  Date: 02/05/2025

  Thank you so much for allowing us to answer this

  

  Business Response

  Date: 02/11/2025

  I have already submitted the contract that the guest signed stating no refunds after check in. I am so very sorry that the dishwasher didn't work and the fireplace was on the fritz but just like in their own home they will need to wait on vendors and right now that is taking a little longer then normal so we are very sorry for the time but once again a fireplace and a dishwasher are not major items that interrupt your stay. You had heat so there was no real need to have the fireplace except for the look of it which I understand that is a big thing but it wasn't vacation ruining over. And the dishwasher also is a convivence not a vacation ruining thing. We are very sorry that these two things were not working during your stay. As for the review I am not sure because we do have multiple different numbers for the ratings so I am not sure and I see 1 stars on google from time to time so I do know that 1 stars are allowed. 

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: 22843403
  
  
  
  I am rejecting this response because: the response from this company is not satisfactory. You don’t get to decide what does or doesn’t ruin someone’s vacation. Both appliances were listed as amenities for this rental, the fact that neither could be used is a breach of the very contract you had me sign. That is you not providing what you state you would. Fraud! 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:11/27/2024

  Type:Billing 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.

  Hello, I rented the cabin last week on November 19th, 2024 for my family for a total of around 3k. Today on November 27th I got an additional charge of 300. I called their office and spoke to the lady who said. They had charged my account because of a "broken swing, a blanket nailed to the wall and excessive cleaning". I'm not sure if that was true or not because I asked the lady if they could forward me the photos to make sure it was from when I stayed and not somebody else's. They came back and said "they couldn't provide me with the photos because it was against their policy" and that's "she could describe me the photo". I'm filing this complaint because they basically just told me to go by what they said and pay the additional 300 dollars. This is my first time using them and definitely not happy with how they handle this.

  

  Business Response

  Date: 12/31/2024

  I am so sorry for the delay I thought I had already submitted this. 

• Initial Complaint

  Date:11/26/2024

  Type:Facilities 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 7/7/24 - 7/12/24 upon arriving we were hit with the smell of mold. So bad that our mouths were tingling and our son who is asthmatic couldn’t even stand in there without coughing. We found shocking amounts of mold in the cabinets and shower downstairs.I called the emergency line for the cabin 4 times in total while all 10 of us were sitting outside with nowhere to go.3 times being told the office manager would call me (she never did) the 4th time I called the agent said the office manager told her there was nothing that could be done tonight and we should book a hotel for the night and they would comp our stay.
  So we did, 4 rooms for 10 people. We also booked a different cabin with a different company. The next morning after still no word from the company. We went to their office in Pigeon Forge. We met the office manager, ***** who admitted that she didn’t take customer calls on the weekend AND that they would NOT comp our hotel stay nor would they refund us for the cabin until a contractor of their choosing went out and verified a mold issue. We left their office with nowhere to go because we couldn’t check into our new cabin until 4 and had to be out of our hotel at 11. That afternoon I received a call from ***** saying that their contractor smelled the mold and concluded that there was not only the visible mold in the cabinets and shower, but mold in the AC ducts. At that point Bear Camp finally agreed to comp our hotel rooms but would not refund our stay only move us to a new Cabin. We wanted nothing more to do with this company after the terrible customer service and quality of their cabins. We explained that we not only wanted a refund for the hotel and the original cabin stay but we felt they should also pay 65% of the new cabin as we felt we had no choice but to book something else since we had no communication with Bear Camp Cabin Rentals with options until almost 24 hours after the initial ordeal.
  
  We’ve had NOTHING refunded.

  

  Business Response

  Date: 12/31/2024

  The guest did sign the contract and we tried to make them happy but there was none of that so I am just stuck between a rock and a hard spot with this one because they have threatened lawyers. 

  * ****** **** *************************
  Thu, Dec 19, 9:40?AM (12 days ago)
  
  
  Hi there Mr. **** my name is ****** I don't know if you remember talking to me in the past but I need a little help. I have a BBB complaint that the lady has threatened legal actions ( I am sure it was just a threat ) but she has gotten the Attorney General involved also. I am wondering if I just send in the contract with her signature with the highlighted section showing where we can move a guest if the cabin warrants it?
  
  *** **** *** ** ** ************* 
  *** **** ** ****** ********   *

  

  Business Response

  Date: 02/03/2025

  I have submitted the contract that states we did everything we were supposed to. I have spoken to my boss and they have said that we will pay for the motel stay and 1 night in the cabin. We had somewhere else for  you to go per the contract. I know this will not be what you want but that is what I am able to offer.

  Customer Answer

  Date: 02/04/2025

  
  
  Complaint: 22607855
  
  
  
  I am rejecting this response because:

  I do not accept your offer of the hotel and 1 night in the cabin.  
  

  It took our arrival night AND the entire next day for you to have your contractor confirm what we were telling/showing you before you offered us another cabin.  As I’ve stated before, the mishandling of communication and the overall lack of concern regarding the cleanliness and SAFETY of your cabin and guests unfortunately resulted in us not wanting to continue to trust your business practices with our health and the health of our children.  Surely you understand how badly it reflects for whoever inspects your cabin(s) before guests arrival to not only miss the unmistakable smell of mold and mildew, but to have the amount of visible mold growth in the cabinets.  Then to be told it was in the air vents!  You would understand how our trust in your company declined as the hours went on while you left us in limbo to confirm the truth we were telling you.   By the time the offer for a new cabin came it was too late.   As I stated previously, it is the ethics and values of your company that I’m appalled by. 
  

  Therefore I stand firm on what I requested from your company.

  **At this point I will settle for a refund of the original cabin booked through Bear Camp Cabin Rentals ($1466.88) and the cost of the hotel room/s we were advised to book ($489.44.).
  Total refund equaling $1,956.32. **

   

  Copy and pasted for the THIRD time.  

   

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

• Initial Complaint

  Date:09/30/2024

  Type:Facilities 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 reserved the Tiny Barn Cabin for 9/23 thru 9/28. Upon arriving, the cabin had several rotten places in the floor. We watched where we walked for fear of falling through. Then the air conditioner leaked into the cabin when it rained, flooding the living room floor. Because everything was booked up, we had no alternative but to stay there.
  
  We asked for a different cabin to stay in the last night of our stay, because the floor was flooding, but was refused. We are seniors and were afraid of slipping and falling on the wet floor. We put a large container under the leak and it filled up and ran over. They have a strict no refund policy. We would like a refund at least for one night to be compensated for our inconvenience.

  

  Business Response

  Date: 10/15/2024

  Thank you so much for allowing us to answer this complaint. I have included everything in the file above.

  

  Business Response

  Date: 10/15/2024

  Lets see if this works if it does not work can I send it in through the email address?

• Initial Complaint

  Date:05/09/2024

  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.

  attached is the reservation confirmation from Feb 21, 2024 and all emails regarding reservation starting April 14, 2024. Discover says they can't dispute since it isn't fraudulent, haven't received letter yet. They won't send out a check even though they claim they can't refund to my discover checking account after they were able to pull the money out of it when i made the reservation.
  
  attached is all email correspondence.

  

  Business Response

  Date: 05/09/2024

  I am so sorry ********* ******** about this refund. From what I understand we were waiting for the chargeback to come in so we could just approve the chargeback and you would get your money that way. I have spoken to the accountant today and she is cutting you a check right now.  Once again we area so sorry and I think there was just a break down of communication for this refund and once again we are so sorry about this and it was a pleasure to speak to you today.

  Customer Answer

  Date: 05/09/2024

  
  
  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:01/25/2024

  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 were discriminated against; I may take legal actions. I made a reservation last month for Bear Elegance Cabin for my boyfriend & I birthday month celebration on 12/30/2023 & made 2 payments $351.11, 01/09/2024- $474.48. When it was close to the time to travel, there was a weather issue around Tennessee and New York. I watched the news tht week & called each day to see if we could reschedule but was told tht I couldn't and if the service people could not go up to the mountain, then we couldn't, but I was assured tht it would be fine because there was no snowstorm where we were renting. On 01/19, while waiting on a connecting flight. I received a text message in the evening time tht our cabin was moved because the service people could not go up to clean. I was told to call; I spoke to someone and was given an option to receive a voucher or accept the new cabin. I had no choice because we were already heading there. I was accommodated in a cabin that was not compared to what I had originally paid for. I called back and spoke to the reservation person and was told tht they did not have any other cabin available. I told her tht we paid a lot of money for the original cabin & to be given something we're not happy with. As soon as we're about to board I received another text tht the cabin was changed with an inside Jacuzzi. We got in late tht night and the cabin we received was unacceptable. The master bed shower wall by the nob had a huge hole in it, the master bed toilet did not flush, and the arcade game did not turn on. We were stuck with a cabin tht was not to our liking and was given no option whatsoever. I feel that our cabin was given to someone else, there was no snowstorm over the weekend and the reservation people did not at least switch us to our original cabin the next day or give any kind of compensation. Our vacation was ruined, and your staff was not all tht helpful. It was either take it or be stranded. I would like a phone call to discuss this matter.

  

  Business Response

  Date: 01/26/2024

       We appreciate your contact with the BBB regarding this claim, and we are grateful for the opportunity to respond. We must express our strong disappointment and disbelief regarding the allegation of discrimination against us. We want to clarify the situation by referencing the contract that you signed, which clearly outlines our policies.
  
  The contract explicitly states that no refunds will be issued for acts of God, no refunds will be given after check-in for any reason, and early departures, including those due to inclement weather, are non-refundable. Furthermore, it clearly states that mountain roads can be challenging throughout the year, and we do not guarantee road surface conditions. We strongly advise all guests to have 4-wheel drive vehicles or snow chains for their tires. No refunds are provided for inability to reach the cabin due to road conditions, including ice and snow.
  
  In addition, we have attached a screenshot from a local resident in Sevier County who mentioned Bear Mountain just two days ago on Facebook. It is important to note that your reservation was scheduled from the 19th to the 22nd of January. On the 18th, we proactively messaged you to remind you of the inclement weather conditions and the necessity of having a 4-wheel drive or snow chains. We informed you about the icy and snow-covered road to your initial cabin and asked if you would prefer to stay there or relocate to a safer option. When you called, you expressed a desire for a similar view to Bear Mountain, which was not feasible without a suitable vehicle. We then offered you a voucher, but you declined, stating your intent to proceed with your reservation.
  
  In an effort to accommodate your preferences, we relocated you to Deer Run, which offers a lovely view albeit not a mountain view. We believed it was a safer choice, especially with the pristine snow covering. However, you expressed a desire for a cabin with a jacuzzi, and we promptly arranged for another transfer to meet your request. If our intention had been discriminatory, we could have insisted on Bear Mountain without considering your safety. However, we did not take that route.
  
  It is essential to emphasize that our actions were motivated by your safety and satisfaction. We are well aware that individuals from Florida may not have experience driving in mountainous terrain during inclement weather, and this was not a factor in our decision-making process. Discrimination has no place in our company, as evidenced by our diverse staff and the owner's own inter-racial marriage.
  
  We genuinely wanted to ensure you had a safe and enjoyable vacation. Regrettably, due to the challenging weather conditions and the inability to reach the high-up cabins with your vehicle, your stay did not meet your expectations. However, we want to stress that our objective is to provide excellent service and uphold our reputation as a successful business. We apologize if your experience was not as expected despite our efforts to accommodate your preferences.

• Initial Complaint

  Date:01/22/2024

  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 are traveling from Morehead, KY to stay the weekend in a cabin. We are currently in a winter storm and can not make it to the destination due to roads being impassable. We have asked to change our reservation to another date due to emergency travel issues. They will not let us change our dates. We are not asking for a refund we just want to change our travel date to time that will be safer for travel. If they can’t change our dates we would like a refund. I spoke with ***** and she said she can’t do that because the travel conditions are not bad enough at the resort location, but she was delayed getting to work due to poor road conditions. My wife and mother in law are traveling by themselves with 2 small children and this would not be ideal or even smart to make this trip. Also the weather conditions are expected to get worse for the return trip.

  

  Business Response

  Date: 01/22/2024

  I can't address this fully because none of the information that has been given match up to our system. I tried looking up the name the phone number and the email address. But in general no we can't refund due to our contract. If the contract is signed then they saw where we don't refund or cancel due to the roads or weather.  If they would like to let me know what the name email address or phone number that is on the account I can look up the notes and other info

• Initial Complaint

  Date:06/14/2023

  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 I reserved a cabin for a June vacation. This cabin was a three story cabin with lots of space and a very nice view.
  The day of check in (we were on our way) an email stated they were trying to reach me that day because house was now unavailable. I called immediately on the side of the road and I was told the house failed a safety inspection that day. I was given two other choices. Both much smaller and nothing like my rental before. By now it's close to 5:00 and my family was stranded so we had to choose over the phone one of them. We were assured we would love it because of the view. Every single day for 6 days we woke up to construction right next to us. I understand we can't control construction but we did not reserve this. We work hard to get away and this was stressful. I was offered Dollywood tickets which is a joke. I had bought those months ago to. I would like a refund on this terrible vacation. My kids couldn't sleep well bc no space even with a blowup mattress
  I received. This home was far from what we reserved. Totally dissatisfied with Bear Camp Cabins and their efforts to accommodate us with a property similar to what we reserved.

  

  Business Response

  Date: 06/26/2023

  Thank you for allowing me to answer this complaint

• 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.

  We were charged twice for Bear camp Rentals of 847.00 on September 12th and March 1st. We stayed at Mountaintyme cabin through Bear Camp Rentals March 11th through March 14th. We were very disappointed in our stay there. This is a list of the following problems:
  1) driveway was supposed to hold 3 vehicles. There was a large tree root that had the asphalt lifted up which would damage car tire. Thus, it held only 2 vehicles. Due to this we had to park one the vehicles all the way down the mountain.
  2) It was not handicapped accessible. My wife's grandmother is 97 years old and due to hip surgery cannot climb stairs. The entrance was on the basement, so she was confined to the basement the entire stay. After we complained about this Bear Camp rentals changed the description of the cabin and stated that you enter through the basement.
  3) There were numerous large stains on the carpet. Possible due to someone getting sick.
  4) Black water coming out of shower and faucets after the second day. Thus we could not take showers or use the water for cooking or brushing our teeth.
  5) The bed mattress covers were extremely dirty. Furthermore, the comforters were extremely worn with holes. It looked like they were bought at a garage sale.
  6) The oven did not work properly.
  7) The accessories in the kitchen were not adequate. The mixer did not work. There were no potholders. Lastly pans glasses and silverware looked like they were all bought at a garage sale. They were all extremely cheap and did not match.
  8) The balance on window in the living room was broken.
  9) Lastly the cabin was not properly clean when we moved in.
  For the price we paid for the cabin plus the 200-dollar cleaning fee that everyone who rents is required to pay was not worth it for what we received. I did complain to Bear Camp Rentals and was told that it was up to the owners of the cabin to take care of any maintenance issues.

  

  Business Response

  Date: 04/20/2023

  Thank you for taking the time to leave us a review. I would like to apologize for your dislike of the cabin that you rented. I would like to address some of the things you listed.

  for starters you were charged twice once was hafe your payment when you make your reservation the final payment comes out 10 days before you arrive. I have included the contract to show this

  #1 This is the first were hearing about a tree root coming up through the asphalt no one not even you have said anything to us about this so thank you for letting us know and I will get someone out there asap to get that looked at.

  #2 We never listed this cabin as being handicap accessible as a matter of fact none of our cabins are ADA compliant so we never list anything as being handicapped  accessible and I will include descriptions of this cabin from today and 2018 to show that nothing in the wording has changed at all.

  #3 You did tell us about this and we thank you for that because now that you have told us we have gotten the carpets cleaned and refreshed so thank you very much for letting us know.

  #4 You called our office on the second day of your stay and you complained about the capet and the steak knives and how everything looks like it was dollar store quality not once in that call did you say anything about water being discolored because that would be an emergency and we would have sent someone out ASAP to look at that. I have included all the documents to show when you called us and what you informed us about.

  #5 -#7  Just because you don't like how someone else has their home decorated or furnished does not mean the house is bad it just does not fit your tates the owner of this cabin has it decorated to their taste and their liking and I find it rude that you would say everything looks like garage sale items. I go to garage sales all the time and find very nice things so for you to try and use that as a down on the cabin I do not apricate it to much. and no not everyone pays 200 for the cleaning fee the cleaning fee changes with each cabin so what you paid 205 for someone else may have to pay 300.

  I am sorry you didn't like your cabin but if you decide to stay somewhere else in the future please before you bash a company please give them fair chances to fix what you think needs to be fixed.and no it isn't up to the owners to do maintenance it is up to the owners to replace things in the cabin that they would like as in bedding and decorations things to that nature we take care of maintenance and we would have taken care of what you asked if you would have informed us. 

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did complain when I was there and also when I got back I talked to the manager on the phone and also via email.  The manager was totally aware of all the problems.  after I got back I read some of the reviews of BBC and they always respond as if they were unaware of the problems.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/11/2023

  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 the Tree Tops rental property at 2509 Piney Dr. from April 7-10, 2023. We checked-in on the evening of April 7th after business hours and attempted to use the outside jacuzzi. Jacuzzi would bubble but would not heat, tempature stayed at 71 degrees despite us following instructions in binder. We called first thing the next morning to report it and we're told a work order was placed. We returned that evening and it still was not heating and we were not informed of anyone coming to fix it. The next evening we returned to use it and it still was not heating. We called the morning of our checkout to inform them that we could not use the jacuzzi at all as it would never heat and was never fixed. The office manager said a repair man had come April 8th and said it was working. We informed her that it was never "working" or fixed as it never heated up. ***** was not apologetic or empathetic to the fact that we spent $1300 to stay here and we could neve use the jacuzzi amentity we paid for. She admitted that she knew we were never informed a repairman had entered the property and attempted a repair and her response was that "you should have kept calling us". So bottom line our whole trip we could never use the jacuzzi, despite placing a prompt work order at the start of our 3 night stay. We will NOT revisit, refer or recommend this rental company to anyone as we had a horribly disappointing experience. We would like the business owner to acknowledge that this is how his/her customers are being treated by his office manager. Thank you.

  

  Business Response

  Date: 04/20/2023

  Thank you for your review. I am sorry you had a problem with your hot tub. When you called us the day after you arrived to let us know you were having a problem with your hot tub we sent out our maintenance guys that same day. When we ask if they can come in if your not there that is because they do come to the cabins when people are out enjoying their stay. We came in we checked the hot tub and made sure it was in good working order. In the contract you signed it states we do not refund for Hot tubs and you signed that contract stating that you agreed to this. 

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Your repairman did not confirm it was working, it was not working before or after he supposedly visited. I would like to be provided the documentation from the repair man showing that the hot tub was heating, because it never heated as I stated before. I'm sorry but you or your repair man is lying. Secondly, I am not being allowed by the office manager to leave a review by this company after requesting an opportunity to do so. 
  
  
  
  Sincerely,
  
  
  
  ***** *******