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:03/24/2025

  Type:Order 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.

  March 2, 2025, I contracted with Cabins USA to stay in Dream Maker cabin. Cabins USA contacted me the week of March 17th to tell me Dream Maker is no longer available. I told them I contracted for Dream Maker and not the suggested cabin Hibernation Lodge and just refund me my deposit and cancel the contract. They refuse to refund me my deposit and insist that I have to stay in Hibernation of which I did not contract to use. They then sent me a contract for Hibernation on March 21, 2025 requesting my signature. Of course, I refuse to sign it.

  

  Business Response

  Date: 03/27/2025

  A member of our management team is currently gathering further data to reach a resolution.

  

  Business Response

  Date: 04/01/2025

  After reviewing all data connected with this reservation (including call recordings in which the guest directed foul language/profanity toward a member of our management team), a full refund has been processed for this guest.

• Initial Complaint

  Date:12/27/2024

  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.

  When we made reservations for Douglas Dream cabin it showed picture of lake from cabin with a boat dock so we could bring our boat and fishing equipment. We were planning to fish and relax at the cabin. Upon our arrival at the cabin Douglas dream on December 10 2024 we went to back deck to check out the lake. We were shocked that there was no lake but the dock was there. Called office while i was really upset and told them that no water or lake in our area. They then said the lake is drained certain parts of the year. I told them we’re from Florida we had know knowledge of lake being drained. Told them I was going to seek legal help if they did refund our money. They said they don’t handle disputes until we checkout . Here’s the 23 December and still nothing. I’ve called and emailed them still nothing. My next step is take them to small claims court.

  

  Business Response

  Date: 12/27/2024

  A member of our management team is currently trying to reach out to the guest to gather further data to reach a resolution.

  

  Business Response

  Date: 12/30/2024

  A supervisor has since reached out to the guest and reached a resolution. The guest was offered and accepted a total refund of $350 for the inconveniences they experienced during their stay.

• Initial Complaint

  Date:10/21/2024

  Type:Facilities 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 arrived for our Honeymoon to check in to the Angel’s Attic on Monday 10/14 to find that our cabin had not been cleaned from the previous renters. We called and let the office know, and they said they would have someone go out and clean it. By that time we had been in the car for over 6 hours and were starving, so we asked them if they could give us a call when the cabin was cleaned. After eating and then sitting around in our car for around 3 hours, we eventually called the office to check on the progress, only to be told that they were done cleaning the cabin a while ago! By the time we got in to our cabin that night it was around 10pm, only to find that they had “cleaned” the cabin but left ALL of the previous renter’s food/etc that was packed full in the refrigerator, freezer, and all over the counters. We were told that night that a manager would be in contact with me to go over what we would be getting back, and that it should at least be the cleaning fee ($85.) After getting there at 10pm, we then had to clean out the fridge and freezer to be able to put our things in there. Since 10/14 I have called multiple times asking for a manger to get this taken care of, and have been told every single time that “they will give you a call towards the end of your stay” and that “they are busy dealing with in-house customers,” which I was at the time! I have left a voicemail and have asked at least 3-4 different people there to have a manager call me and I have heard nothing. My husband called early this morning (Friday 10/18) and a woman acted like it was ridiculous that nobody has called us yet and said that she would make sure to tell the manager that they need to get on it and get this taken care of. We checked out this morning and drove all the way back home and still have yet to hear anything. I feel like we are getting ripped off and being pushed aside and forgotten about. This has been a horrible experience and I hope nobody else has to deal with this company.

  

  Business Response

  Date: 01/03/2025

  A supervisor has since reached out to the guest and reached a resolution. The guest was offered and accepted a total refund of $100. The guest was also offered a free night voucher for the inconveniences they experienced during their stay, however the guest declined.

  Customer Answer

  Date: 01/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22443864, and find that I am fine with only getting $100 back even though we should have gotten the whole first night stay back since we didn’t get into our cabin and settled until around 11pm due to them not having it clean for us when we arrived. Getting $100 back is definitely better than getting nothing back, but I do want to say that the supervisor offered me a free night stay OR $100 back. She did not offer the $100 back until I said I would not ever be coming back to stay with them and declined the free night. I feel as though this business needs better access to managers/supervisors for customers when they need them so they don’t have to worry about their cabin during their entire vacation.  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising 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.

  False advertising for a cabin named Absolutely Viewtiful with no view due to foliage. Cabins USA advertised this cabin with a wonderful view and my family and I was shocked when we could not see any of the view that was abundantly advertised in Cabins USA website. I have filed a formal complaint with Cabins USA seeking a full refund but they offered me $225 which is a shame because I paid $3,500 for this cabin that showed a tremendous view of the Smokey Mountains. Which we did not receive! I called Cabins USA when we first arrived (7-8-24) seeking a new cabin with a better view and conveniently they did not get back with me while still on our vacation. I have attached a file of my formal complaint sent to Cabins USA reservations team, they were dismissive and not willing to refund me for this horrible experience of a vacation for my family and I. I chose a cabin named for its views and finding out it has NO views is very frustrating. Company's like this are taking advantage of family's like mine that live 13 hours away, all we have to go by is what is shown on the website. Consumers are at the mercy of the company's advertising and when advertising is this egregious something needs to be done. In my attachment I have advertised pictures along with actual pictures.
  
  Thank you for your time, feel free to call if you need any more information
  
  ***** ****** ************ 

  

  Business Response

  Date: 10/28/2024

  The guest (***** *****) checked into the Unit (Absolutely Viewtiful) on 7/8/24 and was scheduled to depart the morning of 7/14/24.
  
  No issues were reported during the guests stay.
  
  On 7/24 the guest requested a refund due to the lack of view at the cabin.
  
  On 7/27 a supervisor reached out to the guest to gather further data and reach a resolution. The guest stated while there was a view from the 1st & 3rd floor of the cabin, there was no view on the 2nd floor.
  
  On 7/27 a supervisor reached out to the guest and reached a resolution. The guest was offered and accepted a total refund of $225.50. The guest was also offered a free night voucher in addition to a monetary refund for the inconveniences they experienced during their stay, however they declined the offer of a free night voucher.

  

  Business Response

  Date: 12/06/2024

  Our apologies for any inconvenience the guest may have experienced due to the difference in expected view, however as no other issues were reported during the guests stay, the refund of $225.50 is adequate compensation.
  
  As the guest stayed the full duration of their reservation with the only reported issue being the reported 10 days after their departure, we are unable to offer a full refund.

  Customer Answer

  Date: 12/09/2024

  This is wrong, this needs to be fixed. A company is false advertising openly online and the Greater Tennessee BBB is going to allow them to get away with this? Financial compensation or not I have stated many times Cabins USA is false advertising. I thought this is what the BBB is for, to get these things corrected. 

• Initial Complaint

  Date:09/16/2024

  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 arrived at our cabin on 9-14-2024 around 3:40. We knew our cabins door wouldn’t open until 4 so we decided to unload our truck and sit on the porch. Upon unloading, my husband decided to open the hot tub to make sure it was okay. We noticed immediately that there was clearly a woman’s belly button ring, toenails & change in the hot tub. It was clearly not cleaned. We called immediately and let them know that it wasn’t cleaned properly. They let us know someone would be out and they were sorry.
  Afterwards my husband turned on the jets in the hot tub and to our surprise, human feces came out of the jets. I could have thrown up. We were finally able to get into the cabin and walked into a nightmare. Cobwebs everywhere, the pool tables top was ripped and beyond repair, TV’s unusable, mold growing on the shower head & white substance on the doors. I called back and let them know I was irate. To drive as far as we did and to walk into this….unacceptable.
  
  They “came and cleaned the hottub” you wouldn’t catch me dead in and then said they would come out to clean the other things. It’s the night before we leave and they haven’t been here once. They offered me $50, a free night and 20% off my next stay. Then they offered to give us the cleaning fee back and move us to a one bedroom cabin. We didn’t want that offer and think we deserve our entire stay back because the human feces were the icing on the cake for me. I’ll attach all photos I look and communication with them because something has to give.

  

  Business Response

  Date: 10/28/2024

  The guest ********* ******* checked into the Unit (Bearway to Heaven) on 9/14/24 and was scheduled to depart the morning of 9/16/24.
  
  Upon check-in the guest reported some cleaning & maintenances issues. A member of our housekeeping team was dispatched to address the cleaning issue. The following was addressed: hot tub emptied & re-cleaned.
  
  On 9/14 the guest requested to move to another Unit. Due to our limited availability a 2-bedroom (or larger) unit with consecutive dates was not available to accommodate this guest’s stay. As the reservation documents listed the guest’s party consisting of 3 adults and 1 child, our company offered a 1-bedroom Unit (Saw’n Logs) which would accommodate a total of 8 guests. The guest declined moving to another Unit.
  
  A supervisor has since reached out to the guest and reached a resolution. The guest was offered and accepted a total refund of $279.69 in addition to a free night voucher for the inconveniences they experienced during their stay.

• Initial Complaint

  Date:08/05/2024

  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 stayed at the Cowboy Up cabin in Pigeon Forge, Tn. We arrived 7/27/2024 and checked out 8/3/2024. Upon arriving at the cabin, we noticed several issues, for starters the TV in the main living room did not have a cord long enough to where it could be plugged in to use, the Pin ball machine was broken, the house did not seem properly cleaned, stains on the shower curtain upstairs bedroom left side, blood splatters on sheets in 3rd floor right bedroom, the rug in the Livingroom was disgusting, ripped and posed a fall hazard due to the rips and area that was rolled up near the door, the floors were filthy to the point when the kids ran around barefooted their feet were black. We also had issues with roaches in the kitchen on the counter tops and fridge (they did send someone out to spray on Thursday), dirty dishes in the cabinets, the stove did not heat up properly it took 35 minutes to cook canned biscuits. The last night of our stay the hot tub would not heat up above 90 degrees. We called cabins usa on Saturday upon arriving to make them aware of the TV, pinball machine, and leaking faucet- we also requested to speak with management-- we did not receive a call back, it wasnt until Monday evening they came and hooked up an extension cord in order for the TV to work, and fixed the leaking faucet. The pinball machine was never fixed, we went almost 3 days with no tv. I also stopped by cabins usa Sunday to make them aware of our issues and request to speak with management, no one was there to speak with. We called each day requesting to speak with management, and never received a call back from anyone. This is horrible customer service, and the filthiness of the cabin was something we have never dealt with before, completely unacceptable. We would like a complete refund-- Our family spent our hard earned money for a weeks vacation that was ruined by a dirty cabin that didnt function properly and a management team that didnt care to resolve our issues

  

  Business Response

  Date: 08/22/2024

  The guest ***** *****) checked into the Unit (Cowboy Up) on 7/27/24 and departed the morning of 8/3/24
  
  In the evening of the guest’s check-in date the guest reported via voicemail a maintenance issue (TV in the Den needed an Extension Cord). In the evening of 7/28, the guest reported a few additional maintenance issues (sink dripping in one bathroom, pinball machine not functioning properly, TV in Den needs an extension cord). A member of our maintenance team was dispatched on 7/29/24 to address the maintenance issues. The following was addressed: delivered & installed extension cord for TV in Den area (ensured proper function), replaced bathroom faucet (to correct leak issue), diagnosed pinball machine malfunction (due to the nature of the repair an outside vendor was contacted & scheduled, but unable to be dispatched during the guests stay).
  
  On 8/1 the guest reported the cabin had a pest control issue. An outside vendor (pest control technician) was contacted, dispatched, & addressed the guests concern on 8/1 (the same day it was reported).
  
  A supervisor reached out to the guest. The guest was offered and accepted * ***** ****** ** ****** for the inconveniences they experienced during their stay.

• Initial Complaint

  Date:06/03/2024

  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 had a terrible experience. The place was dirty, not as described at all, the amenities didn't work, and the management was unhelpful when we complained.
  
  I have attached is a letter sent to Cabins USA with our concerns. We got no return letter or phone call in response. After numerous phone calls I finally received the cleaning fee as a reimbursement and I believe that to be a slap in the face after what we experienced. The negligence on their part is beside me.

  

  Business Response

  Date: 06/13/2024

  The guest ******* ******** checked into the Unit (Luxury Mountain Hideaway) on 1/20/24 and departed the morning of 1/27/24.
  
  Upon check-in the guest reported a few maintenance issues. A member of our maintenance team was dispatched on the same day (1/20/24) to address the maintenance issues. The following was addressed the same day the issue was reported: shower door glass removed, and a temporary shower rod and curtain installed for the remainder of the guest’s stay.
  
  The guest also reported upon check-in some cleaning issues, but initially declined a cleaning crew being dispatched to address their concerns. The guest later allowed a cleaning crew to be dispatched but requested for them to address their concerns the following day (1/21). A cleaning crew was dispatched on 1/21 as per the guest’s request to address their concerns.
  
  On 1/22 the guest reported a few maintenance issues. A member of our maintenance team was dispatched on the same day (1/22/24) to address the maintenance issues. The following was addressed the same day the issue was reported: re-cleaning of the bathroom with the temporary shower curtain (per the guest’s request) & repaired bed frame in one bedroom.
  
  On 1/23 the guest reported they needed additional kitchen items. A member of our maintenance team was dispatched on the same day (1/23) and delivered a variety of kitchen items per the guest’s request.
  
  A supervisor reached out to the guest. The guest was offered and accepted a total refund of $219.00 for the inconveniences they experienced during their stay.

  Customer Answer

  Date: 06/21/2024

  I find it highly unprofessional that the BBB closed this complaint today because it says that I didn't respond to the business reply. I never received information from the BBB that the company wrote a response. 

  The business reply came on 6/14 and the BBB closed the complaint before 4PM on the 7th day 6/21 even though your system says that I had 7 days to respond. It would have been responded to on the first day I received a response if I'd have known there was something to reply to. 

  CABINS USA did not do everything possible to make the guest happy. The respondents  email was not accurate. It was made to sound as if when I asked for  something it was provided to me within a reasonable time frame.  And that is far from accurate. It took them 3 visits yo remove the glass from the floor in the bathroom. And even after they sent a cleaner, we cleaned the unit ourself. No one ever repaired the broken games, pool, or hot tub. 

  They didn't respond to my complaint about the home not being as advertised which other than the gross negligence in allowing us to check in with shattered glass all over the floor was by far my biggest complaint. The home was advertised a 3 stories and it's not! Even says that there was a fireplace downstairs and it wasn't. 

  This home was advertised as Luxury! And it's far from it! 

• Initial Complaint

  Date:05/28/2024

  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.

  My family attends a Tennessee trip around the same time each year. It's our anniversary/family vacation. We have 5 children so go all out on 1 big vac. We booked "A View From Above" cabin in Sevierville for 5 nights costing $3,676.36. We got there 5/21/2024 about 10- 15 min before check-in and I began unloading our stuff on the front porch until the 4:00 check-in time. My son tried the door and it wasn't even locked so we went on in. The door leading outside by the pool was wide open as well. After looking around we noticed that 2 of the beds were broken. One broke so badly that the mattress was on the floor. We called and some guy came out to fix it. He had no idea what he was doing and started just patching it together with the boards all wrong. My husband is a carpenter and had to patch the bed together himself with this guy's drill because he was doing a horrible job at it. We told him about the other bed and he said he wasn't worried about it, to just use it until it breaks because they are so cheap anyway. He said someone else would be working tomorrow I can call then cuz he gets off work at 11 which was in 30 mins. The pool here was so cold my kids couldn't handle swimming in it. Someone came out on 5/24 and said the filter was clogged and that's why it was so cold. My kids got to swim in it once but it still was pretty cold come the next day. The hot tube smelled like nasty water and said the filter nor water hadn't been changed in over 2 months past the due date. This place was covered in baby centipedes and we would find them in our clothes and beds. Two of my kids were covered in bites from something in that cabin. The place had not been cleaned even though a cleaning fee was charged. The internet would continuously go out causing no way to watch tv and the fire detector would beep due to a dead battery. We called twice but no one came to fix it. We ended up leaving a day early because we were tired of the issues that kept occurring while we were there.

  

  Business Response

  Date: 05/31/2024

  The gues* ****** ***** checked into the Unit (A View From Above) on 5/21/24 and was scheduled to depart the morning of 5/26/24.
  
  A supervisor has since reached out to the guest and reached a resolution. The guest was offered and accepted a total refund of $335.00 in addition to a free night voucher for the inconveniences they experienced during their stay.

• Initial Complaint

  Date:03/11/2024

  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 arrived approximately 7:30 pm on March 8, 2024. We are due to check out by 10 am on March 10, 2024. Upon, arrival we found the floor to the cabin unswept, Christmas tree up in the living area with ornaments fallen underneath. The hot tub without enough water to sufficiently cover the jets. The “heated pool” room was at a temperature of 64 degrees with the water cold as well. Over 100 lady bugs as soon as you walk into the pool room. We called over the pool situation due to this being the reason for the stay and it not being warm enough. A gentlemen was sent out at approximately 10 pm to discover the breakers tripped after the people on the phone telling me the heaters were turned on that morning. He turned the breakers back on and told us it would be warm by morning. We went down Saturday morning to discover the breakers tripped again and the room still cold. We called again at 8:52 am that morning and told that management would return our call, after not hearing anything we called them back around 4 pm where a supervisor offered to give us the cleaning fee of $209 and the pool fee of $49 back. I told her that I did not believe that was sufficient since we paid $1198.20 and our reason for the stay here was the pool. She told me she would return the call after spending more time to find a solution. A different supervisor returned the call telling me they couldn’t do anything else, he was extremely rude, he spoke over top of me and would not let me even speak. After I told him it wasn’t enough to make this right and we would be satisfied with them returning those fees in addition to one nights stay, he threatened me to not provide any compensation which made me feel forced to take the two fees in that moment which I did. I hope this helps someone else save themselves of staying with company considering they had an electrical issue with their amenities and are not willing to be accountable for those.

  

  Business Response

  Date: 03/14/2024

  Hello,
  
  We are unable to confirm and/or provide response to this complaint as do not have a guest by that name in our records.

  

  Business Response

  Date: 03/22/2024

  All of our calls are recorded for training purposes and quality insurance.
  
  The following is the transcribed call(s) during which the refund was offered:
  
  1st Call
  
  (Agent): Would a free night voucher benefit you as well as some compensation or are you looking for some just compensation?
  
  (Guest): I think we would rather just have straight compensation.
  
  (Agent): Ok, so what I would like to do is refund your cleaning fee and your pool fee which would equal $289.00. This is the near the equivalent of 1 night’s rent. Would that be alright with you?
  
  (Guest): Honestly, I’m not super thrilled about it.
  
  (Agent): May I have a little time to look into this matter further and call you back? Would that be alright with you?
  
  (Guest): Yes, please just give us a call back.
  
  (Agent): Yes, ma’am. Just give me a little time to look into this further and we will give you a call back.
  
  2nd Call
  
  (Agent): Hello, I’m a supervisor with Cabins USA. How are you today?
  
  (Guest): I’m good. How are you?
  
  (Agent): I’m well. I’m just calling to check on the status of the issues you had the other day regarding the pool area and the offered compensation.
  
  (Guest): Yes, I was awaiting a call back.
  
  (Agent): Yes, that is why I’m giving you a call back. With total reservation being only 2 nights I’m afraid the previously offered compensation would be the best we could offer in terms of compensation for the inconvenience.
  
  (Guest): That is what was offered, but that doesn’t seem right. That’s not even 1 night.
  
  (Agent): The $289 is nearly the equivalent of a full 1 night charge (1 nights rent: $298.35). Unfortunately, there is not much more we can do in this case.
  
  (Guest): You can give us back 1 night & the admin fee & the pool fee & the cleaning fee, then we would be satisfied.
  
  (Agent): I’m sorry ma’am. There is not much more we can do. You may choose to decline it (offered compensation), but there is not any more that we can do over what was offered unfortunately.
  
  (Guest): Y’all are going to do something…. Yeah, you can go ahead and give us that back. That’s fine.
  
  (Agent): Ok, I will go ahead and process this refund back to the card we have on file.
  
  (Guest): That fine.
  
  (Agent): Alright. Thank you very much & have a great day.
  
  (Guest): You too.

  Customer Answer

  Date: 03/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: is tone, the repetition or speaking overtop represented in that? No. With an emphasis on repetition and speaking overtop? Also, where is the part where I referenced our total being $1198.20 and where is your supervisor telling me that the $209 and $49 was half of our stay and that’s why all you could do was give that back? Leaving many parts out for someone who wants to reference a call and very professional to only include what you wanted to.
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:02/09/2024

  Type:Customer Service 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 paid for a cabin rental for my son as a gift with my debit card but the reservation was in his name. The day before check in I called to inquire about the keycode and was told that I would have to be with him upon check in to present my ID and the card used to pay for rental since his card wasn't used. At the time of booking I told the booking rep. (*****) that I was booking for my son and he never mentioned I would have to be present at check in. My complaint is that the reservation specialist and reservation manager (****) both kept saying that was the "policy". I have read and reread their policy on their website that is available to customers and NOWHERE does it state that. Also, Express Check in was an option and NOWHERE in that email does it say ID and original payment method expected upon check in if express check in not done. I am attaching both of those documents. Do not keep using the word "policy" if you cannot show me where in the policy it is stated. I live 4.5hrs away and had to take time away from my job to address this in addition to the anxiety that was caused thinking my son would not be able to check in when he arrived. I offered to email, fax, face time someone....to do anything to prove my identity without being in person and was told no. Because I was not told this upon booking nor is it in the policy I feel I am owed compensation of either a free 3 night stay or 1/2 of my money back for the rental.

  

  Business Response

  Date: 02/22/2024

  Our staff has attempted to make contact with this guest on multiple occasions without success in order to find an agreeable resolution.
  
  The guest was sent an “Express Check-In Invite” on 1/5/24 (day of booking) which offered the guest a remote check-in. This option allowed the required documents to be submitted electronically. The guest was set to arrive 2/1 and depart 2/4. Enrollment in the “Express Check-In” was required to be completed at least 72 hours prior to the scheduled arrival date.
  
  Had the Express Check-In been completed, the check-in process would have proceeded seamlessly.

  

  Business Response

  Date: 03/05/2024

  A representative from our company has since made contact with the guest on 3/4 and have offered a future night voucher for the inconveniences the guest experienced. The guest (***** ******* accepted the offered voucher.