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:01/10/2024

  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.

  I must express my deep disappointment. The exorbitant cost for “Smoky Mountain Memories” did not align with the numerous issues we faced upon checking in. For the first three days, we were denied access to the porch due to a broken garage door, and the main porch door was inadequately secured with plywood. The state of the beds was unacceptable, requiring hours of effort to make them suitable for use. Shockingly, the bathrooms were unclean, with evidence of waste, and the bottom level emitted a persistent foul odor, likely attributed to septic tank issues. One bedroom had bugs which resulted in my son getting bitten in his sleep. This experience fell far short of expectations, and I hope others are spared similar disappointments. Additionally, I must highlight the overall cleanliness of the cabin, which fell far below acceptable standards. The entire space was shockingly filthy, compounding the already disheartening list of issues. This experience not only marred our stay but also raised serious concerns about the maintenance and hygiene standards at Cabins USA in Pigeon Forge. Prospective guests deserve transparency about the conditions they may encounter, and I sincerely hope improvements are made to prevent others from enduring a similar disappointment.

  

  Business Response

  Date: 01/12/2024

  The guest (****** **********) checked into the Unit (Smoky Mountain Memories) on 1/2/24 and departed the morning of 1/6/24.
  
  Upon check-in the guest reported cleaning & maintenance issues. A member of our maintenance team was dispatched on 1/2/24 to address the maintenance issues.  A cleaning crew was dispatched on 1/3/24 to address the cleaning issues.
  
  A supervisor reached out to the guest. The guest was offered and accepted a total refund of $4,235.12 for the inconveniences they experienced during their stay.

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked cabin December 2022 for November 2023
  
  After looking for a while and finding a cabin with good views a price. We booked this cabin for the view. After staying there one night we get a call at 5:30 pm that we have to be out by 7 am next morning due to pacing. You can’t tell me they didn’t know that way in advance. We had obligations booked and couldn’t move till later in the night. We were offered a cabin out in no mans land, no cell service and musty smelling. We needed cell service due to elderly family back home with health issues.
  
  We asked if they would do something for our inconvenience and disappointment for not getting a view cabin that was why we planned this trip to well we give you another cabin.
  
  We would appreciate if they would give us this cabin again next year during the same time frames to make up for our inconvenience, missing out on a great view and my very mad wife.

  

  Business Response

  Date: 12/20/2023

  The guest (***** ****** checked into the Unit (Higher Ground) on 11/5/23 and was scheduled to depart the morning of 11/10/23.
  
  Our company was only given little notice that the road in which the Unit (Higher Ground) was located would be closed for re-pavement.  An agent reached out to the guest on 11/6 and offered the guest 2 viable options. The guest could either be moved to a one of the available comparable units as replacement accommodations or they may depart that day (11/6) with a refund of the unused nights. The guest chose to be moved to a replacement accommodation and chose another Unit (Mountain Retreat).
  
  The guest (***** ****** checked into the Unit (Mountain Retreat) on 11/6/23 and departed the morning of 11/10/23.
  
  A supervisor reached out to the guest and offered a refund of $182.20 for the inconveniences they experienced during their stay, but the guest declined and requested a full refund. As the guest stayed the full duration of their reservation, we are unable to offer a full refund.

  

  Business Response

  Date: 12/22/2023

  The road in which the guest’s original Unit (Higher Ground) was located was privately owned and not a main throughfare, as such access to information was limited.
  
  As soon as our staff was notified of the road closure the guest was contacted and comparable accommodations that was available were offered.
  
  The guest stayed for the full duration of their stay.
  
  The refund offer of $182.20 was extended for the difference in amenities from the original Unit to the replacement Unit as well as the inconvenience of having to move properties.

  Customer Answer

  Date: 12/28/2023

  I will agree to the $182.20 refund previously offered to me by Cabin USA. After I receive confirmation from my Visa credit card ending in 8813 that the refund has been sent, I will consider this complaint closed. No further action will be taken afterword. 

• Initial Complaint

  Date:10/10/2023

  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 with Cabins USA in one of there cabins (Adventure Lodge Gatlinburg) from Thursday, 9/28-Tuesday, 10/3/2023. We were excited to visit with family and have room for all of us. My group arrived at different times but upon arrival we noticed the cabin was not clean, it wasn't just daily dirt but long term dirt, the intake vents were dirty, there were cobwebs hanging from the ceilings and the porches were dirty and covered in cobwebs as well.
  The showers had hair in them and the bathrooms floors had not been swept. The sheets were clean though. The dishwasher was not properly attached to the cabinet and when we tried to open it the whole thing came out.
  I contacted Cabins USA regarding the cleanliness of the cabin and they said they would send the cleaning crew back the next day (Friday). When I contacted the company later Friday evening they stated the cleaning crew had been back but we saw no evidence of this.
  On Thursday evening we found that the hot water was not hot. We once again contacted Cabins USA about the hot water and about no internet service. They sent a repair man the next day at 9:30 in the evening. He was able to get the hot water running. Maintenance checked the internet out and said it was a hardware problem, but we never heard anything from the company. As I planned to work while on vacation we found the internet was not working, we informed the company and maintenance checked it out and said it was a hardware problem, but we never heard anything from the company.
  
  We have reached out to the company several times regarding the situation, our disappointment and asking for recompense. We have yet to hear anything from them regarding our emails or phone calls.
  
  The cabin had obviously been neglected for quite a while so there is no way they could not have been aware of the situation.
  
  Thank you for your time and assistance.
  ******** ********

  

  Business Response

  Date: 10/11/2023

  The guest (******** ********) checked into the Unit (Adventure Lodge Gatlinburg) on 9/28/23 and departed the morning of 10/3/23.
  
  Guest reported on the evening of 9/28 that the unit was not properly cleaned, and the internet service and hot water were not functioning properly. Due to the time of day/evening in which the issues were reported our cleaner & maintenance technician was dispatched the next day (9/29).
  
   The technician was dispatched & corrected the hot water issue on 9/29, but stated to correct the internet issue new equipment would have to be ordered.
  
  A supervisor reached out to the guest on 10/10 and has since spoken to the guest. The guest was offered and accepted the offer of a refund for the inconveniences they experienced during their stay.

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cabin USA MANAGEMENT was not sympathetic to the fact A RAT crawled on our food. We caught him due to him eating our food. My family now has PTSD they told me my issue wasn’t important enough & made me wait 40 minutes to be contacted. They barely compensated me for my stay & they told me they weren’t refunding our food {$500} that the rat destroyed/ touched even though we barely purchased 24 hours earlier. We offered receipt proof & we were going to leave food upon our departure. Also my brother hurt his toe DOWN TO THE MEAT while catching the ?????? they told me they wouldn’t pay for his injury EVEN THOUGH HE WAS INJURED ON THEIR PROPERTY WHILE CATCHING THE RAT ON HIS PROPERTY— something their pest control should have been doing.
  
  CabinUSA MANAGEMENT was unprofessional & kept brushing me off like I asked to pay $4,600 & have my family drive 10 hours to stay with A RAT ??????.
  
  **Im a repeat cabinUSA stayer & they treated me & my family like trash**
  
  They relocated us to another cabin & only TWO TVs worked (theater room didn’t even work) & refrigerator was broken. We also had to wait an hour after the allotted check in time. The floors were so dirty… we had flint stone feet.

  

  Business Response

  Date: 07/28/2023

  The guest (******* ******) was originally checked into the Unit (Bar Mountain IV) on 7/24/23 and was set to depart the morning of 7/28/23.
  
  Guest reported on the morning of 7/25 that the cabin had a pest control issue and requested to be moved to a different Unit. In order to investigate the issue further and compile a list of viable options that would accommodate the guest and their party, our agent informed the guest a supervisor would contact them shortly.
  
  A supervisor reached out to the guest the on 7/25. The guest was offered 3 different options: a refund of their first night which the guest declined, a full refund if the guest wished to depart which the guest declined, or to receive a refund of 2 nights in addition to moving to another comparable unit (Marco Polo) in which the guest accepted.
  
  At the guests request the refund of $1,769.72 was processed in the form of a check in which the guest physically collected in person on 7/25 in addition to an incident report. The guest then checked into their alternative Unit (Marco Polo) on 7/28 and where they stayed the duration of their stay.
  
  The guest was offered a full refund on 7/25 if they wished to depart, but declined, moved to alternative accommodations, and the guest accepted the partial refund.
  
  The guest paid a total of $4,641.71 and was refunded $1,769.72 (nearly 40% of their total) in the form of a check in which the guest physically collected in person on 7/25 per the guests request.

  Customer Answer

  Date: 07/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Complaint: ********
  
  I am rejecting this response because:
  I was offered a refund yes. But for the togetherness of my family, after being displaced due the rat & spending $550 for hotels alongside out to eat dinner on 7/25, we moved to MARCO POLO. Marco Polo was an outdated cabin in no comparison to the brand new cabin I previously stayed in with the rat problem. Upon check in the cabin was dirty— check in is at 4pm. I called in at 4:40 this is on their record as the receptionist told me my time & she informed me that they are short staffed & they have a certain amount of cabin to clean & if traffic/ people don’t check out on time that can delay the cleaning process. I informed her that my family & I have already been thru enough & this is unacceptable— she stated she will have management call. Upon getting settled in the cabin my family and I noticed the refrigerator wasn’t working & the TVS weren’t working. FOR CRYING OUT LOUD CABIN USA promote a theatre room & out of ALL TVs it’s not working. Two TVs out of an 8 bedroom/ theater room cabin AND NONE WORK. I asked CABIN USA to refund our groceries that the rat from the first cabin crawled/ tampered with & they told me no! $500 down the drain. The reason we took our time to check in a little later was due to grocery shopping all to discover THE REFRIGERATOR WAS OUTDATED & NOT WORKING… so we drunk hot sodas/ juice cause it wasn’t refrigerating anything & no ice was being made. Still a waste of buying groceries & the maintenance man can confirm these allegations.
  
  **I would like to be refunded my remaining balance of $2,871.99 DUE TO UNSATISFACTORY CABINS & SERVICES I EXPECTED WERE NOT ACCEPTABLE. This WAS NOT A VACATION THIS WAS A NIGHTMARE & if anyone who works for cabin USA took their family on vacation & had MY EXPERIENCE they would expect nothing less. I am only requesting a full remaining refund now due to the fact the cabin wasn’t up to par**
  
  Also FYI— I was informed I would be receiving a callback due to the unsatisfactory of the cabin it is now going on 72 hours and NO CALLBACK has been done — no sympathy for my family of 21 family’s vacation. Please help refund my money. -******* ******
  
  ** please find attached a picture of my brothers foot after walking on the floor of MARCO POLO & tell me is that acceptable of a $319 cleaning fee/ hour late check in due to being short staffed I HAVE PICTURES/ videos FOR DAYS**
  Sincerely,
  
  ******* * ******
  
  Sincerely,
  
  
  
  ******* * ******

• Initial Complaint

  Date:07/17/2023

  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.

  Reserved a cabin for week of 7/9-7/14. When I arrived, the hill was too steep to park on leaving us with nowhere to park. Called their maintenance dept about several issues I had found within cabin. Never heard anything from maintenance. Talked to *** about issues and he only agreed to give a partial refund of one night. Based on all the issues I found, I feel I should’ve received a full refund.

  

  Business Response

  Date: 07/18/2023

  The guest ******* ****** checked into the Unit (Bear Mountain Lodge) on 7/9/23 and departed the morning of 7/14.
  
  Upon check-in the guest reported a maintenance issue (bedroom ceiling fan missing a singular screw).
  
  
  On 7/10 the guest called to report another maintenance issue: (living room TV issue) and that they wished be moved to a different unit as they were uncomfortable with the elevation of the cabin. On 7/10 a supervisor contacted the guest to offer assistance. The supervisor explained that due to limited availability the Units available were of higher elevation than their current Unit. The guest was offered a full refund if they wished to depart, however the guest declined.
  
  On 7/11 the guest called to report a few maintenance issues (outlet cover missing and 1 TV remote is missing). A maintenance technician was dispatched on 7/11 to address the maintenance issues. An outlet cover and remote was delivered and installed and the ceiling fan blade and TV was repaired.
  
  A supervisor reached out to the guest the morning of 7/14 offered partial refund.
  
  The guest was offered a full refund on 7/10 if they wished to depart, but declined, all reported issues were addressed within a timely manner, and the guest accepted the partial refund.

  

  Business Response

  Date: 07/19/2023

  On 7/9 the guest called and questioned the assigned location of the parking for their Unit (Bear Mountain Lodge). The agent reported there were 2 “parking spots” dedicated to their unit.
  
  On 7/10 a supervisor contacted the guest to offer assistance. The supervisor explained that due to limited availability the Units available were of higher elevation than their current Unit. The guest was offered a full refund if they wished to depart, however the guest declined.
  
  On 7/11 a maintenance technician addressed and corrected the reported issues.
  
  As the guest didn’t wish to move to another unit with a parking area on an inclined surface, declined a full refund that was offered on 7/10 if they wished to depart, and they stayed the full duration of their stay; a refund of $300.00 was offered and accepted by the guest. The refund was processed on 7/14 to a Visa ending in 2425.

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The manager didn’t understand that I had drove over four hours to this location to vacation. To offer a refund thinking I would find something that fast is an insult which would’ve inconvenienced me and my family. He didn’t say anything about me having to depart if I received a full refund. He stated that he would call me back before I departed on Friday that way he could get all of what I had paid for to stay there the whole week. He never did call me back at all to check on things at all. This was a Tuesday when he called me. He stated that he was sending a maintenance guy to fix my issues. I had to call that afternoon to get someone out there. I had to call him as I was leaving to go home about my refund. He doesn’t do very good business with people. Due to the hassle I’ve encountered here, I’ll accept nothing less than a full refund. 
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/11/2023

  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.

  Our stay at Autumn Run with Cabin USA was from July 2nd-July7th 2023. We got there late on July 2nd so we passed out foe the night. The next night my kids was in the upstairs bed when one of them said she was getting bitten by something. After inspection, we found there was bed bugs in the bed this was about 10pm. After calling maintenance after hours for 15min straight we finally spoke to someone who was there around 11. He seen the bugs and advised they was bed bugs. He took pictures also. He advised he had some vacancies that he could put us in. So, we packed everything up and headed out to the vacancy to find out it was rented. We went to several different ones that the website was vacant and when we pulled up everyone was rented. This went on till 2am. Then finally got a hotel room for $145. Then woke up about 8am to find out that Cabins USA would have their pest people come out and look at the situation later in the day. They refused to put us up in a different cabin. The supervisor said they couldn't put us in anything else unless we paid a difference of $1700. So, we decided to head back to Florida 9 hour drive due to no solid place to stay. We only got 4 nights of refund and they kept our cleaning fee. The maintenance tech advised they had to fire about 20 cleaning people due to them not cleaning. We showed him under the beds, bed shams, and black hair that was under the top sheets. Also, the mattress pad was pure rust brown. Reading up on this, says it is from bed bugs being crushed. We had reservations for white water rafting for $170 that unable to refund due to not being 48 notice and zip line loss of $100 since the place was not open. Not to mention had to throw away suitcases and wife's purse. Other issues was the hot tub cover was torn down the middle and not being clean as a whole. You will see spider webs all in the corners in the cabin especially above upstairs bathroom. The top of the fridge is matted with dust. Same pictures sent to company.

  

  Business Response

  Date: 07/18/2023

  The guest ****** ********* was originally scheduled to check into the Unit (Autumn Run) on 7/2/23 and depart the morning of 7/5/23.
  
  Late Night of 7/3/early into the next morning of 7/4 the guests contacted our after-hours emergency telephone line regarding a pest control issue and a maintenance technician was dispatched to assist the guest. As our maintenance technician is not a certified pest control technician and they were unable to confirm the species of the insect. The guest ****** ********* wished to move to another unit, however given the late hour (time was early morning on 7/4) when the guest logged onto our company’s website, availability for the night of 7/4 (checking in at 4pm) was displayed. Given the holiday, our availability was limited, and the guest elected to stay at a local hotel.
  
  During business hours a supervisor reached out to the guest to attempt to assist them, however as the guest made the reservation directly with the owner (guest of owner) of the Unit (Autumn Run) and not Cabins USA; no funds ($0.00) were collected when the reservation was made.
  
  Cabins USA is a property manager of individually owned units. As such with what limited availability our company had in which to move the guest was not owned by the same property owner, our company could not move the guest without collecting funds.
  
  The guest ****** ********* declined moving to another unit.
  
  A certified Pest Control Technician (outside vendor) was dispatched and confirmed the insect found within the original Unit (Autumn Run) was not a bed bug.
  
  As Cabins USA has not collected any funds from this guest, we have no funds in which to offer this guest ****** **********
  
  Furthermore, a member of management did reach out to the guest to further apologize for the guests experience and explain as the guest made the reservation directly with the owner (guest of owner) of the Unit (Autumn Run) and not Cabins USA; no funds ($0.00) were collected and as such Cabins USA cannot provide a refund.
  

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The maintenance tech did in fact advise us that it was bed bugs. Even if it wasn't bed bugs there was an infestation of bugs in each of the two beds. Cabins USA is responsible for the cleanliness of the cabin which the cabin was filthy. There has been other guest who has stayed in same cabin who said it was filthy.(Last Name ******) The maintenance tech logged onto his system and seen the availability that was on their end. I was logged onto the system to help the maintenance tech after we went to the first cabin he was going to place us in. Futhermore on July 4th, we was never offered to stay in another cabin just advised we would have to pay $1700 for a cabin that was available for the rest of our nights. The issue is we drove 9 hours for a week with our kids for a summer trip. We spent money on different activities that we lost and hotel expense. Cabins USA has failed to even acknowledge any blame for themselves for the root cause of the issue of not being cleaned properly. It is sad our kids lost their 4th of July due to this nature. We haven't been asked if we would like to come back stay in another cabin, we apologize for the filth, here is your reimbursement for hotel and tickets, etc. Nothing has been done to make this right but to say not bed bugs, no money, can't do anything about it. Shameful if you ask me. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/13/2023

  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.

  2 wks b4 trip they called & said cabin sold we had to use different cabin. Fast forward to 6/7- 10 hrs in car & arrive & construction cars there- said our cabin unavail for 2 wks. 2 hrs later told no cabins fit criteria & we had to stay at 1 cabin for 2 nghts & other for 2 nghts. So unpack for 14 ppl then 2 days later repack, do the chores cabins USA requires b4 leaving THEN drive to diff cabin & do it all again. We had no choice We got to cabin & settled in & look online at nxt cabin & not acceptable- no amenities we needed So 4 hrs on phone w/ supervisor- so rude & said no upper mngrment we could talk to. They breached contract not once but twice he arrogantly said he looks contracts all day as if were stupid & wouldn’t b able to take action against company. We have attorney connections & knew this to be false. We asked for at least 50% refund for a now twice breached contract but only only given 25% still have not received as of 6/13 . We asked for verbal confirmation of hottub for nxt cabin & told yes We get there & NO hot tub. Jetted tub in master suite didn’t work and shower broken. black dead bugs on floor even in kitchen- completely unsanitary. outdoor firepit swing broken & broken glass scattered by firepit young kids could have been srsly hurt. We already spent 1/2 of trip on phone w/ cabinsUSA so we called attorney & took pics. 2nd night at this cabin/last night of trip we got back from island @ 11pm & was 90 degree in master suite/kid room. AC was blowing HOT air, Maintenance said too late to come out So last night of vacation, 6 ppl- 4 kids & baby had to sleep on floors with black bugs to TRY to rest before 10 hour drive home in morning. Been trying to call since we got home and no one calling us back. set up conference with classaction lawfirm as theres 100s ready to join who like us have been misled & suffered damages by the deceitful and unethical practices of this company. We will not accept anything less from Cabins USA than a full refund.

  

  Business Response

  Date: 07/13/2023

  The guest (***** *****) was originally scheduled to check into the Unit (Luxury Mountain Hideaway) on 6/7/23 and depart the morning of 6/11/23.
  
  The original Unit (Luxury Mountain Hideaway) was originally scheduled to be completed (fully constructed and rental ready) prior to the guests stay, however our company was given very little notice from the construction company that the property wouldn’t be ready. As such, on 6/2/23 a voicemail was left for the guest (***** *****) stating to contact our company for an urgent matter regarding the guest’s upcoming stay. On 6/7, as the guest hadn’t returned contact to our company they arrived at their original Unit (Luxury Mountain Hideaway) and immediately contacted our office. Our agents apologized and stated that due to unforeseen circumstances their original Unit (Luxury Mountain Hideaway) wouldn’t be available for their stay.
  
  Our company’s primary goal was to find adequate accommodations for the dates of the guest’s stay and the size of their party. Due to our limited availability a single unit with consecutive dates to accommodate this guest’s entire stay was not available. As such our company offered one Unit (Ain’t Life Grand) for the dates of 6/7-6/9 and a second Unit (Fireside Retreat) for the dates of 6/9-6/11.
  
  The total of this guest’s reservation was $3,605.74. Due to the inconveniences in which the guest experienced the guest, (***** *****) originally requested 50% of the total paid as compensation (total of $1,802.87). After speaking with the guest our company did offer $1,257.77 (roughly 34%, not 25%) as compensation in which the guest accepted. The refund was processed and split into 3 different transactions: $813.66 processed on 6/7 to a Discover Card ending in 5828, $44.11 processed on 6/7 to a MasterCard ending in 3338, & $400.00 processed on 6/15 to a Discover ending in 5828.

• Initial Complaint

  Date:05/16/2023

  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 arrived at River Paradise from Cabins usa on May 14,2023. It was filthy with dirt and old bandages in the bottom bathroom. The how tub smelled terrible and it was dirty. I called multiple times and was told they would send out a cleaning crew. They did not send anyone. I then called multiple times on May 15,2023 and finally spoke to a manager and was offered to be moved but my husband did not want to move. I was told that they were sending out a cleaning crew out. Not to mention the 2 cockroaches we saw in the kitchen. When we got back to the cabin it had not been cleaned. One area in front of the patio doors had been spot cleaned. My husband then swept up the kitchen and I then sent other pictures of the dirt again. I spoke with *** this morning and was told he didn’t see any dirt in the pictures. When asked what I wanted i suggested an extra night or two, since I know the company is one not give any money back. I was told he cannot do that either. I spent over $2100.00 for a filthy cabin, a health risk hot tub and now one is willing to help. I will not be using this company again period. I have used them for 4 years straight and each year it get worse. Last year it was the bathtub backing up and the dryer not working. I have multiple pictures of the cabin, hot tub and where I have called. Not to mention my emails. Can you please help. I do not want to do any more business with them again!

  

  Business Response

  Date: 06/05/2023

  The guest (****** *******) checked into the Unit (River Paradise) on 5/14/23 and departed the morning of 5/18.
  
  Upon check-in the guest reported a few cleaning issues. A cleaning crew was dispatched on 5/14/23 (the same day it was reported) to address the cleaning issues.
  
  A supervisor reached out to the guest the morning of 5/15 as they were not satisfied that the issues had been addressed. The guest was offered 2 different comparable units (Smoky Bear’s Lodge or Parkway Plunge) in which to move to as replacement accommodations, however the guest declined.
  
  Per the guests’ request an inspector was dispatched and corrected the reported issues on 5/15.
  
  On 5/16 per the guests request a technician was dispatched and corrected the hot tub issue.
  
  The guest was offered alternate accommodations, but declined, all reported issues were addressed within a timely manner, and the guest accepted the refund of the cleaning fee.

  

  Business Response

  Date: 06/07/2023

  The guest was offered alternate accommodations, but declined the options. Maintenance Tech, Inspector and Cleaner came out to address your issues in a timely manner. The guest was offered the cleaning fee and accepted

  Customer Answer

  Date: 06/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I spent a lot of money on a vacation that was ruined by cabins usa. And calling me a liar is not acceptable!
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/15/2023

  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.

  Stayed at “cabin on the lake” for 4 nights. First night the a/c did not work in upstairs bedroom so we called. They offered to move us to cabins that were not in the area we were at. Or a maintenance man to bring us a portable unit until a/c man could come first thing in the morning. No problem. Until portable unit wouldn’t keep room cool and kept blowing hose out of window and we didn’t have anything to fix it. So slept in 80 degrees with a fan. Next day we went into town got back and unit still isn’t fixed. Call again. Finally that night late someone comes. Temporary fix till next morning and another guy will fix it. Got back to cabin and it’s 80 degrees. I call and no update. Said they would call me back with one and didn’t. Floors were dirty. Pictures of cabin on website and what we got were not the same. You can see website has big deck with hot tub in it and a fire pit. This cabin is also supposed to be pet free and there was dog pee on post and a few other places. Which tells me that moping was not done and cleaning fee is paid for that to be done. Most of our vacation was taken up trying to get our a/c taken care of and the last full day we just gave up. No call back. No a/c. The dates of my stay were 5/9/2023 to 5/13/2023. I will never use cabin U.S.A. again. I will look for other options. That’s a lot of money to pay for horrible service. False advertisement and not clean and no a/c. The deck was so dirty I had to wipe things down to sit outside. Hot tub did not function properly. Only some of it works. They may have offered to move us the first day but nothing after and we had family on their way there and didn’t want to move and bother them while driving with different address. Thank you for your time.

  

  Business Response

  Date: 06/05/2023

  The guest (****** *******) checked into the Unit (Cabin on the Lake) on 5/9/23 and departed the morning of 5/13/23.
  
  Guest reported on the evening of 5/9 that the AC/HVAC unit wasn’t operating properly. A technician was dispatched on 5/9 (the same day it was reported) to address the AC/HVAC issue.
  
  The technician was able to correct one of the AC/HVAC units, however the other AC/HVAC unit required an outside vendor.
  
  A supervisor reached out to the guest the on 5/9. The guest was offered 2 different comparable units (Bear Necessities or Bear Cove Escape) in which to move to as replacement accommodations, however the guest declined. The guest was then offered a portable AC/HVAC unit which they accepted. A technician brought a portable AC/HVAC unit on 5/9.
  
  The guest was offered alternate accommodations, but declined, no other issues were reported, and the guest accepted the offer of a refund in addition to a Future Night Voucher.

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to start by saying disappointed is an understatement describing our stay. Before arrival we received an email stating our cabin rental was canceled due to unavailability, followed by an email stating to disregard the first email. Upon arrival, there was an entire crew staining our cabin , at 4 pm with no end in sight. It was obvious to us that this cabin was not prepared or intended to be rented when the crew stated that it wasn’t ready, needed work and hadn’t been cleaned. We had driven 6+ hours from Ohio with family. The smell of the stain was intense so when we were finally let in we had to leave the house anyways. The house had dirty floors, dirty counters, the ceiling fans had over 2 inches of dust on them and the shower curtains have mold. There were no toilet paper holders, towel bars, and several missing light bulbs. The customer service rep apologized and stated they had recently “fired the cleaning crew”, which is completely unprofessional to disclose to a customer. Next, the dryer quit working with wet clothes to sit in the washer for 2 entire days that it took someone to come fix it. The wi-fi was constantly broken, and to top it off the AC went out at the cabin. The most infuriating, and unprofessional, unacceptable part of this is that the maintenance person for the A/C had arrived after 930 pm , let himself in our cabin while we were sleeping with our 10 year old child in the lower level, with no prior phone call saying he was on his way or even at the door, he just let himself in! I’m positive that is not your policy, and if it is your policy it certainly isn’t mine. A person who I do not know, entering our home for the week , at night, unannounced. That is crazy and could have been a very dangerous situation. I have detailed pictures of every single thing listed in this email and also detailed accounts from every guest that stayed with us. We have stayed several places and NEVER been so dissatisfied and outraged by this whole situation.