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Business Profile

Hotel Management

Oaktenn Inc. Hotel Management

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Management.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Transaction - 8/07 to 8/10. Paid total of 363.63.
    Nature of dispute: We found blood stains on the pillow case. The initial response from the Manager on Duty was to give us $50 off . Then 2 days later the GM offered another ******* Per the attached email correspondence, I was initially seeking to remove the fees for the night that we found blood on the pillow case, however the GM became accusational and non responsive to my last email. Frustration and unsuccessfully spending time searching for another contact person from Oaktenn to help resolve the issue has made me seek a full refund. I have attached the email correspondence for your review. In addition besides the bloody pillow cases, there are cob webs between the balcony rails, and the floor was not swept, we found remanence of trash from a complimentary face wipe Bearskin gives to their guests.. and it was not from me. Please help me in this unsanitary and possibly unhealthy situation.

  • Initial Complaint

    Date:04/19/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 stayed at this hotel March 18th - Didnt come back to my hotel after 8PM. 10PM i had a lady from the front desk knocking at my door, not asking but accusing me of smoking in the room. I disagreed with her, told her i know the policies i have a child with me and i did not smoke. She said she was a recovering addict who knew the smell, received numerous guest complaints and smelled the room underneath mine and swore up and down i smoked in there. She kicked me out of the hotel at 10PM, threatened me with police numerous times and said she's sure i didnt want police called when i had a minor with me so i should leave. Being kicked out caused me to be stranded on vacation with nowhere to go.

    March 19th - I spoke with the manager of the Appy Lodge (Gatlinburg tn) Katie, and she said she would go up to the room & confirm it hadn't been smoked in and we could go from there. She called back and sided with me, apologized for the inconvenience and offered my money back (in which i received, *******) and a free stay at another location. She confirmed my address over the phone, because the address they had on file was incorrect.

    Today, 4/18:

    I reached out lastnight and left a bad review. I received a response from OakTenn operations manager Amanda ******* and she stated they had the incorrect address, my free stay was returned to sender and it would not be sent back out due to a "unsettling" review i left on March 19th. I made this review BEFORE speaking with management. I planned to take my review down after this was resolved. A review was never mentioned when speaking with Katie, otherwise i would have let her know that as well. There is also no way to see when this review was purchased so this is false.

Oaktenn Inc. Hotel Management is NOT a BBB Accredited Business.

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