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:01/09/2023

  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 12/26-12/29 in room 2027. We arrived 12/26 & checked in that evening, we had pre paid $280.62 - i noticed a funky smell in the halls but it didn't smell in the rooms so we overlooked it. That night we got snowed in at a friends cabin & weren't able to stay in the hotel that night, when we were able to make it out the next day (27th) & back to the hotel, we asked to add on another night as we had one night wasted. She told us we would have to pay $150, which would be charged the next day at midnight, we proceeded because the first night we did not get to fulfill any of our plans. We found our room had no towels or rags - had to ask a housekeeper for some. As the room should've been newly stocked a& cleaned for our reservation I was a bit confused by this. We headed out shortly after for the evening, we got back we went to get ice & drinks - then found that the ice & drink machines were out of order. We ended up purchasing drinks from the general store next to the front desk & asked about the machines on the floors & we were told they couldn't do anything & weren't sure why they were not working. We spent the next day out, we came back ,showered & went to lay down. The first night we laid on top of the covers with our own blankets from home, but this night we decided to use the hotel comforter/sheets & fleece blanket, to have more warmth as it was cold. This is when I noticed bugs (photo attached) I went to show the receptionist & she said "we are trying to get a handle of the issue around all of the rooms at the moment we are aware of the issue" at which point I was absolutely disgusted if there is a widely known issue with bugs, rooms shouldn't actively be booked until the issue is resolved , I asked to speak with a manger & the receptionist said that the manager was going to be out for the Holidays so nobody was available to talk to. I asked for a refund , she stated she was not authorized to do so. I have since contacted multiple times with no response

  Business Response

  Date: 01/18/2023

  Contact Name and Title: Tanner Lambert - GM
  
  Contact Phone: 865-453-4106
  
  Contact Email: [email protected]
  
  To Whom It May Concern:
  
  
  
  We are writing regarding the claim made by a mutual client at our property. After further investigation and speaking directly with the Front Desk Agents who checked her in and on duty during the nights of her stay we have compiled details about the claims above:
  
  
  
  1. Reservation - The Complaint made by the mutual client did not have a reservation with us for the nights in question. We have a reservation under a completely different name. The only reason we are bringing this to your attention is due to the dates and the activity of extending their stay does line up with what the guest stated above in their initial complaint.
  
  
  
  2. No Refund - If this is the same person, they were told they would have to book an additional night with us and we would not be able to move their money around to a different night. Their initial reservation was through a third party company booking.com. We have to follow the reservation given to us for their stay. We happily made a reservation for them directly through us when they wanted to extend their stay. We would not refund their first night as the guests in question had already checked into the hotel. Signed all the paperwork and brought their belongings to the room. Whether or not they were able to make it back down to the hotel, the room was IN USE. We sold out this night and were unable to resell this room to anyone due to their belongings being in the room already.
  
  
  
  3. Missing Linen - The room very well could have been missing a few items regarding their towels. We alerted every customer who checked in there may be a few items missing from your towels as we have had a pipe burst in the laundry area and we are working as diligently as we can to address the issue. We had laundry taken offsite to a laundry mat and was waiting on items to be returned so we could finish stocking the rooms that were needed. We took proactive measures to ensure that guests could still check in with out having to be inconvenienced by the pipe bursting that was out of our control.
  
  
  
  4. Ice Machines - The Ice Machines on floors two and four are in fact out of order, but we have other machines on three and five. We are waiting on parts to arrive for those machines to have them fixed.
  
  
  
  6. Drink Machines - Drink machines were out of order as well because COKE had emptied them and were removing them off property. These machines were unplugged, empty, and left cracked open by COKE. They are property of COKE and we were waiting on their scheduled pick up.
  
  
  
  7.Bugs - We have routine maintenance done to our rooms and our facility with bi-weekly and monthly contracts with our Pest Control Companies. If an issue arises, we immediately handle the situation and we NEVER LET an issue go unresolved.
  
  
  
  8. Contact - We have not received any phone calls regarding this matter. Managers are required to check their phones daily when they are scheduled. The GM on property checks his phone daily and makes personal phone calls back to the individuals who have called and there has not been a single follow up phone call from this guest. We also keep very accurate notes in our reservation system on each guest as well as paper logs as well. Neither system or log has an incident of the guest reporting any issues to the front desk nor following up with the GM on property.
  
  
  
  If you have any other questions or concerns please feel free to reach out!
  
  
  
  Thank you,
  
  GSRL Management
  
  
  

  Customer Answer

  Date: 01/18/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I asked for a refund due to bed bugs that we DID in fact complain about and got no help. I have called, and emailed several times. I do not nor did I ever expect a refund for the first night due to the weather, asked for. Extended stay and willingly paid, AS I STATED. I provided a photo of the bug specifically found in our bed, which is a bedbug. When i provided a photo and notification of this to staff it was ignored and told a manager wasn't there to handle it. I have since called, emailed, contacted through Google reviews, and booking.com from the initial reservation. It seems your staff has been extremely unprofessional and inefficient with this, and according to your statement they failed to follow protocol. We had to treat our items with bedbug treatment to prevent spreading to our home as well. I expect a refund for the nights we stayed, and the issues this has caused us.

  Business Response

  Date: 02/03/2023

  This customer never came to the front desk to complain about Bed Bugs. Our standard procedure for Bed Bugs is to immediately move the guest to another room. Once the guest is removed from the room we shut the room down, call our pest control company, and they come to inspect the room. If they find any evidence of Bed Bugs they will heat treat the room. It sits for 24 hours, then housekeeping can re-enter the room to clean the room for it be placed back on market. During this time all Bed Bug covers, mattress covers, etc. are thrown out and we replace them with new ones. I have looked over all of our logs, room notes, and even housekeeping records and the room the guests were in has not been reported for any Bed Bug Activity. We have also had many people stay in this room after their departure and not a single other guest has brought any evidence or attention to any bugs in the room. As I stated prior, I have not received a single email, phone call, or voicemail regarding this matter until yesterday 2/3/2023 at 9:29 PM. I will respond to the email to alert the customer that I have received her message. Thank you.