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:03/18/2025

  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.

  Booked a hotel. Looked nice and clean online. Got to the hotel it was DISGUSTING. Couch was dirty, bugs in all of the lights, kids car toys (x3) on the ground in the living room and bedroom. Cheese puff on the bathroom floor. Women’s hair on the bed pillows. Dirty lamp. Dirty coffee table (hair and random gross marks that could’ve just been cleaned very easily) the list goes on. It was horrible. We didn’t get in until 10 pm and ended up just leaving and coming back to check out. When we went to the office we had explained how gross it was and the man said ‘okay’ I was shocked. I’ve reached each 5 times now and haven’t gotten one single response.

  Business Response

  Date: 03/31/2025

  Hello,

  We are responding to complaint number ******** regarding a
  stay over March 14, 2025, from ****** ******.  It is stated that Mr. ****** checked in and
  was dissatisfied with his room and is requesting a refund.  Mr. ****** actually booked through a third
  party, *********** and he paid *********** for his stay; The Resort at Glade
  Springs did not charge his card, except for a souvenir he purchased in our shop.  Our records show that after Mr. ******
  checked in at 4:55pm, he called the front desk to complain about the room
  having a toy, a Cheetos puff on the floor, bugs in the light fixture and the
  corners of the walls were dirty.  Our
  Front Desk associate offered to move his room, and he declined.  The Front Desk associate then offered to send
  a houseman to help resolve the issues with this room and Mr. ****** declined
  this as well.  Our records show Mr.
  ****** checked out at 7:20am on March 15, 2025.  We have
  this message from Mr. ****** that was sent through ************
  
  Sat 15 Mar 08:43am
  Hello. I would like to know who I talk to about how
  disgusting my room was. I told someone yesterday but it was already 10pm when
  we came and wasn’t worth moving when we could just leave a few hours later. We
  told the guy at checkout and he said ‘okay’ LOL. It was absolutely disgusting
  for a ‘suite’. 
  
   We are sorry that our
  guest had these issues, but we tried to fix it immediately and the guest would
  not accept our resolutions.  We hope to have another opportunity to provide a better experience for this guest in the future.  

  Kind regards,

  DeAnna **** 

  
  

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:03/28/2023

  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.

  Our family of four decided to stay here for a short weekend getaway, so we booked one of the ******** **** ******* Upon arriving at lodge #3, we immediately noticed the awful mold/mildew smell and inspected the rest of the building. Not only did it smell of mold and mildew, but there was, in fact, mold/mildew in every bathroom and kitchen. The floors and walls were disgustingly filthy. Half of the power outlets didn't work, and one melted one of our ****** chargers.
  Glade Springs grossly misrepresented this lodge, even after I called to discuss the conditions and amenities.
  Date 3/24/23
  Reservation Number ******
  Total charge $734.26

  Business Response

  Date: 04/07/2023

  Hello,

  I followed up with ******* *******, our Rooms Division Manager regarding this matter.  Michael said he tried calling Mr. ****** to discuss these issues but did not get a return phone call from Mr. ******.  We do want to apologize for not providing a satisfactory accommodation for Mr. ****** and his family and we hope to have another opportunity to provide a better experience in the future.  We will provide him a 50% refund for the one night which totals $367.13 and this has already been applied to the card on file.  We will also provide a 25% discount on one future stay within the next year.  Thank you.

  ****** ****

  Director of Revenue Management

  The Resort at Glade Springs 

   

• Initial Complaint

  Date:09/15/2022

  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.

  This process started on September 2021, our original wedding planner left unexpectedly, Heather took her place. Our main problem was communication. She liked to talk via email, and I like the phone. I believe a conversation can be had, then documented with an email. When I brought this up, I was told that she had too many clients and couldn't spend hours on a call. As a consumer who spent $25,000.00 on a wedding, certain expectations were not met. The menu was never verified. I had several guests that required special dietary needs. The Thursday before the wedding I had no idea what these guests were eating. This was a major concern for me. I never found out; yet, I saw a relative of mine eating the marinara sauce off of her fork because she does not eat noodles. This upset me. When I asked the guest what I could get her, she said: " I don't want to be a bother."
  Another problem was the $500,00 wedding cake that did NOT even get cut! I sat there all evening. A simple question I could have answered. The church candles were not even lit. Said she didn't know. Why would I have candles if I didn't want them lit? A banner I had purchased was hung so high, nobody could see it.
  I tried to have a conversation with the wedding planner before the wedding and not only did I feel overwhelmed, deflated, but personally attacked. I have worked with other venues and I have never felt so humiliated.
  I also felt attacked when she sent an email stating that I was "refusing to pay." I NEVER said I would not pay. I was RELUCTANT to pay. Food allergies are very serious, life threatening. I still don't know what my guests ate.
  Lastly, the problem with the bed bugs is not acceptable on ANY level. The couples are still dealing with this!
  The point is: nobody cared then and nobody cares now. It proves, not only did the wedding planner not care, nor does the establishment. Enclosed find the final email that I feel is degrading. Note, the title is not wedding planner but Director of Sales.

  Business Response

  Date: 09/23/2022

  This letter is a response to the claim from ****** ******** (client) requesting a billing adjustment from her daughter’s wedding in September 2022. After reviewing each of the client's complaints with our Director of Sales (DOS), we feel that our Resort met each of the client's needs and requests that were communicated to the DOS and no adjustments should be made. Requests that were not met were due to no communication or lack of details of those requests. Below are responses to each of the client's complaints and, if desired, we are happy to provide email threads to these points.

  The Wedding Specialist submitted their 30-day resignation on June 10^th, 2022, due to personal issues that required their full attention. The client was informed of this resignation, by the Wedding Specialist on June 28^th via email. The Director of Sales (DOS) was introduced in that same email to the client and began communication with the client(s) (mother of the bride & bride) on July 1.

  The DOS and the client had multiple phone conversations, and emails. The DOS did not state they had "too many clients and couldn't spend hours on the phone". The DOS stated that they had to schedule calls based on availability because there were other scheduled calls, appointments, events, and meetings with other clients. The DOS has multiple emails responding to the client with available hours for a phone call when the client requested a phone call.

  The DOS was present during the client's menu tasting on July 16^th. The menu selections (Beef & Chicken Cordon Blu Dinner) at the tasting were selected by the client(s) based on their Wedding Package. During the tasting the bride, groom, client (mother of the bride) and mother of the groom were all present and were all in agreement that the meal they tasted would be the plated dinner for the wedding reception, except for the potatoes, one of the clients (groom) did not like the preparation of the potatoes during the tasting and requested red bliss potatoes, baked, and cut in quarters. The DOS confirmed this change during the menu tasting. Upon final confirmation at the menu tasting the mother of the groom and mother of the bride said it was the bride and groom's decision and they stated this is the menu they would like to have. The menu was confirmed on July 16^th.

  On July 21^st the DOS received an email from the mother of the groom stating, “Client (mother of the bride) and I were quite underwhelmed with the food that was served at the menu tasting." Which there was no mention of food being underwhelming during the menu tasting, except for the potatoes, which were addressed at the menu tasting. The DOS responded to the mother of the groom expressing their concerns that they were underwhelmed and responded to the remaining concerns of the email. The mother of the groom was going to host the rehearsal dinner and the DOS provided a banquet menu for the mother of the groom to review and select that dinner from.

  On July 26^th the client emailed the DOS requesting a phone call stating, "Any time is ok with me, I am a stay home grammy!" The DOS responded to the clients email on July 27^th stating "I will give you a call tomorrow, most likely mid-morning around 10:00 AM. I look forward to speaking with you." During this call there was mention of changing the menu for the wedding reception's plated dinner and the client referred to the Banquet Menu that the mother of the groom had received to select a rehearsal dinner from. The DOS explained to the client that the menu that was selected during the menu tasting was part of a Wedding Package and was priced accordingly to the meal selected and the package inclusions. The DOS stated to the client that they wanted them to enjoy their event and so if they wanted to change the menu the resort would make an exception, but the DOS stated the need for urgency because they would have to reprice the same Wedding Package with the same inclusions with a newly selected menu. The client said they would think about it and follow up with the DOS.

  On August 15^th the DOS sent an email to the client requesting a phone call at 4:00 PM because the client had recently started a job and her hours of availability for phone conversations were no longer any time available but available after 4:30 PM. The client responded to the DOS that they were available at 4:30 PM on August 15^th or 4:30 PM Tuesday, August 16^th which the DOS worked other scheduling around to meet the client's new hours of availability.

  The DOS had still not received a confirmation on menu change and was needing to confirm a menu since the wedding was three weeks away. The client and the DOS spoke on August 15^th and chose a menu, from the banquet menu. The Chicken & Beef Duet (Airline Chicken with Forest Mushroom Sauce). The client followed up with an email two hours later asking about another chicken dish (chicken marsala) from another dinner selection from the banquet menu asking for a package price on it. The DOS worked with the Conference Chef on pricing and priced out each Beef & Chicken Duet (Airline Chicken or Chicken Marsala) and requested the client choose one chicken dish.

  The DOS emailed the client the pricing on August 18^th. The client responded to the DOS on August 18^th requesting two BEOs (banquet event orders) for 1. The original Wedding Package that was selected with the Beef & Chicken Cordon Blu that was presented during the tasting and 2. The newly priced menu with the Chicken & Beef Duet. The DOS responded in an email with the breakdown of each package and cost per person on August 19^th.

  On August 22^nd the client emailed the DOS in regard to their concerns about the menu, the DOS responded on August 22^nd stating that yes, they did need a menu and that the selections were sent as requested on August 19^th but no selection was communicated to the DOS as to which menu the client wanted to choose.

  On August 23^rd the client requested a phone call with the DOS and wanted to discuss the menu and other questions. The DOS responded to the email concerns on August 23^rd as the DOS had other meetings scheduled that day and the next. The client responded to the email at 11:07 PM with a final guest count, and menu. The DOS submitted a BEO with the menu and details of the event on August 24^th for the client to review. On August 24^th the DOS sent the client an email regarding the menus with the dietary needs stating they would be chefs' selection. Each dietary need plate was prepared by the chefs per each request: 2 gluten free, 1 no beef, 3 vegetarian, 1 vegan, 1 gluten free and vegan. The client was sent a text on September 2^nd with the menu items.

  During the wedding reception the client brought the guest who is referenced as "eating marinara sauce" to the DOS whom the DOS spoke with. This guest is gluten free and vegan, but when the DOS asked what their allergies and dietary needs are, and explained that if the chefs have the ingredients, they will prepare the guest another meal, but ensured the guest that the meal provided was gluten free and vegan. The guest declined to share dietary restrictions and stated "please don't worry about it, I have already had 2 salads". The client, the DOS and the guest were all present in and with this conversation.

  The DOS met with the representative of ******** ***** (third party) on the day of the wedding and directed them to the location as to where the cake was to be assembled a few hours before the wedding reception. The representative informed the DOS that the client ordered two sheet cakes, which the DOS had no prior knowledge of. Sheet cakes are commonly brought in by clients so that staff may precut and serve guests in a timelier manner when there is a large number (over 200 guests at this reception) to serve, and the banquet staff served each guest cake that was provided by ******** ***** per the client. The client was reluctant to provide details and had no communication or instructions for the DOS to provide to the banquet staff in regard to the cakes.

  The ceremony took place at The ***** ********* ******, which is not resort owned, managed, or operated. The DOS was present and assisted at the church the day before for the rehearsal. The candles were placed in the church by the client and the client's family on Friday when the DOS arrived to assist with the ceremony, and line up of the parents and wedding party. The DOS was not asked to decorate and was not instructed on that day to the light the candles.

  The DOS had the banner hung in the front of the hotel as requested by the client per a phone conversation, the DOS would've have had the banner moved had the client provided detailed information as to where to hang the banner.

  The DOS received an email from the Accounts Receivable Manager stating that the client was refusing to pay for the full amount prior to the wedding, even though there was a signed document agreeing to pay in full. The DOS initially called the client when they received the email and left a voicemail to discuss. When the DOS did not hear back from the client, the DOS sent an email explaining they would like to discuss with the client. The client then responded, and payment was later collected.

  The bugs the client referenced were addressed by the Rooms Division Manager and the guests that experienced this issue were moved to another room and accommodated during their stay.

  When the Wedding Specialist resigned, the Resort needed someone to manage the remaining 8 weddings that were booked for the year. The DOS has been an associate with company for 20 years and oversees the Sales and Catering departments and the Wedding Specialist reported to them. Instead of hiring someone new who had no knowledge of the existing weddings, the DOS felt it necessary to make sure these priority clients were taken care of and there have not been any complaints from any of the other wedding clients.

  Kind regards,

   

  Director of Revenue Management

  The Resort at Glade Springs

  Business Response

  Date: 10/13/2022

  The DOS provided a professional, and factual response to each of the client's complaints in detail, outlining each complaint the client submitted in the initial response.
  

  The Resort at Glade Springs allowed the client to bring in an outside food & beverage source for the cake which the client did not provide instructions for, prior to the event or during the event, regarding the sheet cakes and wedding cake. The client did not provide the reason, the DOS, or any associate with instructions on which cake(s) to serve. The client also did not address the cake during the event. Each guest was served a piece of cake that was made from the outside vendor the client sourced. The cake issue was not relayed to the DOS until September 5 th, two days after the event in an email from the client.
  

  The DOS did not state they had "too many clients and couldn't spend hours on the phone." The DOS stated that they had to schedule calls based on availability because there were other scheduled calls, appointments, events, and meetings with other clients.
  

  The DOS had the banner hung in the front of the hotel as requested by the client per a phone conversation, the DOS would've had the banner moved had the client provided detailed information as to where to hang the banner, but the client did not request any changes. The banner was left at the resort and the client requested it to be mailed back to them. The DOS arranged for the banner to be mailed back to the client, and the resort paid for the shipping.
  

  The client received each service and product they requested and more.
  

  The DOS created a customized special package for the client, which was not included in the original package. The DOS worked to ensure this was exactly what they wanted so that their expectations were met. The DOS knew the client did not like the menu presented at the tasting, after the tasting, even though the menu was confirmed on July 16th at the tasting. The DOS wanted to make certain their event was what they wanted, and exceptions were made for the client.
  

  The DOS worked with the bride and groom on a special surprise event they wanted to perform for their guests a log sawing event- which the DOS was asked to assist in this surprise from the bride & groom. For this event the DOS was asked to gather all the guests during cocktail hour on the lawn so the bride and groom could perform their special log sawing event, as it was a surprise, that none of the guests were aware of. The bride & groom prepared a script for the DOS to read aloud in front of all of the guests, which the DOS was not aware of until a few hours before the special event. The DOS had to set up a sound system, which the resort did not charge for to conduct this special surprise. The DOS was helpful and assisted the bride & groom with this event because they wanted their expectations to be met for their special day.
  

  The DOS coordinated the wedding ceremony, assisted with the details, organized the lineup of the wedding party, performed duties of a greeter and hostess to all of the client's guests and assisted in seating guests in a venue that is not managed or operated by the resort.
  

  The DOS noticed food & beverage brought in by outside sources in the groom's ready room (a conference room), which is prohibited, but the DOS did not charge the fees that should have been associated with bringing in outside food or beverage or ask them to remove it. The DOS did not address this because they wanted the guests to enjoy themselves and their time because this was a special day for the guests.
  

  The guests who were in the accommodations where the bed bug complaints were made, was a multibedroom accommodation (a house), which was not occupied or paid for by the client. The guests who were in the house were all moved to upgraded rooms at no charge and were all satisfied with their room changes. The guests who rented the house wanted a “party” house to have after the wedding and willfully went back into the house for the "after party" after they complained of bed bugs. The bed bug complaint was now not an issue to the guests at this time. The guest's house resulted in excessive amounts of garbage, debris and alcohol-soaked carpets which took multiple days to clean, and the resort did not charge for. The house had to be placed off market for four days after departure which the resort also did not charge for. The guests who occupied this house also called the Health Department and the Health Department conducted an inspection and there were no findings of bed bugs in their documented report.
  

  We understand that weddings are extremely emotional events, and expensive ones. When clients' expectations are not met to their liking doesn't mean they didn't receive the services, or the products they requested. In this case the client did receive each service and product they requested, and more. With this said, there will be no adjustments made to the client's card(s).
  

  Kind regards,
  
  Director of Revenue Management
  The Resort at Glade Springs
  

  
  

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I cannot seem to find the last email you sent with Glade Springs comments to my final statement. I expected nothing less than them blaming everything on me and thinking they did everything perfect. I am now walking away. It is not worth the aggravation this has caused me. I am not surprised and have nothing else to say.

  Thank you for your help.

  **** ********