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:02/19/2025

  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.

  There were multiple issues with the cabin. First, the electricity didn’t work in the lower third of the cabin, mainly the stairwell leading to the third floor and where the pool and hot tub are. They weren’t able to be used after 5pm because of this. We specifically rented a cabin with a pool so our kids could swim as much as they wanted. They did sent out maintenance, who stated that they couldn’t find the issue and would send an electrician. Because it was the weekend, they wouldn’t send anyone until Monday, the day of our checkout. In response, they sent us $153 in credit. That night it rained. I woke up to water dripping on my forehead. I was on the second floor, so a substantial amount of water had pooled in my son’s room. I called around 6am and the woman was rude to me about the issue. She said no one would come out in the rain. But it was still leaking and I was having to clean up multiple puddles of water, and more than once. When I asked for a larger credit because of the leak and the fact that my kids ended up in my bed because their room was flooding, I was told no. I find this unacceptable. We spent $921 on this cabin for 3 nights and couldn’t use the hot tub at night at all or the pool after 5pm. Then the upstairs was puddling from the rain. I am requesting that they refund me another night ($153) for the lack of sleep from the rain issue, to total $306.

  

  Business Response

  Date: 03/06/2025

  ******, we can certainly understand how disappointing it must have been for you and your family to encounter multiple inconveniences during what was supposed to be a relaxing vacation together. Not having full access to the amenities you were looking forward to, especially the pool and hot tub, is certainly not the experience we want for our guests. Then, to make matters worse, being woken up by water dripping due to a roof leak must have been frustrating. We understand the importance of having everything in working order, and we regret that these issues impacted your stay. We appreciate you bringing your concerns to our attention right away so we could send maintenance out quickly to assess the leak. Unfortunately, upon inspection, our techs were unable to locate or recreate the issue. We completely empathize with how this affected your stay, and please be assured that we are closely monitoring this issue to ensure it's appropriately addressed. While the initial resolution we offered was accepted, we understand that your desired resolution has changed. Regrettably, we are unable to provide anything further at this time. We would like to sincerely apologize once more for the inconveniences you and your family experienced. We are grateful for you sharing your honest feedback with us, and we hope to have the opportunity to serve you better in the future.

• Initial Complaint

  Date:02/18/2025

  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.

  Cabin rented was dirty, no properly working water, broken furniture and then on top of that the power went out and the management team was unwilling to help our family out. They didn’t even provide gas for the fireplace or oil for the oil lamps when we have small children.

  

  Business Response

  Date: 03/04/2025

  *******, we completely understand how frustrating it must have been to deal with multiple challenges during your vacation, especially with small children. We sincerely apologize for the issues you and your family had to endure, and we hate that your experience was anything less than relaxing. While the power outage was a citywide issue beyond our control, we know how stressful and disruptive it must have been,  and we hate that it impacted your stay. Although we wish we would have been aware of the concerns with the cleanliness, inoperable fireplace, and broken furniture during your stay, we truly appreciate you bringing these matters to our attention. Guest feedback is very important to us, and we’ve shared your comments with our team to conduct a thorough review of the property to ensure all necessary improvements are made. We understand that our offer may not have been the resolution you were hoping for, but we’re glad you were able to connect with our management team to reach a resolution. More than anything, we wish your experience had been smoother from the start. We truly appreciate your honest feedback, and we’d love the opportunity to provide you with a much more enjoyable and stress-free stay in the future.

  Customer Answer

  Date: 03/19/2025

  
  Complaint: 22949852
  
  I am rejecting this response because:

  I am responding mainly to this comment "While we were not aware of all of the issues you were experiencing until later in your stay" ---- I am not sure how much sooner CABINS FOR YOU wanted to receive issues when I told the representative about it on the 14th. We did not check in until 10pm the 13th. We were tired, but wanted showers. We looked for rags. Didn't find any so we sent a message and we all went to bed. We woke up on the 14th and needed to immediately  be at my daughters competition that was an ALL day event. We were gone from 8am to almost 8:30pm that night. I sent another message about most of our issues and the lady responded back about ONE. She was not asking if she needed to send a work order or anything. She simply said it happens. I live on a well and can assure you that what we were experiencing was not a common well issue. This was a faulty pump. In that message to the rep I stated about the water, the cleanliness, the furniture, sheets, pillows, etc. But yet CABIN FOR YOU "never knew about my issues until later in my stay"??? You all need to make this right. I will not stop. I will go further. I asked for $400 back on top of the $200 and some you gave. We paid $1182. Due to how miserable this trip was and how unhelpful you all were, we at least deserve our $400 back on top of the $200 and some you already refunded. We not only had to check out early but my kids couldn't enjoy the hot tub, showers the entire stay, it was a nasty pigsty inside, and then when the power went out (which I know is out of control) we didn't even have a working fire place... we assumed that it needed gas and CABINS FOR YOU wouldn't even supply that. You all were not helpful whatsoever. This was supposed to be our children's xmas gift. They opted out of toys, etc and asked for this trip and yet it was miserable in that cabin the entire weekend... While we had a preteen on her period who couldn't even shower. Something needs to be done. 

  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/24/2025

  We completely understand how frustrating this stay must have been for you and your family, *******, and we, again, sincerely apologize for your disappointing experience. Our goal is to provide memorable and worry-free getaways for all of our guests, but it's clear that we fell short in addressing your concerns, and we regret the impact this had on your vacation. We truly value and appreciate your honest feedback, and we will continue to improve our processes and find better solutions for the future. While we understand how disappointing this entire ordeal has been, unfortunately, we're unable to accommodate your request. The refund and gift certificate offered by management is the most we're able to offer.

• Initial Complaint

  Date:11/26/2024

  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.

  ***** *** ***** ****** ***** Mountview paradise their advertisement DOES NOT match the cabin. We experienced -Dead ladybugs all over floors furniture and windows also a dead cockroach -trashed all outside under the deck -The furniture was worn old and g**** including stained futons ripped bedding lopsided mattresses, completely ripped leather couch, bar stools and dining room furniture not safe to sit on -The pool room was the worst, rust all over the walls furniture floors and inside of pool paint chipping spotted mold -many of the bathroom items were broken/not all put together -broken nightstands in bedrooms -fridge didnt work and was dented -hot water doesnt get hot takes 20 mins to warm up -pillars on deck are sitting on crumbling rotting wood with giant nails sticking out of side -wasnt able to use top deck or side stairs it was "down for maintenance because of faulty railing" however all rails felt very unsafe -cabin was very dirty, the poker table had old food on it, the floors and windows were filthy -the wifi didnt work although there was a wifi in our cabin called "crappy pool" and when we called to complain about pool and wifi they claimed to not know even though there was a wifi named about it -A man emerged from woods and stayed outside our cabin for 9 hours and CFY never tried to help despite us and another cabin calling, until I called and asked them to trespass him - Half the time when calking their number it says "the call cannot be completed" The maintenance man took picts of our cabin it was so bad, he said they sit in an office in Ga and have never been there, he said the cabins are supposed to be inspected once a year but they arent!! Cabins for You told me there was nothing they could do for me, and they didnt know about these issues and its an "old cabin" but theres reviews i found complaining of the same things! from 2020, yet the pictures they use to advertise are NOT what it looks like! they need to be held accountable

  

  Business Response

  Date: 12/10/2024

  We truly appreciate you taking the time to share your concerns with us, ********, and we cannot apologize enough for your poor cabin experience. The feedback you've shared is not only disappointing but completely unacceptable, and we regret that your stay fell so far short of expectations. We regret to hear about the cleanliness, safety, and maintenance issues you endured — like dead insects, damaged furniture, poor conditions in the pool area, and hazardous deck areas. These are serious concerns, and we never want our guests to find themselves in such situations during their vacation. The incident with the trespasser outside your cabin and the lack of prompt assistance is equally troubling and inexcusable. Ensuring our guests' safety is a top priority, and it's disheartening to know our responses did not align with the reality and urgency of your situation. Please rest assured that we have taken your feedback seriously. We have escalated your concerns to our management team, and we are diligently reviewing our processes to ensure that our cabins consistently meet the standards we promise. We are also committed to improving how we address guest complaints and safety concerns to avoid similar situations in the future. We truly appreciate you bringing these matters to our attention, and we sincerely apologize once again for the trouble you experienced. While we cannot undo what happened, we hope this unfortunate experience does not discourage you from revisiting the Smokies in the future, no matter where you choose to stay.

  

  Business Response

  Date: 12/13/2024

  We sincerely apologize for any confusion. Our records indicate that the reservation holder spoke with the Guest Services Manager on November 4th. During that call, we were informed that if we promptly addressed the window and the man outside had left by the time everyone returned to the property, they would be satisfied. After the departure, we received an email on November 12th from another member of the party requesting a phone call. On November 13th, a member of our guest services team attempted to call the number we were given but was unable to reach anyone. We left a voicemail and followed up with an email to ensure you were updated about our attempts to connect. We sincerely apologize if you didn't receive any of our correspondence. Please know that we completely understand your frustration and disappointment throughout this entire ordeal, and we cannot apologize enough for your poor experience. Unfortunately, we are unable to accommodate your request.

  Customer Answer

  Date: 12/13/2024

  
  Complaint: 22604378
  
  I am rejecting this response because:
  

  Right we wanted the window fixed and the strange man who was scaring our family to leave, I was the one on the phone call. I also emailed asking for someone to call me because your **** phone system doesnt answer I called 17 times in a row. I finally had to keep calling and that was just to cancel the CFY membership. It had nothing to do with our horrible trip. Whats new you guys cant hold up your end to provide the services you entered in an agreement with, I will jot be removing my BBB complaint it absolutely stands with how awful your company is and I hope everyone sees this and doesnt waste their time and energy
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/04/2024

  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 arrived to the cabin, which was filled with dead bugs all over the floor. We swept them up and within an hour there were more bugs. Every level had living and dead bugs. They were coming in through all different sorts of cracks of the cabin. My son’s allergies became so bad we were in and out of doctors throughout our entire trip. The medical expenses alone cost more than the stay at the cabin. Our reception was so awful that when I finally got a hold of someone to express my concerns I was told that someone would give us a call back, but I never received a call back. This was the severity of our concern. The condition of the home was not as described. the beautiful view that they describe and showed online was tainted by cloudy windows, which could not be cleaned. And to top it off, I sliced my foot on the tile that was broken in the basement

  

  Business Response

  Date: 11/18/2024

  We are deeply sorry for the frustrating and uncomfortable experience you and your family had during your stay, Linda. It’s heartbreaking to know that your son’s allergies were impacted so severely, leading to doctor visits and additional stress during what should have been a relaxing getaway. The issues with bugs, broken tiles, and the clouded view from the large windows are completely unacceptable, and we regret that the cabin didn't meet the expectations set by our listing. We understand how important clear and responsive communication is, especially when dealing with serious concerns. Unfortunately, our records show that we only received one call from the number on file regarding the scheduling of the pool vendor. We were unaware of the full extent of your concerns, and had we known sooner, we would have taken immediate action to address them and try to make your stay more comfortable. We sincerely apologize that the condition of the cabin and the lack of communication left you feeling unsupported and disappointed. Please know your feedback is important to us, and we have shared your concerns with our team for further review to ensure these issues are resolved and to identify areas for improvement in our responses for future guests. We truly appreciate you bringing these matters to our attention; we’re committed to learning from this experience to provide a better stay for all our future guests.

  

  Business Response

  Date: 11/19/2024

  We sincerely apologize if you feel misled by us in any way, Linda; that was never our intention. All our calls are recorded for quality assurance and training purposes, and we went through every call associated with the number on file. Unfortunately, the only call we could locate was regarding the pool vendor. Please know that your experience matters deeply to us. If you were assured of a callback and it never happened, that's truly unacceptable and not the experience we want for any of our guests. We understand how frustrating and upsetting this entire experience has been for you, and we are genuinely sorry for the inconveniences you've faced. Since we can't locate any record of the reported concerns during your stay, we're unable to assist further.
  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  The company is completely lying as I spoke with someone who assured me somebody would be reaching out to me regarding my concerns. I will be happy to take this to small claims court, if not resolved.
  Sincerely,
  
  Linda *********

• Initial Complaint

  Date:10/28/2024

  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.

  Below is the email I sent to them: I am reaching out on behalf of our group of 13 people, including children, who arrived today at the "Smoky View with a Twist" cabin in Sevierville, Tennessee, after a five-hour drive, only to find the property utterly uninhabitable due to a severe infestation of bugs. The attached images illustrate the scale of the issue, with bugs scattered across floors, walls, and surfaces throughout the cabin. When we contacted your customer support team for assistance, they responded dismissively, stating that the insects are "protective species" and that nothing could be done. This lack of empathy and inaction from your team is deeply disappointing and unacceptable, especially given the impact on our group. After traveling such a long distance and with no nearby hotels available, we are effectively stranded with no viable solution for safe accommodation tonight. Let me be clear: a simple cleaning is not an acceptable solution. The conditions in the cabin make it uninhabitable, and we expect Cabins for YOU to take immediate, decisive action. We demand either a relocation to a sanitary, bug-free cabin or a full refund so we can secure alternate accommodations ourselves. Should Cabins for YOU fail to address this matter promptly, we will have no choice but to escalate our complaint publicly through social media, review platforms, and consumer protection agencies. This experience has been nothing short of appalling. As a family-oriented group that trusted Cabins for YOU for a comfortable and enjoyable stay, we feel completely disregarded. Your failure to resolve these conditions, combined with the unhelpful response from your support team, reflects poorly on your company commitment to customer satisfaction and safety. Please escalate this matter to senior management and respond promptly with a concrete solution. We expect an immediate response, as your current approach has left us abandoned and without options.

  

  Business Response

  Date: 11/11/2024

  Saumil, we want to express our sincerest apologies for the distressing conditions your group faced upon arriving at your cabin. After such a long journey, we completely understand how frustrating and unnerving it must have been to encounter issues with pests. While ladybugs are a protected species in Tennessee, we regret that your concerns weren't addressed with the urgency and care they deserved. It was never our intention to make you feel disregarded or abandoned, and we can only imagine how unsettling this experience was for everyone. Although our policy usually does not allow refunds in circumstances like this, we discussed your concerns with our senior management team, who approved a full refund minus the cancellation protection, which has since been refunded to the card on file. We are genuinely sorry for the disappointment and stress this situation caused you and your group. Our guests' experience is important to us, and we regret knowing we dropped the ball with you and your guests. We truly appreciate you bringing your concerns to our attention right away. We have shared your feedback with all departments to ensure a higher standard of care and responsiveness so this does not happen again.

• Initial Complaint

  Date:10/18/2024

  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.

  • Non-working security system / keypad • Dead bugs on the cushions looking over the backyard. • Several pieces of trim missing in the bathroom allowed you to see to the subfloor. • Deep claw marks on the bathroom door and surrounding trim from a past visitor locking their dog in there while they were out exploring. No doubt Cabins for You charged them for the excess wear but failed to put that money into fixing the damage. • The lights over the bathroom vanity didn’t work. I had to mess with the GFCI outlets and breakers to try to get them working again. Finally got them to come back up but there was a burnt-out bulb. • Moldy caulk around the kitchen sink • Spider webs all over the inside and outside of the screened patio • NO HOT WATER! She accused me of having an unauthorized pet on the property before I corrected her and had her look at the records of me adding my dog and paying for him the day before the trip. She agreed and she was wrong. They offered me a $845 gift card for the unused days via text message. She said if I take the $845 gift card, it would get emailed to me in a week after she waits any “charge backs”. I said, why would there be any charge backs if you’re going to work with me on the gift card? She said and I quote, “After talking to you on the phone, you seem like the type of person that would do that.” At that point I was boiling. How dare you accuse me of that after you couldn’t even provide basic hot water to the cabin from the first minute we walked in the door. I reluctantly agreed to accept the $845 gift card. HOWEVER, she then blew my mind by saying, “After speaking to you, I’m rescinding my offer of the gift card so we won’t be able to offer you anything at all.” Shortly after that exchange she hung up on me.

  

  Business Response

  Date: 11/01/2024

  We sincerely apologize for the challenges you faced during your stay, Rob. It's disheartening to know your experience did not reflect the high standards we aim to provide for our guests. We can only imagine how frustrating it must have been to deal with cleanliness concerns and maintenance issues — like the lack of hot water, dead bugs, worn furnishings, lights that weren't functioning correctly, and more. We understand your cabin wasn't fully prepared for your arrival as it should have been, and we cannot apologize enough for the inconvenience. We wish we had been aware of these issues during your stay so we could have taken steps to make your vacation more enjoyable and welcoming. Your feedback is important to us, and we appreciate you bringing these concerns to our attention. Additionally, we regret the added stress caused by the misunderstanding regarding your pet and the communication about the gift certificate. This is certainly not our norm, nor is this how we want any of our guests to feel. We understand the importance of resolving concerns in a respectful and supportive manner, and we deeply regret that we fell short in your case. We truly appreciate your honest feedback as we continue to find ways to improve our services and quality standards. We have shared your review with the relevant departments to conduct a thorough inspection of the property to identify all areas of improvement and an action plan to address these matters. Unfortunately, because we were unaware of the inconveniences you faced during your stay, we are unable to offer a refund at this time. We realize this is not the resolution you were hoping for, and we regret that our communication in this matter was less than satisfactory. Please know that we take your concerns seriously, and we would like to apologize once more for your poor cabin experience.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: ********
  
  I am rejecting this response because you continue to lie about the details of this interaction. 
  
  Sincerely,
  
  Rob ******

  

  Business Response

  Date: 11/14/2024

  We understand your request, Rob, and we sympathize with how disappointing this experience has been for you. Unfortunately, we're unable to provide a refund.

• Initial Complaint

  Date:08/29/2024

  Type:Billing 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.

  First we was accused of making top much noise, while wasn't at the cabin, we we're all gone tubing. They left a nasty and unprofessional voice message stating because we had 5 cars in drive way, that mean we had more than 10 guest. We only had 7 total guests. As you can see in picture only 7 guest. Then I received and email stating they are charging and additional $80 for cleaning due to excessive cleaning with pictures of 3 item left in fridge, soap in shower and 1 bathroom trash that we must have forgotten to pull. In what world is that excessive cleaning. You can see the pictures they sent and claimed to be excessive cleaning and want to charge $80.00 They look for reasons to charge you additional fees. Q

  

  Business Response

  Date: 09/09/2024

  We are truly sorry for the distressing experience you had during your stay, ********. It's completely unacceptable that you received a voicemail that came across as unprofessional and accusatory, and we deeply regret any misunderstanding regarding what was reported to us. We understand how upsetting this entire situation must have been, and we sincerely apologize for the way you were made to feel. Rest assured, we are reviewing this situation to ensure fair and transparent communication moving forward, and we genuinely appreciate you bringing these concerns to our attention. We are committed to serving you better in the future, as this definitely does not reflect our standards. However, we understand your reservations and sincerely hope your next visit to the Blue Ridge Mountains is more enjoyable, no matter where you choose to stay.

  Customer Answer

  Date: 09/16/2024

  There isn't a response to my complaint. 

  

  Business Response

  Date: 09/17/2024

  ********, please know we did look into your reservation, and it looks like the $80 excessive cleaning fee was not charged to the card on file. While we understand how frustrating your experience was and are deeply sorry for the inconvenience, unfortunately, we're unable to accommodate your request for a refund.

• Initial Complaint

  Date:08/12/2024

  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.

  From august 3 thru the 5 I stayed at one of the cabins owned by this company. The whole time i was there the A/C was not working. I called them the first day but they didn't send no one till the second day at 7pm. The gentleman fixed the ac but it stopped working after couple hours so me and my family had to stay in a cabin for 2 days with no ac. After contacting them namouras times the manager said she will contact me back to resolve my issues about compensation for the inconvenience but i still have not heard from them.

  

  Business Response

  Date: 08/26/2024

  We're truly sorry for the frustration you and your family experienced during your stay with us, Beyar. We completely understand how uncomfortable it must have been dealing with the faulty HVAC system. And though we're glad we were able to send someone out, we regret that the issue wasn't fully resolved despite your repeated attempts to reach out. Your experience is unacceptable, and we sincerely apologize for the inconvenience it caused you. Please rest assured that we are conducting a thorough inspection of the property to ensure the reported concerns do not happen again. We understand that you were able to speak to a member of our team about the difficulties you faced, and we want to express our sincere apologies once more. While we understand the solution presented was not your desired resolution, the offer is still available should you change your mind. We would be grateful for the opportunity to serve you better in the future.

  Customer Answer

  Date: 09/03/2024

  they have not reached out to me and have not resolved the issue

• Initial Complaint

  Date:07/19/2024

  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.

  I rented a cabin from this company and for 7/12/2024 to 7/15/2014 and before i got to the cabin they sent me an email that one of the game machines was not going to be availible because we quit working when we go tho the cabinn i was not what the pictures looked like on the site where i booked the cabin i booked by the picture was really nice had a really awesome view it all looked really great that is why we booked the cabin but when we got there it was terrible walked upon the fron deck to the front door and all the boards we fadded really bad and had nail sticking thru the boards we went inside and overall the inside was looked good went to go on the back patio and spider webs were so bad you could not got ot to the deck went upstaire were the pool table was and it was so hot even with the air on you could not go upstairs till late at night and we wen to go out on the balcony fron the 2nd floor and the spider webs were so bad we could not go out there the tv in the bedroom never worked and could not use the hot tub brecause they had a tv above the hot tub and the had a box hanging by the wires and it was not safe to get in the tub because i was afraid the box would fall in the tub and we never used the big jetted tub on the 2nd floof because the cover on the side was off so was not sure if there was an issue with it all the decks had nails sticking up in the boards i ripped a hole in my sock because it cought on one of the nails this cabin is very outdated does not look like what they are advertising on the web site i talked to the company several times and they did not care we never left after we seen all the issue because when i booked the cabin they said no refunds so we had to stay the name of the cabin is Notty And Nice

  

  Business Response

  Date: 07/30/2024

  The issues you faced during your stay are completely unacceptable, *****, and we sincerely apologize your vacation did not meet the high standards we aim to uphold. Providing a positive experience for our guests is our top priority, and we're disappointed to know we fell short. Although we regret not being aware of the inconveniences you experienced during your stay, we truly appreciate you bringing your concerns to our attention. Please know we take your feedback seriously, and we have shared your review with all relevant departments for a thorough cabin inspection to review and address the reported issues. Additionally, we will carefully review the photos to identify areas for improvement and ensure that we accurately represent the cabin in our advertising. We, again, cannot apologize enough for your poor experience. We would love the opportunity to serve you better in the future.

  Customer Answer

  Date: 07/31/2024

  
  Complaint: 22011758
  
  I am rejecting this response because: I   should get half of the money i paid for the cabin because they are  advertising  the cabin i booked  the pictures  do not the cabin when i got to the cabin  and  i never got ot use the hot tub , the pool table and the tv in the bedroom did not work  and the arcade game on the 2 floor did not work and never got yo use the big tub on the 2nd floor  and the otside of the cabin was very nasty 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/31/2024

  *****, we understand and regret the disappointment and inconvenience you experienced during your vacation. Unfortunately, since the issues you encountered weren't reported during your stay and we were not given the opportunity to address these concerns, we are unable to offer any refunds. We see our guest services department contacted you 10 days before your arrival to let you know the Space Invaders arcade game was inoperable and would not be fixed during your stay. We understand how frustrating this must have been and apologize for the trouble caused. 

• Initial Complaint

  Date:07/01/2024

  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.

  Hello, I previously booked with this company before the Covid outbreak. I was not able to visit the location at that time. I have provided correspondence of following up on if there was an end date for the gift certificate, I was told not with Covid gift certificates. I have reached out to the agency to book a reservation with my gift certificate and the company is not adhering to our agreement. I have attached the gift certificate along with the receipt, correspondence showing customer service response with asking for an end date and the current response from providing physical proof of no end date for the voucher. I am displeased with the treatment and the company going against their agreement made. I would like your assistance to rectify this situation and the vendor to give back funds paid as they are failing to adhere to our agreement. I can be reached at ************ for additional details. Thank you, ****** *******

  

  Business Response

  Date: 07/08/2024

  ******, thank you so much for bringing this matter to our attention. We completely understand how frustrating this experience must have been, and we truly appreciate your patience while we sorted everything out. We've spoken with all departments involved and are happy to confirm that we can honor your gift certificate. We see you've already worked with one of our vacation planners to rebook your reservation. While we are glad we could reach a prompt resolution, we sincerely apologize for the inconvenience and any disappointment caused. Please let us know if there is anything else we can assist you with.