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:02/03/2025

  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.

  I stayed at the Cabins of the Smoky Mountains during the weekend of 12/6/24 - 12/8/24. Specifically, I stayed at the DAYDREAMERS DELIGHT. Honestly, it was nothing but a nightmare. The cabin was not clean. I repeat...the cabin was not clean. It had cobwebs all over the windows and around the furniture. The iron to iron clothes was not present. NONE of the fireplaces worked. None. The cabinetry was all banged up and scuffed up. The bed on the first floor had the worst mattress with lumps in it. There was an uncovered outlet in the ceiling of the kitchen. There were missing panes of glass in the furniture in the foyer. There was dried up spaghetti sauce on the ceiling. There broken cabinet doors and the furniture was so dirty you didn’t even want to sit on it. There was mold in the downstairs bathroom and the hot tub was broken on the outside. When I arrived on 12/6, I asked for an iron and was told that a technician would provide it along with fixing the fireplaces. The technician never showed up. The shower head in the upstairs shower was leaking. Essentially, making the shower unusable; not to mention the mold in the shower floor. It became very apparent that neither the management company nor the owner's in South Carolina cared one bit about the cabin let alone about the experience of spending a weekend in the Smokies. Overall, an AWFUL experience at DAYDREAMERS DELIGHT and will go out of my way to ensure that all of my friends not to stay there or at the Cabins of the Smoky Mountains. I received a small refund (~10%), but that does not even come close to covering how bad my experience was staying at this cabin. It was horrible! I recommend that no one stay at DAYDREAMERS DELIGHT due to the negligence of the management company and the owner.

  

  Business Response

  Date: 02/04/2025

  Dear ****,

  Thank you for taking the time to share your feedback regarding your recent stay at Daydreamers Delight over the weekend of December 6-8, 2024. I sincerely apologize for the numerous issues you encountered during your visit, as it is truly concerning to hear about your experience.
  
  Cleanliness and maintenance are of utmost importance to us, and it is clear that we fell short of our standards during your stay. I am disheartened to learn about the condition of the cabin. This is not reflective of the experience we strive to provide our guests.
  
  The issues you highlighted, especially regarding the mold and cleanliness, are unacceptable and we will take immediate steps to ensure such situations do not occur in the future.
  
  While I recognize the refund you received does not compensate for the discomfort and dissatisfaction of your stay, we appreciate you bringing these matters to our attention. Your experience is essential for us to improve our services, and I will personally ensure your feedback is shared with our team. In addition, while I do not agree a full or 50% refund is merited due to the majority of items not being reported until check-out, thus not allowing us the opportunity to correct during your stay, we are happy to offer an additional 10% refund on top of the refund you have received thus far. A manager will be contacting you to take care of this. 
  
  Once again, I apologize for the inconveniences you faced, and I hope you might consider giving us another chance to provide you with a much better experience in the future.
  
  Thank you for your understanding. 
  

  
  

• Initial Complaint

  Date:01/16/2025

  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 at a cabin named raptor ridge from December 18th through Decemeber 23rd. Upon arrival we noticed the place was dirty, most of the windows would not latch, there were bugs everywhere and one of the glass shower doors was broken and off that track. December 21st my daughter was going to shower in that bathroom and forgot about the door being broken and when she went to shut the door it shattered on her. Cuts and things on her hands and feet. I informed the rental place the next day and included pictures of everything. They still proceeded to charge me $1,353 for the door to get replaced. I reached back out to them and explained I already emailed with numerous pictures and descriptions. I was told their management team would contact me. It has been over 2 weeks and no response yet they took my money. I have all emails and pictures relating to this.

  

  Business Response

  Date: 02/20/2025

  Thank you for reaching out and sharing your experience regarding your stay at Raptor Ridge. We apologize for the inconveniences you encountered during your visit.
  
  I would like to take this opportunity to explain a thorough inspection process is conducted prior to each guest's arrival. We strive to ensure that all properties are clean and well-maintained. In this instance, it appears the specific issues were not identified prior to your stay by inspectors nor previous guests. 
  
  Upon reviewing the few details I have thus far, it is important to note that the nature of the damage indicates that it may have been exacerbated by misuse during the visit. We understand that accidents can happen, and of course safety is our utmost concern.
  
  I will review with our managers who spoke with the guest and handled this specific situation to ensure there is nothing that was missed and nothing further that needs to be remedied with the guest. This information is essential for us to determine the next steps and any potential compensation.
  
  We value your feedback and are committed to addressing your concerns as swiftly as possible. 

  Customer Answer

  Date: 02/21/2025

  I have photos from the day we arrived to show everything I claimed happened prior to us getting there. Also if you look in the guest book this is not the first time it has happened. I am happy to pursue this as far as needed because I know we caused no damage whatsoever and I will not be held financially responsible for something I didn’t do. This also does not include the trauma cause to my daughter.

• Initial Complaint

  Date:01/14/2025

  Type:Facilities 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.

  We rented the Majestic Peaks cabin from 12/29/24-01/04/25. This cabin was 9 bedrooms and 10 bathrooms. We wanted a bathroom for every bedroom. We also had people coming mid week that were supposed to use the food out in the theatre room. Upon check in on 1/29 we immediately noticed there was a huge water stain in the carpet downstairs in the bedroom next to the theatre room. When we investigated further we noticed there was a huge hole in the bathtub that someone had put white tape over. We immediately called maintenance and they said they would send someone.while we waited we unpacked and started to have fun. The place was beautiful! Well as the night went on we had someone use the shower on the main level. When we went downstairs to watch a movie in the theatre room the entire ceiling was pouring water. Again I called maintenance and they said they would move us up the list in priority. That night no one ever showed up. The next morning we are getting ready to leave for all the activities we had booked. Well while everyone was sharing showers we have water leaking from the top floor into the living room corner. Again I called maintenance and maintenance and they said someone would be out. We left for the day and when we returned late that night no one had been there. On 1/31/24 as we were leaving for our daily activities I stopped back by the office because I was extremely mad. It smelled like mold and mildew. We had people with asthma and children. They again said they would send someone. When maintenance came he immediately said oh don’t use that bathroom or that one and… they already knew and he said they wouldn’t fix things. We are talking about mold!!! This will make people sick. After calling again and threatening a lawyer they finally moved us into another cabin and gave us an extra night stay. Then we get to the new cabin with broken beds and roaches. No hot hot tub was working. I paid over 9,000 dollars to be stressed and have family leave early

  

  Business Response

  Date: 01/20/2025

  We at Cabins of the Smoky Mountains thank the guest for reaching out to us and bringing their concerns to our attention regarding their recent stay at the Majestic Peaks cabin. We sincerely apologize for the issues they encountered during the visit and understand how frustrating that must have been for them and their guests.
  
  We did speak with the guests regarding the matters they raised, and we would like to inform that we have come to an agreement on a billing adjustment as a gesture of goodwill. We regret any inconvenience that resulted from the maintenance issues the guest experienced and appreciate their patience as we worked to resolve them.
  
  Please know that we value the guests feedback and are committed to improving our services. We hope to have the opportunity to welcome the guests back in the future and provide them with a much-improved experience. One that we are known for providing traditionally. 
  

  Customer Answer

  Date: 01/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22809902, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:01/07/2025

  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.

  We booked the Rushing Falls Cabin for 12/26/24 to 01/02/25, for a price of $3,316.79.The night we arrived I was awoken to the sound of scratching.Friday evening we found a dead mouse in the upstairs master. Exiting the hot tub on what was provided as a step I turned to grab a cup & the bench flipped out from under me.I landed on the side of what is actually a table bruising my spine & fracturing a rib on my right side.Saturday morning I texted the company that they had a mouse problem & that we had found a dead mouse.A phone call had to be made Saturday morning due to the sink backing up & refusing to drain along w/ the shower slowly draining.I also informed them of the mouse issue & potential infestation along w/ the drainage issues.I was told they would get someone out & call me back.I called everyday and showed up Tuesday. Work orders & pest control had not been submitted until Monday.Monday evening the mice were so loud & fighting that it woke my sons up & they refused to sleep in there.I caught on camera the sound of mice fighting in the attic.Guest services office apologized & told me they did not have anything available, which was untrue.What was available was a 12- and 20-bedroom cabin available which was too vast of an expense.Pest control showed up informing us that they could not place traps where the mice were b/c there was no access.Maintenance showed up & said this is a table not steps, I'll have to go get some which didn't matter as the hot tub water turning green on Sunday.The cabin came with no broom or vacuum so we had to purchase our own as even though they were told on several calls. A $250 refund which is only 7% of our stay was provided & does not dent our horrible experience.A refund of my cost of the trip would be great. We would have just left but they don't compensate for that.I have been told I would be called by management every single time I have called & still haven't heard from anyon.Our next step will be to contact a lawyer.

  

  Business Response

  Date: 01/07/2025

  We thank the guests for reaching out and sharing their concerns regarding their recent stay at Rushing Falls Cabin. We sincerely apologize for the issues they experienced during their time with us.
  
  We want to assure their that we did our best to address the matters that arose during the guests stay. Unfortunately, as with any vacation home, pest control issues can arise from time to time. Please rest assured that we have dedicated pest control teams actively working to resolve any issues that may surface. We acknowledge the guests report about the dead mouse and are committed to resolving any pest-related concerns promptly.
  
  Regarding the incident with the hot tub, we did respond and address the situation as soon as we were made aware of it. We do apologize for any delays to get to the guests. The table provided was intended as a place for drinks and personal items, and it is not sturdy enough to be used as a stepping stool. We are very sorry to hear about the injury the guest sustained and take such incidents very seriously. An incident report has been submitted to the owner's insurance for review.
  
  We understand their frustration with the issues reported during the stay, such as the drainage problems and the absence of cleaning supplies. We did provide a refund of $250, which we believe to be a fair response as we don't typically offer refunds and the guests stayed the full duration of the stay. We appreciate their feedback and will take the comments into consideration as we strive to improve our services.
  
  Again, we apologize for the inconvenience and discomfort they experienced, and we appreciate their understanding as we work to ensure this does not happen again in the future. We hope that the guests are okay and if anything else comes up in regards to the incident we will be more than happy to submit that  information to the appropriate parties.

  

  Business Response

  Date: 01/08/2025

  We appreciate the guests input regarding their recent stay. We understand their thoughts and appreciate the feedback.
  
  We assure the guests and BBB that we strive to provide the best experience for all our guests, and we regret if a guests experience did not meet their expectations. 

  We want to clarify that we have processed what we believe to be a fair refund given the circumstances. As they fully utilized the property the duration of their stay, we will not be processing any further refunds. 
  
  We appreciate the guests understanding and wish them the best!

  
  

  Customer Answer

  Date: 01/08/2025

  
  Complaint: 22779623
  
  I am rejecting this response because: we did not use the entirety property for the entirety of our stay. The upstairs bathroom was unusable till Tuesday. The sink in the kitchen was not looked at till Tuesday. My children refused to sleep in the guest room so were sleeping on the floor on air mattresses in the kitchen that apparently there was one but no pump so we bought one. The hot tub unusable since Sunday and probably well before since our guest contracted a skin infection the day after we left. So we were confined to being in a small space or just not at the cabin all together. As far as the table that was meant for drinks. Based on wear and tear it has been being used as a step for a long time into that hot tub and if you all were cleaning and checking properties accordingly it would have been caught and changed. I informed guest services we were thinking of leaving early and not once was offered compensation just to let you all know. Based off of other ample BBB complaints you didn’t even offer people who left refunds just comps towards future stays. Given the poor remedy for this situation and the poor response from this company we will never stay here or recommend it ever again. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:12/31/2024

  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.

  Our recent stay at Cabin of the Smokies was an absolute nightmare. We rented The Crown Jewel for 5 nights. This was our wedding. The cabin was not only outdated and poorly maintained, but it also presented several serious safety hazards. The state of the cabin was appalling. We encountered filth, broken fixtures, and a general lack of cleanliness that made us question the company's commitment to basic sanitation. But what was even more disturbing were the safety issues we discovered. Loose railings, exposed wiring, and other potential dangers were blatantly ignored, putting our well-being at risk. When we brought these concerns to the attention of the office staff, their response was shockingly dismissive. They made it clear that they were not interested in addressing our issues or ensuring our safety. There was dried blood in the refrigerator. After several attempts to get this resolved, the office staff basically told us, “No one cares, lawyers have tried before, it doesn’t matter who you call” Do not make the same mistake we did. Avoid Cabin of the Smokies at all costs. Their disregard for guest safety and basic standards of cleanliness makes them an unacceptable choice for any traveler. Their response was to refund $250 for inconvenience. This was our honeymoon. We paid 100% in good faith for 5 nights. My wife and family were so disappointed that I will never recommend this company to anyone.

  

  Business Response

  Date: 12/31/2024

  We thank the guest for sharing their experience regarding their stay at Cabin of the Smoky Mountains. We genuinely appreciate the guests feedback and are sincerely sorry to hear about the issues they encountered. 
  
  We apologize for any dissatisfaction the guest experienced during their special wedding stay. The guests concerns about the cabin's condition and safety are taken seriously, and we understand the impact these issues had on what should have been a joyful occasion. While we strive to maintain high standards, we acknowledge that sometimes expectations may not be met.
  
  Regrettably, we must inform the guest that we cannot process any further refunds on the reservation. We typically do not offer refunds or reimbursements; however, we took the guests feedback into account and felt that the $250 refund we provided was a fair resolution given the circumstances.
  
  We appreciate the guests time and understanding and hope that they can find it in their heart to forgive us for the unpleasant aspects of their stay. Their feedback is valuable, and we are committed to improving our services moving forward. 
  
  We thank the guests for their understanding.

  

  Business Response

  Date: 01/02/2025

  We appreciate the guests perspective on this matter. We sincerely apologize that their stay did not meet their expectations

  We assure the guest and BBB that we take all complaints seriously and strive to resolve issues to the best of our ability within a timely manner. While we regret that we were unable to fully satisfy the guests concerns during their stay. Please understand that we did address certain issues as they arose and offered a partial refund to the guests despite our policy not typically allowing for such actions.
  
  Regarding the specific issues the guest mentioned, we understand their frustrations about the broken tile, bare wire, and other maintenance concerns. From time to time things to break down or wear and tear on the property occurs between stays. We always aim to resolve those items and provide a safe and welcoming environment for our guests. We apologize that we fell short in these instances and this is why we processed a reimbursement to the guest as a gesture of goodwill. 
  
  While we are unable to process further reimbursements beyond what has already been provided, we genuinely regret that the guest felt the need to escalate this matter. We as a company value the guests input and are committed to using it to enhance our services moving forward.
  
  We appreciate the guests once again for taking the time to communicate their experience. We hope that, with time, they may reconsider their impressions of us and our commitment to our guests.

  Customer Answer

  Date: 01/02/2025

  
  Complaint: 22749963
  
  I am rejecting this response because:
  No response is necessary. Obviously this business does not care about guest interaction or follow through with any kind of communication.  We stand by our original decision and request. $250 is an insult and we do not accept this as satisfactory resolution. We have already taken the next steps necessary and ask the BBB to respect our decision and take all necessary action that is within their powers. 

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

• Initial Complaint

  Date:12/23/2024

  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.

  The photos online are not accurate. The cabin has A LOT of wear & tear; the kitchen is very small, difficult to see the front porch as 2 of 3 bulbs were burned out, coffee maker was nasty, hot tub water level was below the jets and wouldn't stay hot, some blinds were broken, 2 of the 5 beds were so squeaky that it woke up those sleeping on them, the bunk beds aren't sturdy, drawers in bedrooms/nightstands either broken, missing knobs, or both, there were 5 coffee cups for a cabin that sleeps 18, a couple of the bar stools are so loose they aren't safe to sit in, the "leather" of the couch is peeling, the two side chairs tip over easy & one the cover won't stay on the seat part, the dryer was broken inside, the pinball machine didn't work, the cable/Wifi was awful, the upstairs and theater room TV's had to be troubleshot before they would work. This was our gift to our family for Christmas and it was an embarrassment. I did contact the company about there not being cookie sheets (I had specifically asked if there were some, and was told yes), they did bring some & spatulas as there weren't any. There was only one kitchen towel and rag. I have at least 9 more photos/videos and text messages with the company about this. This is definitely false advertising. I am requesting at the very least a refund of half.

  

  Business Response

  Date: 12/23/2024

  We appreciate the guests for taking the time to share their feedback regarding their recent stay with us. We genuinely value the insights they provided, and we understand how disappointing it can be when expectations are not met.
  
  We want to sincerely apologize for the issues they encountered during their stay, including the condition of the cabin and the shortcomings in the kitchen supplies. It is our aim to provide a comfortable and enjoyable experience for our guests, and it seems we fell short.
  
  We did look into the concerns they raised and addressed the issues within our capacity. While we understand the guests is requesting a refund of half of what was paid in, we must convey that as the guests stayed for the full duration, we don’t feel that this is warranted. We hope the guests can understand our position on this matter. We will review the stay as told to the guest, but will not be able to meet the request for at least half back. 
  
  It is our goal to improve and ensure that future guests have a better experience, and this feedback will help us in making those necessary changes. We appreciate the guests understanding and hope there might be another opportunity to host them in the future, with the hope of providing a much-improved experience.
  
  We thank the guests again for their feedback. 

  Customer Answer

  Date: 12/24/2024

  
  Complaint: 22721290
  
  I am rejecting this response because: while I understand not half of the cost not being returned. I am strongly requesting that the hot tub fee as well as the cleaning fee be refunded 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/03/2025

  We thank the guest for her feedback, and we sincerely apologize for the issues she encountered during the stay. We understand how important it is to have a seamless and enjoyable experience, and we regret that we fell short.
  
  We want to inform the guest that we have processed a refund for both the hot tub fee and the cleaning fee. We take the guest feedback seriously and will use it to improve our services in the future.

   

   

• Initial Complaint

  Date:11/27/2024

  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 reserved a "luxury" cabin with Cabins of the Smokeys from October 23-27 for the price $4,472.61. As you will find in the photos/screenshots below, the cabin was not as advertised. The main complaint was that we got this cabin so that our grandkids could enjoy the indoor pool, parents could enjoy the outdoor fireplace, family could play pool, there would be the beds would be sturdy and the cabin would be clean and usable. When we arrived the pool heater was broken and never fixed (70 degrees), Pool table ripped and never fixed, tvs would not work in every room, broken bed and mattress had to be put on floor, outdoor fireplace not working, cabin floors filthy, walls dirty, island filthy, grill area filthy. As you can see from all of the texts and emails, we called from the moment we arrived and to no avail. The most alarming was there was nowhere for the trash so we had to keep it inside the cabin because we would have been fined if we left it outside. This was a safety/health issue that was never address until we drove 40 minutes to their office to unload it in their front office. The front office people stated they were sorry so many issues but they had been downsized with new ownership, Venture Resorts, and nothing was being done. I am sure this cabin is still being rented with the same issues as we found a complain from March 2023 that there was no place for the trash! We were offered $1,200 but I feel that is unsatisfactory with all of these issues and it was false advertising as we couldn't use so many advertised amenities. We have asked for full refund to no avail. I have many more pictures/ texts and emails asking for assistance with only one person coming to sweep up glass all over the deck from a broken window. I hope this business gets shut down until someone takes care of these property complaints as there were two other families at their office complaining the day we took the trash to them. These are health/safety and false advertsing issu

  

  Business Response

  Date: 12/13/2024

  We thank the guest for reaching out and sharing her concerns regarding their recent stay with us at Cabins of the Smoky Mountains from October 23-27. We empathize with the challenges they faced during their time at the cabin and appreciate their detailed feedback as we take all complaints seriously in order to gain proper resolution. 
  

  The properties we offer are not like hotel rooms and, unfortunately, maintenance issues can arise that are outside of our immediate control. While we typically do not issue refunds due to the normal wear and tear of the amenities, we understand that the issues the guest encountered significantly impacted their experience. After careful consideration, we agreed to provide the guests with a refund of $1,200 as a gesture of goodwill.
  
  Please understand that this amount is reflective of what we believe to be a fair resolution given the circumstances. We regret to inform the guests that we are unable to accommodate a full refund.
  
  We appreciate the guests understanding and hope to improve any future experiences with us should you choose to have future stays with us. 

  

  Business Response

  Date: 12/16/2024

  We thank the guest for her response and sharing her concerns regarding her recent stay with us. We sincerely apologize for the frustration they experienced due to the issues they have outlined. It is always our goal to provide a pleasant and comfortable experience for our guests, and we regret that we fell short in this case.
  
  After careful review of the guests feedback and our previous communications, we must firmly state that we will not be able to offer any further reimbursement beyond what has already been processed. We appreciate the guest understanding as we strive to adhere to our policies while also considering the feedback we receive from our valued guests.
  
  While we understand your disappointment, we assure you that we take all guest feedback seriously and will continue to work towards improving our services and ensuring clear communication about our amenities.
  

  Customer Answer

  Date: 12/17/2024

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

  The business will not budge on a refund. We have asked for documentation that the issues were fixed before they allowed more guests to stay in this cabin. They have provided nothing to prove that they aren’t continuing with false advertising. 
  Please let us know how to proceed as they have no intention to address the false advertising and safety concerns that we dealt with in one of their “luxury cabins”. At a very costly rate. 
  Please advise as to our next step. 
  
  Sincerely,
  
  Judi *******

• Initial Complaint

  Date:11/19/2024

  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.

  We rented the Wet n Wild cabin from 11/11/24-11/15/24. When we got to the cabin on the 11th, the fireplace wouldn't turn on. I texted the company the morning of the 12th and told them that the fireplace wasn't working. Maintenance arrived at 9pm that evening to look at the fireplace, which did start working again. We also mentioned to him that we had seen some roaches and wanted to figure out what to do. We had only seen a couple of bugs at that point and hadn't realized how bad the bug problem is, which is why we accepted the roach spray he left us with. We told him that we were weary of using the kitchen and we are not leaving any food out just in case. We sprayed the entire kitchen down with the roach spray that was left. The morning of the 13th, we discovered that the water hose that was left in the pool was never turned completed off and the pool had flooded. I called the cabin company on the phone right after discovering it and also told them about the bugs. I was upset that we already had to call for work orders so much and wanted to have someone call me back to discuss our issues. Right after getting off the phone, we discovered a tremendous amount of black mold that is right on the ceiling on the main floor. I showed it to the maintenance worker who showed up to fix the flood and he took numerous pictures and he said he was going to "move this up the chain" with a sense of urgency that something was going to be done. That night, we were awoken to a leak in the kitchen ceiling that was making a dripping noise. I turned on the light and saw dozens of roaches all over the kitchen and bathroom. The next morning, I had a roach crawl on me after getting out of the shower and that was about all I could take. With no response or alternative option, we left the cabin in the early afternoon on the 14th after dumping out our belongings outside to shake off any roaches. This complain doesn't even include the broken furniture, dust, & broken decor.

  

  Business Response

  Date: 12/13/2024

  We thank the guest for taking the time to share her experience with us. We sincerely apologize for the challenges she faced during her stay at the Wet n Wild cabin. The guests comfort and satisfaction are incredibly important to us, and we regret that we fell short of those expectations.
  
  We understand how distressing it must have been to encounter issues with the fireplace, bugs, flooding, and mold, as well as the broken furniture and decor. Please know that we have thoroughly discussed your concerns with the property owner and our services department, and we are actively working to address these matters to ensure they are resolved promptly.
  
  We are pleased to inform you that we have worked through these issues with the guest and sincerely appreciate her understanding during this challenging situation. We are committed to making improvements and ensuring a much more pleasant stay for her or any future guests.
  
  We truly value her feedback, and we hope to welcome her back soon so that she can enjoy a much-improved experience at our property. We thank the guest again for her understanding, and we look forward to the opportunity to serve you better in the future.

• Initial Complaint

  Date:11/07/2024

  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 booked a “luxurious” cabin in the mountains, upon arrival after paying the full amount of $3,366.72 for 6 nights, we found the cabin to be unfit for humans to stay. Like most people, we relied on the pictures posted on the company’s website. The pictures were deceptive. The cabin looked beautiful in the pictures. There was a pool, hot tub. In reality, the hot tub had no cover, bugs in it & 76°, the pool had debris, dirt all at the bottom, their beds were dirty with old linens, there was a bed that had no blankets, the floors were so dirty you had to wear shoes, there were bugs in the cabin, there were missing light bulbs, cobwebs everywhere, massive amount of webs behind headboards, every surface was dirty, food wrappers on the floors, food & stains all over the couches(which were not the ones depicted in the pictures online), trash in the pool area, other people’s clothes left in one of the beds, a sliding door to the outside that wouldn’t lock, all dishes were dirty, cabinets were broken & run down, kitchen water faucet sprayed on you, area rug rolled up at the edge to trip on at the top of the second level, fridge water line was pulled out obstructing the walk way, doors off of the hinges, foosball table’s leg was broken & caved in. The list goes on. It looked like this cabin has been neglected for decades (best description is a frat house) & they charge premium prices. We immediately called the company after discovering the inhabitable conditions. The desk person responded by saying “the cabins are old”. This is no excuse! It was unsanitary & unsafe! We asked to speak to the manager. He said their manager was not in & if we had issues, we needed to stay until Thursday when their management team meets on Thursdays. We arrived on Sunday! We did not stay at this cabin! We are asking for a full refund of $3,366.72 before further legal action happens. This is NOT in dispute with our credit card company. This is not ok!

  

  Business Response

  Date: 11/07/2024

  We thank the guests for reaching out and sharing their concerns regarding their recent reservation. We sincerely apologize for any issues they encountered upon their arrival. It is always our goal to provide a comfortable and enjoyable experience for our guests, and we regret that we fell short in their case.
  
  We appreciate the feedback about the conditions they observed, and we assure the guests that we are committed to addressing such matters. We are under contract to have the opportunity to resolve any issues if they arise and then if we cannot then we would proceed with other options. Unfortunately, we were unable to do so in their case as they chose to leave the property shortly after reporting their concerns. Because of this, we were not granted the time necessary to rectify the situation or discuss alternatives for their accommodation.
  
  Moreover, we understand that the guests had disputed the charges through their credit card company shortly after leaving, and we want to clarify that the card issuer has sided with us due to the signed agreement which details the responsibility for the full payment within seven days of the guests arrival unless the cabin is booked by another guest. Which it did not. 
  
  While we are empathetic to their experience, we also must adhere to the agreements made.
  
  We thank the guests for their understanding and time on this matter and we apologize for their dissatisfaction. 
  
  Best regards!
  

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22522630
  
  I am rejecting this response because:

  The dispute with the credit card company is irrelevant. Your company failed to provide a safe and sanitary cabin to our family.  The cabin clearly did NOT meet the expectations of what is advertised on the website.  We gave the company a chance to make it right and the person that answered the front desk did not make us feel like our concerns were heard. He told us that we would have to pay an up charge fee to move cabins. We already spent over $3300 and did not feel that another cabin would be acceptable based on what we saw at H2O oasis. At that point we asked for a refund. 
  The desk person told us that we would receive a phone call on Monday morning, August 5th to rectify our situation. We are still awaiting for that phone call. It was then that we disputed the charges because no one called us. He also told us that the management team meets on Thursdays to discuss possible solutions. There was no way we were going to stay until Thursday in the conditions that the cabin was in.  If we stayed, then their response would be no refund because you stayed.  Any reputable company would have done something to make this situation satisfactory right away. We do not feel that any attempts were made to make this right therefore this is unacceptable. Would you want your family to stay in a place that you paid over $3,300 for in these conditions?! This is unethical.  Make it right please!  
  
  Sincerely,
  
  Jennifer & Jonathan Sero

• Initial Complaint

  Date:10/13/2024

  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.

  Dear Mrs. *******, Thank you for sharing your experiences and feedback regarding our cancellation policy. We truly appreciate hearing from our guests, especially in these challenging circumstances. I completely understand the difficulties you faced due to Hurricane Helene, and I empathize with your situation. Unfortunately, we are unable to make exceptions to our cancellation policy for weather-related events. However, I am pleased to inform you that the cabin you reserved has been rebooked for a portion of the days, allowing us to extend a credit towards a future stay. Please note that, as per our policy, while we are able to extend this credit, the deposit was forfeited when the cancellation was made the day before your scheduled arrival. Per policy the full payment is due 7 days prior to arrival unless rebooked by another guest for at least 50% of the cost of the original stay. Again, I appreciate your understanding and the opportunity to clarify our policy. If you have any further questions or would like to discuss future reservations, please do not hesitate to reach out. Best regards Feedback Submitted: 0 Feedback Oct 07, 2024 Location: Cabins of the Smoky Mountains Feedback: Georgia Hurricane Helene Survivor. I could not make it to Gatlinburg for obvious hurricane reasons. When I reached out to the office for a refund and to cancel prior to arrival date. They said the “roads were clear” to make it to Gatlinburg from Georgia. The airport where I was supposed to get transportation rental was closed and not renting vehicles, because there was a shortage of gas. So there was no way for us to leave area and the devastation whileweweresimultaneously trying to find food as well. This is no frivolous cancellation. It was due to devastation in my area and inability to get there. If refund is not forthcoming, Better Business Bureau will be contacted.

  

  Business Response

  Date: 11/01/2024

  We thank the guest for reaching out and sharing her concerns regarding her recent cancellation. We completely understand that she is upset about our cancellation policy, especially considering the difficult circumstances caused by the hurricane.
  
  While we truly empathize with her situation, our policy does not allow for exceptions due to weather-related events. However, we have processed the cancellation of her reservation in accordance with our policy. This opened up the opportunity for others to book and ensured she receive a credit for a future stay with us, valid for one year from the date of cancellation.
  
  We are sincerely sorry for any frustration this situation has caused, and we appreciate her understanding as we adhere to our established policies. We hope to have the opportunity to welcome her and her guests at a future date, and we are happy to extend the credit towards that stay.
  
  We thank the guests for their understanding.

  Customer Answer

  Date: 11/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22414091, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******