ComplaintsforCabins USA Gatlinburg

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 24th 2024 thru March 30th 2024 my family and some friends of mine stayed at bar mountain 53 in severiville Tennessee. We booked the cabin thru cabins USA. We paid $3288.22 to stay there for the 6 nights. Thruout our stay we had a huge amount of problems. Ice maker/water didn't work, Screen door on lower level broken & won't shut, 3 jets on hot tub not working, tv in living room smashed and never replaced, Missing TV remote in game room by pool table, Ripped rug by entry way,Air hockey in bar missing puck and has holes in it, Broken piece on door to game room , Hot tub cover broke on 1 and the other is caved in, Multiple movie theater chairs ripped, Hair dryers didn't work, Fridge missing shelf in main house and freezer bottom drawer cracked, 2 Busted windows 1 by grill 1 by road ,Multiple blinds Broken ,Multiple boards on deck warped and causes tripping hazard , Pullout couch frame in living room in main house by dinginroom, Nails and screws coming out of deck by kitchen (my mom tripped and fell over),Hot tub steps weak, None of the automatic trash cans worked, all the beds had blood stains except 1 that had urine stained bed protectors. We didn't find this out until stripping the beds before we left. The sink in the main level backed up and the bathtub down stairs was slow draining. We found Roaches and signs of bed bugs. I'm hoping I don't have either after staying here. I did rewash and shook all my stuff out outside once home. They did give us a 250.00 refund of the cleaning fee but I don't believe that helps what we endured during our stay. It says my photos are to big to attach but if you have an email I can send them too I have a bunch of photos including the 1 mattress that was all sliced up with black mold at the foot of it and all the other beds with stains on them. I'm disgusted. It was a really bad experience.

  

  Business response

  04/04/2024

  The guest (******** ******** checked into the Unit (Bar Mountain) on 3/24/24 and departed the morning of 3/30/24.
  
  In the afternoon of the guest’s check-in date the guest reported some maintenance issues (television and secondary game room fridge not functioning properly). The guest then reported in person to our check-in center representatives on 3/25 some additional maintenance issues. A member of our maintenance team was dispatched on 3/25 to address the maintenance issues. The following was addressed: confirmed proper functioning of fridge, removal of damage television, replaced various remotes, batteries, and light bulbs, corrected/secured decking board issue(s), & corrected/secured rug. In addition, the technician took various measurements regarding the replacement of the hot tub cover & an incident report was delivered to the guest.
  
  No additional issues were reported during the guests stay.
  
  A supervisor reached out to the guest. The guest was offered and accepted a total refund of $250.00 for the inconveniences they experienced during their stay.

  

  Business response

  05/13/2024

  A supervisor has since reached out to the guest and reached a resolution. The guest was offered and accepted a total refund of $650.00 for the inconveniences they experienced during their stay.

  Customer response

  05/13/2024

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

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked the Family Gathering cabin rental from CabinsUSA for a two night stay on Feb. 25-26th, 2024. I had a group of 19 kids, teenagers and chaperones in Pigeon Forge to attend the CYC Christian conference. Upon arrival we found the following issues: 1) A broken door frame prevented us from using one of the rooms. 2) Surrounding the broken door frame was blood splatter on the walls. 3) Broken railing on some of the bunk beds left jagged, sharp metal loose. These loose metal pieces were dangling right at head level. 4) Dirty bed sheets. It was as if they taken the previous dirty sheets and remade the beds without cleaning them. 5) Open alcohol containers inside the rental. This was especially a problem because our group consisted of lots of kids and teenagers. 6) We found some white powder, a lighter and a little bit of marijuana in the couches. We have a picture of the powder, but we got rid of the rest without taking pictures 7) Broken glass was found in multiple rooms. 8) Lots of issues with the door code. We never got our door code to work at all and used an alternate door code the whole weekend. Was the working door code unchanged from the previous renters? 9) Empty alcohol cans and bottles, and trash, all over the property. There was a lot! 10) A broken wooden table had some splinters sticking out of it. 11) A preexisting hole in the wall 12) Dirty floors, dirty carpets, dirty bathrooms, etc. CabinsUSA sent a worker to fix the broken door, clean up the blood, and remove the drugs and alcohol from the rental. They also provided clean sheets, but only for the second night of our stay. Every other issue was ignored and left unresolved. I believe CabinsUSA provided an unsafe rental and endangered the kids and teenagers in my group. I believe they lied to us and misled us about the condition of the cabin. CabinsUSA have since offered me back the cleaning fee ($289 of the $1,540.59 I paid). This resolution almost seems insulting. They are a bad company.

  

  Business response

  03/20/2024

  The guest ***** *******) checked into the Unit (Family Gathering) on 2/23/24 and departed the morning of 2/25/24.
  
  Upon check-in the guest reported some maintenance issues. A member of our maintenance team was dispatched on the same day (2/23/24) to address the maintenance issues. The following was addressed the same day the issue was reported: delivered new pots & pans, repaired bedroom doors, installed safety rails on bunk beds, & reset control hub that communicates with door lock – functioning upon the techs departure on 2/23/24).
  
  On 2/24 a supervisor reached out the guest to confirm all issues had been addressed. The guest confirmed all of the reported issues had been corrected. The guest reported at that time that new linen was needed. A maintenance technician delivered a full set of the cabin’s linen on 2/24/24.
  
  A supervisor reached out to the guest. The guest was offered and accepted a total refund of $289.00 for the inconveniences they experienced during their stay.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked a cabin through them for Christmas. We are here now. The heater was broke when we got here. The hot water still hasn't worked so no showers. We have called and emailed and get no response. We are leaving cabin now and going to hotel to get showers then we are heading home. I would never recommend renting from the company ever again. There cabins are horrible and they ruined our Christmas with Family.

  

  Business response

  01/10/2023

  Business Response /* (1000, 5, 2022/12/29) */ We spoke to guest today 12/29/22 and apologized for not reaching out sooner. We refunded back the nights she did not stay. Guest accept this. We close out her case. Consumer Response /* (2000, 7, 2023/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked this cabin via cabins USA website. Paid a total of 6,339.93 for a cabin stay from 9/2/22- 9/6/22. Upon arrival on 9/2/2022 I found that there was no air conditioning on the top floor that housed 4 of the 8 bedrooms. I also found that the theater room (advertised to sleep 8 on futons) contained futons that were dirty , cloth, and heavily soiled. The listed showed 4 clean leather futons. After contacting maintenance several times for the lack of air conditioning, they brought 4 room units and installed them in the upstairs windows using duct tape and cardboard around 11pm. I was told this was a temporary fix for the night. The duct tape didn't hold well , and by the morning the power was out in those 4 rooms due to overload. Maintenance told me this will happen if we center plug in a cell charger. They never fixed the A/C during our stay. Management only called me on 9/5/22 to offer me 250 and a "sorry". I am seeking my full balance to be refunded. As my family was forced to sleep piled in just 4 of the 8 bedrooms And couldn't even use the theater room due to the heavily soiled futons. The cabin was very dirty but we cleaned the areas we used. Cabin USA refused to move us to another cabin with functional air. Stating they had none available

  

  Business response

  10/05/2022

  Business Response /* (1000, 5, 2022/09/13) */ We spoke with the guest and offered the guest $800 for all her issues. Guest accepted. Refunded to the card on file on 9/12. All issues have been closed. Consumer Response /* (3000, 7, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with the business on 9/15/2022, and was advised that the refund would not be released to me until I removed all of my reviews from all platforms. I also received a email confirming that the refund was issued. I believe this email was created as a way "pacify" me. And there was no refund generated. I as a consumer have the right to leave honest reviews. When the refund of 800.00 was offered, I was not given any contingency's or conditions for receiving the refund. Business Response /* (4000, 9, 2022/09/19) */ The refund was issued on 9/12/22. There was not a hold on the refund. The person the guest talked to on 9/15 was misinformed about the refund being on hold because of the reviews. I apologize for that and the confusion. The refund was issued on 9/12/22 It can take 7 to 10 business day to refund back on the guest card.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cabin USA Rentals/Amazing Views to Remember Cabin The views from this cabin are beautiful but the cabin is a DISGUISTING place to stay and a huge WASTE of your money. We arrived on Saturday, January 8, 2022 and checked out on Wednesday, January 12, 2022. We rented this cabin for us, our three adult children and grandchildren. A big part of renting was the ambience that was given in the description of this cabin. The views were said to be amazing, each room had a fireplace, with a fireplace in the living room, Jacuzzis in each bathroom and a hot tub located on the deck. Upon our arrival we could only get 2 out of the 6 fireplaces to function. The hot tub had stagnant water with no chemicals, a film around the water line and would not reach a water temperature above 100 degrees. The refrigerator had not been cleaned, the oven had old food in the bottom and we had to run the oven cleaner before we could use it. There were bulbs burnt out in the bathrooms. I called the number provided late Saturday afternoon and was told they would send maintenance personnel out to take a look at these issues. I gave them the benefit of the doubt and did not expect them to respond on this day, it was already late being check in was at 4:00p.m. Sunday came a went with still no response! As we began to settle in, we realized how disgusting and unhealthy this cabin was! None of the beds had mattress or pillow protectors. The pillows & mattresses were stained yellow from others body fluids. There was mold on all the shower curtains, in the washer, on the kitchen faucet and on the floor in front of the washer. The ceiling fans & bathroom vent were covered in dust, the stairs leading down to the game room had a sticky film on them. The main floor bathroom toilet leaked from behind and up the wall. There was candle wax that had dripped all down the shelving, sticky yellow stuff on the jacuzzi tub and this tub did not work. Many others! Spent $2056.12 for a health hazard place!

  

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/24) */ We were able to reach out to the guest and was able to an agreement.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We initially reserved a cabin called "Hibernation Station" thru USA cabins in PigeonForge Tn.. they charged our Credit Card for $1109.46 March 13,2021, then on August 26, 2021 we received an email saying that they had to cancel our reservation because the owner took there cabin off there program and it would take 3-10 days to refund to our Account..in the meantime we reached back out to them on Aug 30th 2021 toTRY to reserve another cabin, we did reserve another cabin Reservation #286440 for Dec 23-27, 2021 we had to pay the balance the day of check in. We get there on Dec 23, to check-in and they say they don't have a Reservation for us. the money was taken off of our Credit Card and there was NEVER any type of Refund issued, I have Documents of our Reservation, there cancelation letter,and all of our Monthly Credit card statement, Absolutely No Refund, plus I called Capitol one to Verify any credit from Cabin USA, there was none. Since,the unfortunate situation of us not having a place to stay after traveling over 10 hrs with our families, we have tried to reach out to them time after time thru calls, emails, online chat, they keep telling us they are going to get back with us, so far it has been unsuccessful.. We are asking for a FULL REFUND OF $1109.46 or a credit towards a cabin we Desire

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/10) */ Guest was issued a full refund on Aug 26 2021 for $1109.46 to the card we had on file. Consumer Response /* (3000, 7, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) please provide the credit card number the funds were refunded to. Our statements reflect no such refund. In addition, our financial Reps Could find no such refund...also the business (Cabins USA) never provided us with any documentation of a refund, but we have all documents where they taken the money out. Business Response /* (4000, 9, 2022/01/13) */ I reach out to the guest and was able to settled this issue. Refund is in the mail. Check #101293 for the amount of $1109.46. Consumer Response /* (2000, 11, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I are traveling from Virginia to Pigeon Forge for a vacation because I am in the Navy and just got back from deployment, we've never been on a trip together in 3 years and also I found out my mother passed not long after I got back from deployment. Anyways we get to the cabin after checking in on December 5th about 3pm and we had to wait until 4:01 exactly to even enter the cabin. Kind of crazy but not a problem. We checked the upstairs bed for any bedbugs or anything else that might have been there. We also checked the bathrooms. Upstairs was fine until we moved into the master bedroom. There was stains on what appeared to be the mattress protector. It was disgusting and I have pictures to prove it. It looks as if someone urinated on the side of the mattress and on the other side appeared to be dried blood which is gross. We then called the customer service line at 4:46pm on December 5th and was told to email pictures and then we would get a call back with what to do afterwards. We then received a phone call back at 5:11pm about the options we had. They only gave us 2 and one option was that we stay at a different cabins for the night and move back in the same cabin the next day once the cleaners came back out to the cabins to reclean what wasn't even cleaned or we could go with option 2 which was paying extra for an upgrade. We went back and forth with them because we shouldn't have had to pay anything to move to a different cabin. Then we were told by a manager that we would receive a call back in 5-10minutes because she needed to call her upper management. We waiting for about 2 hours and no phone call. We called back and we were told by not a manager that the cleaners were out at the cabin. We didn't even receive a call that they were there or on the way!! After 3 hours of getting no where with these people we were told we'd get a FULL refund but we have only received confirmation for $975.03 not the FULL amount $1275.49! We paid $300.46 in summer

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/09) */ We did issue a full refund for $1275.49. $975.03 went back to the card we had on file and $300.46 is a check being mailed to the guest. We had to refund $300.46 as a check do to us switching to a new software after the first made the reservation.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a stay at Cherished Memories cabin, scheduled to arrive Nov. 1st and depart Nov. 4th. Upon arriving the heater did not work and the commode ran all the time. Called the office to advise them of this on Nov. 2nd, but got a recording and left a message. After numerous calls and no call back, I managed to reach someone via phone on Nov. 3rd. By that point it was miserable and cold and we decided to leave. They offered extra time, a free night, etc., but after the initial experience two days was more than enough. Since leaving there have been numerous attempts to speak with someone regarding the situation, but it always ends with someone being too busy or unavailable to speak and the promise of a call back that never comes.

  

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/12/03) */ We reached out to the guest and was able to come to a resolution.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation and then due to a dramatic loss of my nephew I canceled the reservation and I was informed my money would be refunded then they stated they had refunded it then they got rude and said they would never cancel my reservation and they were going to make sure I didn't get my money back this is horrible and it has caused a great stress on me I want my money back

  

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/18) */ Guest was issued a full refund of $120.54 on Nov 10 2021. It can take up to 7 to 15 business days for the refund.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We booked with Cabins USA for 4 day stay in Pigeon Forge in September that had to be moved to last week 10/25-10/29 which they accommodated. Upon arrival they had some issue finding our reservation, but were able to get us set up within a few minutes. Upon arrival to the cabin we were checking everything out and realized the jets on the hottub would not come on and it was at 80 degrees. We also realized at this time the kitchen florescent light (main light) would not turn on and the fire place in the livingroom also did not function at all. There were also various other small issues of cleanliness and maintenance that didn't add to our experience but also didn't cause major issues like the rest. We informed Cabins USA of the issues first thing on 10/26 and were assured someone would be out that day and a manager would call us back to discuss the conditions. No one came on that day and nothing was repaired and no one contacted us. I called back on 10/27 and spoke with Amanda who once again said someone would be out and she would reach out again to management. The hot tub was repaired on 10/27, but the light was not (they switched the bulbs on one of the can lights which was also out but you can tell was not the issue from my detailed description on the note to maintenance). We were also informed at this point that the fireplace and outside grill (hadn't tried it yet since the hot tub was broken) would not function because the propane tank was empty. We waited to hear back from management which never happened so on 10/29 we returned to the office to checkout and speak with someone. We were informed by Niki that there was no one on site that could assist and no direct number or email for them. The only course of action for us was to wait for a call that had still not come after 4 days. She confirmed that a request was sent on 10/26 on 10/27 so they should have it. I sent an email detailing the issues with pictures as requested and she stated she forwarded to a manager.

  

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/02) */ We were able to reach the guest and came to a resolution of the info below.

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