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:10/01/2024

  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.

  My family stayed at the Bear Pass house located at *** ****** **** in Gatlinburg in Sept 2024. We had a big problem with BED BUGS. We discovered the bed bugs on the night we arrived and tried calling Red Door Getaways. No one answered so I left them a voicemail and sent them text messages of pictures of the bed bugs. They called back the next morning and sent out an exterminator who confirmed that they were indeed bed bugs. However, the exterminator claimed the bed bugs were only in one bedroom and not in the master bedroom, even though I saw one there the night before with my own eyes. The exterminator did some kind of treatment that he said was “all natural”. That night we found more bugs and contacted Red Door Getaways. They sent the exterminator out again the following day and he claimed there were no more living bed bugs and the bugs we found in our bed this time were beetles. We dealt with this problem every day of our vacation and spent many, many hours inspecting the bedding. I would not allow my 4 year old daughter to sleep in the room where we had found the most bed bugs so that bedroom was not used all week. I do not think it was possible for the exterminator to declare the bed bugs completely gone with a quick inspection, since he cannot search every square inch of carpet, upholstery, furniture, etc. Bed bugs are not easy to get rid of! Upon returning home from our vacation, I did a massive disinfection of everything we brought with us and had to throw away many items that could not be thoroughly cleaned. If I do get bed bugs at my own house, it could cost me several thousand dollars to have my house treated. Red Door Getaways asked for my feedback after I left the rental house. I responded via email and told them about my concerns and asked for a full refund. A week passed with no response. Red Door Getaways later accused me of threatening to leave a bad review if I did not get a refund, which is absolutely false!

  Business Response

  Date: 10/11/2024

  We take all guest concerns very seriously, especially those involving potential health and safety risks like bed bugs. Upon receiving an after-hours message, we responded first thing the next morning by sending out a highly regarded bed bug expert who specializes in this issue. Our expert, who handles cases for many property managers and teaches at the University of Tennessee while consulting in court cases, confirmed live bed bugs in one room. Immediate action was taken to treat the issue using an effective, non-toxic method.

  We sent the expert back the next day for further inspection, during which no signs of live bed bugs were found. For thoroughness, we also sent him out for a third follow-up. To be clear, this was not a “cheap” fix. We invested significantly in resolving the issue, with multiple inspections and treatments, even after being cleared by two companies—one of which was a K9 inspection team from Smoky Mountain Canine Inspection. We have full documentation of their findings and actions taken. Additionally, the guest contacted the fire marshal, who also cleared the property.

  We understand this situation was disruptive, and we apologized for the inconvenience. We offered the guest the option to leave, as we had no available properties to move them to at the time. Had they chosen to leave, we would have refunded them fully. However, the guest chose to remain at the property. As a result, we refunded them for the night when live activity was confirmed and sent the exterminator back out to provide peace of mind, even though no further live activity was found. Unfortunately, despite our efforts, the guest did not trust the process or the expertise of the professionals involved.

  The guest also contacted the owner directly, who graciously offered a complimentary return stay. We believe we handled the situation professionally and went above and beyond industry standards to resolve the issue.
  

  Regarding the statement made in our initial response about the guest's review, I would like to clarify that we have since removed that verbiage. While I was incorrect in the wording used, the end of the guest's email did carry a tone we interpreted as threatening, as it stated, "I am expecting a full refund and will pursue whatever action necessary to get it." We do not respond to threats, but we believe the situation has been resolved to the best of our ability.

  In conclusion, we followed all necessary protocols, engaged the best professionals in the area, and took every reasonable step to ensure the issue was properly addressed. The guest was partially refunded and offered a complimentary return stay. There will be no further refunds as the guest chose to remain in the property. We believe the situation has been handled thoroughly and fairly.
  Thank you for your attention to this matter.

  Business Response

  Date: 10/22/2024

  I copied and pasted the statement directly from your email. Your email stated, "I am expecting a full refund and will pursue whatever action necessary to get it." Based on this language, we interpreted your message as a threat of escalation, and we stand by our position. We have already issued a partial refund and extended an offer for a complimentary return stay.

  Relocation was not an option due to no available properties at the time. We can't relocate someone if there is nowhere to relocate them to, which is why we offered you the option to leave with a full refund. You chose to remain at the property, and our exterminator noted after speaking in-depth with you that you appeared to understand and were comfortable with the situation—actions that do not align with a genuine concern over bed bugs. We followed all recommended protocols from our expert, conducted multiple inspections during and after your stay, and took all necessary steps, going above and beyond to ensure the issue was resolved. The documentation from all professionals involved confirms this.
  

  We consider this matter closed.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: ********
  
  I am rejecting this response because you need to take a serious look at your internal procedures on how you handle complaints of bed bugs.  If you think this case was handled well, that indicates a serious customer service problem within your company.  
  

• Initial Complaint

  Date:08/26/2024

  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.

  I canceled the reservation more than 30 days ahead of time and the owner stated a refund would be given if the unit was rented for the same dates. The unit was rented again and she’s refusing to refund it.

  Business Response

  Date: 09/12/2024

  Here is our cancellation policy as outlined on our booking site and in the rental agreement.
  
  Cancellations Policy:
  *Cancellation at least 60 days before the arrival date will receive 100% of monies back.
  *50% refund of the amount payable (if paid in full; otherwise, the deposit is held) if canceled at least 30 days before check-in.
  The renter will forfeit all monies paid (less the cleaning fee) for cancellations made within 30 days of arrival.
  *Reservations cannot be changed within 30 days of arrival.
  
  The guest was within the 60-30 day window, where the deposit was non-refundable as per the policy. I have attached the signed rental agreement from the guest.
  
  Our cancellation policy, agreed to upon booking and acknowledged in the rental agreement, is clearly stated to ensure fairness for all guests. This policy is also visible on all booking platforms, and while we offer optional travel insurance, the guest chose not to purchase it.
  We mentioned the possibility of a refund if the dates were rebooked—a gesture we rarely extend to ensure fairness to all guests. However, the guest initiated a chargeback with their credit card company before we had the opportunity to address the matter removing any flexibility to issue a refund. This chargeback nullified any further discussions regarding a refund, as it shifted the dispute to a third party, effectively closing the issue on our end. Additionally, we never confirmed that the property was rebooked; the guest assumed this without confirmation. Due to the chargeback process, we no longer had any outstanding obligations or flexibility to consider a refund.
  
  This guest also attempted to coerce us by stating they would remove the complaint if we refunded them, but we do not respond to threats. We are committed to operating with integrity and transparency, and it’s unfortunate that the guest has chosen to misrepresent the situation.
  
  We encourage all guests to thoroughly understand and respect the policies they agree to when booking. We are always available to assist with any questions or concerns before, during, or after their stay.
  

  Customer Answer

  Date: 09/13/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  They agreed to refund if it was rebooked.  It was rebooked by other parties and they refused to refund.  Their cancellation policy is unfair, I was at 32 days so for 2 days they profit over $600 when they rebooked the unit also.  I wasn’t threatening them, I was simply trying to get the refund that was promised. They have unfair business practices, 

  Sincerely,
  
  Diana *******

  Business Response

  Date: 09/19/2024

  We feel this should be our final response. We take our commitment to transparency and fairness seriously, and it’s unfortunate that this guest has misrepresented the situation. In response to the guest’s claim of unfair business practices, it is important to note that we are transparent about our policies from the outset. The guest was also given the option to purchase travel insurance, which they declined. Our cancellation policy is designed to protect both our guests and our business, and it is clearly stated and accessible throughout the booking process.
  
  Our cancellation policy is clearly outlined on all booking platforms (screenshot provided) and in the signed rental agreement, which the guest acknowledged upon booking (you already have a copy of this signed agreement). This policy ensures fairness for all guests and states that cancellations made between 30 and 60 days before arrival result in the forfeiture of the deposit, which in this case was $645.91. The guest canceled at 32 days, which falls within the stated policy window, and should not come as a surprise, as these terms were agreed upon at the time of booking. Additionally, the guest booked a 7-night stay, not 2 nights, as they inaccurately claimed.
  
  While we did mention the possibility of a refund if the dates were rebooked—a gesture we rarely extend—we never confirmed that the property had been rebooked for those dates. Nor did the guest seek clarification. It appears the guest assumed the property was rebooked based on the calendar appearance, which automatically grays out past dates once they are no longer available. This does not mean the dates were rebooked. Once the chargeback was filed, we no longer felt it was our responsibility to engage with the guest further.
  
  Since the guest filed a chargeback with their credit card company before giving us the opportunity to address the matter, this action removed any flexibility we might have had to issue a refund. In fact, the chargeback process explicitly states not to issue a credit. Like the cancellation policy, this has been explained multiple times. We have already provided the signed rental agreement and communications outlining the policy. Now, I am also including the chargeback dispute the guest filed, which further demonstrates their attempt to circumvent our agreed-upon policies.
  
  It is disappointing to see the guest’s accusations of unfair business practices when, in fact, it is the guest who has attempted to obtain multiple refunds through various means: first through the chargeback, then through this BBB complaint, and finally by suggesting they would withdraw the complaint if a refund were issued. We do not respond to such coercive tactics and stand by our transparent and ethical business practices.
  
  We consider the matter closed. We will not be issuing a refund or providing any further responses.
  
  Sincerely,
  Halie ******
  Owner, Red Door Getaways, LLC

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Red Door cancelled on us as a property manager without any notice. We had multiple bookings scheduled with them in our busiest time of the year (summer). They took all of our bookings and tried to put them with other homes they rent without giving renters a chance to stay with us. We lost thousands of dollars in our rentals. They went into our cabin and ripped beds apart taking the sheets and towels and leaving our cabin a total mess. We had to pay a *** *leaning fee out of our own pocket to clean our place up after they left. The reason they decided to cancel on us was because we questioned the cleaning co they were using. Their cleaners were at our cabin past midnight partying, ordering pizza to our place, and smoking in our cabin. This was all caught on our ring camera. There was no cleaning being done. I would like other people to know to not trust this company or its employees.

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a cabin in Gatlinburg from June 4th through June 10th, 2023. Upon arrival, we were unable to get I to the unit. We followed directions and still couldn't get in. Called the 1800# and they would not answer. Finally we found the lock box located across the road on another building. After getting settled, we took a shower. While in the shower, we discovered the steam showed writing on the shower doors, which proved it wasn't cleaned. We then discovered in the cabinets there were dirty dishes, cups with black nasty stuff, and a skillet with scrambled egg residue. I then began to clean the floors and discovered they also were not cleaned. It was terrible! I even found a dirty pair of socks under the couch. Our cabin wasn't cleaned at all. I worried about the safety of the hot tub being cleaned and sheets as well. I spent alot of time cleaning the entire unit just so my grandkids could play., and we could sleep and try to halfway enjoy the stay. With the company not answering my calls, what could I do? They called me mid week to offer me a longer stay and I then told her of the issues, she said I'm so sorry. Cleanliness is very important to me, especially since we had 3 small children. I have since tried contacting them, no response. I gave 2 reviews, both of which were not posted. I described my experience on their Facebook page and they have blocked me. I'm seeking a 15% refund plus the cleaning fee refund totalling $512.83 The name of the company is Red Door Getaways. The unit is Lazy Bear Valley in Gatlinburg, confirmation # 10376. I paid $2352.18 for the week of 6/04-6/10/23.

  Business Response

  Date: 07/10/2023

  We understand that not every stay at our properties will meet guests expectations, and we deeply regret any inconveniences this guest may have experienced.  However, it's worth mentioning that apologies are not a sign of evasion or culpability, but a demonstration of our commitment to customer satisfaction and understanding. Please note, while we endeavor to address all reviews, responding to each individual post (be that on social platforms, reviews, etc) may not always be feasible due to time constraints and energy resources. We greatly value open, constructive communication, but it becomes challenging when it turns into a cycle of bullying and harassment, which we unequivocally do not tolerate. This situation compelled us to block and delete this guest and their posts to maintain an environment of respect and positivity. We enforce a zero-tolerance policy when it comes to bullying, and we limit our engagement with online posts not out of evasion but to avoid being drawn into unproductive and confrontational dialogues.
  
  For clarity and to ensure our records align with these assertions, we maintain detailed records, including call logs, recorded phone calls, texts with timestamps. We aim to dispel any misunderstandings and underscore our unwavering commitment to transparency and quality by addressing several points: Our cleaning team adheres to a rigorous protocol that includes taking photographic evidence of their work before leaving a property. These photos, inspected and approved before guests' arrival, ensure the level of cleanliness we promise. The issue concerning the shower door was reported the day after arrival. In response, we promptly offered to send a cleaner to rectify the situation, which was unfortunately declined. Other cleanliness complaints were only brought to our attention FOUR days into the stay. To this date, we have yet to receive the promised photographic evidence despite the claims. Our policy requires guests to report issues promptly and allow us an opportunity to rectify them. No refunds or considerations are given if that's the case.  It's very challenging to remedy issues if we are not given the opportunity to do so. While we apologize if a stray sock or dust in hard-to-reach areas was overlooked, the concerns raised seem somewhat disproportionate, especially considering the inherent environmental challenges of our mountain location. It's worth noting that any dust accumulation or dirt on the floor after four days of occupancy can be attributed to regular usage during your stay, which is beyond our control. It's also important to note that we did not receive any reports or evidence regarding dirty dishes until the multiple "reviews" were posted after the stay. Nevertheless, we appreciate feedback and regret any oversight on our part; it will be taken into consideration for future improvements.
  
  We offer profound apologies for the confusion regarding the lockbox location. This was an oversight during our onboarding process, which we have since rectified. We've also implemented measures to prevent such an incident from recurring.
  
  Regarding the phone communication, we do not operate a 1-800 number. It seems the guest may have attempted to reach us via the VRBO number or perhaps experienced connectivity issues due to the variable mountain reception. We assure we would never purposely ignore a call, and we have no logs of the attempted calls.
  
  Our reputation speaks for itself; we encourage anyone to check our Google, VRBO and Airbnb profiles for reviews. The ratings, reflecting our commitment to our guests, are demonstrated by unbiased and predominantly positive reviews from our patrons—something we take great pride in. Please note that the multiple reviews left by this guest differed in ratings and verbiage, hence not all were published. The first review left by the guest was published to VRBO as this is the platform where the guest booked.  We did respond to that review, along with an email explaining everything mentioned here, to the guest.  We's also like to note that we proudly partner with Marriott, a testament to our rigorous service standards, achieved after months of intensive vetting and scrutiny. Perfection is our goal, but we concede that we are not infallible.
  
  We can provide the recorded phone calls, time stamps on messages, pictures taken prior to guest arrival, etc if need be.

  Business Response

  Date: 07/19/2023

  In response to this complaint, we wish to address and clarify our stance on the matter. While we deeply value customer feedback and take every concern seriously, we believe that we have already provided a comprehensive response and explanation to the matter at hand.
  
  Our policy, which has been communicated multiple times, clearly states that we must be immediately notified of any issues to provide an opportunity for correction. Failure to do so will result in the voiding of refunds or considerations. Our cleaning staff conducts inspections with software using a thorough checklist and photos taken before the guest's arrival. This documentation, which our cleaning team is required to provide before leaving any property post-cleaning, serves as a primary verification tool. The attached report affirms that the property aligned with our quality standards. This report does not align with the guest’s claims, which appear to be slightly inconsistent with each communication.
  
  We acknowledge(d) receipt of a photograph from the guest displaying the words "I love you" etched onto a shower door with steam. While this was presented as evidence, there is no conclusive way for us to determine whether this was an act by the guest or another party. It's essential to note that writing on a shower door using steam can leave residue that might not be easily visible. This residue can arise from finger oils, microscopic etching, or mineral deposits. Such markings may not be immediately evident and can become more pronounced when the glass is steamed up again. Furthermore, it is possible that the etching in the shower door might not have been visible to the naked eye during our inspection and necessitated several cleaning attempts for complete removal. We've received no further complaints regarding markings on the shower door. During one of the phone calls with the guest, our employee inquired about photographs documenting other concerns the guest might have had. The guest initially indicated possession of such images. However, following the call, the guest texted us, contradicting their earlier claim, stating they didn't have the pictures but provided a list of complaints. It's worth noting that these other issues were not discussed during any phone conversation (per the call recordings), and as stated previously, were only presented in writing four days post check-in. Concerns reported four days into a stay present significant challenges in pinpointing their origins. This time span allows for the natural wear and elements typical in a vacation rental scenario to impact the property's condition. While we do not dispute the possibility of certain oversights, the lack of prompt reporting, coupled with inconsistent communication and insufficient evidence, makes it difficult to validate these issues as pre-existing conditions warranting claims against us.
  
  We firmly stand by our policies and procedures. Additionally, our consistent record of positive reviews speaks to our dedication to maintaining high standards and customer satisfaction. In line with our established guidelines and the evidence presented, we will not be processing any refunds. We appreciate the Better Business Bureau's understanding in this matter and remain committed to maintaining the highest standards of service for our guests. In the interest of resolution and clarity, we consider this response as our final communication on the matter. We are confident that we have addressed the concerns raised comprehensively and hope this brings closure to the issue.

  Customer Answer

  Date: 07/19/2023

  It is very obvious that Red Door Getaways does not care about the people that rent from them. Even after I provided proof of trying to call them. That's ok.

    I will state this; I will never use this company again and I will make every effort to educate others of the wrong doings of this company.

  Thank you to the BBB for the communications. 

   
  Complaint: ********
  
  I am rejecting this response because: I do not agree with the response given by Red Door. I do feel others have a right to be educated so they do not have to go through what we have went through. On this note, I do realize that we will probably never reach an agreement. I will however agree to cease communication and bring this issue to an end. 
  
  Sincerely,
  
  Jill Barber