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:10/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservations for a cabin through colonial home properties for the Columbus Day weekend. All payments were expected by 10/1. 3 days later Hurricane Helene hit and caused significant damage also making our 4 hour trip now in excess of 6 or more with route 40 W closures and complete inaccessibility. I understand there’s no refund policy, but I asked for a credit for a future booking, even if it’s several months out or possibly next year to accommodate us under the circumstances. Karen in the property management office was completely unwilling and said I wouldn’t be due any amount of refund. I am just looking for some flexibility. Thoroughly upset and disappointed. We paid $1,366.60 for 2 nights which including extra fees to bring our 2 small dogs. We specifically chose a rental no more than 4 hours knowing we are traveling with pets. With the road closures it will easily take 6 hours.

  Business Response

  Date: 10/21/2024

  The guest was issued a gift certificate to re-book at a later date. She has until January 7th to reschedule her stay for future dates. 

• Initial Complaint

  Date:08/09/2024

  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.

  I reserve a rental for 9/20/2024 i have a death in the family so I cancel my reservation which is 40 days for the cancelation promise I paid for which only suppose to charge me that I paid for she going to tell me that I would only receive 280.00 out of 396.00 no I want my money no this is not right she going tell me that it's a reservation fee how you going to charge me that when it's not in the contract I also feel prejudice to how they just going to take my money like that and they are very rude I just don't understand how is it possible it's not in the contract and I asked for them to send me the contract to my email they have not it's a wonder why they have so many complaints I will never they never once even asked why I want to cancel times are hard right now and if things after I bury my family I still would want to reschedule for a vacation but I would not use there cabins and I don't live in Tennessee so why she just would not charge me like that and only charge me the cancelation fee and I want my money I want my money I need that and they are a bad business  and what they are charging me is not in the contract I paid extra for cancelation just in case something might happened and I wasn't able to make it and something did happen I still would have came back to rebook it and they just going to take my hard earned money like this than they was rude and nasty if anyone ever asked were to book it would not be through them so they gone charge me 140 dollars and I'm giving a 40 day advance and it's not been that long since I booked it  

• Initial Complaint

  Date:06/04/2024

  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.

  We rented a cabin in Gatlinburg, Tennessee we checked in on May 29 and checked out on June 3. We had contacted the cabin property manager the first day we got there as there was no electricity upstairs. And the AC didn’t work in the whole house. There were numerous complaints as there were Exposed wires hanging out of outlets and smoke detectors. Smoke detectors not connected. Multiple doors broken so the house was not securely locked. Oven exhaust broken and smoked out the house. Baby gates broken. We tried contacting the company several times about a refund. They will only refund us $600. But we paid over $3900. When we left, I contacted the fire marshal to go out and do an inspection as the house is not up to code. I am requesting my $3900 back Due to severe electrical and safety concerns.

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service 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.

  We arrived at our rental property through colonial properties and we have no running water. I have been calling non stop to have someone either come out or move us to a different cabin. All I keep getting is we r trying to get a hold of someone. This is becoming a health concern as we need to use the bathroom 6 people two of which r children. And I have a medical condition and need water. Still have not gotten a call on anything and it's been almost 12 hrs.

• Initial Complaint

  Date:01/17/2024

  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.

  Rented a vacation home for 3 nights. We left a day early as the HVAC on the main level didn't work. We had our 5 grand children under 7yrs and our 4 adult children with us. My Christmas to my kids. It was 62 degrees in the great room/kitchen when we arrived 1/12/24. The master bedroom on main level and master bath stayed between 50-59 degrees. We tried calling multiple times and texted to get it repaired or to bring a space heater. The stove didn't work adequately, and there was no bakeware or potholders for cooking in the supposedly fully stocked gourmet kitchen. Our 3 families left out on Sunday afternoon, instead of on Monday, as the company texted us that the power might go out with the winterstorm coming. We all felt it was in our best interest to leave as we had already spent over $125.00 on firewood to try to keep house semi warm, plus I spent 4 hours driving time on multiple trips to get more firewood. The house recently sold for over 1.7 million dollars and it could be nice, but the entire house was in poor repair, kitchen sink leaked into floor and bathroom in basement wouldn't flush. The only way I was able to make contact after check in was by calling in on the reservation line or via text. They told me someone came and checked on the heat and it was fine. I told them on Saturday that no one had been there. They told me they would send someone to bring us a couple heaters. The guy finally came about 7:30 pm, without heaters. He manually cut on gas in the master bedroom fp, where the gas was turned off and knob broken. I did not feel it was safe to sleep in that room with fp on since the rest of the house was not so well maintained. The fireplace in living room was a woodburning fp. I had called the office a couple days before be got there to see if we needed firewood for a fp and she sort of laughed and said, oh no, unless you do an outdoor fire pit fire. The hvac in basement did work, but it didn't heat the upper 2 levels. We all stayed very cold in the main living areas.

  Business Response

  Date: 01/17/2024

  We dispatched our maintenance tech to the cabin. I have attached the work order to this complaint that shows the thermostat was set at 74 and it was 74 inside the cabin. I have also include a picture of the lock at the property that shows both times our tech entered the property.

  Business Response

  Date: 03/21/2024

  Here is a copy of the receipt where the guest was refunded. Mr. ******** will need to call his bank to inquire about the refund. Once we refund the card it is out of our hands how long long it takes to reach his account.

  Customer Answer

  Date: 03/22/2024

  Credit was received.  Thank you,  we appreciate Colonial Properties making things rights. 

  As a consumer and a realtor, I hope they make some small improvements to make this property a real jewel and what it should be.

  Thank you BBB for your assistance in helping this issue be resolved. 

  ******** *** ****** ******** 

   

• Initial Complaint

  Date:11/14/2023

  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.

  Had a reservation to Red Fox Inn in Pigeon Forge, Tn. Arrived late 11/9/23 to find road going in to the cabin was filled with pot holes and very rough. After arriving to cabin the first thing I noticed was all the blinds on windows and doors missing several panels. Other panels were broken In half allowing no privacy. Next thing I noticed was how dirty the cabin was. The mirrors in both bathrooms looked as if someone took a knife and scratched the glass therefore eliminating a full view. The upstairs bathroom toilet seat came completely off the toilet as I tried to lift it. Both bathroom tubs were nasty, looked as if they had not been cleaned. The toilet bowls were in the same condition. The handles on the dresser drawers were falling off, or had been broken off. Since I paid for 4 nights in advance, I felt like I could resolve the issue by calling Colonial Properties. I asked the lady that answered the phone if she could place me in another cabin since we were discouraged about Red Fox Inn. She said she could not move me but would have a Manager contact me the next morning. The next morning came with no call from Management. I made the call to Colonial asking for Management and no one was available for me to speak to but would receive a return call. 30 minutes passed and received a call from a Manager. She said she could not make a decision on a refund without consulting with the management team. She said she would call me back later that day. About 3 hours later she call me saying there was nothing they could do to resolve my complaint. We moved out of the cabin after the first night letting management know of our intentions. I had paid Colonial Properties over $1400 and was asking for a refund since we had to pay a hotel for a four night stay. I have never dealt with such Scam company as this. Their management has no respect for customers that has carried them through past, present and future. I will never use this company again and hope I can warn other customers to take the business elsewhere.

  Business Response

  Date: 11/28/2023

  Guest has been refunded in full on 11/28/2023.

• Initial Complaint

  Date:11/03/2023

  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 through Colonial Properties for the dates of Oct 29-Nov2, 2023. Online it looked nice and the reviews were good (on their site anyway). This was our kids first time in a cabin and we were all super excited to get there. We arrived late on the 29th.Before bed my daughters went to get a glass of water when they spotted 1 roach crawling behind a receptacle near the sink. The next night I wiped the whole kitchen down with lysol wipes and killed 1 roach. We prepared our meal at the cabin that night(all of the pots/pans & silverware were dirty so I had to wash it all before use) I cleaned every surface and dish after our meal. We went back in later to make hot cider and roaches were everywhere! All over the counter top,in the coffee pot,on the fridge,in the dishwasher,even the fire place,etc..We found roach spray under the sink and doused the place. Still we saw roaches everyday. We spent a lot of money on groceries that we didn’t use. No more cooking was done after that. The cabin also had a significant leak from the ceiling in the basement coming from one of the bathrooms upstairs. The shower on the top floor has a leak behind the panel that probably caused the leak downstairs. The comforter on the bed had stains on it along with a spot that looked like blood. I called the after hours people and they said they would relay the message and Colonial would call me. They never called. A lady from the office called me the day we left to make sure we had vacated the property. And I filled her in on the issues. After I sent pics and video of it all we were only offered a free night on our next stay. Yeah, that won’t be happening.This was the worst experience ever in a cabin.Ever! No bad reviews on colonials site but yelp tells a completely different story. There are many stories just like ours.This needs to be stopped! Oh and they had renters coming in right behind us!Do you think they had time to fix these issues before their arrival? Can we say Ripped off?

  Business Response

  Date: 11/03/2023

  I apologize for the issues that were encountered during your stay. We use a 3rd party vendor to field our after-hours calls. We were not made aware of the call that was placed and did not know there was an issue until we contacted you after departed. Had we known about the issues we would have sent someone out to remedy the issues. I have issued a refund to the card we have on file for $276.65.

  Business Response

  Date: 11/06/2023

  The representative they spoke with was following directions set forth by the signed rental agreement. As previously stated we were not aware of the issues until after departure. The guest was offered a gift certificate and declined. The guest stayed the duration of the booked reservation. If we would have been made aware of the issues during their stay, we absolutely would have taken steps to get the issue resolved. Unfortunately, since the guest stayed for the duration of the booked reservation we are unable to meet their demands of half the rental funds back.

  Customer Answer

  Date: 11/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  For the record Colonial is incorrect! We contacted the after hours department and notified them of the infestation of roaches and other issues. They responded that they did not handle those matters and they would have someone contact us the next morning during business hours. NO ONE EVER called!!!  Verify with the after hour call center. At this point we will accept the amount posted to our account from Colonial and guarantee we won’t be back. 
  Sincerely,
  
  ******* *****

• 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.

  Most disgusting and dirtiest cabin we ever rented. Outside probably never cleaned, tabel broken, chairs dirty with bird droppings. Inside dishwasher still full with dirty dishes. All blinds and verticals broken with big holes in it. Maintenance guy came and said it is gross and he will send cleaning crew. Nobody came.

  Business Response

  Date: 07/13/2023

  Good afternoon, I have attached the photos of the outdoor chairs that we received the complaint about from the guest. We did send someone out to clean the chairs for the guest when they called in. The outdoor table that has the missing tile was broken by a previous guest and we have had to order a replacement part. We apologize they were not happy with the rental, unfortunately as communicated to the guest we are not able to issue a refund for the outdoor furniture being dirty as we did send someone out to clean that for them. We completely understand that they were not happy with the cabin property in general and we apologize for that. I know they will not accept this response, as they stated that they would not be leaving a good review and that they would be contacting BBB. Unfortunately, this issue will remain unresolved as we can not issue a refund for the issue presented to us. 

  Customer Answer

  Date: 07/13/2023

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

  Nobody came to clean either the exterior or the interior. A maintenance guy came and left without doing anything. But with the fomment: gross.

  All blinds and verticals were broken, no window had any privacy.

  It is a shame that the company and/or the owner refuses any refunds.

  Very disappointed with that decision. 

   

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

• Initial Complaint

  Date:12/06/2022

  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.

  Our family stayed in Keatons moose manor 11/20- the am of 11/26 1. The outdoor lights did not work the entire stay. This was highly unsafe, especially being in a cabin where there is wildlife. We made 2 calls without resolution. 2. Several nights with 18-30 degree weather at night. The downstair heat did not work. The pmcs resolution was to raise the entire cabins temp to 82. It made everyone feel terrible and the downstairs still did not heat. 3. Caked dirt between the sheets of the master bed. 4. Internet did not work properly. You akso could not watch a movie without it stopping every 3-5 minutes. 5 . Filthy hot tub 6. Washer ate our clothing. Please note towels 7. Filthy cabin with dirt so thick my children could draw pics in it. 8. The grips on the ramp to get inside were ripped off. My husband fell hard in the rain. Note pics 9. BUGS everywhere. Beetles, roaches under the sheets, on the beds, tables , dinning room table,floors, falling from the ceiling, crawling on my children. The cleaning crew came with only a broom and trash bag. Not even a dust pan. They wanted to sweep them from the top floor ( which would have dropped on carpet furniture, blankets). They cupped their hands and swept them into their hands. The cleaning man fussed at the staff for the condition of the unit. My husband vacuumed up the bugs daily. The big bag of bugs was after the cleaning crew came. There were no places to hide our clothing. No dressers. Closets full of junk. Bugs in our clothing, in the bathroom. We were told they were lucky and native. No other cabins had the issue ( we asked). My children woke up screaming with multiple beetles crawling on them. We requested to be moved as we were 13 hours away. We were told wed be given a full refund if we wanted to leave. There were no other places to stay and 12 people in the cabin (some flew). The typical rate is between $165 and $220. We are requesting the difference as well refund on cleaning fee.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/08) */ We apologize that you encountered issues during your stay. We will address each of your concerns: 1. Outdoor Lighting - the motion sensor went out in the light. The guest prior to you did not report it. We were not aware they did not work until you reported it. The part has been ordered; it was not a part we had on hand. We apologize. 2. Heat - we sent our maintenance team to address the heating issue. Since heat rises it is sometimes difficult to maintain equal temperatures throughout the house. We have gotten with the property owner with your concerns and have resolved this issue. 3. Cleaning issues - I have addressed this with the housekeeping manager. I see from the reservations notes that housekeeping was sent back out to the property. 4. Internet not working - we did not receive a complaint about the internet not working properly. I apologize that you experienced issues during your stay. Unfortunately, we are unable to control intermittent service with the provider. 5. Beetles - The beetles that you are referring to are Lady Beetles (Ladybugs). They are the official state insect of Tennessee. They are a common fall nuisance here in Tennessee, this is the reason we advise guests of them. The pest exterminators are not allowed to spray for them because they are protected. Housekeepers vacuum them up, but often they return within hours. This nuisance occurs only in the fall, some areas of Sevier County are infested more than others, so each property has its own experience as to how many of the insects are present inside the home. While they are a nuisance, they are not harmful. We were never notified of roaches; your complaint was concerning the Ladybugs. Again, we apologize for the inconvenience, but this out of our control as well. We did offer you a full refund if you were unhappy with the property and you wanted to vacate. We were unable to offer a full refund and let you remain in the property for 6-days. You decided to stay for the duration of your vacation. I have refunded you $815.86 - this refund includes a 10% discount on the nightly rate, refund of the cleaning fee, and all other additional fees. Again, we apologize for the issues you experienced during your stay. Consumer Response /* (3000, 7, 2022/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our family is not in agreement with the above. 1. Our family told both the property management company as well maintenance staff about outdoor lighting not working the day after moving in.This was 2 times. Not having the right part in stock does not resolve the lack of safety this issue caused. 2. The outdoor ramp < there are no stairs> did not have the proper grips installed. My husband due to this issue took a hard fall. The photos were included. Other family members were also slipping and almost hurt. 3. Comparing the bettles being the state insect of TN is like saying I should be ok with the Main state insect being a bee. Regardless of it being a state insect, the bettle issue WAS NOT shared prior to agreeing to this cabin. THEY DO HARM. We have 3 children adopted who were originally found with bugs crawling all over them. Imagine how they were retraumatized when they found not just 1-2 but multiple on their bodies, in their sheets, in their clothes on their beds, table and couch. NO ONE would want to stay in those conditions without warning.My children did not sleep the entire trip and woke screaming. We would have never made this trip or stayed in this cabin if we did know of the issue. Your staff did offer a full refund. We drove, others flew in. There were NO places to accommodate our group on a holiday weekend. 3.When housekeeping came back to the property, they came with a trashbag and broom. They did not have a dust pan and literally cupped thair hands and swept the bugs into their hands. They tried to sweep the insects from the top floor through the banister to the downstairs. This would have covered the couch, rugs, our belongings etc. I had to get the vacumn and we had to do this ourselves for the next few days. This did not address, the dirty sheets, floors, counters or windows. We had to clean those ourselves. 4.The heat downstairs in this unit does not even blow. It has nothing to do with heat rising. The unit does not work. Raising the indoor temp to 82 making the home feel porrly doesnt resolve the issue with making the downstairs blow. All units on the 2nd and 3rd work fine. 5. We gave up on the internet as well any other bugs found after being sent the "lucky bug" pamphlet and seeing how your staff DID NOT respond to either the lighting issue after 2 reports, the heat, the cleaning staff with no cleaning tools etc. We were done. We spent as much time outside the cabin, when we rented this cabin to rest and relax. 6. The trash was NEVER picked up. a. Our cabin total was :$4558.37. The nightly fee was $576.64 per night for six nights. Typically this unit is offered between $165-$220. The average is $192. We feel it is fair to be refunded the additional $356 per night x6 = $2136.00 additionally the cleaning fee : $161.00 = $2297.00 . Again please note this unit typically rents for $161-$220.00 per month. We would have been happy to pay the full amount in a safe situation with proper lighting, safe entrance and exit, limited unwanted guests < all the bugs>, clean and with working facilities. Saying you are fixing the issue does not resolve our experience or stay. It only helps future visitos. Please do the right thing and compensate us for our visit. Thank you . Today we spent time calling many pest control companies in Seiverville. They confirmed treating the bugs is not illegal and can be resolved with a fog from time to time that costs between $125-$175 an occurrence. The bug portion of our complaint can be resolved. They are NOT a protected species. Business Response /* (4000, 9, 2022/12/09) */ I apologize that you are not happy with the compensation refunded back to you. We did offer a full refund if you were unhappy with the property and wished to vacate. You opted to stay at the property for the nights booked.To show good faith in resolving your concerns we did refund you $815.86. Consumer Response /* (4200, 11, 2022/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kindly- 1. Your emergency number does not work . 2. You did not relay information on the insects prior to our trip. Secondly, I have messages from multiple local professionals identifying the bugs as well stating they indeed can be treated. 3. Our families safety was placed at risk with lack of proper lighting as well grips on your ramp 4. The unit was not sanitary or clean which additionally placed our family at risk. 5. You did offer a refund hwoever there was no where for any of us to go being 13 hrs away and some members of our visit had flown in. We called over 10 locations and requested to move within your sites with no avalibility. 6. My husband spoke to twice regarding the issues. There is no good faith. You would not want your family to be treated in this fashion. This stay was over doubled for the holidays under less than safe or generally sanitary circumstances, with bugs crawling on our family, in our bed, on the walls, tables etc. offering $800 kindly, is offensive. We are requesting the $2000 refund and a call from the owner.

• Initial Complaint

  Date:11/22/2022

  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.

  * Booked a family vacation for a four bedroom cabin that had stellar reviews on their website. Booked, paid promptly, departed for vacation. * Arrived to find the cabin late at night in poor condition. As we walked the property, we found the following, but not limited to: * Black mold in multiple locations * Non-functional dryer (advertised as an amenity) * Floor rot in the bathroom downstairs making it a hazard, especially for small children * Water damage on walls causing large bubbles of air & water pockets looking as if they were going to burst * Termites and termite damage around heating unit in the white paneled downstairs bedroom * Zero heat in the downstairs half of the house, leading to seeing your breath while breathing during the night * Floors buckling and crowning in multiple locations causing unsafe walking. * Ceiling looked as if it were going to fall in with very substandard patchwork repair in living area downstairs * Support beam for right side of house not even touching the ground, barely touching a cap block sitting on the ground. Called emergency number multiple times, as late as 1 AM on Friday night (11/18). No one answered. We tried to book multiple hotels that said they had no availability. Went to the store to buy multiple blankets for everyone to survive the cold, with most people sleeping on couches to try to stay warm. Called multiple times the following morning, no response. Packed up everything and left. Spoke with ***** who advised her manager called in sick. Called back multiple more times, finally told by ***** they would refund everything but the $198 for cleaning. Hesitantly, we agreed. The house wasn't cleaned before we arrived, we didn't feel we owed this, but we agreed. Found relatively expensive hotel that would facilitate our needs and booked it. Fast forward to 11/21, receive a call from the "Manager" wanting to charge us $498 instead of $198 now, refusing to honor anything we were previously told. Total scam.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 7, 2022/12/07) */ Searched the name, phone number, and email address provided. Unable to locate complainant listed in our guest database Consumer Response /* (3000, 9, 2022/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called this business and spoke to multiple employees throughout this process. This was a family booking and my name was on the complaint information, as well as my mother in law who made the initial reservation: Business Response /* (4000, 11, 2022/12/08) */ Thank you, for providing the registered guest name. I was able to locate the reservation. I apologize for the issues you encountered. I see that a refund was issued on 11/21 for $868.57. I have processed a refund today for $220.90 (the cleaning fee). I apologize for the miscommunication with the refund amount. Consumer Response /* (2000, 13, 2022/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will accept this resolution of the additional refund, even though it's about $60 more than we were told on the phone, just to be done with this nightmare. As a business owner myself, might I recommend a few steps to ensure you don't face this situation again in the very near future. 1) When your customer tells you how horrible it is as noted above in the complaint, and you don't answer your "emergency line" don't like about what you'll refund them and work with them. Imagine it was your family staying in that environment. 2) Take that cabin off of the available cabin list until appropriate repairs can be made, no one should be subjected to the conditions of that house during the winter no less. 3) When your managers tell someone something, they should honor it, not change their mind and say, "Complain online or call whoever you want to, that's your right, we don't care". If you truly didn't care, you would not block honest reviews on your website from being posted. You would not block people who shared images of the cabin on your ******** page.