ComplaintsforFireside Chalets, LLC

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were very excited to rent a cabin for the President's day weekend. Paid 693 dollars for three nights. I waswhappy with the price because Fireside Challets website said it was a resort with a stocked lake for fishing! We packed all of our fishing supplies and planned no other activities. A lake right on the "resort" was all we needed. False advertising. The so called Lake was a very small and shallow Pond at best. We have a pond just like it on our farm. No fish to be seen. Not even any minnows and certainly not a lake. Not even close. We were so disappointed. Cabin was beautiful and comfortable. But our fishing family came to fish in the "resort's" stocked lake. That's a complete lie. Not even stretching the truth. Total lie. Small shallow pond ...had the site said that, we'd have not spent 700 dollars for a weekend here. False advertising should be taken more seriously. Not a resort either. A picnic table covered and a rickety gazebo near a tiny pond...does not a lake side resort make. Had they Been honest we may have enjoyed the beautiful secluded area and nice cabin. But expecting a stocked lake dampered it. It was a surprise trip for my fishing loving spouse and fishing buddy. Imagine my embarassment when we drove up to the so called "lake." They literally laughed. People who called us to finalize reservation were super nice and very professional. Shame the product purchased was not as advertised.

  

  Business response

  03/11/2024

  We are so very sorry for that Mrs. ****** ****** was not pleased with her experience. Fireside Chalets wants each guest to enjoy their vacation. Fireside Chalets offers a satisfaction pledge to our guests to make sure that they have the best experience. The Satisfaction Pledge states: if the cabin you have reserved will not accommodate your needs, we will be glad to see what options we have. Fireside Chalets offers this pledge to address any concerns or refund the guest in full if they would like to find other accommodations. Any issues that arise during you’re the stay, we offer to assist the guests. Fireside Chalets does not give refunds after the stay, with our satisfaction pledge. Mrs. ****** did sign this within the check in information that was submitted. We have that Mrs. Bruner’s stay was 02-16-24 to 02-19-24. We do have that Mrs. ****** did stay the entire time. The marketing of Rustic View Includes pictures of the lake and surrounding area. That area does stock fish yearly. Unfortunately, Fireside Chalets does not have control over any wildlife, water levels, and fish catch rate. If during their stay we were notified, we would have been happy to transfer them to another property that they would have preferred. We would have certainly loved to address Mrs. ******* concerns while she was in the cabin, transfer her to another cabin, or give her a full refund to find other accommodations. We care about all our guests and want to make sure they are satisfied.  

  

  Business response

  03/11/2024

  On Complaint: 635011757C849, to view the marketing please visit ****************************************** . This will show the photos that the guest reviewed before reserving and staying.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved waters view cabin on 11/27/2023. I then got sick about 12/01/2023 I have pneumonia I can not travel and called them right away and let them know they refused to give me a refund or even change the dates. These people are robbing people I am disabled and so is my husband and they pretty much stole our money.

  

  Business response

  12/04/2023

  Fireside Chalets does offer a cancellation, rebooking, and travel insurance. Mrs. ***** reserved online and read the rental policies and agreed to the cancelation policy digitally. The cancellation policy states : If for any reason you should need to cancel, please call our office with a 60 day notice and you will only forfeit ½ of your balance required to reserve. Under the 60 day notice you will forfeit the amount paid. Changes made on a reservation have to be before 30 days of arrival, due to preparation for arrival. The guest did purchase travel insurance with Red Sky in the reservation that will cover the cancellation in full due to Mrs. Well’s stated reason. When Mrs. ***** called our staff did tell her to contact the travel insurance company to receive full compensation for her reservation if she was to cancel. Fireside Chalets does proceed with the cancellation policy and allows Red Sky Travel Insurance to proceed with the covered claim. The guest needs to be advised to call 1-866-889-7409 to receive full compensation back. When we did speak to Mrs. *****, she did not want to proceed with that process. Currently Mrs. ***** is an active reservation still set to arrive on 12-11-2023 to 12-13-2023 staying 2 nights and is not a cancelled reservation. Fireside Chalets does not have Mrs. ***** as a cancellation. If, Mrs. *****, chooses to cancel and receive a full refund, we will be happy to give her the travel insurance company information to receive full compensation. We care about our guests and want to make sure they are satisfied.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Oct 27, 2023 I paid over $700 for a beautiful cabin for my son's 22nd birthday I booked a cabin. I didn't get the cabin a reserved. I wasn't told that if the new cabin they gave me that if I wasn't satisfied they would give me a full refund. Tbe company was not in contact with me throughout my stay. I stayed and there was a lot of issues with the cabin we stayed in. The hot tub was broke. There was no water pressure. The jacuzzi had black stuff coming from the jets. I received a email they wanted me to sign a document to receive $56 dollars of hush money. That I couldn't do any reviews to let other people know. I would not recommend this company to anyone if you want a good vacation

  

  Business response

  11/20/2023

  We are very sorry that Mrs. ***** has had this experience. Fireside Chalets wants each guest to enjoy every part of their vacation. Fireside Chalets offers a satisfaction pledge to our guests to make sure that they have the best experience. We realize that Mrs. ***** was not aware of our satisfaction pledge. We contacted Mrs. ***** after receiving this notice to speak with her about her concerns. Mrs. ***** is resolved and satisfied of our resolution. Attached is a copy of the resolution. We care about all our guests and want to make sure they are satisfied. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We rented a cabin from Fireside Chalets. I didn't realize that the cabin needed to be gone through with a fine tooth comb. We noticed when we arrived late friday night that a pool stick that was broken but since the cleaning lady was supposed to have been there that morning thought she noticed it and reported. We have been billed for something that was not fault of our own. We didn't realize we needed to check the pool sticks, toilets and every else. The signed contract does not state that any damages found need to be report and also states that any broken pool sticks will be charged $45... they are charging 98.95 which is not in our contract regardless of whether it was our fault or not.

  Customer response

  08/14/2023

  Just wanted to inform that Fireside Chalet has resolved the issue today.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am reaching out to express my extreme displeasure for my stay at Fireside Chalets. My husband spent a tremendous amount of time researching the perfect cabin for our anniversary. This Cabin was a bait and switch. Shortly after arrival we found mold throughout our cabin. There was mold on the ceiling above the bed and on the ceiling above the shower. By the jetted tub, there was a hole that I could literally see daylight coming from. The mold was quickly reported to the office. I spoke with ***** who informed us that Maintenance said it was just “old garnish with dust particles.” As an asthmatic person, I am extremely sensitive to mold and am confident it was not “old garnish with dust particles.” I should be refunded an appropriate portion of money for our stay. The perfect anniversary get away was far from perfect due to the inaccurate website description and up keeping of the cabin.

  

  Business response

  06/23/2023

  We are so very sorry for any inconvenience that Mrs. ******* experienced during her stay. Fireside Chalets offers a satisfaction pledge to our guests to make sure that they have the best experience. When Mrs. ******* contacted our office we do offer to send someone out and also transfer the cabin she was in. She did stay at her accommodations for the entire stay after we sent a contractor to review her concerns. We were unaware Mrs. ******* was unhappy. We do want every guest to enjoy their stay, so when we were made aware, we reached out to her directly for resolution. We did come to a resolution and the form is attached. We hope Mrs. ******* will come to the Smoky Mountain area again in the future. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a cabin from Fireside Chalets in piegon Forge TN over the weekend of March 3rd -5th pd right at $700. To start off the place was dirty with no cleaning supplies at all the covers smelled of dog urine badly. 2 rolls of TP provided 3 bath cabin( minor complaint but still a inconvenience. Then Saturday night woke up itching so bad got to looking and BEDBUGS was everywhere so we got up gathered our stuff early, caught a bug put in a bottle for the host to see when they came in to check our compliant and we took few pictures of other hazards that were apparent so I could show them too. Sent emails of all our issues Valerie that works for Fireside Chalets called me offered me $112 refund after telling me they sent certified pest control to the cabin and he reported 0 bug activity and not just activity infestation is the word i used they were everywhere after I moved the bed away from the wall they went everywhere. I have pictures to provide as well. I think we are entitle to little more than $112 dollars after paying 700 driving 2.5 hrs with 3 kids and didn't even have a way to start cleaning up that place no broom no.mop nothing provided to clean with at all advertised pool table couldn't shoot pool bc you would hit the wall with pool sticks. Blankets smelled of dog urine so bad it make ya gag. Valerie kept telling me ma'am the pest control man said no activity I kindly told her to go check it out herself and put herself in our place and ask her what she would do. We planned a weekend getaway for our anniversary and yes we took our kids bc we can't take them anywhere on spring break bc we couldn't get off work. I explained ro her I work I work in Healthcare and I know the expense of getting rid of the BEDBUGS and it not a once and done treatment it's leanghtly time consuming process and I pray I didn't bring them home with me but it will take a week or 2 to know if so.

  

  Business response

  03/24/2023

  We are so very sorry for that **** ******** has had this experience. Fireside Chalets wants each guest to enjoy every part of their vacation. Fireside Chalets offers a satisfaction pledge to our guests to make sure that they have the best experience. The Satisfaction Pledge states: if the cabin you have reserved will not accommodate your needs, we will be glad to see what options we have. Fireside Chalets offers this pledge to address any concerns or refund the guest in full if they would like to find other accommodations. Any issues that arise during you’re the stay, we offer to assist the guests. **** ******** did sign this within the check in information that was submitted. We have that **** ******** stay was 03-03-23 to 03-05-23. We do have that **** ******** did stay the entire time. We have that **** ******** sent an email on 03-05-23 at 12:52pm, after checking out. She did express concerns about the cleanliness of the cabin in the email and expressed concern of bed bugs. Fireside Chalets takes this very seriously. The cabin is monitored by a licensed pest control company. Ehrlich went out to inspect the cabin for bed bugs and notified us that the cabin did not have bed bugs. Guest relations did contact **** ******** and notified her that there were no bed bugs. Fireside Chalets does not give refunds after the stay, with our satisfaction pledge. Fireside Chalets did go beyond our policies to offer **** ******** an inconvenience fee of $112.75 for her concerns with the cleanliness of the cabin. **** ******** did agree over the phone of the credit of $112.75. We send a guest resolution form to our guests to make sure that they are satisfied with the resolution. We have not received that signed. We would have certainly loved to address **** ******** concerns while she was in the cabin, transfer her to another cabin, or give her a full refund to find other accommodations. Outside of that, we have also offered her a credit for her inconvenience. We care about all our guests and want to make sure they are satisfied.  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled my reservation via email on 8/18 and also called VRBO and they confirmed it was with the property manager so I was within the 100% cancellation time frame yet I still see fill charge on my Credit card. Called today and they are stating they never received cancellation although they clearly acknowledged my email request to cancel which again was done within 100% timeframe. This company is not trustworthy and wants you to fail the cancellation attempts.

  

  Business response

  09/29/2022

  Consumer Response /* (2000, 5, 2022/09/26) */ They responded today and advised they finally did receive my cancellation request from VRBO and will now credit me the full amount. How do I cancel this complaint?

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We made reservations with Fireside Chelets from 7/12-7/15. I paid 743.03 for my stay. As soon as I got there I checked the bedding first. Upon checking the bed it appeared that the quilt had nasty bodily fluids from probably some type of sexual activity. I took the quilt off. Then the sheets had blood and hair. Then the mattress pad had blood and hair. So I completely stripped the bed. Also on the bed the dust was so thick and appeared to not have been dusted in a year. I called Fireside and they offered to send housekeeping. I didn't want that for two reasons. If they couldn't clean properly why would I want them back and my husband was exhausted from driving all day. He had to take a nap on the couch. Then upon inspecting the shower there was hair on the shower wall. I called back to Fireside and they said they would make a note of it. I said this is ridiculous and I feel that I should get a refund. So the next day a lady by the name of called and offered 50.00 refund and sent me a form to sign off on. Upon receiving the email I replied that our vacation was ruined because of this. She called again and said the most she could offer was a hundred dollars. After much thought I still don't feel that it's reasonable for the amount of money that we paid for a filthy cabin that we paid an outrageous price for. I would prefer to be contacted via email so I have proof of any correspondence. Thank you

  

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/07/22) */ We are so very sorry that Mrs. has had this experience. Fireside Chalets wants each guest to enjoy every part of their vacation. Fireside Chalets offers a satisfaction pledge to our guests to make sure they have the best experience. The Satisfaction Pledge states: if the cabin you have reserved will not accommodate your needs, we will be glad to see what other options we have available. Fireside Chalets have a 2- hour timeline from initial check-in to address any concerns or refund you in full if you would like to find other accommodations. Any issues that arise during your stay that do not fall within this guarantee should be reported to the office immediately for resolution. Mrs. did sign this within the check in information she submitted. Mrs. stay was 07-11-22 to 07-15-22. Mrs. did call the first night of her stay to notify us of some concerns she had. We did offer to send someone up to take care of the concerns, but she did not want anyone to come out. The second day we offered to send someone to take care of the concerns, but she wanted compensation. We did have our guest relations team reach out to Mrs.. Our guest relations team offered Mrs. a refund of $56.38. She agreed to the refund. Then she responded to the guest resolution form that she was not satisfied with the refund. Our guest relations team reached out again. Mrs. did agree to a refund of $100.35. When we sent our resolution form back to Mrs., we did not receive it. We would have certainly loved to address her concerns while she was in the cabin, transfer her to another cabin, or give her a full refund to find other accommodations. Outside of that, we have also offered her a credit for her inconvenience. We care about all our guests and want to make sure they are satisfied. Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think I spoke to with my first phone call. My husband was exhausted from traveling all day. The last two phone calls I believe I spoke to. I had to clean another guest bodily fluids off of the bed. I emailed Fireside with the photos. J Why would I want someone to come back to the cabin when apparently they didn't know how to clean in the first place. Also hair in the shower and you could write your name in the dust on the headboard. Ironically me and my husband got sick after staying in this filthy cabin. As far as getting another cabin I called and was told none available. This was our first time renting from Fireside and we will not be returning guest. I feel like for all of these reasons we should've received more than a hundred dollars and the cleaning fee you have to pay upfront is a joke. Business Response /* (4000, 9, 2022/08/03) */ We apologize that Mrs. is unsatisfied by our resolutions. We want to extend our most sincere apology for any inconvenience she experienced. We have a high standard of quality and are so sorry they ran into this during the stay. We offer a satisfaction pledge for our guests so they can receive a full refund if they are unsatisfied, transfer to other accommodations, and/or have assistance with any concerns. Compensation of $100.35 is what we can offer Mrs. for her inconveniences. With a 4 day stay we want our guests to be comfortable and want to opportunity to assist the guests in a resolution.

*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. ↩