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:12/13/2024

  Type:Billing 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.

  Woke up in the middle of the night being ate alive by bed bugs. We left at 4 in the morning and drove back home. Keep asking for a manager and they keep saying he is out. They have given no resolution and no refund or compensation. Next stop is hiring lawyers.

• Initial Complaint

  Date:06/26/2024

  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 booked through booking.com for dates june 16-18. I called booking to cancel one night because my mom is on hospice with stage 4 cancer. She put me on hold to call the property. She came back changed the reservation and told me I had a refund coming. It went from **** ** **** The hotel is refusing to release my refund. The one guy said "fuck you fuck you your not getting shit" pretty sure he was a manager. I just NEED my money back. And feel very disrespected.

• Initial Complaint

  Date:04/08/2024

  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.

  Checked in April 5th right around 9pm - April 6 around 8:20. This hotel needs physically checked on! The hotel pool was absolutely freezing cold and floating scum all in it. According to now seen reviews it’s been an issue for over a year and not addressed or fixed still!! The hot tub was a brownish color. No pool towels so the floors were soaked throughout the hotel causing a slipping hazard. The breakfast eating area was filthy!! Attached chair photo. Tables covered in syrup. And we arrived before food was even served meaning it wasn’t cleaned the day before. The hotel rooms floor has stuff everywhere like it hasn’t been vacuumed in several stays! Old food crumbs in mini fridge. Stained and torn bedding. Dirty and unsanitary every corner you looked! I have a video of room floor but it will not allow me to add videos!

• Initial Complaint

  Date:04/08/2024

  Type:Billing 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.

  This hotel is filthy. Our room smelled like dog and marijuana. The swimming error outside had trash in it and the swimming pool inside and hot tub had brown water that smelt like a chicken house. When I complained and asked for a refund not 30 minutes after we arrived so we could go else where, the front desk man “Rocky” was very unprofessional and rude. We will NEVER stay here again. This hotel should be shut down for health and safety of their guests.

• Initial Complaint

  Date:04/02/2024

  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.

  Made reservations on 3/13/24 to stay at this property for 4 nights through ************ I had to put a card down for the reservation but clearly stated pay at property at check in. While driving to the hotel they called me at 1pm insisting I give them card information now over the phone because they charged my card on file for the first room but my card declined for the second room. I tried asking why my card on file was being used when I’m supposed to pay upon arrival? Of course my bank stopped the second charge due to suspicious activity. The man kept being rude and saying they are busy and if I don’t pay for the second room they have to give it away. I told him I have reservations they can’t just give my room away then he demanded I arrive by 4pm. Again I explained I’m driving over 10 hours away and cannot arrive whenever he says. Upon arrival when I asked more questions about why my card was charged already and why I was threatened to pay and then arrive by 4pm I made meet immediately with rudeness stating he doesn’t care what booking.com says he has been running the business for 20 years and that’s that or I could leave. Where am I supposed to go after driving 10 hours with kids? Top it off, stained dirty sheets, hair on mirrors/sink/toliet, cobwebs on walls, broken chairs on balcony and nothing wiped down at all. Had to go buy wipes to clean both rooms our self, who wants to do that after driving 10 hours? No services the 4 days. No taking trash or new towels. Phones in both rooms broken. Had to call down on personal phone to main number to be given rude remarks about wanting full service room cleaning. I thought it’s cdc policy to clean rooms between guests? Especially wiping everything down and clean sheets. No cdc guidelines followed. Pool green and hot tub brown so could not even use the pool or hot tub. Had to buy for day passes at the wilderness to swim. Could not dare to use the ice machine as it looked moldy. Breakfast not honored, no food by 8:30am?

• Initial Complaint

  Date:12/07/2023

  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.

  HI, MY FAMILY AND I STAYED AT THE VISTA SUITES IN PIGEON FORGE, TN ON FRIDAY AUG 18, 2023- SUN AUG 20,2023. I RESERVED A TOTAL OF (3) ROOMS; ROOM 308, 310 AND 312. ROOM 312 WHEN CHECKING IN AND GOING INTO THIS ROOM, THE ROOM HAD BLOODY BAND-AIDS IN THE FLOOR OF THE CLOSET. I REPORTED TO THE FRONT DESK THE STATUS AND THEY ASSURED US NOT TO WORRY THE CLEANING CREW WILL TAKE CARE OF IT ASAP! ROOM 308; DUE TO TWO QUEEN BEDS WE DIDN'T REALIZE THAT THE SECOND QUEEN BED WAS FILLED WITH BED BUGS. WE REPORTED TO THE FRONT DESK AND THE OWNER/MANAGEMENT STATED "DON'T WORRY" I HAVE CREDITED YOUR ACCOUNT AND THEY WILL SEND SOMEONE IN THAT ROOM TO SPRAY LATER. I WAS TOLD BY FRONT DESK SEVERAL TIMES THAT MY ACCOUNT WAS TAKEN CARE OF. ALSO I WAS TOLD BY FRONT DESK THAT THE CLEANING CREW ONLY COMES IN EVERY "THREE DAYS". OTHER ISSUES IN ROOM 312- THE MICROWAVE DID NOT WORK, KNOBS WERE MISSING, FACE CLOTH WAS NOT CLEAN LOOKING, SHOWER LINKING VERY BADLY(I HAVE PICTURES OF ALL THIS ISSUES) I ALSO REPORTED TO FRONT DESK EVERYTHING AND I WAS TOLD NOT TO WORRY MY ACCOUNT WAS ALREADY TAKEN CARE OF. I HAVE CALLED SEVERAL TIMES AND I'M CONTINOUSLY TOLD THAT THE ACCOUNTANT WILL ISSUE MY REFUND. PLEASE NOTE I HAVE NOT RECEIVED A CALL AND/OR FULL REFUND AS OF THIS DATE. PLEASE ADVISE AND THANK YOU IN ADVANCE FOR YOUR HELP WITH THIS SITUATION!!! I'M EXPECTING A FULL REFUND AND I HAVE GIVEN THIS BUSINESS OVER 90 DAYS TO PROCEED WITH THIS REFUND.

• Initial Complaint

  Date:12/28/2022

  Type:Billing 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.

  On 12/27/22 we were set to arrive at the hotel for a 5 night stay for new years. We had already booked tickets to shows in the area and other attractions. At approximately 3:00pm on 12/27/22 I received a phone call from the hotel cancelling our reservation for the entire stay due to a water leak. We had already arrived in pigeon forge, a 7+ hour drive away from home. Loaded with luggage and our 6 year old for his birthday trip and new years celebration. Upon arriving at the hotel itself I observed the lady at the counter checking in every guest that walked through the door, but refused to allow us to stay. Now we're getting close to dark, 7+ hours away from home with a 6 year old for his birthday and new years celebration and we have nowhere to stay. She refused to help us get a refund of our points used to book the room, and refused to help us find other accommodations. We were told it's our problem to figure out. After nearly two hours on the phone setting in parking lots wondering what is going to happen we finally had to settle for a hotel 13 miles outside of town. We still had to use our points to pay for it and was offered absolutely nothing for all the trouble this has caused. We now have not only frustration from the worst vacation ever, but now have to spend more time and fuel driving to town to do the things already planned to do. I feel choice should cover the stay for free and refund us our points. That's the least they could do for all of this trouble. I've used choice for my stays my entire life, but after this I have to say I'm not sure I'll ever use them again.

• Initial Complaint

  Date:11/14/2022

  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.

  This Comfort Suites was filthy. The first room we were given hadn't been cleaned, there was dust and dirt everywhere and poop on the toilet. When I went to the front desk to request another room another guest was there asking for a new room because their room was filthy as well. The new room they gave us was somewhat better but had dust, dead bugs caught in cobwebs inside the room and mildew all over the shower. We requested a refund and Priceline (who we bookedwith) said we couldn't get one. We were showed another room and it was not any better. It was late, we stayed one night and the next day in the daylight we could see how dirty this room was as well. The breakfast room was dirty with food all over the floor etc. we talked to the hotel manager and he said we'd have to talk to Priceline about a refund because we refused to stay another night. We called Priceline again and explained the problem and this time the customer service rep said we could get a refund if the hotel manager approved the request. After Priceline contacted the hotel manager he refused. We called and tried to ask him why we couldn't get a refund for the remaining two nights and he swore at me and called me a ************ We just want a refund, as I told the manager we've stayed at a lot of hotels and have never been at one as dirty as this one. The nights we were scheduled to stay were Tuesday Oct 18-21. We only stayed the 18. Our Priceline trip #was XXXXXXXXXXX. We payed the hotel $103.20 a night. We want refunded the two nights we didn't stay, $206.40

• Initial Complaint

  Date:09/07/2022

  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 would like to file a formal complaint against Comfort Suits on Teaster Ln in Pigeon Forge, TN. I had reservations to check in with my family on Sept 4th, checking out on Sept 6th. I got to the hotel around 1 to see about checking in. No one was at the desk, there was a note to call **** and a phone number. I called and **** came right down and said check in is at 4 but go ahead and come back at 3 and we could check in because of my fathers health condition. That was fine and dandy. We went to eat and came back, **** was gone and I was told by the owner that check in is at 4. I explained that I was told by **** I could check in at 3 and that my dad has cancer, we had been traveling all day and he was extremely tired and wanted to lay down and asked if there was anyway we could go ahead and check in. He said again, under no circumstances was anyone checking in at 3 and there was no longer any reservation because he was cancelling it. I told him we would wait until 4 and he said there is no room for me, my reservation has been cancelled. I told him that I had already paid for my stay and he said he didn't care, "there are 252 other hotels in the area and go find another room elsewhere". I asked about my money and was told he didn't care he wasn't refunding it and to do whatever I needed to try and get it back but it wasn't coming from him. My dad went in to see what was going on and try to speak with him and was told by the owner that he bought the hotel for $12million and my dad could buy it from him and change the rules if he wants, otherwise get off of his property. Knowing he is a cancer patient, that is how he was treated!!! I have since read multiple reviews on the conditions of this hotel and the treatment of guests by the staff. I feel that something needs to be addressed. If the owner of an establishment is okay with leaving a cancer patience stranded with no where to stay simply for asking to check in an hour early, there is an issue somewhere!

• Initial Complaint

  Date:06/30/2022

  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 booked a reservation through Expedia for June 24-26 at Comfort Suites, Mountain Mile on Teaster Lane in Pigeon Forge TN. We checked in on June 24 at 11:20 p.m. we were assigned room 214. We went to the room and once we stepped off the elevator, there was an odor. When we got to our room, the door was propped open and the balcony door was open. The room smelled like mold/mildew and was terribly overwhelming. Our bedsheets were moist/damp and the pillowcases had makeup left on them. The carpet was wet in some places and we could not take our shoes off due to the wetness, smell, and dirt. The toilet did not flush and they did not provide sheets for the pullout couch bed. Our middle son proceeded to have an asthma attack after staying in the room for approximately 20 minutes due to the overwhelming smell of mold. We went to the front desk and expressed our concerns & to talk about refund options. The hotel clerk only said, "okay, checkout then" to our concerns. We checked out of the room approximately 11:44 on June 24, after only checking in about 20 minutes earlier. We were not on the property at all June 25/26. I have contacted several times to speak with a manager and have never been in contact. Expedia reached out and sent an email saying that the property declined a refund. The total for the stay June 24-26 was $388. I am requesting a refund for at a minimum the night of June 25 & any parking fees associated with June 24-26, due to not having a vehicle on the property at all. I would also like a refund for June 24 if possible or a partial refund, if possible. Mainly, I am requesting a refund for at a minimum June 25 & parking fees. I also believe a health inspector should investigate the mold issue.