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:12/27/2024

  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 check in Sunday Dec. 22 our son was coming Monday and I ask at are check in if they could be near us. He did something with the computer and said and said yes I can put them near you. Well my son check in we are in room 124 and he was put in 317 NOT ANYWHERE NEAR US Mad as hell.

• Initial Complaint

  Date:12/02/2024

  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.

  On November 29th I paid $98.10 for a one night stay starting on November 30th and checking out on December 1 for a 2 queen bed room with 3 total guests. During the evening around 3:40am I awoke to find a cockroach next to my headboard. I crushed it and went to the restroom, only to find 4 or 5 more. Knowing I was leaving the next morning and had a long drive, I didn't want to wake the others, and didn't feel like going in the 20 degree weather to go to the office to report it (I also assumed there was no one there). I proceeded to not be able to sleep, and in the morning (Around 8am) we began packing and one of the other guests found more roaches and bugs. Upon checking out I brought it up the roaches and brought one of the smashed ones for evidence. The clerk did not apologize, instead informed me that they have an exterminator, and since I didn't report it at 3:40am, they wouldn't do anything. I pointed out this was ridiculous, and she informed me that someone was there. The clerk then began ignoring me, not responding to any comments. I was unable to find any policy that she mentioned. The clerk simply shrugged when I mentioned reporting it to the health department as a violation. I would like some form of compensation, ideally a refund. We stayed in room 101.

• Initial Complaint

  Date:03/28/2024

  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.

  I was charged for two extra night that I did not stay, they will not refund me my money. I keep getting the run around. Not sure what to do from here they owe me $190.

  Customer Answer

  Date: 03/28/2024

  I got my refund today, so this can be cancelled thanks for your help!

• Initial Complaint

  Date:02/21/2023

  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.

  Come in at 3 to check in they told us not with out at 25 dollar deposit so we come back at 6 and literally waited on a staff memeber for over 45 min hot tub was discusting and pool was cold i ask for a refund to go somewhere where the extras were working and clean he refused we stay here probably 3 times a year we will never be back !

• Initial Complaint

  Date:10/17/2022

  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.

  My husband I stayed at their location on 10/7-10/9. Upon entering the room I could tell I was not going to be happy, there were no pictures on the wall to help muffle the sound coming from the surrounding rooms. There was a white crusty substance on the bed skirt of the opposite bed. The toilet moved everytime you sat down or got up, there were holes in the wall around the vent, that did not work. Dirt all along the edges of the base boards in the bathroom and sink area. The Hot tub was down and this was not disclosed at the time of booking on any website, either theirs or booking.com.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/17) */ Mrs. Tonya ***** stayed with us from 10/7/22 to 10/9/22 which was a sold out weekend in the one of the busiest months of the year for our property. After staying 2 nights, Mrs. ***** sent an email on 10/11/22 voicing her complaints about her stay. Similar to what she has expressed here within this complaint. On 11/14/22 she sent another email threatening us with a BBB complaint and to file a credit card dispute with her credit card company if she was not refunded for her stay. As I explained to Mrs. ***** via email: - All photos online accurately list and describe our property and show that there are no pictures currently on the walls as we have just recently upgraded our bedding and furniture as part of our renovation process - There are also no pictures of the hot tub area or listing of it being open on our website or 3rd party affiliates - There is a sign up front at the point of check in to inform customers that the hot tub is not open. This is done to let customers know in the event they do not want to stay and wish to cancel. - Mrs. ***** signed a NO REFUND policy at the point of check in. We are a small business and do our best to be upfront with our customers to inform them of policy to prevent any unnecessary conflict or unenjoyable outcomes. Despite all these issues Mrs. ***** claims to have had with the room and our property directly at the point of check in, she chose to stay for not one night, but two whole nights. I have attached the registration card, folio, and email correspondence to this complaint to further cement our case against this attempt to defraud us of the room charges Mrs. ***** is responsible for. Finally, I must reiterate, we are a small business. We are not a big corporate chain. We are upfront about all of our policies. The guests literally have the opportunity to read them thoroughly and plainly prior to even being issued a key card for the rooms. If a guest is unsatisfied with their accommodations and wishes to cancel, we allow them this opportunity if their concerns are within reason. I shouldn't even have to explain how incredibly unjust it is to take a business's room out of inventory knowing you are unsatisfied when the business could have simply rented this room to someone else who would had a more enjoyable experience. We will not be issuing a refund of any kind on our behalf and will respond to any disputes sent from her credit card company in a similar fashion. Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per Booking.com one of the ammenities, which the hotel must have provided was Hot Tub. which the main entrance under the wooden sign that states office, is closed off and there was no sign on the other door or at the desk, and all pictures to the room I stayed in do not show the walls,except for the one above the bed. Remodeling is fine even great for that matter but any business should be upfront with that at the time, and a poorly remodeled room, and with toilet moving, dirty base boards, And according to Booking. com I had until Midnight of 10/6 to cancel, and Riverchase charged my card hours prior to that. I would have been out $190 had I chose to cancel, until that money was refunded which can take anywhere for 3-10 days. False advertisement, non working ammenities, disgusting rooms, poor house keeping is why a complaint was filed. It is not about the money for a refund, more about the poor business practice. Even a small business should take nothing but pride in their establishment, which I do not see that in this case. I have stayed at dozens of Hotels/Cabins in the smokies over a 20 year period and I have never been disatissfied. And I have paid way more than what Riverchase charges. Business Response /* (4000, 9, 2022/10/18) */ This is incorrect. As previously stated, Mrs. ***** was unhappy with the accommodations and chose to stay for 2 nights. She signed a no refund policy at the point of the check in. We have a sign directly at the front desk showing the hot tub is closed. As I have stated previously, there is no mention of our hot tub online anywhere because of this issue. Why would we want to lie to a guest and then force them to stay? It makes zero sense. We are very upfront about all of our policies. Mrs. ***** simply wants to be refunded for the entirety of her stay after she chose to stay for two nights in a hotel she was unhappy with. We cannot and will not agree with issuing a refund for this under any circumstances. I ask for this case to be closed as we are not going to agree. Mrs. ***** has probably already filed a case with her card issuer and we can submit all the proper documentation to merchant services when we receive her dispute case.

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 stayed Jul 19-22 2022 daughter and gf got pink eye from hot tub pool and rooms dirty the tub jets left 3 bruises on my gf back and emailed the hotel and basically they there wasn't going to do anything about it and basically they don't care

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/28) */ Mr. *****, I have already spoken to you directly about this complaint and our policy. As I have already said, I certainly apologize about the experience you had while staying with us. However, I must reiterate what has already been said from previous correspondence. When a guest encounters an issue in room and brings it to the attention of our staff, we try to remedy the issue in room. If we cannot, we offer a comparable room and relocate the guest. We have a no refund policy that is signed for at the point of check in to avoid any future conflict. We are very upfront about this. You made other claims in your correspondence through booking.com about not receiving housekeeping service & not having someone at the desk for the duration of your stay. We have it listed on our site and have a special banner on our booking page to inform guests of this prior to reserving. It's all the action we can take to properly inform people before they reserve. We do not deceive or mislead anyone on our policies nor will we ever. Our desk staff can have periodic times of high demand, especially in the summer, that can call them away from the desk as they assist another guest but they always return to the desk area as soon as they can and immediately assist those who are present at the desk. Furthermore, our indoor pool, outdoor pool, and hot tub are constantly monitored by an electronic chlorinating system to keep up with disinfectant demands. It constantly monitors the water to add more chlorine as needed. We have zero reported cases of pink eye outside of your claims. It is very unfortunate that your daughter and girlfriend experienced this but I cannot with absolute certainty determine that our facilities gave it to either of them when no other guests have reported similar issues during, or after, your stay period. Despite your words, myself and my staff care very much about the state of our property and we are all working hard through a high demand time period and a chaotic hiring market. We have renovations planned in the coming months to better serve our guests. A lot of work has gone into planning these renovations and changes but due to supply chain issues we have had to delay their implementation until the Fall of this year. We are not perfect nor do we claim to be. We are a small business simply trying our best in a highly demanding and competitive area. There is a lot of room for improvement and I truly feel we will be making the improvements that are desperately needed to have a positive impact on all of our future guests. As I have said before, I apologize about the experience you've had. However, it is against our policy to issue a refund to you sir as none of these issues were presented to us until after you checked out from a 3 day stay. You provided us with zero opportunities to address your issues directly. We didn't lie to you or deceive you or mislead you in any way. All of our policies are as up front as they can be. You signed for them at the point of check in. One of these policies being "No Refunds". I have attached the proper documentation to further reiterate this. Sincerely, Riverchase Lodge Management Consumer Response /* (3000, 7, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I told the gm that 90 percent of the time theee where no people at tje don't desk and that he cmdosent care about the customer and the safety or cleanliness of his establishment which is ridiculous and gave him my phone number and sent another email and never reached out anymore try to make anything right

• Initial Complaint

  Date:06/03/2022

  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.

  May 27th 2022 I booked a room for 2 days with two beds however when I arrived the room had one bed and the hotel was booked due to the holiday weekend. The room has a smell of damp mildew and mold. We canceled the reservation this was not the room I reserved. I did not find another room till 1 am and had to pay an extra $200.00. I have also wasted days working on this refund. River Chase said they have credited the money back to Booking .com. Booking.com says the refund has to come from River Chase. This has been going on everyday multiple times a day since 5/27 with no resolution. I paid $324.00 for two nights and I want my refund. This mistake was on them not me.

  Business Response

  Date: 06/03/2022

  Business Response /* (1000, 5, 2022/06/03) */ As has already been explained to Mrs. ***, she had a reservation via third party. She is adamant that she booked with booking.com. Despite her confirmation, it was indeed sent to us via Expedia.com. Her Expedia confirmation number is XXXXXXXXXX. When Mrs. *** reserved via third party, the booking site charged her, not us. They then create a virtual card for us to charge. We have already refunded that card and have been in communication with Expedia for her to receive a full refund. It will take anywhere from 7 to 10 business days to clear on their end. This is another reason why guests should book property direct and not use third party sites. We have already processed the refund on our end and did so for Mrs. *** days ago. I have attached documentation for proof of refund. Consumer Response /* (3000, 7, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Receipt is for 250.54 and the amount paid was 324.00. I did book through Booking.com. This has been a complete inconvenience. If I do not receive the full refund I will be contacting them again. Thank you Business Response /* (4000, 9, 2022/06/06) */ The amounts are different as this is how virtual cards are processed. Expedia charges you an amount, $324, and then they create a virtual card for the amount $250.54. They keep the difference in the form of a commission. This is how booking and Expedia make money as a business. Expedia has acknowledged we have refunded their card $250.54 in full and is releasing their refund to you for the amount they charged you, $324. We do not know what Expedia charged you as we cannot see this. This is your responsibility to speak with them and follow up if any amounts are not correct because you paid them and you did not pay us. I will include a screenshot further showing proof we as a business went above and beyond to process this refund on our end to Expedia. As I have said numerous times now, I cannot refund you money to your card as I have not charged your card anything. I would like to move for this case to be closed as there is nothing further I can do to get Mrs. *** her refund. Furthermore, we have closed the rate code until booking/expedia resolves this issue on their end so no other potential customers can be effected. Consumer Response /* (3000, 14, 2022/07/06) */ see more info Business Response /* (4000, 16, 2022/07/06) */ Mrs. ***, As I have already proven in this case, that has already been closed, we NEVER charged you. You booked via third party. When you booked via third party, the third party charged your credit/debit card. Third party then creates a virtual card for us to charge that is set for a specific amount which is lower then what they charged you. Third party makes the difference in what we charged them and what they charged you in the form of a commission. I refunded that card in full and requested for you to be refunded when I originally responded to your complaint. This was explained to you by myself and my staff. Despite your claims, this is not on myself, my staff, or our business. I have provided you with the actual third party your reservation came through and have provided you with your reservation number for them, EXP-XXXXXXXXXX. You need to contact Expedia as they were the party who originally charged you. We have already processed the refund to them for the card they provided us, which isn't your credit/debit card. Furthermore, I have personally reached out to an account manager from Expedia for further explanation as to how your reservation was processed and have since blocked similar reservations from coming through to our property. I am still waiting on word back from Expedia as to why this whole event was allowed to take place in the first place. Why am I doing this? Because I do not want any future customers or my staff to have to go through this again. I understand it may seem frustrating but we as a hotel have done all that we can. You need to reach out to Expedia directly with the information I have provided you with to ensure you receive your refund. Again, I must reiterate, we NEVER charged your credit or debit card. They did. When you book via third party and not property direct, it is on you the customer to ensure your cancellation and refund is processed properly as we didn't originally reserve the room for you. I would again like to request that this case be closed as there is nothing more that we can do for Mrs. ***. She needs to contact Expedia directly at X-XXX-XXX-XXXX with her reservation number EXP-XXXXXXXXXX. I have additional documentation to prove we have gone above and beyond for this situation but the BBB portal is not allowing me to attach additional documentation. Business Response /* (1000, 18, 2022/07/06) */ ***Document Attached*** Please find the attached documentation further proving my correspondence. Consumer Response /* (3000, 20, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Expedia and they do not have that reservation number and have not received any money. WE booked with Booking not Expedia Business Response /* (4000, 22, 2022/07/07) */ I have attached all documentation proving that your reservation was with Expedia and they do in fact have your reservation. I have also told you I have opened a case with an account manager with Expedia to get to the bottom of this and have taken steps to prevent further customers from having this issue. I cannot do anything further. You need to follow up with Expedia with the information that was provided to you.