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:12/30/2024

  Type:Facilities 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.

  Emerald City Lights #203 Cabin Gatlinburg, TN Photos used on the website are either old or edited and deceptive. Pictures show a clean and well kept property. The living room floor was completely destroyed with deep scratches. The main fireplace was very old and hard to get running, the pool table dirty. There was a major plumbing leak in the upstairs bathroom that dripped and wet into the downstairs kitchen every time someone bathed. The cabin was not ready at 4pm check in and I am sure they gave it to us without cleaning the downstairs. It was filthy. Both beds smelled like the comforters and pillow cases had never been washed. My grand daughter got bitten by bed bugs or an allergic reaction to filthy sheets the first night and my daughter in the other bed the next night.

  Business Response

  Date: 12/31/2024

  Thank you for providing your feedback regarding your recent stay with us. After reviewing the notes, I see that our team made attempts to visit the property and address the concerns you raised. However, we encountered an issue when one of our key policies regarding pets was not followed. Specifically, we found that a dog was left un-crated and unattended in the property. As a result, we were unable to enter the cabin to assist or verify the situation, and we left messages explaining that we could not proceed with our visit due to the un-crated pet. Additionally, we were not made aware of the rash until after your checkout, which prevented us from addressing or verifying the concerns at that time. We truly wish we could have made your stay more enjoyable. While we are unable to offer a refund, we would like to extend a complimentary night voucher for a future stay with our company. Please let us know if this is agreeable to you.
  

  Customer Answer

  Date: 01/02/2025

  
  Complaint: 22741690
  
  I am rejecting this response because:
  

  The fact that Aunt Bug’s blames the deteriorated and unsanitary conditions of the cabin including destroyed living room wood floors (photo not included), major plumbing leak, rotten kitchen cabinets, dirty downstairs floors upon arrival, faulty main fire place and filthy sheets/bed bugs on my 5 lb Pomeranian not being in his crate says a lot about the companies character. Not one apology was given for ruining our Christmas due to my daughter breaking out in hives/bites and needing to be medicated on Benadryl on Christmas Day. I’m sorry if I didn’t find the time to call them the day after Christmas she continued to need care and medication and thankfully no ER visit was needed. The cabin was not delivered as promised in working manner and as shown on website or clean so I reject.

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

  Business Response

  Date: 01/03/2025

  We were unable to enter the property due to the pet being left unattended. The size of the pet was not the concern; our main priority is ensuring that our technicians can safely work inside without the risk of accidentally letting the pet escape. We live in the Great Smoky Mountains, where wildlife is abundant, and we want to avoid any situations where a beloved pet could accidentally get lost. We truly apologize for the inconvenience this caused, as we wanted you to have a wonderful experience. The issues could have been easily addressed if we had been able to enter, and we appreciate your understanding.

• Initial Complaint

  Date:12/27/2024

  Type:Facilities 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.

  Would not recommend Aunt Bugs and especially would not recommend “Around The Bend #239”. Would rate it a zero if I could. The place is very outdated and in no way resembles the description on Aunt Bugs web site. First off, after a long drive I was looking forward to a soak in the hot tub. The tub was only half full and 52°. Description did not mention that game room was around outside and down a flight of stairs with no lighting, very dangerous. In addition, there is a foosball table but there were no foosballs. The photos show an overhead projector in the basement game room but sound doesn’t work. In addition there were only 3 chairs so a whole family couldn’t sit anyways. Photos on website show a bunch of chairs. Two of the bedroom TVs didn’t work. Doesn’t matter because internet is so slow, it is continuously freezing anyways. They sent a guy around who got one of the bedroom TVs working but the other one is not even a smart TV. Guy said that Aunt Bugs would get back to us but they blew us off. For what we paid for this place we are HIGHLY” disappointed. The couch was filthy. Behind the couch the air return grate was covered with sticky dust. Opened it up to check filter and found one that was too small so useless at filtering. I’d hate to think how dirty the comforters are, yuck. They look 20 years old. They left us ONE garbage bag. Sorry, but not going out on Christmas Eve to buy garbage bags. There were no food storage containers or anything to store leftovers in. A very poorly stocked cabin. I will leave as many reviews as I can to warn people away from this outfit and “Around the Bend #239”. Since making this mistake I have found many negative reviews on the internet.

  Business Response

  Date: 12/31/2024

  We truly appreciate your feedback regarding your recent stay with us. I can confirm that the issue you mentioned was reported to our team and promptly addressed by a maintenance technician. The matter was resolved on the 27th, the same day it was brought to our attention.
  

  Business Response

  Date: 12/31/2024

  I have conducted thorough research and am relying on notes provided by the staff and the completed work order details. The task was reported to one of our front desk staff earlier that morning. According to the maintenance director, there is no issue; the tab is simply broken out and is not connected to a live breaker. He clarified that as long as there is no live breaker in the tab, it does not violate any fire codes. The tab is unused, with the breaker having been removed because it was not needed. 
  

  Customer Answer

  Date: 01/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22728703, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/21/2024

  Type:Billing 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 Booked a stay at Aunt Bug's Cabin Rentals, at the time of booking I purchased the cancellation insurance. After not being able to make the trip I attempted to cancel my stay. I was told at that time I would not receive a refund even though I had purchased the refund guarantee. I disputed this charge with my credit card company, but with this not being a fraud case they were unable to help.

  Business Response

  Date: 10/22/2024

  I see that you previously canceled your stay and transferred the funds to a new property with different dates, which was made possible by the purchase of a vacation guarantee. Please note, this is a one-time protection. After using it, you were informed by a manager that no further cancellations or changes would be allowed. However, I also see that you initiated another cancellation and requested a refund. Unfortunately, we were unable to process this request. Thank you. 

  Customer Answer

  Date: 10/29/2024

  
  Complaint: 22452409
  
  I am rejecting this response because:

  A I said that is not in YOUR policy and had someone said that I would have canceled and not switch the date.  I even brought it up when the date was switched and no mention of this at all.
  
  
  ****** *********

  Business Response

  Date: 10/29/2024

  I am sorry. I personally spoke with you more than 2 weeks prior to your cancellation and explained it to you myself. There is nothing further we can do. We very much apologize. 

• Initial Complaint

  Date:10/14/2024

  Type:Facilities 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 originally booked Creek Song cabin for a stay from 10/9/24 - 10/12/24. On 10/1/24 I was contacted by ****** at Aunt Bug's cabins. He said there was an "issue with the water in Creek Song #166" and they had moved me to A Bit of Heaven #252 instead. I paid $ 1,239.59 for Creek Song. It had a creek running behind the cabin, it had an outdoor fireplace, it had a great view. A Bit of Heaven had no creek, had no view except for trees and no outdoor fireplace. It had nothing that I had paid for. When we got there, neither of the beds were made. They both had sheets crumpled up on them that looked like they had been slept on. There were no comforters on either bed. I did find one small quilt in a closet. There were cobwebs on front and back porches. The front door would not lock from the outside (it wasn't locked when we arrived either). This cabin was extremely hard to get to...even with a 4WD. When I checked rates for A Bit of Heaven for the next week they came up to $ 796.00. I asked ****** for a refund of the differenct but he said "This is a reservation that was moved to another cabin. It isn't a new reservation. So there will be no refund. We don't give refunds." When I asked what happened to the $ 443.59 difference that I paid I was told that the full cost of the move goes to the next owner. I highly doubt that. I've never dealt with anyone as dishonest as Aunt Bug's Cabins. I wish I had checked BBB first. We left a day early because the cabin was so bad.

  Business Response

  Date: 10/29/2024

  ***** *** was relocated due to recent storm damage in our area. We upgraded her to a larger, nicer property, and she is now requesting a rate adjustment. When she originally booked her stay in August, rates were higher across all properties, including the one she booked, due to seasonal demand. Following the storm, we reduced rates on all remaining properties to support evacuees. Despite this, she is requesting a rate difference, even though the new property we placed her in is typically priced higher. Throughout her stay, we have made every effort to accommodate her needs, moving her from a one-bedroom property to a two-bedroom property with the same amenities.

  Customer Answer

  Date: 10/29/2024

  
  Complaint: 22421013
  
  I am rejecting this response because:  I DO want to close out this issue.  Aunt Bug's Cabins is not going to do the right thing here.  Nor did they take care of us during our stay.  Our beds weren't even made up when we arrived!  How does housekeeping miss something like that.  And they CHARGED me for housekeeping!  I want to forget that ABC exists so please close this once and for all.  I'm definitely NOT satisfied with them or their response but that's the way it goes.  Thanks to BBB for trying to hellp me.  
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Help. I initially booked a cabin with Aunt Bug's Cabin Rental for June of 2024. I bought the rental insurance. My father ended up on hospice that month so I could not vacation at that time. Aunt Bug's policy was to give me a credit for a future stay. I booked a future stay for this October. I had to pay more for the same amount of time because the rates had changed with it being peak season. I ended up paying an additional $1162.46. Unfortunately Helene affected the cabin I was booked to stay in (there was no running water available). Aunt Bug's called to say they would need to cancel my stay and would refund my money. However, after looking into my bill they have decided that they will only refund the $1162.46 because the other part ($2739.82) was a credit or a "gift certificate " amount. They also said they were "generously extending the time frame for me to use the credit to 1 year." If I do not use the "credit" (which is actually money I paid them) within the year the money will be lost. I am a school teacher so my vacation time is scheduled for certain times. I had already made plans to visit my daughter who is stationed over seas for an extended visit during the summer. I do not see a time where I will be able to meet their requirements and use the credit in the coming year. Therefore I will lose this money. Because the cancellation was on their end and not mine I believe a full refund is reasonable. Could you please assist?

  Business Response

  Date: 10/10/2024

  Yes, this is correct. The initial deposit made for this booking was with a gift certificate and not actual funds. We refunded the payment that was made as well as the gift certificate that was used. We even extended the certificated from 6 months to a year to help accommodate. We do apologize for our area being damaged by the weather following the hurricane that swept through our area and very much hope to see you and your family in the near future. 

  Business Response

  Date: 10/22/2024

  We are very sorry you feel this way and we very much hope you re-use your credit with our company. Thank you. 

  Customer Answer

  Date: 10/25/2024

  
  Complaint: 22405708
  
  I am rejecting this response because it does not meet the expectations of a consumer friendly business. This is an example of a company bullying a consumer. I will be exploring other options through the Division of Consumer Affairs. 
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:07/29/2024

  Type:Facilities 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.

  On April 19th we rented a cabin, paid $1,626.99 when we arrived there were lady bugs everywhere crawling out of every vent flying all around the cabin. It smelled like mold, we found rat droppings. I have 3 small children I didn’t feel comfortable even letting them in the cabin. We left and drove the 3 hours back home just canceled everything. Before we left we went by the rental office, was told we would be getting a refund. Here it is months later can’t get anyone to reply a the person on the phone said they’re not refunding. I do not recommend this company to anyone, they have the worse reviews of all the rentals in the area. Even if they’re in the wrong they don’t do anything to fix it.

  Business Response

  Date: 07/30/2024

  Thank you for your feedback on your recent stay. I've carefully reviewed your account and found no record of any property issues or contact from us regarding your reservation. We appreciate you bringing this to our attention. As a brand-new property with a private pool, we value your input. To make amends, we'd like to offer you a complimentary night for a future stay. Unfortunately, a refund isn't possible at this time. Please don't hesitate to contact the main office if you have any questions or would like to discuss this further.

  Customer Answer

  Date: 08/02/2024

  
  Complaint: 22062004
  
  I am rejecting this response because:

  how is there no note of it? we literally went to the office the same day we checked in and told them we were leaving.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 08/02/2024

  We cannot issue any sort of refund for the early departure, we do apologize.

   

• Initial Complaint

  Date:07/17/2024

  Type:Facilities 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.

  The house is dangerous. First, the Air conditioning does not cool the house in the afternoon. When we checking in at 7p.m. It was 86 degrees on the second floor. I had to plunge both toilets because they were clogged before we got there. The railing on the second floor balcony is hazardous because it is secured by a cheap “L” bracket because the railing is loose. I doubt it would support my weight leaning on it, and it is a 75+ ft drop down the mountain. It is moldy and dirty. The company did sent a service technician out late the first night, but the temps were back above 82 degrees the next day, despite the thermostat set at 67 degrees. We left early and notified Aunt Bugs Cabin Rentals on Sunday we were leaving because the heat is too much. They said they would have someone call me Monday morning, but no one called. I called them Tuesday after I was home, and they refuse to offer any resolutions, let alone a refund for the fraudulent advertising.

  Business Response

  Date: 07/17/2024

  Thank you for reaching out and sharing your recent experience with our property management services. I apologize for any inconvenience or frustration this situation has caused you. Ensuring the safety and comfort of our tenants is paramount to us, and I appreciate your feedback regarding the maintenance issues, especially beyond the air conditioning. Please rest assured that we take such matters seriously and are fully committed to addressing them promptly. We promptly dispatched an HVAC company to address the AC issue and were initially assured that it had been resolved. However, I understand that the problem recurred the following morning, prompting your decision to vacate. Upon learning of this, we immediately contacted the HVAC company to revisit and thoroughly investigate the matter. It is our standard procedure to provide professional assistance promptly whenever breakdowns occur. We are still offering the one free night voucher for a future stay and very much hope you will give us another chance.

  Customer Answer

  Date: 07/18/2024

  
  Complaint: 22000405
  
  I am rejecting this response because: I already committed money for this trip and was greatly disappointed. I wanted a refund, not a voucher. The fact that you say you take these concerns seriously is suspect, you did not call me back the two separate time I was informed you would. This left me with no confidence that at the very least the ac would be repaired. My wife has health issues and the excessive heat in the cabin exasperates her condition. You were notified of this, but besides the first night, did not act like a concerned party. If you offered a flight to get to Tennessee to use the voucher, then that’s different. But the fact is we do it live there and would have to make additional financial comments to use your voucher. The offer of one day is laughable as well, as our stay was supposed to be 3.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/18/2024

  We are sorry you feel that way and very much hope you utilize the free night voucher. We would love to see you and your family again. Thank you for your feedback. 

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a cabin from Aunt Bug's from June 29th to July 6th. There was no mention of the driveway being 4 wheel drive access only. On the advertising they say they will always let you know if you need it to get into the property. We arrived on June 29th at approximately 4pm, and discovered we were not able to access the property with the vehicle. We drove to the office and asked for either a different property to stay in or failing that a refund. We were then told it wasn't their problem that we couldn't get in, and that the manager who openly admitted to never seeing the property in person, gave no other options except to keep the money that we had already paid and that we were out of luck after driving 11 hours with two small children. Thankfully we were able to find a place to stay for the night somewhere else paying additional fees to a different company.

  Business Response

  Date: 07/02/2024

  Looking into the notes, I see that we have already issued a refund to your credit card on June 30th, 2024. Thank you and we are glad you found other accommodations. 

• Initial Complaint

  Date:06/26/2024

  Type:Facilities 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 am deeply disappointed in my first time cabin experience and even more upset of how Aunt Bug’s handled the issue. I booked and paid $1300 for eagle’s view 356 for dates June 10-13th and with all the amenities cabin offered and seclusion we came very prepared with fishing reels and all necessary for this particular cabin. Upon day of arrival I received notification of address and we made our way there. Once there, I began to doubt myself over and over looking through email, photos, etc bc cabin we arrived to was nothing like what I booked. I called and spoke to after hour rep who assured me this was the cabin I booked after I repeatedly let them know it was indeed not. After multiple phone calls I finally spoke to **** from aunts bugs who stated I was right and the cabin I booked was having issues with well water and he assigned me to another cabin. He advised that he asked staff to call and inform me prior to us arriving but no one did and he also saw no records of anyone giving me a call. I made it clear to him I was not okay with that and the replacement cabin they just gave me without notice was horrible. **** stated he would make it right and would give me a call if eagles view was fixed during our stay. I called back the next day and was told there was nothing they could do since cabin’s well water was still not working. I was devastated as looking at other rentals they were all booked and aunt bugs stated they had nothing else for me during our stay. **** stated he could only send a voucher for a free night’s stay. After two weeks of not receiving voucher and reaching out about it, Hannah sent me a discount code to get a 3rd or 5th night free AFTER having booked full price for other 2 nights. The replacement cabin was horrible and I am very upset that this was not handled properly by Aunt Bugs!

  Business Response

  Date: 06/27/2024

  Thank you for taking the time to share your feedback about your recent stay. We value your input and will use it to continuously improve our guest experience. We do apologize, **** is no longer with the company. I am going to personally process a voucher for you and will be mailing it today to the address on file. Thank you again for your feedback. We look forward to welcoming you back soon!

  Customer Answer

  Date: 06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21903077, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:11/14/2023

  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.

  On 11/10/23 my daughter was married and reserved in advance a cabin at Aunt Bugs rental cabins. Upon arrival late on 11/13/23, at approximately 10pm, they started looking around the cabin and pulled the sheets on the bed back. They found hair, dirt and also severe mold on the shower curtain. Overall they both were very concerned about the cleanliness of the unit upon their arrival and immediately called me on what to do. She called and left a message that evening, but had no where to stay. I booked them a hotel room and at 11am on 11/14/2023 they were finally contacted that all the issues were resolved. They blamed my daughter for the bed conditions and said it had been slept in. That was because the unit was not cleaned properly prior to their arrival. I called the office and spoke with Eric, (only Eric he said) and he said that he would not refund their money nor reimburse me for the hotel charges. As a customer I am very disappointed that my daughter lost her money and I lost my money for the hotel charges due to them NOT having cleaned their units properly. I did also do my research and found several very poor Google reviews.

  Business Response

  Date: 11/15/2023

  I am writing to you today to address the concerns you raised regarding your daughter's recent experience at our cabin rental. We sincerely apologize for the inadequate cleanliness of the cabin and the inconvenience it caused your daughter and her husband. We understand that upon arrival, your daughter encountered dirt, hair, and severe mold on the shower curtain. We deeply regret that this fell far below our standards of cleanliness and the comfortable, enjoyable stay we strive to provide for all our guests. Upon receiving your daughter's complaint, we immediately dispatched our professional cleaning team to thoroughly clean and sanitize the cabin. They replaced the shower curtain with brand new linen, ensured that the entire unit met our high standards of hygiene, and addressed any other cleanliness concerns. We were informed that your daughter was unwilling to return to the property even after the cleaning team addressed the issues. While we understand her initial reluctance, we were disappointed that she declined our offer of an alternative cabin, which was provided in an attempt to salvage her stay. We acknowledge that the initial state of the cabin was unacceptable, and we take full responsibility for the inconvenience it caused your daughter and her husband. However, we also want to emphasize that we took prompt and decisive action to rectify the situation, and we went to great lengths to provide your daughter with an alternative accommodation. Given that your daughter declined our efforts to resolve the situation and chose not to utilize the property, we are unable to issue a refund. We understand that this may not be the response you were hoping for, but we believe that our actions demonstrate our commitment to providing a positive experience for our guests. We value your feedback and appreciate you bringing this matter to our attention. We are committed to continuously improving our cleaning procedures and ensuring that all our guests have a comfortable and enjoyable stay. Thank you. 

  Business Response

  Date: 11/28/2023

  We are deeply sorry for the inconveniences your daughter encountered due to the minor cleaning issues and shower liner at our property. We understand that these shortcomings fell short of providing her with the comfortable and enjoyable stay she deserved. We acknowledge that we were notified of the complaints hours after check-in time, and our after-hours service is not designed to handle non-emergency housekeeping requests. However, we prioritized addressing your daughter's concerns as soon as our office reopened the following morning. Our team responded promptly to the property and diligently addressed each of the issues she raised. They thoroughly cleaned the dishes left in the sink, replaced the shower liner, emptied the garbage cans, and changed the bed linen. We sincerely regret any inconvenience or disappointment these issues may have caused your daughter. Our guest’s satisfaction is our top priority, and we strive to provide exceptional accommodations for all our guests. While we cannot issue a refund at this time, we hope she will consider giving us another chance to demonstrate our commitment to providing a seamless and enjoyable stay. Thank you for your understanding and feedback. We appreciate your willingness to share your daughter’s experience so that we can continue to improve our services.

  Customer Answer

  Date: 11/28/2023

  
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******