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:03/31/2025

  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.

  So as a family of six it’s sometimes hard to find time to vacation , I booked this cabin roughly six months ago to go to after our cruise. First off we arrived at 420 hatchet way and the place was beautiful appeared new we were there roughly 2 hours when we decided to go to bed and when pulling down sheets we found multiple “bugs” in the sheets appeared to be bedbugs unable to confirm exactly. Notified business immediately letting them know I couldn’t keep my family there. And all the responses I have rreceived is “they can bring me a can of bug spray” “they are working on it” “pest control will be out soon” but no clear answers I asked for a refund .. and they said they could only refund me if someone else rented it so fully aware of the bugs in the bed wanted to rent it out to next individual . WHAT A TERRIBLE BUISNESS PRACTICE AND CUSTOMER SERVICE! So needless to say I had to find a hotel at midnight with four young children so we didn’t have to sleep in a bed infested with bugs. Needless to say this was 2k for 3 nights

  Business Response

  Date: 03/31/2025

  Hey there!
  
  We are reaching out regarding the guest complaint concerning their stay at Parkway Pool Retreat: Hot Tub, Foosball & Arcade! on March 27-30. We want to confirm that this matter has been fully resolved.
  After reviewing the guest's concerns, we processed a refund in the amount of the total we can send ($1,664.29) on Mar 29, 2025, 2:41:48 PM. A receipt of the refund was provided to the guest, and they have acknowledged receipt.
  
  Please let us know if any further information is required to close this case.

  
  Best regards,

• Initial Complaint

  Date:01/21/2025

  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.

  On 11/25/24 I paid $8,194.67 to Haven Vacation Rentals to rent a home located at 658 Wiley Oakley Dr, Gatlinburg, TN 37738, USA for five nights beginning on 12/25/24. Additional funds in the amount of $880.00 were paid to VRBO and $635.08 for some sort of damage insurance. During our stay we used the large upstairs bathtub. When we were finished with the tub and pulled the plug to empty it, it somehow drained directly into the room below through the ceiling boards and through the ceiling fan. Water poured into the fan and was splashed over everything in the room. Additionally, water poured between the ceiling boards onto the bed, the baby's crib and all our personal belongings. (We provide Haven Vacation Rentals with numerous videos.) Luckily my daughter was in the room and she called everyone to help. We gathered the water in buckets and cleaned up. We immediately notified Haven Vacation Rentals via text and phone and were told that they were very sorry that no one could come that night but we were the first priority in the morning. We were sleeping in chairs, including the baby. No one from Haven Vacation Rentals came. We continued to complain and they eventually had a blow up bed delivered. We did not pay $2,000.00 a night to spend hours sopping up dirty water and drying out all our belongings. Haven Vacation Rentals refunded us $1,246.44, however, our vacation was ruined by this event. It may not have been so bad if we were offered some help. In addition to drying out our belongings, we were left to clean up the house, mattress, and bedding. We do not do any of this at home and never imagined doing it on a large scale while away. I believe we are due our money back.

  Business Response

  Date: 01/30/2025

  To whom it may concern, 
  
  Thank you for allowing us to respond to the complaint filed by Nancy Sturgill regarding their stay at *** ***** ****** *** *********** TN 37738, USA from December 25, 2024, to December 30, 2024.
  
  We sincerely regret the inconvenience caused by the unexpected plumbing issue during their stay. Guest satisfaction is a priority for us, and we take all concerns seriously. Upon reviewing the case further, we have decided to adjust the compensation to 30% of the total nightly rate ($2,077.50) plus the cleaning fee ($318), making the total refund $2,395.50.
  
  We had previously refunded $1,246.44, and we have now processed the remaining balance of $1,149.06 back to the guest’s account, bringing the total refund to $2,395.50.
  
  We appreciate their patience and regret that their experience was not as expected. With this refund adjustment, we consider this matter resolved. Please let us know if any further clarification is needed.
  
  Sincerely,
  
  Haven Vacation Rentals
  

  Customer Answer

  Date: 02/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to c******** ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Nancy A Sturgill

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented an apartment from Haven Vacation Rentals through VRBO from August 4 to August 13. We paid $2700 The apartment contained mold and mildew in the bathrooms. There was a musty smell. There was lead paint exposure all over the windows including lead paint chips. The environment in the apartment caused my wife to have an asthma attack, which we had to take her to urgent care. We could not continue to stay there as for the health of my wife. They refuse to grant us a refund for the nights that we did not Stay at the apartment.

• Initial Complaint

  Date:06/26/2024

  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.

  We have stayed at Airbnb’s, VRBO homes, etc. This property was a AirB&B and managed by Haven Vacation Rentals. This was by far the worst experience we have had with customer service. To start - we walked in to a dirty home - dishes in sink, trash, lights on, dirt bathrooms, dirty beds, etc. This was very inconvenient since we wanted to unload our belongings before going to our next activity. We made management aware and they said they would send some on right over to clean. Later that night, we arrived back at the condo - only to find that sheets were not provided for the pullout sofa! When we contacted the Haven Properties - they asked if we had looked in all drawers and closets! Yes - of course we did! So they said it was too late to bring sheets! So we were expected to sleep on a dirty mattress with no sheets or covers. We were told we would have sheets the next morning. Again - nothing! When we left for the day - we asked that the sheets just be left at the front door. Again - nothing. We asked that they please be brought. Long story short - we NEVER received sheets. I would like to know how many people have paid to sleep on a mattress with no sheets in a rental. This was the absolute poorest and grossest display of customer service I have ever experienced. The owners gave us the cleaning fee back along with *** but does not cover the aggravation, lack of effort, and having to sleep on a mattress with no sheets!

• Initial Complaint

  Date:03/12/2024

  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.

  rented a cabin from Haven Vacation Rentals; when we got to cabin around 5:45 pm; the code didn't work. We had infants and small children and it was dark, cold and windy. Took about 30 minutes for the company to reply to help us with the code. Cabin inside was nice and clean. Later, the dogs on both sides of the cabin starting barking and did not stop pretty much all night. When we got up in the morning and daylight, we looked to our left and there was a trash-filled yard, junky cars, and filth at the back of a run down single wide trailer. The other side of us was a dilapidated house with a muddy yard,, bobbed-wire fencing and 3 sickly looking dogs that continued to bark off and on throughout the day and every night of our stay. None of the pictures in the ad for the cabin showed any of this trashiness surrounding our cabin (which we had our family in for a long week-end...small children that couldn't sleep due to barking dogs on both sides).

  Customer Answer

  Date: 03/25/2024

  screenshot from today (March 25, 2024) of them replying back and telling me they have tons inquiries....they are NOT out of business.  Phone number I texted was 865-205-5785;

  SO, I'm not sure how much you really even looked into this...?  I feel that I should get a fairly substantial refund due to their lack of full disclosure about this rental property....

• Initial Complaint

  Date:05/01/2023

  Type:Order 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.

  Property #2940432 Reservation ID 15777092 Arrive Apr 9, 2023 Depart Apr 13, 2023 Nights 4 Guests 4 adults Host Haven Vacation Rentals Please note: You may be contacted by Haven Vacation Rentals regarding your reservation by email. Charges $129.06 x 4 nights $516.22 Cleaning $230.00 Service Fee $93.00 Tax $102.63 Tax $50.34 Tax $9.20 Tax $20.66 Tax $22.43 Total $941.85 Refundable deposit paid at property $300.00 Total + deposit $1,241.85 Due on March 20, 2023 $941.85 Booked reservations on 3/2023 was told Spring Break for school was changed to April 3th thru April 7th March 26, 2023 Contacted Havens vacation rental by email for rescheduling here is there response (never ask for refund just to reschedule at another week or some time in future) March 26,2024 We just got feedback, ***** *** ******* Unfortunately, we won't be able to change your reservation date close to your check-in date. We can no longer alter your reservation less than a month away based on our cancelation policy! March 26,2023 We're sorry, ***** *** ******* Please understand that we won't be able to move your dates since it's near your check-in date. The reason is that we will most likely not be able to have the dates rebooked by another guest. Also, we have a strict cancellation policy and we don't accept alterations for a reservation less than a month away. March 27, 2024 We hope that you can make arrangements and we're looking forward to hosting Thanks for reaching out, *****! Unfortunately, VRBO has non-refundable policy, so we have to stick to our cancelation policy. We hope you understand! March 27,2023 We're sorry but your reservation has already been canceled. I also called and left a message with Havens Vacation Rental had to leave message but ask them to reschedule at another time so I wouldn’t lose our Money but no response ever and they have to date not rescheduled our stay or offered a resolution or refunded any of our money

  Customer Answer

  Date: 05/01/2023

  I emailed Havens Rental 10 times and called left message but this was there response by email Message from your host at Enchanted Forest Retreat - Secluded w/ Fire Pit! 3/26/2023
  We just got feedback, ***** and ******! 
  
  Unfortunately, we won't be able to change your reservation date close to your check-in date. We can no longer alter your reservation less than a month away based on our cancelation policy! We hope you understand!

  3/26/2023

  Message from your host at Enchanted Forest Retreat - Secluded w/ Fire Pit!
  We're sorry, ***** and ******! Please understand that we won't be able to move your dates since it's near your check-in date. The reason is that we will most likely not be able to have the dates rebooked by another guest. Also, we have a strict cancellation policy and we don't accept alterations for a reservation less than a month away. 
  
  We hope that you can make arrangements and we're looking forward to hosting you

   

  And no one ever called us back when we called there phone number and left a message to reschedule our dates of reservations

• Initial Complaint

  Date:11/21/2022

  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.

  On 18 Nov 22, we checked to our rental cabin at 442 Hideaway Ridge in Sevierville TN. The temp was 52 degrees. We turned the heat up and went to supper. When we returned the heat was 54 degrees. It was below freezing outside. We contacted the rental company through the app and phone. They asked us to check the breaker and thermostat. We did so. They indicated they would have someone come out. This morning 19 Nov 22 the temp in the house is 54 degrees. We have spent the last two hours calling and contacting the rental company with no response. It is freezing outside and frigid inside. We need heat.

• Initial Complaint

  Date:08/18/2022

  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 informed Haven Vacation Rentals their cleaners had taken a complete king bed comforter set, a king fleece blanket, and 2 queen fleece blankets. This is the response I received. " Unfortunately, I do not have an answer on the bedding for you. We understand this is a problem for Haven and, while we have seen improvement in communication from the top down to cleaners on site, we have not yet been successful in completely eliminating this issue with our cleaning company." The cleaners were actually leaving with a queen comforter set, a queen comforter, and a queen blanket I was able to retrieve the day of when I discovered the other missing items. It seems either Haven or the cleaners should be responsible to re imburse or replace the items. Thank you

• Initial Complaint

  Date:06/15/2022

  Type:Billing 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 rented a property online from this company. The home is no where near as pictured or advertised. No balcony or fire pit. No internet. No front door. Broken dryer that doesn't turn off and ruined clothing. No door handle to master suite and door won't close all the way even if it did. Mold in shower. Furniture is torn up. Broken window in master bath. Lights intermittently working in other bedroom. Feel very unsafe and filthy in home due to all of the above. Had to spend day locating a quiet place for internet for my student to take college quiz online. Ruined our vacation. My husband and I are both in public education. This is our one vacation a year. We can not afford to just eat the $1600 it cost to stay here and go elsewhere. Tried multiple times to resolve issues. The company literally did NOTHING. Not even a partial refund or fixing of items. We want a refund for our stay. This is fraud and highly unethical. I'm not sure how people sleep at night that mess over others in this way. I couldn't. It's not a police issue unfortunately. This company should not be in business however and I want other people to also know so they don't have their hard earned money wasted or vacations ruined when dealing with this company. Ethically they should give us money back, but after hours of trying to have this happen, I doubt they will. This contact is our hope that something will be done.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 14, 2022/07/08) */ We do apologize for any inconvenience during the stay. We understand that when things break and are not fixed, it can really affect a vacation. We did work hard to respond to issues and get them fixed as best we could. The internet issue unfortunately was a problem with the ISP company itself, meaning we had to wait on the internet company for a fix or a technician. That part was out of our hands. As for the other issues, we tried as best we could to fix things but when we asked for pictures and could not get them, it makes it harder for our team to know how to handle those items. In the complaint it mentioned that we did nothing and offered no compensation, when in fact we did work to resolve issues and did issue a partial refund as well. We take problems very seriously and work hard to fix things quickly. With any vacation rental or AirBNB type of stay, we rely on your feedback to correct issues and improve your experience. We are sorry you felt this stay did not meet your expectations, but by no means do we things we acted in any type of fraud or unethical behavior. Consumer Response /* (3000, 16, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a blatant lie. I have proof of communication with their staff and numerous pictures that were sent to them. I can also show that they did call me and request that I upload all photos online to booking.com, which I did. There was not a single item fixed during our stay and zero attempt to fix anything. Without our consent, they sent $150 back to us. On a $1600 stay, this was not acceptable. Our cellular data was over $50 alone to try to just have general cell phone use. We have all the photos saved as well as video and are happy to resend them to you. They refused to work with us and refused to work with Booking.com, as we tried to get them involved initially, but Haven refused to do anything. Their response is an insult and should be an insult to the BBB, as this is jaw dropping unethical. This company has ZERO ethics to make blatant lies. Please let me know where to send this proof. BBB please post these lies made by this company so that you can protect other individuals moving ahead too. I would also like a phone number where I can contact the BBB to speak with to see what else can be done.