Complaints

• Initial Complaint

  03/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We booked on 2/15/22, for a stay from March 12-17, with them for a two bedroom condo and received an email 3/1/22 the property was under repair and not available. They booked us in a different property or offered a full refund if we were not satisfied. I called them on March 2 asking them how many bedrooms and about access to a pool which was included with our first property. The new property has 1 bedroom and no pool access. The lady I spoke with stated no other properties were available. I was willing to accept the new property but requested a discounted price. Since the new property only has 1 bedroom our children will be sleeping on a couch. She could not offer this to me at first finally contacted her supervisor. His answer, they would make a refund at the conclusion of the stay. I asked her how much and she did not know. I asked to speak with the supervisor and she transferred me. I told him since I have a contract in place for a given price I could not accept a promise of refund and needed to know the amount of discount we would receive and new contract. After some back and forth, he informed me they would offer a discount of around $77.00 and access to a pool. He also stated I declined the other offer of canceling and receiving a full refund. I informed this is a family vacation and we would not be able to find another property this close to our stay during spring break. I said the discount amount is not enough to compensate my children sleeping on a couch and asked if he would want that for his children. His response was his children sleep on the couch often. I requested to speak to someone higher up in the company and he said no one was there. I requested they call me and I could wait until tomorrow. His response was they will tell me the same thing. I do not expect a call from anyone and don't have a choice unless you can assist me. A full night stay at no charge is fair and a contract showing the discounted price not a refund.

  

  Business response

  03/22/2022

  Consumer Response /* (2000, 5, 2022/03/04) */ A lady contacted me today and we came to an agreement of 1 night free stay. You can withdraw my complaint.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked our stay almost a year in advance for our family Christmas Vacation. I purposely talked the reservationist about booking a newer cabin with nice amenities because it was for 12 family members during Christmas. Unfortunately, I didn't check reviews before booking because I had stayed with them years ago and we had a good experience and we stayed the year before and had a few issues but they tried to make it right. About a month before our trip, I reached out to Gatlinburg falls because I saw many bad reviews on their Facebook page. They checked the maintenance log and said the only thing EVER reported on this particular cabin was a video game work order. This reassured me because at that time I believed what they said. I knew there were older cabins available to book as well, and I figured that the bad reports had to be from those cabins. I was wrong. I have attached details of our stay to give you more information, but this company needs to be out of business. They continue to book cabins that are not what they promise. The cabin was infested with roaches of all shapes and sizes. There were other issues such as dirty floors, cobwebs on ceiling and in shower, trash not picked up, AC froze up to name a few, but the main issue was the roaches. We called and reported to the company many times but they would never follow through when they said they were sending someone out. One person finally came out when the AC broke, and when we said we had been waiting on Pest Control, he just said he couldn't help and handed us a can of bug spray. We requested to move but were told there was nothing available for a party of our size until the 3rd day. They moved us to a cabin in a totally different area from where we booked and it was NOT comparable to what we paid for. We cut our vacation short & demanded a full refund. They said they would refund everything but the deposit of $940. I am currently disputing the charge with my cc company but they are fighting me

  

  Business response

  04/04/2022

  Business Response /* (1000, 7, 2022/03/14) */ Ms. stayed at at Views Above the Rest from 12/26/2021-12/28/2021, Rushing River Lodge from 12/28-12/29, and declined our offer of 5 Star Lodge for 12/29-12/30. So she stayed 3 nights in 2 of our cabins. She reported roaches on 12/27/2021 at 9:00 am in the Views above the rest cabin. However, our maintenance technician did not see any roaches in the cabin. At 6:36pm Ms. reported the HVAC system that delivered air to the third floor of the cabin was frozen. Our maintenance technician went out and was able to fix this issue the same day. Guest called again stating there were roaches in the cabin. In turn we contacted a third party vendor to go out and treat this cabin for the guest. At this point, Ms. Solomon stated they wanted a full refund and to stay in the cabin as well as compensation for groceries, and a hotel stay. We offered a refund of $2,591.33 on 12/29/2021 which was everything minus their deposit of $940.Then guest then disputed the charge for $940 and the credit card company declined the dispute. Once this dispute was declined Ms. Solomon then filed a complaint to receive the $940 back since the credit card company denied her claim. We feel that a full refund is not justifiable, we do move the guest as well as compensate them for the issues mentioned. They also stayed 3 nights with us. We feel the $940 is justifiable.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rented the legacy mansion on Feb 13 2022 through Feb 19 2022. Paid roughly $5000 for the stay. Had problem previous year with check-in and was promised check in at 4pm. Was 7pm when we got in. Noticed multiple things broken. Both dishwashers didn't work. Jacuzzi tub stopper gone couldn't use it. Pool table broken. Went to bed woke up in the morning and got groceries about $550. Cooked that night and cleaned up later that night cockroach s infested the food most was thrown away about $400 in groceries. Called the next morning and told it was peioty and it took 10 hrs to get out to the cabin and showed up at 11pm. The guy sprayed a can in the kitchen and that's it. The smell woke up people and gave a few people headaches. My 80 yr old gpa on oxygen was having a hard time breathing due to it. 3 of our guest left and got hotels. Each paid around $300 a piece for three nights. After throwing food away we all had to eat out so every person spent about $200 more in food. So 20 people makes $4000 more in food. Called about roaches again never fixed the problem. Second to last night it rained and leaked in every bedroom and got our belongings wet. Called about the leak at 9pm didn't show up till 11am the next day and took pictures all they did was apologize. Called on check out and went over with manager about the extra we had to spend. they only wanted to compensate $1500 and percent off future stay. Was not satisfied and told him so he said I needed to go different routes if I want more money back ( taking them to court is what he insisted) said I couldn't talk to any one higher up. He refunded 1500 and said that's all he can do. This place needs to be addressed and turned into the health department and make them fix the infestation before renting it out again. I just want to comp the families there money for food and hotels that wasn't expecting that.

  

  Business response

  03/22/2022

  Consumer Response /* (2000, 6, 2022/03/02) */ They have reached out to me and have made it right with me

*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. ↩