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Complaint Details
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Initial Complaint
09/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
If I could give them no stars I would! We drove 8 hours for a cabin that was full of roaches, broken screens, faulty deck, dirty nasty carpets, holes in the walls, pubic hair in the sheets, torn screens, it looked like a bear lived in the cabin. While calling the office roaches were coming out of the counters. Their resolution was for maintenance to come there. We left there and went to the office. The assistant manager sent us to another cabin guaranteeing that everything worked. The second location was clean, hot tub was not wired to anything, scratches on the deck, we literally spent 3 hours our first night somewhere finding somewhere to be. After 6 calls to customer service and 8 hours the next day wAiting for maintenance to show up they pulled up turned around and left. I called back and they said that they couldn't wire the hot tub because it was raining when it was sunny. Do not stay here! When I spoke with guest services they advised that when we checked out to call them and I would be greatly compensated. Upon checking out Tony the manager advised that he was willing to give us $40 back and that I could talk to my attorney! DO NOT STAY HERE! Total scam and total wAste of time when you don't even get to enjoy your stay!
Business response
10/18/2022
Business Response /* (1000, 6, 2022/09/26) */ We sincerely apologize for any dissatisfaction with the guest stay. We at Gatlinburg Falls Resort take every complaint seriously and do everything possible to make it right as well as ensuring it will not happen again in the future. We want all our guests to become returning guests. was a guest of ours from September 9th, 2022, through September 11th, 2022. When arrived to her original cabin she reported at 3:43 pm that a ceiling fan looked like it was about to fall down and the sheetrock in the bathroom had holes in it, a couple rocking chairs were broken, and the hot tub side panel was damaged. Around 4:30pm the guests come to our office and report roaches as well. Our maintenance team's response time is 2-4 hours. Bypassing our normal response time for maintenance to address guests concerns, we moved to a new cabin. By 5pm she had the directions/code to her new cabin, Mountains Are Calling. Once arriving to Mountains Are Calling, at 5:55pm, reported that the hot tub was not turning on. Unfortunately this cabin has a brand new hot tub and we're waiting for the electrician who is scheduled to finish with the electrical work for the hot tub. Ms. Horner paid a total of $643.80 for her stay and has been refunded $190.00 for the issues experienced. We feel that moving her to a new cabin was fair as well as the refund offered. She had no complaints in the new cabin other than the hot tub Consumer Response /* (3000, 8, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) When they put us in the new cabin they assured us that the hot tub worked. when we got to the cabin we took pictures I sent them to the office, they assured us that someone would be out to fix the hot tub. The maintenance man that was supposed to come that night and fix the hot tub went to the last location. We were not told about the electrician coming out. We were told by the department that maintenance will be coming out that night. never saw maintenance come. We called back Saturday morning they said they would be there between 10 and noon, and then noon and two, and then someone would be out in 30 minutes. The maintenance man literally pulled up and drove away and close the case saying that it was raining when it was perfectly sunny out and that it could not be wired. that was our only full day in Gatlinburg which we had never been to before. I don't feel like this is a correct response from this company because although the cabin they put us in was nicer than that roach infested last cabin we really didn't get to enjoy anything with the trip because we had to wait around for the maintenance man to come and go and never get out of his vehicle Time is precious especially when it's your first vacation with your family
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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