Gatlinburg Falls Resort
Reviews and Complaints

My wife and I made reservations with Gatlinburg Falls Resort in January for two cabins in September. This was for our family vacation. We made a partial payment at this time.
Two weeks before we were leaving for to go to the cabins my wife called to make the final payment. She was told we had only one cabin. The other one had been sold. No one bothered to call and let us know this. After several days of calling we found another cabin with another resort about 30 minutes away. This was supposed be our family vacation together.
When we arrived at the Gatlinburg Falls Resort Cabin and walked in the door it was a smell of dampness. The floor and carpet were very dirty.
The couch cushions were so low to the floor it was more comfortable sitting on the floor. The bedroom door lock was torn from the door. Could not use all burners on the stove because the knobs were missing. In all the showers the Faucet handles were broken. Outside balcony railing missing a rail. In my opinion this a safety hazard. Coffee table top was torn off. Smoke detector missing on 3rd floor. Exhaust fan not working in one bathroom. Lights burned out upstairs. Dish washer not working. It was repaired the second day we there.
After returning home from our stay we let them know we were dissatisfied with the condition of the cabin through email. No one called us.
I give this resort less then 0ne star.

Gatlinburg Falls Resorts, Cabins of the Smoky Mountains and Venture Resorts are all they same company doing business under different names. DO NOT RENT FROM ANY OF THESE COMPANIES. They do not care that they are slum lords, all of their cabins/houses are subpar and loaded with problems. Namely, filthy, roaches, many amenities broken, no customer service follow through. And still renting the cabins/house knowing full well all of the issues with them. We rented The Lodge at Bear Cove, just like the other reviews check in was 2 1/2 hours late, cockroaches, filthy sheets, unusable pool table and shuffleboard table, trash strewn all around the outside of the cabin, etc., etc. Calling to get some kind of help with all of the issues was to no avail, no one ever showed up until the second to last day of our stay. We talked with the renters in the 3 other homes in our area, they had no issues because they are managed by another company. I called the Sevier County Health Department but these homes are all privately owned using this company for the management of their home, so the Health Department cannot do anything. That's how they get around the Health Department inspections. I am awaiting a call back from the Pigeon Forge Fire Inspector, as the fire extinguisher was last inspected in 2019 and none of the smoke detectors where working. I'm hoping someone will somehow be able to shut this company and these cabins down

We came for a ladies retreat from November 12-14. One water heater was not working, the tub had an extremely slow drain which would have been obvious if the cleaning crew had paid any attention, no gas to use the logs, not enough linens (blankets) for the number of people we booked. I called Friday evening and they were very nice and had someone to come out to look at the water heater and the logs. We did not know about the drain until the next morning. They brought blankets the second time they came on Friday night (which was VERY late). We were told they did not have the right "breaker" and would need to go to Ace, get another and bring it the next day. We told them fine but we had to be at our meeting at a specific time. We all put our things away to not be in the way or provide an open opportunity for snooping. Well, that did not matter, they went to EVERY SINGLE FLOOR and went through everyone's luggage that was closed and stacked in each room. They stole some things as well! I call the office and they just apologized and told me I needed to file a police report with the local police. You bet I did. Someone doing repairs is one thing. Someone being VERY intentional and going through our personal items and stealing stuff is 100% UNACCEPTABLE! NEVER AGAIN! NEVER AGAIN! A negative review has been made to VRBO and it also appears the information I was receiving from them was from Cabins of the Great Smokies. Who knows! Identity crisis or trying to hide something shady!

This is definitely one of the worst places to stay. My husband and I checked in March 5th. We were in town for our 25th wedding anniversary. Immediately noticed the hot tub was broken. I contacted the front desk and Mary said she would put in a maintenance request. After going round and round with them for 4 days(calls and visits to the office) we were told a part had to be ordered and it would not be fixed during our stay. They knew this before we even checked in and never contacted us about it prior to arrival. Also, on Tuesday I woke up to notice that none of the plugs in the living room were working. We had no internet and no tvs because of this. Called the front desk again. A guy from the maintenance company came about 430 that afternoon to just look at the problem. He informed us that it would be 2 to 3 days before an electrician could come. He looked at the hot tub and said that is was just trash basically. We then had to go back to the office to complain more about the electricity issue. After demanding a cabin change they miraculously were able to get someone to fix the plugs. The cabin is also run down. They need to take luxury off the listing. broken fireplace, dresser, washing machine, bed sheets ripped. We did receive a 20 percent discount and our hot tub fee back but to me this was not enough. Horrible company, they have no manager on site and leave the women at the office who can't do anything in charge of trying to address issues. We stayed at Lazy Days. It should be zero stars. This company is a big rip off and our trained liars

My family and I reserved stepping on the cloud for MLK weekend 2022 and when we arrived at the cabin for Friday check-in time 4pm the place was full of trash and linens all over the place in every area of the cabin. The counter tops had old food and dirty dishes. We then proceed to check the water and to disappointment there was no water at all. Management did not provide us a better stay but rather put us thru extensive waiting and back and forth for maintenance and housekeeping to come confirm it's no water and it's dirty even with proof of emails submitted to them in order for them to move us out. When the water was temporarily fix when then had to clean up the cabin ourselves because it now going on midnight and to wait more hours will never get rest from our travels. The next day we had the same experience no water again. Meanwhile the management knew they had water problems at this cabin because it was mentioned in the housekeeping chat that the inspector told us and he said someone push the cabin through as ready in order when they should not have. Please stay away from this company it was the worst experience and they barely refunded me my money over 5k visit and they offer 1k. This is how they treat their guest that experience the worst due to their lack of management. We clean, lost an entire day and continue on with the same problems on day 2. We travel 13 hours and some 4 hrs for our special occasion to be ruin. They do the bare minimum of cleaning in their properties which was told by their inspector/housekeeping. To top it off someone tested positive for Covid after leaving because it clearly was not disinfected when we arrived. Some guest left the following morning of arrival because of the disgust of how dirty the property was. Beware of stepping on the cloud cabin they have well water problems they would rather take your money than to fix the problem.

This was probably the worst experience we've ever had renting a "home away from home." It was NOTHING like they advertised. I understand nature happens so the view wasn't exactly like pictured. However, I don't even think this cabin has been cleaned in MONTHS. There was cobwebs everywhere, not just outside but inside as well. The hot tub was cold and ahh, brown. The bed didn't come with a comforter. The pool table looked like there was multiple drinks spilt on it. The jacuzzi tub was not clean by any means. There was a left over pizza in the fridge. Dishes in the dishwasher, so wasn't sure if they were clean or dirty, the dishwasher was also hard to pull the shelves out. The kitchen came with NO basic seasonings or anything (this was a first for us as many beach houses and other stays came with such things.) We checked in and as soon as I saw these things I called. I was told that maintenance would come out and look at the issues if they could not rectify the issue we would be moved elsewhere.. which was a lie because the next person I talked to told me that this could not happen. We wasted a whole evening waiting for someone to come out and look at the issues, and since we waited for them we missed out on things going on in town. I had to call 7 times before I was told that after we checked out we would be compensated. The compensation they were going to give me was just the hot tub fee. WHY IS THERE A FEE FOR SOMETHING THAT COMES WITH THE STAY?! The only "plus" side of this stay was the attraction tickets you get.. and even at that rate I could have done without. I will NOT stay with this company again. I will let everyone know how terrible this company is and how rude half the staff was when we called in. Oh, if you call in and ask for a manager, there is NEVER one that will take the call, which is terrible customer service. Nothing was rectified with this situation

Less Than Zero Stars! Online pictures need to be uploaded to their website. Everything about this cabin was dated with old appliances and bedding. I'm just going to assume that management has changed since my last visit and the new crew just doesn't care how the company is ran as long as money is being made. Concierge was a joke! My level of Frustration and Disappointment is through the roof. My last visit was on Hidden Valley side. This visit was on Park Vista Way (Heavenly Summit) There was NOTHING Heavenly about it! I understand that these cabins are private owned, but management should make sure that their LUXURY CABINS suit the title prior to guest arrivals. This cabin had only one thermostat so the lower part stayed extremely cold. The CABLE in the living area consist of only 8 air Way channels. The king bed downstairs has a mattress that slumps in the middle and feels like a box spring. There was dust throughout the entire cabin ceilings. And bathrooms smelled of Feces. There's no utilities in the kitchen worth using so be prepared to buy or bring your own! 3 forks 3 spoons 3 knives 1 pot, small pan and bowl. I was delivered baking sheets my 2nd day of stay. I spent most of my stay on the phone with several attendants in search of a resolution. Lost count of who I spoke with but there was (Tira,Shannon,Kendall, Steven, Justin) just to name a few. Was put on hold for hours each time waiting them to locate a manager to contact me. A MANAGER IS NEVER ON SITE! At times being told to collect my info for a call back. Each time that I called they apologized that I was having so many issues but couldn't replace the mattress, offer me a decent topper, or move to a different cabin. Having a back pains already, I was forced to sleep on the box spring or lumpy couch. I received No call back from a manger(Justin) until I returned home to call yet again To The office! Being compensated 25% of my trip definitely doesn't convince me to want to vacation there again!

My wife and I rented the Honeymooner cabin to attend a family reunion August 8th through 14th. On arrival we noted that the cabin smelled like mold and mildew. The kitchen area still had areas where cold drinks sat, demonstrating that the cabin had not been sanitized prior to our arrival. Checking out the bedroom we found both live and dead insects as well as a broken dresser. Going into the living room area we noticed mold growing on the ceiling and the fold out couch was sunken in and uncomfortable to sit on. An area was visible where someone had tried to scrub mold off of one of the beams in the living room but only succeeded in smearing it around. There was damaged and/or missing woodwork and stonework throughout the cabin. There was dust and dirt on every window sill and floor board, and many other locations throughout the cabin. The small balcony had all sorts of cobwebs and leaves on it, and the rain gutters had plants growing out of them, showing that they had not been cleaned in years. These are just the major issues we found! I emailed photos of all the discrepancies to "guest care at gatlinburgfallsresort.com (email addresses are not allowed to be posted on the Complaintsboard.com site), but their only response was that our concerns where "noted". We left a day early because my wife got a severe case of sinusitis from inhaling the spores in this cabin. Of course no refund was given as we left on our own accord. My recommendation is not to rent any of the cabins at Gatlinburg Falls Resort, but if you do make sure you: 1. Photograph every deficiency you find as soon as you arrive 2. Contact guest care at gatlinburgfallsresort.com concerning the deficiencies so they do not try to charge you for damages that aren't your fault 3. Bring your own sanitizing wipes and wipe down everything in the cabin (the resort doesn't do this) 4. Run every piece of kitchenware through the dishwasher prior to doing anything else in the kitchen 5.Show up expecting to be disappointed with your stay

Gatlinburg Falls Resort The Big Moose Cabin We stayed here for vacation with my mother (vacation was amazing). This not cheap cabin was terrible. We stayed during one of the most expensive weeks of the year. The pictures online of this cabin are amazing. We thought we were getting something worth what we paid. We arrive and first impression was not good. Nothing else was available for our size group of people. The carpet was disgusting. There were roaches. The hot tub was not clean and not working correctly. It ended up we had to turn it off at the breaker so it would quit running and overheating. The floors creaked very loudly (3 floors) so if anyone got up in the night then everyone knew it. Everything hanging on the walls and the walls had a thick layer if dust/dirt. The shower curtains were hanging and didn't have all of the hooks. $2 shower curtain in a cabin you would expect a lot more of. The beds were very uncomfortable and obviously very old. The floors were NASTY. White socks were no longer white. Wall paper was torn. Rug corners that had curled were taped to the floor with silver tape. I have never been so disappointed. The couch and love seat were gross and obviously been there for a very long time. They were broken down zero support left in them. The curtains were hanging off the rods, torn etc. The bathroom floor was nasty and stained and torn. The walls had holes in them where they had tried to replace towel racks and failed. The "board games" were 8 versions of 1988 trivial pursuit. Everything in this cabin was very dated... I could go on and on but I will spare you! Please please dig and read reviews before you stay at this "resort". I thought I had done my homework but obviously the reviews I read were paid reviews. Yes they offered us $180 for a "cleaning fee" refund but that isn't even a drop in the bucket compared to what we paid these people. Disappointed to say the least. I am going to post pictures they had on the site (obviously when it was new) then the pictures of what we experienced. We didn't let it ruin our vacation but it was definitely not the best part.

We stayed at Gatlinburg Falls resort from 10/29-11/01 in the Firefly Lodge. We arived at 4;30 pm and our cabin was not ready. We were told we would get an email when the cabin was ready. Over an hour later still no email. I go in the office and they say "oh it is actually ready now." Never got an email or anything. We also never got a guest book or any information on how the trash worked, wifi codes or anything else. We get to the cabin and we THOUGHT everything was great. Even though the TVs and Wifi hardly worked, there were a few dirty dishes we didn't complain because we had been upgraded and didn't wanna make a big fuss. We had a great time! The day we left, we were about 4 hours into our 9 hour drive when I got an alert that there had been an attempted charge to my card from Gatlinburg for almost $900! I thought maybe they made a mistake about the upgrade. Mine you they didn't call. So as I'm about to call them I get an incoming call from them to tell me they are charging me for damage to a couch! We were told there were footprints on the couch, which we asked for picture of and never received. And because we didn't report it upon arrival we were responsible. We know we didn't break it and no one had been jumping or standing on the couch. We only sat on it the last day we were there! After doing some research and reading reviews I decided to go back on the website and just look at pictures. And what did I find? The same couch they say we broke, broken on the pictures on the website! They even threaten us with legal action! I brought this to their attention and they STILL say we are responsible! It's broken on the website and your staff missed it yet we are supposed know. After spending over $1000 I'm not expecting anything to be broken! I called and they were so rude! And even said "I see the damage on the website, but its not as bad as the picture we have after you left" Really? So you want to charge of for breaking a couch that was already broken? This place NEEDS to be shut down or at the very least held accountable for the things they are doing to people. It's not right!

My wife and I took a trip to Gatlinburg TN to celebrate our first year anniversary. With raising 3 small children, along with the shut downs, its been hard to plan something special. We've decided to stay at the Cabins of the Smoky Mountains. After a LONG 9 Hour Drive from Maryland, we arrived at our cabin. It looked like a scene from a horror film. Dirt, dust, bugs everywhere! It looked as if the place havent been properly cleaned in months, or even longer. To make matters worst, when checking the bed sheets, my wife pulled the sheets to discover 2 huge yellow stains on the sheets, blood stains, no mattress protector, no fitted sheets, make-up smears on the pillow cases. Towels with brown stains on them (nearly all of them). Overwhelming amounts of dirt and dust accumulating behind the bed frame, on light fixtures, picture frames, tables, decor. Dead bugs all over the place! We were told that the place would be clean and ready before our arrival and it CERTAINLY was NOT! What makes matters worst is the fact that this was supposed to be a romantic relaxing getaway for me and my wife, celebrating our first year of marriage. We couldnt even get a chance to relax due to the company sending maintenance to bring "clean" sheets and "clean" the cabin (when all the guy did was come in with a spray bottle of lysol and carelessly wipe down parts of the doors, walls, etc...all of the photos were taken after this, you can see how great of a job he's done). Thought that it would be wifi...no wifi... Not even a day into the trip, we've used our hot tub once and the next day the water started to turn as if the water was not fresh. My wife was very displeased with our stay at this point. As we began to pack for our trip back home, I reached into my suitcase to fold my belongings to find a LIVE COCKROACH crawling in my suitcase! I lost a suitcase due to this as I threw it out in the garbage, ensuring that I wouldnt be bringing any critters home with us. My wife and I have certainly had an anniversary to remember for years! We can never get back our first year anniversary and its a shame that this is how we had to spend it! If you are thinking of booking with Cabins of the Smoky Mountains...take a long good look at these photos and ask yourself..."Is this what I am paying for"? Trust me, you dont want to waste your money! VERY DISPLEASED!

Honestly I would give this business 0 stars if it was an option. We spent $9000 on a 5 bedroom cabin with an indoor pool, theater room, arcade games, wifi, etc... The morning we were supposed to leave I woke up to an email telling me that maintenance would be in our cabin during our stay due to the wifi, dryer and 1 arcade game not working. I got a text 2 hours before check in telling me that our cabin was ready and we could go ahead and go to the cabin. We got there at around 3:30 & there was a maintenance guy in the cabin when we arrived. He informed us that the pool was broke and empty and that it had been that way the week before but management told him to just fill it back up with water and it would be fine. I stood there in disbelief... this pool was the whole reason we spent so much on this cabin and now it's broke and empty. I decided to check out the rest of the cabin while I processed the info and calmed down. The cabin was a gross, dirty dump! House keeping hadn't been there! There was garbage on the floors, dirty sheets on 1 of the beds, no wash cloths, dust hanging off the light fixtures, the dishwasher was full, the coffee pot was full of coffee, wet & dirty towels were shoved under one of the sinks, the toaster was broke, the kitchen didn't have enough dishes to cook for a large family, a broken chair at the pool, hair and dirt in the tubs, a broken chair in the theater and later we found that none of the theater system worked, the dryer was broke and no one even came to look at it. Actually one of the managers told us that there wasn't even a work order for the dryer. That's weird, since they had text me themselves to tell me that it would be worked on during our stay! The decks were so dirty that my dad actually went out and hosed them off himself. There were no extra blankets for the pull out beds. There were huge holes in the kitchen ceiling where there had been a water leak. Only 2 arcade games worked and the dart board and Foosball table weren't usable. We had to call to have someone come put chemicals in the hot tub. None of the doors shut correctly unless you dead bolted them. That was a safety issue considering I have a 16 month old. Everyday we found something else that was dirty or broke. We ended up spending thousands more in money to entertain our family of 11 since it rained everyday of our stay... perfect weather for an indoor pool... We talked to 2 managers during our stay that kept reassuring us that we would be receiving a substantial refund. Today I received a call from a 3rd manager and they offered us barely 25% of our $9000. They also offered us 20% off our next stay. I would absolutely never stay here and risk the look of disappointment on my kids faces again! Every time we spoke to a manager we were lied to and stories never matched up! What a joke! I own my own business and I've built it from the ground up based on word of mouth and referrals. I will make sure that everyone I come in contact with knows not to waste their money with this company! All they provided for my family was beds to sleep in! Sometimes the tvs worked, sometimes they didn't! We could have saved ourselves a lot of money and heart ache by spending $59 a night at a Days Inn!

I booked and paid for the adorable escape cabin for the dates of June 4, 5th, and 6th. Check in was June 4th. We arrived at the resorts welcome center around 3 pm. There was no one there on site. There were other customers who were there at the welcome center complaining that they too had booked a cabin and hadn't received any instructions via email. I called the number and told them I hadn't received my information or codes to my cabin yet and they apologized and sent the email over after a little while. Because of the delay on their part, we had to drive about 30 minutes out of our way to our cabin. At the gate, the gate code they sent via email didn't work. We tried multiple times. The vehicle behind us also had trouble with their code to the gate. We called the number and they gave us a different code and apologized for sending us the wrong code. We drove up to our cabin, and tried to enter using the door code we were sent. Big surprise it didn't work. We called and sat on hold for the THIRD time that day. We got the correct code and went into the cabin. Immediately, I noticed it was so hot in the cabin that I had a hard time breathing. I am pregnant and was trying to avoid becoming over heated. We turned the air up and waited to see if it would cool down. It stayed 80 degrees for HOURS. I called the number when I discovered that none of the bedrooms had been cleaned and the bedding and sheets were filthy with dirt and hair ect. The remote control was covered in spit. Like someone spit mucus all over the remote. It was clear that the cabin had not been cleaned properly. I was told that someone would be bringing clean sheets to us. The internet didn't work. The tv/streaming didn't work. The AC wasn't working. I called and the guy tried to fix it by telling me to unplug the internet box and plug it back in. It still didn't work. He told me that a technician would be by to fix it. We waited and waited. At almost 11 pm, a man came by. He brought sheets that we had to put on ourselves that were also poor quality. He told us that the Internet and the tv's didn't work. He was just like yeah the internet and tv doesn't work, sorry. He told us that the ac was fine, even though it was like 80 degrees in the cabin. Earlier around 6 pm my husband called and explained that I was pregnant and that I couldn't be in a cabin that was 80 degrees. He told them that we were driving around in the car because it had AC until they could come figure it out so we could safely go back in the cabin. She said she would put it down as priority so someone would be out there ASAP. It was around 11 before anyone came. We were lied to about so many things. The cabin was supposed to comfortably sleep 10 people. That was not possible and some of our guests had to go get a hotel room. One of our older guests and myself could not be in the cabin due to the extreme heat. We only stayed in the cabin at night and had to go buy several fans to plug in to make it bearable. Friday night we listened to the cabin next to us drunk and fighting until almost 3 am. Saturday night a large group of people drove up to where our cabin was and were chanting and doing some kind of ritual. Then they played music loudly and chanted most of the night. It was terrifying. The entire weekend was a disaster and I feel so disappointed that we chose to book our cabin and spend all that money on this resort only to be miserable while there. There was also a horrible sewage smell at the resort that made me incredibly nauseous and at times vomit. Not to mention the fact that NOTHING was clean and we didn't have the amenities we paid for. I'd really like to speak to someone about our experience and see what we can do to rectify it. UPDATE: We received an email from Taylor at the resort and were told to call to discuss compensation for our experience. We called this morning and were told that we could get a refund of $184. We said that was ridiculous because that didn't even cover taxes to stay there. We were told $250 was the most they could do and were told to have a blessed day and dismissed. We paid $1500 for a cabin we couldn't enjoy and we ended up having to pay for a hotel room as well. This is unacceptable and I have been contacted by several people who are thinking about creating a class action lawsuit against the resort and I am considering contacting an attorney.

We returned from a one week stay at Inspiration Point in Gatlinburg Falls Resort yesterday. I am a Virtuoso Travel Advisor and this is my third visit to this resort. My first experience was a great one so that cabin is no longer being offered by this resort and I am told it is because of the issues that continue to happen with their management. My second stay had many issues and I chalked it up to just being that particular cabin. This time, our entire baseball team rented cabins from them based upon my recommendation. Almost all of us had to fight for any amount of refunds for issues that we had. I have been told for two weeks now that somebody would call me back regarding compensation and I have not heard from anybody. Our cabin was filled with ants to the point where we would wake up and they would be crawling on our toothbrushes and all over the sofas on both floors as well as the kitchen counters and inside of all of our suitcases. We found ants in our car driving home because they were all over our things. We would even wake up covered in ants! I was told on multiple occasions that somebody would come out and address the ant situation and nobody ever did. Upon check-in, we found that the refrigerator was broken. It would not stay closed and one of the shelves fell out when we opened the door. The interior of the refrigerator had red juice spilled in it and was sticky everywhere which showed the lack of cleanliness. All of the blinds were layered with dust and several large spiderwebs all over the windows and walls inside. Somebody did come and address those but only fixed the window that I had pointed out to them and did not clean all the other areas that were filled with the same thing. I ended up cleaning them myself. The cabin was so dirty that when I spilled water from the sink area in the kitchen and went to wipe it up with a paper towel, the paper towel was absolutely black with filth. The carpet is frayed everywhere along the edges near the dining room and living room border and covered in ants. You cannot walk on the floors or your feet will be black and your socks will be ruined. It is absolutely disgusting. The hot tub jets never worked for us and the water never got hot. Another thing that was never addressed despite my phone calls. We had a leak from the upstairs bathroom area that was dripping water down onto the stove below and I called about this issue for two days and it was never addressed before we checked out. We could not even cook a meal on the stove due to the water dripping on us from above. Our grill was broken in three places and we had to ask a neighbor if we could borrow their grill to cook our food when we had planned a cookout. Definitely not a "fully equipped" cabin worth $2k! The washing machine was missing a button so you could not change the temperature if you needed to wash something in hot or cold water. The window blinds were broken but we were able to fix them. Just further proving that somebody did not fully check over our cabin before we checked in. We had no baking sheets and no washcloths and no dish towels whatsoever and had to go out and buy new items in order to wash dishes. The staff did bring us two baking sheets but it was after the only morning that we had time to make biscuits because the other mornings were reserved for our baseball tournament. The pull out sleeper sofas had no bedding and there was just one twin flat sheet that we were able to put over the disgusting mattress and had to buy our own pillows and blankets to use. The team did bring us a set of sheets two days into our stay but they were not the right size. The pillows that they do have there are old and stained and absolutely hideous. The cushions on the couch upstairs are filthy and oily and in desperate need of being replaced. When we opened the sleeper sofa to make up the bed for our boys, there were potato chips crushed up inside the mattress and underneath the couch, itself. It had never been cleaned. I wish I had taken more pictures and I am very grateful that we had to spend most of the hours of our days at the baseball field and not in this filthy cabin. The swimming pool area has rusted old furniture and holes in the ground as you walk up to it which are very dangerous. There's absolutely nothing at this resort that is worth any amount of money when there are so many better options in that area. This is definitely my last visit there. I paid $2000 for our six nights at this cabin and it was not even worth a quarter of that amount of money. These are absolutely mismanaged and the cleaning company needs to be fired entirely. I'm still waiting on a phone call to be compensated accordingly but will be disputing this charge with my credit card company. Our stay should absolutely be comped for the amount of issues we had and the lack of amenities it promised.

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.

July 22, 2022 Rental Cabin Reservation# 592957 Our family planned a vacation to Gatlinburg, TN. We reserved a cabin with Gatlinburg Falls Resorts on February 3, 2022. We made the requested initial deposit of $945 at reservation. We paid the remaining balance of $2,407.06 June 4, 2022. While traveling to Gatlinburg, TN on July 22, 2022, we received a call from Tony (Manager) stating that he had to move us to a different cabin because the tenants who were scheduled to leave did not want to do so. When arrive at the newly assigned cabin we realized immediately that we needed to contact management. There was a horrible smell in the cabin, it was extremely hot inside the cabin, and it was not clean. We learned that the air conditioning was broken, the ceiling fans were not working, the cable television services was not working, the games inside the cabin were broken, the washer was broken and filled with smelly, dirty water, the furnishings were falling apart, there were no pillows, and much more. We contacted customer service as was given the run around for several hours. The representative stated we could not be moved to another cabin because none were available. Maintenance finally arrived after 7 PM. He informed us basically what we already knew: he could not fix the washer, ceiling fans, and air conditioner and that he would try to get a contractor to come by the next day. No one ever showed up and we spent the entire stay in a hot cabin, without proper functioning equipment, and management never called us. We had to clean, disinfect, sanitize, and deodorize the cabin ourselves when this should have already been done. We paid for a service and Gatlinburg Fall Resort failed us. We still have not spoken to management and every time we call, they give us misinformation. We are not satisfied with the partial refund give and would like additional compensation.

Second time we have used this company to rent a cabin for vacation. Obviously our first time was wonderful, however this second time was not. We paid $651 for ", Pigeon Forge. We were told check in was at 4 p.m. 6/27/2022, well it was nearly 6 p.m. before we were emailed the address and door code. Once we arrived and unpacked we went to get into the hot tub. We pulled the cover back to find a hot tub covered in algae. We called and were told they would have someone to clean it. On 6/28/2022 while we were out at tourist attractions they did send some one to clean the hot tub, they cleaned it alright and left it with about a foot and a half of water in it with no way for us to refill it. Go and turn the jacuzzi tub on, the knobs were broken but finally got it to work. Drained the water and the bottom of the tub was covered in little black specks. The sheets smelled like soured milk, that cabin has never been dusted, spiders had taken over the living room couch, the kitchen floor looked like it hadn't been swept in a year, the extra blankets in the linen closet hadnt been washed as there was stains on them that looked like feces, the fire place wouldn't cut off, lastly, we had to hang a towel over the bathroom window because it didn't have a curtain, the whole neighborhood could see right in and none of the blinds were long enough for the windows. We were offered a "20% discount for next time" and a refund of $100. Because I have read reviews that have been left on the Complaintsboard.com website and have read that there have been SEVERAL families taken advantage of by this company, I think I deserve a refund of more than $100 if not the full amount. The lack of cleanliness was enough for a partial refund but the fact that half the amenities listed were in too bad of shape to utilize should be grounds for a full refund. I'm extremely disgusted. *unfortunately I didn't get a picture of everything because at the time I didn't know I was going to be filing

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.

This dispute is regarding a recent stay at a location owned by Gatlinburg Falls Resorts. The dates of our stay were 6/10/22 - 6/14/22. The rental was named "National Park Panorama". We reserved this unit based on pictures provided on the company's website and upon arrival found the unit in unsatisfactory condition. I personally called to discuss the list of issues with a representative and was only offered a 10% discount on a future stay for all of the issues. I also called the morning of the second day of our stay and was told that no refund could take place unless I allowed them to send a "maintenance man" out to resolve the issues. This would have meant that we cancelled our plans for the day to wait on this person to only hear there was nothing to fix. Below are details regarding the condition/issues with the rental and rental company that we feel constitute a refund for our stay. Overall cleanliness of unit was unsatisfactory. We had to spend the first 2 hours of our stay cleaning. Furniture felt "greasy" and we were unable to sit on it for the entirety of the stay. Bathroom was almost unusable. Holes/unfinished repairs in the walls, no towel rack, hair all over floor, door would not close without force, toilet seat was damaged, toilet would not flush, toilet/sink had not been cleaned. Bedding was in dilapidated condition. Owner was using a foam pad to hide condition issue. Sheets were very old and did not feel clean. Blanket on bed had not been washed and had a similar "greasy" feel. No change of linens available to us. The air conditioner closet was covered in dust. We both suffer from asthma and this caused us breathing issues. All cooking utensils and dishes were dirty and had to be hand washed. We also had to purchase cleaning supplies to do this work as no supplies were left for us. Roaches/bugs in unit. Almost all of the blinds were broken. This unit would not pass a health inspection by any accredited source for human habitation.

On Saturday December 18, I stayed at the Big Bear Retreat at 720 Chickasaw Gap Pigeon Forge, TN 37863 which I reserved through Gatlinburg Falls Resort. When I woke up on Sunday morning December 19, I noticed a bed bug crawling on my pillow. I immediately grabbed my cell phone and took pictures and a video of the bed bug crawling around. When I killed it, it was full of blood. As I was looking around the bed, I noticed another bed bug in the cracks of the wood on the headboard. I lifted the mattress to check under it and I noticed that both the mattress and the mattress foundation were covered with a white mattress protector which exterminating companies use when they have treated a home for bed bugs. At this point I was so disgusted and ready to go. As I was getting dressed and putting on my shirt I noticed one on the sleeve of my shirt. I FREAKED out and immediately took my shirt off and started shaking it. Once again I took more pictures and more videos. After I got dressed, I went to the office and asked for a manager so I could obtain a full refund. The lady at the front desk stated since I stayed the night, that they could only give me 30% of my stay unless the dog inspection alerts any bed bugs then I would get a full refund. I never would have stayed if I knew bed bugs were there! I've tried to contact guest care and each time I call they tell me they are unavailable and will respond to my email. Well its Monday December 27 and the issue still isn't resolved nor have I received a phone call from the voicemail I left or an email. I asked when the inspection would be complete due to the cabin already being reserved for through January 8, 2022 and she stated that those guest would be placed in another cabin which I didn't believe! She said the inspection may be completed on Sunday (19th) or Monday (20th) at the latest. I'm concerned if any one in my group had any bed bugs in their property that they could potentially take home.

My wife and I booked a cabin with GFR from 5/2/22 to 5/13/22 for $1936.15, paying first a deposit of $150 and then the balance of $1786.15. We entered the cabin on 5/2 around 5 PM and after storing food and bringing luggage in, started to look around the cabin. It was very warm in the cabin and I couldn't get it cooler and we noticed there were no dishtowels in the kitchen, there were only a couple pots and pans. The more we looked, the more awful we found. Please see attached pdf for a thorough list of issues, more pics if needed. This business claims to offer luxury cabins and they are not. I spent from 5:30 PM to 11:50PM on the phone, between 8-10 calls. All we got fixed was the AC, around 10:30. I was lied to repeatedly by desk reps who told me housekeeping was coming out to clean the cabin since 5:30. No one ever came. A tech delivered pots and pans at 11:50pm. After 6 hours of this we'd had enough. I went into the office at 8:50 the next morning and told them I needed them to make it right by moving us or we'd need to leave by 11AM to get back to Virginia. I was told no refunds but they would try to get me moved. First she said there were none open, then tried twice to move us to a one-room cabin in the woods with no view. We packed up and I stopped in the office to check out at 11AM and Mari at the desk said Oh, I just got authorization to move you to a 2 bedroom cabin. I told her no, because they could have done that before offering us lower grade cabins in the beginning and I had told her we needed to be on the road now. Never did the Manager on duty Hallie come out of the office to talk to me, and when I tried to write an email asking for refund to the GM (Billy I believe), Hallie answered me ignoring the complaints and offered $150 for the night stayed. Please note on the 2 emails, they edited my response, removing my references to the GM. I tried to call her to discus on 5/13 but the reception desk screened the call and she never called back.

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

My family and myself arrived at our "Cabins of the Smokey Mountains" "Rivers edge Retreat" cabin for our 5 night stay on 5/20 at 3:30. We were greeted by a patio that was covered in broken glass and cigarette butts. Before booking we ensured that the cabin was a smoke free cabin due to my 1 year old daughters upper respiratory issues. We began unpacking and once inside discovered an even more frightening scene. The inside of the cabin was 81 degrees and the loft area was considerably hotter. the ac filter upstairs had not been changed in months (3/3/22) and was covered completely in dirt, hair, and dust. The filter downstairs was also dirty but when looking for the date I found that the old filter had simply been turned around and put back in. The rest of the house was LAYERED in dust, and I do not want that downplayed that house was covered in dust. After walking on the hardwood floors for 30 minutes my socks started to become sticky. I called management at 5:40pm and told them we needed a different place to stay, I was referred to a manager and told repeatedly that they would resolve the issues in 2-4 hours and could not be transferred. At 10pm I called them back and let them know I also discovered that the entire house had only 1 working fire alarm despite being a 5 bedroom house with 3 floors of living space. In itself that matter is against all fire codes in the state of Tennessee. At 11:15pm an employee came to the house and attempted to fix the AC unit to get the temperature in the house down as it was still over 78. At 9am I went to their office and was again told 2-4 and it will be fixed. At 3:30pm we returned to the cabin to see only the upstairs air filter had been changed Smoke detectors still had no batteries, glass everywhere and no cleaning. We called again and were told a manager would reach out. As of 5/24 that hasn't happened. We booked a new place and have not been refunded due to the safety concerns of my 1year olds. ADVERTISED PHOTOS NOT REAL.

We booked a cabin back in Nov 9, 2021 for the week of June 19-25, 2022 in a brand new cabin, which was to be finished by June 2022, Infinity Pool Lodge; 6 bdrm, 6 full & 1 1/2 bath w/infinity pool, spectacular views of Mt. Leconte for $6082.86. Recvd an email Feb 17, 2022 that we were being moved into Kathryn's Kastle bc they were experiencing delays in construction on the Infinity Pool Lodge. The Kathryn's Kastle is 5 bdrm, 4 full, 1 1/2 bath, no access to a pool for $7080.70. I was told we would get it for the same price as our original price. I did get same price. I recvd a phone call from company on that same day & my sisters & I were together the lady told us Kathryn's Kastle was a new cabin & they had a few pictures of the outside on the website, but more pics & a floor plan would soon follow. I said we really need 6 bdrm, she said she would make note of it & if any came available they would contact & we would get it for the same price as the Infinity Pool Lodge. I kept looking at their website & on March 23, 2022, I noticed that the Big Thunder, a 6 bdrm was available, so I emailed the company & their reply was...The grand total after applying our Buy 5 Nights, Get 1 Free special would be $7,937.60. This is a total of $1,854.74 more than the cabin you originally had reserved. So, much for me getting a 6 bdrm cabin for the same price. Numerous people in my group tried calling to get ?'s answered bc we had no idea if we could make 5 bdrms work! We finally saw a few interior pictures 2 wks prior. I never could get an idea of where this Kathryn's Kastle was located & found out 2.5 hours before that it was not located in Pigeon Forge & it was not a new cabin! It was way farther out than we wanted to be. Hot tub sandy, filthy & drained the 1st night, couldn't use the entire time. House was filthy & in need of serious cleaning & repairs. 5 guests had a rash. We have been doing a family vacation/reunion for 30 years. Never any issues b4. Comparable? Don't think so

7/21, I paid $270 to Gatlinburg Falls Resort to reserve a cabin for 7, 4 adults/3children from October 3-7, 2021. On 9/2, we made 2 additional payments, one in the amount of $544 the other for $814, for a total of $1,628. Two days before our trip we received a message from Gatlinburg Falls that the cabin we reserved, Bear Cave, was no longer available, we were being upgraded to a larger cabin. I told the representative that we did not need a larger cabin, but it had to be clean and comfortable. I was assured that this cabin was one of their most luxurious cabins and they were certain we'd be more than satisfied. When we drove into the community, first thing we noticed was a dumpster overflowing with massive amounts of trash on the ground. This was late Sunday evening, we hoped the mess was due to a busy weekend and would be picked up the next day. Monday was no different.; compactor was broken. When we opened the door to the cabin, we were hit with the smell of fresh fried fish. Opening doors to fumigate did nothing but let bugs in. Next we noticed the abhorrent condition of the carpeting throughout the cabin. It was so old and worn that cleaning would have been ineffective. Carpet on stairs going into the lower level was torn and a fall hazard. Lastly, the cabin was warm so husband turned down the air. That was also ineffective. Within minutes of our arrival, husband called to explain that this cabin was unacceptable and we needed to be moved before the rest of our family came in. We were told they could not authorize neither a move nor a refund. I spent several hours trying to find other accommodations to no avail. I reserved this cabin three months in advance knowing this was one of their busiest times. We had no choice but to stay or pack everything back up and drive 8 hours back home with 3 disappointed children. Even more issues developed during our stay. I've tried to resolve with company, email chain available. Appears to be a bait and switch situation.

Upon arrival, cabin did not meet standards of online advertisement. Property unkept and in poor condition. I reserved the cabin "***" from Wednesday, *** through Monday, *** in the amount of $*** by Debit Card. Upon arrival, the cabin was unattended to. It did not match the description/photos that were advertised by the rental company on their website. Mountain view was obstructed around the Cabin completely but was advertised as "Gorgeous Views of the Mountains". Several phone calls were made to address several issues including: grass waist high around the property, making fire pit area unusable, broken and damaged furniture around fire pit, loose railing around entire porch, with stair handrail dry rotted/detached, leaking roof upon multiple rainfalls causing cabin to smell musty. Requested supervisor to check out property but was told they could not guarantee a time depending on the emergency phone calls made between then and the following day. Maintenance appeared on property but was unable to address issues, as they are at the mercy of the cabin owner. Maintenance mentioned it appeared the property has been forgotten about and that cabin was unused for 3 weeks even though their website reflects unavailability during that time period. Was told grass would be addressed while away from cabin but was never addressed during length of stay. In addition, a phone call was placed requesting washcloths, bath towels and toilet paper, as one washcloth for five days and two adults was the only one upon arrival. Received phone call that employee got stuck on road to property 36 hours later, still not receiving the requested items. Because of the wait time for items, I had to purchase them on my own as they are essential and did not want to delay vacation any further. Due to the high volume of *** weekend, no other options were provided due to my dissatisfaction. I told multiple times that compensation would be discussed during check out. During check out, $*** was quoted as a refund. Due to the condition of the cabin, and the multiple unanswered requests made to customer service, I feel this is an unfair amount as the property was not suitable as advertised. I believe I should be refunded the $***.

False / misleading pictures of cabin view. Purchase date ***. Cabin name ***. Payment amount $***. Payment method was with *** card. I went to the resort web page to book my stay and went off of the pictures because I wanted nice pictures for my wedding and also a nice view as well, so I could really enjoy my honeymoon to when I would sit on the balcony with the view. Once I arrived the view was nothing like the pictures, it was the view of power lines and the street and hearing the cars coming by and seeing them, also the view was of other house. The pictures they had up for the cabin was suppose to be the view of mountains and it also appear from the pictures that it was the only cabin right there as well and there wasn't any other cabins around. That was also misleading because all the cabins were right beside each other. If I would have known the truth about the cabin and its view I would have never purchase a stay with them. Also while staying in their cabin on 5/23 the a/c went out, I made a phone call to guest service to inform them that it was very hot in my cabin and the a/c wasn't working, guest service said they would have someone come out to take a look at the unit. Around 8pm I then called back to find out if I need to rent a hotel for the night due to the a/c unit still being out and them not sending anyone over to look at it she then said i'm sorry its going to be a couple of hours, I then inform her of my health condition and when i get really hot i start to have asthma attacks and if there couldn't make it out there tonight that I would have to either get moved to a different cabin or have to get a hotel room for the night. Guest service then said oh wait he will be there in 10mins after I inform her all of this. Once he arrived he didn't leave until midnight and the a/c filter was dirty and haven't been changed out, and also was inform that the freon was low as well. So with that being said that also ruin that night of my honeymoon cause I had to sit around and wait for him to leave and once he left I was so ill that I just went to bed. I feel like they ruin my wedding and honeymoon and I'm very disappointed in the stay and also how everything was very misleading as well. Once I contacted the manager all she would say is that I'm sorry and I will have the pictures updated and I then inform her that wasn't the point, I'm already here and if I knew the view would have been like that I would have paid more for an actual view.

: Booked cabin was not clean, rebooked into a cabin that did not have the amenities that we paid for and was not clean/maintained. We originally booked a 4 bedroom cabin for a weekend. At booking, we paid for a cleaning fee, hot tub fee and another fee to have their 'on-call' people. All of these things I was certainly willing to pay for, especially considering the pandemic. The company called us the day before our trip and asked us to upgrade (free of charge) to a larger cabin, so they could resell our cabin. We agreed to this as long as it had the same amenities as the cabin we originally booked. They agreed and booked us in the 'upgraded' cabin. Upon arrival (7:45pm), we enter our cabin and it had not been cleaned. There was food in the fridge and a terrible smell, food on the floor, furniture out of place, dirty stove, trash cans, etc. (see photos below) When I called, I was told I had to wait while they got a representative to come up to the cabin to look at it. They said they would call me right back, after waiting 15 minutes, I called them back and asked to be booked into a different cabin as we didn't have time to sit around and wait for them to 'clean' this cabin. They booked us into another cabin with same amenities 25 minutes away from where we were. Upon arrival at that cabin (around 8:30), we walk into a dirty cabin. Food left on the tables, floor, beds not made, bathrooms not cleaned (see photos). So I once again called and they booked us at our 3rd cabin of the evening, another 15-20 minutes away from where we were currently. Upon arrival at this cabin (around 9:30-9:45), it did not meet our cleanliness standards but we did not want to move to yet another cabin. (traveling with 6 kids who just wanted to be on vacation) This cabin did NOT have the amenities that we PAID for, in addition, it had gnats in most of the rooms, broken/missing cabinet doors in the kitchen & bathrooms, toilets that would not flush, TV's in many rooms did not work, kitchen was not fully stocked, showers leaked into downstairs bedrooms and broken furniture. (see photos) Dealing with this company took up a large amount of time from our vacation. We felt we should be fully compensated for many reasons, but the main one was we didn't get the amenities we paid for. We were told they did what they could considering it was a fully booked weekend. When we asked to speak to someone higher up in management, we were told they were not allowed to elevate this. They offered a little compensation but certainly not FAIR compensation. We were certainly willing to pay cleaning fees and taxes but not the rent charge, since we didn't get what we had paid for not to mention all the other issues we encountered.

I booked this for us and another couple our oldest and dearest friends. It was a embarrassment from the minute we pulled up. The pot on porch was full of cigarette butts. We opened the door and the door knob came off in my hand. Had nothing to turn to get in. We had a view of cabin on top of us from balcony and trees so full you could not see past porch. A rock cliff on the other side. No view of wooded lot at all. Back porch balcony had two rockers and no room to move we looked at our cabin wall. Also ashes all over. Leaves all over. Cigarette butts full in that pot. Our fridge was missing all shelves on door. And one drawee you couldn't open. The only.place to sit the couch was bed was half out and jammed broken wouldn't go in or out . I can't believe who ever cleaned could walk out and not report this. But let's talk about cleaning crew. Above the counter on wall that connectsbwith cabinet was the a huge spider web big enough that previous renters through pop corn in it . No way could you miss it. I have pictures of everything. We had to rewash all silverware it was awful. Ran out of room in the fridge because could not put anything in door. The jets in tub spit out black chunks . worse yet we could not leave all night because we couldn't open or lock door. Major safety issue. I spent a day and half at beginning if trip on the phone. I'm sure they have every time I called and had to hold and got lied to about when someone could come out. Not only could we not leave we couldn't sit down . I was road next day when 2 hours then 20 min then 4 hours . It was past bed time when I gave up . And he showed up. Resolved couch by a worker who managed to get back in but frame was broke and could only set one comfortable. Door knob had to wait till nest afternoon. I sent way to much time on the phone first 2 days. No manager on to call me till following day. They gave me back my first night stay. But I spent a lot of money for this time of year Oct. Did not see the view that was promised . Nor was it lazy or relaxing . I was in charge of our trip , my friends were not comfortable or happy. I was embarrassed and disappointed. And waited for it for a year. I am a police officer and really needed that getaway. It was nothing they advertised or I wanted. I call this bad business. I will only stay in the resort from the past from now on. When I got home 3 days ago I went to website and waited to connect with the help desk and was never connected. I feel once they have your money you are done. And that had to be paid before we checked in. I want to talk to a manager of the rental place. But I now have the owners info that I had to pay for and I fully intend to send them a letter. I feel we should be refunded way more then a nights stay we were there thur- Mon . And they did not have a different place they could send us.

Cabin we rented was not as described. It was dirty from the floor to the ceiling with no heat on lower floor and dirty and half full hot tub. I made a reservation with Gatlinburg Falls on X-XX-XXXX for a stay from X-XX-XXXX thru *** My reservation number was #XXXXXX and the cabin was Mountain Treasure. I paid a deposit 195.00 on X-XX-XXXX and the remainder of the balance of *** on X-XX-XXXX both via the same Visa debit card. The reservation charges were as follows: Rent : *** Othercharges (cleaning,hot tub and premium fees) : *** Discount (buy 2 nights get 2 nights free special) : *** Lodging Tax : *** Total : *** I received a text for Virtual Check in at our Cabin located at *** Forest Way #7 *** we had just got into the area so we headed to the cabin. We unpacked our vehicle and instantly went to take a nap as it had been a long drive for us and we were tired. Our 1st issue arose when someone from their "maintenance" entered our cabin without our approval or even knowledge that someone would be coming by (we had no clue about the issues yet), let alone let themselves into an occupied cabin. My son found him after entering the cabin . That did make us feel uneasy about the stay. Upon waking we decided to unpack our luggage and coolers. What we found any one would find disgusting. Blood spots on our sheets. The kitchen table and counters had a layer of filth on them. They floors were not anywhere near clean and you could not walk on the carpeted areas without ruining your socks. It quite literally turned my sons socks black. There were moldy coffee grounds in the coffee maker. The bathroom floors had streaks of dirt against the walls and smelled overwhelmingly like mildew. There was so much dust that it could have filled 3 cups easily. There were spider webs and cob webs EVERYPLACE. The lower decks had nothing but garbage below them and our hot tub was 1/2 full of dirty and smelly water. It literally had things floating in it. I called customer service and asked where the office was so I could address our issues as I had taken quite a few pictures. She did assure me that someone would be out the following day to drain and clean and fill the hot tub as well as clean the cabin properly. I called again the following morning X-XX-XX just to make sure someone was coming and I was assured there was, my husband waited for the staff to arrive to clean our cabin and fill our hot tub. They never arrived. I called customer service again at 5pm and she told me they should be coming and I mentioned that the lower half of the cabin had no heat. I told her that if it were past 7 to wait til the next day as we are early risers and would be in bed. They never showed. At almost 10pm (while we were in bed) someone arrived and was sent away. On X-XX-XX I called again and mentioned our issues and was promised someone was coming. In the man time I went our and bought cleaning supplies so I could somewhat be comfortable cooking and eating in the cabin. I spent my day cleaning. And again no one showed I called again after 5 and spoke to *** and she told me she was prioritizing the order and that no one was reading the notes on our account. Again... No one showed. On 1/13 (the day before check out) *** contacted me and told me she had just found out about our issues and was sending someone between 1-2pm to fix our hot tub. Someone did show up during that time frame and cleaned and refilled our hot tub the only issue was the at 5pm the hot tub was 67 degrees and were never got to use it (and it was the main reason that we booked a cabin instead of a hotel) and the down stairs never had heat. Overall I made 15 calls to Gatlinburg Falls trying to get this resolved. The majority of our trip was ruined because of these issues. I called them 14 times during our stay.