When checked into Gatlinburg Falls we were given a number to call with any problems we had. The office was not open 24/7 but the phone system was and someone would be there to meet our needs. We arrived to our cabin to find no power to our hot tub. Called the number given to us at least eight times that night.
After an average of 10 minutes on hold we were either disconnected or we got a recorded message. When reached the recording, I was prompted to leave a message and someone would call us back! I made 17 calls during our four night stay with no response. I personally went into the main lodge while we were still guests there. They were sorry for the phone problems and would send a maintenace man out . On the frist visit from their maintenance man, our second day, he flipped a switch and we were "good to go". There would be no refund because they were able to fix the problem. Hot tub heated all day, however when we got into it and turned the jets on, it kept flipping the circuit breaker.Back to phone calls because the office is closed, same unsucessful routine with their phone system!
The next morning my wife went back to the office, and insisted on seeing a manager. She personally would called maintenance herself to get them out there. After I reminded her they NEVER would have goten our business with no hot tub! She would call GGGGGG to come out and fix the tub, and refunded 10% of our stay. She assured us they would be there to fix it that day. After being gone all day and ready to get into that hot tub we returned to discover that nothing had been done! Back to the phones...surprisingly I got someone for the first time. GGGG was called and out to our cabin after 7 pm. The man was there for well over an hour repairing several problems confirming our suspicion Gatlinburg Falls Resort knew the hot tub needed attention before we arrived. We waited for it to heat and enjoyed the tub. However we felt something was still wrong when we kept having to reset it with the switch on the wall.
Now we are on our last night there. Returned from an all day adventure ready to get into the hot tub only to discover the tub was not heating! Back to the phone circu. This time I talked with HHHHH, another manager. She too was very friendly and very sorry. She would go ahead and refund another 10% if maintenance could not fix it that night. We told her this was our last night and we were done fighting with it. I shared with her that everyone was friendly but extremely ineffective with getting this problem resolved. I again reminded her we never would have booked a cabin with no hot tub! She sent another maintenance man out after 9pm, he confirmed that the tub was still broken! At 9:36 DDDDD called to confirm the tub was not repaired therefore she would refund our second 10%. She said she did not have the power to refund any more, but would talk with the other managers. Now its check out time! I am back into the lodge asking to see the manager on duty. Confirmed with her tub was broken and asked about status of my requested 50% refund. Nope she felt $140 off a $938 bill was plenty of compensation. While KKKKK lacked the friendliness of the others she did agree to refund the $30 cleaning fee for the tub! Now I am home and discovered the cleaning fee was not refunded. Spoke withMMMMM, she says she is a manager, she was rude and lied to me. Nope there would be no refund of the cleaning fee as promised. Nope she was not over the other managers but was part of the management team. she claims OOOOO has nothing to do with this resort, a claim I know is false. All in an attempt to keep me from her chain of command.
We never would have rented a cabin with no hot tub. Gatlinburg Falls Resort advertised a hot tub in this unit knowing it was inoperable. We are seeking $273.98 which would be a full 50% refund as well as the 30 cleaning fee that I was promised by MMMMM would be refunded.
Business' Initial Response
We regret any guest stay with us was less than impeccable and apologize for any inconvenience that this may have caused you during your stay. We at Gatlinburg Falls Resort strive to maintain the most guest friendly and accommodating staff and amenities.
Being a premier resort our call volume is often very high. We sincerely apologize for the issues you experienced when trying to reach us. We do have a guest service line open 24 hours and work as diligently as possible to get to every call quickly.
We at Gatlinburg Falls feel we did everything possible to fix the hot tub in the cabin. 99% of the time when a hot tub does not work tripping the breaker is the most effective result. Knowing what problems are normal for a hot tub, our maintenance man followed procedure and the hot tub seemed to be back up and going. According to our records a guest care representative had called to make sure the stay was up to par on April 2nd and the guest response was that ''It was good''. Around 10pm the guest called and stated the hot tub was acting up again. We immediately dispatched our maintenance crew and they came straight up to the cabin to re-address the problem.
In the instant we discovered we were not going to be able to get the hot tub working we called our hot tub vendor who discovered the relays where malfunctioning which was not allowing the hot tub to work. Tub vendor said that this sometimes happens with hot tubs and is not preventable. They replaced the sensor as well as the pressure switch to solve the problem. Vendor then let us know that the hot tub was working.
Because we understand the importance of the Hot Tub on a guest vacation, ffff one of our front desk managers offered the guest 10% back due to the inconvenience.
Later on nnnnn follow up to see if the issue was resolved. When nnnnn called the guest they stated the hot tub was still not working. NNNN immediately gave the guest an additional 10% off for a total of $157.86 discount which we felt was more than fair considering the issue at hand.
We would be happy to offer the customer the hot tub fee back with the 20% we already returned. We feel that this is fair compensation for the trouble her party experienced. We strived to do everything necessary to fix issue when they are brought to our attention. Just as in someone's personal home, issues arise that cannot always be fixed during a person's stay with us. The hot tub issue, due to her party bringing it to our attention, has been resolved and has not been a reoccurring issue. For this we would like to express our appreciation.
We here at Gatlinburg Falls Resort feel we took all the necessary measures to fix the hot tub issue and apologize if she feels it was handled incorrectly, we feel the compensation she was offered is more than fair. We would like to thank you for your feedback and hope we are able to serve you again in the future.