Rental cabin was found in an uninhabitable and disgusting state at check-in. Timber Tops refuses to give full refund even though they were at fault.
We made a reservation through Timber Tops on 10/04/15 for "Smoky Mountain High" for Oct. 11-13.Half of the total amount was deposited by credit card ($232.80), as required, Confirm # 117438.Check-in time was to be 4p to 11p.On 10/11 we arrived at 5p, we were asked to sign a guest agreement and pay the balance by credit card ($232.79).We then received a key code for the cabin.At the cabin we immediately went to the bathroom.The lower toilet was found inoperable and the upper toilet barely flushed enough to remove water from the bowl.In addition, the hot tub was found to be disgusting with murky water and a cloudy substance growing up the walls and in the water of the hot tub. I immediately contacted the office and told them about the unfit conditions.They offered to send maintenance to look at it.After hanging up with the office, we found the cabin appeared to have not been cleaned prior to our arrival.We located filthy conditions behind the beds, beer cans on the deck, and the windows cloudy with dirt blocking our advertised "view".We then decided to return to the office due to the cabin's uninhabitable state and did not want to spend our vacation waiting for repairs/cleaning.At the office we continued our complaints and then were told that the cabin was not guaranteed at 4pm and that check-in was between 4p and 11p.However when we arrived to check-in, we were not told our cabin was still in need of repair/cleaning.The service representative, Sunshine, told us that she had been "employed there for a month and this had only happened two other times."She looked to see if there were other cabins available and they were not.We requested a refund of money due to the conditions of the cabin and the inability to move us to a different cabin.She then told us that we had to give them a chance to correct the issues before we could receive a refund and again that the cabin was not guaranteed at 4pm.After much debate with Sunshine, another service rep stepped in (unknown name) and agreed to give a refund minus a reservation fee of $43.90.We then asked to speak with a manager and one was not available after hours but would be in the morning.She then said if we did not stay and let them try to fix the situation brought to their attention, we were breaking our reservation and they could not return our reservation fee.We stated that we did not break our reservation, by showing up within check-in time and paying both a deposit at time of reservation and the remaining balance at check-in, we in fact kept our end of the reservation. We were again told that a manager would not be there until the following day (10/12/15).After finding a last minute hotel for the night, we returned the next morning to the office.Mandy Rodriguez (manager) was there and familiar with our occurrence.Mandy told us that our reservation fee was non-refundable since we had "broken" our reservation and left the night before without waiting for the problems to be fixed and that the cabin is not guaranteed at 4pm.Quote from guest agreement:"Check-In is between 4:00 pm and 11:00 pm; however this is not a guarantee.Occasionally, due to unavoidable circumstances, a property may not be ready for Check-In at 4:00 pm. No Check-In will be permitted until your rental account has been paid in full, including taxes and any other fees."We were told that our cabin was ready when we checked in and were not told of any pending repairs and/or cleaning. Quote from the guest agreement:"Timber Tops, LLC cannot refund monies for circumstances beyond our control or for any issue not reported during your stay.This includes, but is not limited to Acts of God, particularly, severe or inclement weather, failure of public utilities or outside services, e.g., power, cable television, satellite television."Dirty (the entire cabin), unhealthy conditions (hot tub), and inoperable basic essentials (toilets) are not "Acts of God" nor beyond this company's control as utilities were not out of service.
My family and I are requesting an apology letter for wasting our valuable vacation time and money as well as a full refund of the reservation fee still being held by Timber Tops.
Attached you will find the signed Guest Agreement from the guest. Also, highlighted is our cancellation policy. We refunded back a total of $, receipts are also attached along with the Guest Agreement. and the manager did speak with the guests, about the reservation fee being non-refundable, and went over the cancellation policy on the Guest Agreement. Everything but the reservation fee was refunded back to the guests.
(The consumer indicated he/she DID NOT accept the response from the business.)
What part of the guest agreement actually protects the guest? If a consumer is not happy with the result of a product purchased, money should be refunded. The guest agreement does state a cancellation policy but it also states "Check-In is between 4:00 pm and 11:00 pm; however this is not a guarantee. Occasionally, due to unavoidable circumstances, a property may not be ready for Check-In at 4:00 pm." It does not state, it will not be ready the entire length of your stay due to filth and inoperable toilets and you may get a horrendous infection from the hot tub. Samples from this hot tub should be submitted to the CDC. Not cleaning a cabin and improper cleaning of a hot tub are not unavoidable circumstances; that's laziness and robbery of someone's hard earned money. Before a binding agreement is signed the consumer should have the right to preview their cabin to insure the cleanliness and safety of it since the pictures used on their website are obviously skewed in their favor. This company is trying to (and does) require the total amount due for your vacation at time of reservation. Most companies hold the reservation with a credit card number and would not charge until you arrived at check-in. Then if you did not show up for check-in a cancellation fee would be applied. The fact that I paid a reservation fee (plus half the balance due) to begin with means I made a reservation. Meaning that the company knew we were coming and that there should be no reason for the cabin to not be clean and the hot tub to be disgusting. We were not a walk-in reservation; they had ample time to clean the cabin and hot tub. Had the toilets even been cleaned since no one was aware that they were inoperable? What kind of company has hundreds of cabins and uses a cleaning team of one and sometimes two to clean that many cabins efficiently while being safe enough for public inhabitance? This place should be condemned if this is how they clean all their cabins, as I was told "they clean a cabin in 30 minutes" by a staff member (Sunshine). By reviews posted on Facebook and previously TripAdvisor, (TripAdvisor reviews have been removed by the company) there is an ongoing problem with cleanliness with this company. Also there are other complaints of toilets and heat-pumps not operating properly and how the company takes a day or more to fix things and sometimes does not fix them at all. Maybe this company should close for about a month or two and get caught up on all the necessary maintenance these cabins are in desperate need of! This is also false advertisement, if the pictures of the cabin on their website showed murky water in the hot tub and filth both inside and out, no one would rent this cabin ever, including me. This company is taking advantage of consumers by making them sign a binding guest agreement sight unseen and then refusing to refund FULL amount of money (including reservation fee) when they are in the wrong. It was very obvious the cabin had not been serviced or cleaned properly for public use. I am again asking for my full refund of the reservation fee and an apology letter for wasting my time and my family's time during our vacation. At the time of this occurrence we were also offered "free tickets" to a local attraction to distract us from the situation, if they can offer tickets to a show/activity for four adults there should not be any problem in returning the $43.90 that they rightfully owe my family and I. To our family, renting a cabin is not about spending additional money or time going to see shows and attractions; it is about spending family time within the walls of the cabin and enjoying its own amenities without having to go out. This is why cabins are up in the mountains and off the beaten path versus being on the main strip in Pigeon Forge; you have entertainment at your fingertips. We were all very disappointed in our time wasted and the upset that this added to our vacation. This place is definitely not "luxury" by any means possible, including in customer service.