Complaints

This profile includes complaints for Sheltowee Trace Adventure Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sheltowee Trace Adventure Resort

  2001 Highway 90 Corbin, KY 40701-7811

• 

  Sheltowee Trace Adventure Resort

  P.O. Box 1060 Whitley City, KY 42653

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked the Cumberland Below the Falls Whitewater Rafting trip with this company, but the service was not delivered as advertised. The water levels were far below safe standards (only ~250 ft, when the ******** ********** *********** recommends a minimum of 400 ft), which caused our raft to constantly get stuck on rocks and made the trip frustrating, unsafe, and nothing like what was promoted.
  
  At the start of the trip, our guide ****** even admitted the water was too low and that conditions were poor. In follow-up emails, the company themselves acknowledged that ****** was frustrated with the low water levels and that the experience was disappointing. Despite admitting these issues, they refused to issue a refund. Instead, they offered me a 50% discount on another trip in an entirely different state in 2026, which does not resolve the problem.
  
  This business knowingly took customers out in unsafe and substandard conditions, admitted fault in writing, and still refused to provide a refund.
  
  I am requesting a full refund of my payment for this trip.

  Business Response

  Date: 09/06/2025

  We are sorry to hear that this trip did not meet your expectations. The Cumberland River is a free-flowing river, and water levels naturally rise and fall depending on rainfall. While the ******** ********** *********** recommends 400 cfs for optimal rafting, that number is a guideline for ideal conditions. Levels below that do not mean the river is unsafe or unrunnable. Over Labor Day weekend we hosted nearly 100 guests, and the vast majority enjoyed safe and positive trips.
  
  Your guide, ******* is a capable first-year guide who unfortunately had a frustrating day at the lower flow and expressed that frustration to the group. Other guides on the same day were able to navigate the conditions successfully, and ****** himself guided well on the days before your trip at the essentially the same flow. We recognize this added to your disappointment, and for that we sincerely apologize.
  
  In response to your comparison with the Class IV Pigeon River, we offered a 50% discount on our own Class IV Big South Fork Gorge trip, which next runs in spring 2026 just across the Kentucky border in Tennessee. We felt this would provide the type of rafting experience you were looking for.
  
  While our policies do not provide refunds for natural conditions outside our control, we do want to resolve this fairly. As a gesture of goodwill, we are extending a 50% refund of your trip cost. We hope this demonstrates our commitment to fairness and to providing the best guest experience possible.

  Customer Answer

  Date: 09/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
   ****** ******** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our experience with Sheltowee Trace Adventure Resort was extremely disappointing from start to finish. We were told the river float would last 1.5 to 2 hours, but it ended up being less than an hour. The life jackets were filthy and smelled terrible, and the rafts were in similarly poor condition.
  
  To even reach the river, we had to walk through tall, uncut weeds — which is a serious problem for someone like me who is highly allergic to poison ivy. The path down to the water was muddy, slippery, and unsafe. Both my mom and I nearly fell trying to get to the launch point.
  
  The entrance to the whole setup was located behind a sketchy, run-down mall, which felt completely inappropriate and unprofessional. It honestly looked more like a back alley than the entrance to a paid outdoor adventure.
  
  While the river water itself can’t be controlled, the dirty equipment and poor upkeep made the entire experience uncomfortable and unappealing. When we called to express our concerns, we were met with indifference and told, “Well, you already did the float.” They did offer us another trip — but after that experience, why would we ever want to go back?
  
  This operation is poorly managed, unsafe, and lacks basic customer care. I absolutely would not recommend Sheltowee Trace Adventure Resort to anyone looking for a clean, safe, or enjoyable float trip.
  
  This trip occurred July 23, 2025

  Business Response

  Date: 07/24/2025

  We’re sorry this customer’s experience didn’t meet their expectations, and we appreciate the opportunity to respond.
  This float trip occurred during a period of higher water levels, which naturally leads to muddier riverbanks and faster currents. Our rivers are free-flowing and not dam-controlled, so conditions vary with rainfall and seasons. While this may differ from the guest’s past tubing experiences, the natural and rugged conditions are typical of rivers in this area.
  The guest raised concerns about tall grass and muddy footing on the way to the river. We maintain the access area regularly, but weather can cause rapid changes, especially after rain. We understand the terrain can be difficult at times, and we will continue to monitor and improve the entry path as conditions allow.
  The guest also mentioned concerns about the appearance of the launch area. Our check-in is located behind a shopping complex, which offers the most practical river access and includes restrooms for guest use. We understand this setup may not match every guest’s expectations, but it is typical of stores in our region. We work to provide clear signage and communication to ensure guests feel confident in their arrival location.
  Regarding the personal flotation devices (PFDs), we regret any issues with cleanliness. We’ve addressed this with our team and will continue to monitor equipment standards.
  We were glad our driver could accommodate the guest’s request to strap tubes together for their group to float as one unit. While we do not issue refunds in cases of muddy conditions or equipment odor, we did offer complimentary passes to our ******* **** **** ** ********** ***** as a goodwill gesture. The guest declined this offer.
  We regret this experience did not meet the guest’s expectations and will continue to improve where possible.
  

  Customer Answer

  Date: 07/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this, I am rejecting this response. While we understand that higher water levels can affect current speed, we were told the float would last 1.5 to 2 hours, not less than one hour. If conditions shortened the trip so much, we should have been informed before paying. Faster currents do not excuse misleading customers about trip length.
  
  
  The company acknowledges tall grass and muddy footing but only says they “monitor and improve” the path. We walked through uncut weeds with poison ivy, which is not just difficult terrain—it is a health hazard. Basic safety and maintenance, like trimming weeds, was not done.
  
  
  The company claims the check-in area behind a shopping complex is “typical of stores in the region.” This does not change that the entrance was unprofessional and looked like a back alley, which is unacceptable for a paid outdoor experience.
  
  
  The company “regrets any issues” with life jacket cleanliness, but filthy, foul-smelling jackets and rafts are not minor—they are a hygiene and safety failure. This isn’t about weather; it’s about proper cleaning and maintenance.
  
  
  Offering passes to another ride does not fix the unsafe and uncomfortable trip we had. The dismissive response when we called (“Well, you already did the float”) shows poor customer care. Tying the tubes together isn’t a solution; once on the river, we had to fix everything ourselves. Doing your job doesn’t excuse the rest of the terrible experience
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 07/28/2025

  We’re sorry to hear that this guest’s experience didn’t meet expectations, and we appreciate the chance to respond.
  This float took place during a time of higher water levels, which naturally results in faster current and shorter float times. Our estimate of 1.5 to 2 hours is based on average river conditions, but actual time on this unguided trip can vary significantly depending on rainfall, flow speed, and how much guests choose to stop or explore. We regret that this guest was caught off guard by the quicker pace.
  Regarding the path to the river: the trail was present and navigable, though after recent rain, some areas can be slippery. Grass on either side of the trail can overhang in summer between mowing cycles. While we do maintain the area regularly, it can change quickly with weather. We understand that terrain like this may feel challenging for some guests, and we’ll continue our efforts to manage access responsibly.
  The guest described our equipment as “filthy” and “foul-smelling.” While river gear inevitably picks up odor from frequent wet use, the life jackets and tubes provided were serviceable and inspected that day. We do not agree that the gear presented a hygiene or safety issue, but we’ve reminded staff to continue prioritizing regular rinsing and drying procedures.
  As for the launch area, we use the back lot of a locally owned mall that has been somewhat overshadowed by newer development. We’re proud to support this space and encourage guests to visit the independently owned restaurants and shops still operating there.
  While we did not offer a refund, we did offer complimentary passes for another guided experience as a goodwill gesture. Should the guest be interested in a guided trip in a park setting, they are welcome to contact me. In the meantime, we remain committed to clear communication and will continue working to improve all aspects of the guest experience.
  

  Customer Answer

  Date: 08/01/2025

  
  
  Several parts of your response contradict or sidestep the concerns we raised. You advertise a 1.5–2 hour float but now say high water shortens the trip. If that’s a known and frequent issue, it should be clearly communicated before booking—not explained after the fact as justification. Suggesting guests should just expect this feels misleading. You claim the trail is maintained, yet also acknowledge that rain quickly makes it muddy and overgrown. During our visit, it was clearly not maintained—overrun with tall weeds, visible poison ivy, and dangerously slick footing. Calling that “typical” doesn’t excuse the lack of basic upkeep. The launch area, behind a rundown shopping center, felt more like a back alley than a starting point for a guided outdoor adventure. First impressions matter. Regarding the life jackets, your first response admitted that you were addressing cleanliness concerns. But then you contradicted that by calling the gear “serviceable” and saying the odor was normal. Which is it? The jackets weren’t just damp—they smelled awful and looked dirty. We appreciated the driver helping strap our tubes together, but declined your offer for a different trip because we no longer trust the experience. What we expected was ownership and accountability—not backpedaling and shifting the narrativ.

  Business Response

  Date: 08/01/2025

  We have apologized that this guest's experience did not meet their expectations and have explained the conditions that contributed to their concerns. We’ve also acknowledged areas that need improvement and are actively working to address them.
  At the same time, we’ve respectfully drawn a distinction between aspects that need improvement and true health or safety hazards. Nearly 500 guests joined us for this trip in June and July. While not every experience is perfect—especially in outdoor recreation—most of our guests have had positive, enjoyable outings.
  We offered complimentary passes for a trip we felt would better match this guest’s expectations. This was meant as a gesture of goodwill and an opportunity to provide a more positive experience—not as a dismissal of their feedback. Unfortunately, they declined. At this point, we believe we have addressed each concern to the best of our ability and will not be providing further comment. We are, and will continue to be, committed to improving communication and the overall guest experience.
  

  Customer Answer

  Date: 08/04/2025

  your response, but it reinforces exactly why we declined your offer for a future trip. Why would we trust the experience again when our current concerns are being dismissed or deflected? If this is the level of support provided after a disappointing visit, we have no confidence that a second trip would be handled any differently.
  
  
  We’ve reached out to several people about our experience, including reviewer **** *****. We received more respect and understanding from him than we did from your team. He agrees this situation was mishandled and should be rectified, and has stated he will be updating his review accordingly.
  
  
  This isn’t simply about unmet expectations—it’s about basic standards of cleanliness, safety, and honest communication. Your continued refusal to take full accountability only reaffirms our decision not to return. 
  
  
  

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried to go on a Cumberland River Boat Cruise. Directions given were in accurate, no address was given to use GPS. Google Link given inaccurate Directions. Called several times and even talked to the owner asking for help none was given. River Boat was Gone When we Finally Found the Boat Ramp. Drove to the Office to request a voucher or refund. Would NOT give either one.
  
  They did NOT offer alternative options for people with disabilities, There were 4 guests that are 50 + in age 2 with disabilities. Only offers made were to do a zip line that was less than 100 yards long and required to climb stairs and which only cost $2x.xx. Option to take a Cumberland "mist" raft tour which required 74 stairs down and 74 stairs up which is not an option for those with disabilities, nor were we dressed to get wet. Final option was to go on the Cumberland Star River boat cruise the next day which was not an option as we were required to checkout of the campground at 11:00 AM and had no where to leave our campers much less leave our 3 furry kids in air conditioning.
  
  We even asked for a 1/2 of a refund and they would NOT even do that as they said we made lunch for you. How much can a sandwich and chips cost. If they were kind people and did what Jesus would do they would have gladly refunded even 1/2 of the money paid Do NOT support a company that doesn’t support people with disabilities nor are they Christian at all. What happened to having manners. If they would refund our money we would delete this entire post.
  
  As a CFO of small and multi-million dollar family and companies traded on the stock market I have never been treated this way nor did we treat our customers this way. We are requesting a full $119.78 refund.

  Business Response

  Date: 08/04/2023

  ******** ******* contacted us about 12 minutes before the Lunch Cruise meet time of 12:30 pm est. They were lost and at least 20 minutes away from the meeting point, at which time we told them they would not make it. They chose to continue down to the ramp. They contacted us back at 12:50 pm from the meeting point, but of course the Riverboat had already left.
  
  The meeting point for the riverboat is at the Mouth of the Laurel Boat Ramp in Corbin, Ky. It does not have a physical address, so we provide a link to Google Maps that takes you directly down to the boat ramp. This is a regularly offered trip where people use this link to reach the riverboat. We had 5 other groups signed up for our Lunch Cruise that day that successfully used the provided link to make it to the Riverboat on time. We also provide a PDF file that is attached to the confirmation email for our Riverboat Lunch Cruise. This map includes visual directions to get you to the Riverboat, as well as written directions on the back.
  
  Even though the payment for the Lunch Cruise was non-refundable, we offered to let ******** and her guests use the money they paid towards the Lunch Cruise for our Rainbow Mist trip. ******** declined because two people in her group had previous knee surgeries. The two guests in her group that could do the Rainbow Mist trip still declined to go. They asked us about doing the zipline, even though it had stairs, to which we agreed. However, they chose not to do so because our zipline is not a canopy tour. It is a 650 ft long single zip. We then offered to let them go on the Riverboat Lunch Cruise the following day, but they again declined even though there is plenty of parking for RVs at the Boat ramp, and we have a dog kennel here at our Adventure Resort.
  
  We went above and beyond by offering to accommodate their group in multiple ways to make up for them missing their meet time for the Lunch Cruise.