ComplaintsforCabins for You

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company was to provide a recreational cabin free of defects, provide support and maintenance for a rental Jan 2-6th. Upon arrival fecies and trash were in downstairs bathroom. Oven was running at 425 degrees my daughter almost burned her entire body. No bedroom TVs are functional. Internet does NOT work at all. Transition plate loose and a health hazard for losing a toe. Upstairs bathrooms leaking into bedroom downstairs - destroyed a new MAC Laptop ($3200) Arcade game broken not working. Pool table sticks all broken. Pool exhaust fan non operational. Open tickets, called multiple times - (10+), actually drove to their office in Pigeon Forge - and said no one could help me there. NEVER returned calls. Did not fix the issues.

  

  Business response

  01/16/2024

  *****, we are saddened to hear about the issues you encountered during your vacation, and we want to extend our sincerest apologies for the frustrations caused. We completely understand how alarming it must have been to arrive at your cabin and find that the property was inadequately cleaned and the oven was left in self-clean mode. Then, to make matters worse, you encountered inoperable TVs and Wi-Fi, nonfunctional arcade games, cabin leaks, and other maintenance issues. This is unacceptable and not the standard of service we aim to provide. We regret knowing this was your experience, and we appreciate you bringing your concerns to our attention right away. While we're glad maintenance was able to come out and rectify the problems you were experiencing, it does not take away from the fact that no one should have to experience these issues during their vacation. We recognize these issues significantly impacted your stay, and we cannot apologize enough for that. We see that you spoke to a member of our management team regarding your concerns and have been working with them to reach an agreeable resolution for the issues you experienced. This is not how we wanted your vacation to go, and we, again, deeply apologize for the inconvenience. We would love the opportunity to serve you better in the future. However, we understand your reserve, and we hope your next visit to the Smokies is more enjoyable. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called the reservation agent and told them that we were interested in 3 Bears and a Mountain condo near Gatlinburg. I said that we needed a condo where the bedrooms were on the main floor. The agent assured me that was the case and that we could walk right in from the parking lot. I made the reservation with a payment of $461.01 on March 22. The pictures on the website did not show stairs to the condo. We told the agent that we needed bedrooms on the first floor of the condo due to not being able to use stairs. I agreed to pay for a "club membership" (promising discounts on attractions) for $14.99 per month. I continued to pay the $14.99 per month in April, May and June on the 23rd of each month. I paid the remaining $461.01 on June 12. My wife and I eagerly awaited celebrating our 50th wedding anniversary with our two friends of long standing. On July 10th  we arrived at the condo and discovered that we had to walk up 22 steps to get into our condo. We were tired after driving over 300 miles so we men asked our wives if they wanted us to check out the condo anyway. We did and the condo was nice but only had a tub. We thought that we could make an exchange for a condo with less steps and a shower. We called the number to report problems. After waiting a long time and making several calls we were told nothing was available that night. My friend's wife was a banker and she found us a motel for the night at a very reasonable rate. The next day I called about making an exchange. I was told that since we had entered the condo we could not cancel or make an exchange. The supervisor said that there was no record of them promising a condo with no steps. She said that we might receive some refund if someone else rented that condo right away. I told them that the condo looked nice but I was going to warn people to make sure about the accessibility if anyone needed that. We received no refund and heard nothing further from them. We did continue to have $14.99 withdrawn from our checking account each month. A lot of nerve, but my fault for not canceling right away. I assumed that they would. We ask for the $981.97 we spent before July 8, 2023.

  

  Business response

  01/11/2024

  ******, we're truly sorry to hear about the challenges and disappointments you faced during what should have been a joyous celebration of your 50th wedding anniversary. It's disheartening to know that the accommodation didn't meet your needs and the information provided was not completely accurate. While there are two bedrooms on the main floor, we acknowledge that we misunderstood your inquiry, and the steps to get into the condo were not mentioned. We regret the inconvenience caused by the unexpected steps resulting in you having to find other accommodations. Since you did use your access code to enter the property, your cancellation protection was voided, and we could not move you or issue a refund due to this occurrence. Although we completely understand your frustration, unfortunately, we're unable to accommodate your refund request. We recognize there was a lack of clarity regarding the membership renewal. Like any subscription, our rewards program is a yearly commitment and will automatically renew annually if not canceled once paid in full. Please know that we take your feedback very seriously and have shared your experience with all departments involved for further review to see where we can improve our processes and communication. We, again, cannot apologize enough for the inconvenience and frustration this situation has caused.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The TV did not work. The hot tub stunk and did not work the hot water and cold water in the cabin smell like rotten eggs. The bed in the bedroom could not sleep on it. It was hard as a rock you could feel cold air coming through the doors could not cook or clean with the water in the cabin because it was in bad shape. Took a shower my hair is now stinking so bad that I have to go get it, stripped and get the urn out of it. It was a nasty place to stay.

  

  Business response

  01/02/2024

  We truly regret to hear about your recent stay with us, Linda, and we sincerely apologize for the issues you faced. From the inoperable TV and inadequately cleaned hot tub to the water quality and the lack of bed comfort. The concerns you faced are unacceptable and certainly not how we want any of our guests to spend their vacation. We completely understand how frustrating and uncomfortable this must have been for you, and we cannot apologize enough for your poor experience. We take all feedback seriously and appreciate you bringing these matters to our attention. We have shared your review with the appropriate personnel and are working diligently to ensure the reported issues are addressed promptly. It would be our pleasure to be able to better serve you in the future, as this is not the vacation we strive to provide.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hot tub was down & was told on arrival then we tried using jacuzzi we was told it worked opened panel up & it wasn’t plugged in & wires hanging off of it said repair man was coming & never showed up & the company knew it was broke all a long I have pictures & email of hot tub not working I feel they need 2 refund $ 4 setting us up 4 a bad time & paying 4 things we didn’t get 2 use we was lied 2

  

  Business response

  12/18/2023

  *****, we regret hearing about the hot tub and jacuzzi issues you experienced during your stay. It's clear we didn't meet the expectations we set, and we sincerely apologize for the inconvenience. We understand how disappointing your experience must have been, especially when you were looking forward to these amenities. We truly value your feedback and are looking into the reported concerns to ensure these issues do not persist. Thank you for bringing this to our attention. We would love to serve you better in the future, as this is not the vacation we strive to provide.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A group of friends, through **** ******* rented this cabin for 6 nights of occupancy from October 15th through October 21, 2023, Conf #261848. The cabin promised style, comfort, fun and convenience with the comforts of home and high-end amenities. The cabin was anything but comfortable due to being infested with German Roaches. The floors were laid terribly, not high-end as promised. Linens didn't match due to comforters being bleached and sheets were coming apart. There was also mold on the shower curtains. Even these could be overlooked some. Two of the ice makers did not work; also overlooked. The floors were absolutely filthy, which was very concerning. But when we turned on the oven to cook and roaches were running everywhere, we knew there was a much bigger problem. They were in the drawers in the kitchen, showers in the bedrooms, even on the beds. We immediately called and were "told" that they had just sprayed the day before and we needed to "give it a day" for them to all die. They never did. We even purchased Bengal Roach spray and sprayed ourselves, but still killed about 10 of them on the morning we checked out. This was definitely an infestation that nothing but a thorough clean and bombing will alleviate. We literally called every day to complain about the roaches but were just offered the solution of having the exterminator come spray again. This is a major health concern because roaches are very unsanitary. Some even got into luggage and were found when we returned home. Along with the roaches, a few of the TV's in the rooms (listed as amenities) did not work even though Cabins For You maintenance came out several times to "fix" them. Two of the ice makers never worked even after maintenance came for them too. The CFY rep said she tried hard to get a monetary refund for us, but the "board" would only agree to $1,500, not even equal to a night's stay in the infested cabin. Never did they offer to move us to a clean environment.

  

  Business response

  12/18/2023

  *********, we're truly sorry to hear about the issues you and your friends encountered during your stay, especially with the roach infestation, which is absolutely unacceptable. We understand how this, along with the other concerns you've mentioned, such as the state of the linens, mold, and malfunctioning amenities, could significantly impact your comfort and experience. We take your feedback very seriously and are working to address these problems efficiently to ensure future guests do not face them. Thank you for bringing these matters to our attention. We appreciate your patience as we work on making the necessary improvements.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We stayed in a cabin with Cabins 4 you in August of this year. The cabin had alot of documents about a "membership" that would save you money for local attractions. We called and signed up with an agent. We were told that we could call and cancel anytime. Two months later I noticed I was still getting charged. I then found out that the membership is a 1 year membership and that the only way to cancel was to pay the full amount. I was never told that it was a 1 year membership... Everything in the cabin stated it was 19.99. I was told that I could cancel and let to believe that it was a month by month membership. We go to Gatlinburg/Pigeon Forge once every 5 years. If I would have known that the membership was a one year membership for $240, I would not have even called in the first place.

  

  Business response

  12/18/2023

  Thank you for your honest review, *****. We strive to provide clear information about our membership program, and we understand there was a lack of clarity in our terms and conditions. Our rewards program is a 12-month commitment. And while you can cancel at any time, if the membership is not paid in full at the time of cancellation, the guest is still responsible for the remaining balance. We completely understand how frustrating it can be to feel misled, and we sincerely apologize for the inconvenience. Please know we value your feedback and we're committed to making this right. We have since canceled your membership, and you should not be charged going forward. We take all feedback seriously and will continue working diligently to improve our processes and services. We, again, apologize for the miscommunication. We hope for the opportunity to serve you better in the future.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They continue to charge my account!! Need this monthly membership closed ASAP!!

  

  Business response

  12/11/2023

  Thank you so much for bringing this matter to our attention, ******. We've looked into your account, and our system shows that your membership was canceled on July 24, 2023, with the last payment being charged in June 2023. You should not have received any additional charges after that final payment, and we apologize if this was not the case. Please give our office a call at 1.800.684.7865 if you see another charge for the membership this month so we can investigate further.

  Customer response

  12/14/2023

  
  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,
  
  ****** ******

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Got to The Ravens Nest chalet by Cabins For You and the driveway was so steep and covered in wet leaves we couldnt get up the mountain. Went down to the office which HAD CLOSED 10 minutes early and therefore had noone to talk to. Called 800 number and WAS LIED TO by the first woman i talked to. She never called me back like she said and finally went and got a hotel for the night. They sent someone to “clean the driveway” they cleaned off 4 ft of a probably 600 ft or more deadly driveway and piled the wet leaves higher up in the middle of the driveway. Then lied to again by another woman saying a manager would call. SHOCKER never received a call. Lies lies and more lies. Chalet village was NEVER like this! I have stayed with them multiple times over the past 20 yrs. NEVER AGAIN!!! They took my money and no calls to discuss any type or refund or partial refund

  Customer response

  11/15/2023

  I have since been contacted by the company and we have resolved this issue to a fair and reasonable resolution.   I no longer need the BBB to get involved and would like the case closed.  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked Hibernation Hideaway cabin from Cabins For You for over $10,000 for 6 nights with several other couples for the dates of Oct. 15-21, 2023. This was a very large cabin with 9 bedrooms. Upon arrival, we immediately noticed that many of the TVs did not work and we soon discovered a roach infestation that was totally disgusting, as they were the german roach type and they were visible not only all over the kitchen counters, drawers, etc., but also in the bedrooms, bathrooms, and other areas of the cabin. The person who organized our rental, Lori Estess, complained to Cabins for Us and was told that they has just sprayed. To make a long story short, I began researching the reviews and found many reviews (through other companies or VRBO) indicating that this infestation was a continuing problem that had not been resolved. Other issues with TVs etc., had also been reported and apparently not rectified. This is WAY TOO MUCH money to spend on a rental property in this already well documented abhorrent condition. I was disgusted throughout the trip and had to be cautious when i got home not to spread this even further into my own home. Although the company did agree to refund a small portion of our rental fee, I do not feel that the compensation was adequate.

  

  Business response

  11/21/2023

  We regret hearing your cabin getaway did not meet expectations, *****, and we are deeply sorry for the poor experience. We completely understand how frustrating it must have been to deal with inoperable amenities and pests during your stay, and we're truly sorry for the disappointment these matters caused. This is not the vacation we aim to provide, and we hate you and your party were affected by this. Please know we take all feedback seriously, and we're working diligently to address all areas of concern at the cabin as quickly as possible. We have shared your experience with the appropriate departments to ensure a thorough inspection of the property and an action plan to prevent similar issues from occurring in the future. We understand that the original offer presented to you was not satisfactory, and we appreciate your patience while we worked with the reservation holder to come to an agreeable resolution for the inconveniences endured. We, again, cannot apologize enough for your poor experience. We truly appreciate your honest feedback, and we hope to have the opportunity to host you again in the future to provide you with a more relaxing experience.

  

  Business response

  12/11/2023

  *****, we completely understand how disheartening this situation must have been for you and the rest of your party. We genuinely care about our guests and never want anyone to feel neglected or uncared for, and we regret knowing you were made to feel this way. Please know that we are doing everything in our power to address the reported concerns and bring this cabin back up to our standards. We want to assure you that we are committed to making sure this does not happen again in the future. Our Guest Services team spoke with the reservation holder regarding your experience, and they reached an agreeable resolution for the troubles. We understand the offer presented may not have been what you were hoping for, and we are truly sorry for any frustration this may have caused; this is the most we're able to offer in this circumstance. We, again, sincerely apologize for your poor cabin experience. This is certainly not the vacation we hoped to provide. 

  Customer response

  12/13/2023

  
  Complaint: ********
  
  I am rejecting this response because this company did not disclose this issue to us prior to our arrival at this cabin even though there is now clear evidence on the Expedia website that Cabins For You knew this cabin was infested with roaches for some time.  Instead they indicated that they had just sprayed and that was why we were seeing roaches.  When Ms. ****** agreed to the compensation, she wasn't aware of the previous reviews that clearly indicate an ongoing problem.  I will take this us with the Board of Health and post my own reviews of this company's business practices.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Trip was October 23 til 29 to Gatlinburg Tn. We arrived with double doors downstair wide open to ouside. (bugs, snakes bears) a concern. During our visit we had a shower issue on main floor and my mother of 84 could not climb stairs so she could shower. someone came by the next day and resolved the issue. the top floor bedroom faucet was broken. we had to cut off water and could not use it. fixed it next day. Had a leak in the kitchen from the upstairs shower twice during the stay. Once it poured on our drinks and food. we had to clean it up twice. No bedroom had a working tv. the workers said it had been that way the week before and owners would not respond then either. they had changed to wifi and needed roku sticks. We had kids who watched their own shows, my spouse is a huge football fan and could not get college football on Sat. My mother 84 watches her shows in the bed alot and had no tv all week. was very upset. we stay in the room alot. I spent too much time on the phone with them to be on vacation and my husband knew more about the tv issues than they did. He spent time trying to fix it before we called. I dont think anyone would appreciate all we went through and thats not even all. I was told they would have a manager call me and never did. was going to call me on the sun we left never did. was going to keep us updated on tvs and did not. Yes very frustrating. finally got a manager who offered 150. then 200. visa card or a voucher for 18 months for 300 and then 500 which would be ok if we could come back but I told him it would be 2 years before we can. we always go in the fall and next fall we have 2 weddings to attend 700 miles away at 2 different times. I told him they give 20% off alot online and that is what I expected and feel is fair for all our trouble. If he can do a gift cert he can do a visa card. He would not let me talk to the owners. His name was ****** a manager. I did find the owners online and left a message but no answer and no response.

  

  Business response

  11/15/2023

  Pamila, your experience is truly concerning, and we cannot apologize enough for the inconveniences and frustrations you and your family experienced during your stay with us. We completely understand how unsettling it must have been to arrive at your cabin to find the doors downstairs open, especially with concerns for local wildlife. Then, dealing with inoperable TVs, leaks from the shower, broken faucets, and several other maintenance issues is unacceptable. This is certainly not our standard, and it is disheartening to hear that we fell short of providing you with a relaxing and memorable vacation. While we did our best to resolve most of your concerns promptly, it doesn't excuse the initial oversight. We appreciate you bringing these concerns to our attention right away, and we sincerely apologize for the worry and discomfort these matters caused. Please know we have shared your feedback with all departments involved for a thorough inspection of the property to ensure all issues are addressed diligently to prevent this from happening again. Although we recognize that our initial resolution offered was unsatisfactory, we are glad you could speak with management to reach an agreeable solution for the troubles you experienced. We, again, sincerely apologize for the inconveniences you all faced. Rest assured, this is not the vacation we strive to provide, and we would love the opportunity to serve you better in the future.

  Customer response

  11/16/2023

  
  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,
  
  ****** ********

*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. ↩