ComplaintsforAmerican Patriot Getaways

• Initial Complaint

  07/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked the cabin, Shiloh, for July 12 through July 16. We paid a total of $1816 that included cost of cabin, admin/cleaning fee, security deposit and sales tax. If you break down the cost per night of the cabin only, it is $369/night. I believe that is a decent amount of money an owner makes on renting out the cabin. This cabin was BAD. We had 4 people in our party, two teenagers, me and my husband. The cabin has obviously not been updated in about 20 years (or more). Old, torn rug in master bed, old blankets that crumbled as we pulled them out of the 50 year old dresser. Millipedes EVERYWHERE BY DAY 3. Not to mention the gravel drive that was not filled prior to our arrival. The deck had nails sticking out on the railing. Leaky faucets, old bath mats. I took showers with my flip flops on. The place was disgusting! I called to complain about conditions on day 2. Gave me 10% off. NOT ENOUGH! WE CHECKED OUT A DAY EARLY! WE DESERVE A FULL REFUND! Confirm#XXXXXXXXXXXXX

  

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/07/30) */ This note is in response to a complaint filed with your office by ***** ********. ***** booked the Shiloh cabin that we manage in Gatlinburg TN for a stay in July. The cabin is a Deluxe rated property, our 3rd tier rating on a 5 tier scale. It is accurately advertised in its listing which can be seen here: https://patriotgetaways.com/cabins/in-gatlinburg/shiloh.html The cabin's listing include the ranking, a written description, walk thru video tour, full and recently updated set of photos, and a complete amenity list so we can be sure that we match each guest with the best cabin for their vacation. Our head manager ***** dealt directly with *****. The guest complained about he roads, the dresser being old, a rail that had a nail popping out of it, and an outdoor faucet that was dripping. Our staff sent service which corrected the nail and the outside faucet (unavailable for guest use anyway). ***** also comlplained that the throw rugs were old and the cabin needed a new blanket. Our staff delivered new throw rugs and a new blanket to *****. Day three ***** called about finding millipedes in the cabin. Millipedes are a common pest in the Smokies. Every home we manage is enrolled in a professional monthly pest program, but regular treatments do not work for millipedes. Migrating millipedes are not a household pest, and do not infest or reproduce indoors. When they migrate outside by the millions the cabins are like boulders in the stream for migrating millipedes. Some can find their way in. Finding a few millipedes in a Smoky Mountain cabin is not a reflection of the pest program or the cabin's cleanliness. Its just one of our cyclical mountain pests that is particular abundant this year. you can learn more about migrating millipedes here: https://www.extension.iastate.edu/news/2008/sep/XXXXXX.htm For these minor issues ***** was credited 10% of her stay and allowed to check out early despite our lodging policy not allowing last minute cancellations. Our staff additionally refunded ***** the night she did not stay. ***** was offered exceptional service, and We will not be processing any additional refunds. Consumer Response /* (3000, 7, 2021/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wouldn't go so far as to saying the cabin was clean. The carpeting going up the stairs was so filthy you can see the dirt marks. The rugs were so old they were ripped in the bedroom. And yes housekeeping left a blanket and some rugs sitting on the porch in a garbage bag. We didn't even know it was there until a day later and ants were covering the bag. We left it outside. I would take 50% of my money back since the first day we were able to enjoy the hot tub and slept well. Day 2 is when we started noticing all the millipedes. Then by day 3 millipedes were every where coming in through the cracks. We have stayed in other cabins in the Smoky mountains before and did not have a problem. Actually, I did not see one bug at the last cabin we stayed in. don't say it's because of where we are staying. The cabin needs pest control on a weekly or bi-weekly basis. Not monthly. Especially if guests are staying in the cabin. They refunded 10% which barely covered taxes. At least 50% will cover the cost of dealing with bugs everywhere, old unkept carpeting, old bedding, broken dresser, pot holes in the driveway, should I go on? Business Response /* (4000, 9, 2021/08/02) */ This note is a follow up response to *****'s complaint. The new rugs that were dropped off to the cabin were bagged and left on the porch so they would not be rained on. Since you talked with our manager, we are surprised you did not bring them inside. Their delivery was in response to your request and complaint about the existing throw rugs. The wood flooring in the home was just completely sanded and refinished last month. Again, milllipedes are a cylical pest in the Smokies. If you took time to read the attached link about the insect, then you will see that pesticides dont work. Pest control is on call for us 7 days each week. Regular pest treatments are conducted monthly. No pest control program or cabin rental management company has a weekly pest service. It would be impossible to even schedule that between the guests. Our staff went above and beyond to address your every concern and even allowed an early checkout with a refund. The 10% ***** was refunded was in addition to addressing her concerns and refunding her the night she did not stay even though last minute cancellations are not allowed. We will not be refunding anytihng additional.

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