Complaints

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:06/07/2024

  Type:Billing 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.

  I had made reservations to stay at this hotel for a Gospel Music event and was unable to attend due to work obligations. I understand charging me for the first night and am willing to accept that charge. However when the motel called me on Friday night to ascertain my arrival, I told them I would not be arriving and to please cancel my remaining nights reserved and issue a refund. The motel representative advised that he could not cancel my reservation, that it had to be cancelled through the online reservation service. I asked him to please provide that number and the phone disconnected. How does a motel property choose to not provide customer service to cancel the remaining nights and issue a refund?

  Business Response

  Date: 06/13/2024

  Guest was suppose to call expedia for cancelling the room but guest didnt call and expedia kept the reservation active and the reservation is still active online at this moment

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  This complaint concerns a reservation and stays from May 31, 2023, through June 3, 2023. My parents, my husband, and I reserved two rooms under my name for the above dates. The rate was *** per room per night. The first room we were shown, room ***, had a powerful cigarette smoke odor. I mentioned this to the motel employee and was told it was a cleaning product. I disagreed as I felt it was cigarette smoke. The bathroom had quite a lot of mold around the bath/shower area, and it seemed like it needed to be cleaner.
  We were then shown room *** and initially thought it would be fine, mainly due to the poor lighting and inability to see the room. We did find that even this room had black mold around the bath/shower and sink areas and water stains on the ceiling. The exterior back door in the room was missing weatherstripping, which could allow anyone to see into the room from the outside. Finally, the air conditioner in this room did not work well.
  My parent’s room, ***, also had problems—a continual leak in the bathroom, causing the floor to remain wet. We are unsure if the water was leaking from the toilet or the bath.
  Both rooms included refrigerators, and both refrigerators needed to be fixed.
  When we shared our concerns with the motel employee, we were told that they were aware of the problems and planning a remodel.
  Once we returned home, we contacted the motel again, shared our concerns, and requested a refund. We did so during a telephone call on June 7, 2023. We were told they would not issue a refund and suggested we call the Health Department!
  We contacted the health department, and they told us they could not make the motel issue a refund but stated they would inspect the motel.
  We paid a total of ******* for our stay and requested that this amount be refunded back to us due to the poor and unhealthy quality of the rooms.
  We do have photos of the rooms that show their condition. Please let me know if you want us to send them to you.

  Business Response

  Date: 06/16/2023

  Hi hello ,

  This is Green Valley Motel, if you have encountered all the problem why did you stay all night, you should have left right away or after first night with refund, but you stayed all night and asking for refund its not possible. You guys should have left right away with the refund, but you guys stayed so NO REFUND. Even we contacted local health department and local state authority. They stayed we inspected and everything look good. 

  thanks 

   

  Customer Answer

  Date: 06/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I learned more of the problem from our parents that stayed in room *** where there was water leaking at the toilet and sink. I have told the people at the office about room *** which had water stains on the ceiling and has mold as well and also had strong odor of smoking in that room. We were placed in room *** and I reported that the bathtub drain was not working and the next day as well as mold on the tub and shower certain and then learned of water stains and mold on the ceiling over the shower head. They did nothing except to tell me that the rooms are in the process of being repaired. There was no repairs done while we were there. My father did bring up the complains to the office and nothing was done to correct the problem. We came home and made the report to the fire marshal and department of health to look into this situations. I have a report which states of 11 violations on the rooms that was investigated but not all the total of 50 rooms were investigated because some rooms were rented out. Those rooms should not have been rented out to anyone when there are molds and not repaired. This is bad for anyone health to be staying and I did not know that many rooms are in disrepair and updated. There has been a few complaints from other people last year about these things and nothing was done about it. I will be back in a couple of weeks in the area and will be checking on with this with other agency to look into this situation. We will not stay at this motel while we are there. The complaints were made by me and my father and I am sure others has had issues about this motel. The place needs cleaning up as well as painting. We have the right by law for the refunds for both rooms back. If not there will be more complaints and possible court actions follows in due time. They knew that there are molds and water stains and bad room odors in some other rooms and they choose to ignored them and continue to rent out rooms knowing that causes health problems. They know this is a violation under state laws. I investigated the surrounded area of this motel and took several pictures of many things that were and are wrong at this motel. The ice machine on the second floor green substance built up in the dispensing part of the machine. Five rooms has gap in doors. Three rooms has black substance or molds on the shower curtains. AC air filters are excessively soiled in room *** where we stayed. There are paint damage to various interior and exterior throughout the establishment. Ice buildup in several refrigerators in some rooms.There are cracked floor tiles cracked concrete outside. Must I go on and on????? I am sure there are more to see.  I just ask for the refund period, if not I have more complaints to file. I will not say what it is until then. Sent the refund or face more complaints. Its that simple.
  
  
  
  Sincerely,
  
  
  
  **** ******* *** ****** *******

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service 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.

  My and my girlfriend stayed at this motel from 3/10-3/12. The first night the place seemed clean enough (they admit they do not do daily housekeeping because of staff shortages and it's not exactly a fancy motel) but on the second night as we were sleeping we saw a cockroach on the pillow. Disgusting. We killed the first one and tried to ignore it and go back to bed until moments later we saw another one, this time a baby cockroach.
  
  We tried to get a refund for the 2nd night, considering we had to sleep in my car that night, but the motel refuses to pay us back the 88 dollars for that night. On top of that, they say they've had an exterminator check the place and that nothing came up, but I find it hard to believe. When you've seen 1 cockroach in the room, especially a baby cockroach, there's an infestation somewhere. If you are somebody who is trying to have a nice weekend at Pigeon Forge, AVOID THIS MOTEL. They do not care about customer satisfaction or cleanliness. Not only did they say they would not refund us, they tried to say we were the cause of the infestation. So according to the manager, there is no infestation, but if there is one, it's probably your fault. Save your money, spend 10 more bucks and go anywhere else.
  
  Attached to this post are some photos of the cockroaches we found, The first one we didn't take a picture of until after killing it so it's hard to see what's going on, and the second is of the baby cockroach we found moments later.

  Business Response

  Date: 03/30/2023

  Hello,

  As soon as we received a complain from guest we notify pest control to inspect the room for possible cockroach. They inspected the room and found no bugs or cockroach.

  Despite the clearance report from pest control we gave them one night refund with mutual conversation with guest. 

  Thank you.