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Business Profile

Motels

Riverchase Lodge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/27/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    We check in Sunday Dec. 22 our son was coming Monday and I ask at are check in if they could be near us. He did something with the computer and said and said yes I can put them near you. Well my son check in we are in room 124 and he was put in 317 NOT ANYWHERE NEAR US Mad as hell.

  • Initial Complaint

    Date:12/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    On November 29th I paid $98.10 for a one night stay starting on November 30th and checking out on December 1 for a 2 queen bed room with 3 total guests. During the evening around 3:40am I awoke to find a cockroach next to my headboard. I crushed it and went to the restroom, only to find 4 or 5 more. Knowing I was leaving the next morning and had a long drive, I didn't want to wake the others, and didn't feel like going in the 20 degree weather to go to the office to report it (I also assumed there was no one there). I proceeded to not be able to sleep, and in the morning (Around 8am) we began packing and one of the other guests found more roaches and bugs. Upon checking out I brought it up the roaches and brought one of the smashed ones for evidence. The clerk did not apologize, instead informed me that they have an exterminator, and since I didn't report it at 3:40am, they wouldn't do anything. I pointed out this was ridiculous, and she informed me that someone was there. The clerk then began ignoring me, not responding to any comments. I was unable to find any policy that she mentioned. The clerk simply shrugged when I mentioned reporting it to the health department as a violation. I would like some form of compensation, ideally a refund. We stayed in room 101.

  • Initial Complaint

    Date:03/28/2024

    Type:Product Issues
    Status:
    Resolved
    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 was charged for two extra night that I did not stay, they will not refund me my money. I keep getting the run around. Not sure what to do from here they owe me $190.

    Customer Answer

    Date: 03/28/2024

    I got my refund today, so this can be cancelled thanks for your help!

  • Initial Complaint

    Date:02/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Come in at 3 to check in they told us not with out at 25 dollar deposit so we come back at 6 and literally waited on a staff memeber for over 45 min hot tub was discusting and pool was cold i ask for a refund to go somewhere where the extras were working and clean he refused we stay here probably 3 times a year we will never be back !

  • Initial Complaint

    Date:10/17/2022

    Type:Product Issues
    Status:
    Answered
    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 husband I stayed at their location on 10/7-10/9. Upon entering the room I could tell I was not going to be happy, there were no pictures on the wall to help muffle the sound coming from the surrounding rooms. There was a white crusty substance on the bed skirt of the opposite bed. The toilet moved everytime you sat down or got up, there were holes in the wall around the vent, that did not work. Dirt all along the edges of the base boards in the bathroom and sink area. The Hot tub was down and this was not disclosed at the time of booking on any website, either theirs or booking.com.

    Business Response

    Date: 10/25/2022

    Business Response /* (1000, 5, 2022/10/17) */
    Mrs. Tonya ***** stayed with us from 10/7/22 to 10/9/22 which was a sold out weekend in the one of the busiest months of the year for our property.

    After staying 2 nights, Mrs. ***** sent an email on 10/11/22 voicing her complaints about her stay. Similar to what she has expressed here within this complaint. On 11/14/22 she sent another email threatening us with a BBB complaint and to file a credit card dispute with her credit card company if she was not refunded for her stay.

    As I explained to Mrs. ***** via email:

    - All photos online accurately list and describe our property and show that there are no pictures currently on the walls as we have just recently upgraded our bedding and furniture as part of our renovation process

    - There are also no pictures of the hot tub area or listing of it being open on our website or 3rd party affiliates

    - There is a sign up front at the point of check in to inform customers that the hot tub is not open. This is done to let customers know in the event they do not want to stay and wish to cancel.

    - Mrs. ***** signed a NO REFUND policy at the point of check in. We are a small business and do our best to be upfront with our customers to inform them of policy to prevent any unnecessary conflict or unenjoyable outcomes.

    Despite all these issues Mrs. ***** claims to have had with the room and our property directly at the point of check in, she chose to stay for not one night, but two whole nights.

    I have attached the registration card, folio, and email correspondence to this complaint to further cement our case against this attempt to defraud us of the room charges Mrs. ***** is responsible for.

    Finally, I must reiterate, we are a small business. We are not a big corporate chain. We are upfront about all of our policies. The guests literally have the opportunity to read them thoroughly and plainly prior to even being issued a key card for the rooms. If a guest is unsatisfied with their accommodations and wishes to cancel, we allow them this opportunity if their concerns are within reason. I shouldn't even have to explain how incredibly unjust it is to take a business's room out of inventory knowing you are unsatisfied when the business could have simply rented this room to someone else who would had a more enjoyable experience.

    We will not be issuing a refund of any kind on our behalf and will respond to any disputes sent from her credit card company in a similar fashion.


    Consumer Response /* (3000, 7, 2022/10/18) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Per Booking.com one of the ammenities, which the hotel must have provided was Hot Tub. which the main entrance under the wooden sign that states office, is closed off and there was no sign on the other door or at the desk, and all pictures to the room I stayed in do not show the walls,except for the one above the bed. Remodeling is fine even great for that matter but any business should be upfront with that at the time, and a poorly remodeled room, and with toilet moving, dirty base boards, And according to Booking. com I had until Midnight of 10/6 to cancel, and Riverchase charged my card hours prior to that. I would have been out $190 had I chose to cancel, until that money was refunded which can take anywhere for 3-10 days. False advertisement, non working ammenities, disgusting rooms, poor house keeping is why a complaint was filed. It is not about the money for a refund, more about the poor business practice. Even a small business should take nothing but pride in their establishment, which I do not see that in this case. I have stayed at dozens of Hotels/Cabins in the smokies over a 20 year period and I have never been disatissfied. And I have paid way more than what Riverchase charges.


    Business Response /* (4000, 9, 2022/10/18) */
    This is incorrect.

    As previously stated, Mrs. ***** was unhappy with the accommodations and chose to stay for 2 nights. She signed a no refund policy at the point of the check in.

    We have a sign directly at the front desk showing the hot tub is closed. As I have stated previously, there is no mention of our hot tub online anywhere because of this issue. Why would we want to lie to a guest and then force them to stay? It makes zero sense.

    We are very upfront about all of our policies. Mrs. ***** simply wants to be refunded for the entirety of her stay after she chose to stay for two nights in a hotel she was unhappy with. We cannot and will not agree with issuing a refund for this under any circumstances.

    I ask for this case to be closed as we are not going to agree. Mrs. ***** has probably already filed a case with her card issuer and we can submit all the proper documentation to merchant services when we receive her dispute case.

Riverchase Lodge is NOT a BBB Accredited Business.

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