ComplaintsforSummit Cabin Rentals

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rented a cabin called Pappy's Peak at the address of 760 Ski View Lane in Sevierville TN. 37876 on 3/18/2023 until 3/21/2023. Checked in at the cabin around 4pm where the temperature at the on the thermostat was set to 60 degrees where outside the temperature was at 46 degrees. So I immediately put on the heat where I started to notice that the heat was blowing out cool air. So I put on the fireplace in the living room. While my kids where downstairs they kept complaining that it was cold in here. So we looked for ticker covers in the cabins there were none. So on 3/19/2023 I call my travel agent who I also book with by the name of ***** and I confirm with her and advised her that the heat is not working in here where she stated that there's nothing that she can do about the and put on the the emergency heat where my husband has already did that and set it 80 degrees and still no heat. Then I advised her that these blankets in here are very thin the she stated that she can do something about that. ***** stated that she will call the office to get some extra blankets. ***** also stated that you know that these cabins don't have good installation where this is not the first cabin that I have rented from them in the cold months where they stayed pretty warm. The temperature on the 3/19/2023 was at 36 degrees and we had a freeze alert warning so the maintenance guy came in about a hour with 4 throws and also brought 2 space heaters. The office was aware of the heating situation but no came to fix the problem. so again we froze another night . So we decided to have all 6 of my family member sleep in the living room by the fireplace for that was the only heat that the cabin provided. Had to take showers where the vent in the bathroom blew out cold air so everyone in the cabin got a cold. We had to use the oven in the kitchen to leave it open to get warmth in the cabin as well. the cabin sleep 10 people but no one was able to use the downstairs it stayed at the temperature it was about 60 degrees like it was on 3/18/2023. So the day we left I called Summit Cabins Rental office and spoke with *** where she advised me that she was going to investigate and call me back. I told her I spent a lot of money on this cabin for it not have any heat and I wanted to be compensated for what I spent in the amount of $767.32. Where she said that they compensated me when they brought the 4 throws and 2 space heater. So I asked for the office manager and they said they will call me back. Waited for her to call me back which she did by the way her name was ****** which she advised me that she was ***** boss I explain the situation to her again she apologized to me and said that there nothing that she can do on this trip and stated that I should of called the office I said did on 3/19/2023 and spoke to ***** how do you think I got the throws and the 2 space heaters. Then she said well there nothing I can do on this trip but on your next trip ask for me for I can give you a discount. At that point I was tired of arguing with the staff and just hung up. What I want is my money back when I signed the contract. When you book with us, you’re booking with a team of people completely dedicated to making sure your vacation exceeds your expectations from the time of confirming your stay until you check out. Any Mechanical Failure will be taken care of if not they will move use to another cabin they never gave us a option we just froze in a cabin with no heat with the coldest night 3/20/2023 with the temperature of 26 degrees. Please help me resolve this issue. Thank you

  

  Business response

  03/23/2023

  We have communicated this with the guest, but at the cabin there is 2 levels and 1 thermostat which is how most cabins are set up.  The lower level was colder so we brought heaters and blankets to try to help.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a stay with summit cabin rentals for march 12-16 2023 at their Along the Tree Top Property. My girlfriend and I arrived march 12 approximately 6pm. When trying to shower that night the water had such a sewage smell that we couldn’t take being in the cabin. We had to open all the doors and windows to breathe. We immediately reached out to summit to ask for a new place. They told us unfortunately they were full and couldn’t move us but they’d send a maintenance man to change the water filters. That did nothing so Jesse told me they would have to install a new water system and that would be longer than the time we’d be there. We stayed 2 nights in a cabin that we couldn’t use the water. Tuesday morning at 8am I reached out to Jesse( a manager that had given me her direct number for this occasion ) she told us to pack our things and get ready to move. By 9am we had packed our things and left the cabin. We had to wait until roughly 2pm in our car because we had no place to shower or brush our teeth. We finally got checked into our new property and the remainder of our stay was amazing. I thanked Jesse for all of her assistance the whole way through. I was very grateful for being moved. Now we’ve check out and left the state and I asked to be compensated for the first two nights of our stay when we were in a home that had sewage water. She informs me that I won’t be getting any reimbursement because the fact that she moved us was plenty. She states that just because the water was unpleasant smelling it was technically not harmful so legally they didn’t have to intervene at all and I should be thankful that she even moved me. I spent roughly $1500 on the Cain alone, traveled out of state to stay with this company, and couldn’t even bare to be in the cabin. I don’t want a full compensation just the first two nights of the stay.

  

  Business response

  04/04/2023

  The guest's cabin was on well water and the water had a sulfur smell to it which is not harmful and actually good for you.  We responded immediately and made every effort to accommodate the guests.

  Customer response

  04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  the business has admitted to needing to install a water system, admitted needing to move me from the cabin 2 days into my stay, and refusing to reimburse. What more evidence do I need? Why is no one helping ?
  
  Sincerely,
  
  ****** ******

  

  Business response

  04/05/2023

  We are no longer going to respond to this as we have stated our position multiple times.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Family rented cabin 12/22-12/24 booked rental, paid yet never received checkin information. Vrbo passed Blame and says Summit has to refund. Summit claims they sent the info and they did not and cannot provide proof of this as there is no record. Vrbo even offered to pay for hotel room since Other family had already made the trip. They refuse to refund which Is stealing

  

  Business response

  03/23/2023

  We have followed up on this now 3 different times with this guest.

  They reserved a cabin and we sent all the information to the email they provided.  These checkin instructions are automatic and we have timestamped records showing when they were sent. Whether they didn't receive these emails due to giving us the wrong email, it went to spam, etc, if they would have called and let us know that they didn't receive anything and need help we wouldve been glad to--but they never reached out until after their trip.

  Customer response

  03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: we booked thru VRBO and contacted them and they offered to put us in a hotel. We have asked them to send proof of emails which they said they could not do. I would like them to provide. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  03/24/2023

  Attached is the screenshots of the timestamped communications with **** *******

  You can also see at the top notes section, we spoke with her on the 14th of December about our cancellation policy for weather.
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rented a cabin, the roads are closed and can not access the rental. We want a refund or to move the dates of our stay. We made it to within a few miles of the cabin, but can't make the last little bit due to ice and a storm. This company will not do anything to help or accommodate. They will gladly take our money and not care after that.

  

  Business response

  01/12/2023

  During the guest's stay there was a snow storm and temperatures in the single digits. We were unable to help this guest as we could not make it to the cabin as well. We do offer trip insurance that would have covered him in this situation which this guest explicitly denied. We were in constant communication with this guest as well as every guest that we hosted during this time. Unfortunately, there was nothing more that could be done.

  Customer response

  01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Summit cabins did not contact us until we expressed our displeasure with them, so that's a lie. They also told us to contact to city/county to ask for a refund because they maintained the roads, but our cabin was on a private road. So I'm reaching out to the private owners of the road to refund us or change out dates to another time. The owner of summit cabins is also a builder of these cabins and rents them, so as the owners I ask them to refund us.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cabin has a roach problem !! Didn't want to spend Christmas in that situation. Also Cabin very neglected and all furniture include bedding needs replaced .

  

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2022/01/03) */ The guest found dead wood roaches in the cabin which are not uncommon in the wood and mountains. The roaches being dead is a result of the pest control that is performed on the cabins each month. When they try and enter the cabin they die after being exposed to the pest control barrier. When the guest called us and let us know, we had pest control at the cabin to assess the situation in less than 30 minutes. Consumer Response /* (3000, 7, 2022/01/04) */ NO I am not happy with Summit's response. For the cost of that cabin it should have been spotless and bugfree. Customer sent some unclear pictures of some trash outside their cabin, bugs and dust. Business Response /* (4000, 9, 2022/01/05) */ The cabin the guest stayed in is less than a year old with brand new furniture and an overall 5-star cleaning rating from other guests. We take great pride in the fact our cabins are well-maintained and cleaned to a high standard. We do not pick up the trash everyday, the guests are directed to give us a call when they need a trash pick up and it is picked up within 24 hours.

*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. ↩