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:12/17/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Stayed in villa *** for my families Christmas and had to spend time killing cockroaches not to mention the worry of packing them back home with us and had to throw away a lot of our food due to this . Also was in hot tub at water park and it was filling with cold water of which the life guard told us they do that if there not busy . It’s not our fault the paying customers that are there . Also was told skating was open til 10:30
  Only for it to be closing at 9 . Spoke with a front desk manager upon checkout got refunded for the skating package $34.99 and $75 off the $643.45 we paid to stay for only 2 days ! I’m not satisfied with that amount of a refund That math ain’t mathing ! Some may not think roaches are a big deal but when my granddaughter is woken up by one crawling on her face NO !!!! As much as they charge ppl to stay there there should not be roaches !!! We killed 9 that we saw in a matter of about 2 hours so I can only imagine . There should be pest control weekly or after each stay or something this is unacceptable ! Gave the worker 3 baggies with the roaches we killed and also have a video of them crawling on the walls and counters ??????????????

  Business Response

  Date: 12/17/2024

  Guest reported the issue with the roaches to us and we immediately offered to send Maintenance to address the situation. The guest was compensated with a 30% discount ($75) on the night the issue occurred. The guest did not utilize their ice-skating passes. Against policy but due to the roach issue, a refund for the passes was issued. We do not add cold water to our hot tub and the claim made by the guest regarding staff saying that we do cannot be confirmed. In total, the refund amount issued to the card on file was $114.10.

  Business Response

  Date: 12/18/2024

  We will issue a refund for the second night of the stay in the amount of $302.34, on top of the $114 already issued. Please allow 10 business days before the refund reflects back into the account (per financial institution policies which vary). No further compensation will be offered.

  Customer Answer

  Date: 12/19/2024

   
  
  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,
  
  
  
  Rose J****

• Initial Complaint

  Date:12/02/2024

  Type:Product 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.

  11/29/2024 the date of complaint
  
  I approached the front desk concerning a cashier and manager in the Outpost store. They were extremely rude to me, when I asked for a receipt. The cashier member refused to give me a receipt and I ask for a manager. The manager, Kristy or Krystal Legg was her name.
  When she comes in the store she yells ma’am to get my attention, instead of walking to me and speaking to me, I walk over and explain my concern and she is extremely smart. At that point I said, you know you all are very rude and I don’t appreciate that, then I told them not to worry about helping me, I’ll find someone else to speak with on how I am being treated, Ms. Leggs response was well no one else can help you. I ask her name she throws an ink pen across the counter towards me and then takes her name badge off and holds it up towards my face to show me. I couldn’t catch the first well, but the last was Legg. My family and I approach
  the front checkin desk and I’m explaining what happened, while explaining the situation to the supervisor, four customers, that I have no idea who they are, walk up to myself and said hey those two staff members were in there talking shit about you. They started talking about you the second you walked away and then they started talking about you, to us customers.
  I looked right at the supervisor and I said do you see what I mean. At that time the supervisor called Mike to come to the desk.
  I hate to see anyone fired but what happened tonight was extremely unprofessional.
  I am amazed how those two employees are so rude and feel that it is okay to talk about guest to other guest in the store. When it is guest who help support their pay. Most people would be thankful to have a job.

  Business Response

  Date: 12/07/2024

  I have been able to make contact with Stephanie Moore. We have come to an agreement that she will receive a gift card in the amount of $150 to use on a future stay. 

• Initial Complaint

  Date:10/13/2024

  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.

  The staff/ life guards were very rude to my significant other our kids in which one had autism. They through us out without a refund. The manager working on 10/10/24 would not let my significant other in the room to let our kid with autism get his medicine or inhaler which caused him to have a panic attack. I want to have someone call me or my significant other and explain why they acted the way they did. I did get very upset and verbal with a lifeguard after repeatedly blew his whistle and pointed right at our kids face demanding they be faster getting out of the pools which was very disrespectful on his part. The kids are 8 and 9 so they can't move as quickly as an adult getting out of water. Please reach me at ***** ********

  Business Response

  Date: 10/16/2024

  This incident involved physical activity against one of our employees that resulted in law enforcement's involvement. Ultimately, Mr. ******* and his party were evicted from our resort. We do not refund guests that are evicted from the property due to their own actions or behaviors. Our decision was based on his conduct towards our staff, which became unacceptable and contrary to the safety and comfort standards we maintain for all guests and employees. We
  remain committed to evaluating our guest service strategies and are always open
  to constructive dialogue to prevent such occurrences in the future. Further, we
  attempted to reach out to Mr. ******* directly to express our commitment to
  resolving the issue amicably but we terminated the conversation after threats of legal action by Mr. *******. We
  deeply regret that the situation escalated to this point and have since
  reviewed our protocols to ensure staff interactions are carried out with the
  utmost professionalism and empathy.
  
  

  Business Response

  Date: 10/22/2024

  We sincerely apologize for any distress the family
  experienced during their visit, especially concerning their child with autism.
  It is our aim to ensure all guests feel welcome and accommodated, and we regret
  that this was not reflected during their stay.
  
  On October 10, 2024, there was an incident that
  unfortunately escalated, leading to the involvement of law enforcement. Our
  staff is trained to prioritize guest safety by enforcing rules, but we
  understand the need for these interactions to be handled with care and
  sensitivity.
  
  Following the complaint, we made an effort to contact Mr.
  ******* to understand and address his concerns. We acknowledge his decision to
  pursue legal remedies; however, we are still willing to discuss the matter
  further if he chooses to engage with us directly.
  
  Please know that we are reviewing our staff training
  protocols to ensure a more sensitive and understanding approach in the future,
  especially in handling diverse needs such as those of children with autism.
  
  Again, we apologize for any inconvenience caused
  and appreciate the opportunity to address this matter. Should Mr. ******* wish
  to discuss this further, please feel free to reach out to us at *************

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 family and I visited from 5/26-5/28. The reservation was under my sister’s name, but the card used ending i* **** belongs to me. I called and believe this matter was escalated to management, but I have not received a call back at this time. Attached you will find our original reservation showing the amount due at booking along with the amount due at check in. I've also attached the receipt confirmation we received for the initial payment. Prior to arriving, we called to add another adult and were told the cost would be an additional *** to be paid at check in. However, at check in I was asked to pay *******. I am not sure where this difference came from, but it was not clearly communicated at all and paying almost **** more is not sitting well with me. I would appreciate it if someone would look into this matter and assist with a refund.

  Business Response

  Date: 06/26/2024

  Resort management attempted to reach *** ********* numerous
  times regarding this issue but was unable to contact her at the number provided.
  The statement was reviewed and an error was found. Resort management did make
  the correction and refunded **** to the card that was on file for the
  reservation. Ms. ********* did call the resort back and speak to a guest
  services supervisor on 6/11/24 and was informed that the refund was issued to
  the card on file which belonged to her sister. Ms. ********* did advise they
  would work it out between themselves and the issue was resolved.

  Customer Answer

  Date: 06/26/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint I* ********, and find that this resolution while not 100% accurate is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Danielle *********

• Initial Complaint

  Date:05/31/2024

  Type:Product 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.

  Hello, My name is Kristina *******, My family and I stayed at your resort on 5/20/25-5/23/24 in room ****** The reservation was under my husband Jeremey *******, and there was 7 of us total. We had several issues during our stay that I’d like to bring to your attention. 1. Being that we thought we were getting a handicap accessible suite, and while it was some what accessible, the walk to get to and from our room was horrible. My father in law is physically disabled and had a very hard time making it to and from our room, as well as my handicap son (long distances are super hard for him.) 2. We were woken up two mornings in a row at 7:30 am by the sound of your construction workers banging on our roof, and making all sorts of noise. We were all exhausted and not super thrilled by being woken up that way. And 3. The master bathroom smelled so bad that we were barely able to use it.. The smell was of something rotten and we had to keep that door shut the entire stay and limit its use. All this to say, we take a yearly trip to wilderness and have never had such a bad experience. We were hoping that maybe we could find a resolution to these problems, as we have hopes to return again next year if we can figure out a solution.

  Business Response

  Date: 06/05/2024

  Kristina ******* and her family were on property with family,
  and we have spoken with another member of the party who had also paid for the
  trip. Compensation of **** in the form of a gift card has been agreed upon as a
  resolution to the issues, which were not brought to our attention until after
  the family had departed the resort.

  Customer Answer

  Date: 06/06/2024

  Proof that my husband and I did in fact pay for the room and the gift card was sent to the wrong person.

  Business Response

  Date: 06/12/2024

  I have attempted to make contact with Mrs. Kristina ******* via email and phone to discuss how we can correct this for her. She has not answered or returned my efforts.

• Initial Complaint

  Date:05/09/2024

  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 fiancé and I stayed at the River Lodge with my 3 children as a gift for my oldest daughter’s 11th birthday from May 5-8th. While there, all was great, except on the day we were packing up to check out, my fiancé went to grab a cart to load our massive amount of luggage. I was brushing my teeth when I heard a knock at the door. I peeped in the hole, and to my horror, my 1.5-year-old baby was on the hip of security. I was extremely shocked & upset. I thought he was with my daughter in the living room watching her phone. I didn’t know he had gotten out. His father had pried the door open to bring in a luggage cart, or perhaps he opened it himself because the door handles are very low, and the handle mechanism is so easy even the littlest walkers could open it. We usually use both deadbolts, but as I said, we got busy. I didn’t even see him go out. This all had to have occurred within a 10-minute timespan. I assure you, if I had known he wasn’t with his sister in the living room, it wouldn’t have even taken that long. I am very thankful to the gentleman for being there and bringing him back to us safely, and I explained the situation to him & I expressed my gratitude. However, he was very unsympathetic & cold about it. He made me feel like I was the worst mother ever. He was so harsh. He told me he was about to call CPS. He took down my baby’s name, and took a photo of fiancé's license. Mistakes happen, and I am not perfect by any means. I completely acknowledge that I should have been more attentive to prevent the situation. It was a really big eye-opener and a parenting lesson I will NEVER forget. I must say though, I didn’t deserve to have CPS thrown at me. If I had been intoxicated, or had some other red flags that would warrant a CPS call, I could see it. He knew the situation & still chose to make a bad situation way, way worse. I am a human being. I love my children & I would usually never make such a stupid mistake. I was in shock, I forgot my son’s glasses. I went to the front desk to tell them about the glasses & I decided to tell them what had happened. Do you know how embarrassing it is to not be able to control your emotions in public in front of strangers? Well, now I do. I tried to hold it together, but his comment crushed me into pieces. They immediately knew who he was, they agreed it was uncalled for & said they would speak to security about how to handle these situations in the future (bc let’s be honest, my baby isn’t the 1st or the last to do something like this). We are capable, attentive, parents who made a mistake amongst the chaos. Please tell your employees to have a sympathetic ear. Get a feel for the situation before they make assumptions or pass judgment. Thanks for taking the time to read.

  Business Response

  Date: 05/09/2024

  We received correspondence from this guest regarding the incident mentioned in their complaint. We have attempted to reach to the guest out but with no success as of yet. We have investigated the situation, and it has been addressed with the appropriate leadership and staff.

  Business Response

  Date: 05/09/2024

  Resort Management spoke with guest today and appears all was discussed and settled on May 9, 2024. 

• Initial Complaint

  Date:04/01/2024

  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 booked a room Jan 17th and paid a **** deposit with the River lodge. My cousin decided she wanted to upgrade to a cabin. So, I called and upgraded to a cabin. The **** deposit held the cabin for us. The day of the trip I was unable to go so we switched the reservation in my name and added my cousin. I asked if we can move the deposit to her name on her card. They told me they’d do that at the resort and didn’t need her card over the phone. A week later I saw they had charged my cousin the full rate of the room but also still charged my card ***** I called. I was told they’d process my refund in 3-7 days. It’s now March and I called back and was told I would not receive a refund. So, at this point you’re literally stealing my money. The room was paid for. The deposit was charged to my cousin and also to me and you’re refusing to refund me ******

  Business Response

  Date: 04/01/2024

  Senior
  Resort Manager spoke with Ms* ***** on 4/1/2024 and reviewed the issue at hand
  with her. The matter was resolved and Ms. ***** was refunded the ******* back
  to her MasterCard.

• Initial Complaint

  Date:11/20/2023

  Type:Product 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 family planned a trip to wilderness at the smokies on friday 11/11/23-11/12-23 ... When we woke up the next morning to check out i had bumps on my arm and also asked my children if something bit them and they said yes .... we all had bites on our arms when we woke up that morning... i went down to complain to the manager and they asked if i needed a first aid kit and sorry they will go inspect the room..... They called me back a few hours later and told me they "didnt find anything" which is complete BS ..... i had to take all my laundry home and leave it outside til everything was prorply washed so i didnt bring it home. IT WAS FROM THIS HOTEL all 4 of us woke up with bites. The lady said it could had been a misquito, NO it was not i know the difference and there is no misquitos even out we all were covered up because its like 30 degrees outside. The place is nice im very disappointed wish this didnt happen but im disappointed in how they handled the situation as well. Very unproffesional

  Business Response

  Date: 11/22/2023

  We have attempted to reach the guest, Tara L***** at the
  phone number on file but were unable to connect with her. We have left a voicemail
  for the guest explaining that we are investigating and will reach out once we
  conclude our investigation, along with our contact information. We will update
  guest once we conclude our investigation into this matter. 

  Business Response

  Date: 11/28/2023

  From the professional inspection from Orkin Pest Control, there is no indication of any pests found within unit #****** The letter from Orkin is attached to this response. At this time, we have concluded our investigation into this matter. We would be happy to provide these results to the guest, Tara Le**** if she would like to reach out to the resort directly and ask to speak with a member of management. 

• Initial Complaint

  Date:07/18/2023

  Type:Product 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.

  We planned our first family trip after my husband's parents passing to get away with my family and my sister in law's family, we had 6 kids in total. We were separated on arrival and the next day they made accommodations to move us next to each other. We notified front desk that we had a refrigerator FULL of groceries around $400.00 worth. They instructed us to leave them in the refrigerator while our room was being prepared and they would allow us to get them when our new room was ready and housekeeping would be notified to not remove the groceries. We got notice our room was ready so we went to the old room to get our groceries only to find all of it had been thrown away!!! These groceries were bagged up in Kroger bags and was obvious these weren't for trash! After a long conversation at the front desk they were able to recover some of the groceries and only give a 100.00 gift card (after going to the desk a second time)for onsite over priced food!We purposely rented the kitchen to feed the kids on a budget! We had to buy a lot of our groceries again because once in our room and trying to cook more and more was missing!! Quite frankly we gave up dealing with a manager that gave no care to rectify the situation besides a lousy gift card and was told they do not give refunds. Had they gave refunds we would have left. They have lack of communication in this resort and the attitude of oh well on the situation $100 don't come close to what we lost. Fun place with bad customer service. Really was hoping they would have made it up but failed to!

  Business Response

  Date: 08/03/2023

  After multiple attempts to contact the guest at the phone
  number on file and leaving voicemails, we have been unable to reach the guest
  to try and come to a resolution on this matter. We are happy to have the guest
  reach back out to us at their convenience to speak with a member of our resort
  management team. Our resort management team can be reached directly at (**** *********

  Customer Answer

  Date: 08/10/2023

  This company did not leave a message bc my voicemail has not been set up and also I work 12 hrs a day so kind of hard to talk during my work shifts 

  Business Response

  Date: 08/11/2023

  We would be happy to attempt to reach a resolution with Ms. ******* Please reach out to the resort directly at ***** ******** to speak to a
  member of management or send an email to info@************************** with the best phone number to reach you as well as a good time for us to reach
  out.
  

• Initial Complaint

  Date:05/22/2023

  Type:Product 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.

  The room we stayed in had bed bugs.

  Business Response

  Date: 06/02/2023

  Wilderness at the Smokies has received this complaint and is currently investigating. 

  Resort Management has attempted to reach out to the guest at the phone number provided. A voicemail was left with return contact information. 

  Wilderness at the Smokies was unaware of this situation until now. We will update once the investigation is concluded. 

  Thank you for your time and patience. 

   

   

  Business Response

  Date: 06/06/2023

  As shown in the attached document, Orkin did a full inspection of the guest unit and all findings were negative. 

  Guest was informed by phone conversation of the results of the Orkin inspection. At this time, due to the negative results, we have not offered a refund or compensation of any kind. 

  Customer Answer

  Date: 06/07/2023

   
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  ******* ******