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:11/05/2024

  Type:Billing 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.

  They allowed me to book a cabin rental for 12/28/24-12/31/24 and then the next day they let me know that they do not allow check in/out on holidays(12/31) after the cabin was booked and cabin fees collected. Could not answer my question as to why those dates were not blocked and the charges that were supposed to be refunded have went through on my credit card and are not showing reverse charges even when I contacted the credit card company.

  Business Response

  Date: 11/05/2024

  Tell us why here...Thank you for reaching out and sharing your concerns. I sincerely apologize for the disruption to your vacation plans. I understand how frustrating this situation must be for you.
  
  I’d like to clarify that our company prioritizes our employees' need for time off with their families. We only close on major holidays: Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day. Unfortunately, glitches can occur with third-party booking systems, and I apologize for any confusion this may have caused regarding your reservation.
  
  Regarding your refund, I can confirm that the amount of $574.71 has been processed on our end, which is a full refund for our portion. Please allow 3-5 business days for this refund to post to your account. For any additional funds related to your booking, I recommend contacting the third-party provider directly, as they will be able to assist you with the remaining charges.
  
  Again, I apologize for the inconvenience and appreciate your understanding in this matter. If you need further assistance or have any other questions, please feel free to reach out.

  
  

  Business Response

  Date: 11/13/2024

  Please see receipt attached saying that the refund has cleared to your account. As far as the VRBO fee that has to be refunded from their system as we do not have access to their system  

  Customer Answer

  Date: 11/14/2024

   
  
  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,
  
  
  
  Scott *****

• Initial Complaint

  Date:09/26/2024

  Type:Facilities 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 recently stayed in one of their cabins in Gatlinburg. Upon coming up the drive there was a hole so big it was difficult to avoid much less going at a sharp incline. There definitely was not room for three vehicles as advertised on the site. Thankfully the other couple backed out because I am unsure what we could have done. Also the moss was so thick on the drive our tires spun on it. It was so tight and slippery that both our vehicles were damaged during our stay there and have to claim on insurance. The upstairs bathroom toilet had issues and the sink would not drain. Paint was peeling badly off the ceiling as well. The wifi had to be address by maintenance, so they made two visits just for those things. The light in the kitchen was a crap shoot whether or not it would come on and we had to mess with it each time. Even made coffee in the dark one morning because it would not budge. They listed several free coupons for events that did not match what they actually offered on their site and we were not able to use any because they were things we would not go to. The amenities were not accurate and we could not use the pools because they were closed for the season and it was 80-90 degrees out. There was a strip of step that was broken and definitely a trip hazard or possibly cut someone. The shower curtain was stained which I am sure was urine due to the proximity to the toilet. I am unsure how maintenance can avoid seeing these things each time and keep renting the cabin out. A complaint was made and no one came to fix the giant hole in the drive. Nor did they offer any kind of apology or compensation for anything. Yet it keeps getting reserved????? It wouldnt pass inspection if it were selling because its unsafe! Terrible terrible! I have attached SEVERAL pictures. My hopes are that no one else has this experience ever! And would like some kind of compensation. They never came to fill that hole at all and strolled by all these issues that they know.

  Business Response

  Date: 09/27/2024

  Good morning we apologize that your stay was less than you wanted or expected. However we have never had a complaint about not being able to get three vehicles to the property. As 2 usually park at the top and one parks at the bottom. Moss can be high in this area due to the fact of all the trees in the area and rain so the sap does come off on to the roads and driveways. We are under the understanding that maintenance did address the toilet issue and the WIFI issue.  As far as the pools they are like any community pool open from Memorial Day to Labor day no matter the temperature. The Free tickets are however are handled by a third party and they should have explained the tickets you were eligible for and let you know there was going to be a charge if any. As far as the pot hole in the drive way those require a contractor and owner approval. So that takes time to get fixed however Gatlinburg does inspections on a monthly basis and they have not failed. The light bulb was loose and was replaced along with the shower curtain. We do however apologize for the inconvenience of your stay but we do agree with the compensation you are asking for . 

  Customer Answer

  Date: 10/02/2024

  Upon filing this complaint it was discussed with me by your agent that no compensation will be sent.  I would like to add that this business is lying when they said that they need a contractor to fix the pothole.  Please see attached photos of another person that filed a complaint about the same issue. They did nothing and am sure plan on doing nothing but cheating people out of their money. I am not done by no means with this complaint with the BBB. This is appauling that people are getting taken advantage of and they are getting away with it and nobody is doing anything about it.

• Initial Complaint

  Date:04/17/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Advertised new hot tub in the cabin, hot tub was broken, no reasonable compensation offered.

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service 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.

  See attached correspondence and feel free to contact me to further clarify.
  Reasonable and acceptable credit of *****

  Business Response

  Date: 01/12/2024

  I hope this email finds you well. I am writing in regards to a complaint lodged by one of our guests who recently stayed at one of our properties. The guest has expressed their disappointment with the cleaning team's late arrival when we tried to explain to the guest that high turn over season sometimes causes a delay and we even offered their cleaning fee back. The guest denied the cleaning fee and was very disrespectful to our staff and the way he spoke to them when they were only trying to help.

  
  Firstly, I would like to apologize for the inconvenience caused to the guest due to the delay in the cleaning team's arrival. We understand the importance of having the property cleaned and ready for the guest's arrival, and we apologize that we did not meet their expectations.
  

  However, I would like to mention that the cleaning team did a very thorough job, and we appreciate their efforts. They will be returning tomorrow (Sunday) morning to address the garbage left outside the house, as well as the hot tub and gas grill. Which the guest demanded a specific time and however they have a specific route they have to take they did however return to the property and finish the next day. 

  Regarding the plumbing issues, we take this matter very seriously, and we assure you that we will address these issues as soon as possible. We understand the inconvenience caused to the guest due to the inadequate water pressure and the clogged shower,. However there were 3 full bathrooms in the property and only one was having an issue. That property is on city water we also reached out to the water company and was told the low water pressure was due to a water main break and was in process of being fixed, In response to this we reached out to several plumbers who in turn were all closed due to the holiday. 

  
  Once again, I apologize for the inconvenience caused, when trying to explain to the guest again the guest was rude and disrespectful and would not allow us to get a word in, however we are declining the claim of refund and we have also received a Credit card dispute which was also denied.  

  Business Response

  Date: 01/22/2024

  WE HAVE REFUNDED THE ADDITIONAL ****** HAVE A GREAT DAY

  Customer Answer

  Date: 01/25/2024

  
  
  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,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/14/2023

  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 made a reservation through VRBO for a cabin managed by Bear Tootin. The policy was clearly described as 100 percent refund if I canceled by July 14, 2023. I canceled on July 13th due to family medical situation and Bear Tootin has used my credit card to charge a **** “cancellation fee” that clearly violates the rules of my reservation.

  Business Response

  Date: 07/14/2023

  We clearly list out cancellation policy on all of our listings. I have copied it below as well as attached a screenshot. We apologize if you did not read the whole description. 

  "Cancellation Guarantee: allows you to cancel your reservation for any reason up to 7 days prior to check in and receive a full refund (minus the vacay protection fee)" 

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I Solely chose this particular rental because of their 100 percent refund up until July 14. I cancelled on July 13. You can’t send an agreement after I book saying there is a cancellation fee and rely on it. Also, the company can not provide anything posted on VRBO saying I would owe any cancellation fee especially not something as ridiculous as ****. Bear Tootin is adding contractual terms after the agreement. I always read everything carefully as an attorney and have used VRBO for years. This shady company is the first to do this type of shady busy practice.
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 07/18/2023

  We do apologize but according to all responses that were sent to the guest it states in several different areas that the Vacay Protection is Automatic and non- refundable. All emails sent between 6/4/23 and 6/28/23 guest view all emails as you can see by attachments added. We tried to explain this to the guest and they would not allow us to explain that they have viewed all emails in correspondence. 

• Initial Complaint

  Date:02/21/2023

  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.

  I booked a cabin for February 18th-20th. Upon arrival, we discovered the cabin was without electricity. The entire meter was missing. We called the office and were told that a tree had fallen on it and it wasn’t supposed to have been rented out. I already paid upfront for the cabin. They offered another cabin for $450 more. We didn’t have many other options in the area, just about everything was booked, and I had sustained an injury earlier in the day from a skiing accident. We agreed, the lady at the office said if we contacted management on Monday we would be eligible for a refund. We only received a partial refund on the $450. The company put us in an uninhabitable property. They should be responsible for the cost difference to the property owner. This was a clear bait and switch.

  Business Response

  Date: 02/21/2023

  Good morning, We apologize for any inconvenience this property was supposed to have been fixed by the electric company and we was not informed that it had not been completed. Guest were upgraded from a 3 bedroom to a 5 bedroom. As we had several rentals that weekend we had limited options and that was to move them to a cabin that was open with a little more cost or completely refund their money and have them find other options. Refunds take 3-5 business days to process and for the concern and safety of the guest we moved them to a different cabin. Guest called back on Monday and we did however refund them a portion of the additional amount even as they did utilize the entire property for the entire stay.