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Cabins of the Smoky Mountains Gatlingburg Falls ResortVenture Resorts Filthy, Hazardous, Terrible Customer Service, Dishonest Company Gatlinburg Tennessee
On 4/16/17 I checked into the Eagle's Nest cabin. After settling in and using the shower, we noticed an extremely strong odor that smelled like raw sewage. Two of our guests became ill from the smell, and I contacted Customer Service who replied with "that was supposed to be fixed". This tells me this was a known issue, and due to this, they immediately offered to move us to a new cabin as this one had a sulfur leak in the water line.
We attempted to obtain a cabin that offered the same features as this one, however were limited due to availability and their inability to use common customer service skills. There were no cabins available matching the amenities that we had, except for cabins with more bedrooms. We were advised that we could not be moved to a larger cabin, even if it had the same amenities, because they would be losing money. They told me if I wanted to move to a larger cabin, that had the amenities I booked, I would need to pay the difference- which was quoted to me as over $1000. I spent over an hour trying to get them to understand I wasn't trying to get a larger cabin, but rather, the amenities I booked (king beds and jacuzzi rooms). Unfortunately they booked me into a new cabin that they said had those amenities, and turned out to not have them. Of further concern however is that when we checked into the new cabin (6 hours later), we were greeted by finding the doors wide open, tv on and several maintenance issues. There were smoke detectors hanging from the ceiling, wires hanging from the ceiling, a broken door that did not open to get outside from the bottom level, and a flooded second floor with wet carpet on the first floor as well. We immediately called customer service who sent over a technician to remove the water from the flooded HVAC unit. This was around 8:00PM, however the individual sent advised he didn't get his HVAC certification until next week, so he was limited with what he could legally do. It was 11:30 before another person arrived with a shop-vac, and that person woke my children by sucking water from the wall until almost midnight. Nothing was done for the flooded carpeting, and we were left to walk through it in order to get to the bedrooms upstairs. We called management three times trying to reach a manager, and when we finally did, she stated she had no idea any of this happened - and no one had told her about it (even though they said they were taking my messages). She stated that we breached contract by leaving the first cabin that smelled like sewage (even though they gave us no choice but to leave that cabin), and that the current issues were not a health hazard so she was not going to move me again. She stated that I was under contract with the privately owned unit, and that these were issues that could be fixed. She stated that they would immediately send over someone to shampoo and dry the carpets, since I advised I was traveling with a very young 1 year old who still crawls. I waited two hours, and still - no one showed. The carpets remained saturated on two levels, the cabin smelled foul from the wet carpet, and the customer service was non-existant. Natalie advised that she "may" issue a credit at the end of my stay "depending on the remainder of the stay", but she could not state whether or not I would for certain receive a credit. She did however continue to firmly state that she would not be moving me because that would give me "an option to say I didn't like something about the other cabins, too". I advised that this was not me 'not liking' the cabins, but these were genuine health issues and hazards. I paid nearly $1500 to stay in this cabin, and we literally could not walk across the carpets without water covering our feet. I have videos, I have call records, I have photos and an entire trail of this situation. I reported the business to the BBB and they responded with an entirely different story about the first cabin, stating maintenance came out AFTER I called and they then determined there was an issue and moved me. This could not be further from the truth. Additionally, they state that had I asked to move from the second cabin that was flooded (which they referred to as a minor water issue), that they would have moved me. However, I asked Natalie multiple times, and she firmly stated no. I responded, "So essentially I am stuck in this cabin?" And her response was "yes, these are issues that can be addressed." I threatened to stop payment, and her response was "that's your choice". They literally left us with no options and flat out refused to help, however when contacting the BBB, they change their story to say they offered to help.
As I mentioned, I have photos, videos and call evidence to prove this company is lying. They also stated that they have called me to rectify the situation and I have been unresponsive. I can also show that I have called this company at least three times, and I have not received a call back during the requested time (after 4PM). I would encourage everyone to stay away from this dishonest company, and to spend your money elsewhere in Gatlinburg. There is a reason this company operates under several different names.