I reached out to your company multiple times asking to speak to a manager. Poor follow up by management and poor customer service will ensure that we spend our money elsewhere.ĭuring our 6-night, 7-day stay, there was construction for approximately 12 hours every day with the exception of the day we checked in (Sunday). I simply asked for 25 percent off of a future booking. Approximately 42 percent of each day was disturbed by loud construction. They didn't deliver anything close to that. Their website offers a feeling of seclusion in a quiet mountain setting.
#Elk springs cabin rentals series#
After going back and forth through a series of text messages, their final compensation offer was approximately 15 percent off of the booking. I repeatedly asked for management to call me. She stated that she told management that there was nothing on the website about the construction and asked them to inform potential guests. Within a reasonable amount of time, she called me back and told me that management stated there was nothing they could do. She stated that she easily heard it in the background and would forward our concerns to management. When I called ESR to complain, a very friendly lady told us that she didn't have any information regarding construction near us. For approximately 10 hours a day, we heard nail guns, lumber being dropped, a boom lift beeping throughout the day, loud hollering, saws, etc. There was a new build cabin approximately 30 yards from our front door. The next morning, the construction crew arrived. We wanted to start our peaceful, relaxing vacation. ESR was made aware and quickly offered to send the cleaning crew back out. There was also a slight cleaning issue (used bars of soap left in the bathrooms and soiled towels left in the tubs and showers as well). There was a delay with checking in and that's understandable. We were booked there from XX-XX-XXXX until 11-05-2022. This was our third booking with ESR properties, our second at this particular cabin (The View). We are requesting that BBB assist with our request. They have chosen to refund only 2/3 of our payment and in the form of a future credit.We have appealed this decision.
#Elk springs cabin rentals full#
We believe we should have received a full refund for ESR not delivering a livable facility. We told them this was unsatisfactory and informed that we would be departing cabin for home. On the second blackout, the heat pump failed to restart.
By 7:00 am TVA had instituted rolling blackouts. but the rest of the cabin continue to cool. We improvised by going out into the wooded area to find suitable materials to construct a fire. Plenty of wood was available, but no kindling or combustible materials were available. It was then that we decided to build a fire in the fireplace. This was verified by worker sent for bathroom that we had properly set the heat. They advised us to be sure thermostat was sitting on EMER heat. Before the worker arrived, we noticed that the cabin temp was quite cool. At about 4:00PM, my wife sent a text msg to ESR that the Master Bathroom was not working (no water flow). On 12/22/22, we arrived Gatlinburg and were informed our cabin rental (533 Geneva DR) was ready and available. We believe that ESR failed to provide satisfactory product. We'd be happy to dispatch housekeeping should a guest encounter these items. During the welcome call we did not get any adverse feedback on this until checkout. The guest before and after your stay did not report any similar issues and our QA inspectors did not either. We do strive to keep the cabins as clean as possible for check ins. We have 24 hour dispatched maintenance and housekeeping. A common issue is the curtain not being inside the tub during use causing water to splash out onto the floor and then it leaks to the lower level. We tested and retested the shower and jacuzzi several times and it didn't leak. The water leak you experienced was due to the shower curtain not being tucked into the shower. Noon is not customary for any of the vacation rentals nor hotels in our area. In regards to checking out the standard in the smoky mountains is 10am, which is the same time we offer. We do tell guests to plan for 3pm but we can't guarantee a 3pm check in, however, we do normally issue our door codes by noon for most check ins. We had a guest that would not leave the cabin prior to your stay causing a delay for our cleaning crew and a slightly later than normal check in for you. ******, we do apologize for the inconvenience during you stay.
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