Aunt Bug's Cabin Rentals

Stayed at Bearway to Heaven #1318 on 5-25-18 thru 5-29-18. Possibility the worst customer service I’ve ever had. Arrived to the cabin with it being in disarray. Trash not taken out, trash bins full outside, comforter and sheets all smelled like charcoal, hot tubs had suds in the water floating around looked like the last tenants took a bubble bath in it. All none of the amenities like games, juke box and arcade worked as they advertised.
I called in regards to it and got blown off time and time again. Stayed the night because there were no other hotels available due to it being Memorial Weekend. Woke up to cook and the stove cooked uneven and burned all of our food. And still on the second day not one attempt was made to correct any of issues. Talked to 6 diffent people before talking to a manager. Ms Bowers. And the managers don’t come in till like noon and none of the receptionist will get anything done till they get a manager involved. I called again and again even went down to the office and said they had no records of service request or issues with our cabin and they said we declined service to be done to the cabin. Clearly that’s not the fact! I wanted the issues to be resolved the first day. Are you kidding me!!! What a joke. Didn’t get to talk to so called customer service manager Steven till the 30th after I got home and I had to call them to talk to a so called manager to get the mess resolved.
Well kind story short. No refund, didn’t care and said he would mail out a Voucher for a one night free stay and still was never received after 24 days of the last correspondence with the management office. What a joke. Definitely poor lack of support and could care less how the owners keep their properties because they just manage them. No refund, and was never given a call back after all my calls to them during my stay. Never stay at Aunt bugs!!! And they clearly never read what recents tenants say about the property.

Pavement to our rental was so uneven with loose gavel on roadway, out tires kept spinning out. The drive was extremity steep. Much more than expected. Every time we left the drive the bumper bottomed out. After two trips the bumper was cracked, scratched and popped out. The engine protector broken. NOTHING in the description gave a warning. When I contacted customer service they said, their was nothing they could do. Beyond telling me to angle my van into the drive. Hard to do when you're spinning out and rolling backward. In addition, the renter insurance wouldn't cover damages or early check out. DON'T RENT FROM THIS COMPANY.

Awesome time with family and friends. Clean and convenient to everything. We had games for the kids and plenty of space. Check out Bird's Creek Mansion. It was unbelievable

Terrible customer service. They gave us the WRONG CODE for the alarm system.
We rented "Bearly Mine" in October 2014.

Pros:

1. The cabin was spotless. We've rented 20+ cabins over the years, and this was the cleanest we have seen.

2. Hot tub was clean, private and working properly.

3. Plenty of parking space off the road.

4. Very quiet area except as noted in #1 below.

Cons:

1. Upon check-in (4pm) they gave us 3 codes. First was for the gate to get into the community. Second was for the keyless entry to the cabin. Third was for the alarm system. They gave us the WRONG CODE for the alarm, so it was set off 30 seconds after entering the cabin. It was so loud I had to walk up the road 50 yards in order to hear them on the phone. They just kept telling me to enter the same code. It shut itself off after 15 mins. Soooo, we though we were safe. Not so. At 3am, the alarm set itself off again. No idea why. Guess what? They don't answer the phone at 3am! Neither does the security company...got their number off a sticker on the front door. Lights came on in all the nearby cabins. Sorry, nothing we could do. Had a nice visit with a local police officer who arrived just after the alarm shut itself off again. Went to the office 1st thing the next morning. NO apologies, NO offer of anything to compensate us for a lost night of sleep. They gave us a different code to try out on the alarm. Really? Try it out??? They called us later and gave us a 3rd code for the alarm, and said it was our fault that the alarm went off because we didn't disarm it! What??? They have us the WRONG CODE to start with!!!!! Terrible customer service.

2. Bring your own lights. Seriously. It's impossible to use the kitchen at night unless you do. The cabin is very dark even with all the lights (few of them available) are turned on.

3. No place to hang your clothes. There are no closets.

4. No latch on the 1/2 bath door or bedroom door, and the doors don't stay closed by themselves.

5. Gas fireplace was not turned on. We stayed the 3rd week of October. Fireplaces are supposed to be working 10/1. Nobody at Aunt Bug's is paying attention.

6. Water...if you can call it that, was cloudy, brown and smelly. We're used to well water at rental cabins, but this was really bad. Filled the bathtub and it looked like a muddy pond. You couldn't see through 3 inches of water. Fortunately we had read earlier reviews on the cabin and brought a filter for drinking water. In six days, we ruined the filter cartridge that should last a month.

7. We were advised by the nice officer (mentioned in #1 above) that we should not leave valuables in the cabin when we were out for the day. The reason cabin owners are adding alarm systems is that cabins are being broken into, and thieves are stealing flat screen tv's and renter's laptops & other valuables. It didn't matter that we were in a gated community. Nice. He said take your valuables with you. They will be safer in your car in a parking lot than in your cabin.

With so many rental agencies in the area I just don't understand why Aunt Bug's/Acorn Cabins is still in business. I certainly won't ever rent from them again.

We asked for a refund of the 1st night's stay through the BBB, because we got no sleep that night. They refused. They said they do not offer refunds for "malfunctions" such as with the alarm system above. The alarm system did NOT malfunction. It worked perfectly. They gave us the WRONG CODE!!!

Major safety concerns.

Safety concern #1: If power goes out to the area, the gate to the community is inoperable. There is not a manual override. When we lost power due to a downed power line, we tried to head into town but were trapped inside the gated community. Although ours was not, in the event of crisis, emergency vehicles would be unable to gain access to the properties and residents inside could not leave for help. I called Aunt Bug's to ask for assistance and was told, "Sorry. There's nothing we can do. You'll just have to wait it out."

Safety concern #2: The upstairs carbon monoxide detector went off on our second morning. We contacted Aunt Bug's, who said the gas had been turned on to the fireplace that week and there was legitimate cause for concern. They sent a maintenance worker to the cabin while we were out. The upstairs detector was removed entirely and a different detector was installed downstairs. When we called to see if there was a gas leak, they were unable to answer our questions. We slept with the windows open.

We arrived late and had no trouble accessing our keys from the overnight lockbox. We received a phone call early the next morning telling us we needed to come to the office to sign our contract. When we arrived, they wanted to see several documents that were still in the cabin - a 25 minute round trip drive from the office. It would have been courteous to let us know we needed those things in hand. In general, customer service was poor.

We have no complaints with our cabin itself. Cabin 112: Bearly Mine was impeccably clean. I've read horror stories of bugs and spider webs, but we had no such problem. It had a nice pool table, foosball table, hot tub, jetted tub, loft, air mattress, futon, deck, rocking chairs, wifi, and charcoal and gas grills. There was plenty of space for our family of five.

This cabin rental company is a joke and should be shut down. Do not ever use them we stayed in one of there cabins from a Sunday to a Thursday and it was so nasty. We complained but they didn't care. 2 out of the 3 rooms the Jacuzzi tubs did not work not not mention they are wired up to a outlet box just lying on the floor under the tub with no gfci. 2 rooms smelled like straight urin and the 3rd smelled like sewage. The kitchen sick leaks, 1 of the decks safety railings was falling down so they put 2 rocks under it as a fix. The front railing going up the stairs was about to just fall off. The deck by the pool had the safety railing completely rotted out. The fire place did not work half the lights in the cabin were burnt out. A window was busted and the glass is just sticking out of it plus there are mice in the air ducts. We also found bugs in the ice from the ice maker. I have pictures of everything and video.

The cabin was full of spider webs and dust. Old thick spider webs were around the windows, doors , blinds, closet, and every light fixture. Before we unpacked I used the broom to clean as much as possible. The Jacuzzi had a gross white residue on the sides and bottom. We stayed in Moonlight ridge 162 in November.

We checked in on Christmas day and there was only 1 pillow in the whole cabin that slept 6. And that pillow we found shoved behind one of the beds. We asked for more pillows and we met someone to get them. Our jacuzzi was filthy with a nasty smell to it. We went to the office the next day and they were out of the cleaning tablets that go in the Jacuzzis. They did nothing about it being dirty so we didn't use it our whole stay. Upon checking out we complained to one of the ladies there and she accused us of taking the pillows. I was mad and told her I have never stolen anything in my life and not that it mattered but had just gotten back from a deployment overseas and as a soldier there is no honor in stealing. I went as far as telling her we could go out to our car and unload it so she can see we had no pillows stashed anywhere. Of course she said no. I checked out and was shaking because I was so mad. It ruined our vacation. At least the last day of it and we went home angry. They were rude and the place was filthy. Only plus side was that it was cheaper than any other place at the time.

This company is not recommended. The cabin (afternoon delight) had not been cleaned properly, there were dust mites, dust in the door jams, dishes were put up dirty, the sheets on the bed were not cleaned and had hair all over them, the ceiling fan in living room does not work, the mat going out the bedroom door slips out from under you and my husband almost fell. I contacted the company the next day, they kept making excuses and defending the cleaning crew. They don't wash the comforters maybe every quarter which in my opinion is disgusting. I called before arriving because I had read the contract about stopping by the office to make arrangements to get code to door and take care of going to office the next day since we were not getting in until midnight. They assured me that would be fine. Did not realize they gave me code to lock box at office another thirty miles away after going to cabin. I specifically specified that is not what I wanted to do and they said not a problem just send them card and dl picture and they would take care of it. This is the worst company to deal with for a cabin. I have leased/rented all over the United States and never had issues like this from one company.

Aunt Bug's Review



Going to rent a cabin in the Pigeon Forge/Gatlinburg area? Do yourself a favor and contact Aunt Bug's Cabin Rentals. Our family has stayed with them twice and loved our experiences. Very friendly and professional staff. They work hard to make your vacation wonderful. We live in Arab, AL and would stay at Aunt Bug's more often if it was only closer to us. Our most recent stay was at the Catching A Falling Star cabin. A quiet and secluded 3 story chalet. There is 1 bedroom, 1 full bath and private deck on each floor. What a wonderful layout for a large family or even three couples. There were 5 tvs, dvd, pool table, hot tub and fully stocked kitchen.

If I could give this company a zero I would! Horrible customer service. Has my reservation mistakenly canceled by employee. When I called I was apologized to an it was reinstated. Employee later lied that it happened but I had proof. Gave us wrong info about the lock on property. Tub didn't drain properly. Shower curtain had crusty scum on it. I photographed. They refuse to honor their coupons. We rented certain cabin for wifi it didn't work. Called to complain about all the issues and received no resolution. I was complete professional with the person who I was speaking (Kerry) and he hung up on me. My husband went to the office to speak to th e manager and pointed out to him that his ploys needed to prove on customer service this employee actually tom an aggressive step toward my husband only to be stopped by manager. No apology from manager. Received a B'S apology next day. Took video of cabin before we left do as not to be accused of anything by this sheisty company. DO NOT RENT FTO. THEM. CHECK OUT OTHER COMPLAINTS ON THEIR FACEBOOK PAGE.
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wish I had read these b/f staying at this place, particularly the one about the cleaning ladys sons being sent in. Upon check out I left my wedding rings and jewelry on a table in the bedroom. 3hours later I realized it & called and was given the runaround, finally I went to the office and was told the jewelry was not there. The manager declined to accompany me to the property to show him where I'd left the jewelry, he said it was my fault for wearing that value of jewelry on vacay and that his employees don';t steal & likely someone in my party stole it. Reading the review below about the cleaning ladys sons being sent in confirms my theory that these people have no idea who is going in and out of those cabins to clean. I have lost something that is irreplaceable to me and they treated me like trash, no sympathy, no help, just rude, nasty manager. DO NOT RENT FROM THESE PEOPLE.

We really enjoyed our stay! The cabin was amazing~ Pictures did not do it justice!

We stayed in the creekside tranquilty #365 it is a beautuful cabin we seen wild turkeys in the yard every morning great place to stay

We began our vacation with the intent of spending a great time together as a family in a beautiful cabin. After 14 hours traveling with a little girl and a baby, we arrived at Aunt Bug Cabin Rentals/Acorn Cabin Rentals. When we checked in to our cabin Fox on the Run 278. Gatlinburg, we were told we had to wait two hours because it was being cleaned.

We made the best of it and decided to go check out the town. Two hours later, we went back and we were told the cabin was ready. We hurried excitedly only to find dirty sheets, food in the refrigerator, dirty bathroom- a dirty cabin. Two hours wasted. Unacceptable. We called the "Aunt Bug Cabin Rentals/Acorn Cabin Rentals" agency and we were told the cleaning person was on her way. They had told us it was ready!

Around 8pm, two young men showed up, apparently the cleaning person’s sons, and they told us their mother was never told to clean the cabin and was in another state at the time. We had to take some clean sheets and deal with the fact that the cabin was not getting cleaned. Moreover, after this ordeal, during our entire stay, nobody called to ask if we needed anything or to make up for this disaster.

"Fox on the Run 278” needs to re-examine their hospitality skills, because they ruined my vacation and my family’s. I have never had such a bad vacation.

If you have a family and wish to go to Gatlinburg, consider this review. We had been saving and planning this vacation for a year and it was a complete disaster.

Do not waste your money!!!! Bathrooms were filthy, called and complained to which nothing was done. No refunds but they offer coupons for your next stay?? Really, like I would want to rent from them again!!!! I had to buy bleach & scrub pads to clean bathrooms before we could use them. Pipes were rusted and water was brown. Hot tub did not work! Please make sure to check all reviews for this place!!

DO NOT stay at ANY cabin affiliated with aunt bugs. Horrible experience. The cabin was so nasty. I don't think they ever cleaned the cabin. Their cleaning people had swept the dirt from the floor under the rug. Their customer service was so rude. We had a horrible time with them. We had to wait 5 hours just to get the cabin checked before we could get our deposit back. Do not go through aunt bugs go somewhere else. I wish I would have.

DO NOT rent from this company! Terrible customer service, the cabins are dirty and if you complain and they move you to a new cabin, it will be worse than the first one!!

Wow Brian. Way to validate all the horrible customer service reviews!

I too, was not impressed with Aunt Bug's Cabin Rentals. Apparently you have only 2 hours to report anything wrong with your cabin or you get no refund. At least, that's what our paperwork said. We were not told about this when we checked in. We DROVE from Montana to Tennessee with 2 small children ready for a week long stay in the mountains. It's funny that it's a 2 hour window which is barely enough time to check everything out once you get up to your cabin. What if you don't notice it in your paperwork (because they certainly don't tell you about it) and you decide to grab some food before you try to navigate up to your cabin? Our complaints mirror everyone else's. Dirty, filthy cabin. Ants in the kitchen, hot tub not working, dirty dishes stacked up in the kitchen cabinet. Not worth the money. Definately not renting through these people again.

This company has the absolute worst customer service I have ever dealt with in my life!!! I booked a trip in January 2013 for a vacation stay in August 2013. Three weeks after booking our tip, my husband was laid off work; they would not let us cancel! They still had 6 months to rebook the cabin, and they still would not make any exceptions. I did however purchase the trip insurance they sold me for an extra $100; because by purchasing this, I was told I could cancel my reservation in necessary. I was never told about any restrictions on the insurance or rings I would have to jump through in order to get my money back. All I was told was I would get my money back if I needed to cancel. Now, in order to try to get my money back, I have to cancel my reservation, and “APPLY” for a refund, that may or may not be approved. So in the event it’s not approved, I have already canceled, and will be out my trip and my money. I called to try to talk to a manager. I was treated so rudely, I was told by “Steven”, that he did not have a manager, he reports to nobody, and he does not have a last name. He then proceeded to tell me to go ahead and file a complaint with the BBB, because he handles those as well. I have tried to email, call and facebook message Aunt Bugs requesting that an actual manager call me back and have been IGNORED! This is by far the most horrendous customer service I have ever dealt with in my life!!! I WOULD NOT STAY WITH THIS COMPANY!!!