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.
3450 ParkwayPigeon Forge, TN 37863
From Business: Property Location A stay at Vacation Lodge places you in the heart of Pigeon Forge, walking distance from Patriot Park and Big Top Arcade. This hotel is within cl…
2902 Veterans BlvdPigeon Forge, TN 37863
From Business: We are a family owned company that started the cabin rental company after many years of Cleaning Cabins for private Owners. This will also ensure you that we have…
163 E Wears Valley RdPigeon Forge, TN 37863
From Business: Welcome To East Tennessee Home of the Great Smoky Mountains Surrounded by The Great Smoky Mountains, Pigeon Forge, Gatlinburg and Sevierville, Tennessee is a grea…
4306 Forest Ridge WayPigeon Forge, TN 37863
From Business: Sherwood Forest Resort is a gated community resort offering affordable, luxury log cabins in the heart of Pigeon Forge and adjacent to the beauty of the Great Smo…
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.
Don’t rent from this company!!! I rented the cabin Bear Splash for 3 nights , on the second night staying it started raining heavily and the roof started leaking in several different spots in the upstairs master bedroom and in the living room. Couldn’t sleep for water dripping in the floor all night, our luggage got soaked and had to set bowls on the coffe table to catch the water dripping from the roof!!! Reported it but got no response. On our way home we finally received a call from the rental office but it wasn’t over the roof it was over them saying they were going to charge my credit card $100 for leaving the key on the table. They said that was the only key they had to the cabin so the $100 was for a locksmith! I don’t believe for one minute that they only have one key to a rental property. They wanted to charge me for being inconvenienced to go back to the office and get another key! I told the rude gentleman that if they were going to charge me the $100 for the supposed locksmith that I wanted compensated for them renting me a cabin with the roof leaking!! He told me I didn’t report it!!! LIE!! I reported it 2 times!! Then he told me that maybe we had let water over flow in the bathroom and it was leaking down into the rooms!! IMPOSSIBLE!!! There were no rooms over the ones leaking, just the roof!! Then he told me they called on my first morning staying and I told them the cabin was wonderful!!! VERY TRUE!! But it wasn’t raining yet! After the rain it wasn’t wonderful !!! But guess what? My credit card got billed the $100 but I didn’t even get a I’m sorry from them! Just we will look into it! I didn’t get compensated for the leaking roof and still got charged the $100 This should be illegal to do someone this way! I paid $400 a night to stay in a cabin that had leaks all in the roof, Green stinking water in the hot tub, and honestly a poorly cleaned cabin!
Our experience with Aunt Bug's was not good. The cabin itself was wonderful, but we had a lot of bad experiences that were not taken care of or addressed after the office was contacted. The staff themselves were very rude. Multiple times we called about certain issues and they said they would call us back and they never did. Finally we went down to the office and they were very rude there also and did not get far with anything. Would not suggest renting from them. When we checked in, the code we were given to unlock the door was incorrect. We tried for a half hour and finally ended up calling the maintence department and then had to wait another hour for the maintence lady to call us back. The Maintence staff never changed the code from the previous renters. The fireplace was in season for us to use and when we turned it on, it did not light and everyone got instant headaches. This issue was never addressed. There was also no carbon monoxide detector.
We never got as far a staying. We had checked on line and found a perfect cabin. When we entered the dates we wanted it gave us a price. But on the website I states they had a 2017-2018 special. If you stayed 7 nights you got the 8 th free. They calucaled price did not take that into consideration. When we called a asked they said you had to reserve through the office to get that special. So we asked then what would the price be and it was the same. They kept saying that price included the free night so finally we broke it down for them my their price by night calendar. Then the story was that calendar prices were wrong. When we said we'll that's the price we should get they refused. Overnight they changed their prices and story. In the end they were trying to charge $300 more for our stay than should have been charged.
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.