Cabins for You

Elisabeth, we know the situation you encountered at the cabin was so frustrating and concerning, we completely understand your disappointment and sincerely apologize for all inconvenience caused. While the bugs you encountered were discovered to be termites and posed no threat, we know there was an alarming amount of them and we did send someone out right away to address the problem. Unfortunately we were unable to resolve the issue during your stay as this does require the assistance of pest control, and we were able to move you to another cabin for the remainder of your stay. And while we did reach out with an offer of a gift certificate for a future stay in an effort to resolve things, this offer is still available should you change your mind. We again offer our sincere apologies and hope to have the opportunity to serve you with a better stay in the future as this is not the norm for us.

Doneika, we sincerely apologize for the frustration surrounding your reservation, we know this was so disappointing and we are so sorry this situation happened. Unfortunately, our payment security protocols caused your initial transaction to not complete due to a discrepancy with the billing address. We were happy to hold the reservation for a period of time while we worked to identify and resolve the issue, but were unable to hold the reservation for as long as requested without any payment. As we advised, the funds were not taken out and any temporary hold done by the bank typically returns on average 5-7 business days after the initial hold. This is facilitated by your bank, and we do apologize for the inconvenience this caused. We're sorry to hear you felt that you weren't a priority, we certainly value all our guests and have made management aware of your comments so we can address this, as it is concerning. We appreciate your honest feedback, and sincerely hope to have the opportunity to serve you better in the future.

We want to assure you that we do understand and empathize with your concerns, we know this is a difficult and challenging time for everyone. We are doing our best to protect our guests, cabin owners, and employees during this unprecedented time, and we are currently bending our policy for stays affected by the current national crisis to offer a gift certificate in the full amount paid, including fees and taxes, or the option to move dates so you don't lose anything. We do encourage guests to purchase cancellation protection and trip insurance, as most situations are covered by one or the other. Since cancellation protection was not added to your reservation, we advised you to contact the insurance company as they would make a determination on an available resolution. As stated in our cancellation policy, in the event of an Act of God or weather-related event, Cabins for YOU will assess the situation and form a proprietary plan of action to address affected reservations. Unfortunately we are unable to offer refunds right now, and in this case, upon review of your reservation by management, we were able to move your reservation to July of next year as requested so you can safely travel. We sincerely apologize for any inconvenience this situation may have caused, and hope to serve you better in the future.

Sean, we do apologize for the frustration caused, we know this is a difficult time for everyone and we understand your concerns. We encourage guests to purchase cancellation protection and trip insurance to aid in unexpected situations, and we are doing our best to protect our guests, cabin owners, and employees during this unprecedented national crisis. If an event such as an Act of God or weather-related situation occurs, even when any tier of cancellation protection is purchased, Cabins for YOU will assess the situation and form a proprietary plan of action to address affected reservations. Unfortunately, refunds will not be issued due to these events, and we will work to reschedule affected stays for alternative dates or offer gift certificates for the full amount paid. We will still honor these options for you if desired. We are receiving new information every day, and are doing our best to again protect everyone involved in the best way possible. We understand your frustration, and hope you'll be able to enjoy the Smokies in the future.

We completely understand your frustration and empathize with your concerns, we know this is a difficult time for everyone in light of the national Covid-19 crisis. We are doing our best to protect our guests, cabin owners, and employees in this unprecedented event, and unfortunately at this time we are not offering any refunds because we do reserve the right to deny them due to an act of God or weather related situations. We do encourage guests to add cancellation protection and trip insurance through various avenues, as most scenarios are covered by one or the other. However, in light of the national concern, we are currently bending our policy for affected stays to offer a gift certificate in the full amount paid, including fees and taxes, or the option to move dates so you don't lose anything. We sincerely apologize for any inconvenience caused, and do hope you you'll be able to return to enjoy the Smokies in the future.

We can certainly understand your frustration as we know this is a difficult time for everyone. We encourage all our guests to add trip insurance and cancellation protection to their reservations to aid in unexpected situations. And while this was not completed, we are currently bending policy to offer additional options to guests to help. While we understand these options did not meet your expectations, we are doing our best to protect not only our guests but also our cabin owners and employees. We are so sorry for any inconvenience and hope that despite this experience, you will continue to visit the Smokies in the future regardless of where you choose to stay.

Ricky, we are so sorry this happened, especially around the holidays. We know receiving the news that your cabin has a safety hazard and that you could no longer stay at the property must have been so frustrating. Not to mention, you had already booked attractions. While we understand this upset, the safety of our guests comes first. We do appreciate your feedback and have made every involved department aware. Unfortunately, we were unable to move cabins during this time, and we know this was only further upsetting. Again, we do apologize and hope you were able to enjoy your holidays despite this occurrence.