Cabins USA — Hotel in Pigeon Forge

We rented the "Fireside Retreat" cabin with some friends. We paid just under $4,200 for July 14-18. The photos on the site were impeccable. Unfortunately when we arrived it did not resemble the beautiful cabin we saw on their site. My husband and I arrived first, noticing different things like broken blinds, filthy windows, bobby pins from the last guest I assume, holes in the walls,etc. My husband went outside and noticed the grill was beyond disgusting including food remnants underneath and a large puddle of grease. The porch had never seen a powerwasher and most of the swings were missing off the gazebo with the exception of 2. We went up to the room we picked to start unpacking and we go in the bathroom, holes in the walls and a weird window by the soaking tub that overlooks the livingroom downstairs with a giant cement type board nailed to the bottom half. I go out open the door to our porch and there was some type of wasp or bee nest.||Our friends arrived and they chose their rooms also noticing how disheveled the place looks. The tv in their room did not work at all, the couch on the other side of the house the arm was broken. Dust on top of the bed posts and headboards (four poster type beds) and dust on shelves etc. It was absolutely not what we were promised. The pool had orthodontic rubber bands from braces floating in it which was disgusting as well. Pool table could not play because walls were in the way and air hockey table barely worked as well.||I contacted them the first night we were there by email and the next day I called first thing in the morning. Whitney who was very nice had me respond to the check in email with all the photos etc which I did in a very nice tidy dropbox link because there were way too many to attach. I then got a text from another girl named Brittany and she basically told me they were aware of the issues and they were sending the cleaning company back. A bit late cause all our stuff is already in the cabin and unpacked but whatever. A woman and a young girl came translating for the older woman and said they were there to clean the grill.....they basically threw soapy water on it wiped it for a couple minutes and that was it. Girl said they usually come on sundays but people were here till Monday so they did not come. Awesome well someone I guess just made the beds...were they even fresh sheets? I was even more grossed out. Not to mention the dryer broke because a prior guest guessing a kid apparently shoved hand towels down the lint trap then put the lint trap back in.||Thursday morning, the LAST full day of our trip I was contacted by Amy. She stated that she had been out for the last two days and she was sorry nothing was handled...nobody ever came to spray for the wasp nest which I eventually that night got stung and my hand swelled up from an allergic reaction. She said she was going to handle it and we were definitely going to be compensated and even gave me her direct line to text or call if we needed anything that day.....you guessed it, that was the LAST I heard from Amy. I contacted through text and voicemail a couple times and got nothing all of friday. We left friday morning around 9amish and headed back to my parents in NC for the remainder of our trip for two days. Saturday Nessa called me another supervisor and was very sweet said she was only authorized to refund the cleaning fee. I said it was not acceptable and she said she would go back to them and discuss it again. A few days go by and I hear nothing so I call Amy and of course voicemail so I left a voicemail to kindly call me back because our friends are looking for our refund. One more text a day or two later and still crickets.||In the meantime I got an email from the company to write a review....REALLY? You want ME to write one? Got it. So my husband told me to wait till Saturday and that would be a full week with ZERO communication from Cabins USA. This morning I posted the review on the site and posted two tiktok videos with some of the videos we took of the cabin and the issues. I also called my bank to be sent a dispute form because at this point I was over all the back and forth and empty promises so I am just going to dispute at my bank. My friends shared the videos etc and within two hours guess who I get a call from.... Nessa called me back again very sweet and felt awful about the whole situation. She said she went to the people in charge in accounting and was told only the $500 would be authorized. I told her it was unacceptable and I would just go through my bank from here on out. ||DO NOT RENT FROM THIS COMPANY. They take zero accountability for their properties and multiple times told me they are only the third party rental...not my problem do NOT portray a rental to be what it clearly is not.||I will add photos when I get home from my dropbox and update if this ever...

This review was posted to cabins USA site but it has yet to appear for others to see.

March 14-16, 2025

Bigfoot Lane ( rental name)

This rental was a last minute decision and of the three properties available when we walked into the office it was the only one we thought suitable. I wasn't crazy about the rental as we viewed photos but the agent assured me it was not a duplex but a free standing unit and we would have access to the entire house. He clearly doesn't understand what a duplex is or straight up lied. Not only is it a duplex but it is in a HEAVILY residential community of apartments and duplexes! It was in no way peaceful or relaxing. When we arrived at the duplex the door keypad code did not work. I called the company help line and during a 45 min phone call I was given three more codes that did not work. I was given access to the lock box by the door that held 4 keys. One of those did unlock the door knob but not one would fit the keypad lock. A tech was sent and I will say he arrived quickly and got us inside. When we got inside we could hear a loud buzzing sound coming from the back of the unit where we could see the hot tub I had so been looking forward to and the main reason for renting anything this weekend. The tech went with us and discovered it was not the hot tub buzzing with great alarm, it was the heat pump that sat five feet away on the same patio. He determined the compressor was the problem and to stop the infernal noise it was making it would have to be turned off at the breaker. He did call the company to let them know and a tech was scheduled the next day. No air conditioning in the duplex all night. Windows open and ceiling fans on wasn't the worst thing until all the people around us got home and the noise was incredible. The tech came to work on the heat pump the next day only to determine it was definitely the compressor and he wouldn't be able to get one to replace it until Monday after we were gone. The agency never called to offer a portable air conditioner or even a window fan. The second night a storm with gusty winds forced us to close the windows that were our only comfort the night before. On to more minor complaints. I have rented many places in the Smokey mountain area through VRBO mostly. They have always been stocked with basic kitchen items. Always. Not this one. Not a salt and pepper shaker to be seen or a spatula to flip our pancakes. That may seem like a petty complaint but we had stopped for groceries before going to the rental because we didn't want to leave one settled. I had brought several things from home and would have brought the missing items if it had ever been necessary before. Usually I rent cabins for my entire family of 15 and we have always had basic things provided by the owner/ rental agencies. The rental packet contained a checkout sheet with instructions to take the trash to the dumpster across the parking lot. This parking lot looked like a war zone with craters everywhere but we tracked over and did as instructed. This list also offered a check out by text option which I tried to use and it was returned saying the number was a land line. I called the agency to check out by phone and was finally able to reach someone who assured me they had registered my check out . Shortly after that call I received an email saying I had not checked out and could do so through the email link provided. I absolutely would not return to this rental nor would I recommend it to anyone else. If you are not concerned with solitude, privacy or quiet time stay in a hotel. I am not interested in using Cabins USA ever again and will not recommend the company to...

We stayed in Hickory Splash cabin. Once we arrived we notice the floor wasn’t swept, no biggie we did it our self. Then as we all went exploring the pool code that was emailed to us did not work and had to call to get the correct code. We then turned the temp on the hot tub up for it can come to the 104 it was suppose to be for later use. We then noticed the kitchen level fire pit would not stay lit. And the fire place in the living room did not work as well. Later on we checked on the hot tub cause we wanted to get in, but to our disappointment it wasn’t warming up past 85 degrees!! As we settled in I went to take a shower and all the wash clothes on the upper level was full of hair! Our friends that came with us called the hotline to explain to them our issues. The woman was very rude and unprofessional about our concerns. She said that the fireplaces was seasonal (which we had no idea cause we was never told) but we explained to her that the ones in the bedrooms worked and she said they must have forgotten to turn them off. Next day maintenance guy came out bringing wash clothes that was clean so that was a bonus! But we were told that the hot tub couldn’t be fixed that it could be a sensor. Which is a bummer since that is one of the reasons we rented the cabin! Later that day we decided to check out the indoor pool and wanted to get in. The pool room was not clean. Had hair around the area and an empty shot glass. We got into the pool and it was freezing cold! We was told that the pool was heated! That was not the case. And the controllers to adjust it was locked up in a clear box along with the ac controller for the area. So that was pointless and now we couldn’t use the pool or the hot tub! That was the two things we wanted due to the fact we were doing a staycation at the cabin for 3 days! Later that night when we went up to our room (up stairs) it was so hot! Come to find out the AC does not work. Even with the windows open, my personal fan on high, and their ceiling fan on; at 1:30am the temperature upstairs was 79 degrees. We couldn’t even sleep due to this! Not to mention the tv upstairs works when it wants to which is barely! This cabin was a disaster and we were really looking forward to it due to the fact we never been to anything like this! We even asked several questions in advance about the hot tub and pool. Which we were told the pool stays around 70/75 degrees which wasn’t true and the hot tub was serviced not long ago but yet that was not the case either! If it wasn’t for our friends being there it would had been a boring getaway. Because everything we paid extra for was not working!!! I highly recommend staying away from this place. Seems like they just turn key them without actually taking the time out to check the equipment they provide! This was such a shame cause our friends and us worked hard to rent this cabin and wanted it perfect for their 6th year anniversary and her husband birthday! But yet was a big let down! It’s a shame we paid for this and didn’t get to use it the way we should had! They seriously should refund us some of our money back!

UPDATE: The lady we talked to today was very nice and sincere! She apologized for the experience we had and she made it right! She refunded us $400 and a free night stay good up to one year. She wants to make it right for us and we do appreciate that greatly! Thank you for taking your time out to do that and being professional,...