Cabins USA Reviews

What was your weekend like?
We rented a cabin for the weekend with cabinsusa.com. With COVID-19 in play we could not take My son to Great Wolf lodge like we usually do so we decided to rent a cabin with its own indoor pool in pigeon forge TN.
My son has been asking about Great Wolf for months and we kept telling him we were going to go to a place where he would get his own pool to himself. He was very excited.
The drive up was not fun. Waze brought us through numerous tight back roads that the rain made that much less appealing. When we got to the complex with the unit it was a trip up unbelievably steep hills with single lanes and blind curves. We were very happy to be at the cabin and decided we were not leaving for any reason.
So imagine our disappointment when we got there to find the pool was half full. There was a hose running from outside into the pool room propping the door open. The room was cold and the pool was half full of cloudy water.
We called maintenance and about 2 hours later they finally showed up. Guy was nice enough but not much he could do. He estimated the pool would be up to the filter by maybe midnight. The system would then run and then clean and heat the pool.
The pool was not up to the filter by midnight. It was not full after letting it run all night. So looking at a pool 3/4 full of cold cloudy water we called cabinsusa agian. I asked if they had another cabin with a pool we could shift to. He said he’d call me back in 15 minutes. An hour later he called back to say no they did not.
So we packed up and left. I told cabinsusa that I had no intention of paying for this trip and was met with talk of well maybe there could be a partial refund.
To their credit they did let me know later that evening that they would refund 100% of my reservation. But that doesn’t change that I spent 4 hours in a car only to have to turn around and head home the next day.
So I’m still pissed. My son was a champ. He did not fixate on the pool or that we couldn’t use it. If he had it would have been even more of a nightmare.
And all it would have taken was a phone call. If you told me ahead of time that the cabin was not ready I would have been upset but I would have understood. I might have even simply tried another week. Cabinsusa refunded my money but that is the very least they could have done and even that I had to make a stink about to make happen.
So that was my experience. The pictures below are the picture from the brochure and what we actually got. I’m glad to be home but what a miserable way to celebrate my sons 6th birthday.

Upon arriving to our cabin on 10/30 - the cabin was unclean, unsafe, and not as described. Customer serviced would not fix Upon arrival at A Mountain Escape on 10/30/2020 we immediately found the cabin which was advertised as being located in "tranquil wooded surroundings" was just steps away from a busy highway with 45mph traffic. The stairs to enter were uneven and unstable, the staircase inside had loose spindles and could not be enclosed accessibly with a safety gate, so we were unable to use half the cabin with small children as they could slip through the spindles.. When I called customer service they would not assist me but assured me a manager would call back, we left to grab dinner and await the call. When we went out to our car we discovered other vacationers staying in a different Cabins USA cabin loudly engaging in sex outside. We called the company to complain again, they again promised a manager call back, they did not provide an address or phone number to file a complaint with the police. The manager never called. That evening exhausted with no options we came back to our cabin to be harrassed and yelled at by the same vacationers as earlier from their cabin. We began to unpack only necessities in hopes we could get a refund and find acceptable arrangements the next day. We discovered the bathroom and bedrooms were in unclean condition and documented in photos. The sheets had clearly not been changed and the bathrooms had hair in the tub from the previous tenants. The upstairs bathroom had laundry lint and messes on the floor and was also obviously never cleaned. Absolutely despicable in the middle of COVID-19! We went by the office in Pigeon Forge on 11/1 again, to request help, again we were promised a manager that never called. After leaving on 11/7 I have reached out numerous times and been hung up on, and had no phone call returned ever. We are not picky travelers, the cabin was missadvertised, unacceptable, unsanitary and unsafe. We will now be reaching out to the Tennessee Attorney General to file a consumer complaint and calling the Sevier County Health Department with our documentation if we do not receive an immediate response and refund for our exhausting, miserable stay where we were never accommodated, and treated poorly. I hope that Cabins USA sees the importance of responding. We never would've requested a full refund but the complete lack of communication and unwillingness to resolve anything in any way has been disgusting and added insult to injury. Nothing less than a full refund, and assurance that sanitation issues will be addressed to be made acceptable and safe, and the advertisement corrected to no longer reflect "tranquil wooded surroundings." is acceptable at this point. This cabin should not be inhabited. If the maid - Genesis actually ever comes out to clean, she should be fired or given strictest training. It was filthy and especially unsafe during a pandemic when cleaning protocols are supposed to be at their most stringent.