We booked a 3 bedroom cabin online to share with another couple and two children during spring break with Sleepy Bear Cabins. It was required that we pay for 1/2 of the cabin charges up front, which I paid online, using my debit card. Upon receiving email confirmation that payment had been received and the reservation had been made, I realized they had booked us for a 1 bedroom cabin. I then called Sleepy Bear Cabins to explain that this wasn't the cabin we wanted and perhaps there was a computer glitch or something that caused it, but we still needed the 3-bedroom cabin and wanted to change the reservation to what we had requested from the onset.
I was told by a young girl over the phone there would be a price increase. I explained that I understood, however, I needed to know the price of the cabin to share with the other couple we are sharing with to be certain it will fit within our vacation budget. This young girl was unsure of the price difference and because she was confused it was becoming a very lengthy conversation during working hours, so I suggested she call me back as soon as they figured out the amount. They never returned my call.
That evening I called again a manager took over the call. After explaining once again what had happened, she shouted, "You ain't getting your money back!" I said, "Whoa! I don't necessarily WANT the money back, I NEED to know the price difference and switch from this 1 bedroom cabin to the 3 bedroom cabin I requested in the first place." She then shouted at me again, insisting that I had booked a 1 bedroom cabin and I wasn't getting my money refunded - talking over everything I was trying to explain and hung up the phone on me. I called again... When the young girl answered the phone I said I need to speak with the manager again and I heard the manager in the background shouting, "HANG UP THAT PHONE!"... To which she did. I called a third time.By this time I was angry. When the young girl answered the phone she didn't bother to answer with "Hello", instead she said, "If you ever call here again we are calling the police and when you come here to get your cabin, bring a lawyer - you're going to need it cause we have one of our own." then hung up once again.
Needless to say, by now I was furious! I called my husband who suggested we call Visa to stop the payment from going through, but it was too late. They had been paid for that reservation the day before this occurred. While I was calling Visa, someone from Sleepy Bear Cabins called my husband and said, "Your reservation has been cancelled!" Then hung up on him, leaving him unclear if we had been refunded the money we paid for the deposit or not.
I tried calling again and they would not answer the phone. My husband finally was able to get through the following day and they said they credited our charge card.By the following week, it showed in our bank account as a credit.
I must say that I have visited the Smoky Mountains several times. Every visit has been nothing short of spectacular and the people there are incredibly friendly, courteous and have exhibited overwhelming hospitality. I was very disheartened with the way we were treated by Sleepy Bear Cabins and I assure you that we will NEVER do business with them again! I would recommend everyone else think twice before doing business with them either.
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