Lacey Walton

Dec 2, 2021

Horrible Service

***Long Post Ahead*** I am normally not this type of person, but I have HAD it with Turnkey Renal Company! It doesn’t really matter the price, but we spent over $2000 to book a cabin in Gatlinburg through Airbnb for a week (13th-20th). Monday night…as I was studying for finals…I get an email from Turnkey Rental (the actual rental company that “owns” the cabin) not Airbnb, that states they have cancelled our cabin!!?!?? IM SORRY WHAT?!?! On the same email, they listed 3 other cabin options supposedly “comparable” to our original cabin. However, the only cabin comparable to our original booking (in size), was 30 miles from downtown Gatlinburg. Our original cabin was 3 miles…HINCE WHY I BOOKED IN SEPTEMBER & and was willing to pay a little more!!! However, I went ahead and booked that option, in fear that we would not be able to book another cabin. Also, the email stated that if the 3 options weren’t comparable, we would get a 100% refund. As soon as I got that email, I got on the horn to figure it out!!! Call #1 at 7PM Monday night…they were SUPPOSED to book the new cabin….WAS NOT DONE! So I call back at 7AM on Tuesday morning for call #2 to figure it out…again. They go ahead and book the new cabin. I only thought it was over. An hour later, the other couple going with us, notice on the Airbnb listening for the new cabin…that it states…***ABSOLUTELY NECESSARY TO HAVE A 4 WHEEL-DRIVE TO ACCESS CABIN IN WINTER MONTHS!*** So, here we go again…at this point I just needed to cancel and get a 100% refund. #1 because I don’t do scary driveways!!!! #2 especially not with babies going #3 because if we get stranded due to ice/snow…we can’t/won’t walk 30 miles to downtown with our kids! Not happening…. So now, call #3…I state that I wanted to just cancel and told them that the info about the drive, should have been provided to me, because I would have never* booked that second option!!! I told them I wanted a full refund…I was then told “oh, we don’t know if we can do that since you already decided to book another option.” We then were told we had to go through Airbnb themselves. So here we go…get on the phone with them and they login to my account and see that on the actual Airbnb site, the cabin hadn’t actually been cancelled…meaning…that they rented the cabin to another guest, NOT THROUGH Airbnb, and cancelled ours since ours was through a 3rd party. And by them sending me a personal email “cancelling” instead of cancelling on Airbnb…they’re ratings on Airbnb wouldn’t be effected! So basically getting us to just trade locations in THEIR system so they wouldn’t have to be penalized by Airbnb for cancelling without a legitimate reason. This made me even more mad…. There was actually more to it….but I’ll spare you. So long story short…after 11 phone calls with Turnkey Rental company and 2 calls with Airbnb and 3 days …we FINALLY have been issued a full refund. Airbnb also had ZERO idea of this issue when we spoke to them the first time…they handled everything perfectly and made sure we got the refund we deserved, I will continue to use Airbnb. So for future reference, we will NEVER use Turnkey again& will advise you not to either!!!