Casago review: We booked the Honey Bee Cabin but could not stay in it because it had human waste spilling out of the basement toilet, onto the floor.

On 11/16/25, we reserved The Honey Bee Cabin located at 3212 Steeple Way, Pigeon Forge, TN 37863, for Thursday, January 1, 2026 through Sunday, January 4, 2026 (Confirmation # P116WKYF) for a total of $1,557.55 which was paid with our Visa Card. This is a three-bedroom, three-bathroom cabin which was going to fit our needs. We rented this cabin so we could celebrate Christmas with our two sons and daughters-in-law and four grandchildren ages 0, 3, 7 and 10. This cabin was rented online through Vacasa.

On 12-1-25, we received an email stating: As we previously communicated, the management of The Honey Bee in the Smokey Mountains has been transitioned over to Casago Smokey Mountains, effective today. (This was the first time we had heard or read this information). See attached email.

On December 23, 2025, I sent an email stating that I just wanted to make sure that everything was set for this reservation for January 1-4, 2026, to which I received an email right back stating, "I'm happy to confirm your reservation for January 1-4 is set." We will send check-in instructions one day before your arrival. On 12-24-2025, I sent another email asking if we decided to stay an extra day, would it be possible to extend our stay. On 12-25-2025, I received an email back stating, "yes, we can certainly check on extending your stay by one day if you decide to just let us know as soon as you know for sure." (see the attached email.) On 12-28-25, my husband made reservations for one night, 1-4-26 at The Walden Hotel in Pigeon Forge so we didn't need to extend our stay at The Honey Bee Cabin.

On Thursday, January 1, 2026, we received two emails with our check-in information from Casago. We drove by 3212 Steeple Way, Pigeon Forge around 2:00 pm when we arrived in town from Ohio. A Vacasa vehicle was in the driveway (we figured they were still cleaning the cabin) as check in wasn't allowed until 4:00 pm. We came back to The Honey Bee Cabin after 4:00 pm. Our son, who had arrived a few minutes before us, met us at the door stating he had just arrived and the lower level smelled of sewer. I went down and looked and it appeared that the toilet had overflowed as there was evidence on the toilet as well as the floor. The floor was dry, but sticky. The shower had a used washcloth in it and some kind of lid and appeared to be dirty as well. (see attached pictures)

I went back upstairs and called the Casago number [protected] which was listed on the counter. No one answered the phone when I called. I then called the Vacasa number which was also listed on the counter (but was crossed out) [protected]. Some one answered and said they could no longer help me as the cabin was no longer their responsibility. (even though I had made my reservation through them and paid them). I then tried to call Casago [protected] again, and again no one answered. My daughter in law then called the Vacasa number back and asked to speak to a supervisor as we had paid Vacasa and wanted our money back. The person she spoke with kept saying he could not help us but would give us the Casago number that we had already tried to call numerous times with no answer. He was very rude to her and did not help or let her speak with a supervisor. My daughter-in-law then called the Casago number listed on the

internet and was advised to call The Casago Smokey Mountains. I did receive a text message saying "Thanks for calling Casago Smokey Mountains we are currently experiencing a higher-than-normal call volume. For fastest assistance please reach out to [protected]@casagosmokeymountain.com and also leave a voicemail.

I then left a message explaining the situation as well as sent a text stating I needed someone to call me back immediately as this was unacceptable, and we wanted another rental or our money refunded. I left my phone number and stated this issue was too much hassle to discuss through text. I then received another text stating"Hello, can you send us all the photos from the phone number you call please. (I then sent a copy of the phone numbers listed on the counter, as well as the pictures I had taken of the bathroom). I immediately received a text saying "sorry about that, is it dirty? I sent another text back stating"Yes, did you get the picture I sent you? It is not clean and this is unacceptable. Then they responded "we received the photos; we are contacting our cleaners about this. I then sent another text stating"You need to call me now. I tried to call, and you did not answer. I received another text stating "Hi there! I apologize for missing our call. We're currently receiving a high number of calls, but we are doing our best to send the cleaners back. I then sent another text (as no one would still call me back) that stated we had left the cabin and would not be returning and that I would be contacting my credit card company to dispute the charges. Immediately I received a text stating"we're ab out to send the cleaners though."I sent yet another text stating we have already checked into a hotel for the night and that we would not go back to that cabin. We had to pay an additional $593.02 to get three hotel rooms to accommodate our three families.

On 1-1-26, by husband, sons and daughter-in-law and I went online to try to find something that would accommodate all of us in one house/cabin. We found a house through Bear Camp Cabin Rentals (Tranquility Hollow). On 1-2-26, my husband and I went to Bear Camp Cabin Rentals located at 3354 Parkway, Pigeon Forge, TN 37863 rented it for three nights for a total of $1,1180.07. We explained our situation to the office staff, and they provided us with the phone number and address of Casago Smokey Mountains. We immediately went to the Casago Smokey Mountains office where we spoke with Amy Pressley Onboarding Coordinator: [protected] and explained our situation. She tried to call numerous co-workers, but no one would answer her calls or was willing to help her either. I sent her pictures of the bathroom. She advised that I should write down what happened and email it to her and she would take care of it. I asked her if she thought we would get our money back and she stated"yes." She gave us her phone number and email address so that I could call should I have further questions.

On 1-6-26, I called the phone number that Amy Pressley had given me: [protected] and received no answer. I then called the phone number that Bear Camp Cabins had given me for Casago Smokey Mountains: [protected] and asked to speak with Amy Pressley. They advised that I had the wrong number and provided me with Amy's phone number: [protected] which I called. Amy advised that she had received numerous emails from me and had passed them along to customer service. She asked if I had heard

back from them, and I told her that I had not heard back from anyone. I advised her if I did not hear back from someone within the next couple of days, I would be contacting the Better Business Bureau and my credit card company in regards to getting my money back and the type of service I have received.

This situation not only cost us additional money but took time away from our family Christmas.

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