Our family spent thousands on our once-a-year vacation, bringing 13 people (ages 5-70) to the Smoky Mountains. We arrived after an 7 hour drive to a cabin with no running water—no toilets, sinks, showers, or way to cook 500 in groceries. I immediately reported it through calls, texts, emails, and the app. Instead of sending maintenance, we were told to troubleshoot the property ourselves. After 5½ hours, we were told water restoration could take days and were initially told we could walk across the road to use the bathroom. Only after insisting were we moved around 11 p.m.The replacement cabin had AC issues, followed by a power outage. We lost the equivalent of more than two days of our vacation dealing with maintenance and customer service.The cabin itself was clean, quiet, and beautiful. The problem was the property management and host's response.The host offered only about a 10% refund, and this was after a week of texting, calling, emailing and messaging. This was also after multiple attempts of resolution.Families deserve better support when something this serious happens.