Callaway Gardens

Good Afternoon to whom it may concern, size="3">I have further details regarding this complaint that were not shared in the original document sent After looking into our Reservation System and listening to the recorded calls our research showed showed that the guest made a reservation originally for arrival on 2/20, days prior to the arrival he called and wanted to cancel as the note states, Chanice our Reservation Supervisor told the guest that they would forfeit the deposit as they are within the cancellation period as identified in the complaint Instead of just taking the deposit she allowed the guest to change their arrival date to 3/ Then the very next day on 2/the guest called to try and cancel again however they were told that since they were already within the cancellation period last time and we allowed them to move the deposit that they would forfeit the deposit This was done by one of our senior agents [redacted] After she told them again that they would forfeit they then moved the date a week later again to 3/ They then tried to call again to cancel hoping to get someone new that would do it for them however our system allows for good notes and we record all calls so we again told them that if they cancelled they would forfeit the deposit from the very first time they did it within the day policy so we just move the reservation to We are sticking to our original policy as stated and this guest is just trying to play the system against us by taking what was a sign of good faith by us even offering to extend the reservation out to a more convenient time when we didn't need to even offer thatAt this time, I am very tempted to just cancel the reservation and consume the deposit and let the guest know they can't stay here however I will not do that as we truly want people to enjoy the Gardens, however policies are put in place for a reason as is at any business and we are fairly following it as well as giving flexibility here to this guestLet me know if you have any other questions [redacted] General Manager Callaway Gardens Resort

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

To Whom it May concern,
The guest Ms*** checked in with our property at 10:30am and given her room at that time although our cheis not usually until 4pm unless available. This allowed Ms*** to get settled and explore the Gardens and all offerings from that point
on. On property we have acres to explore with dining options that were open that day within Callaway. All of these are clearly marked on our Map which can be found through our website. Our buildings within the Gardens close at 6pm but we do not force guests out at the time and the that evening we actually even had a special Country Music Concert available to our guests on Robin Lake Beach if an added ticket was purchased. We then have outlets that are still open for Dinner service and our pools stay open until 10pm for guest use. The guest did find a palmetto bug/roach in their original room which we quickly addressed and our Front Desk Agent at that time upgraded their room to one of our bedroom Penthouse Suites complimentary (A value of $more than the $room rate being paid).
The guest then went out and explored the property the next day and decided at 7:30pm to leave. At that point our housekeeping team had left for the day and we were not going to be able to resell that suite. Normally we would charge a full night for a departure at this time due to our inability to resell the room. However due to the guests requests our Front Office Manager *** allowed them to depart and only pay 50% instead of the full chargeOur team and property did not wrong but attempted to help meet and exceed Ms*** demands and expectations. What it comes down to is that our property was not what she thought it was however it is exactly as we advertise and our team went out of our way to assist her with comp upgrades and allowing to leave early with 50% of the feeAt this time Callaway Gardens will not honor a full refund due to the aboveBest,
*** ***

Good Afternoon to whom it may concern,
size="3">I have further details regarding this complaint that were not shared in the original document sent.
After looking into our Reservation System and listening to the recorded calls our research showed showed that the guest made a reservation originally for arrival
on 2/20, 3 days prior to the arrival he called and wanted to cancel as the note
states, Chanice our Reservation Supervisor told the guest that they would forfeit the deposit as they are within the cancellation period as identified in the complaint.  Instead of just taking the deposit she allowed the guest to change their arrival date to 3/5.  Then the very next day on 2/18 the guest called to try and cancel again however they were told that since they were already within the cancellation period last time and we allowed them to move the deposit that they would forfeit the deposit.  This was done by one of our senior agents [redacted].  After she told them again that they would forfeit they then moved the date a week later again to 3/12.  They then tried to call again to cancel hoping to get someone new that would do it for them however our system allows for good notes and we record all calls so we again told them that if they cancelled they would forfeit the deposit from the very first time they did it within the 7 day policy so we just move the reservation to 2017. 
We are sticking to our original policy as stated and this guest is just trying to play the system against us by taking what was a sign of good faith by us even offering to extend the reservation out to a more convenient time when we didn't need to even offer that.
At this time, I am very tempted to just cancel the reservation and consume the deposit and let the guest know they can't stay here however I will not do that as we truly want people to enjoy the Gardens, however policies are put in place for a reason as is at any business and we are fairly following it as well as giving flexibility here to this guest.
Let me know if you have any other questions.
[redacted]
General Manager
Callaway Gardens Resort

I booked the reservation with Callaway Gardens http://www.callawaygardens.com/ for a one bedroom cottage. That is what I payed the $173 for and am seeking a refund. I hope this info helps.

To whom it may concern,
We have been in touch and have issued a check that we will be sending to him for the $125 to refund him for the trip that was cancelled.
Thank you,
[redacted]
General Manager