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Business Profile

Hotels

Lake Rabun Hotel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:12/12/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    As per my reservation confirmation, I called ************, several times on (12/12/22) to schedule dinner reservations, breakfast, and massage times each time no one answered. Later in the day I received a call from the concierge service, part of my reservation request to have free concierge service to help schedule dinner reservations etc. It was not in response to my earlier none-answered calls to the hotel. The Concierge stated she was sorry that my calls had gone unanswered. I informed her of the need to schedule dinner reservations for the December 18th, times for massages and breakfast reservation for the 19th. We started with dinner reservations. To my dismay, I was informed the restaurant would only serving brunch (the change is not noted on the website - or during the reservation submission process) on Sunday December 18. I informed her that the website clearly indicates that dinner is served from 5:30 - 9PM on Sunday's - which is one of the amenities which influenced our decision to make a reservation with the hotel (along with *** Services). I requested cancelation of the entire reservation. The concierge then informed me the Hotel would not refund the deposit, because it is less than 14 days in advance of the reservation date. NO PRIOR NOTICE of the unavailability of dinner was communicated prior to submitting the reservation. Had I known, I would not have submitted the hotel reservation. I had no way of knowing of the change prior to the call with the concierge. The best the concierge would do is offer to send a gift certificate for the deposit. I believe in this instance it seems unfair/poor business practice to retain the deposit, since the cancelation request was less than 24 hours after the initial reservation confirmation and that as a customer I had no way of knowing of the change prior to submission of the reservation. The call with the concierge was the earliest point at which the hotel indicated that no dinner service would be available.

Lake Rabun Hotel is NOT a BBB Accredited Business.

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