Complaints

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.

• Initial Complaint

  Date:10/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We stayed with you on 10/09 to 10/10 after we evacuated for Hurricane Milton from the ***** **** ******** None of the charges we were charged match up with the confirmation total we were given.
  
  In our confirmation we were told the subtotal was $266.08 with taxes and fees coming to $74.38 and a service charge for $17.99 totaling $358.45. We were then told we would be charged a $50 fee for incidentals that would be refunded if we did not use room service.
  Now in our bank account charges we have charges for:
  $191.55
  $270.39
  $340.46
  $8.10
  and then a refund of $383.10
  
  I called on Saturday 10/12 and was told that the $270.39 charge was our room charge and that there should be two, not one, charge for $191.55 and both would be refunded which does add up with the $383.10 refund.
  
  I was told that the $270.39 charge was for the cottage itself. However no one could tell me what the charge for $340.46 is for at all and then yesterday morning I noticed we received another charge for $8.10 5 days after we stayed with you.
  
  NONE of them match up with what your employees told us we would be charged or what was sent to us in our confirmation email. We were also wrongfully charged for a 2 bedroom cottage. Our room was a 1 bedroom cottage.
  
  On 10/12 I was transferred to several different people and then told a manager would call me back about the unexplained charge for $340.46 but I have received NO return call and when I called back again yesterday I was put on hold for 30 minutes, again transferred to multiple people, and then my call abruptly ended. I have called, emailed, and sent a ******** ******* with NO response.
  
  Not once did anyone even empathize with our situation. We stayed with you for a total of 12 hours after driving 8 hours up and 9 hours back the next day. We informed you at booking and at check in that we evacuated due to the hurricane.

• Initial Complaint

  Date:09/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We reserved Callaway Gardens Lodge room for *** ** ** ***** *** **** **** * ******* *** *****l thru their vendor******** for $941.01 pd thru ******** ******* ** ****/2024. Monday am(9/2) I was having back pain issues and we needed to check out early to return home. I called CG's desk & was informed they had no problem with the shortened stay and would allow refund, however, the stay was arranged thru ***, who would not allow a refund for the missed night. When we checked out later that morning the front desk reiterated the early message.
  On returning home I took up the issue with *** on **** * via phone, who was non-committal but agreed to speak to CG and get back to me. Several days later I rec'd email stating CG would not allow the refund, contrary to their statements to me. I asked *** for names, etc. so I could return to CG and receive their decision. Several emails later I rec'd no information pertinent to the decision and called CG my self **** *. By this time my ******** ******* card had been charged $294.02 additional but there was no explanatory info given. Later I received another email from *** again saying CG would not allow a refund.
  I then spoke to Candace at CG who took my info and promised to research and get back to me. Hearing nothing back I started calling CG back **** *** I left 2 messages several hours apart for Gail W*******(who I was told headed up Billing). Monday I called again but received only another oppty to leave a msg for Ms W*******.
  On checking out and since I have received no Billing information explaining the add'l $294.02 charge.
  I am requesting a final word on refunding my nightly fee for the shortened stay plus an explanation for the add'l charge. It appears to me I should have a $155.34 plus tax/fees for the last nite originally reserved plus minimally an explanation for the subsequent charge if not the refund.
  Please review and let me know of questions, etc.
  Thanks for you assistance.
  ******* ***** ********

• Initial Complaint

  Date:05/18/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We came to visit Callaway after I had called in to see if the tulips were still up and so on to take pictures two days before our arrival. Having lived in the south before I know most things bloom a little earlier however it was also still advertised on Callaway website as of the morning of *** ****. When we got there we headed straight to the butterfly building to see the butterfly’s and on our way out we asked a worker where the tulips were and how to get there. She told us those had been long gone due to a freeze. When I said I had literally just called in two days prior and it was still advertised on the website she said she had no idea why they were still advertising it. This was the whole point of us coming to callaway and spending the $90 to get in. We then went over to the beach, thought we’d ask about aqua island since online it says it opens at 10am just like the beach. When we got there they said sorry, aqua island won’t open till 2pm. We were furious. Not only is your website hard to navigate but it completely ruined our day having things advertised that were not accurate and we spent our money coming when nothing we wanted was available. Honestly I’m looking for a refund. We will not ever be back. Please do better so families have better information both from calling and speaking to your employees and also on your website. It was a total shame.
  
  Our order number was *******

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  After finding a great online deal of $390 for two nights, I stayed at Callaway Gardens last October. I only stayed at the resort because of this deal. I was required to pay half up front, which I did, in the amount of $274.40. I was sent the confirmation by email upon booking showing the cost of $390 before taxes and fees. They did not give me a different quote at the resort at check-in. Upon arrival our key cards didn't work and they also stopped working numerous times during the visit. We also had to call maintenance because the front door wouldn't lock, which was a safety issue. We were not given our recreation vouchers and were told by the front desk that our stay included the Halloween festival but were told at the festival gate that it did not. We left a night early but were not given a receipt and were told it would be emailed by the front desk clerks during check out. I did not discover a change in rate until after my return when I saw that they had sent me a different email with reservation information stating a cost of $480 before taxes and fees the day before check-in. After the stay, instead of being charged the remaining $274.40, I was charged $378.80, $104.40 more. I called and spoke with numerous staff to try to get this corrected. I had to ask repeatedly to get a copy of the receipt because they insisted it would have been given to me at check-out. The receipt verified I was charged $240 per night, not $195. After many calls, I was told by an employee identifying herself as a manager that the price of $390 for two nights was not their correct price, as if I was being dishonest. I emailed her a copy of their quote stating "This is my original quote for the stay which I would like to be honored". The manager responded "I will do some additional research to see why your rates changed." This email verifies that they acknowledge that my rates changed. However, they never responded to me again despite my request for an update.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I stayed at Callaway Gardens and Resort for their light show. I encountered many issues which resulted in an extremely poor experience. My husband who’s a veteran and I are both elderly and have some health issues. We had to wait in a line for over an hour to check in. After getting to our room we realized we were not given our tickets for the light show. My daughter who was staying in another room called the front desk to inquire on getting our tickets and was told we would have to come back down and wait in line. She expressed that we had just waited over an hour in line but Bradley rudely advised we would have to get back in line. We finally made it with our tickets to the light show area. Their shuttle stop was an unbelievable distance from where we had to walk to get on the trolley. This was an unacceptable length to have to walk. We had to stop multiple times to get to the trolley and were not able to enjoy it once there. We went right back to the hotel got to our room and the keycard would not work. We had to go all the way back to the front desk and we’re then told if the keycard is next to a cell phone or credit cards it deactivates it, They should tell people this when checking in. The bed and pillows were hard and uncomfortable. My daughter sent in a complaint advising it was unacceptable for her elderly parents and herself that had her ******** *** with her to have to experience what we did. She was given a refund but I’ve been ignored. I feel like because I’m elderly they think I won’t pursue it. I’ve sent emails to Angela D****** and Cindy M***** with no response. I and my daughter have called Cindy M***** reaching voicemail each time. We’ve left messages and have received no call back. I’m even more upset now with the pure ignoring me than I was before with the terrible experience. I’m requesting a refund. My daughter received hers, we had the same issues plus more yet have been ignored. Checked in on **********, confirmation# *********