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Business Profile

Hotels

The Georgian Resort Hotel & Conference Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/01/2024

    Type:Product Issues
    Status:
    Answered
    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 had booked The Georgian Lakeside Resort for October 3, 2024- Oct 6, 2024. I left a deposit of $143.19 on September 20, 2024. Having to cancel my stay, I called Georgian Lakeside Resort and was told by Sherry that since I didn't cancel 2 weeks ahead of my stay I would have to forfeit my deposit. My reservation was NOT even booked 2 weeks ahead of time so it would be impossible to cancel within that time frame. In addition, I never received information about their cancellation policy online and never received my confirmation email with such information.

    Business Response

    Date: 10/27/2024

    The guest booked a room on-line through our website on September 20, 2024 at approximately 10:27pm for a three night stay beginning on October 3, 2024  Our deposit and cancellation policy are clearly stated and must be acknowledged by the guest prior to confirming the reservation.  Deposit Policy.  First night of stay plus tax will be charged at time of booking.Cancellation Policy.   A $25.00 per room cancellation fee will be charged on each reservation canceled up until 14 days prior to the arrival date. Reservations that are cancelled for any reason within 14 days of your arrival date will result in the forfeiture of the entire deposit.The guest called to cancel the reservation on the evening of October 1, 2024 and was properly advised that consistent with cancellation policy that the guest acknowledged and agreed with at the time of booking, that canceling within 14 days prior to the arrival date would result in forfeiture of the entire deposit.  The guest stated at that time they could not make it and was upset we would not offer a refund since the guest thought the cancellation policy was "24 hours since that is what most hotel are."On the next business day the guest called again claiming the cancellation was due to COVID.  While under no obligation to waive the agreed cancellation policy, a manager approved and we did offer as a one-time customer service matter to refund the deposit less a $25 cancellation fee.  We processed that refund on October 2, 2024.

  • Initial Complaint

    Date:09/20/2024

    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.
    Booked a stay at this resort from Aug 31-Sept 5 2024. Room was unacceptable as far as cleanliness/odor.
    Holes in ceiling, bugs on floor, hole in window screen, mold on ceiling, peeling walls.

    Spoke to hotel staff regarding conditions of room and requested partial refund for our stay. Hotel said they would move us that Monday to a different room, however they did not follow through on request and we also did not receive a partial refund. Hotel has ignored my attempts to contact them.

    I also contacted booking website (orbitz). They said hotel offered us a refund for 30% and that we denied the refund which is completely false. Still seeking 30% refund at this point.

The Georgian Resort Hotel & Conference Center is NOT a BBB Accredited Business.

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