Complaints

This profile includes complaints for Ryman Hospitality Properties, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ryman Hospitality Properties, Inc.

  1 Gaylord Dr Nashville, TN 37214-1207

  
• 

  Ryman Hospitality Properties, Inc.

  116 5th Ave N Nashville, TN 37219-2309

  
• 

  Ryman Hospitality Properties, Inc.

  120 2nd Avenue North Nashville, TN 37201

  
• 

  Ryman Hospitality Properties, Inc.

  2804 Opryland Dr Nashville, TN 37214-1209

  

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:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On Thursday, April 03, 2025 we purchased VIP Backstage Experience tickets for the Grand Ole Opry. Confirmation #******* with them and AXS No where on their site or AXS site to purchase did it state children can't be part of this experience. In fact, before we purchased the tickets we reviewed all the policies and FAQs on ************************************ - and "Do Children Get Into The Opry For Free?" - it clearly states:"Tour tickets are free for children under the age of 12. Children under 4 get free show admission but must be sitting with their guardian during the show."The VIP Backstage Experience page on their website states that you have to be 21+ to purchase the tickets - which we get because of the alcohol piece you don't want someone under 21 making the purchase. However, no where on that page does it say children cannot be part of the experience. We assumed based on the above FAQs that our child could come with us. ****************************************************** We found out about two hours later that this is not the case. We called the **************** for the ********************** and they said we have to contact *** because that's where we bought the tickets. They also stated a manager would return our call as well - they said it would be a few minutes - it's been over 2 hours. When speaking with *** live chat they said they had to go back to the promotor to get approval (The Grand Ole Opry). We'd like a full refund for our VIP Backstage Experience - as no where on any page did it state children cannot be part of this experience - and in fact their FAQ states children are free under 12 for tours and children under 4 don't need to pay for performance ************* cost of these tickets were $1,527.72

  Business Response

  Date: 04/07/2025

  We have reached out to the customer and the issue has been resolved.  They are looking forward to coming to the show!

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased tickets to the Opry 100 celebration on March 19, 2025. The purchase was meant to celebrate her father's life as he had just passed late January 2025. Upon reflection, my wife decided it would be too hard and heavy on her heart to attend the event. When I reached out to the **** they said we had to go through *** as they are the ticket provider. We did that and they agreed to a refund, however we were shocked when we saw that they had kept over $250 in "service fees." We were never informed that we would only be getting a partial refund and if we had been, we would have kept the tickets and tried to sell them or give them to friends or family that could attend the event. In multiple discussions with AXS they are throwing the blame on the Opry as being the ones who provided the partial refund. I am demanding that we either get the remainder of our refund or we get 2 tickets reinstated. I do not know who is truly at fault for this fraud and deception but I would very much like to be respected and treated fairly. What is happening to me goes against everything I know of the opry!

  Business Response

  Date: 03/10/2025

  The issue has been resolved with Mr. *****

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/24/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 for a week during a payroll.org convention in May. I was told both by phone before I traveled there & when I checked in that I was going to get the conference room rates for the dates I was there, but didn't receive them at check out. I was very disappointed with my stay overall. I felt pressured multiple times to upgrade my room for about $85 more per night. I explained that I could not do that because I was there on business travel and still needed to get the conference room rate. I was very disappointed with my stay overall. My check-in app said the room would be ready by the time I got there, but it was not ready. So, despite the fact that I had an injured hip, I had to haul my suitcases to the Bell stand & then walk to a place to sit until the room was ready ~2hours later. I was told if I would pay for an upgraded room that they had a room available. Again, I said I could not do that because I needed to still get the conference room rate.I paid for 2 tickets to the water park, but because of my injury, worse due to my arrival, I had to stay in bed could not go to the waterpark. I was unable to get a refund for those two tickets ~ $100.I also bought 2 tickets to their Sunday brunch, but realized it was the wrong dates & called & emailed them to cancel days in advance. they said they were also nonrefundable. I lost > $200 for that.When I checked out, I realized that the price charged for my room dates was too much & explained that I needed the price corrected before I could checkout so I wouldn't be overcharged.After standing for a long time on my hurt hip, I was finally told at the checkout counter I needed to call a customer support number. so I called that when I got to the airport and they said I needed to send an email. I emailed the Company & received a response that said they wouldnt do anything. I then asked to please be contacted by a supervisor because I did not feel that was correct. I have received no response to that email.

  Business Response

  Date: 06/10/2024

  Greetings ****************,
  
  I hope this note finds you well!
  
  Recently, I was provided your information and details around a concern that you experienced while at our resort. I wanted to make personal contact with you regarding your concerns and ensure we had an opportunity to address them as best as possible. It is our goal to ensure the highest level of satisfaction for our guests who visit us at Gaylord Opryland and if we fell short of reaching that goal, please accept my sincere apologies.
  
  I have attempted to reach you at ************** without success, however wanted to also send you an email in an effort to connect.
  
  I can be reached at *********************************************** and I look forward to speaking with you at your earliest convenience.
  
  Thank you again, ****

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fully satisfactory to me.
  
  I am very appreciative that they ended up contacting me and hearing about the issues. They took care of each item I asked for and he was very kind and respectful. They have fully apologized for the gaps in follow up, explained the reason for the charges and I better understood what occurred, yet they still generously reimbursed me for the differences I requested. They also did it in a timely manner. He redeemed my faith in their business being fair and customer oriented.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 am 70 and my wife is 60 bought tickets and my wife broke her leg. I was told that my tickets are 3rd party and I couldn't get a refund or book later. I live in North Charleston SC and cannot get in touch with them directly and can't believe they will allow Ticket Center to do business like this. I'm on a fixed income trying to enjoy life and not losing $800 when the seats could be resold. Date for the tickets is 9/27/22.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/20) */
  Contact Name and Title: *********** Director of O
  Contact Phone: ************
  Contact Email: ********************
  We have looked for Mr. ******'s tickets in our system and we are unable to find them which indicates they were purchased from a third party seller, and not the ********************* Unfortunately because of that, we cannot see the transaction and thus cannot issue a refund.
  
  That being said I would be ***** to have Mr. ****** reach out to me when he and his wife are able to come to an Opry Show and I would be ***** to have them attend as my guests at no charge.
  
  We wish Mrs. ****** a speedy recovery and look forward to the opportunity to serve them in the future.