旅行
账户
Monica S
Horrible experience
Callaway Resort & Gardens的点评
点评：My family (my husband, myself and 2 year old daughter) booked a stay this weekend at one of the cottages to celebrate our wedding anniversary. We checked in Saturday the 12th and checked out today on the 15th.
We planned on coming the morning of Saturday but received a text that the property had experienced a water main break. So we decided to hold off and come a little later.
Upon check-in we weren’t given information about the property only how to get to the cottage. Once we checked in, we received a text at 3:57 PM letting us know if we had any questions to reach back out via text. I did have questions as we wanted to explore the resort and get our toddler out to move around. I responded back to the text inquiring about the shuttles at 4:24 PM. l specifically asked if the shuttles went to the gardens. I didn’t receive a message back till the next day at 8:12 AM. If this is a platform that guests are expected to utilize, the expectation is only fair that a timely response is received.
Since we didn’t get a response that day we had to figure things out on our own. We were told shuttles did not transport to the gardens and we had to drive. So we did. We waited in a long line only to be told the playground was not at this location and that we needed to go to the state park which was 15 min away. So we got out of line. That didn’t sit well. I knew I had seen a playground on the website. We ended up stopping by the information center by the main entrance and we were told that the playground was in fact at this location and it was at the discovery center. So we went back in the long line to get in again.
By the end of the night, as you can imagine, we were tired and ready to relax. We got our daughter to bed and my husband and I sat in the living room to try and unwind. At that point we noticed a roach. Not pleasant but he removed it. About 15 min go by and within 10 minutes we see 3 more roaches all coming from the front door. My husband killed two more but the last one went right back out the door. We noticed the door is not sealed. We called the front desk and we were told that a manager would call us in the morning. We weren’t offered an opportunity to move or any other options, just that we had to wait.
The next day I had not received a call so I called and that’s when I spoke with Tiffany the manager at around 9:30 AM. Her response was that she does not call guests back till at least 10:00 AM as to not bother them. She went on to say she had a busy morning and planned on retuning my call at 10:00. Once I explained my concerns, she went straight to “and you want to check out” which was not the response I was expecting. That’s also not what I wanted. As I explained, we have our daughter with us. We had already completely unpacked all our clothes, put all our food into the fridge/freezer and got comfortable. I responded with no I don’t want to check out but I would like to have the area sprayed. I was also hoping that the door could be looked at. She said she would have maintenance come out. I did let her know that this was not great customer service and explained the seriousness of the roaches. Roaches carry and can spread many diseases. They get into food, clothes and they bite. This is a safety concern and the lack of promptness to this issue was not okay and not what I would expect from a resort like Callaway Gardens. This is when she went on to offer another cottage (which I did not want as in my mind that comes with the same issues) and ended with she would see if half of our night could be reimbursed. I requested at that point the full night be refunded for the inconvenience and she said she would get back to me later today with the approval for the refund and updates on maintenance. I never heard back from her. I had to go to the front desk at 7:20 for an update on what maintenance was able to do. Once I met with her she was immediately annoyed and said she had not heard anything because she was at the front checking in other guests all day since the morning. So I apologized and said “I’m sorry I just want to get an update as it’s already late and I have not heard about maintenance”. She never apologized and said she would call maintenance to go over to the cottage. Again I was not taken care of as a guest.
At 7:42 PM, I’m sitting at the table with my family coloring and we get a knock at the door. It was maintenance. We explained how the roaches are coming in. He sprayed the door and said unfortunately it was too late and he would not be able to do anything else. Once he closed the door all we could smell was fumes from the spray can. This was what my 2 year old was inhaling. Still that night we never got a call back from Tiffany to at least check in or going over what was done. We clearly didn’t matter. The night didn’t end well. We had fears that more roaches would come in and could barely sleep. And again for a resort that boasts 5 star amenities we didn’t experience that.
The next morning (Monday) I had a massage scheduled at 10:00 AM. We got up early to get our day started. Still no call from management. We sat down for breakfast and we saw another roach in the kitchen. We stopped eating. I went on to give my daughter a bath and as I was getting her dressed she saw a roach and stepped on it because she had been seeing her father do this so many times. I have pictures to show. At this point I lost it. This is disgusting and no one should ever experience this. Especially my 2 year old daughter. Then I went on to take a shower so that we could quickly leave and I hear my daughter screaming because two more roaches came out.
From here we just exited the cottage. I went straight to my massage rushing, furious and could not enjoy it. In fact immediately after I got dressed and had the front desk person at the spa call Cedric the director of operations. I was emotional, I couldn’t believe the experiences, and had requested to speak with him.
Cedrick did come down. I went through the above timeline. He apologized and said our first night would be fully refunded and he moved us into the suite at the hotel. He also said that we would receive in additional 100.00 refund for the price change from the cottage to the room and 2 bottles of wine. This is what should have been offered on the first night considering the seriousness of the roaches.
Later that day, once I fully packed all our items. We checked in at the hotel. We were told everything would be taken care of. We did not receive the two bottles of wine. My husband had to go and ask for them. It’s the little details and a persons word that matters in customer service.
The next day we checked out and I saw that the amount refunded was only 284.00. The cost for the first night was 405.00 plus the extra 100.00 price difference from the cottage to the room should have been a total of around 505 refunded. So he didn’t even refund the amount of one full night. For this to be a 4.4 star resort with 5 star amenities, the customer service we received was not at the tier advertised on the site. I’m sure a resort to this tier has procedures in place for when situations like this come up. Those were clearly missed from day one and as a result we suffered.
To make things worse at checkout we were told Cedrick the director of operations would call us back. We never received a call to this day. I also emailed the VP Chris Lutz and General Manager Mike Regli who never responded to my email with concerns.
This whole experience has been extremely stressful, unsanitary and continues to affect us now that we have checked out. Does this seem like an experience you would pay for?
We planned on coming the morning of Saturday but received a text that the property had experienced a water main break. So we decided to hold off and come a little later.
Upon check-in we weren’t given information about the property only how to get to the cottage. Once we checked in, we received a text at 3:57 PM letting us know if we had any questions to reach back out via text. I did have questions as we wanted to explore the resort and get our toddler out to move around. I responded back to the text inquiring about the shuttles at 4:24 PM. l specifically asked if the shuttles went to the gardens. I didn’t receive a message back till the next day at 8:12 AM. If this is a platform that guests are expected to utilize, the expectation is only fair that a timely response is received.
Since we didn’t get a response that day we had to figure things out on our own. We were told shuttles did not transport to the gardens and we had to drive. So we did. We waited in a long line only to be told the playground was not at this location and that we needed to go to the state park which was 15 min away. So we got out of line. That didn’t sit well. I knew I had seen a playground on the website. We ended up stopping by the information center by the main entrance and we were told that the playground was in fact at this location and it was at the discovery center. So we went back in the long line to get in again.
By the end of the night, as you can imagine, we were tired and ready to relax. We got our daughter to bed and my husband and I sat in the living room to try and unwind. At that point we noticed a roach. Not pleasant but he removed it. About 15 min go by and within 10 minutes we see 3 more roaches all coming from the front door. My husband killed two more but the last one went right back out the door. We noticed the door is not sealed. We called the front desk and we were told that a manager would call us in the morning. We weren’t offered an opportunity to move or any other options, just that we had to wait.
The next day I had not received a call so I called and that’s when I spoke with Tiffany the manager at around 9:30 AM. Her response was that she does not call guests back till at least 10:00 AM as to not bother them. She went on to say she had a busy morning and planned on retuning my call at 10:00. Once I explained my concerns, she went straight to “and you want to check out” which was not the response I was expecting. That’s also not what I wanted. As I explained, we have our daughter with us. We had already completely unpacked all our clothes, put all our food into the fridge/freezer and got comfortable. I responded with no I don’t want to check out but I would like to have the area sprayed. I was also hoping that the door could be looked at. She said she would have maintenance come out. I did let her know that this was not great customer service and explained the seriousness of the roaches. Roaches carry and can spread many diseases. They get into food, clothes and they bite. This is a safety concern and the lack of promptness to this issue was not okay and not what I would expect from a resort like Callaway Gardens. This is when she went on to offer another cottage (which I did not want as in my mind that comes with the same issues) and ended with she would see if half of our night could be reimbursed. I requested at that point the full night be refunded for the inconvenience and she said she would get back to me later today with the approval for the refund and updates on maintenance. I never heard back from her. I had to go to the front desk at 7:20 for an update on what maintenance was able to do. Once I met with her she was immediately annoyed and said she had not heard anything because she was at the front checking in other guests all day since the morning. So I apologized and said “I’m sorry I just want to get an update as it’s already late and I have not heard about maintenance”. She never apologized and said she would call maintenance to go over to the cottage. Again I was not taken care of as a guest.
At 7:42 PM, I’m sitting at the table with my family coloring and we get a knock at the door. It was maintenance. We explained how the roaches are coming in. He sprayed the door and said unfortunately it was too late and he would not be able to do anything else. Once he closed the door all we could smell was fumes from the spray can. This was what my 2 year old was inhaling. Still that night we never got a call back from Tiffany to at least check in or going over what was done. We clearly didn’t matter. The night didn’t end well. We had fears that more roaches would come in and could barely sleep. And again for a resort that boasts 5 star amenities we didn’t experience that.
The next morning (Monday) I had a massage scheduled at 10:00 AM. We got up early to get our day started. Still no call from management. We sat down for breakfast and we saw another roach in the kitchen. We stopped eating. I went on to give my daughter a bath and as I was getting her dressed she saw a roach and stepped on it because she had been seeing her father do this so many times. I have pictures to show. At this point I lost it. This is disgusting and no one should ever experience this. Especially my 2 year old daughter. Then I went on to take a shower so that we could quickly leave and I hear my daughter screaming because two more roaches came out.
From here we just exited the cottage. I went straight to my massage rushing, furious and could not enjoy it. In fact immediately after I got dressed and had the front desk person at the spa call Cedric the director of operations. I was emotional, I couldn’t believe the experiences, and had requested to speak with him.
Cedrick did come down. I went through the above timeline. He apologized and said our first night would be fully refunded and he moved us into the suite at the hotel. He also said that we would receive in additional 100.00 refund for the price change from the cottage to the room and 2 bottles of wine. This is what should have been offered on the first night considering the seriousness of the roaches.
Later that day, once I fully packed all our items. We checked in at the hotel. We were told everything would be taken care of. We did not receive the two bottles of wine. My husband had to go and ask for them. It’s the little details and a persons word that matters in customer service.
The next day we checked out and I saw that the amount refunded was only 284.00. The cost for the first night was 405.00 plus the extra 100.00 price difference from the cottage to the room should have been a total of around 505 refunded. So he didn’t even refund the amount of one full night. For this to be a 4.4 star resort with 5 star amenities, the customer service we received was not at the tier advertised on the site. I’m sure a resort to this tier has procedures in place for when situations like this come up. Those were clearly missed from day one and as a result we suffered.
To make things worse at checkout we were told Cedrick the director of operations would call us back. We never received a call to this day. I also emailed the VP Chris Lutz and General Manager Mike Regli who never responded to my email with concerns.
This whole experience has been extremely stressful, unsanitary and continues to affect us now that we have checked out. Does this seem like an experience you would pay for?
翻译：我的家人（我丈夫、我自己和 2 岁的女儿）预订了周末入住其中一间小屋以庆祝我们的结婚纪念日。我们于 12 日星期六入住，并于 15 日今天退房。
我们计划在星期六早上入住，但收到一条短信，说该物业的水管破裂了。所以我们决定推迟一下，晚点再来。
办理入住手续时，我们没有得到有关物业的信息，只知道如何前往小屋。办理入住手续后，我们在下午 3:57 收到一条短信，告知我们是否有任何问题可以通过短信联系。我确实有问题，因为我们想探索度假村并带着我们的孩子出去走走。我在下午 4:24 回复了短信，询问班车的情况。我特别询问班车是否前往花园。直到第二天早上 8:12 我才收到回复。如果这是一个客人需要使用的平台，那么及时收到回复是公平的。
由于当天没有收到回复，我们不得不自己想办法。我们被告知班车无法到达花园，因此必须开车前往。所以我们就开车去了。我们排了很长的队，结果被告知游乐场不在这里，我们需要去 15 分钟路程外的州立公园。所以我们就离开了队伍。这让人很不舒服。我知道我在网站上看到过一个游乐场。我们最终在正门旁的信息中心停了下来，我们被告知游乐场实际上在这里，位于探索中心。所以我们又排了很长的队进去。
到了晚上，你可以想象，我们很累，准备放松一下。我们把女儿哄上床睡觉，我和丈夫坐在客厅里试图放松一下。那时我们发现了一只蟑螂。很不愉快，但他把它赶走了。大约 15 分钟过去了，10 分钟内，我们看到另外 3 只蟑螂都从前门进来了。我丈夫又杀死了两只，但最后一只飞出了门。我们发现门没有封好。我们打电话给前台，被告知经理会在早上给我们打电话。他们没有给我们换房间的机会或任何其他选择，只是让我们等待。
第二天我没有接到电话，所以我打了电话，就在那时，我和经理蒂芙尼在早上 9:30 左右通话。她的回复是，她至少要到 10:00 才会给客人回电话，以免打扰他们。她接着说她早上很忙，计划 10:00 再给我回电话。当我解释了我的担忧后，她直接说“你想退房”，这不是我期待的回答。这也不是我想要的。正如我所解释的，我们带着女儿。我们已经把所有的衣服都打开了，把所有的食物都放进了冰箱/冰柜，舒服地躺着。我回答说“不，我不想退房，但我想喷洒该区域”。我还希望能检查一下门。她说她会让维修人员来。我确实让她知道这不是很好的客户服务，并解释了蟑螂的严重性。蟑螂携带并传播许多疾病。它们会进入食物、衣服并咬人。这是一个安全隐患，对这个问题缺乏及时处理是不对的，也不是我对像 Callaway Gardens 这样的度假村的期望。这时她继续提供另一间小屋（我不想要，因为在我看来，它有同样的问题），最后她会看看我们半晚的房费是否可以报销。我当时要求退还整晚房费以弥补不便，她说她今天晚些时候会回复我，批准退款并更新维护情况。我再也没有收到她的回复。我不得不在 7:20 去前台了解维护人员能做些什么。我和她见面后，她立刻生气了，说她没有听到任何消息，因为她从早上开始就一直在前台检查其他客人的入住情况。所以我向她道歉，说“对不起，我只是想了解一下最新情况，因为已经很晚了，我还没有听说维修的事”。她从来没有道歉，说她会打电话给维修人员，让他们来小屋。我再次没有得到客人的照顾。
晚上 7 点 42 分，我正和家人坐在桌边，突然有人敲门。是维修人员。我们解释了蟑螂是怎么进来的。他喷了门，说很遗憾已经太晚了，他什么也做不了。他关上门后，我们闻到的只有喷雾罐里的气味。这就是我 2 岁的孩子吸入的。那天晚上，我们仍然没有接到蒂芙尼的回电，至少没有检查一下或检查一下做了什么。我们显然不重要。那晚的结局并不好。我们担心会有更多的蟑螂进来，几乎无法入睡。对于一个拥有五星级设施的度假村来说，我们并没有遇到这种情况。
第二天早上（星期一），我预约了 10:00 的按摩。我们早早起床，开始了新的一天。但仍然没有接到管理层的电话。我们坐下来吃早餐，发现厨房里又有一只蟑螂。我们停止了进食。我继续给女儿洗澡，当我给她穿衣服时，她看到了一只蟑螂，并踩了上去，因为她已经多次看到她父亲这样做了。我有照片可以展示。当时我失去了理智。这太恶心了，任何人都不应该经历这种事。尤其是我 2 岁的女儿。然后我继续洗澡，以便我们能快速离开，我听到女儿尖叫，因为又有两只蟑螂出来了。
从这里我们刚离开小屋。我直接去按摩，急匆匆，怒不可遏，无法享受。事实上，我穿好衣服后立即让水疗中心的前台人员打电话给运营总监塞德里克。我很激动，不敢相信这种经历，并要求与他谈谈。
塞德里克确实来了。我查看了上述时间表。他道了歉，说第一晚的房费会全额退还，然后把我们换到了酒店套房。他还说，我们还会收到 100.00 的额外退款，作为从小屋到房间的价格变动和 2 瓶葡萄酒的退款。考虑到蟑螂的严重性，这是第一晚应该提供的。
当天晚些时候，我把所有物品都收拾好后，我们到酒店办理了入住手续。我们被告知一切都会得到妥善处理。我们没有收到那两瓶葡萄酒。我丈夫不得不去要。客户服务中，细节和人言可贵。
第二天我们退房时，我发现退款金额只有 284.00。第一晚的费用是 405.00，加上从小屋到房间的额外 100.00 的差价，总共应该退款约 505。所以他甚至没有退还一整晚的房费。虽然这是一座拥有 5 星级设施的 4.4 星级度假村，但我们获得的客户服务却没有达到网站上宣传的水平。我相信这个级别的度假村在出现这种情况时会有相应的处理程序。显然从第一天起我们就没有采取这些措施，结果我们遭受了损失。
更糟糕的是，在退房时，我们被告知运营总监 Cedrick 会给我们回电话。但直到今天，我们都没有接到电话。我还给副总裁 Chris Lutz 和总经理 Mike Regli 发了电子邮件，但他们从未回复我的电子邮件。
整个经历非常令人紧张、不卫生，而且在我们退房后仍然影响着我们。您愿意花钱体验这种体验吗？
我们计划在星期六早上入住，但收到一条短信，说该物业的水管破裂了。所以我们决定推迟一下，晚点再来。
办理入住手续时，我们没有得到有关物业的信息，只知道如何前往小屋。办理入住手续后，我们在下午 3:57 收到一条短信，告知我们是否有任何问题可以通过短信联系。我确实有问题，因为我们想探索度假村并带着我们的孩子出去走走。我在下午 4:24 回复了短信，询问班车的情况。我特别询问班车是否前往花园。直到第二天早上 8:12 我才收到回复。如果这是一个客人需要使用的平台，那么及时收到回复是公平的。
由于当天没有收到回复，我们不得不自己想办法。我们被告知班车无法到达花园，因此必须开车前往。所以我们就开车去了。我们排了很长的队，结果被告知游乐场不在这里，我们需要去 15 分钟路程外的州立公园。所以我们就离开了队伍。这让人很不舒服。我知道我在网站上看到过一个游乐场。我们最终在正门旁的信息中心停了下来，我们被告知游乐场实际上在这里，位于探索中心。所以我们又排了很长的队进去。
到了晚上，你可以想象，我们很累，准备放松一下。我们把女儿哄上床睡觉，我和丈夫坐在客厅里试图放松一下。那时我们发现了一只蟑螂。很不愉快，但他把它赶走了。大约 15 分钟过去了，10 分钟内，我们看到另外 3 只蟑螂都从前门进来了。我丈夫又杀死了两只，但最后一只飞出了门。我们发现门没有封好。我们打电话给前台，被告知经理会在早上给我们打电话。他们没有给我们换房间的机会或任何其他选择，只是让我们等待。
第二天我没有接到电话，所以我打了电话，就在那时，我和经理蒂芙尼在早上 9:30 左右通话。她的回复是，她至少要到 10:00 才会给客人回电话，以免打扰他们。她接着说她早上很忙，计划 10:00 再给我回电话。当我解释了我的担忧后，她直接说“你想退房”，这不是我期待的回答。这也不是我想要的。正如我所解释的，我们带着女儿。我们已经把所有的衣服都打开了，把所有的食物都放进了冰箱/冰柜，舒服地躺着。我回答说“不，我不想退房，但我想喷洒该区域”。我还希望能检查一下门。她说她会让维修人员来。我确实让她知道这不是很好的客户服务，并解释了蟑螂的严重性。蟑螂携带并传播许多疾病。它们会进入食物、衣服并咬人。这是一个安全隐患，对这个问题缺乏及时处理是不对的，也不是我对像 Callaway Gardens 这样的度假村的期望。这时她继续提供另一间小屋（我不想要，因为在我看来，它有同样的问题），最后她会看看我们半晚的房费是否可以报销。我当时要求退还整晚房费以弥补不便，她说她今天晚些时候会回复我，批准退款并更新维护情况。我再也没有收到她的回复。我不得不在 7:20 去前台了解维护人员能做些什么。我和她见面后，她立刻生气了，说她没有听到任何消息，因为她从早上开始就一直在前台检查其他客人的入住情况。所以我向她道歉，说“对不起，我只是想了解一下最新情况，因为已经很晚了，我还没有听说维修的事”。她从来没有道歉，说她会打电话给维修人员，让他们来小屋。我再次没有得到客人的照顾。
晚上 7 点 42 分，我正和家人坐在桌边，突然有人敲门。是维修人员。我们解释了蟑螂是怎么进来的。他喷了门，说很遗憾已经太晚了，他什么也做不了。他关上门后，我们闻到的只有喷雾罐里的气味。这就是我 2 岁的孩子吸入的。那天晚上，我们仍然没有接到蒂芙尼的回电，至少没有检查一下或检查一下做了什么。我们显然不重要。那晚的结局并不好。我们担心会有更多的蟑螂进来，几乎无法入睡。对于一个拥有五星级设施的度假村来说，我们并没有遇到这种情况。
第二天早上（星期一），我预约了 10:00 的按摩。我们早早起床，开始了新的一天。但仍然没有接到管理层的电话。我们坐下来吃早餐，发现厨房里又有一只蟑螂。我们停止了进食。我继续给女儿洗澡，当我给她穿衣服时，她看到了一只蟑螂，并踩了上去，因为她已经多次看到她父亲这样做了。我有照片可以展示。当时我失去了理智。这太恶心了，任何人都不应该经历这种事。尤其是我 2 岁的女儿。然后我继续洗澡，以便我们能快速离开，我听到女儿尖叫，因为又有两只蟑螂出来了。
从这里我们刚离开小屋。我直接去按摩，急匆匆，怒不可遏，无法享受。事实上，我穿好衣服后立即让水疗中心的前台人员打电话给运营总监塞德里克。我很激动，不敢相信这种经历，并要求与他谈谈。
塞德里克确实来了。我查看了上述时间表。他道了歉，说第一晚的房费会全额退还，然后把我们换到了酒店套房。他还说，我们还会收到 100.00 的额外退款，作为从小屋到房间的价格变动和 2 瓶葡萄酒的退款。考虑到蟑螂的严重性，这是第一晚应该提供的。
当天晚些时候，我把所有物品都收拾好后，我们到酒店办理了入住手续。我们被告知一切都会得到妥善处理。我们没有收到那两瓶葡萄酒。我丈夫不得不去要。客户服务中，细节和人言可贵。
第二天我们退房时，我发现退款金额只有 284.00。第一晚的费用是 405.00，加上从小屋到房间的额外 100.00 的差价，总共应该退款约 505。所以他甚至没有退还一整晚的房费。虽然这是一座拥有 5 星级设施的 4.4 星级度假村，但我们获得的客户服务却没有达到网站上宣传的水平。我相信这个级别的度假村在出现这种情况时会有相应的处理程序。显然从第一天起我们就没有采取这些措施，结果我们遭受了损失。
更糟糕的是，在退房时，我们被告知运营总监 Cedrick 会给我们回电话。但直到今天，我们都没有接到电话。我还给副总裁 Chris Lutz 和总经理 Mike Regli 发了电子邮件，但他们从未回复我的电子邮件。
整个经历非常令人紧张、不卫生，而且在我们退房后仍然影响着我们。您愿意花钱体验这种体验吗？
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