Feels like home
Beautiful place!
When attempting to book a room for one evening during the 4th of July weekend, it became clear that customer service is not one of their strengths or priorities. An initial phone inquiry was made about 3 days in advance, during which time the manager stated he was out of town and requested an email be sent through their website for a reservation request. We obliged with understanding and upon receiving a response email with their available rooms, I replied with our room of choice (queen w/ internal bath) and a request for the best way to pay for the room. Mr. Kopp replied stating "we are currently having a problem with our credit card processing through the website; however, we will need a card number as backup, and will need for that amount to be paid in cash at the time of check-in - upon payment of cash, the card will not be processed." This seemed odd, but after some discussion we over-looked it and decided to proceed. The manager also had questions about any dietary restrictions and our arrival time. The following day, I called to discuss all, as opposed to sending a long email with additional questions. My initial question to Mr. Kopp was the earliest time we could arrive and how much we needed to narrow down our arrival time. Not answering the first part of my question, he stated that it would be helpful if we could provide a 15 minute window of our anticipated arrival. I was a little surprise by the incredible narrow request and explained that I wasn't sure we would be able to narrow it down that much due to some other factors within our schedule. He immediately defaulted to stating that it may be better if I looked at staying elsewhere and that it wasn't like he "was asking us to pin it down to the exact minute". (I'm not kidding. Those were his exact words.) I told Mr. Kopp that his response was an unfortunate one and that I wasn't sure how the conversation escalated so quickly to him turning away business. He went on to say that there must be a communication issue and then brought up some issues they had recently had with PayPal and previous guests cancelling payments after completing their stay. He also told me that I obviously didn't understand the difficulties in ensuring that someone was on sight at the time of arrival for guests and that they would normally email out information/instructions regarding how things would work, but that due to people not fully committing to reserving a room, they weren't doing that. I let Mr. Kopp know that we had no issues providing credit card information or with paying in cash upon arrival and that my call today was to do just that; officially reserve the room in terms of payment and discuss the arrival time window. He proceeded to question me about why we were coming in town and how long our "event" was going to be and again stated that maybe we should just stay elsewhere. At that time, I agreed with him and told him to have a nice day. It was clear from the very beginning of the conversation that Mr. Kopp wasn't interested in having guests over the weekend due to the inconvenience that it was obviously going to cause. It would have been a lot easier on the both of us had he just stated they were closed for the weekend. Within 10 minutes of getting off the phone with him, I was able to call and reserve a King Room at the Lodge on Lake Oconee for $65 less than what we would have paid at this B&B. I don't know if I was the first customer Mr. Kopp had interacted with since their previous fiasco with a customer cancelling payment or if he just had plans for the weekend that our stay would have interrupted. Regardless, his discourteous approach was unnecessary and quite off-putting. It's a shame; the photos of the establishment are quite beautiful.
Goodwin Manor is a US Lodging based in Greensboro, Georgia. Goodwin Manor is located at 306 S Main St, Greensboro, GA 30642, USA.
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