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Cubana Social Reviews (6)

ID [redacted] Dear Revdex.com, Thank you for reaching out to us regarding this issueAny customer’s concern is of great concern to us at Cubana SocialWe are in the hospitality business and creating a warm, positive, experience full of life long lasting magical memories is what we are all aboutSo needless to say, making things right with the customer, [redacted] ***, is of the utmost priority Firstly, I will note that my event’s manager [redacted] and I were quite surprised to receive this concernMy team and I were all very proud of how well the night of their wedding wentThe newly married couple even tipped my staff an extra $at the end of the night sealing for us we felt was a top notch, well executed event with very happy attendees across the boardThe next day the groom came back to pick up their linens from [redacted] He expressed the utmost gratitude and overwhelmingly satisfaction with the eventHe let [redacted] know that he would absolutely be back with pleasure to dine at Cubana Social again in the near future I will say that a couple weeks before the event the couple made multiple changes to the head count and last minute decisions and changesIt seemed as though perhaps they were feeling over budget and trying to cut costsFor example they had planned to use our linen service for table linens but last minute decided to do it themselves I admired my manager [redacted] for how well she kept up with the frequent changes and inquiries those last few weeks leading up to the weddingShe was diligent, thorough, compassionate, understanding, and the utmost attentive and accommodating to their needs That said, I will address the customer’s problems one by one below A Updated Menu Changes / Pricing The customer states that the menu and pricing changed from when she first inquired with us in January of to when we sat down to discuss menu options year later When we first made contact, we clearly stated that this menu was subject to changeThis is stated in all of our material we send outIn September of we accepted a deposit from [redacted] and her fiance in the amount of $2,In the invoice it states that the “final cost is to be determined based on number of guests & food & beverage selectionsThe deposit is an estimate to hold the date.” The estimate given to the couple was $10,This was based on their estimated number of guests and our minimum to close the restaurant on a Saturday nightThis was all communicated to them on more than one occasion Though our wedding prices had increased over the year’s time due to market expense increases, we honored our original quote BStaffing FeesThe customer states that on “April [redacted] I was informed of additional staffing fees of $that wasn’t on my original invoice” The original invoice is attached here in the letter sent to me by Revdex.comIn that invoice there are line items for all the food, beverage, and services that we provide and charge forOne of the line items is “Full Staff & Mgmt.” On the bottom of the invoice it states “final cost is to be determined based on number of guests & food & beverage selectionsThe deposit is an estimate to hold the date.” This was explained in an in person meeting that the final cost of the above line items would be determined based on their final headcount and food/ beverage selectionsAt the time they were unsure of what their headcount would be thus the invoice states “Guests: TBD” We select the appropriate amount of staff based on the number of guests in attendanceFor an event of guests we may have front of staff scheduled and for an event of guests we may have front of house staff scheduled We estimated a total of $10,for this wedding including staffingIn the end including tax, beverage, staffing, food, everything the total was $8,This is nearly 11% below our estimate and our minimum to close for a private event CPremium Liquor Package The customer states that “during the reception itself the did not provide the premium liquor I paid for to my guest, instead claimed that my guest asked for top shelf, which is not true.” As all of our correspondences indicate with the customer, the premium liquor package included spirits such as Absolut, Jack Daniels, etcas opposed to the Top Shelf package which included spirits such as Grey Goose, Hennessy and PatronThe customer went back and forth on which package to chooseWe allowed them the time to make up their mind up until just a few weeks before the event and they settled on the Premium PackageWe made it clear to them that if guests wanted Top Shelf they would be asked to pay cash per Top Shelf drinkThey anticipated that only a small amount if any of their guests would desire top shelf over the complementary options and felt that the Premium would be the best choice for their guests and most importantly, their budget which again seemed to have changed as we approached the event We provided all the Premium Spirits, cocktails, beers, and wines that we said that we wouldI have attached the drink menu that we provided that nightAdditionally I have attached the sales report from our Point of Sale system from the night that details all the drinks that were purchased by their guestsTheir guests purchased a total of top shelf drinks amounting in $which amounts for less than 5% of the total amount of drinks consumed by their guests that evening DEnough Food & Serving WareThe customer states that “there was not enough food.” We prepared and served a steady flow of food for the allotted hour duration of time in their itineraryShe also makes mention that we served the food on plates instead of in traysWe in fact serve our buffets for every buffet event on large serving platters made out of porcelain chinaThe kitchen is in such close proximity to the serving area that we steadily replenish the buffet with fresh plattersThis is an aesthetic choice that we make as both we feel and our past guests have all preferred the look of china platters over steel traysThe following amounts of food were prepared and served Per adult 8oz white rice 8oz yellow rice w/ shrimp 6oz lechon asado (roast Berkshire pork) 6oz ropa vie(braised grassfed brisket) 6oz organic black beans pieces maduros pieces papas fritas pieces crispy avocado pieces of tostones plantain chips oz hummus plate of Caesar salad DBeverage Package for Underage Guests The customer states that we charged them $for soda and juice for kidsWe quoted them a per person price for their food and beverage packageAge is not a factor in the per person priceAs you can see in all of the quotes, informational sheets, and invoices there is never mention of anything like Adults are x price and kids are freeThat is not the caseThe food and beverage is per person, with no discerning of age Just a few weeks before the event they indicated that approximately of their guests would be under This was the first time this was mentionedThey asked if they would have to pay the beverage package for their underage guests We felt that their budget had changed and were trying to reduce their final total in any way they couldWe generously gave them a discounted rate of $per underage guest down from $per person For all of our previous weddings, we charge the same beverage package price per guest regardless of age or non-alcoholic drinkersWe provide for that price their chosen alcohol package plus mocktails, soda, fresh squeezed juices, and fair trade organic coffee FFood for VendorsAfter the start of the event as appetizers and salad were being served the DJs, MC, and Photographers asked my staff if they would be fedThe customer had not included vendors in their headcount and had not expressed a desire to feed their vendors previouslyWe told the vendors that we would have to check with the bride and groomWe prepared enough food only for the headcount that they gave us prior to the eventThey were informed in writing that their headcount must be finalized weeks before the event date and could not be changed thereafterThe night of the vendors proceeded to ask again during the buffet if they could eatWe did not want the vendors to go hungry as they expected to be fedWe surmised that we could prepare some extra food for the handful of vendors so we offered the customers the option to feed their vendors at 50% off per personThey tried to negotiate this as they explained that some of their expected guests would not be able to make itWe explained to them that it was still early, their missing guests could still arrive, and it was our priority that all their guests got the food they paid forSo we would need to prepare extra for their vendorsThey understood and agreedWe additionally prepared a plate of food after dinner was served for their bus driver who they forgot aboutWe did not charge them for this meal GTotal FeeThe customer states that “One way or another they made sure to make $10,from myself and or my guest!” As they stated their total fee was $8,plus $for the added vendor food Their guests spent a total of $on top shelf drinks bringing the total gross revenue for the event to $9, We did not “make sure to make $10,000.” We provided everything and more that we agreed to provide all coming in at a total of 10% less than estimatedIt is my belief that this is an issue of the couple going over their initial anticipated budget, perhaps with other vendors or something changed with their personal financesAs a courtesy I would be willing to refund them the $that their guests spent that evening on top shelf liquor I attest that all the above statements are true and that I detailed clear responses to the complaints expressed in ***’s statement to the best of my ability I am happy to provide any further information at your request I can be reached by phone or email at [redacted] or ###-###-#### Thank you for all of your attention to this matterI look forward to hearing from you Sincerely, *** [redacted] -- *** [redacted]

Revdex.com: At this time, I have not been contacted by Cubana Social regarding complaint ID [redacted] Sincerely, [redacted] ***

ID [redacted]
Dear Revdex.com,
"margin: 0in 0in 0.0001pt;">Thank you for reaching out to us regarding this issueAny customer's concern is of great concern to us at Cubana SocialWe are in the hospitality business and creating a warm, positive, experience full of life long lasting magical memories is what we are all aboutSo needless to say, making things right with the customer, [redacted], is of the utmost priority
Firstly, I will note that my event's manager [redacted] and I were quite surprised to receive this concernMy team and I were all very proud of how well the night of their wedding wentThe newly married couple even tipped my staff an extra $at the end of the night sealing for us we felt was a top notch, well executed event with very happy attendees across the boardThe next day the groom came back to pick up their linens from [redacted]He expressed the utmost gratitude and overwhelmingly satisfaction with the eventHe let [redacted] know that he would absolutely be back with pleasure to dine at Cubana Social again in the near future
I will say that a couple weeks before the event the couple made multiple changes to the head count and last minute decisions and changesIt seemed as though perhaps they were feeling over budget and trying to cut costsFor example they had planned to use our linen service for table linens but last minute decided to do it themselves I admired my manager [redacted] for how well she kept up with the frequent changes and inquiries those last few weeks leading up to the weddingShe was diligent, thorough, compassionate, understanding, and the utmost attentive and accommodating to their needs
That said, I will address the customer's problems one by one below
A Updated Menu Changes / Pricing The customer states that the menu and pricing changed from when she first inquired with us in January of to when we sat down to discuss menu options year later When we first made contact, we clearly stated that this menu was subject to changeThis is stated in all of our material we send outIn September of we accepted a deposit from [redacted] and her fiance in the amount of $2,In the invoice it states that the "final cost is to be determined based on number of guests & food & beverage selectionsThe deposit is an estimate to hold the date." The estimate given to the couple was $10,This was based on their estimated number of guests and our minimum to close the restaurant on a Saturday nightThis was all communicated to them on more than one occasion Though our wedding prices had increased over the year's time due to market expense increases, we honored our original quote
BStaffing FeesThe customer states that on "April [redacted] I was informed of additional staffing fees of $that wasn't on my original invoice" The original invoice is attached here in the letter sent to me by Revdex.comIn that invoice there are line items for all the food, beverage, and services that we provide and charge forOne of the line items is "Full Staff & Mgmt." On the bottom of the invoice it states "final cost is to be determined based on number of guests & food & beverage selectionsThe deposit is an estimate to hold the date." This was explained in an in person meeting that the final cost of the above line items would be determined based on their final headcount and food/ beverage selectionsAt the time they were unsure of what their headcount would be thus the invoice states "Guests: TBD" We select the appropriate amount of staff based on the number of guests in attendanceFor an event of guests we may have front of staff scheduled and for an event of guests we may have front of house staff scheduled We estimated a total of $10,for this wedding including staffingIn the end including tax, beverage, staffing, food, everything the total was $8,This is nearly 11% below our estimate and our minimum to close for a private event
CPremium Liquor Package The customer states that "during the reception itself the did not provide the premium liquor I paid for to my guest, instead claimed that my guest asked for top shelf, which is not true." As all of our correspondences indicate with the customer, the premium liquor package included spirits such as Absolut, Jack Daniels, etcas opposed to the Top Shelf package which included spirits such as Grey Goose, Hennessy and PatronThe customer went back and forth on which package to chooseWe allowed them the time to make up their mind up until just a few weeks before the event and they settled on the Premium PackageWe made it clear to them that if guests wanted Top Shelf they would be asked to pay cash per Top Shelf drinkThey anticipated that only a small amount if any of their guests would desire top shelf over the complementary options and felt that the Premium would be the best choice for their guests and most importantly, their budget which again seemed to have changed as we approached the event We provided all the Premium Spirits, cocktails, beers, and wines that we said that we wouldI have attached the drink menu that we provided that nightAdditionally I have attached the sales report from our Point of Sale system from the night that details all the drinks that were purchased by their guestsTheir guests purchased a total of top shelf drinks amounting in $which amounts for less than 5% of the total amount of drinks consumed by their guests that evening
DEnough Food & Serving WareThe customer states that "there was not enough food." We prepared and served a steady flow of food for the allotted hour duration of time in their itineraryShe also makes mention that we served the food on plates instead of in traysWe in fact serve our buffets for every buffet event on large serving platters made out of porcelain chinaThe kitchen is in such close proximity to the serving area that we steadily replenish the buffet with fresh plattersThis is an aesthetic choice that we make as both we feel and our past guests have all preferred the look of china platters over steel traysThe following amounts of food were prepared and served
Per adult
8oz white rice
8oz yellow rice w/ shrimp
6oz lechon asado (roast Berkshire pork)
6oz ropa vie(braised grassfed brisket)
6oz organic black beans
pieces maduros
pieces papas fritas
pieces crispy avocado
pieces of tostones
plantain chips
oz hummus
plate of Caesar salad
DBeverage Package for Underage Guests The customer states that we charged them $for soda and juice for kidsWe quoted them a per person price for their food and beverage packageAge is not a factor in the per person priceAs you can see in all of the quotes, informational sheets, and invoices there is never mention of anything like Adults are x price and kids are freeThat is not the caseThe food and beverage is per person, with no discerning of age Just a few weeks before the event they indicated that approximately of their guests would be under This was the first time this was mentionedThey asked if they would have to pay the beverage package for their underage guests We felt that their budget had changed and were trying to reduce their final total in any way they couldWe generously gave them a discounted rate of $per underage guest down from $per person For all of our previous weddings, we charge the same beverage package price per guest regardless of age or non-alcoholic drinkersWe provide for that price their chosen alcohol package plus mocktails, soda, fresh squeezed juices, and fair trade organic coffee
FFood for VendorsAfter the start of the event as appetizers and salad were being served the DJs, MC, and Photographers asked my staff if they would be fedThe customer had not included vendors in their headcount and had not expressed a desire to feed their vendors previouslyWe told the vendors that we would have to check with the bride and groomWe prepared enough food only for the headcount that they gave us prior to the eventThey were informed in writing that their headcount must be finalized weeks before the event date and could not be changed thereafterThe night of the vendors proceeded to ask again during the buffet if they could eatWe did not want the vendors to go hungry as they expected to be fedWe surmised that we could prepare some extra food for the handful of vendors so we offered the customers the option to feed their vendors at 50% off per personThey tried to negotiate this as they explained that some of their expected guests would not be able to make itWe explained to them that it was still early, their missing guests could still arrive, and it was our priority that all their guests got the food they paid forSo we would need to prepare extra for their vendorsThey understood and agreedWe additionally prepared a plate of food after dinner was served for their bus driver who they forgot aboutWe did not charge them for this meal
GTotal FeeThe customer states that "One way or another they made sure to make $10,from myself and or my guest!" As they stated their total fee was $8,plus $for the added vendor food Their guests spent a total of $on top shelf drinks bringing the total gross revenue for the event to $9, We did not "make sure to make $10,000." We provided everything and more that we agreed to provide all coming in at a total of 10% less than estimatedIt is my belief that this is an issue of the couple going over their initial anticipated budget, perhaps with other vendors or something changed with their personal financesAs a courtesy I would be willing to refund them the $that their guests spent that evening on top shelf liquor
I attest that all the above statements are true and that I detailed clear responses to the complaints expressed in [redacted]'s statement to the best of my ability
I am happy to provide any further information at your request
I can be reached by phone or email at [redacted] or ###-###-####
Thank you for all of your attention to this matterI look forward to hearing from you
Sincerely,
[redacted]
--
[redacted]

Revdex.com:
At this time, I have not been contacted by Cubana Social regarding complaint ID [redacted].
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Let’s begin by discussing the surprise that [redacted], the [redacted] and [redacted] express over my
communication with them with regard to my wedding reception event.  The team was tipped an extra $500.00 for the
evening simply because we felt that the security at the door, 2 staffers and 1
bartender had done an exceptional job and was very helpful.  This cannot be said for all of the staff that
evening.  One server spent some time
looking at the groom’s cigar bar and walking around and was hardly
available.  While another rushed to clean
up the tables without asking my guests if they were done and were only were
going to clear 2 tables that evening. I will start by stating that the events
manager, [redacted] had no input initially when I first met with [redacted] to
discuss the reception event. In fact, she came into the event toward the end of
the process.  There was mention in a
previous communications (enclosed) that [redacted] spoke with some of our guest to
see if they were enjoying themselves, which is clearly a responsibility of the
[redacted].  We did inform [redacted]
that our guest would never say anything negative to her or the staff, but would
have informed us about any issues which is exactly why they received my communication
to begin with.
My husband went to pick up the linens the next day and he
did indeed thank [redacted], but again as seen in the previous communication this
was prior to him finding out about the many issues that occurred during the
evening from our guests and family members. I even expressed to [redacted] and
[redacted] via email that his demeanor may not have been so [redacted] when he picked
up the linens had he been informed of all of these issues earlier on. 
A)    
Updated Menu/Pricing Changes – The “contract” was
actually an invoice which was the cause of bigger issues later in the process,
not a lack of funds!  A contract should
specifically state how everything is going to be presented, the actually
selections agreed upon and the changes that are acceptable and unacceptable in
fine print. Then and only then should an invoice be attached indicating what
payments are due, when and then amounts and the cost included with recording
the payments given on specific dates.  Upon
providing the initial deposit of $2500.00, on September **, 2013 we were given
a pricing structure and menu selections. 
During the second meeting, when I provided another payment of $3,000.00
is when I received a new menu with a different price point.  When I asked [redacted] about the changes in prices
she stated that this wasn’t for pricing but more so for the food selection that
had changed (See Exhibit B).  It appears
that she’s changed her tune since to state that the menu prices had changed but
she decided to honor my pricing? Yes that because I already paid toward the
event and when the menu had changed and the pricing structure why didn’t she
reach out to me to inform me? Again this speaks to her lack of interest and
lack of communication throughout the entire process.  Yes my original pricing was honored, but only
AFTER I had to provide PROOF that I was given a different pricing
structure.  At no point did we discuss
that there would be staffing fees in this estimate.  Clearly that should have been communicated
from the beginning!  Not less than a
month before the event was taking place, anyone would have had the same
reaction and this has nothing again to do with budgetary constraints that [redacted] continues to allude to throughout her responses to justify the poor
performance of the venue on this day.   
 
B)     
Staffing Fees – The response with regard to
staffing fees provided by Cubana Social indicates that the invoice was provided
a line item that states “staffing fee”. 
I’ve provided the invoice to the Revdex.com, and what it clearly shows is that
Cubana Social will provide, 4 hours exclusively private + 2hours for set
up/breakdown, welcome cocktail (which my guests NEVER received), Tapas &
Dinner, Open Bar, Full Staff & Mgmt., Full PA Sound system, Video
Projector, House Tables/Chairs and clean-up. 
[redacted] provided us an estimate based on $10,000.  The invoice does not show separate line item
costs! Again it states on the invoice what Cubana Social would provide – only
after my discussion with [redacted] on April [redacted], 2014 (less than a
month before my wedding reception) was I hit with the additional $1860.00 fee
for full staffing and management as part of the final costs.  While we did have guests listed as TBD, there
should have been some communication during the face to face meeting or prior to
April [redacted], 2014 to discuss what those fees could be! It’s amazing
how [redacted]’s response provides what she would anticipate the staffing should be
for a party of 100 or a party of 60 but she NEVER indicated that there would be
an additional fee for staffing! To say that we were informed in person is an
out LIE! We were told in person that
we have a deposit placed for the date, we know how to add and are able to
estimate what the food and beverage cost would be but again were not told of
the staffing fee.  Again not an issue
with finances but if you are trying to complete payments for an event learning
about fees last minute wasn’t [redacted]. The invoice also states that the
balance of 50% would be due the day of the event, however, I was chased down
the evening before to provide the balance for the event so really they need to
change the entire structure of how they conduct private events again someone
with the knowledge and experience would not have an issues as described throughout
this process.
 
 
C)     
Premium Liquor Package – The budget did not
change prior to the event and this is a common theme that Cubana Social ([redacted]) is using to justify her incompetence with regard to the way in which she
handles this private wedding reception event. 
Yes we did purchase the premium liquor package and the fact that my maid
of honor had to state this to the bartender because [redacted] did not inform
her staff was an issue.  The bartender
had suggested there was a cocktail menu to order from.  At no point was it stated that this would be
in addition to any request “premium selections” that our guest would like
otherwise. The menu confused our guest into thinking that these were the only
choices for them and again we had to inform our guest that this was NOT the case but by the time we
realized what was going on, we had been well into the reception.  While I appreciate the diligence of the point
of sale system that is being provided, such details can be manipulated and
furthermore this does nothing for the guests who paid CASH and did not use a
credit card for purchasing drinks so this is just an attempt to evade the gross
negligence in the way the event was handled. 
The comment that [redacted] made as to that the company would be
willing to reimburse the guests does not state that she is going to. It would
have been nice to see Cubana Social be so detailed oriented with all aspects of
our event.
 
D)    
Enough food & serving ware – The Company is
wrong in their opinion of the presentation. 
The response from [redacted] states “We in fact serve our buffets for every
buffet event on large serving platters made out of porcelain china”.  First having food on chinaware presents the
food as family style not buffet style. 
Having said that I will say that the so-called chinaware was not large
as described in the company’s response. 
The chinaware was the size of an actual dinner plate, and if this were
going to be the case again, this should have been in writing on an actual
contract. If [redacted] was honest about how the food would be presented I
most certainly would have upscale to a different food selection/presentation. While
the list provided in terms of the amount of food that was “allegedly” prepared
for this event, it was clearly NOT enough food. Please keep in mind I had 15
guests who did not attend the event. Also, I would like to point out that if
there were enough food, why does [redacted] comment that she had to make
additional food for the vendors? That again is another indication that there
was simply not enough food.  There were
only a total of 6 vendors, which includes the bus driver so if 15 people were
missing from the event, clearly again there was not enough food!
 
 
E)     
Beverage Package for Underage Guests – This
portion of the company’s claims really annoys me for the simple fact the
response is filled with LIES! On January [redacted] 2014 when I provided
the second deposit of $3,000, was the point when we discussed the most details
about the wedding party.  I specifically
told [redacted] in this meeting that my wedding party was made up of my
children who are all under 21! Furthermore we discussed this specifically as I
asked her about the beverage options for children and she stated she would make
mocktails (which were never present or given to any of the children).  Stating that we informed [redacted] that
there would be children a few weeks prior to the wedding as stated was untrue
and yet again example of how she was not interested in the event and was
clearly not paying attention to what I was telling her during this in person
meeting other than handing her my bank card for the $3,000 additional deposit.  You can clearly see from the email exchange
between [redacted] and me she mentions that while they do not typically have so
many children for weddings present, they would do beverages for $20.00 per
child.  If I had gone over budget, why
would I have offered to upgrade to top shelf liquor to include soda/juices for
the kids? Even presenting that offer did [redacted] decline because she felt
that should would get more money otherwise, she has proven to be penny wise and
pound foolish in this regard.   
 
The fact that she states here again that my
budget had changed and that I was trying to reduce cost in any way that I could
is far from true.  The truth is that the
company lacks experience, communication skills and displayed a lack of interest
in the process.  If you view the attached
invoice you will see that she clearly knew about the kids as there is a section
that states price for guest under 21.  In
fact the comment was made that they typically do not have so many children at
the venue but when they do they typically charge $20.00 per child under 21 for
beverages, which I stated to [redacted] that I didn’t understand why this was not
communicated during the in-person meeting that she was present at on January
**, 2014. 
 
F)     
Food & Vendors – I will agree that with many
things on my mind I did forget to make arrangements for my vendors to eat,
however, bearing this in mind a company who specializes in these kinds of
events would have simply asked the question prior to the event date.  As for the company’s response that it was
explained that it was still early in the evening and that our guests could have
arrived at any minute that is just false because the vendors were the very last
group to eat which was around 9pm. At this point we had already informed the
[redacted] that 15 guests were not coming and she had my maid of
honor count who was missing only to come back (of course after speaking with
[redacted]) to state we had to pay for these additional meals.  Of course I would agree to pay for the
vendors ($75.00 plus tax in total) and yes [redacted] is correct I did ask her why
should we have to pay considering 15 guests did not appear and yes her excuse
was indeed they could have shown up at any point in time during the evening,
however, please note that the enclosed list of scheduled events clearly
indicates that the buffet was not open all evening long, the guests were called
by tables and the vendors were the last 6 people to receive food so clearly yet
again here we go with blatant lies.  With
regard to not paying for the bus driver’s meal, my response to that would be
again, we had 15 people who did not show up… we already paid for the additional
5 vendors to eat and so it would not have been an issue to be charged another
$15.00 for one plate! Furthermore, the company states they had to prepare extra
food for the vendors, which I clearly do not see, there should have been excess
since we were short guests. Another sad attempt to justify the lack of interest
in providing the service that I paid for.
 
G)    
Total Fee – In response to [redacted]’s
comment, I really have no interest in her belief that we went over our budget!  This is clearly not the case! The issue was
her lack of interest, communication and response when contacted via email
and/or text messages.  From the emails,
text messages provided and the overwhelming lag time in response this is very
obvious.  Amazingly enough I was asked during
the event if I wanted to extend my event an additional hour at a rate of
$1750.00, so if this is not another indication of trying to reach that $10,000
goal then I really do not know what is. The company was penny wise and pound
foolish and all of the emails/files/text messages verify all of my claims. 
 
This company should a public record to display the lack of professionalism it displays. The lag in text messages is a clear indication of lack of interest. Only when I stated I would show up at the venue did she quickly have the event manager return my call! Totally unprofessional. All of the proof that I submitted clearly shows what was done and the unethical way in which the company performed and I was this noted!  
 
 
 
Sincerely,
[redacted]

Review: On September [redacted], 2013, I hired this location to host my wedding reception. My estimate was based on $10,000. I was given a menu with various selections for the dinner and beverages for that evening. On 9/**/2013, I provided a deposit of $2,500 to hold the date and shortly thereafter would reach out to the [redacted] with questions regarding the space and for my event. My initial email was sent to her on 9/**/2013 with subsequent emails being sent on 10/** and again on 10/** asking for her response, at which time she provided her mobile number and asked that I text her if I did not receive a prompt response when I sent an email. On January [redacted], 2014 I sat down with the [redacted] to discuss my upcoming reception with my maid of honor and a member of her staff who would later become her "[redacted]." During this time I was given an updated menu as the food selections had changed, but noticed that not only had the food selection varied a little but so did the pricing. After noticing these discrepancies I reached out to speak with [redacted] but she would rarely return an email or call when she said she would. In the end, they would ask if I had the original pricing list that I was given to honor that price. It became a big game back and forth and because of all of the turmoil I wanted to cancel but it was late and my wedding was a few weeks away. Needless to say by April [redacted], 2014 I was informed of additional staffing fees of $1860.00 that wasn't on my original invoice and during the reception itself the did not provide the premium liquor I paid for to my guest, instead claimed that my guest asked for top shelf, which is not true. There was not enough food and they had the nerve to take photos of my event without my consent. The ultimate is making my guest pay for beverages that were already paid for and turning off the air conditioning to make the guest feel uncomfortable to purchase drinks. With all of the issues I had with the management it's not surprise they did this!Desired Settlement: They served my buffet on plates instead of in trays,made my guest pay for beverages that were already paid for,changed the pricing by adding additional items that they never discussed (staffing fees) with me, charged me $20.00 for soda and juice for kids, made me pay for the vendors even though I paid for 80 guest and several did not show up they had me pay extra for the vendors (DJ, etc) to eat. One way or another they made sure to make $10,000 from myself and or my guest! [redacted] is horrific

Business

Response:

ID [redacted]

Dear Revdex.com,

Thank you for reaching out to us regarding this issue. Any customer’s concern is of great concern to us at Cubana Social. We are in the hospitality business and creating a warm, positive, experience full of life long lasting magical memories is what we are all about. So needless to say, making things right with the customer, [redacted], is of the utmost priority.

Firstly, I will note that my event’s manager [redacted] and I were quite surprised to receive this concern. My team and I were all very proud of how well the night of their wedding went. The newly married couple even tipped my staff an extra $500 at the end of the night sealing for us we felt was a top notch, well executed event with very happy attendees across the board. The next day the groom came back to pick up their linens from [redacted]. He expressed the utmost gratitude and overwhelmingly satisfaction with the event. He let [redacted] know that he would absolutely be back with pleasure to dine at Cubana Social again in the near future.

I will say that a couple weeks before the event the couple made multiple changes to the head count and last minute decisions and changes. It seemed as though perhaps they were feeling over budget and trying to cut costs. For example they had planned to use our linen service for table linens but last minute decided to do it themselves. I admired my manager [redacted] for how well she kept up with the frequent changes and inquiries those last few weeks leading up to the wedding. She was diligent, thorough, compassionate, understanding, and the utmost attentive and accommodating to their needs.

That said, I will address the customer’s problems one by one below.

A. Updated Menu Changes / Pricing. The customer states that the menu and pricing changed from when she first inquired with us in January of 2013 to when we sat down to discuss menu options 1 year later. When we first made contact, we clearly stated that this menu was subject to change. This is stated in all of our material we send out. In September of 2013 we accepted a deposit from [redacted] and her fiance in the amount of $2,500. In the invoice it states that the “final cost is to be determined based on number of guests & food & beverage selections. The deposit is an estimate to hold the date.” The estimate given to the couple was $10,000. This was based on their estimated number of guests and our minimum to close the restaurant on a Saturday night. This was all communicated to them on more than one occasion. Though our wedding prices had increased over the year’s time due to market expense increases, we honored our original quote.

B. Staffing Fees. The customer states that on “April [redacted] I was informed of additional staffing fees of $1860.00 that wasn’t on my original invoice” The original invoice is attached here in the letter sent to me by Revdex.com. In that invoice there are line items for all the food, beverage, and services that we provide and charge for. One of the line items is “Full Staff & Mgmt.” On the bottom of the invoice it states “final cost is to be determined based on number of guests & food & beverage selections. The deposit is an estimate to hold the date.” This was explained in an in person meeting that the final cost of the above line items would be determined based on their final headcount and food/ beverage selections. At the time they were unsure of what their headcount would be thus the invoice states “Guests: TBD” We select the appropriate amount of staff based on the number of guests in attendance. For an event of 100 guests we may have 8 front of staff scheduled and for an event of 65 guests we may have 6 front of house staff scheduled. We estimated a total of $10,000 for this wedding including staffing. In the end including tax, beverage, staffing, food, everything the total was $8,781. This is nearly 11% below our estimate and our minimum to close for a private event.

C. Premium Liquor Package. The customer states that “during the reception itself the did not provide the premium liquor I paid for to my guest, instead claimed that my guest asked for top shelf, which is not true.” As all of our correspondences indicate with the customer, the premium liquor package included spirits such as Absolut, Jack Daniels, etc. as opposed to the Top Shelf package which included spirits such as Grey Goose, Hennessy and Patron. The customer went back and forth on which package to choose. We allowed them the time to make up their mind up until just a few weeks before the event and they settled on the Premium Package. We made it clear to them that if guests wanted Top Shelf they would be asked to pay cash per Top Shelf drink. They anticipated that only a small amount if any of their guests would desire top shelf over the complementary options and felt that the Premium would be the best choice for their guests and most importantly, their budget which again seemed to have changed as we approached the event. We provided all the Premium Spirits, cocktails, beers, and wines that we said that we would. I have attached the drink menu that we provided that night. Additionally I have attached the sales report from our Point of Sale system from the night that details all the drinks that were purchased by their guests. Their guests purchased a total of 14 top shelf drinks amounting in $159.50 which amounts for less than 5% of the total amount of drinks consumed by their guests that evening.

D. Enough Food & Serving Ware. The customer states that “there was not enough food.” We prepared and served a steady flow of food for the allotted 2 hour duration of time in their itinerary. She also makes mention that we served the food on plates instead of in trays. We in fact serve our buffets for every buffet event on large serving platters made out of porcelain china. The kitchen is in such close proximity to the serving area that we steadily replenish the buffet with fresh platters. This is an aesthetic choice that we make as both we feel and our past guests have all preferred the look of china platters over steel trays. The following amounts of food were prepared and served.

Per adult

8oz white rice

8oz yellow rice w/ shrimp

6oz lechon asado (roast Berkshire pork)

6oz ropa vieja (braised grassfed brisket)

6oz organic black beans

4 pieces maduros

20 pieces papas fritas

3 pieces crispy avocado

3 pieces of tostones

6 plantain chips

2 oz hummus

plate of Caesar salad

D. Beverage Package for Underage Guests. The customer states that we charged them $20 for soda and juice for kids. We quoted them a per person price for their food and beverage package. Age is not a factor in the per person price. As you can see in all of the quotes, informational sheets, and invoices there is never mention of anything like Adults are x price and kids are free. That is not the case. The food and beverage is per person, with no discerning of age. Just a few weeks before the event they indicated that approximately 17 of their guests would be under 21. This was the first time this was mentioned. They asked if they would have to pay the beverage package for their underage guests. We felt that their budget had changed and were trying to reduce their final total in any way they could. We generously gave them a discounted rate of $20 per underage guest down from $45 per person. For all of our previous weddings, we charge the same beverage package price per guest regardless of age or non-alcoholic drinkers. We provide for that price their chosen alcohol package plus mocktails, soda, fresh squeezed juices, and fair trade organic coffee.

F. Food for Vendors. After the start of the event as appetizers and salad were being served the DJs, MC, and Photographers asked my staff if they would be fed. The customer had not included vendors in their headcount and had not expressed a desire to feed their vendors previously. We told the vendors that we would have to check with the bride and groom. We prepared enough food only for the headcount that they gave us prior to the event. They were informed in writing that their headcount must be finalized 2 weeks before the event date and could not be changed thereafter. The night of the vendors proceeded to ask again during the buffet if they could eat. We did not want the vendors to go hungry as they expected to be fed. We surmised that we could prepare some extra food for the handful of vendors so we offered the customers the option to feed their vendors at 50% off per person. They tried to negotiate this as they explained that some of their expected guests would not be able to make it. We explained to them that it was still early, their missing guests could still arrive, and it was our priority that all their guests got the food they paid for. So we would need to prepare extra for their vendors. They understood and agreed. We additionally prepared a plate of food after dinner was served for their bus driver who they forgot about. We did not charge them for this meal.

G. Total Fee. The customer states that “One way or another they made sure to make $10,000 from myself and or my guest!” As they stated their total fee was $8,781 plus $80 for the added vendor food. Their guests spent a total of $159.50 on top shelf drinks bringing the total gross revenue for the event to $9,020.50. We did not “make sure to make $10,000.” We provided everything and more that we agreed to provide all coming in at a total of 10% less than estimated. It is my belief that this is an issue of the couple going over their initial anticipated budget, perhaps with other vendors or something changed with their personal finances. As a courtesy I would be willing to refund them the $159.50 that their guests spent that evening on top shelf liquor.

I attest that all the above statements are true and that I detailed clear responses to the complaints expressed in [redacted]’s statement to the best of my ability.

I am happy to provide any further information at your request.

I can be reached by phone or email at [redacted] or ###-###-####

Thank you for all of your attention to this matter. I look forward to hearing from you.

Sincerely,

--

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Let’s begin by discussing the surprise that [redacted], the [redacted] and [redacted] express over my

communication with them with regard to my wedding reception event. The team was tipped an extra $500.00 for the

evening simply because we felt that the security at the door, 2 staffers and 1

bartender had done an exceptional job and was very helpful. This cannot be said for all of the staff that

evening. One server spent some time

looking at the groom’s cigar bar and walking around and was hardly

available. While another rushed to clean

up the tables without asking my guests if they were done and were only were

going to clear 2 tables that evening. I will start by stating that the events

manager, [redacted] had no input initially when I first met with [redacted] to

discuss the reception event. In fact, she came into the event toward the end of

the process. There was mention in a

previous communications (enclosed) that [redacted] spoke with some of our guest to

see if they were enjoying themselves, which is clearly a responsibility of the

[redacted]. We did inform [redacted]

that our guest would never say anything negative to her or the staff, but would

have informed us about any issues which is exactly why they received my communication

to begin with.

My husband went to pick up the linens the next day and he

did indeed thank [redacted], but again as seen in the previous communication this

was prior to him finding out about the many issues that occurred during the

evening from our guests and family members. I even expressed to [redacted] and

[redacted] via email that his demeanor may not have been so [redacted] when he picked

up the linens had he been informed of all of these issues earlier on.

A)

Updated Menu/Pricing Changes – The “contract” was

actually an invoice which was the cause of bigger issues later in the process,

not a lack of funds! A contract should

specifically state how everything is going to be presented, the actually

selections agreed upon and the changes that are acceptable and unacceptable in

fine print. Then and only then should an invoice be attached indicating what

payments are due, when and then amounts and the cost included with recording

the payments given on specific dates. Upon

providing the initial deposit of $2500.00, on September **, 2013 we were given

a pricing structure and menu selections.

During the second meeting, when I provided another payment of $3,000.00

is when I received a new menu with a different price point. When I asked [redacted] about the changes in prices

she stated that this wasn’t for pricing but more so for the food selection that

had changed (See Exhibit B). It appears

that she’s changed her tune since to state that the menu prices had changed but

she decided to honor my pricing? Yes that because I already paid toward the

event and when the menu had changed and the pricing structure why didn’t she

reach out to me to inform me? Again this speaks to her lack of interest and

lack of communication throughout the entire process. Yes my original pricing was honored, but only

AFTER I had to provide PROOF that I was given a different pricing

structure. At no point did we discuss

that there would be staffing fees in this estimate. Clearly that should have been communicated

from the beginning! Not less than a

month before the event was taking place, anyone would have had the same

reaction and this has nothing again to do with budgetary constraints that [redacted] continues to allude to throughout her responses to justify the poor

performance of the venue on this day.

B)

Staffing Fees – The response with regard to

staffing fees provided by Cubana Social indicates that the invoice was provided

a line item that states “staffing fee”.

I’ve provided the invoice to the Revdex.com, and what it clearly shows is that

Cubana Social will provide, 4 hours exclusively private + 2hours for set

up/breakdown, welcome cocktail (which my guests NEVER received), Tapas &

Dinner, Open Bar, Full Staff & Mgmt., Full PA Sound system, Video

Projector, House Tables/Chairs and clean-up.

[redacted] provided us an estimate based on $10,000. The invoice does not show separate line item

costs! Again it states on the invoice what Cubana Social would provide – only

after my discussion with [redacted] on April [redacted], 2014 (less than a

month before my wedding reception) was I hit with the additional $1860.00 fee

for full staffing and management as part of the final costs. While we did have guests listed as TBD, there

should have been some communication during the face to face meeting or prior to

April [redacted], 2014 to discuss what those fees could be! It’s amazing

how [redacted]’s response provides what she would anticipate the staffing should be

for a party of 100 or a party of 60 but she NEVER indicated that there would be

an additional fee for staffing! To say that we were informed in person is an

out LIE! We were told in person that

we have a deposit placed for the date, we know how to add and are able to

estimate what the food and beverage cost would be but again were not told of

the staffing fee. Again not an issue

with finances but if you are trying to complete payments for an event learning

about fees last minute wasn’t [redacted]. The invoice also states that the

balance of 50% would be due the day of the event, however, I was chased down

the evening before to provide the balance for the event so really they need to

change the entire structure of how they conduct private events again someone

with the knowledge and experience would not have an issues as described throughout

this process.

C)

Premium Liquor Package – The budget did not

change prior to the event and this is a common theme that Cubana Social ([redacted]) is using to justify her incompetence with regard to the way in which she

handles this private wedding reception event.

Yes we did purchase the premium liquor package and the fact that my maid

of honor had to state this to the bartender because [redacted] did not inform

her staff was an issue. The bartender

had suggested there was a cocktail menu to order from. At no point was it stated that this would be

in addition to any request “premium selections” that our guest would like

otherwise. The menu confused our guest into thinking that these were the only

choices for them and again we had to inform our guest that this was NOT the case but by the time we

realized what was going on, we had been well into the reception. While I appreciate the diligence of the point

of sale system that is being provided, such details can be manipulated and

furthermore this does nothing for the guests who paid CASH and did not use a

credit card for purchasing drinks so this is just an attempt to evade the gross

negligence in the way the event was handled.

The comment that [redacted] made as to that the company would be

willing to reimburse the guests does not state that she is going to. It would

have been nice to see Cubana Social be so detailed oriented with all aspects of

our event.

D)

Enough food & serving ware – The Company is

wrong in their opinion of the presentation.

The response from [redacted] states “We in fact serve our buffets for every

buffet event on large serving platters made out of porcelain china”. First having food on chinaware presents the

food as family style not buffet style.

Having said that I will say that the so-called chinaware was not large

as described in the company’s response.

The chinaware was the size of an actual dinner plate, and if this were

going to be the case again, this should have been in writing on an actual

contract. If [redacted] was honest about how the food would be presented I

most certainly would have upscale to a different food selection/presentation. While

the list provided in terms of the amount of food that was “allegedly” prepared

for this event, it was clearly NOT enough food. Please keep in mind I had 15

guests who did not attend the event. Also, I would like to point out that if

there were enough food, why does [redacted] comment that she had to make

additional food for the vendors? That again is another indication that there

was simply not enough food. There were

only a total of 6 vendors, which includes the bus driver so if 15 people were

missing from the event, clearly again there was not enough food!

E)

Beverage Package for Underage Guests – This

portion of the company’s claims really annoys me for the simple fact the

response is filled with LIES! On January [redacted] 2014 when I provided

the second deposit of $3,000, was the point when we discussed the most details

about the wedding party. I specifically

told [redacted] in this meeting that my wedding party was made up of my

children who are all under 21! Furthermore we discussed this specifically as I

asked her about the beverage options for children and she stated she would make

mocktails (which were never present or given to any of the children). Stating that we informed [redacted] that

there would be children a few weeks prior to the wedding as stated was untrue

and yet again example of how she was not interested in the event and was

clearly not paying attention to what I was telling her during this in person

meeting other than handing her my bank card for the $3,000 additional deposit. You can clearly see from the email exchange

between [redacted] and me she mentions that while they do not typically have so

many children for weddings present, they would do beverages for $20.00 per

child. If I had gone over budget, why

would I have offered to upgrade to top shelf liquor to include soda/juices for

the kids? Even presenting that offer did [redacted] decline because she felt

that should would get more money otherwise, she has proven to be penny wise and

pound foolish in this regard.

The fact that she states here again that my

budget had changed and that I was trying to reduce cost in any way that I could

is far from true. The truth is that the

company lacks experience, communication skills and displayed a lack of interest

in the process. If you view the attached

invoice you will see that she clearly knew about the kids as there is a section

that states price for guest under 21. In

fact the comment was made that they typically do not have so many children at

the venue but when they do they typically charge $20.00 per child under 21 for

beverages, which I stated to [redacted] that I didn’t understand why this was not

communicated during the in-person meeting that she was present at on January

**, 2014.

F)

Food & Vendors – I will agree that with many

things on my mind I did forget to make arrangements for my vendors to eat,

however, bearing this in mind a company who specializes in these kinds of

events would have simply asked the question prior to the event date. As for the company’s response that it was

explained that it was still early in the evening and that our guests could have

arrived at any minute that is just false because the vendors were the very last

group to eat which was around 9pm. At this point we had already informed the

[redacted] that 15 guests were not coming and she had my maid of

honor count who was missing only to come back (of course after speaking with

[redacted]) to state we had to pay for these additional meals. Of course I would agree to pay for the

vendors ($75.00 plus tax in total) and yes [redacted] is correct I did ask her why

should we have to pay considering 15 guests did not appear and yes her excuse

was indeed they could have shown up at any point in time during the evening,

however, please note that the enclosed list of scheduled events clearly

indicates that the buffet was not open all evening long, the guests were called

by tables and the vendors were the last 6 people to receive food so clearly yet

again here we go with blatant lies. With

regard to not paying for the bus driver’s meal, my response to that would be

again, we had 15 people who did not show up… we already paid for the additional

5 vendors to eat and so it would not have been an issue to be charged another

$15.00 for one plate! Furthermore, the company states they had to prepare extra

food for the vendors, which I clearly do not see, there should have been excess

since we were short guests. Another sad attempt to justify the lack of interest

in providing the service that I paid for.

G)

Total Fee – In response to [redacted]’s

comment, I really have no interest in her belief that we went over our budget! This is clearly not the case! The issue was

her lack of interest, communication and response when contacted via email

and/or text messages. From the emails,

text messages provided and the overwhelming lag time in response this is very

obvious. Amazingly enough I was asked during

the event if I wanted to extend my event an additional hour at a rate of

$1750.00, so if this is not another indication of trying to reach that $10,000

goal then I really do not know what is. The company was penny wise and pound

foolish and all of the emails/files/text messages verify all of my claims.

This company should a public record to display the lack of professionalism it displays. The lag in text messages is a clear indication of lack of interest. Only when I stated I would show up at the venue did she quickly have the event manager return my call! Totally unprofessional. All of the proof that I submitted clearly shows what was done and the unethical way in which the company performed and I was this noted!

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Cubana Social regarding complaint ID [redacted].

Sincerely,

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Address: 70 North 6th Street, Brooklyn, New York, United States, 11249

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