Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Contact Name and Title: [redacted] GenMgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aol.com We are so sorry [redacted] was not satisfied with her wedding that was held at our establishmentWe try very hard to make sure every detail is looked after and that our customers leave with pleasant and long-lasting memories We have never had a policy where we book only one wedding/event per day as we have areas for wedding ceremonies and areas for receptions/banquetsOn Saturdays, especially, we usually have more than one wedding/event during the dayOur sales consultants would never tell our customers they will be the only wedding on that day and I apologized to [redacted] for the misunderstandingAt the time of [redacted] 's wedding, there was only one other reception taking place, and, one other wedding ceremony which was being held on the opposite side of the mansion where there would be no interference [redacted] 's wedding was held at the East Gazebo at 5:00pmIn the wedding packet which every customer receives it states ceremonies are allowed in that area at 11:00am and 1:00pm onlyWe make exceptions for brides if they insist on having their wedding there after 1pm, but we warn them there may be other events at that time with music playing and those could interfere with the ceremony [redacted] was assigned the 3rd floor dressing room for her to get ready inIt is one of three main dressing rooms we have for our brides and is used almost every weekendYes, I know it was hot that day and it can be difficult to really cool down that room, so we installed a separate wall a/c unit to helpThe groomsmen were given 1/of the entire 2nd floor seating area to use to get readyWe often use this room when the chapel is not available Our staff never saw people from another party taking water glasses as they walked byIf some glasses were picked up it would have been min- hour before the start of [redacted] 's reception and well before we would have poured water into the glasses Yes, our staff should always ask the customer if he or she is finished eating before they take away the plateIf the plate was taken away too soon we had plenty of food left on the buffet for guests to get secondsWe don't tell guests they cannot have seconds but we do tell them they can only get one entree the first time through so everyone gets at least one full plateWe did keep adults from getting into the children's buffet as that is only for kids of a certain ageIn our policy statement it states no left over food may be taken home by the customer or guestsIt also states, if requested, we will box up any leftover cake to be taken homeThis document was signed by the customerIf there were any issues or questions about procedure, why didn't someone ask to speak to the manager? If there is a problem, we need to take care of it right then and there At the end of an event our staff will clean up as much as possible but we will not push the guests outThe bar they ordered was open till the very endI assume the DJ they brought in played music till the very end as well Overall, I am sorry [redacted] is not happy with her wedding experience but I do feel we did everything we were contracted to doI do not believe a refund is warrantedThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The majority of the statements made in this response from [redacted] 's Mansion are blatant liesHere is just a few: 1.) My groom never even set foot on the 2nd floorI have photos to prove that they were getting ready in the waiting room next to the lobby on the first floor2.) The water glasses were empty when my guests arrived at their tablesThe Party that took them walked through my reception area literally less than minutes before my ceremony started and trickled through as my ceremony was going on3.) I will say again, for the hundredth time, that regardless of their "policies" I was promised that my ceremony would go on without interruptionI was never once told that there would be another wedding in my areaIn fact, I was promised the oppositeI asked the numerous times before my wedding dayAgain, I have a video to prove my ceremony was interruptedYou can't hear a word we are saying all you can hear are bagpipesThe contract they refer to had numerous points in it that they did not regardFor example, it stated I could only use their house DJ but when I asked, I was told that the contract was out dated and that I could use my own for a $feeFurthermore, Since filing my first complaint, I've heard from other guests stories about "wedding crashers" from other weddings wandering over and mingling with my guestsI am appalled at how I've been treated by this businessLiterally everything they were supposed to handle fell apartWhy would I pay someone to cause me more stress on my wedding day? It would have gone better had I just had my friends and family do EVERYTHING! I still feel I am entitled to a complete refundI will also be taking this to small claims court if I am not contacted back with some sort of reasonable solution Final Business Response / [redacted] (4000, 11, 2015/10/29) */ There is only one thing I can add to what I previously stated and that is [redacted] is right about the dressing roomHer wedding coordinator thought the groomsmen for her wedding were getting ready on the second floor but that group was for a different weddingThe groomsmen for [redacted] 's wedding got dressed in what we call the parlor on the first floorIt is a big room with lots of space and we used it frequently for groomsmen or the bridal party to get dressed in***
Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: [redacted] Gen. Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
We are so sorry [redacted] was not satisfied with her wedding that was held at our establishment. We try very hard to make sure every...
detail is looked after and that our customers leave with pleasant and long-lasting memories.
We have never had a policy where we book only one wedding/event per day as we have 3 areas for wedding ceremonies and 6 areas for receptions/banquets. On Saturdays, especially, we usually have more than one wedding/event during the day. Our sales consultants would never tell our customers they will be the only wedding on that day and I apologized to [redacted] for the misunderstanding. At the time of [redacted]'s wedding, there was only one other reception taking place, and, one other wedding ceremony which was being held on the opposite side of the mansion where there would be no interference.
[redacted]'s wedding was held at the East Gazebo at 5:00pm. In the wedding packet which every customer receives it states ceremonies are allowed in that area at 11:00am and 1:00pm only. We make exceptions for brides if they insist on having their wedding there after 1pm, but we warn them there may be other events at that time with music playing and those could interfere with the ceremony.
[redacted] was assigned the 3rd floor dressing room for her to get ready in. It is one of three main dressing rooms we have for our brides and is used almost every weekend. Yes, I know it was hot that day and it can be difficult to really cool down that room, so we installed a separate wall a/c unit to help. The groomsmen were given 1/2 of the entire 2nd floor seating area to use to get ready. We often use this room when the chapel is not available.
Our staff never saw people from another party taking water glasses as they walked by. If some glasses were picked up it would have been 45 min. - 1 hour before the start of [redacted]'s reception and well before we would have poured water into the glasses.
Yes, our staff should always ask the customer if he or she is finished eating before they take away the plate. If the plate was taken away too soon we had plenty of food left on the buffet for guests to get seconds. We don't tell guests they cannot have seconds but we do tell them they can only get one entree the first time through so everyone gets at least one full plate. We did keep adults from getting into the children's buffet as that is only for kids of a certain age. In our policy statement it states no left over food may be taken home by the customer or guests. It also states, if requested, we will box up any leftover cake to be taken home. This document was signed by the customer. If there were any issues or questions about procedure, why didn't someone ask to speak to the manager? If there is a problem, we need to take care of it right then and there.
At the end of an event our staff will clean up as much as possible but we will not push the guests out. The bar they ordered was open till the very end. I assume the DJ they brought in played music till the very end as well.
Overall, I am sorry [redacted] is not happy with her wedding experience but I do feel we did everything we were contracted to do. I do not believe a refund is warranted. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The majority of the statements made in this response from [redacted]'s Mansion are blatant lies. Here is just a few: 1.) My groom never even set foot on the 2nd floor. I have photos to prove that they were getting ready in the waiting room next to the lobby on the first floor. 2.) The water glasses were empty when my guests arrived at their tables. The Party that took them walked through my reception area literally less than 5 minutes before my ceremony started and trickled through as my ceremony was going on. 3.) I will say again, for the hundredth time, that regardless of their "policies" I was promised that my ceremony would go on without interruption. I was never once told that there would be another wedding in my area. In fact, I was promised the opposite. I asked the numerous times before my wedding day. Again, I have a video to prove my ceremony was interrupted. You can't hear a word we are saying all you can hear are bagpipes. The contract they refer to had numerous points in it that they did not regard. For example, it stated I could only use their house DJ but when I asked, I was told that the contract was out dated and that I could use my own for a $200 fee... Furthermore, Since filing my first complaint, I've heard from other guests stories about "wedding crashers" from other weddings wandering over and mingling with my guests. I am appalled at how I've been treated by this business. Literally everything they were supposed to handle fell apart. Why would I pay someone to cause me more stress on my wedding day? It would have gone better had I just had my friends and family do EVERYTHING! I still feel I am entitled to a complete refund. I will also be taking this to small claims court if I am not contacted back with some sort of reasonable solution.
Final Business Response /* (4000, 11, 2015/10/29) */
There is only one thing I can add to what I previously stated and that is [redacted] is right about the dressing room. Her wedding coordinator thought the groomsmen for her wedding were getting ready on the second floor but that group was for a different wedding. The groomsmen for [redacted]'s wedding got dressed in what we call the parlor on the first floor. It is a big room with lots of space and we used it frequently for groomsmen or the bridal party to get dressed in. [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Contact Name and Title: [redacted] GenMgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @aol.com We are so sorry [redacted] was not satisfied with her wedding that was held at our establishmentWe try very hard to make sure every detail is looked after and that our customers leave with pleasant and long-lasting memories We have never had a policy where we book only one wedding/event per day as we have areas for wedding ceremonies and areas for receptions/banquetsOn Saturdays, especially, we usually have more than one wedding/event during the dayOur sales consultants would never tell our customers they will be the only wedding on that day and I apologized to [redacted] for the misunderstandingAt the time of [redacted] 's wedding, there was only one other reception taking place, and, one other wedding ceremony which was being held on the opposite side of the mansion where there would be no interference [redacted] 's wedding was held at the East Gazebo at 5:00pmIn the wedding packet which every customer receives it states ceremonies are allowed in that area at 11:00am and 1:00pm onlyWe make exceptions for brides if they insist on having their wedding there after 1pm, but we warn them there may be other events at that time with music playing and those could interfere with the ceremony [redacted] was assigned the 3rd floor dressing room for her to get ready inIt is one of three main dressing rooms we have for our brides and is used almost every weekendYes, I know it was hot that day and it can be difficult to really cool down that room, so we installed a separate wall a/c unit to helpThe groomsmen were given 1/of the entire 2nd floor seating area to use to get readyWe often use this room when the chapel is not available Our staff never saw people from another party taking water glasses as they walked byIf some glasses were picked up it would have been min- hour before the start of [redacted] 's reception and well before we would have poured water into the glasses Yes, our staff should always ask the customer if he or she is finished eating before they take away the plateIf the plate was taken away too soon we had plenty of food left on the buffet for guests to get secondsWe don't tell guests they cannot have seconds but we do tell them they can only get one entree the first time through so everyone gets at least one full plateWe did keep adults from getting into the children's buffet as that is only for kids of a certain ageIn our policy statement it states no left over food may be taken home by the customer or guestsIt also states, if requested, we will box up any leftover cake to be taken homeThis document was signed by the customerIf there were any issues or questions about procedure, why didn't someone ask to speak to the manager? If there is a problem, we need to take care of it right then and there At the end of an event our staff will clean up as much as possible but we will not push the guests outThe bar they ordered was open till the very endI assume the DJ they brought in played music till the very end as well Overall, I am sorry [redacted] is not happy with her wedding experience but I do feel we did everything we were contracted to doI do not believe a refund is warrantedThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The majority of the statements made in this response from [redacted] 's Mansion are blatant liesHere is just a few: 1.) My groom never even set foot on the 2nd floorI have photos to prove that they were getting ready in the waiting room next to the lobby on the first floor2.) The water glasses were empty when my guests arrived at their tablesThe Party that took them walked through my reception area literally less than minutes before my ceremony started and trickled through as my ceremony was going on3.) I will say again, for the hundredth time, that regardless of their "policies" I was promised that my ceremony would go on without interruptionI was never once told that there would be another wedding in my areaIn fact, I was promised the oppositeI asked the numerous times before my wedding dayAgain, I have a video to prove my ceremony was interruptedYou can't hear a word we are saying all you can hear are bagpipesThe contract they refer to had numerous points in it that they did not regardFor example, it stated I could only use their house DJ but when I asked, I was told that the contract was out dated and that I could use my own for a $feeFurthermore, Since filing my first complaint, I've heard from other guests stories about "wedding crashers" from other weddings wandering over and mingling with my guestsI am appalled at how I've been treated by this businessLiterally everything they were supposed to handle fell apartWhy would I pay someone to cause me more stress on my wedding day? It would have gone better had I just had my friends and family do EVERYTHING! I still feel I am entitled to a complete refundI will also be taking this to small claims court if I am not contacted back with some sort of reasonable solution Final Business Response / [redacted] (4000, 11, 2015/10/29) */ There is only one thing I can add to what I previously stated and that is [redacted] is right about the dressing roomHer wedding coordinator thought the groomsmen for her wedding were getting ready on the second floor but that group was for a different weddingThe groomsmen for [redacted] 's wedding got dressed in what we call the parlor on the first floorIt is a big room with lots of space and we used it frequently for groomsmen or the bridal party to get dressed in***
Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: [redacted] Gen. Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
We are so sorry [redacted] was not satisfied with her wedding that was held at our establishment. We try very hard to make sure every...
detail is looked after and that our customers leave with pleasant and long-lasting memories.
We have never had a policy where we book only one wedding/event per day as we have 3 areas for wedding ceremonies and 6 areas for receptions/banquets. On Saturdays, especially, we usually have more than one wedding/event during the day. Our sales consultants would never tell our customers they will be the only wedding on that day and I apologized to [redacted] for the misunderstanding. At the time of [redacted]'s wedding, there was only one other reception taking place, and, one other wedding ceremony which was being held on the opposite side of the mansion where there would be no interference.
[redacted]'s wedding was held at the East Gazebo at 5:00pm. In the wedding packet which every customer receives it states ceremonies are allowed in that area at 11:00am and 1:00pm only. We make exceptions for brides if they insist on having their wedding there after 1pm, but we warn them there may be other events at that time with music playing and those could interfere with the ceremony.
[redacted] was assigned the 3rd floor dressing room for her to get ready in. It is one of three main dressing rooms we have for our brides and is used almost every weekend. Yes, I know it was hot that day and it can be difficult to really cool down that room, so we installed a separate wall a/c unit to help. The groomsmen were given 1/2 of the entire 2nd floor seating area to use to get ready. We often use this room when the chapel is not available.
Our staff never saw people from another party taking water glasses as they walked by. If some glasses were picked up it would have been 45 min. - 1 hour before the start of [redacted]'s reception and well before we would have poured water into the glasses.
Yes, our staff should always ask the customer if he or she is finished eating before they take away the plate. If the plate was taken away too soon we had plenty of food left on the buffet for guests to get seconds. We don't tell guests they cannot have seconds but we do tell them they can only get one entree the first time through so everyone gets at least one full plate. We did keep adults from getting into the children's buffet as that is only for kids of a certain age. In our policy statement it states no left over food may be taken home by the customer or guests. It also states, if requested, we will box up any leftover cake to be taken home. This document was signed by the customer. If there were any issues or questions about procedure, why didn't someone ask to speak to the manager? If there is a problem, we need to take care of it right then and there.
At the end of an event our staff will clean up as much as possible but we will not push the guests out. The bar they ordered was open till the very end. I assume the DJ they brought in played music till the very end as well.
Overall, I am sorry [redacted] is not happy with her wedding experience but I do feel we did everything we were contracted to do. I do not believe a refund is warranted. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The majority of the statements made in this response from [redacted]'s Mansion are blatant lies. Here is just a few: 1.) My groom never even set foot on the 2nd floor. I have photos to prove that they were getting ready in the waiting room next to the lobby on the first floor. 2.) The water glasses were empty when my guests arrived at their tables. The Party that took them walked through my reception area literally less than 5 minutes before my ceremony started and trickled through as my ceremony was going on. 3.) I will say again, for the hundredth time, that regardless of their "policies" I was promised that my ceremony would go on without interruption. I was never once told that there would be another wedding in my area. In fact, I was promised the opposite. I asked the numerous times before my wedding day. Again, I have a video to prove my ceremony was interrupted. You can't hear a word we are saying all you can hear are bagpipes. The contract they refer to had numerous points in it that they did not regard. For example, it stated I could only use their house DJ but when I asked, I was told that the contract was out dated and that I could use my own for a $200 fee... Furthermore, Since filing my first complaint, I've heard from other guests stories about "wedding crashers" from other weddings wandering over and mingling with my guests. I am appalled at how I've been treated by this business. Literally everything they were supposed to handle fell apart. Why would I pay someone to cause me more stress on my wedding day? It would have gone better had I just had my friends and family do EVERYTHING! I still feel I am entitled to a complete refund. I will also be taking this to small claims court if I am not contacted back with some sort of reasonable solution.
Final Business Response /* (4000, 11, 2015/10/29) */
There is only one thing I can add to what I previously stated and that is [redacted] is right about the dressing room. Her wedding coordinator thought the groomsmen for her wedding were getting ready on the second floor but that group was for a different wedding. The groomsmen for [redacted]'s wedding got dressed in what we call the parlor on the first floor. It is a big room with lots of space and we used it frequently for groomsmen or the bridal party to get dressed in. [redacted]