Thank you for bringing to our attention your issues with your wedding. As usual there are two sides to the story and I will state mine as I have it documented.In late September or early October I received a...
call from [redacted] who stated that he wanted to have a very small wedding of around 12 people and would we have space. I stated that he could do a west coast wedding upstairs for that number or recommended the ceremony next door at the [redacted] and then a celebration meal upstairs for their December 12th date. I told them that there is a $50 room deposit to hold the space. He did not pay for that at the time.Alysia, my manager talked to him and he scheduled a tasting for October 29th. Our waitress and Alysia stayed and they never showed. Alysia had also called and talked to me about a baby shower for the same day and Christmas in the village. I told her to call [redacted] back as we did not have a confirmation, make sure about the wedding as we did not have a deposit. They failed to show for the tasting and Alysia called and checked on them and mentioned the baby shower. Since we had not had a deposit and the wedding was 12 people last that I had heard, and they had missed their tasting, we were in the dark. The reservation book does not reflect a November 5th tasting date. Their deposit was for the room deposit. ($50 usually $75) Our entire venue wedding deposit is $400 as stated on the web site. There was no mention of taking the entire venue.Alysia called them back and they scheduled a tasting for brunch items on November 22nd. On November 22nd, [redacted] and [redacted] arrived for the brunch with two young children. I was preparing for other events but told Stephanie to start by serving brunch to them. The children requested other items that we accommodate them with other needs. Being kids they were not too excited to be sitting still and listening to conversation. I sat down and asked about the food and they brought up allergy concerns and items they they wanted to be different. They then wanted to taste cakes. Our cakes are made every week and there was not any cakes noted, so I brought out the cake of the week and started my fact finding on the wedding. Marriage license, time of arrival, officient etc. It became apparent to me that this wedding was double plus the original number and I voiced my concern that it would not work here, but lets go upstairs and start the fact finding process. [redacted] stated then that she wanted the entire venue. (I have a system and started pulling the forms) I told her the venue was not an option as it was Christmas in the village. Since she wanted to taste other cakes and there might have been a misunderstanding, I told her to email or call me and they could taste additional cakes the following weekend as I would order what they would want, but I wanted to get the information going on the other items for the wedding...chargers, linens, flowers, food etc.[redacted] walked up stairs and refused to talk to me, and left. Her fiance said he would get back to me Monday or Tuesday about the plans for the wedding.. I said I would cancel the shower, give them a refund, look for other spaces (which I did) and we could discuss the logistics and needs when he called as he said he was off Monday and Tuesday.I left it in his court as his bride was not happy.I never heard anything from [redacted] until November 30 where I said we would be happy to refund the deposit as he had booked a hotel and a caterer. I told him to email me his address and I would get a check cut and out. I got a Hi Karin,We spoke yesterday regarding cancellation on the 13th and a refund check. My address is.......... Thank you for the refund. Thank you for your time and have a happy holiday.[redacted]Even though I had already offered the refund, [redacted] took it upon herself to complain further and ask for a brunch refund through you. [redacted] did mention the refund for the food. I did not know that they were charged and would have happily refunded that also if I had known that that had occurred.I am happy that this couple found another place for their wedding as the numbers would not have worked for us. We never had a discussion about renting the entire facility and that would not have been available due to community events. I am happy to refund the $120 and offer my apology.Communication is key. This event started one way and ended up another. I wish them the best and am sorry that they will NEVER visit us again and am certain will speak poorly of us even after the refund and the apology. Many other places would not have done either.Karin [redacted]Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
The owner called my fiance and later myself when she did not reach him at 7pm when we were hanging Christmas decorations with our children. When my fiance called the owner back she proceed to belittle him for receiving a complaint from the Revdex.com. Her response to our complain not only contains the incorrect wedding date (she states it was for 12/12/15 when it is obviously for 12/13/15), but also contains false information regarding our children (they never complained about the meal, they ate the fruit cup and none of their food was substituted for something else as the owner stated) and had nothing to do with our complaint. The fact that the OWNER of Serenity included our children in her complaint demonstrates her childish behavior. My fiance and I are very excited to get married, and want to forget what happened with Serenity. We appreciate the refund of our money and apology letter, both which we are still waiting for, and just want to move on. Review yelp.com.
[redacted],
Thank you for bringing to our attention your issues with your wedding. As usual there are two sides to the story and I will state mine as I have it documented.In late September or early October I received a...
call from [redacted] who stated that he wanted to have a very small wedding of around 12 people and would we have space. I stated that he could do a west coast wedding upstairs for that number or recommended the ceremony next door at the [redacted] and then a celebration meal upstairs for their December 12th date. I told them that there is a $50 room deposit to hold the space. He did not pay for that at the time.Alysia, my manager talked to him and he scheduled a tasting for October 29th. Our waitress and Alysia stayed and they never showed. Alysia had also called and talked to me about a baby shower for the same day and Christmas in the village. I told her to call [redacted] back as we did not have a confirmation, make sure about the wedding as we did not have a deposit. They failed to show for the tasting and Alysia called and checked on them and mentioned the baby shower. Since we had not had a deposit and the wedding was 12 people last that I had heard, and they had missed their tasting, we were in the dark. The reservation book does not reflect a November 5th tasting date. Their deposit was for the room deposit. ($50 usually $75) Our entire venue wedding deposit is $400 as stated on the web site. There was no mention of taking the entire venue.Alysia called them back and they scheduled a tasting for brunch items on November 22nd. On November 22nd, [redacted] and [redacted] arrived for the brunch with two young children. I was preparing for other events but told Stephanie to start by serving brunch to them. The children requested other items that we accommodate them with other needs. Being kids they were not too excited to be sitting still and listening to conversation. I sat down and asked about the food and they brought up allergy concerns and items they they wanted to be different. They then wanted to taste cakes. Our cakes are made every week and there was not any cakes noted, so I brought out the cake of the week and started my fact finding on the wedding. Marriage license, time of arrival, officient etc. It became apparent to me that this wedding was double plus the original number and I voiced my concern that it would not work here, but lets go upstairs and start the fact finding process. [redacted] stated then that she wanted the entire venue. (I have a system and started pulling the forms) I told her the venue was not an option as it was Christmas in the village. Since she wanted to taste other cakes and there might have been a misunderstanding, I told her to email or call me and they could taste additional cakes the following weekend as I would order what they would want, but I wanted to get the information going on the other items for the wedding...chargers, linens, flowers, food etc.[redacted] walked up stairs and refused to talk to me, and left. Her fiance said he would get back to me Monday or Tuesday about the plans for the wedding.. I said I would cancel the shower, give them a refund, look for other spaces (which I did) and we could discuss the logistics and needs when he called as he said he was off Monday and Tuesday.I left it in his court as his bride was not happy.I never heard anything from [redacted] until November 30 where I said we would be happy to refund the deposit as he had booked a hotel and a caterer. I told him to email me his address and I would get a check cut and out. I got a Hi Karin,We spoke yesterday regarding cancellation on the 13th and a refund check. My address is.......... Thank you for the refund. Thank you for your time and have a happy holiday.[redacted]Even though I had already offered the refund, [redacted] took it upon herself to complain further and ask for a brunch refund through you. [redacted] did mention the refund for the food. I did not know that they were charged and would have happily refunded that also if I had known that that had occurred.I am happy that this couple found another place for their wedding as the numbers would not have worked for us. We never had a discussion about renting the entire facility and that would not have been available due to community events. I am happy to refund the $120 and offer my apology.Communication is key. This event started one way and ended up another. I wish them the best and am sorry that they will NEVER visit us again and am certain will speak poorly of us even after the refund and the apology. Many other places would not have done either.Karin [redacted]Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
The owner called my fiance and later myself when she did not reach him at 7pm when we were hanging Christmas decorations with our children. When my fiance called the owner back she proceed to belittle him for receiving a complaint from the Revdex.com. Her response to our complain not only contains the incorrect wedding date (she states it was for 12/12/15 when it is obviously for 12/13/15), but also contains false information regarding our children (they never complained about the meal, they ate the fruit cup and none of their food was substituted for something else as the owner stated) and had nothing to do with our complaint. The fact that the OWNER of Serenity included our children in her complaint demonstrates her childish behavior. My fiance and I are very excited to get married, and want to forget what happened with Serenity. We appreciate the refund of our money and apology letter, both which we are still waiting for, and just want to move on. Review yelp.com.
[redacted],