[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Dear [redacted] ,This letter serves as our official response to [redacted] 's complaint.We would like to mention that we are only going to deal with the FACTS of this complaint and any personal opinions will be left at thatWe agree that the party room should have been ready at 2:and was only handed over at 2:and for that we do apologizeThe minutes before the booking time is allowed for decorations, our Staff sets up the tables with all place settings, brings in all the food, drinks etcif the parents have personal banners or balloons this is the time they would use for thatThis is not time paid for, included in the package which was booked it allows for minutes in the party roomStarting at the time booked, in this case 3pmThe guests are only in at the allocated timeThe complaint mention that [redacted] waited in the reception until 2:when her first guest arrived.In the confirmation sent it is CLEARLY stated in red letters "Something to keep in mind whenSending your invitationsit is always helpful to start the party at least an hour to an hour and a half before the eating time due to late arrivalsWe are not always able to accommodate extensions"The package purchased allows minutes in the party roomThe booking was for 3:00pm thus the "Eating time" started at 3pm"Minutes in the party room, unlimited play time in the facility" is stated on the booking form as well as the confirmation which is sent outThe complaint mentioned [redacted] 's other guests, which she was waiting for arrived at 3:25pm, This left minutes in the roomThe complaint mentioned that [redacted] left the party room at 4pmThe package was only for minutes thus We DID allow an additional minutes in the roomThe complaint mentioned that there were two additional pitchers of Soda purchasedwe didnot charge for theseThe complaint mentioned [redacted] stayed till 5:25pm, this calculates to hours in ourfacility not the hour and mentioned [redacted] had access to the facility from 12pm till 6pm as we do not have a limit on how long you can stay in the facilityThe complaint mentioned that when [redacted] left at 5:40pm the other party was still in the roomThis was because their slot started at 5pm and they purchased the exact Same minutes which allowed them to be in the room till 5:45pmThe complaint mentioned that an email was the only CommunicationThis implies that emailwas exchanged, we disagree as we have in total emails on fileIn addition to the emails we have a record of a telephone call to [redacted] on the 20th ofNovember at 2:08pmTiaan F [redacted] Spoke to [redacted] himselfWe choose our majority of communication in the form of email so that correspondence can bekept in writingA customer is ALWAYS welcome to phone in with any questions.In conclusion we as owners of LuV2Play would like to apologize for any inconvenience or unpleasant experiences [redacted] had at our facility and we have just refunded this party in full.We don’t see this as admission of any wrong doing but we do want to resolve this matter in an amicable manner!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted],This letter serves as our official response to [redacted]'s complaint.We would like to mention that we are only going to deal with the FACTS of this complaint and any personal opinions will be left at that.1. We agree that the party room should have been ready at 2:30 and was only...
handed over at 2:45 and for that we do apologize.2. The 30 minutes before the booking time is allowed for decorations, our Staff sets up the tables with all place settings, brings in all the food, drinks etc. if the parents have personal banners or balloons this is the time they would use for that. This is not time paid for, included in the package which was booked it allows for 45 minutes in the party room. Starting at the time booked, in this case 3pm. The guests are only in at the allocated time.3. The complaint mention that [redacted] waited in the reception until 2:50 when her first guest arrived.In the confirmation sent it is CLEARLY stated in red letters "Something to keep in mind whenSending your invitations.... it is always helpful to start the party at least an hour to an hour and a half before the eating time due to late arrivals. We are not always able to accommodate extensions"The package purchased allows 45 minutes in the party room. The booking was for 3:00pm thus the "Eating time" started at 3pm. "45 Minutes in the party room, unlimited play time in the facility" is stated on the booking form as well as the confirmation which is sent out. The complaint mentioned [redacted]'s other guests, which she was waiting for arrived at 3:25pm, This left 20 minutes in the room4. The complaint mentioned that [redacted] left the party room at 4pm. The package was only for 45 minutes thus We DID allow an additional 15 minutes in the room.5. The complaint mentioned that there were two additional pitchers of Soda purchased... we didnot charge for these.6. The complaint mentioned [redacted] stayed till 5:25pm, this calculates to 3 hours in ourfacility not the hour and 15 mentioned. [redacted] had access to the facility from 12pm till 6pm as we do not have a limit on how long you can stay in the facility.7. The complaint mentioned that when [redacted] left at 5:40pm the other party was still in the room. This was because their slot started at 5pm and they purchased the exact Same 45 minutes which allowed them to be in the room till 5:45pm.8. The complaint mentioned that an email was the only Communication. This implies that 1 emailwas exchanged, we disagree as we have in total 12 emails on file.9. In addition to the emails we have a record of a telephone call to [redacted] on the 20th ofNovember 2018 at 2:08pm. Tiaan F[redacted] Spoke to [redacted] himself.10. We choose our majority of communication in the form of email so that correspondence can bekept in writing. A customer is ALWAYS welcome to phone in with any questions.In conclusion we as owners of LuV2Play would like to apologize for any inconvenience or unpleasant experiences [redacted] had at our facility and we have just refunded this party in full.We don’t see this as admission of any wrong doing but we do want to resolve this matter in an amicable manner!
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Dear [redacted] ,This letter serves as our official response to [redacted] 's complaint.We would like to mention that we are only going to deal with the FACTS of this complaint and any personal opinions will be left at thatWe agree that the party room should have been ready at 2:and was only handed over at 2:and for that we do apologizeThe minutes before the booking time is allowed for decorations, our Staff sets up the tables with all place settings, brings in all the food, drinks etcif the parents have personal banners or balloons this is the time they would use for thatThis is not time paid for, included in the package which was booked it allows for minutes in the party roomStarting at the time booked, in this case 3pmThe guests are only in at the allocated timeThe complaint mention that [redacted] waited in the reception until 2:when her first guest arrived.In the confirmation sent it is CLEARLY stated in red letters "Something to keep in mind whenSending your invitationsit is always helpful to start the party at least an hour to an hour and a half before the eating time due to late arrivalsWe are not always able to accommodate extensions"The package purchased allows minutes in the party roomThe booking was for 3:00pm thus the "Eating time" started at 3pm"Minutes in the party room, unlimited play time in the facility" is stated on the booking form as well as the confirmation which is sent outThe complaint mentioned [redacted] 's other guests, which she was waiting for arrived at 3:25pm, This left minutes in the roomThe complaint mentioned that [redacted] left the party room at 4pmThe package was only for minutes thus We DID allow an additional minutes in the roomThe complaint mentioned that there were two additional pitchers of Soda purchasedwe didnot charge for theseThe complaint mentioned [redacted] stayed till 5:25pm, this calculates to hours in ourfacility not the hour and mentioned [redacted] had access to the facility from 12pm till 6pm as we do not have a limit on how long you can stay in the facilityThe complaint mentioned that when [redacted] left at 5:40pm the other party was still in the roomThis was because their slot started at 5pm and they purchased the exact Same minutes which allowed them to be in the room till 5:45pmThe complaint mentioned that an email was the only CommunicationThis implies that emailwas exchanged, we disagree as we have in total emails on fileIn addition to the emails we have a record of a telephone call to [redacted] on the 20th ofNovember at 2:08pmTiaan F [redacted] Spoke to [redacted] himselfWe choose our majority of communication in the form of email so that correspondence can bekept in writingA customer is ALWAYS welcome to phone in with any questions.In conclusion we as owners of LuV2Play would like to apologize for any inconvenience or unpleasant experiences [redacted] had at our facility and we have just refunded this party in full.We don’t see this as admission of any wrong doing but we do want to resolve this matter in an amicable manner!
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Dear [redacted],This letter serves as our official response to [redacted]'s complaint.We would like to mention that we are only going to deal with the FACTS of this complaint and any personal opinions will be left at that.1. We agree that the party room should have been ready at 2:30 and was only...
handed over at 2:45 and for that we do apologize.2. The 30 minutes before the booking time is allowed for decorations, our Staff sets up the tables with all place settings, brings in all the food, drinks etc. if the parents have personal banners or balloons this is the time they would use for that. This is not time paid for, included in the package which was booked it allows for 45 minutes in the party room. Starting at the time booked, in this case 3pm. The guests are only in at the allocated time.3. The complaint mention that [redacted] waited in the reception until 2:50 when her first guest arrived.In the confirmation sent it is CLEARLY stated in red letters "Something to keep in mind whenSending your invitations.... it is always helpful to start the party at least an hour to an hour and a half before the eating time due to late arrivals. We are not always able to accommodate extensions"The package purchased allows 45 minutes in the party room. The booking was for 3:00pm thus the "Eating time" started at 3pm. "45 Minutes in the party room, unlimited play time in the facility" is stated on the booking form as well as the confirmation which is sent out. The complaint mentioned [redacted]'s other guests, which she was waiting for arrived at 3:25pm, This left 20 minutes in the room4. The complaint mentioned that [redacted] left the party room at 4pm. The package was only for 45 minutes thus We DID allow an additional 15 minutes in the room.5. The complaint mentioned that there were two additional pitchers of Soda purchased... we didnot charge for these.6. The complaint mentioned [redacted] stayed till 5:25pm, this calculates to 3 hours in ourfacility not the hour and 15 mentioned. [redacted] had access to the facility from 12pm till 6pm as we do not have a limit on how long you can stay in the facility.7. The complaint mentioned that when [redacted] left at 5:40pm the other party was still in the room. This was because their slot started at 5pm and they purchased the exact Same 45 minutes which allowed them to be in the room till 5:45pm.8. The complaint mentioned that an email was the only Communication. This implies that 1 emailwas exchanged, we disagree as we have in total 12 emails on file.9. In addition to the emails we have a record of a telephone call to [redacted] on the 20th ofNovember 2018 at 2:08pm. Tiaan F[redacted] Spoke to [redacted] himself.10. We choose our majority of communication in the form of email so that correspondence can bekept in writing. A customer is ALWAYS welcome to phone in with any questions.In conclusion we as owners of LuV2Play would like to apologize for any inconvenience or unpleasant experiences [redacted] had at our facility and we have just refunded this party in full.We don’t see this as admission of any wrong doing but we do want to resolve this matter in an amicable manner!