Mon Petit Chateau LLC

This Member purchased an Annual passport for open play membership to
Mon
Petit Chateau for their children (*** and ***) on September 9th,
This membership was our pre-paid Carte Blanche membership that also
allowed them special extras such as a 15% discount in our children’s boutique,
discount on any and all birthday party packages booked, free Guest Passes, and
drop in passes to attend some classes for their kids
The passport membership was explained in detail at the time of their
sign up and that the open play time frame was from Monday thru Friday and in
the event that we did not have a party or event on any day, especially Saturday
or Sunday that we would then announce that we had ‘open playtime’ and the pass
could be used thenWe do not, nor never had our open play hours of operation set
for Saturdays and SundaysWe have always let everyone know especially
prospective members that the weekends are reserved for the private birthday
parties…and that in the event that we did not have a party for a particular
Saturday or Sunday that we would announce that we would have ‘open play’ on
that dayCustomers and Members are told that they can call us on that day, or
check our Facebook page to see the status of open playtime on a weekendThe
member in question whom has filed this matter we are responding to was made
very well aware of this fact, and in no such time have we ever deviated from
this policy either written or otherwiseTheir membership was used on a regular
basis during the week towards the very end of the day
The only time we are aware of that they tried to use their membership
for open play and weren’t able to because we had a Special Event, was for
December 16th, (which was posted)We responded appropriately
to that voicemail complaint (see below emailed response)
*** ***
12/19/
mailto:To: ***@***.***
From:
*** *** (***@hotmail.com) You
moved this message to its current location
Sent:
Thu 12/19/11:AM
To:
***@***.*** (***@***.***)
Good morning ***Sorry, I just now got your voicemail message regarding
the special private event we had on Monday that precluded your nanny from
bringing the kids to play that eveningWhenever we have a special private
event that occurs during the week (or an emergency) , it is usually a partial
day closure for late in the day, we always post it on our Facebook page
for that day (as we did for Monday the 16th)
We appologize for the inconvenience
and look forward to seeing you here again soon
Sincerely,
*** ***
*** * ***
Mon Petit Château Harold Place #204 Chula Vista, CA 91914 619-271-7880 MPChateau.com
Now, to address a couple of the comments we feel were innacurate in the
complaint we received via the Revdex.com
We have expressed that if you are considering coming on a Saturday or
Sunday that you will need to call us or check our Facebook page to see if we
are open that particular Saturday or Sunday for open playtime availability
This was personally conveyed at the time of their decision to purchase an
annual membership passport, and, restated on December 19th in our
e-mailed response to them concerning their not being able to have open play on
December 16thWe have always reserved the right to close our
establishment on Saturday or Sunday to the public in order to host our Private
Birthday Parties or Events
Our hours have never changed since we openedWe have never listed open
play hours as being openly available on Saturdays and have not changed our
website to that affect… not before their concerns, nor after their concerns as
stated in their complaint
Member states they paid over $for their membershipThey received a
discount on their second child and paid exactly $for the first, and $
for their second child
This client has enjoyed special discount treatment in our children’s
boutique long before she became a member because of her close affiliation with
a dear friend (and client) of ours here at Mon Petit Chateau
The bottom line here is that the member purchased this membership and was
clearly explained how the membership workedAt no time was there any
misrepresentation on our part about the membershipThey enjoyed its benefits
on many occasions during open play hours during the weekWhen they first had a
question about the weekend availability and/or special event availability
affecting their open play use back on December 19th, the policy was once
again promulgated to them in a written responseEvery membership is sold to
our valued clients with the upfront knowledge of this availability policyI
personally expressed this to this client prior to their committing to the
membership. We never ‘mis-represented’
Mon Petit Chateau’s membership to them, nor
made changes to our website to cover up our availability post their complaint, (We had emailed you on another case, a copy
of our verbiage a couple of years ago, maybe you still have that one fileYou
will see that all is the same.)
We truly regret that this had to come to this as we only had this one
previous email informing us of this occurrenceWe hope it can be resolved in
an amicable mannerWe welcome them with open arms and truly regret that they
had to come in when we had a Private Event in session as we enjoy having them at
Mon Petit Chateau
Sincerely,
*** ***
*** * ***