Newport Experience

*** ***, Esq.Five Marina PlazaNewport, RI 02840 November 29, 2016 RE: Revdex.com Case # *** ***
*** Dear Complaint Handler: We would first like the opportunity to thank the Complainant for her feedback and for making us aware of the problems that occurred during her weddingWe greatly value feedback (be it good or bad), to identify where our faults or attributes lieWe would also like to again offer our sincerest apologies that her wedding experience at the Stone House left her feeling unsatisfiedAs we previously shared with her, we take these issues both seriously and personally as we pride ourselves in being a premier hospitality company in Newport County. Most notably, the Stone House fully accepts that there was a breakdown in communication concerning renotifying the Complainant about the Town’s change to the noise ordinance as the company struggled to conceptualize the full reach of the new ordinances as well as foreclose any subsequent changes from the Town CouncilWe understand the Complainant’s assumption that when she signed her contract in April that her wedding would likely end at the contracted time Every opportunity was taken to allow their band to continue until the contracted time (company policy is 9:45pm given the required event break down time)The General Manager met with the Complainant a day prior to the wedding with a proposal to move the band inside the barn (adjacent to the rented wedding space) for an hour or two after the tented reception finished at no costThat offer was rejected by the Complainant. On the evening of the event, a noise complaint was made to the Town in addition to a number of neighbors calling in to the hotel reception directlyEvery effort was made to lower the music to limit the disruption, but ultimately the band was required to stop playing as the police respondedIt is important to note that according to the police record, the band ended at approximately 9:pmThis end time was five minutes earlier than the scheduled last song (see the Banquet Event Order stating that at 9:pm “[e]ntertainment plays the last song”)Regardless, we fully recognize that this last minute change and slightly earlier end time may have caused the Complainant unnecessary stress. In terms of food concerns, as previously shared with the Complainant by the Director of Banquets, she was correct in her statement that the food service during certain portions of the wedding was unacceptably slowThe food service issue was due to a last minute unforeseen staffing issue that affected both the kitchen and front-of-house staffStaff did everything they could behind the scenes to expedite the process evidenced by all the hors d’oeuvres and salads being presented to the guests in a timely manner despite the short staffingNonetheless, we fully accept that the staff’s success fell short of the Complainant’s expectations as well as the high service bar we hold ourselves to Page of 2 Unfortunately, our staff does not recall not serving two tablesHowever, the staff does recall a number of persons from various tables dancing while cake was being servedThe remaining unserved cake slices were then stationed at the cake table for guests to help themselves at their convenienceWe apologize if servers did in fact miss a number of guests that were dancing, but maintain that an abundance of cake remained available until clearing of the dining area began. The Assistant Banquet Manager was the Complainant’s table captain for the evening and by their side almost the entire eveningHe explicitly recalls reserving a portion of hor d’oeuvres on a platter for the bride and groom to enjoyHe also recalls presenting that platter repeatedly to the bride and groom during cocktail hour as well as the additional hour thereafter that they spent taking photographsAt the end of the cocktail hour and at some point during that additional hour, the hor d’oeuvres were moved into the barn as their wedding guests were seatedWhile in the barn, the bride and groom’s children ate most of the hor d’oeuvres platter before the few remaining pieces were discarded. We again offer our sincerest apologies that we were not able to give the Complainant the “wow” factor that we strive for in every facet of our businessNevertheless, we have attempted to settle this issue despite not receiving any accounting reconciling her disputed amount (see August 4, email)We have again and again acknowledged the Complainant’s perceived short-falls, offered our sincerest apologies, and offered a good-will gesture of a complimentary hotel stay and meal at the Stone HouseGiven the amount of time that has passed and the Complainant’s continued misgivings about the processing of her complaint, we would like to again extend our sincerest apology for falling short of the Complainant’s expectations and explicitly recognize that we failed to exceed our high expectations in our own opinion on a number of pointsWe have taken a number of steps to correct these short-falls across the board. In addition to our sincerest apology and recognition of our short-falls, we would like to offer the Complainant, her husband, and their children an evening stay in a suite at the Stone House to celebrate their one-year anniversaryFurthermore, we would like to also offer the bride and groom a dinner recreating their entire wedding menu during their anniversary stay at the Stone House. Sincerely, *** ***, Esq