Rancho Las Lomas

To Whom It May Concern, In response to *** ***’ complaint made against our company, Rancho Las Lomas, we have thoroughly visited these issues in reply to each one presentedConcerning the accusations of advertising on our website, this was taken during a photo shoot onsite that
used flameless LED candlesDue to the nature of the candles, hurricane glass was unnecessary during the shootAs stated in the contract under rules and regulations: No open flames are allowed, with the exception of candles, which are to be in a glass container, where the flame does not exceed the topUnenclosed candles, or open flames, are against fire code regulations. As for the coordinator being told do’s and don’ts of the property, these rules and regulations are discussed prior to the wedding day, with the client directlyIt’s at the discretion of the client to convey these policies to their coordinatorOn the day of the wedding, the coordinator was told multiple times, by venue manager, *** ***, at approximately am, that tea lights were not allowed because they violated regulation of not being in a glass containerAdditionally, Brandon Huie, RLL’s operation manager, informed the coordinator that candles were not permitted unless contained by a hurricane glassAfter the coordinator had disregarded our candle policy once again, Carrots event specialist, *** ***, confiscated the candles on behalf of Rancho Las LomasIn regards to the bride and groom’s claims that they would have the entire venue to themselves for the day; as stated in the contract: The basic rental fee is based on an hour event for up to guestsThe parties may arrive at Rancho Las Lomas on the day of the event any time after amEarlier arrival is strictly by approval by RLL staff two weeks prior to the event date.We do our best to ensure the property’s privacy; however it is not stated in the contract that the venue is given solely to the bride and groom on their event day. Furthermore, the bride and groom made a complaint concerning the bride’s flowers being touched on the day of the weddingRLL gave special approval to have the bride and groom’s cherry blossom trees arrive a day prior to the wedding and be picked up the day after the wedding, which is typically not allowedAdditionally, our operations manager assisted with relocating the trees on these daysUnfortunately, there is no physical proof that the flowers were tampered with and it was not brought to our attention the day of that this was an issue. Additionally, it was brought up that a guest entered the bridal suite at an indecent time, which RLL has apologized repeatedly forUnfortunately, there is no trail to determine what guest exactly this wasHowever, once again this issue was not brought up to any staff the day of, and unfortunately did not surface until weeks later. The issue of a baby’s stroller in the Grand Salon was pointed out as well, and with this we refer back to Carrot’s contractOn the contract, there were children’s meals served for children under the age of It is possible that these guests were unaware that they were not permitted in the Grand Salon with their strollersAdditionally, Rancho Las Lomas does not have a stroller restriction policy. Another issue brought up in Mr***’ letter was the complaint that Rancho Las Lomas only allows one caterer for an eventPrior to booking our venue, the bride and groom are informed that we work with an exclusive caterer, Carrots, and this is our policy for all food service and again this is stated in our contract that the client signed. There have been no email communications directly between the owner of the facility and the bride and groomAs previously informed multiples times, we do not have an on-site coordinatorHowever; our venue manager, *** ***, has had email communication with the ***’s family repeatedly. In regards to the accusations of lying on ***, Rancho Las Lomas never crossed this lineWe simply inquired that the slander made against us be removed from our *** page to due claimsThese claims are in direct violation of ***’s policies, therefore, were necessary to removeThe mother of the groom, Katherine ***, stated in an email that she was going to beseech her guests and family members that attended the wedding to make similar complaints on *** that would defend her arguments against the companyFurthermore, the *** family has taken additional steps toward publicly slandering our company by posting links to videos of a personal natureThese personal attacks toward the owner of the company are completely irrelevant to the issues at hand. Unfortunately, no issues were presented to our company the day of the wedding, and were not brought up until weeks there afterWith accusations as such taking this amount of time to surface, it is difficult to gather evidence of a majority of these claims against usAdditionally, the bride had sent an email to Carrots Catering in the days following her wedding and expressed gratitude and satisfaction with her wedding dayIt was not until weeks later that the mother of the groom surfaced with these claimsWe hope that the bride and groom can look back on their wedding day, with positivity and joy and that these disputes can be laid to rest.Sincerely, *** ***Rancho Las Lomas*** *** *** | *** ** *** ***|Fax: *** *** | ***