Royal Palace Banquet Hall Reviews (%countItem)
Royal Palace Banquet Hall Rating
Address: 1825 NE 8th St, Homestead, Florida, United States, 33033-4705
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good afternoon, and thanks in advance for your help.
On 3/6/20 I pay 500.00 dollars to separate a date for my daughter quinceaneras 15 s party on royal palace banquet hall located on homestead, Florida, and 3/10/20 I pay 2000.00 more to place the date for 5/9/20 , due to Covid 19 all the events was cancel, however I call many times to cancel the event because my daughter, my husband and I result positive of the Covid 19 and my husband result in serious injuries and permanent illness due to the pandemic, when I call the banquet hall they say that they don't return the money and they denied to give the 2000.00 even when I accept to give the 500.00 for deposit, I believed on the contract to say nothing above pandemic or related to pandemic , also my daughter don't feel happy to move the date to another year because 15 s in only one time in your life and they was very mean to us, they didn't answer my calls and didn't accept any resolution, Juan Carlos, the manager just say, call your lawyer, how easy for some one that doesn't have money to feed my family during those terrific times, to be honest I don't trust in this company that doesn't show any care to customers that pass *** difficult times, thanks again, I hope some one can help me at least to get part of my money back.
Refund I want a refund because I dont feel i want to do any party , not now and not in the future, my family feel very sick and my husband have a lot of secundary health problems due to covid 19, even that this business dont show any care to customers
To whom it may concern,
I am the manager at Royal Palace and I sold a contract for Mrs. for her daughter's Fifteens.Please find contract attached.
On March 6th of this year, Mrs *** signed said contract. In it, there are three clauses under Terms and Conditions related to cancellation, but specifically clause 22 addresses Force Majeure and Government Restrictions.
By signing the contract, Mrs. agreed with all Terms and Conditions. But, it has never been our intentions no to fulfill our obligations to the country. Therefore, we understand that our current situations has brought and we have been trying to help our clients the best we can. Our contract also states that in case of cancellation, the customer has up to one year to rebook. In good faith, we extended that term to three years. A letter via email went out to Mrs. and in numerous occasions via conversations on the phone with our client. So, it is incorrect that we have not answered her calls. I explained to her options and as a matter of fact, she had talked to Juan Carlos sometime after in late April or so and she rescheduled her event for August 29th of this year. During a conversation at the end of July she asked to cancel her event and I explained to her that the company will not be refunding the money as specified in the contract. I suggested her to change the date again and even suggested for her daughter to celebrate her Sweet Sixteen as many others are doing. She was agitated and demanded to speak to the owner and told me that she had a lot of time in her hand and would contact the news and other outlets to make our lives ***. Then, proceeded to tell me her husband and daughter had contracted the virus. She also mentioned her daughter did not want to have the party anymore so at that time she was cancelling because she changed her mind.
As per Juan Carlos, the general manager, telling her to contact an attorney. That is correct. Mrs *** mentioned to Juan Carlos that the owners would not call her back and he suggested for her to seek an attorney and have them write a letter to the owners.
In conclusion, Royal Palace Banquet Hall, owners and employess have never acted in bad faith towards Mrs. or any of our clients. She signed a contract and she bound by the contract. We responded to her and gave her options that she did not want to hear or accept. She has our Rebooking Agreement that gives her up to three years to host another event if she likes. She also can transfer her event to a family member or friend.
We have been taking month to month to address cancellations. As you can understand, these times are uncertain and it can change at any time when we can reopen once again.
Any questions, please do not hesitate to contact me.
Respectfully,
Christina Gonzalez
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont acept this respond because now they say that Im the one who make complaint or trouble or not accept the choices they give me, but Not, at the beggining of the pandemic season I contact the bankethall to cancel the venue date and they recomend to move the date untill 8/29 and I acept but as soon as I contact them againg to cancell because my husband health condition and my daugther ( the quinceaneras one ) , they turn upsept and dident respond any of my messages or answer my phone calls , what I can prove showing up my phone calls records, not respond at all , untill I ask to speack with the owner directly and was when Juan carlos ( the manager ) , answer my call and he say that was not refund , then I say that I dont want party no this year and not in the future because quinceaneras is only one time in your life journey and even that my daughter dont feel that we can enjoy any party in the future due to my husband health condition secundary to covid 19 and I can prove that through my doctor statement , then was when Juan Carlos say that if I dont feel happy wiyh thos choice and can see a lawyer , he know that I say the true, also we dont trust in a place that now dont say the true because they know that they answer my call or call me back when I put a review in instagram , the review that they delete and then I wrote another review asking for the previous that they erased and asking why they dident answer my phone calls , then when they answer and give a option that only is to the banket hall side, to be honest I dont want to do nothing with this place , only get my money back, they dont show any feelings or compassion *** the customers like me , who suffering the result of this terrific pandemic.
We understand the frustration Mrs *** feels and we truly wish her family well. I want her to understand that even if she would have cancelled her event at the beginning of the pandemic, the money she paid was still non refundable. She had a agreed to the Terms and Conditions when she signed the contract. We suggested for her to move the event to another date and Mrs. chose 8/29. We did not pick a date randomly. This was her choice. She continues to say she did not speak to anyone and that is not true. I spoke with her several times myself. We are offering her three years from the time of the original event which the contract states one year. If she doesn't want to host the event, she may transfer to a family member or friend. I believe we gave her options that are fair, but she is not willing to accept them. As per her own words, she does not want to have the event anymore even from the beginning of the pandemic before her husband and daughter contracted the virus and before we knew how long this was going to last. She simply wanted to cancel her event because she changed her mind. The beginning of the pandemic was mid March when we were shut down by the local government. The original event was May 9. That was nearly two months before her event. And again, she wanted to cancel before her event was even compromised.