The Aubrey Rose Tea Room

Attn: Ms [redacted] We are in receipt of your correspondence regarding a guest at our business on 3/15/We have read the account as described by [redacted] , who was our guest on March 15, 2014, at our 1:30pom seating In the plus years of business, we have always had the same policy regarding reservationsIt is a standard procedure for our company, that when a reservation is made either in person or by telephone we always inform the guest that we will expect a final count no later than hours (or hours if it is a special event) prior to the actual reservation time to avoid any cancellation charges We ask for a telephone and credit card number to assure that we do not prepare for a party who decides not to attend We do this because we prepare exactly the number of meals that have been reserved and anything not served must be given/thrown awayTo avoid that, we always contact the guest who made the reservation the day prior to their seating time to confirm the exact number of people that will be attendingThis policy is also clearly identified and easily located on our website - theaubreyrosetearoom.com - on the Menu Page A similar policy is held by many tearooms and businesses that serve afternoon tea throughout our state and throughout our nation We spoke to this guest on at least three occasions including a phone call the day before her reservationOn each occasion the number of attendees changed until our final telephone conversation on the day prior when Ms [redacted] confirmed a final count of to our staff When this guest arrived, she notified us that there would only be people in attendanceAt that time we reminded her, once again, of our hour policy and that we had already prepared mealsWhen the food was served there were only people in attendanceHowever, we served all of the meals for seats that were reserved 24-hours prior (as we always do)All of the food served was either consumed by the guests in attendance or taken by them with our "To Go" containersOur charge was for the meals that were served and at the price shown on the Guest Check given at the completion of our service We have always operated our business to the highest level of integrity and we are very proud of the many hundreds of encouraging comments posted by our guests on lineOver the years, we have served many thousands of customers who understand our policy and continue to return as our guestsWe have, and will always, make every effort to communicate our policy to each person making reservations and to our knowledge this is the only complaint you have ever received Though we are disappointed that we have lost a customer we will have no choice but to maintain our policy in order to continue in business Sincerely, [redacted] Manager The AubreyRose Tearoom

Attn:
Ms. [redacted]
We are in receipt of your correspondence regarding a guest at our business on 3/15/14. We have read the account as described by [redacted], who was our guest on March 15, 2014, at our 1:30pom seating.
In the 10 plus years of business, we have always had the same policy regarding reservations. It is a standard procedure for our company, that when a reservation is made either in person or by telephone we always inform the guest that we will expect a final count no later than 24 hours (or 48 hours if it is a special event) prior to the actual reservation time to avoid any cancellation charges. We ask for a telephone and credit card number to assure that we do not prepare for a party who decides not to attend. We do this because we prepare exactly the number of meals that have been reserved and anything not served must be given/thrown away. To avoid that, we always contact the guest who made the reservation the day prior to their seating time to confirm the exact number of people that will be attending. This policy is also clearly identified and easily located on our website - theaubreyrosetearoom.com - on the Menu Page. A similar policy is held by many tearooms and businesses that serve afternoon tea throughout our state and throughout our nation.
We spoke to this guest on at least three occasions including a phone call the day before her reservation. On each occasion the number of attendees changed until our final telephone conversation on the day prior when Ms. [redacted] confirmed a final count of 22 to our staff.
When this guest arrived, she notified us that there would only be 21 people in attendance. At that time we reminded her, once again, of our 24 hour policy and that we had already prepared 22 meals. When the food was served there were only 17 people in attendance. However, we served all of the 22 meals for 22 seats that were reserved 24-hours prior (as we always do). All of the food served was either consumed by the guests in attendance or taken by them with our "To Go" containers. Our charge was for the 22 meals that were served and at the price shown on the Guest Check given at the completion of our service.
We have always operated our business to the highest level of integrity and we are very proud of the many hundreds of encouraging comments posted by our guests on line. Over the years, we have served many thousands of customers who understand our policy and continue to return as our guests. We have, and will always, make every effort to communicate our policy to each person making reservations and to our knowledge this is the only complaint you have ever received.
Though we are disappointed that we have lost a customer we will have no choice but to maintain our policy in order to continue in business.
Sincerely,
[redacted]
Manager
The AubreyRose Tearoom

Attn: 
Ms. [redacted]
 
We are in receipt of your correspondence regarding a guest at our business on 3/15/14. We have read the account as described by [redacted], who was our guest on March 15, 2014, at our 1:30pom seating.
 
In the 10 plus years of business, we have always had the same policy regarding reservations. It is a standard procedure for our company, that when a reservation is made either in person or by telephone we always inform the guest that we will expect a final count no later than 24 hours (or 48 hours if it is a special event) prior to the actual reservation time to avoid any cancellation charges.  We ask for a telephone and credit card number to assure that we do not prepare for a party who decides not to attend.  We do this because we prepare exactly the number of meals that have been reserved and anything not served must be given/thrown away. To avoid that, we always contact the guest who made the reservation the day prior to their seating time to confirm the exact number of people that will be attending. This policy is also clearly identified and easily located on our website - theaubreyrosetearoom.com - on the Menu Page.  A similar policy is held by many tearooms and businesses that serve afternoon tea throughout our state and throughout our nation.
 
We spoke to this guest on at least three occasions including a phone call the day before her reservation. On each occasion the number of attendees changed until our final telephone conversation on the day prior when Ms. [redacted] confirmed a final count of 22 to our staff. 
 
When this guest arrived, she notified us that there would only be 21 people in attendance. At that time we reminded her, once again, of our 24 hour policy and that we had already prepared 22 meals. When the food was served there were only 17 people in attendance. However, we served all of the 22 meals for 22 seats that were reserved 24-hours prior (as we always do). All of the food served was either consumed by the guests in attendance or taken by them with our "To Go" containers. Our charge was for the 22 meals that were served and at the price shown on the Guest Check given at the completion of our service.   
 
We have always operated our business to the highest level of integrity and we are very proud of the many hundreds of encouraging comments posted by our guests on line. Over the years, we have served many thousands of customers who understand our policy and continue to return as our guests. We have, and will always, make every effort to communicate our policy to each person making reservations and to our knowledge this is the only complaint you have ever received.
 
Though we are disappointed that we have lost a customer we will have no choice but to maintain our policy in order to continue in business. 
 
 
 
Sincerely,
 
[redacted]
Manager
 
The AubreyRose Tearoom

Review: I scheduled a party of 22, however only 17 attended. I was charged for all 22 (at $30pp) when I questioned this the man told me it was their policy and that it's on their website. I can not find anything on their website about this policy. I spoke to more than one person on at least 3 occasions in the planning of this event, and at no time was I told that I would be charged for no shows. I feel I was overcharged to the tune of $150. I feel that this "policy" is a total scam. if this is such an important policy it should be easily readable on the website and it should be communicated to the people making the reservation. I feel ripped off and I was given no customer service to solve this issue.Desired Settlement: we paid for the 17 that attended, and I want the $150 that they essentially stole from me back.

Business

Response:

Attn: