The Castle at Tarrytown, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because everything that was written  is not true/ twisted and distorted -and I mean everything!  Please note that my attorney has served The Castle with a letter of demand and our next step, if this letter goes unanswered, which I am sure it shall,  is to proceed with a law suit. Thank you for eliciting this  amusing response from them so that my attorney can use it as evidence against them. Sincerely,[redacted]PS. You might mention to them that I have in my possession, every single e mail to prove that what I asserted is true and correct and what Brittney has just written herewith, is false. ( she should ask herself why she, a jr member of the staff,  was selected to write the response- very telling indeed! )  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] And [redacted]

Review: My wife and I reserved The Library , a private room at The Castle Hotel in Tarrytown New York,for my wife's 50th birthday celebration. The party was to be a " literary themed" 5 course -wine pairing black tie dinner and it was to be held on September [redacted] . The room was reserved back in July . We had invitations printed( a copy of which was sent to the venue coordinator, ) and guests were all invited , many of whom had to travel from out of state in order to attend our function. Flowers were ordered and a photographer was hired. . Throughout this process, numerous e mails and telephone conversations with the hotel representatives were had during the months of July, August and September in order to coordinate the menu and the wine pairing as well as to discuss the music and the lighting. in the room as well as the table placement.

Twenty four hours before the party was scheduled to begin, the hotel rep left a message on my wife's cell phone saying that we could no longer have our event in The Library( no explanation given) and that we would have to now have our event in the main restaurant. Being that this entire event revolved around a "library" theme , my wife and I found this demand to be outrageous . When we complained to the hotel manager, over the phone, we were at first told that we were being moved due to the fact that there would be loud music playing in the room next door and that it would bother our guests. This was not true. The room that the manager proposed we settle on, is actually closer to the room in which the" loud music " would be playing than is the Library Room. Also, the room that the music would be playing in was reserved even before we reserved our room, therefore the hotel management was quite aware of the "noise level" when they agreed to let us have The Library Room for our event. When I drove to the venue and asked to speak with the general manager about this issue,after not being able to resolve matters via telephone, I was told that he was unavailable and asked to leave the premises. I was told that if I did not leave that the police would be called.....can you imagine? I have never in my life been treated with such disrespect and lack of courtesy. In closing, the actions of every employee of The Castle involved in the planning of our event,, from the event planner up to the general manager was , in my opinion, totally unprofessional and outrageous and has caused my wife so much pain and suffering-that she so does not deserve -that I am therefore compelled to lodge a complaint herewith.Desired Settlement: We seek compensation for all out of pocket expenses incurred as a result of our event being cancelled.

Business

Response:

The business has responded. Please see below:Castle Hotel & Spa requires contracts and deposits for all private events that take place on property at which time we would confirm the event and location. During our original conversation with [redacted] she stated she did not want to pay for a private event for her party, nor did she want to sign a contract or provide a deposit. Therefor our restaurant captain made an exception for her event and stated we would be able to accommodate her reservation in the dining room. We stated we would try our best to accommodate her in the library dining room for her reservation. The day before the event a group that was in house decided to book a concert in the great hall which is adjacent to the library. Knowing how loud the event was going to be our restaurant captain left a message for [redacted] asking her to call us back when she has a moment. Once we were able to connect with [redacted] our restaurant captain shared with her that due to the sound we were going to move her event into another very similar and beautiful dining room with the fireplace that she requested. The guest was not happy and demanded to speak with the manager. Our restaurant manager contacted the guest and she began to raise her voice and explained how angry she was and again demanded to stay in the original room. Going forward irate, the guest ended the conversation stating “she will not be moved” and “she will disrupt the other event when her guest arrived as a result of our change.” Before the guest abruptly ended the call, the guest said “she will no longer speak with me and we will have to speak with her husband. During this time our General Manager and the guests Aunt were in contact where the General manager shared with her that the Castle found to be in the best interest to not have their reservation in that room due to the noise level coming from the adjacent space. The aunt agreed that it made sense to move into another beautiful room away from the noise as keeping them in that room would have resulted in guest complaint.As for the safety of our staff, when the husband arrived he asked to speak to the GM. Our restaurant manager introduced himself on the GM’s behalf and extended his hand to the guest. The guest stood at the front desk with no eye contact and stated “he did not ask to speak with me” denied his handshake and told the restaurant manager “I told you to get the GM like I said before”. We shared that the GM was not available and the guest began to raise his voice yelling “I will not ask again to speak to the manager.” He continued to be irate and raising his voice to the front desk agent while in the middle of the lobby. The Front desk agent informed the restaurant manager that he was continuing to be disruptive and when the restaurant manager asked one last time to please lower his voice he would not calm down and go into our managers personal space. At that time we had to explain that we would call the police should he not leave our property. After leaving property our general manager was made aware of the issue at which that time he called the Aunt back and informed her that due to the fact that [redacted] was threatening our staff and manager on duty we would not be able to host the party. We had no contract, no deposit; therefore no event took place and no refund is due. Brittney B[redacted]Training Manager[redacted]Phone: ###-###-#### – Fax: ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because everything that was written is not true/ twisted and distorted -and I mean everything! Please note that my attorney has served The Castle with a letter of demand and our next step, if this letter goes unanswered, which I am sure it shall, is to proceed with a law suit. Thank you for eliciting this amusing response from them so that my attorney can use it as evidence against them. Sincerely,[redacted]PS. You might mention to them that I have in my possession, every single e mail to prove that what I asserted is true and correct and what Brittney has just written herewith, is false. ( she should ask herself why she, a jr member of the staff, was selected to write the response- very telling indeed! )

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

[redacted] And [redacted]