The Pillars Estate

The attached was sent to the complaintent with a return of their depositWe are truly sorry for the inconvience this may have caused themWe have met with our staff and reviewed our systems to ensure that this does not happen againAgain, I appologize for the frustration this has caused.Dear
*** & ***,First, let me say that we truly understand the frustration that we have put you through regarding the overbooking mistake that was made by our staffWe pride ourselves on responding to customers' concerns very quickly, so what you have experienced is inexcusable.As I explained to ***, our system requires a $hold for weddings to guarantee the dateTony decided as a courtesy to you to discount that amount to $due to the size without overriding the hold requirementWe are a new business with new software and employees working together to try to provide the best experience for all of our customersIt was our mistake 100% and one in which we have learned from and also tried to make right.Within an hour of our phone conversation we were able to contact the other party and reschedule their event and again guarantee your dateUnfortunately, *** indicated that he wished to cancel and receive a return of his deposit.Again, please accept our sincere apologiesWe will make every effort to see that this never happens againWe appreciate your business and will do everything we can to serve your needsI have spoken with our staff and instructed them to give you a full refund of your deposit plus a gift certificate in the amount of $I extend my own apologies for the inconvenience this problem has caused you.I wish you both nothing but the best on your wedding day.Sincerely,*** ***General Manager