The Wilarie

Dear [redacted],Thank you for bringing this complaint to our attention as there was no mention of displeasure with our services by the complainants or their guests during this event.In response to complaint, #[redacted] submitted on 9/23/2017. The Wilarie would like to offer the following review of the...

situation presented in your correspondence.The complainants entered into an agreement with The Wilarie to host a wedding reception on August 5, 2017, 6pm-11pm. The event was paid in full, except gratuity, prior to the commencement of the event. The cost reflected in in the final agreement covered usage of the facility (Ballroom, Lounge & Rear Patio) for 5 hours, linen tablecloths, table runners, chair covers, cash bar, essential Staff & complimentary on-site parking for guests. The complainants elected to bring their own caterer, DJ, centerpieces and decorations. The complainants were not charged for a DJ, centerpieces, decorations or special lighting in their agreement. The original agreement included a cost of $180.00 for Full China Service for the bridal party only but on June 14, 2017, the complainants changed their mind about The Wilarie Supplying Full China Service and so the cost was deducted from the bill before the final payment was made. An addendum to the agreement was emailed to the complainants on June 14, 2017 reflecting adjustments to the final cost for the event. There was a cost of $250.00 (normally $375.00) added for an additional hour of usage, $800.00 added for use of the rear patio & the deduction of S180.00 for removing Full China Service, supplied by The Wilarie from the agreement.The day of the event, August 5, 2017, The Wilarie staff was onsite at 9:00 am. The complainant's caterer arrived at 4pm, 2 hours prior to the event & can attest that all table linen & chair covers were in place. As per the agreement, the decorator was allowed to arrive one hour prior to the event to set up. The decorator actually arrived at the same time as the guests arrived which delayed the guests from being seated in the ballroom to receive appetizers before the bridal party arrived to the facility. Guests were allowed into the facility (lounge & patio) at 6pm but not into the ballroom. The Cash Bar was open and guests made purchases during this time. The coordinator gave strict instructions not to allow guests into the ballroom until decorations were in place & until seats were assigned. During this time The Wilarie staff offered seating in the lounge, front & rear patio areas. The complainant's guests were not served appetizers as the food was located in the ballroom, which was off-limits to guests - as per the complainant's coordinator instruction. When the bridal party arrived, the majority of the guests were still waiting to be seated, which was of no fault of The Wilarie. The whole bridal party sat in their cars in the parking lot for a considerable amount of time. The coordinator stopped seating guests (after a few were seated) and asked the rest of the guests to step aside so that the bridal party could enter the facility as the bridal party was complaining about being overheated and tired of waiting. This action further delayed guests from being seated, viewing the bridal party's entrance and from being allowed to have hors d'oeuvres - which were in the ballroom. Once access was granted to enter the ballroom by their coordinator, the guests had full reign of the contracted areas and to the hors d'oeuvres. At no time were 200 guests relegated to 3 tables on one side of the venue and lighting was at standard levels. At no time did anyone complain about the lighting.The complainant's caterer provided soft drinks for her guests on the buffet line. At no time was the caterer prohibited from dispensing sodas & other soft drinks to guests nor were the guests ordered to bring their sodas to the bar. The Wilarie does supply a small selection of sodas for sale through bar services (totally different brand from what the caterer supplied), in case the client's supply is exhausted during events. The Wilarie's bar services ticketing process was explained to the Complainants at a previous meeting. It is a process used at all events that we host whereby guests buy tickets for each beverage from a cashier which is then presented at the bar with their order. Ticket prices are plainlydisplayed on the bar and at the cashier's desk so the guest is well aware of pricing prior to their purchase.In conclusion, The Wilarie fulfilled every aspect of the agreement made with complainants #[redacted] and do not feel that a refund on any aspect of this event is warranted.Thank you, Bill F