Villa Borghese Caterers

Review: In November, my wife and daughter visited Village Borghese for a tour of the facility and a discussion of the various packages they offer for a wedding reception. We had discussed that we would go home to think about our decision and contact them shortly. A few days later, Villa Borghese followed up with me and it was explained to me that a deposit of $500 was necessary to reserve a date, therefore, on Nov [redacted] we submitted a credit card payment to reserve the date of July [redacted] 2013. During this conversation regarding locking in a date, at no time was there a discussion that a cancellation fee applied to the deposit. Although we had reserved the date, a package was not finalized. At this time, she stated that we would have to come to the facility to sign a contract in order to finalize the package details. Approximately 3 1/2 weeks later we had to cancel due to extenuating circumstances. We had called them promptly to discuss the options we had for cancellation of the wedding date. At this time, they brought up a cancellation policy that had never been discussed prior to this date. She referred to the contract and told me that it was their policy. However, we had never signed a contract binding us to any terms and conditions regarding cancellation of a deposit for a wedding reception. I had called on several occasions as well as sent an email to discuss how this issue could be resolved. The manager was extremely rude and didn't want to help at all. I received no reply to the email as well. He blamed us as the customer for the issue. I believe it is unfair to hold someone to the terms and conditions of a contract when no parties have signed an agreement and no notification of such terms upon payment. He was extremely rude and told me that it was my problem that I didn't get the contract.Desired Settlement: A refund of the deposit

Business

Response:

I am writing in reference to the complaint specified above. The client's complaint is based on a deposit or reservation premium as it relates to our contract.

We as a caterer require a deposit to be held as a premium in order for our clients to secure both a date and venue for their events. This serves the purposes of the client as well as Villa Borghese. The client ensures that they have secured the venue; and Villa Borghese ensures that they have secured a sale for the applicable venue. As such, Villa Borghese no longer has the ability to sell that venue at the designated time of the client's event. The deposits are ultimately applied to the client's final invoice.

Our contract states that "If the caterer can rebook the room for a similar function for that date and time, with a similar amount of guests, the cancellation fee shall be 30% of the deposits on record at the time of cancellation'', thus reimbursing the client 70%.

Although the client claims they had not received a contract, he admits they were made aware of the necessity of the contract. The event was in fact booked on 11/**/12; and subsequently cancelled. During that interim, the client was sent a contract via mail as well as notified that it's signing was required.

We feel that this was more than enough time for the client to receive, review, and return the contract as local mail is delivered between 2 and 5 business days. Had the client not received the contract, we feel that it would have been appropriate to contact us; and make us aware of the situation. We accepted the client's deposit in good faith; and awaited the receipt of their signed contract.

The next correspondence that we received from the client was to inform us that the event would be cancelled; and they felt a full refund was in order as they had not signed a contract. As we the caterer, did indeed notify the client of the contract, as well as send one to them; we feel that it was the client's responsibility to send or deliver to us, a signed copy of the contract. We the caterer did reserve a venue for the client upon accepting their deposit as a premium to reserve.

As a courtesy, we did refund the client $150; and made the client aware that the remainder of their deposit could also be utilized if the. event was rebooked within one year's time.

As per the contract, we do hold that we will reimburse the client 70% of their deposit if the venue is rebooked. Our updated records do show that the venue has been rebooked, thus the client is entitled to this reimbursement. As their initial deposit made was $500 and they have been refunded

$150; they are due an additional $200, totaling to $350 (70%). This refund will be mailed to the client just as the other was; and we consider this to be a closed matter.

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Villa Borghese Caterers has been resolved. I received 200$ on 10/**/13. Thank you very much for your resolution and mediation for this problem.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,