Villa Marcello

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: The manager Sara E and the head waiter OFFERED to make my bags and DID NOT RETURN THE rest before, during or after the partyI CALLED Stephanie the next day after the party to inquire about the glasses and she said the weekend employees weren't thereWe were going back and forth for weeks after the partyI DON'T CARE what I signedWhen you offer to do something and there is something left over and you hurried us out of your business and didn't return the items you are RESPONSIBLE FOR THEM!!!!!!!!!! So I am not going to file THIS COMPLAINT to include Sara EShe is employed by Villa Marcello so she (Sara E) and head waiter are responsible for the left items, but mostly Sara EShe said she left them under the table and forgot to mention it to meONLY when I returned home did I notice and called that night but they were already goneSO I DID Call on and spoke to Stephanie and she wasn't returning my calls I had to keep calling and calling and then Spoke to Sara E who confessed that she did not use all the glasses and left them in the box under a table at the establishment BUT did not find them any where at the place!!! SO who has them and where are they and why isn't anyone responsible for MY ITEMS THAT they didn't return to meI JUST DIDN'T UP and leave them thereTHEY DIDN't return the items that weren't baggedI GOT all party bags that were made, so I am not responsible for BUYING THOSE Items over again to give to my party guests when YOU Took them from me and said you would make them and distribute them and DIDN'T RETURN THE ONES that weren't made!!!! I DON'T Know what happened to them AND THEY can't tell me what happened to them BUT don't want to take responsibility for them I COMPLIED WITH the rules to be out and was offering to help clean up and IF I was granted that I would have probably found my glasses, my mother-in-laws gold earring!!!! Villa Marcello and Sara E owe us $dollars and should either pay it or buy the itemsI can give all instructions on how to purchase the itemsThank you, Renee In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The first time the patron called was which is 1/weeks after said eventOn our contract it clearly states that we are not responsible for any damages or items left behind by patronWe spoke with the patron when she called 1/weeks later and she was told there was nothing to be found and the staff are not responsible for any items left behindMore over we do take pride in returning any item that are left behind but in this case we did not find anythingThe contract states "The lessee agrees to and accepts full responsibility for any and all damages caused as a direct result of any negligence on his or her part or the negligence of any person attending this event"

Once the patron agrees to the terms laid out to him/her and signs the document, it becomes a binding contract in which we are not held responsible for any terms not listed on the contract that was agreed uponAny additional services rendered that are not listed within the terms of the contract, are solely done as a courtesy and used to maximized the Patron’s experience
With regards to the current issue involving the Patron’s missing “favors” and the complaint filed, we have investigated and collected statements from the individuals involvedSpecifically those mentioned within the complaintWe are not responsible for items or personal belongings that have gone missing or left behind by the PatronWith that being said any items that are left behind after a Patron’s event, as a courtesy are collected and securely storedThe Patron is then contacted immediately prior to locking up to come and retrieve their item(s) and if he/she can’t be reached they are contacted the following day
In reference to the statement collected from our onsite Event Manager Sarai, prior to the event all the Patron’s favors were securely placed in one areaWhen the Patron arrived, he/she was shown were all the items were placedAccording to our onsite Manager, distributing the Patron’s favors was never offered nor stated within the contract to do soDistribution of the items/favors to guests fall under the responsibility of the PatronInstead we offered to set up a table were the favors could be placed and arranged accordingly
The Patron agreed to the offer of the table set up, and we proceeded with accommodationsOnce the set up was complete and all the favors arranged accordingly, any additional items that were not packed were placed under the table of said stationThe Patron was advised about the completion of the station and other additional request that was asked forThe event manager also advised the Patron to let her know when he/she is ready to distribute the items so that she may plan accordingly and provided any other assistance needed
According to the statement provided by our Event Manager, The event went on as plannedTowards the end of the event, the Patron alongside another guest began distribution of the “favors” without advising the event manager they were going to do soNaturally it was believed that all was going well, so our event manager and staff continued their work to ensure that we provide the best experience possibleOnce the event was over, the Patron who was advised prior to the location of all his/her items, packed up and collected all their belongings and left the party room and went to the lobby area with the remaining guest who were waiting for cabsAccording to our event manager and staff members the patron was never rushed out of the hall and received help from the last remaining guest to gather their belongings and pack any additional items that were brought in for decorationsThe patron was not rushed out because most of her guests left to min before the event ended and the patron left the party on her own and proceed to wait in the lobby once she was done packing.Our Manager and staff who stayed behind to clean up found no items belonging to the Patron that was left behind.
The patron claims to have spoken with our weekday manager Stephanie on the *** of July, which is the next day of her event, that is falseAs well as Saturday the ***, which is since our weekend manager only works Mondays through Fridays from 10:30am to 8pmThe first time the patron called and spoke to the manager was two weeks later to compliment the staff, service, upgraded hall and centerpieces provided by the Event manager Sarai at no additional costThe patron never once mentioned the favors in the first phone conversation, but the patron did mentioned the earring that one of the guests lostThe patron was told that we would look for it and if it turns up we would call but this is something not within our jurisdiction
Then the second phone call made by the patron was in regards to the favorsOur week day Manager Stephanie explained to the patron that on Monday, which is the day after the patrons event she was the fist one to open and did her routinely check up of the hall and did not see any favors, otherwise she would have called out of curtesy to notify that there was something left behindStephanie also states that she asked if the patron checked everywhere for the favors and the patron said she still needed to check her spouses car because there was still a bag with items from the party she did not look through, so Stephanie told the patron to call her back if anything comes upA day or two later the patron called Stephanie back and told her she did not find them, to which Stephanie told the patron unfortunately there is nothing else we can do since the facility is not responsible for any lost, stolen, misplaced or left-behind items in the banquet facility as stated in the binding contract you signedAlso if the patron would have requested her favors before exiting the establishment we would have been able to address the matter in that instantDuring the duration of this phone call the Patron became very agitated and processed to hung up the phone callThis is the last we have heard from the Patron until this letter.
To conclude, we would like to state that here at Villa Marcello we have no need to keep any of our clients personal belongings including any type of favors or novelty, because this is not a service we provide for our customersEvery customer brings in they're own personalized souvenirs, favors, and items such as Ms.Renee did with her personalized shot glasses.Her shot glasses only have value to her because they have been customized specifically to her eventTherefore this is something that we could never re-use, if that is what she is implying
Sincerely,Villa Marcello

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:

The manager Sara E and the head waiter OFFERED to make my bags and DID NOT RETURN THE rest before, during or after the party. I CALLED Stephanie the next day after the party to inquire about the glasses and she said the weekend employees weren't there. We were going back and forth for 2 weeks after the party. I DON'T CARE what I signed. When you offer to do something and there is something left over and you hurried us out of your business and didn't return the items you  are RESPONSIBLE FOR THEM!!!!!!!!!! So I am not going to file THIS COMPLAINT to include Sara E. She is employed by Villa Marcello so she (Sara E) and head waiter are responsible for the left items, but mostly Sara E. She said she left them under the table and forgot to mention it to me. ONLY when I returned home did I notice and called that night but they were already gone. SO I DID Call on 7/**/16 and spoke to Stephanie and she wasn't returning my calls I had to keep calling and calling and then Spoke to Sara E who confessed that she did not use all the glasses and left them in the box under a table at the establishment BUT did not find them any where at the place!!! SO who has them and where are they and why isn't anyone responsible for MY ITEMS THAT they didn't return to me. I JUST DIDN'T UP and leave them there. THEY DIDN't return the items that weren't bagged. I GOT all party bags that were made, so I am not responsible for BUYING THOSE Items over again to give to my party guests when YOU Took them from me and said you would make them and distribute them and DIDN'T RETURN THE ONES that weren't made!!!! I DON'T Know what happened to them AND THEY can't tell me what happened to them BUT don't want to take responsibility for them I COMPLIED WITH the rules to be out and was offering to help clean up and IF I was granted that I would have probably found my glasses, my mother-in-laws gold earring!!!! Villa Marcello and Sara E owe us $415 dollars and should either pay it or buy the items. I can give all instructions on how to purchase the items. Thank you, Renee
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The first time the patron called was 7/**/16 which is 2 1/2 weeks after said event. On our contract it clearly states that we are not responsible for any damages or items left behind by patron. We spoke with the patron when she called 2 1/2 weeks later and she was told there was nothing to be found...

and the staff are not responsible for any items left behind. More over we do take pride in returning any item that are left behind but in this case we did not find anything. The contract states "The lessee agrees to and accepts full responsibility for any and all damages caused as a direct result of any negligence on his or her part or the negligence of any person attending this event".