Williamsville Inn

Weekend guests (several families) at the Inn complained to management of non-functional toilets and no hot water in their rooms, as well as other insufficient or lacking amenities for their wedding party. Inn's proprietors told guests to either fix the problems themselves, or use another guest's room.Following final check-out, father of the bride met management to review final bill. He listed three main areas of concern/dissatisfaction and was met with combative/defensive replies. Subsequent written requests for clarification of billing (goods and services initially paid in advance under contract) have been ignored. Further, guests not members of the bridal party's billing have been told that they cannot be considered for a room charge refund until the bridal party pays the Inn a final amount.Desired SettlementAs a gesture towards rebuilding Good Customer Relations with me, I expect the Inn will waive the Final Invoice [redacted] in its [redacted] the Inn should provide a refund payment (in US funds) to me of [redacted] the Final Balance [redacted] to cover goods and services paid for under contract, yet never itemized as delivered in the Final Invoice. Lastly, the Inn shall honor guests' refund requests as separate from the Bridal party's concerns.Business Response First of all, our Inn is an award-winning Inn with 16 individually designed guest rooms that the parents of the bride and groom LOVED and reserved for their daughter's and son's wedding, [redacted] 2015.We've owned the Inn for nearly 13 years and host dozens of amazing weddings every year. I have worked for over 32 years in the hospitality. Mr huband who is the chef, with more than 44 years of professional experience, also takes care of the maintenace of the entire property and rooms. Customer relation is very important to us!!We have over 15,000 guest records of very happy guests, with a large amount of repeat guest. Guests coming before and after the wedding loved staying with us. So did the guests of the wedding party and most importantly the bride and groom.This is all about money not about that we neglected our responsibilties. A wedding event agreement (5 pages) was signed [redacted] 2014 that outlines every detail and payment dates. Everything that we promised to do for this weekend, we fulfilled. The bride and groom who also stayed at the inn were overwhelmed with joy. The mother of the bride sent us a message saying that the wedding was spektacular. It was. I have proof of everything including event agreement, itemized invoices, statements, and emails. The remaining balance that the father of the bride wants us to wave is for last minute added dinner guests and one vendor and 4 more bottles of champagne total [redacted]This is all about money and unwillingness to pay for the remaining balance that has absolutely nothing to do with his complaint about rooms. The troublesome and very sad situation already started a month before the wedding when the father of the bride (present with the mother of the bride and my assistant) didn't want to pay the balance according to the wedding agreement. He tried to convince me that I should trust and have good faith that he will pay after the wedding. That's why we have a wedding agreement. He ended up paying otherwise he would have been in default of the agreement which he still is as he hasn't paid the remaining balance due. The balance was due [redacted] 2015. But the wedding is done so now he's coming up with all these accusations that are not correct as outlined even wants 10 % refund to preserve consumer goodwill so he doesn't have to pay. Unacceptable is also that the father of the bride has threatened to post negative reviews on the social media if I don't wave the remaining balance that we billed for last minute added guests and one vendor that has absolutely nothing to do with his room complaint brought up so he doesn't have to pay. Emails and a letter he sent us proof this. He even added a 10% refunds just to put more pressure on us to wave the remaining balance. The accusations of the father of the bride about insufficient or lacking amenities (not sure what he means by that) for the bridal party, that we told the guests to fix the problem with the room is completely untrue. Two rooms had a hot water issue because one of the two heating elements didn't work and that couldn't get fixed over the weekend we offered a one night refund as soon as the final invoice was paid. According to the signed event agreement all the rooms should have been completed and paid for by [redacted] BUt there weren't. We have shown our upmost respect for their situation. The last rooms were reserved just shortly before the wedding.Every business has its own rules and agreements. Ours is based on experience, prepared by our attorney. The guests were very happy. Even the parents of the groom who later wrote a complaint to TripAdvisor were happy while they were at the inn. We never asked guests to repair the issue. The parents of the bride and groom only complaints because they doesn't want to pay. We will refund the guests of the two rooms directly (I have proof of emails I sent them) The parents of the bride as well as the bride and grown who signed the event agreement are still in default of the Wedding agreement. I can't even find the words to express how shocked and sad we are that the father of the bride is blackmailing us, even writing this complaint to you just so he can get away with paying [redacted]We expect that the father of the bride to pay for the services we provided to the wedding for his daughter and son in law a month ago but I know he won't.It's just too sad to deal with this after we hosted such an amazing wedding for his daughter.So we will wave the remaining balance of [redacted] but will not pay a refund that the father of the bride just came up with to get away with paying and to put more pressure on us. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)The tone is unprofessional. The content is unfounded. These two aspects of the writing offered as response from the Inn underscore the initial reason for posting a complaint. Three points of concern listed by me continue to be ignored. Waiving the post-event balance is an empty gesture. I remain dissatisfied with the Inn's follow-through in providing customer satisfaction. If asked about our experience with the Inn I will give my honest observations.