Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:16/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good day,
  I am writing to formally file a complaint against Atlantica Hotel Halifax regarding a failure to deliver the services promised for my event on November 2, 2024.
  food portion was less than what we agreed please find below pictures, setup room it wasn’t same as we talked about. so, me and partner has fixed the setup because we have asked for changing but no one showup, there were 53 guests there was not enough chairs for all than later we asked them they bring for us.
  They have provided us three servicer and they did not do what asked them for, dinner, cake time all was late. When they bring the cake there was no fork or plate, also there was no water server until we asked (FYI the hotel planner she doesn’t know the servicers names.
  This service that was I received on that day very bad, I was deeply affected by the situation during the event, where one of the staff members came to my table and tried to discuss the matters in front of the guests. It was very embarrassing for me, especially in their presence. The service was very slow they didn’t serve water to the guests, and the dinner portions were very small,
  I would also like to share an incident that happened to one of my guests they have asked for the key to use special needs elevator it took them a very long time the to bring it Their daughter, who has special needs, got stuck in the designated elevator. It was very difficult to use the child was very scared at that moment.
  When We were unable to use the elevator, so we had to carry the girl’s wheelchair down to the hall ourselves.
  
  I contacted the hotel management directly to address this matter I kindly request a refund of % 50 or partial .
  I trust BBB can assist in mediating this issue and ensuring accountability from Atlantica Hotel Halifax.
  
  my Info ********************** or ************ for further details.
  Thank you

  Business Response

  Date: 15/01/2025

  Subject: Response to Complaint – **** ******* at Atlantica Hotel, November 2, 2024
  To Whom it May Concern,
  We are responding to the complaint regarding the **** ******* on November 2, 2024, at Atlantica Hotel. Please note that the following information is provided without prejudice.
  Our hotel has successfully hosted numerous weddings in recent years with minimal challenges. The services provided for this wedding event were in full alignment with the contract, banquet event order, and diagram (attached). Any changes to the room setup were made on the event day at the request of the bride, ***** We acknowledge that some email communications may have been sent by a third party on the bride’s behalf, but all our in-person interactions were directly with the bride, *****
  On the day prior and/or day of the wedding event, changes requested by the bride included: moving the cake table, removing the head table, and adding two additional round tables (7 seats per table). Regarding seating, the room setup followed the diagram (6 tables of 7 and 1 table of 6) and the add of the two tables added by the bride, bringing the total number of seats to 62, which exceeded the contracted amount by 12 seats. The client was only charged for the contracted 50-person count.
  Water service was provided in accordance with the contract, with water pitchers available for refills. We did not follow the bride’s request for water glasses to be replaced and refilled after each use, as this is not our standard procedure. Had we known in advance, we would have made accommodations.
  
  For reference, below are the notes from ***** ******, our Food & Beverage Manager, regarding his experience in the moment on the day of the wedding event.
  1)The bride requested changes to the location of four tables
  2) She asked for a different napkin fold, but was unsure of her preference, so the standard fold was used.
  3) The bride designated a spot for the cake-cutting table and provided specific items for this purpose.
  4) A request to move a sofa outside could not be accommodated.
  5) During the cake cutting, the bride requested a knife instead of the special cake lifter.
  6) The bride asked for all water goblets to be replaced during dinner service, which was denied due to potential delays in service. Water was instead topped up, as is customary.
  
  7) The bride expected staff to perform multiple tasks simultaneously, including replacing water goblets, serving tea and coffee, and serving starters.
  
  Please also find the email thread below between the hotel and the bride, **** for your reference. We must note that the tone of communication was demanding and threatening, which we deemed to be unacceptable. An on-line poor review was offered and provided by the client and this review was subsequently responded to and addressed by the hotel. Communication ceased by us after the client ********** ***** ****** for the second time. Our original offer of a partial adjustment of $500.00 was done as a courtesy and as a gesture of ‘good will’. The client would not accept this offer (see email).
  
  Should you require further clarification, please do not hesitate to reach out.
  
  Best regards,
  
  J**** ****** * ******* *******
  Atlantica Hotel Halifax I The Cannery Kitchen & Social
  **** ***** ****** ******** **** ****** *** ***
  Cell  ************
  Stay Refined!
  *****************************   *********************

  Customer Answer

  Date: 16/01/2025

   I am rejecting this response because:
  
  
  Dear BBB Team,
  
  
  Thank you for your response and for forwarding the hotel’s reply regarding our complaint about the issues we faced during our wedding on November 2, 2024, at the Atlantica Hotel Halifax. I am writing to provide additional details, clarify inaccuracies in the hotel’s response, and reinforce my request for a fair resolution.
  
  
  Summary of Issues Faced:
  1. Food Quantity and Quality:
  • During the food tasting before the wedding, the quality and quantity were excellent. However, on the wedding day, the food quantity was noticeably insufficient.
  • I have photographic and video evidence with timestamps showing the disparity in food quantity and presentation.
  2. Cake Delivery:
  • The wedding cake arrived late, and the tools required for cutting the cake (special knife and server) were not provided on time. We had to resort to using regular utensils borrowed from guests after waiting over 10 minutes.
  3. Elevator Incident:
  • A child with special needs attending the wedding was trapped in the elevator for 7–8 minutes. Despite requesting assistance, no staff member had the key or knowledge to resolve the issue promptly.
  4. Service Issues:
  • Only three staff members were available to manage the entire event, which was inadequate. Service was slow, and requests were met with unprofessional behavior.
  
  
  Inaccuracies in the Hotel’s Response:
  
  
  The hotel’s response included claims that are entirely false:
  • The claim that we invited more guests than agreed upon is untrue. I am willing to verify this with surveillance footage from the event and testimonies from witnesses.
  • The claim that we requested additional glassware or significant changes on the day of the event is also false.
  • These inaccuracies are an attempt to shift the blame and avoid addressing the real issues we faced.
  
  
  Supporting Evidence:
  • I have photos, videos, and documentation that prove the issues mentioned above, including:
  • Comparison of food quantity from the tasting session versus the wedding day.
  • Videos and photos from the cake cutting and elevator incident.
  • Witness testimonies from guests present on the day of the wedding.
  
  
  My Request:
  
  
  I am simply requesting a reasonable financial compensation for the problems we encountered during our wedding. My intent is not to threaten or escalate the matter further. I only seek a resolution that acknowledges the inconvenience and disappointment caused by the hotel’s failure to meet its contractual obligations.
  
  
  Please let me know if further information or evidence is required to support my case. I appreciate your attention to this matter and look forward to your guidance in achieving a fair outcome.
  
  
  Sincerely,
  Saja
  

  Business Response

  Date: 17/01/2025

  Subject:
  Response to Wedding Event Concerns

  
  Dear Ms.
  ****,

  
  Good
  morning,

  I would like to express our sincere apologies if our initial response
  to your concerns was not sufficiently clear. In light of this, I would like to
  offer the following clarification regarding the matters raised.
  Food Quality and Quantity:
  We believe the quality and quantity of the food served at your event were
  consistent with the tasting meal provided prior to your wedding. Upon
  review of the photos you attached, they closely match the dishes served on
  the event day.
  

  Wedding Cake Arrival:
  The delay regarding the wedding cake was not communicated to us on the
  evening of the event. Our understanding is that the issue was related to
  the lack of a cake-cutting knife, and we promptly provided one once this
  was brought to our attention. Additionally, we note that the cake table,
  stand, and cake lifter were supplied by you.
  

  Elevator Incident:
  We were not made aware of any elevator-related issues until we received
  your formal BBB complaint. For reference, I have attached our previous
  email correspondence, which confirms that the elevator concern was never
  raised with us prior to or during the event. Furthermore, there was no
  prior indication that special accommodations for guests with specific
  mobility needs were required.
  

  Staffing Levels:
  We provided three servers to manage your event, which is consistent with
  our standard staffing practices for plated dinners. Our typical protocol
  is to assign one server for every 24 to 30 guests, and with your guest
  count of 50, we ensured sufficient coverage. In addition to the three
  front-of-house staff, additional back-of-house staff, including culinary
  and expediting teams, were present to support the event.
  

  Additional Requests and
  Clarifications:

  
  Regarding your concerns about the "false items," I offer the following
  clarification:
  

  Please be assured our intent
  was not to suggest that you exceeded the agreed-upon number of guests but
  rather to ensure alignment regarding the room setup, seating arrangements,
  and guest count for which charges were applied.
  With respect to the request
  for additional glassware, we understand that you asked for the water
  glasses to be replaced with fresh ones after use during the event. While
  this is not a standard practice for us, we would have been happy to
  accommodate such a request with prior notice. Several requests made during
  the event, such as water glasses and the serving of coffee and tea,
  deviated from our typical procedures, which affected the service
  experience.
  

  Please
  understand that we are not attempting to place blame, but rather to clarify our
  position and understanding of the event’s execution. The original offer of a
  $500 credit was extended as a gesture of goodwill, given that we believe our
  contractual obligations were met. However, upon receiving your response, which
  indicated the possibility of negative reviews and ***** ****** *as evidenced in
  the email correspondence), we retracted this offer and ceased further
  communication.

  We remain
  committed to resolving any misunderstandings amicably and appreciate your
  feedback.
  

  Sincerely,

  
  J**** ******
  General Manager