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:13/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 22138005
  
  I am rejecting this response because:
  
  we are not asking for a refund of the entire balance. We are asking for a refund for the property damaged by your staffs incompetence. Your staff set my dress on fire and almost ruined my entire wedding day. We NEVER approached a staff and asked them to light the candles, as you indicated, a staff came to us and offered. And we specifically told staff NOT TO LIGHT THE CANDLES NOT IN VASES. The staff DID NOT rush over to help me and check if I was okay, my brother in law said put out the fire NOT STAFF. And my guests definitely noticed the huge black hole in my dress, to suggest otherwise is ridiculous.
  

  Why is this so hard to understand? 
  

  Why are you taking responsibility for taking the dessert away from our guest when she literally handed it to her husband to eat after my husband told her not to accept the dessert. There was NO APOLOGY, yet another lie,

  Why are you saying you extended the bar time when the original plan was open bar for 3 hours and consumption bar for the rest of the night(this was the plan from the first meeting) which is what we paid for(you werent doing us a favour). Youre ignoring the REAL ISSUE. YOUR STAFF SET ME ON FIRE. We dont think its asking too much for you to replace the damage caused with the fire which was directly due to your staffs negligence. What do you not understand? Its a 1300$ dress after we paid you probably close $12,000 dollars.

  Sincerely,
  
  *****************************

  e to be resold. Not one person from the venue checked on me to ask if I was okay. They served one of my guests with an egg allergy creme brullee which could have been really serious. I brought this to their attention and nothing was done, no alternate dessert was provided.They had a heater running during my reception which made the room so hot and my guests were uncomfortable.They ran out of the one alcohol we had requested during our very first meeting,We paid $225 per person and we believe at this price tag the service should be impeccable. There were far too many miststeps and we would like some acknowledgement from the venue in the form of a partial refund. We have already brought this to the attention of the venue they offered us a one night stay as if I'd ever go spend more money there and stay the night in a room that smells disgusting.

  Business Response

  Date: 31/08/2024

  Dear ***,

  Please find below the response to the above mail -

  The couple checked in on 26th July , we offered them an early check than our usual check in time . The room offered to them was absolutely clean and nicely done . Nothing was mentioned about bad smell and cleanliness of the room . Our staff kept on checking on them if all was fine , they were quite happy and never complained about anything . The event manager was on sick leave and our manager called her and went through all details and also coordinated with event manager . All was set up and done as per her requirement . For food allergic guest only one guest was erroneously given desert which was taken away in a minute before they could eat it and was server even apologised for that . Candle were lit only when oe of the guest asked them to lit which was brought by them only . It was only our staff that saw fire on the dress and ran for help and handled it , infact no guest from wedding even realized it . staff deligently took action and asked if she was ok . We extended our bar time for 3 hours upon asking from bride and groom and they happily agreed ot it . We have attached the invoices and extended bar invoice . It clearly shows they were having good time and till then no complaint was mentioned . Our staff was standing by there side till the time all went back to rooms just to see all was going well . No where we negelected anything . we do agree that due to that unforseen incident of dress the mood of the bride was upset and we sincerely apologize for that but no where in our services we lacked . We even offered the couple complimentory breakfast on 27th July as a gesture . On 28th July at time of there check out the payments were made and the groom was asked repeatedly about the services and he said no complaints and all went good .

  There is no way we will refund full amount as we were told at the time of check out all was fine , if all was so bad experience they should have atleast discussed at he time of paying and checking out. We are always serving our best to all our clients and are known for best experience .

  We are attaching the invoices of the wedding and extra bar services for your reference .

  Thanks and Regards

   

   

  Business Response

  Date: 10/09/2024

  I hope this message finds you well. I want to address your recent concerns regarding the damage to your dress and other service issues.
  First and foremost, we fully acknowledge the distress caused by the incident with the candles and the resulting damage to your dress. We want to make it clear that there has never been any hesitation on our part to refund the cost of the dress. We understand the significant impact this has had on your special day.
  At the time of departure, nothing was brought to our attention regarding these issues. We were taken by surprise by the severity of the situation and believe that better communication from your end might have helped avoid some of these misunderstandings.
  We have made several attempts to reach out to you to discuss and resolve this matter, but unfortunately, we have not yet received a response. We genuinely want to address your concerns and ensure that the appropriate compensation is provided.
  To move forward, we would like to offer a full refund for the cost of your wedding dress. We kindly request that any poor reviews reflecting these issues be taken down as a gesture of mutual resolution. We believe this approach will allow us to resolve the matter amicably and move past this unfortunate situation.
  Please contact us at your earliest convenience so we can finalize the details and proceed with the refund. We value your feedback and are committed to ensuring your satisfaction.
  Thank you for your attention to this, and we look forward to hearing from you soon.

  Regards

  Customer Answer

  Date: 11/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will follow up with the business to obtain my refund. Upon receiving my refund I will delete my review.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:26/01/2023

  Type:Service or Repair 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.

  I am requesting a refund for the evening of December 31, 2022, for the following accommodations and meals for ***** ****, ****** ****** and ******** ******. The advertising was misleading, and the experience was beyond unacceptable.
  We are asking for a full refund of all moneys spent
  Facts:
  The event room was bleak, empty and not decorated or “festive" as shown in the advertisements (see photos below but please also see Instagram and the HIGHLY misleading Blog TO post from the last few weeks). The plastic Christmas trees from the dollar store, unlit candles and a bleak hospital cafeteria feel.
  The candle on the table was not lit (on all tables) due to a " broken lighter “ which seemed acceptable to the customer service manager.
  The food was inedible. This cannot be stated enough. One of our party returned hers due to a truly alarming salty taste (we were told “oh right the soya sauce is very salty and it was marinating all day”…it was returned with the second version being even more inedible. The other dishes were all grey and made hours earlier and served cold. We ate only a small portion of each course and we were trying to make do with a troubling situation and salvage our NEW YEARS EVE. We didn’t want to ruin our night.
  To that note this was the place we chose to have our NEW YEAR celebration. It was truly below all standards of what this was advertised to be.
  We were quoted $30 each for the meal with a $35 dollar upcharge for this so-called “festive diner”. When the bill came it was $100 each. This inedible dinner with nothing festive and an empty dining room was close to $600 when you factored in the substituted wine. The servers kept awkwardly telling us that we were "getting a really good deal for the money." There are no words for this whole horrid experience.
  The service charge was never disclosed to us so that if we had never asked about it the servers were not going to mention it. NOT acceptable.
  The servers left early.

  Business Response

  Date: 10/02/2023

  Tell us wh
  
  
  Reference your
  mail, please find hereunder the facts of the case.
  
  First, the guest
  was very upset at initial booking. They quoted miscommunication and a rushed
  experience. The dinner price was misquoted via email. Our Guest Services
  Manager,  promptly resolved the situation and honored the price that was
  (incorrectly) quoted. They had requested for a 4 course Festive Dinner. Hors d oeuvres and appetizer service went well. For mains, there were two prime rib and one soy
  sage pecan crusted tofu. They said they loved the prime rib but, the tofu was too
  salty. It was marinated in soy sauce. It could have been possible, as soy sauce
  is itself very salty. It was brought up to kitchen and kitchen said no problem
  just give us 5 mins. They made them fresh tofu without any soy sauce and salt.
  Then they said it is perfect and they are happy. After that they had desserts,
  they expressed to the servers that everything was going well. However, during their
  dinner, they also ordered wine, which too was served promptly. During the dinner
  service, there was no indication that anything was wrong. The servers were very
  attentive. Before the bill was closed, servers asked if there was anything else
  they could do for them and guests responded by saying “ no “. 
  
  Please keep in
  mind, our dining room is in a Spa Retreat and we cannot be open all hours of
  the night ( this is not a new years eve bash and neither was it advertised as
  such). In fact, once all the guests left the restaurant (the restaurant dinner
  timings are 6PM to 9PM)  after dinner was over, they continued to sit and
  enjoy the live music. Subsequently, they sat with the musician and continued to
  have drinks and also sang a couple of songs. They asked for drinks then
  only servers made it for them but they came to front desk saying they were
  given drinks, but they didn’t want it and are over charged. The guests were
  enjoying their final drink with live entertainment. Then all of a sudden, around
  10 PM, ***** (********’s daughter ) came to the reception area screaming about
  feeling abandoned in the dinning room. **** was there to handle this situation,
  immediately and guests said they didn’t want anything.  It was difficult
  to reason with the guests at this point.  However, Our Guest Services
  Manager did stay with them until they went to their rooms. They took over the
  entertainment, as well and sang very loudly. The guests were clearly out of
  control at this point . **** announced that the entertainment was over and
  before they left to their rooms, they cancelled any remaining meals. Then the
  next morning, they decided to cancel everything else and left one day early.
  
  It is important to
  mention here that in normal cases and as per our policy, the guests are charged
  fully for any last minute cancellations. However, we as a gesture did not raise
  any charge on the cancelled services. Lastly, we had number of guests in the
  dining room that night, none of which were dissatisfied with food quality or
  service.
  
  It is always our endeavor to ensure that all our guests are
  comfortable and have a nice experience at our property. y here...