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:01/28/2025

  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.

  On August 12, 2024, my family came to this business and agreed to do an event mid-February at this venue. The terms as explained verbally and agreed upon by all parties was that there would be a non-refundable deposit of $1,500 to hold the venue for that date. It was also stated at that time that if for some reason, though unlikely that the event is cancelled, any funds above the deposit would be returned, provided it wasn't within a week or two of the event since at that point the business would have incurred set up expenses.Payment was made on that date for the deposit. Additional payments were made for an additional $1,000. Unfortunately in November, we had to cancel the event. Before we cancelled, I spoke over the phone with ******* at Belarosa (owner) and she confirmed our understanding about getting a refund for the $1,000 if we did cancel. Later in November, I confirmed the cancellation by email, and included a statement that per the prior conversation, to please return the "non-deposit" funds back as we understood.Some time passed, and we did not hear back. Unfortunately, we experienced a death in the family and we did not follow up. We contacted ******* on 1/23/25 to follow up, and she tells us that the contract shows no funds are refundable. I reviewed the contract, and there is ambiguous language written where in the same paragraph it says the following: **A $1500.00 non-refundable deposit is required for Ballroom reservation. 50% of the total amount is due three months prior to the event. The remaining balance will be due two months before the event. Please note that all payments for your event are final.** I wrote to her stating that "payments are final" being in the same place as the non-refundable deposit creates a distinction in language to us, plus since twice she told us those funds are refundable, this change is different than agreed upon.I am only asking for this non-deposit money to be returned of $1,000

  Business Response

  Date: 03/05/2025

  As outlined in our cancelation policy all payments made for an event at belarosa Banquet Hall are final and non-refundable. Mr ********* acknowledged and accepted these terms by the signed contract. There were never any verbal agreement regarding the refund of additional payments made after the initial deposit.

  Mr ********* was informed that as a courtesy we would be willing to accommodate a date change for the event and apply the $1000 payment towards a future available date. Unfortunately once we reserve a date it becomes increasingly difficult to re-book it if the customer cancels, as our events are typically booked up to a year in advance. This kind of situation results in a significant loss to our business.

  We are willing to apply the credit of $1000 for a future date for Mr ********************** you for your understanding.

  t

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22867787
  
  I am rejecting this response because the contents of the response are not fully valid. I have attached a document that details the series of communications with times and dates. At the end, Belarosa can claim they did or did not say what they claim, and they can claim I am making up information. The most important part to all of this is that when I emailed Belarosa to formalize the cancellation, I referenced getting the refund for the funds above the deposit "per our discussion". Belarosa at no time emailed me to suggest my understanding from the verbal communication was incorrect. No communication at any time came up until about 2 months later, when we reached out to Belarosa. This is unacceptable for any business to do. Unfortunately, I don't record phone calls like this where ******* specifically said that if she told me different, she apologized for the misinformation. As a business, if you misinform a customer, you honor what you say you would do. 

  Regardless, the contract writing can be easily used to verbally say one thing while misleading with the contract terms.
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 03/06/2025

  Here is a copy of the email I sent to Mr ********* on January 23th at 3;42 pm.

  Hello *********,
  As you requested here is a copy of the venue contract for Jaylenes Quinceanera at Belarosa.
  As I explained in our conversation you will have 2 years from today to use $1000 for a future event at Belarosa. Once you are ready to secure a new date please let me know as soon as possible. 
  Thank you again and have a great day!

  This shows that there was never a statement made regarding the refund of $1000. Instead we issue a credit to be used in the future.

  At the time of this email the event was already pending cancelation for non payment per the rental agreement.

  Kind Regards!

   

   

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22867787
  
  I am rejecting this response because:

  It is really quite simple. As I stated in a prior response, from my perspective everything changed from original communication to the end communication. My email requesting the refund "per our discussion" was never responded to as being incorrect. However if you wish to supply evidence of such an email communication, please do so. As I said, this is really a "he said she said" situation.

  Regarding the credit of ***** towards a future event, what you fail to include in your response here on BBB is that the non-refundable deposit is also lost. So although the ***** can be used toward an event, it's really just covering part or all of the original deposit since that has to be paid again. Either way, I have no interest in any events at Belarosa after this experience and anyone I run across will learn of the experience.

   

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

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 had an activity on June 30 at the facilities of Belarosa Banquet Hall in Orlando in which a rather unpleasant situation for our family happened. We were celebrating my mother's 80th birthday and many of her family and friends gave her gifts which we forgot at the end of the party. Realizing the next day we notified the person in charge with whom we were at the event Juan and then Sabrina the Manager... At all times they presented themselves to me defensively replying that they trusted all their staff that none of them took the gifts. That everyone said we didn't leave anything behind. Our complaint is that the facility has security cameras and at no time did they watch the videos to find out who stole the gifts that the guests gave our mother with so much love, which were mainly cards with cash. We felt very disappointed with the importance they gave us by not wanting to show or work to find out who took the gifts. Juan told me that he could not meet me until 8//06/22 (7 days after the event) because supposedly there was no one in the facility available to see me until then and that he did not know at what time he could see me on 8/06/22 but that he would call me and let me know. I waited all day 8/06/22 for him to let me know at what time I could pass by and never got a response. I called him again on Monday 8/08/22 and he said he could meet me on 8/11/22 (11 days after the event) because apparently now they had found one gift bag (not the one with the cards). When I arrive, I asked Juan if we could view the security camera footage (there was a camera right above where the gifts were) and he said he did not have the password. Juan would tell me one thing and Sabrina would tell me something completely different. Juan told me that he did not have the password to the security camera footage when I went to the facilities on 8/11/22 so he could not show me the footage and Sabrina told me on 8/11/22 that the footage deleted every 7 days. They lied the entire time.