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:06/10/2025

  Type:Order 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.

  We have agreed to do business with this reception hall for our ********** was agreed that we decorate the day before the wedding at no cost, now they are stating to forfeit our $1500 or pay $500 a week before our wedding and have never stated any of these charges previously. They are changing our wedding time constantly and are breaching the contract by adding additional charges. They are constantly changing the prices.

  Business Response

  Date: 06/10/2025

  The clients, **** ******** and ****** ******, signed a contract to rent the venue on Friday, June 20 for a total of 10 hours.  We equate it to 2.5 hours to decorate and setup, 5 hours for the event and 2.5 hours to clean the venue.  We are offering them what is stated on the contract she (**** ********) submitted.  The clients asked if we were available for them to come in the day before, June 19, a holiday, to decorate and we advised her of our availability  since we don't have an event scheduled on the 19th.  The client has paid $4597, which is for half of the cost of the contracted date.  I told the client she will incur a fee to come in the day before to decorate.  We also told the clients we are willing to waive the fee if they wanted to come in earlier (11am) on the day of their event to decorate as her event starts at 5pm, extending their contract from 11am till 12:30am, June 21. (Over the 10 hour rental)

  Sincerely,

  ******* ******

  Renaissance Event Hall

• Initial Complaint

  Date:10/22/2024

  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.

  This facility was in charge of a wedding and was not prepared whatsoever. There was 3 meetings with this venue over a year in advance!

  Business Response

  Date: 10/23/2024

  To begin with we do not see any actual complaint besides us meeting with the client 3 times prior to the wedding.  The client lived in another state and most of the corespondence was done via email  Please let me know if I am missing something and will be glad to reply.  Please note that per our contract all payments are non refundable, ****

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They took advantage of the fact that the bride and groom were from Pa . There contract was in breach and added all kinds of fees that they felt was necessary were added when the felt like it .  They charge valet parking for street parking when you don't even have a lot which I have called  NY parking code division. Everything else was like a circus the most disogrganized venue  not sure if this is norm in ***! The food was cold,  late and burned supposed high end food but tasted like ***************** was given a squirt bottle for the greek dressing ...  lack of servers  and not very attentive maybe over worked  .  **** there (coordinator)  responses as an excuse(we had 4 weddings this weekend or I was helping with things in the kitchen which was a joke isn't that the kitchen staff job ).  Lack of respect and integrity to the patrons was rushed out like a herd of sheep and guests belongings  like purses, robes etc were thrown out along with all the centerpieces also other wedding decor that wanted to be kept for safekeeping as a memory . There cfo (*****) plays the bait and switch game when you are looking for wedding venues and when you ask to speak to someone higher she says its GOD. There cfo(*****) and Lisa  blame the wedding coordinator for the circus they created when they were truly were not capable of a wedding this size . The wedding coordinator does not work for the venue nor does she babysit the venue staff or guide them to do there  event job duties. There cfo ***** with all the meetings we had was never even there as an introduction . This venue management team refuses to take  responsibility for lack of services, supervision  rendered and items missing and are playing the blame game on  the coordinator.. bride and groom etc.   Legal entitites have been informed of this venue bait and switch antics  and will be reviewing there  false contracts of amenities. We have pictures of the items that were taken out of the trash totally destroyed and most of the items were not resolved along with the brides heir looms. The total amount that we owe our guests is clearly over ******** . The least they could have done was refund the 12  people that could not make it from an act of God national weather related emergency which was the hurricane in *******. We tried talking to the venue totally unprofessional managment .  We have contacted the ******* police **** and will be  contacting the attorney general office of NY . We have written statements and videos of the patrons that attended the wedding.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/31/2024

  We are more than happy to address all of the referenced statements

   

  We added NO supposed kinds of fees (please have them send proof on their invoices indicating what they are speaking of) the ONLY thing added to their contract was a 2nd Bar with Bartender for $500 which the bride asked us to add to the contract so that the 191 guests did not have to all go to 1 bar and 1 bartender.  The valet parking which was explained at booking the venue was they park the guests cars on the street (they find the spots for the cars and return them at the end of the evening so the guests can leave them at entrance and pick them up at the entrance).  This was on their original contract from day 1.  If ANY food had been burnt or cold and we were told a new plate would have been made for them immediately.  As for being late it was THEIR coordinator who told us to feed the back of the room first as they were doing speeches and did not want to interrupt the speakers (we feed from the front of the room first ex family and so on unless told otherwise). No one was rushed out we even had a longer than usual time with them as 1 of their guests was drunk & per EMTs on something else.  We had to contact an ambulance to take her out of the venue (multiple guests were complimenting us on how we handled the situation without upsetting the couple with it). We offered the couple and family to leave what they wanted to keep with us until Tuesday (we were closed Monday for Columbus Day) & they could pick it up and were told they were leaving for PA so whatever was left we could throw away.  However, we contacted them as there were personal items such as f**** pack, passport, medications and other items that the bride had her cousin come in on Tuesday to retrieve.  We were harassed by this woman in regard to heirlooms that my staff either threw away or stole.  However the person (*** ******** & I were in repeated contact and after searching here I could not locate them 2 days later **** ******* called me to let me know that they had been found and thanking me so much for going out of my way to help of which I replied of course we would never want anything like this to happen.  They are trying to discredit our venue (please look at not only our reviews as well as that we have never had a complaint against us) because the coordinator that they hired did not do her job and they want us to take responsibility for her shortcomings.  I have well over 100 emails with the bride from beginning to end of this wedding to indicate how we run.  Our CFO is in charge of 8 different divisions of the owning company and has never met with a couple here and none has never asked to meet with her.  They are upset that per our contract which is clearly stated that all funds received are none refundable and due to circumstances beyond anyone's control they had guests who were unable to attend (as happens with every event) they wanted us to refund this which ia not policy nor any other wedding venue in *** 

  Customer Answer

  Date: 11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I can definitely get notarized written statements from numerous guests disappointment some also on ******,  There venue manager **** was told  no shots of liquor at time of booking and there bartenders were giving out shots to guests . There staff some of them had trouble with a language barrier, when we asked for dressing they brought a squirt bottle after a 10 min discussion with staff who could not understand I had to lift the plate upside down to show no dressing for them to comprehend what i was saying. The wedding planner was not  there to babysit the venue staff  or help them serve . She asked for **** and she was no where to be found and did not know what else to do to get staff organized instead of a circus ...The couple would have never been able to get the pics they needed like the speeches, bride/groom dance, cake cutting if she would not have tried to help in there circus.They were late serving from the very beginning to ask for another plate of food it was already 830 we would have been taking a new plate to go since wedding was over at 10pm , The wedding was at 4pm and her staff was showing up for work at the same time the quests were coming in to attend the ceremony.  I spoke with  parking codes in that area and they have expressed to me noone should be charging for off street parking in that area and that if something were to happen to a car the venue does not have insurance liability for that type of parking, so why the charge? The family is demanding finanicial restitution for the guests that could not attend because of the hurricane, the least they could do  for the terrible service and broken management skills that ruined the couple's special day .

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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