I was ready to provide a (mostly) positive review until issues arose at the front desk when we went to pay.
I called the location for info and a couple of questions. We were looking at the Ruby package originally but didn’t need the food, so...
Read MoreI was ready to provide a (mostly) positive review until issues arose at the front desk when we went to pay.
I called the location for info and a couple of questions. We were looking at the Ruby package originally but didn’t need the food, so the lady I spoke to said we’d basically have to pay for all the additional things a la carte basically ($45 per hr for the room, $70 for decorations, $60 for cake, $25 for fruit plate, $45 deposit to book). I talked it over with my friend who was helping me put this together for a different friend’s birthday and we decided to go ahead with the booking. I called back and confirmed the quoted prices but was suddenly told the deposit would be $100. I shrugged it off since it would get deducted from the total anyway so I paid it (was asked to pay deposit via Venmo or Zelle which felt unusual but oh well). We got the room for $45 per hour, the decorations, cake, and fruit plate. I also asked her about the policy/fee for outside alcohol and she said she’ll have a manager call me.
Manager ended up calling me at a time when I was already asleep and left a voicemail to call back and mentioning upgrading us to one of their VIP rooms. This kind of thing usually happens if there were no other room options available so I was initially thinking… “Okay awesome that’s so nice of them!” I called back later the next day, but no answer. I got through to someone later on and asked about the outside drinks policy (a whopping $15 per bottle or $30 per case, so we decided against that) and then I thanked them for the room upgrade that was mentioned on the phone.
Now, when I’m told something like “We’re upgrading you…” for whatever reason, it’s expected that it’d be at no additional cost. Like if you’re flying somewhere and a gate agent tells you they’re upgrading your seat, no way would they be charging you the difference since it wasn’t something you chose, right? WELL! Imagine our surprise when we go to pay and the bill is nearly 2x what we were expecting!! (Not to mention we never even got the cake I ordered…) The guy at the front desk explained that the package we got was the Gold Package because of the room being able to hold so many people… we were a group of 8 who DID NOT select the larger room. Both the employee and myself tried calling whomever to get this sorted out, but no one answered either of our calls. It was not the employee’s fault for this issue. I showed him the quoted numbers I was given and was ready and willing to play the voicemail proving I did not choose this larger room but it was given to us. He told us the best he could do would be $55 per hour for the room since he couldn’t get in touch with anyone and we were all exhausted at the point so I said fine and would try reaching out to the numbers I had for a way to resolve the issue.
I sent the photos of the receipt showing the amounts we got charged to the lady who I did the booking with and the deposit through, but haven’t heard back since. I told myself if I didn’t hear back by this evening I’d go ahead with posting my review and update it if things get fixed.
Now with all that said…
The room and decor were very nice and it made for a great celebration space!
The experience was wonderful until the literal last minutes so this wasn’t the kind of review I wanted to leave. The lack of communication between the staff just left us all with a really sour mood in the end.
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