I am writing this review so others know what to expect when working with Carina's Cantina…read more
I reached out on behalf of a family member whose fiancé had tragically passed away. We needed to cancel a wedding reservation that had been made nearly a year and a half in advance for an event that was still over a year away.
It took multiple phone calls over the course of two weeks just to get a response. The first time I spoke with Carina, she said she would call me back, but never did. After almost two weeks without a response, I called from a private number, and she answered. During that conversation, she told me this "wasn't a priority" because she was busy, which was disappointing considering the circumstances.
Throughout the conversation, she questioned why the bride was not contacting her directly, despite the fiancé having passed away only a week prior, and asked how other vendors were handling similar situations, noting she had not previously encountered this circumstance. At no point during the discussion were condolences offered, and she was the only vendor who had not acknowledged the loss. The lack of empathy in the interaction was unexpected given the circumstances. After I expressed this, she agreed to issue a $500 deposit refund within 30 days and confirmed this in writing via email to both myself and the bride, which also included her first expression of condolences.
While I am grateful the deposit was ultimately returned, I was disappointed by how difficult it was to reach her and by the lack of empathy and communication throughout the process. No services had been provided, no supplies had been purchased, and the reservation had been canceled more than a year in advance, leaving ample time to rebook the date.
Businesses are remembered not only for the services they provide, but for how they treat people during life's most difficult moments. Unfortunately, my experience left me feeling that compassion and communication were lacking when they mattered most.
