I didn't see where there was an opportunity for a business owner to respond to a review. However, I felt compelled to try and find a way to reply to Rick M's and Kimberly K's recent negative review of our property due to the number of inaccuracies in his review.
Like all businesses we do have our challenges. When they do arise we do our best to make a "miss" a success by learning from the mistake but also by dealing directly with our customers to take corrective action. That is the only way a business can improve. Particularly one in a service focused industry. Defensiveness never does any business (or anyone) any good.
However, in reading Rick's and Kimberly's reviews, I felt it was imperative to respond and dispel the inacurracies outlined as well as applaud our staff's "going above and beyond" for this couple during their wedding weekend despite the challenges.
Whle we certainly appreciate Rick M's and his wife's business, many of the service issues outlined were not due to our staff's ineptitude. For example, the Ceremony Rehearsal that Rick referred to was always planned for (and documented in his signed event contract) to be held at a beautiful patio overlooking the Continental Divide vs the ceremony alter site due to another wedding taking place. It was not a change--nor was it a "Plan B" that they came up with on their own.
The table set up for his rehearsal dinner was as outlined on a signed contract--but he wanted it changed at the last minute. We did our best to accomodate his wishes in a prompt manner despite our set up crew being gone for the day. The changes were made without an extra labor set up service charge.
Rick was reminded of the details that were in their signed contract --but--he was not pleased.
In addition, the wedding party did not contract the "day after the wedding" brunch that Rick outlined in his review. However, he did send out an invitation to his wedding guests inviting them to a Brunch. When the guests arrived (and nearly all at once) asking our staff about the event---it was indeed a surprise as there was no Banquet/Event order or contract. (During the planning process, our staff did pass along pricing for the brunch, however, they decided to not to contract for one.) Again, thus the surprise.
Our staff did their best to service the large breakfat gathering promptly despite being staffed in a manner that is typical for a Sunday--as most guests come in at staggered times. And, we also provided all of their morning coffee, juices, teas, etc complementary as the service was indeed slower than what is acceptable to us. ice.
Lastly, while most of our weddings of this size do have a wedding planner involved to assist in the wedding decorations, organizing the ceremony, keeping the bride/groom/attendants on track, etc assisting the bride to get to the site, etc---this wedding did not have one. Our sales and banquet staff members went out of their way to help with many of the wedding details as well as "day of" wedding related questions that fell outside of our lodging and banquet reception expertise--and outside our on-site staffing.
We make it very clear to all of our customers before the wedding contracts are signed as well as throughout the process, that we do not have an Wedding Coordinator or Wedding Event Planner on staff. As wedding expectations vary across the board, we outline very clealy what we staff for and what we do not staff for.
Like most venues, we have a Wedding Sales Manager, (the Lindsay her referred to), who spends hours assisting in fielding initial prospects, site tours, contract preparation, menu planning and the "hand-off" details for our banquet staff to ensure that the ceremony site is set with chairs and that the cocktails, food, table set ups, for the receptions are just as outlined in the banquet plan.
Again, we regreat that Rick felt that some of their event details were not per their wishes--nor some of their non-banquet related wishes attended to.. However, we organized and executed the event per the requests outlined on the Event Planning documents they signed. And, did our best to answer their "day of wedding" needs and questions that are typically handled by an outside Wedding Planner/Coordinator or family member (even going as far as tracking down some of the wedding party as they were late for the ceremony.)
As weddings are typically emotion filled, once in a lifetime events--that have extremely high expectations--we do our best to manage them in a professional, well organized manner and, of course, with a personal touch.
Our staff handles nearly 100+ wedding related events each year. We find we learn something from each one. Particularly the importance of keeping everything in writing. I imagine will continue to learn--as should every business seaching to evolve. read more