Eden Resort & Suites

reception, and we appreciate your recognition of our nice and helpful staff. We are greatly disheartened at the very rare issues that occurred with your prime rib and one of your rooms, and we have already implemented additional procedures to ensure that such issues do not reoccur. As you were informed, the refund you were given was greater than what we would typically charge for the missing item; we chose to offer you a greater discount to demonstrate our sincere apology for the issue. We have again reviewed all of your room charges, and the issue with one of your rooms did not affect your free room; you did receive your free night. At the time you requested an additional room, the available room we had was one of our most popular villas, which is right next to the main hotel. As you are aware, when it was raining, we picked you and the bridal party up in our hotel vehicle so that you did not have to walk in the rain. Our servers were ready to provide more cake to guests at any time but did not receive any such requests. In addition, at no time during or after the reception did we hear any complaints about the bartender, who typically gets rave reviews from our guests and who always serves drinks until the specified closing time, even when some guests wish that the bar would be kept open longer. Sincerely, Maria-José Tennison, General Manager

compensation and threatened poor reviews if you did not receive it. We are disappointed to see that you have now resorted to claiming things that simply did not occur. ----- As we discussed on several occasions, you and your guests refused to behave in an acceptable manner or adhere to the hotel’s policies. The level of impact that your party had on the hotel and other guests should have resulted in additional compensation provided to us. Some examples include: (1) There were many incidents of smoking (including marijuana) by your guests in unapproved areas, including in guest rooms, despite clear statements on our website, on-property signage, and the registration cards that you and your guests signed that smoking is not allowed on the property except for outside at Entrances D & H (note: marijuana is not allowed anywhere on property). The rooms required deep cleaning and had to be taken off the market, causing a loss of revenue. (2) Some of your guests who smoked in their rooms also covered the smoke detectors, which is a safety hazard for all guests and the property itself. (3) You had unapproved entertainment show up unexpectedly without our knowledge, and the noise level from your entertainment consistently exceeded the agreed-to decibel level, which resulted in complaints from, and compensation to, other guests. (4) Some of your guests were caught bringing their own alcohol into the reception, which is against state law, and attempting to hide it from our team members under the tables. (5) Your husband threw a phone when he was informed that bringing in outside alcohol was against state law and would not be permitted. (6) You refused to sign off on your event details before the day of the event, and your party was disorganized and never ready on time. And (7) There was general disrespect, poor behavior, and name-calling towards our team members by members of your party. ----- You are also very well aware that the Eden Resort Team had nothing to do with your wedding cake falling over. The outside baker you hired, who was responsible for your cake, showed up hours before the scheduled time and set up your cake. When we noticed an issue with how the cake was set up, we informed your husband and asked for the baker’s contact information so that the cake setup could be fixed. Your husband was disrespectful to our wedding coordinator and refused to provide the information. ----- Our guests consistently comment on our excellent service, hospitality, and cleanliness, and we love helping them have memorable stays; we especially love helping guests celebrate special occasions, including weddings. We will not, however, tolerate guests who violate our policies, affect the stays of our other guests, or put other guests and our property at risk, nor will we be threatened into providing unwarranted compensation. - Maria-José Tennison, General Manager

e to host your wedding, and we are so glad that you and your guests had an amazing time. We hope that you are able to come back to the Eden Resort & Suites for other events or for a vacation. - The Eden Team

here was "absolutely perfect" as we pride ourselves on providing a first-class experience to all of our wedding parties. We hope you can return to the Eden Resort & Suites to again experience our top-notch hospitality. - The Eden Team

amazing from start to finish -- it's what we aim for when hosting a wedding. Hopefully, you and your guests will continue to talk about your special day at the Eden for years to come. - The Eden Team

ellent experience with us, from planning your wedding to the wedding itself. We look forward to you coming back. - The Eden Team

goal is always to ensure that we meet and exceed your expectations every time which obviously did not occur in your opinion and for this we apologize. We were especially disappointed to hear of your experiences in light of the extremely positive feedback others that were part of your wedding day gave our staff during your event as well as after on social media, emails and personal telephone calls. We continually strive to learn from our guest’s experiences and have reviewed each of your comments with the wedding team. We would welcome the opportunity to meet with you to discuss these issues so that we may better understand what we could have done to ensure your complete satisfaction. Thank you again for taking the time to share your observations. Sincerely, The Eden Resort Wedding Team.