Grand Venue

inaccuracies and misunderstandings. _______________________________________________________________________________________________________________________________________ Food Quantity and Guest Count: We were surprised by your comments regarding the food, as the venue provided a vast amount of food, exceeding what many other venues typically offer. We served 21 appetizers and 5 main courses, a quantity and variety far above standard. Our menu is designed to ensure that guests are well-fed, and this is consistent across all our events. As per our contract, Saturday bookings come with a 300 guest minimum requirement, a policy clearly outlined and discussed multiple times with you. While we understand that your guest count ultimately dropped to 175, it is important to note that this is a contractual condition you were aware of before confirming the booking. You were informed about this requirement in advance, and we offered alternative dates with lower guest minimums, which would have matched your final guest count and been more affordable. However, you chose to proceed with the Saturday date, which required you to cover the cost for a minimum of 300 guests. While we understand that your guest count decreased due to last-minute cancellations, we cannot be expected to make significant adjustments to our services when the contractual terms were not met. The venue fulfilled its commitments, as agreed upon in the contract. _______________________________________________________________________________________________________________________________________ Coffee Service: We would like to clarify the coffee situation, as there seems to be a misunderstanding. As stated in our price list and discussed during the planning process, coffee is served complimentary during cake cutting and is not an ongoing service. It is served as part of the cake cutting ceremony and is offered to all guests at that time. After this service, any remaining coffee is disposed of as per our standard protocol. Regarding your claim that some tables did not receive coffee, we can confirm, through our security footage, that coffee was indeed served to all tables, including to your father. If some of your guests were outside enjoying the Courtyard and Bar, they were not present for the coffee service, and thus no coffee was served to those empty tables. After your complaint, we checked the cameras, which show no discrepancy in the service provided. When you later expressed frustration about the coffee, we provided any remaining coffee, which, unfortunately, was cold, as it had already been disposed of following our standard process. We would like to reiterate that we are not a coffee shop and that the coffee service is a complimentary part of the cake cutting and not a full-service coffee offering. Our staff acted in good faith, and we regret that your frustration led to an unpleasant exchange. We do not typically serve coffee outside of what was outlined in your contract, but in an effort to address your concerns, we did our best to accommodate your request. _______________________________________________________________________________________________________________________________________ Management and Staff: We would like to clarify the management structure on your wedding day. Gor, the opening manager, arrived in the morning to open the venue and stayed through the grand entrance of the couple. While his shift was set to end after the grand entrance, he stayed longer at no extra charge to ensure your satisfaction and assist in any way possible. Vahan, the second manager, came in at 12:00 PM and stayed until the conclusion of the event at nearly 2:00 AM, ensuring continuous coverage and support. This created an overlap of almost 8 hours during which both managers were present and working simultaneously to ensure your wedding proceeded smoothly. We provided two managers on-site for nearly the entire event, which is a level of attention and service that goes above and beyond. Despite this extensive support, we regret that you felt the need to express your frustrations with our staff during the evening. Throughout the evening, Vahan worked tirelessly to address all your concerns, despite being repeatedly yelled at and facing unreasonable demands. We understand that weddings can be stressful, but we believe the level of service provided was appropriate given the situation. _______________________________________________________________________________________________________________________________________ Bar Glassware: We had previously discussed the use of glassware for the bar area. Due to safety reasons in the Courtyard, we use only plastic cups for the bar area, which is clearly stated in our pre-event communications. You chose to rent your own glassware, which we accepted, but we cannot take responsibility for washing or maintaining rented items. Once the rented glassware was exhausted, we continued to serve using our standard plastic cups, which are used for all bar services at our venue. The expectation that we should wash rented glassware was not reasonable, as we are not responsible for items brought in by the client. While our staff did sacrifice some of our own glassware to meet your needs, this resulted in significant losses for the venue. We continued to serve drinks with glassware at the bar, but this was done out of goodwill and in an effort to maintain a positive experience for you and your guests. _______________________________________________________________________________________________________________________________________ Cleanup and Service: Throughout the event, our staff followed our standard procedures to ensure the venue was kept clean. The venue was cleaned multiple times, as documented by our cleaning crew, and any issues regarding clutter were promptly addressed. However, we would like to note that there were several instances when beer bottles were left scattered throughout the venue, often in corners away from the trash bins. While we had plenty of trash bins readily available for use, some guests chose not to use them and left bottles around the venue. Our cleaning crew worked diligently throughout the event to manage this additional cleanup, which may have caused minor delays. Despite this, our staff ensured the venue was kept clean and well-maintained, and the guest experience was not impacted. _______________________________________________________________________________________________________________________________________ Professionalism and Communication: We were disappointed to hear your comments regarding the professionalism of our team, especially considering that we consistently strive to provide the highest level of service. Throughout the event, we maintained our commitment to ensuring that everything ran smoothly and that you and your guests were well taken care of. Regarding your claim that our staff was unprofessional or dismissive, we strongly disagree. We were fully responsive to your requests throughout the planning process and during the event. Our team worked hard to ensure that everything was executed as planned, and we regret that you felt otherwise. During the post-event conversation with Gor, you expressed your unhappiness with various aspects of the event, and it was during this discussion that the issue of the food tasting was raised. At this point, you made the claim that Vahan spent more time with the other family during the food testing, which was completely inaccurate. Vahan was simply familiar with the family because he had booked their event, and naturally, he had more frequent communication with them. However, he also ensured to approach you and your guests during the tasting and maintained a respectful atmosphere for all parties. Our priority is always to provide the same level of excellent service to every client, regardless of who they are, and we do not make distinctions based on ethnicity or any other factor. It was also during this conversation that you made inappropriate and racist remarks towards Grand Venue's staff, including Vahan. These comments were not only unwarranted but also deeply disappointing. We take such accusations very seriously and were saddened by the disrespectful remarks made. Despite these challenges, our team remained professional and continued to do their best to make your event enjoyable. _______________________________________________________________________________________________________________________________________ In conclusion, we believe that Grand Venue fulfilled all contractual obligations and went above and beyond to provide excellent service. We offered you a full range of services, consistent with what was agreed upon in the contract, and we regret that you were dissatisfied. After reviewing all footage from the event, we stand by our actions and confirm that no partial refund is warranted. Our venue consistently receives positive feedback for its services, and we are confident that we upheld our standards. We are ready to provide the security footage and documentation to support our position. If necessary, we are prepared to take this matter to court to protect our reputation and business. We appreciate the opportunity to address your concerns, and we hope this response provides clarity on the situation. Best regards, Management of Grand Venue