Lago Custom Events at the Aloft Cleveland Downtown

"once in a generation" pandemic. You did contract during the beginning of the COVID Pandemic and were aware of the policy that deposits were non refundable at that time. I truly understand that this time as been hard on everyone and having to make the choice to cancel your wedding is one of the hardest decisions. If you would have been flexible with us, I could have offered you an alternate date later in the year. You both chose to cancel a date that we have had blocked on our calendar since you contracted and will most likely not be able to book since we are so close to the date at this point. I do not think that your rating is fair to us, nor is it a true reflection of how we have handled the COVID restrictions thus far and what we have been willing to do for our clients. We are not a major corporation, we are a small, local business that plans on being around once we get through this. If sticking to our contracts is reason for a response like we received from you, then I am truly saddened.

e entrusting us with handling one of the most special days of their lives. We take that very seriously and feel that your review is both irresponsible and a complete misrepresentation of the situation. When you brought your concerns to us after your wedding, we diligently took the time to interview all personnel who worked the event and communicated with you multiple times over a 3 week period, including a thorough final zoom call where we fully disclosed the findings from our internal investigation. You chose to immediately dismiss these findings. Your review claims that your experiences and feedback were very much dismissed, however, on our call with you we not only stated how seriously we took your concerns, but also reviewed each of your concerns point by point and addressed the steps we took to investigate each individually. Regarding your claims of our coordinator being very demeaning throughout your experience, on the call you mentioned he was rude to you and appeared flustered on one call you had with him. You specifically said on the call that other than that there wasn’t a time when he was rude or disrespectful, and that he was professional and answered your questions. Despite your assertions to the contrary, we did make pre-contractual and contractual concessions for your wedding. We are in the middle of a pandemic and our industry has suffered greatly. We moved your wedding 3 times, allowed you to keep spending minimums that had drastically changed from your initial contract, and reimbursed your nonrefundable deposit, all before you ever noted an issue with any of our staff from your initial contracting in 2018. We executed your event to the highest standard, which you also acknowledged on our final call. The execution issues that you took issue with on timing were based on timeline changes made by you as you wanted to be introduced earlier than the established timeline. This was a twenty-minute gap that was the direct result of you pushing up the timeline. As you are aware, our staff also had a lot of challenging and uncomfortable situations toward the end of your wedding that, after thorough investigation, we believe were handled very professionally. At the end of the day, it was always our goal to treat everyone with the utmost respect and professionalism and for you and your husband to remember your wedding day fondly. We are disappointed that we did not meet those expectations in your mind, but we categorically deny any claims of racism. Your assumption that your race or the color of your skin impacted your experience is completely unfounded and goes against what our company stands for. We have made it our goal since establishing Lago Custom Events to be a venue that both welcomes and supports all couples, with no exception based on race, creed or sexual orientation. We accommodated each of your many requests, last minute changes, multiple date changes and refunded contractual money to you. We did whatever we could to help you out. We honored your husband and recognized his service to our country. You said our coordinator was amazing. You commented in your review on how beautiful the venue was, how amazing our staff was and how good the food was. After all of that, you asked for 25% of your money back two months after your wedding, and when we refused, you slammed us in a review and implied that your issues were racially driven. Two-thirds of your direct management team were people of color and were offended when we told them of your accusations. We are sorry that this has taken such a negative turn, but your statements are unfair, irresponsible and simply not true. We respectfully request that you reconsider your posting of this review.

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e best in your new life together!