The Diamond Room

broken. I called and left a voicemail and wanted to respond here as well. I’ve investigated each issue because this is important and should be addressed. I’m still happy to speak with you as well! I’ve broken down my responses based on your review topics. Communication: Payment Reminders. Our platform sends automated reminders which most clients like because life gets in the way and it’s helpful when dealing with so many details. Personal Contact. We’re always available to speak by phone because we know there are many questions. E-mail. Our customer platform logs every interaction we have via email, and these all looked positive and productive. Beverage Services: Quotes. Everyone has a budget and preferences, and we provided multiple to you – plus we’re happy to do it! I learned of your dismay to pay for adults that don’t drink alcohol. Please understand there is no way for us to reconcile which guests order alcohol in a hosted/open bar, and 1) these terms are outlined in the contract, 2) we and our food caterers never want to “run out” or be unprepared, 3) this is reasonable and customary in the event business. Gold Service / Well Liquors. Wells, sometimes referred to house liquor, can taste different from name brands. I reviewed the pours report, that showed almost 94% accuracy with 1.5oz liquor pours in a 10oz mixed drink. I’m sorry that it wasn’t liked by your guests. We poured several hundred well drinks that evening, so it does appear your guests were enjoying themselves! Shots. There was no mention in any of our communications that shots were not to be sold or served. The contract, estimates, invoices, and Event Week e-mail note that we do not serve shots from liquors in hosted bar packages, however guests are able to purchase on their own if they so choose. Two guests, including one family member, purchased a total of six shots and no shots were poured from your hosted package. We track purchases meticulously to account for quality and inventory usage. Early beverage request. The staff remembers speaking with your dad about 30 minutes before the bar services start time. I understand it can be frustrating to families who’d like early privilege at the bar. We hate that he felt like it was rude to turn him away. The staff did work hard and opened the bar before the planned start time. Staff Complaints. I continue looking into this and it is not taken lightly. These were senior members of our team, and I haven’t received a complaint about any of our bar staff since starting in 2015. I am meeting with them soon. Maggie loved meeting you and was happy to take your calls, even on her family vacation. I wasn’t aware of how unhappy you were with the Hosted Bar and Room Setup, and I was onsite for your decorating time the day before. It felt like you were unhappy, but I couldn’t read into that as sometimes the day before a wedding can feel overwhelming and everyone handles it differently. I promised the backdrop up-lights which Maggie forgot. We all wish that someone would’ve asked a staff member, and it would have been remedied. It was an honest mistake and not intentional. The after-event report also stated how much fun everyone had, so I was taken by surprise to read this. Again, I’m heartbroken to know this was your experience. Our business is a family business… we love our clients and hosting events; this is not about money to us in the way you described. We all wish you both every happiness in your new life together. -Stephanie

sunshine and we enjoyed helping you plan your big day! Sending you all our well wishes for this new chapter of your lives! Cheers! the.diamond.room