The Springs in Cypress

lutely loved working with you and Ray, and your wedding turned out so spectacular and was so rewarding! We loved it all, start to finish. Thank you so much for taking the time to share your experience and all this positive feedback--this will keep our hearts filled for a while :) We wish you and Ray only more perfect days and blissful happiness going forward, and hope that someday, for another celebration in the future, we may get to see you both again!

ng to read, and I read it several times, since your experience was such a departure from the standards we hold ourselves to, but I’m glad to know how things went for you and there was some very useful information in there for us. I’ll reach out to you directly shortly, but I wanted to respond here as well. I know at this point there’s not much I can do to fix the experience you had since, as you said, you get one wedding day and it has passed, but if sharing our perspective and apologies soothes some of the hurt from feeling like you weren’t valued or appreciated as our bride, I hope you’ll read on. First, in regards to communications issues: I have read back through every email and text we have with you both and your coordinator, and if we left any questions unsuccessfully answered, I promise you we were trying our best and may not have understood what you were asking. We definitely had a communication breakdown with your DJ no-showing your meeting—we in the venue didn’t even know that happened and would have been mortified. Nor did we know you hadn’t received a response from our floral vendor—also mortifying. We *should* have known, and I’m taking all of this feedback into account as I make it a top priority to put more communication lines in place, clean up the process, and make sure that doesn’t happen again. We truly thought, leading up to your wedding, that everything was going well, and I wish you’d said something when we could have fixed it. The rehearsal miscommunication is the biggest puzzle for me. Again, having read through all of our previous texts and emails I cannot find where that conversation was had, and genuinely would appreciate you sending me those records so I can see where that mistake happened and how I can prevent it in the future. We weren’t able to permit that rehearsal because there was a wedding actively in progress in the venue, a wedding that had been scheduled and on the calendar since before even we scheduled yours. There was never a point where that date would have been available for your rehearsal, and I have no idea how we could have missed that and told you it was. If Ema was sharp that day, I apologize. The wedding we were executing was consuming a lot of energy, and a second wedding party showing up is a stressful curveball which the ongoing wedding party was not taking well. That’s something we can definitely work on, and I’m sorry you experienced that. Continuing off of that, I’m really sorry to hear you and Ema weren’t compatible and that we didn’t pick up on that quick enough to switch you over to me. Ema honestly gets along with most people and is generally really bubbly, but nobody gets along with everybody and that pair-up was definitely a miss. We actually don’t assign couples to specific specialists but we could have directed your communications to me as much as possible and scheduled me for your wedding day if we’d realized the relationship wasn’t working. I think with your short planning time, having booked just over 1.5 months from your wedding date, we just didn’t have enough time for that relationship to form or for me to see it wasn’t good. I just regret that we didn’t notice in time, and I’m sorry that contributed to your experience. I’m genuinely sorry you were left with the impression that we didn’t care about you or your wedding. I hope you’ll believe me when I say we really did, and that I’m sorry we didn’t perform in a way that let you see that. All that said, I’m so glad that the DJ did pull through with a great performance, that you did end up with an amazing florist who did a great job, and that ultimately your wedding day was gorgeous and full of love and gorgeous pictures. I hope with all my heart that only the happy memories stick with you as you go forward, married to the love of your life, and living that happy ever after. Sincerely, Brianne Benelli General Manager The Springs Cypress

with and we are so happy that you had the best time ever! We were so happy to be a part of your wonderful day and we wish you a long and happy marriage! You are welcome back anytime you want to come visit. :)

thing you dreamed of--that's exactly what we wanted for you! We absolutely loved having you and hope we get to see you again soon (maybe for an anniversary photo shoot?)! Thank you for taking the time to come share this review with us, it makes our day and we're grateful for the feedback. We wish you and Robert all the happiness and bliss in your marriage forevermore!!

ever and that we were able to be a part of it :)

you for trusting us to be in your forever memories! You were a stunning bride!

ul words! We wish you a long and happy marriage and we wish you all the best :)

nk you enough for your kind words and are overjoyed to hear just how spectacular your wedding day was! It was more than a pleasure working with you two and watching everything come together so beautifully for you! We certainly hope to see you at the chateau again some day and until then, we wish you the most loving marriage. Congratulations!! With love, Brianne, Makenzie, + Ema

experience with us! We cannot wait to have you back!

ng and happy marriage!

day was as special as your love story and we are grateful to have been a part of it! Thank you for sharing your day with us and congratulations on this next chapter!

nothing more than to know your wedding day was every bit of magical that you hoped for! We wish you and Wesley a lovely life as husband & wife and congratulations on your beautiful wedding!

g day! We hope you two are living a dream as husband and wife & wish you all the happiness in your years to come! Congratulations!!

ng wedding! We hope you and Sam enjoy the many happy years to come and thank you again for letting us be a part of your most special day! :)

part of your most special day! Thank you so much for your kind words and 5-star review - working with you was an absolute joy! Congratulations again, wishing you & Andrew a lifetime of happiness!

hrilled to hear how wonderful it all went! Wishing you the most loving and happy marriage!

g day! Wishing your family all the best!

been a part of it!

was beautiful and loving and we were blessed to be a part of it! We wish you and Lamark the very happiest marriage and future :)

h you all the best in your upcoming adventure as newlyweds!

nd wish you two the happiest of marriages and the most fun adventures!

celebrate with you and Ryan on your most special day and thrilled to know that it was everything you dreamed of! P.S. we too think Robert is THE best <3

you the happiest marriage!

wedding!

nored to celebrate with you. Congrats on your new chapter!

so honored to have had the chance to celebrate with you and Mitchell and wish you the happiest of years to come! Thank you for a wonderful review!

ith these concerns as well and should be responding shortly, but since you’ve posted here as well I’ll respond here for you. First, I apologize for stressing you out right before your trip. We do usually try to hold bringing these matters up until enough time has passed that we suspect our couples are back from their trips, but since we promise a stock of tables for every event we had to address this one quickly enough to get them back in time for the next event the following weekend. I’d like a chance to explain the rest, though. For the first concern you had with our handling of the situation is the system of inventory tracking. It’s true that inventory is the responsibility of our maintenance technician. Our maintenance person is extraordinarily reliable and does keep very careful inventory of stock—he’s worked at this venue for over a decade, even before our company owned the venue, and we have never had any issues with his ability to keep track of inventory or with items going missing. When he says something is missing and when it went missing, he is able to be trusted. I stand by him 100%. Our Saturday event had, in fact, been canceled so that was a true statement our staff gave you, and our maintenance staff did check inventory between events. Your conclusion that we must not have checked because the tables turned up from other events is also false though you wouldn’t have known that--I actually closed this incident without the tables being returned. I could tell the situation was stressing you out, I didn’t want that stress to linger into your trip, and we were able to acquire 2 tables from surplus stock among The Springs properties to cover our deficit so I let it go and told you some other vendors had come up with tables so you wouldn’t have to worry about it. Perhaps I should have told you I was just waiving the charge, but I didn’t want to admit that I had waived the charge because word of that always somehow gets around and I didn’t want to set that precedent or expectation for future events as I’m not always able to acquire replacements so easily and wouldn’t, in those cases, be able to waive the charge. I also got the sense that you’d been offended by our pursuit of the tables, taking it as an accusation, and didn’t think waiving the charge would appease you so much as having a solution that relieved you of responsibility would. I’m sorry if that confused you, I was trying to close the situation as peacefully as possible so you could relax on your trip. I do regret that you found our handling of the situation, like not first checking the cameras, so inadequate, and the phrasing of our email so aggressive. The reason our staff didn’t check the cameras is because in all past occasions of missing items, there is usually no need. These situations are typically easily resolved with an email to the couple asking them to check with their vendors, and usually a vendor or family member/friend turns up with the item within the next few days, so checking the cameras is generally unnecessary and is reserved for more serious occasions. Further, only 50% of the 6’ tables used that night were placed in areas covered by the cameras, so while checking the cameras could verify those tables stayed in place, the other tables could not be verified so the cameras wouldn’t have solved the issue anyway. As for the email, while the deadline and reminder of possible charging of the damage deposit seems an aggressive way to phrase that email, we have found that we do have to phrase it that way or the email gets ignored. We, too, wish we could phrase that one more gently but unfortunately that just doesn’t work. Rest assured, we wouldn’t have charged you without discussing it with you first, which we did try to explain to you when you returned but perhaps were unsuccessful at communicating that. As another point, we would not charge the entire damage deposit, only the cost of replacing the tables. I do regret that you found this experience so unpleasant and I will take your feedback into account with our supervisors and see how we can adjust our policies to make the process less difficult for future clients. I appreciate you taking the time to share your experience with us so that we can address it thoroughly and appropriately. If you would like to discuss it further, please feel welcome to reach out to the venue, or our Regional Manager whose contact information we shared with you, at your convenience. Best wishes, Brianne Benelli General Manager The Springs Cypress

ew marriage! We not only had a blast celebrating with you on your most special day but we also loved seeing you truly bring your dream wedding to life! Cheers to forever!

rful experience with our staff but a wonderful wedding overall is what we strive for. We wish you the happiest and most loving marriage and hope to see you again at the chateau for your next event!

ery second of working with you, and your celebration was absolutely stunning! :) I'm so, so glad you had a good experience and came away with some treasured memories. Thank you so much for taking the time to leave us such a nice review--it means a lot to us! We wish you and Ayaan the happiest future together, and hopefully we'll get to see you both for another event here someday!!

ay! Thank you fo the wonderful review and congratulations on your marriage!

Sarah's gorgeous wedding and are happy to hear you all had a wonderful experience. We look forward to celebrating with you again in the future!

celebrate your special day with you and that you all had a lovely experience. We can't wait for your beautiful photos!

we are so honored to get to share the day with you. We're also glad you were happy with our helpful team and we can't wait to see all the beautiful pics! Congratulations again to you both! Warmest regards, Hayley Nguyen General Manager The Springs in Cypress

ting your special day. We are so grateful to have met you and Michael and to witness your sweet, genuine love. Congratulations not only on your marriage, but on your growing family! We can't wait to see the rest of your wedding day images and will definitely follow along when the little one joins the world! Truly a beautiful couple!! Warmest regards, Hayley Nguyen General Manager The Springs in Cypress

*finally* get to celebrate your marriage! You were stunning in every way and brought all the drama in your pictures!! I'm glad to hear that our amenities were the perfect fit for your event. We know we'll see you soon! Welcome to the industry!! Congrats again :) Warmest regards, Hayley Nguyen General Manager The Springs in Cypress

a sweet and fun bride! So glad that all the surprises were exactly what you wanted! Congratulations to you both and cheers to your happily ever after! Warmest regards, Hayley Nguyen General Manager The Springs in Cypress

lp you have the best day ever! We also appreciate the feedback. As you stated, we do mention in the contract that we give tours the morning of wedding day before any festivities begin. On the day of your wedding, we had four tours and each was escorted by one of our managers. When we show people around on wedding day, we never take them towards the suites in consideration of your comfort and privacy, but many other vendors were present as well, so it's confusing to know who's who! We hope everything turned out exactly the way you envisioned and cannot wait to see your pictures! Wishing you both a lifetime of love and happiness! Warmest regards, Hayley Nguyen General Manager The Springs in Cypress

e your special day with you and your loved ones! Our goal is always to provide our clients with as many resources as possible for a successful event. Your wedding was beautiful and we can't wait to see your final photos! Wishing you both a lifetime of love and happiness! Warmest regards, Hayley Nguyen General Manager The Springs in Cypress

be part of such a special day! We are so glad to hear that our beautiful venue and valuable pricing was exactly what you were looking for! Your wedding was gorgeous and we LOVE your pictures! Wishing you both an incredible new adventure filled with love, laughter, and so much happiness!! Warmest regards, Hayley Nguyen General Manager The Springs in Cypress

ch for taking the time to leave us a review. We are so glad you had a wonderful experience with us. We always strive to make sure our couples feel taken care of, before, during, and after the wedding! Wishing you and Mark all the best on your new adventure together! Warmest regards, Hayley Nguyen General Manager The Springs in Cypress