Dear Jordan Caldwell, Thanks for sharing your feedback from your rental here. We are ensured that your guests were thoroughly pleased with the unique and aesthetically appealing nature of our venue. We are saddened to hear your comments about our hospitality and service. We are known for our attentive and friendly staff who treat each client with the same respect. After over 20 years in this business we are assured by our repeat clients of the outstanding customer service and are saddened to see a review of this kind. We would like to help clarify any miscommunication in the hopes of bringing about more knowledge on some topics you touched upon here. We signed a contract with you in August 2013 for a wedding of May 2014. We would like to highlight some of the comments referenced in regards to your reservation in the hopes of clarifying some miscommunication. -We are happy to introduce an addition of the outdoor Patio Space, an extended rental facility here at the Venusian Gardens. The development of the Patio Space was finalized in 2014. At the time you signed your contract in 2013, we had yet to design or establish the patio. We had informed all of our clients of our ideas and informed them that we were in the process of designing it. However, by alerting you on our developments, we never confirmed you a rental of the patio as this new property is a separate rental and require separate rates. Please view your rental contract for clarification. Please note that we did provide every single thing indicated on our contract. Any services or rentals additional to the existing contract would constitute for an addendum to the rental contract and addendum to the contract value. Equally please note that at the time you had called to inquire about the patio, we had informed you of the additional rates for the patio and after acknowledging your discontent with the rates, we had provided you with a 55% discount in order to accommodate you as our clients. -Like similar event venues, we have always maintained a standard rate for hosting a wedding rehearsal at our venue. A wedding rehearsal consists on wedding set up, staff at the venue and reservation of 1-2 hours of venue time. Please try and understand that as a venue, we render a service and there are costs associated with obtaining a service. -Please note that our Event Manager never called your event planner a week prior to your wedding to tell her that the patio would be free only to later on demand $500 on the day of your event. Consequently, in said regards please note that our Event Manager never demanded nor collected a payment of $500 from your event planner. Your wedding planner did make a payment of $250, half of your quoted amount payment for the rental of the patio (but still at the 55% discounted rate we offered to you). There are receipts to verify said payment. We advise you to further discuss this with your wedding planner as there might have been some miscommunication between you both. -Please note that all tables and chairs for your wedding ceremony agreed upon in your final floor plan were indeed provided. There is a rental receipt from our delivery company to verify such. -I apologize that you experienced difficulty while attempting to coordinate a meeting with the Event Manager after making a payment. We are always easily accessible and even provide clients with an office line and an after hours line. We can be reached via email and the office line during normal business hours Monday-Friday from 10:00am-5:00pm. We believe your discontent is due to a lot of miscommunication. We thank you for your feedback and will take into consideration any adjustments necessary to ensure that we do not have a repeat of such miscommunication. We wish you and Shawana Carr the best in your married life and continued happiness and success. - The Venusian Gardens
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