Complaints

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• Initial Complaint

  Date:10/24/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8-31-24 We spent $14,000-some-odd dollars: as a couple and our families to have the best weekend ever and we did have fun but with these inconveniences I feel that we should at least get back $2,000. • Bridal suite air conditioner, I should not have to sweat as a bride, made it hard for my hairdresser, make-up artist and hard to sleep! • My parents cabin alone was $500 a night and they had to drive back and forth all weekend which they should only have had to drive there on Friday and that’s it! • The electricity that went out in the main bathrooms, I was sending guests to my cabin to use the restroom.. 2 hours is a long time to have no electricity! • The bartender situation- I told you when we met face to face about the cocktail hour, you claim I read the text message you sent me on the day of the wedding, I should have had a timeline from you the last time we sat down

  Business Response

  Date: 11/18/2024

    I was notified of the following complaints. There was a problem with the air conditioning in the bridal cottage. Insufficient cooling in the spa for the guests. Power was out for two hours in the additional container restrooms. The scheduling of bartenders. To address the issues in order, the original $500 I offered back was to cover the Cottage air conditioning inconvenience which you declined and asked for more. Yes the unit to the central air went out one day prior to the event and we could not get it replaced before the event, however we did add in two window units to supply AC to the getting ready room and the bedroom. Unfortunately your event was on one of the hottest weekends of the year and as much as we would like it to be, the weather is out of our control. The likelihood is that even if our regular AC unit was running, you may still have felt that the cottage wasn't cool enough.To address the Spa, the air conditioner in the spa has worked for every other guest who has stayed. There wasn't anything we could have done to add additional AC to the unit. The argument of the unit being $500 a night is not applicable. That is what we currently charge for the unit but your event was not based on current pricing. If it had been you would have paid $21,000 instead of $14,000. As for the restrooms, the issue was resolved before the start of the ceremony. This is the reason we have a staff member on site to get issues resolved quickly and that is what happened. Regarding bartender scheduling, Stillwaters Retreat does not provide Bartenders. This is one of many promises the previous manager made and she was let go because of it. As part of the reorganization in January, we updated the noise ordinance, a new payment system, the bar's timeframe, and addressed the fact that we do not provide bartenders. We decided to honor your bartender request since you had the weekend booked. We had the bartenders serve within our bar timeframe of five and a half hours.

  
  As previously stated your security deposit has been mailed back. The staff serviced your event within the contract guidelines and no further refunds will be given. 
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  Customer Answer

  Date: 11/18/2024

  
  Complaint: ********
  I am rejecting this response because: I was notified of the following complaints
  There was a problem with the air conditioning in the bridal cottage. - Insufficient cooling in the spa for the guests
  Power was out for two hours in the additional container restrooms. The scheduling of bartenders. 
  To address the issues in order, the original $500 I offered back was to cover the Cottage air conditioning inconvenience which you declined and asked for more.
  Yes the unit to the central air went out one day prior to the event and we could not get it replaced before the event, however we did add in two window units to supply AC to the getting ready room and the bedroom. Unfortunately your event was on one of the hottest weekends of the year and as much as we would like it to be, the weather is out of our control. The likelihood is that even if our regular AC unit was running, you may still have felt that the cottage wasn't cool enough.                 *the place where we had the cocktail hour stayed cool with the central air so I believe the cabin would have also if the central air had been fixed. 
              *security deposit returned; as it should have been anyways, the only rooms that had units were the bedrooms in which were bogged down trying to cool the entire cabin, they were too                       small of units to help farther out than the bedrooms.  We needed some type of cooling for the open space also this is where we did hair and make up and we were sweating!              * I was also told that the air went out on Wednesday that week not Thursday and we should have been notified about the situation before I arrived on Friday and had to hear this from the  maintenance guy, not *****
  To address the Spa, the air conditioner in the spa has worked for every other guest who has stayed. There wasn't anything we could have done to add additional AC to the unit. The argument of the unit being $500 a night is not applicable. That is what we currently charge for the unit but your event was not based on current pricing. If it had been you would have paid $21,000 instead of $14,000.      *I had booked this venue over 2 years prior to our wedding so of course the venue has raised their prices but that is not something I control, I signed a contract when the price was $14k. I was also told by a worker that the AC in the Spa does not work that well no matter how hot it is outside. Asking for more money back is b/c my parents had to drive back and forth 40 mins 6 times over the course of the weekend, which they should have only driven ONE time.  As for the restrooms, the issue was resolved before the start of the ceremony. This is the reason we have a staff member on site to get issues resolved quickly and that is what happened…        *Regardless, if you have a staff member there, we still h ad to find them and get them to fix this, mind you our entire wedding party was there for the weekend, so it still affected us and them. * I was told that this happened during our reception, and it took 2 hours to fix. And only having one staff member on site to run both venues at the same time is ridiculous! I saw **** one time and that was at the end of the night and my phone has no service even try to reach her. Regarding bartender scheduling, Stillwaters Retreat does not provide Bartenders. This is one of many promises the previous manager made and she was let go because of it. As part of the         reorganization in January, we updated the noise ordinance, a new payment system, the bar's timeframe, and addressed the fact that we do not provide bartenders. We decided to honor your bartender request since you had the weekend booked. We had the bartenders serve within our bar timeframe of five and a half hours.  *Again….I booked this 2 years prior and was expecting what I had wanted from the beginning, it is not our fault you changed hands, The agreement I had with whom represented the venue at     that time should be honored regardless of who is still working there or not working there.  That is not my problem!  As previously stated, your security deposit has been mailed back. The staff serviced your event within the contract guidelines and no further refunds will be given.  If you cannot honor the promises, I was made from a person representing your venue from the beginning then I will make sure everyone I know, knows how shady this is and that you do not honor things that are not convenient or important to your clients once a couple years pass.  Even though you have to book far in advance to book this place.  As much money as this place cost you would think a couple thousand dollars to help offset the most important day for a couple's troubles.    *I understand nothing is perfect, but we put a lot of work and money into hoping these kinds of things do not happen to make our day harder. I feel, the least you could do, is make up for the things that were on your establishment and not things we could personally control.
  Sincerely,
  
  ****** *******