Follow Up Review Response:
I see the business responded to my comment and I applaud and appreciate them being responsive to feedback. I do want to reiterate that my experience could have gone very differently with a "I'm sorry that there was confusion about when you'd be able to access the room. I can see how that might be frustrating. We will do everything we can to get you access to the room as soon as possible." Nothing like this was ever said. We were told the room is in use and the room is being cleaned and then we were admitted.
We were admitted before the stated contract time but the reason I choose to still provide feedback about the experience is b/c while contract language says "jump time 1-2, room time 2-3" there was also email guidance about what could be brought in and how access to the room could be granted upon arrival to decorate and set up, which lead to my confusion.
Also EVERY other party we have attended there and I'd say it's over 5 we had access to the room no fewer than 30+ minutes prior to "room time" or before the end of "jump time" however you want to phrase it.
There's a difference between being contractually "in the right" and providing quality customer service. It's true it said room time 2-3 but it did not say no access will be provided to the room prior to that time and did have conflicting guidance in emails about access to decorate, etc.
Lastly, based on the comment about being dissatisfied with the outcome, I want to be clear the only "resolution" or "outcome" I was looking for was room access, which we eventually received and we expressed our appreciation for your party planner with both words of gratitude, tip, and assisting her in getting all the items upstairs. But the outcome we never received, which appears we won't, was an acknowledgment of our feelings or even a bit of empathy for the confusion we had and the frustration we felt. Maybe it was entirely my fault to misunderstand email language about set up and base my expectations on past experiences, but all it would have taken was a simple "I'm sorry there's confusion. I see how that could be frustrating. We will do what we can to get you access as soon as possible." That's all I needed... read more