I have never experienced such atrocious service from a business in my life as I did with this party…read morerental venue. The communication was beyond horrendous--every time I called, I was told I would receive a call back that never came, and every time I texted, I was ignored completely. Their excuse was always that weekends were busy, even when I reached out on a Tuesday or Wednesday. I had to repeat the number of tables and chairs I needed multiple times to both owners, and it was clearly written on my invoice, yet when I arrived, it was still wrong. The audacity of Elizabeth to tell me that I gave her the wrong numbers--when she had them typed out on my invoice--was unbelievable.
When I calmly brought up that their communication had been extremely poor, Elizabeth became very aggressive and defensive, repeatedly asking "how" and then proceeding to blame me for every issue. Despite me having proof of everything, she continued to deny any wrongdoing. I had also informed them several times that I was renting a soft play area, yet she later claimed I never mentioned it and demanded insurance for it on the day of the event. Of course, I complied, but what truly frustrated me was learning from the soft play company that they had done multiple events at this venue and had never once been asked for insurance before. Thankfully, being professionals, they sent the documentation within minutes.
Now, about the venue itself--it was absolutely disgusting. The chairs were mismatched and stained, the curtains had brown stains along the bottom, and the tables were all different sizes. The floors appeared to be painted black, but the paint smelled strange and was full of dents and divots that were actual tripping hazards. They advertise having two bathrooms, but there's only one. Most of the items included in their "packages" were run-down, broken, or dirty.
We were also told multiple times that the parking lot would be empty on Saturday, so there would be no issues with parking. That was another blatant lie. The lot was completely full, and many of my guests had nowhere to park. Some had to leave their cars behind other vehicles, others had to park far away, and a few even had to go home and Uber back, which was a huge inconvenience--especially since we specifically confirmed parking availability ahead of time.
The final straw came at the end of the event. Even though they charge a cleaning fee, my group decided to tidy up a bit to be courteous. The woman who came to clean was alone--expected to stack all the chairs, move tables, and clean the entire venue by herself. She even had to ask us to take out our own trash because she couldn't carry it. Of course, we helped her, but it's completely absurd that guests are paying a cleaning fee and still doing the cleaning themselves.
For the love of God, do not waste your time or money at this venue. The experience was a complete nightmare from start to finish. The only bright spot was Linda, who I believe is the other owner--she was kind, polite, and genuinely tried to help. If you absolutely have to book here (which I strongly advise against), deal only with Linda. Elizabeth, on the other hand, was an absolutely dreadful person to communicate with, and her attitude and lack of professionalism made an already bad situation even worse.
UPDATE:
Based on the reply from the vendor once again they do not take accountability for anything, I also have calls, messages and multiple people who heard our conversations, if we want to show documentation, I have A LOT! It would be great if they took responsibility and did better for other clients in the future. Telling me that I am making false remarks and changing the narrative to fit their own benefits, only strengthens everything I mentioned before. At the end of the day I do NOT benefit in any way by speaking the truth about what happened so why would I make "false remarks". Once again they are saying things they had promised in the beginning when I had booked and then never delivered which is why I am frustrated. Take responsibility for saying one thing and doing another, you are a business and you are selling one thing while advertising another. Hopefully they'll see the errors in their way before they ruin someone else's experience.
