Although we are dismayed that Ms [redacted] states that she was not happy with her party, her request for a full refund is unsubstantiated As previously stated, we provided all goods and services that were promised and agreed upon when her daughter booked the party We addressed her concerns and provided her with free admission passes totaling $as a sign of good will when she complainedOur internal investigation concluded that the grievances she stated in her complaint were unwarranted Also, Ms [redacted] did come back to the facility at a later date and use the free passes that were given to her
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 12309644.
Regards,
*** ***
Firstly, the party Ms*** is referring to occurred on 2/4/17, not 2/6/as listed in the complaint, and children attended the party, not Also, to clarify, *** *** is not the person who booked this party The party child's mother *** booked the party ***
*** is the grandmother Secondly, the manager *** at no point told Ms*** that we were "overbooked and understaffed" There were other parties on the party date and during a regular February Saturday or Sunday our establishment typically hosts approximately parties without incident Ms***'s party host was a year veteran employee who has hosted over a birthday parties in her tenure at our facility When the *** party first arrived at the facility and checked the children in, our staff explained to the mother *** how the party would proceed and the timeline for play time, pizza and cake The room was all set up when they arrived with miniwaters for the kids on the table and balloons decorating the room as requested by the mother when she booked the party The children enter the room after check-in, put their shoes in cubbies and go play on the inflatables for an hour and minutes At that time the children are rounded up on the play floor by the party host and are instructed to return to the room, then pizza and drinks are served, followed by cake The party host was out on the jump floor during the children's play time to supervise her party attendees About minutes before pizza is to be served, the host informed the party mom that she would be walking down to *** *** (a minute walk inside the same mall we are located in) and would return with the pizza and serve the party guests at the designated time (hour minutes into the party) She put out apple juice bottles on the table for the children before she left, then picked up pizza and returned and served the pizza on time The children were already in the room when she returned and were quite unruly One child even threw a juice bottle at the host and hit her in the head Regardless, the party host remained composed and friendly and quickly served the children their pizza and put additional pizzas on the back table for the adults to help themselves The grandmother *** was extremely rude and short to the party host during the party Her claim that "not one came to pizza, cake, no juice boxes were given.." is completely false The host gave the children time to eat their pizza, then returned to the room to ask if the mother wanted her to do the cake at that time The grandmother interceded and told the host "We'll just do it ourselves!" and instructed the host to leave the party room All issues outlined above were reported to the manager on duty as they occurred by the party hostThe party host was dismayed because she was following protocol and trying to be as attentive as possible to the mother and grandmother but was met with rudeness and dismissed The host still went back into the room numerous times to check if anyone needed anything, as well as picked up trash and offered to help them carry presents out to their car A few of the parents at the party went as far as to apologize to the party host for *** ***'s rude behavior to her At the end of the party *** *** complained to the manager *** about the party *** was aware of the issues the party host was experiencing during the *** party, but also knew that everything went according to our regular party schedule and the party received all services and goods they paid for, as she was overseeing the party as well At the end of the party *** *** demanded some kind of a refund and was ranting that she was in the "hotel business" and that the party wasn't up to her standards *** explained that the host was there and trying to do her job throughout the entire party and that the party received everything it was supposed to in a timely fashion so she didn't understand what she wanted a refund for *** *** would not leave the front desk after *** spoke to her for quite some time so she offered her free admission passes to appease her *** *** took the passes and left the facility The manager and staff was fully interviewed after *** *** complained and it was determined that the staff was cordial, accommodating and followed company protocol *** followed up with *** *** and informed her that no refunds would be issued and that Mrs*** accepted the free passes in response to her complaint She came back and used the free passes as well
Although we are dismayed that Ms*** states that she was not happy with her party, her request for a full refund is unsubstantiated As previously stated, we provided all goods and services that were promised and agreed upon when her daughter booked the party We addressed her concerns and provided her with free admission passes totaling $as a sign of good will when she complainedOur internal investigation concluded that the grievances she stated in her complaint were unwarranted Also, Ms*** did come back to the facility at a later date and use the free passes that were given to her
Although we are dismayed that Ms [redacted] states that she was not happy with her party, her request for a full refund is unsubstantiated As previously stated, we provided all goods and services that were promised and agreed upon when her daughter booked the party We addressed her concerns and provided her with free admission passes totaling $as a sign of good will when she complainedOur internal investigation concluded that the grievances she stated in her complaint were unwarranted Also, Ms [redacted] did come back to the facility at a later date and use the free passes that were given to her
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 12309644.
Regards,
*** ***
Firstly, the party Ms*** is referring to occurred on 2/4/17, not 2/6/as listed in the complaint, and children attended the party, not Also, to clarify, *** *** is not the person who booked this party The party child's mother *** booked the party ***
*** is the grandmother Secondly, the manager *** at no point told Ms*** that we were "overbooked and understaffed" There were other parties on the party date and during a regular February Saturday or Sunday our establishment typically hosts approximately parties without incident Ms***'s party host was a year veteran employee who has hosted over a birthday parties in her tenure at our facility When the *** party first arrived at the facility and checked the children in, our staff explained to the mother *** how the party would proceed and the timeline for play time, pizza and cake The room was all set up when they arrived with miniwaters for the kids on the table and balloons decorating the room as requested by the mother when she booked the party The children enter the room after check-in, put their shoes in cubbies and go play on the inflatables for an hour and minutes At that time the children are rounded up on the play floor by the party host and are instructed to return to the room, then pizza and drinks are served, followed by cake The party host was out on the jump floor during the children's play time to supervise her party attendees About minutes before pizza is to be served, the host informed the party mom that she would be walking down to *** *** (a minute walk inside the same mall we are located in) and would return with the pizza and serve the party guests at the designated time (hour minutes into the party) She put out apple juice bottles on the table for the children before she left, then picked up pizza and returned and served the pizza on time The children were already in the room when she returned and were quite unruly One child even threw a juice bottle at the host and hit her in the head Regardless, the party host remained composed and friendly and quickly served the children their pizza and put additional pizzas on the back table for the adults to help themselves The grandmother *** was extremely rude and short to the party host during the party Her claim that "not one came to pizza, cake, no juice boxes were given.." is completely false The host gave the children time to eat their pizza, then returned to the room to ask if the mother wanted her to do the cake at that time The grandmother interceded and told the host "We'll just do it ourselves!" and instructed the host to leave the party room All issues outlined above were reported to the manager on duty as they occurred by the party hostThe party host was dismayed because she was following protocol and trying to be as attentive as possible to the mother and grandmother but was met with rudeness and dismissed The host still went back into the room numerous times to check if anyone needed anything, as well as picked up trash and offered to help them carry presents out to their car A few of the parents at the party went as far as to apologize to the party host for *** ***'s rude behavior to her At the end of the party *** *** complained to the manager *** about the party *** was aware of the issues the party host was experiencing during the *** party, but also knew that everything went according to our regular party schedule and the party received all services and goods they paid for, as she was overseeing the party as well At the end of the party *** *** demanded some kind of a refund and was ranting that she was in the "hotel business" and that the party wasn't up to her standards *** explained that the host was there and trying to do her job throughout the entire party and that the party received everything it was supposed to in a timely fashion so she didn't understand what she wanted a refund for *** *** would not leave the front desk after *** spoke to her for quite some time so she offered her free admission passes to appease her *** *** took the passes and left the facility The manager and staff was fully interviewed after *** *** complained and it was determined that the staff was cordial, accommodating and followed company protocol *** followed up with *** *** and informed her that no refunds would be issued and that Mrs*** accepted the free passes in response to her complaint She came back and used the free passes as well
Although we are dismayed that Ms*** states that she was not happy with her party, her request for a full refund is unsubstantiated As previously stated, we provided all goods and services that were promised and agreed upon when her daughter booked the party We addressed her concerns and provided her with free admission passes totaling $as a sign of good will when she complainedOur internal investigation concluded that the grievances she stated in her complaint were unwarranted Also, Ms*** did come back to the facility at a later date and use the free passes that were given to her