The Den

Hi Rachel! Thank you for the review, but we would like to share our side. You had booked The Den and chose to add on our coordination services, which are handled through a different team. That fee was $500, and was intended to provide layouts, mockups, and vendor coordination only. All of that was provided to you. This is intended to be a simple package to mainly help with day-of coordination of vendors and setup...something you would have otherwise had to do yourself, as that is not included with the venue rental itself. You were aware of that. You also expressed you were on a tight budget. Due to me being in the hospital, something I expressed to you, I refunded that fee as a courtesy, despite the time and effort spent providing that service. Our venue manager is not a friend, she is part of our team and did not state she was a friend. She has executed several successful events with us both at The Den. When you arrived for a tour that day, you were extremely rude. You stated that you had expected the venue to be "mocked up" with ALL of the rentals, draping, etc. That is unreasonable to ask for us to pay for all of those rentals and vendors just for a showing. That would be more than you paid for your venue entirely! After that, you decided to seek services from your wedding planner. After weeks of putting our services on hold as you decided, you stated that your planner was "too expensive" to handle your rehearsal dinner. So you wanted to bring us back on-board. You were essentially expecting us to provide a $10k level of planning services for $500. I know your wedding planner and her approximate fees. The day-of, you arrived and immediately harassed the staff and were very hostile. I received texts that you yelled at them. Everything was set exactly as planned. We even started the decor three days in advance, including the draping, so that you could sign off on all of it. You did. We did not make the linen sign, that was designed by your friend and sourced it locally. You had wanted to cut down the budget, so we did not add additional florals to the welcome sign to keep the budget down. Our team did bring out candles once requested. Then you asked for the wifi password, which we provided. It was working just fine. So was the speaker. There have never been issues with either, and I confirmed with my team that both were working. Then somehow, one of your guests locked the bathroom from the inside. Again, something that never happened. We immediately contacted our property manager for assistance, and he arrived within 30 minutes to fix the issue. At this point, it was almost as if you were causing issues because you wanted to seek a refund, as you were on a tight budget for this. It was something we quickly resolved and were on top of. Regarding the photo in the frame, that was provided as a courtesy to you. You did not pay for this, we offered it, and there was nothing expressed to us the day-of or after that it was the wrong size. It was meant to have matting around it. Upon leaving, the manager did not say goodbye because of how hostile you had been. She was scared of you. While exiting, your husband and a friend made comments in front of our team about taking the photo, and his friend said you should or else she (as in you) will probably be angry and throw a fit. That says so much about you coming from your husband and friends. We did so much to try to make you happy, something that is clearly not possible.