Elaborate Events

If you are planning to hold an event at this facility… please be sure to check the linens, kitchen, and health inspection rating… their most recent is a «B»…not the «A» displayed at the front door.
I recently hosted a birthday party at Elaborate Events for a client in January.
As the planner, we incurred several issues with the execution of the party, and I wrote to the owner Sharice to write to express my concern. She said that she would reach out to my client to extend a partial refund… we are still waiting.
1. There was no event host on hand. It is stated in the contract that one would be available, and Tiara told us at the time that we viewed the space that she would be with us the entire night and to not worry about anything. The night of the event, she stated to me that she had to leave and that she would return in a short while. She said that if I had any questions to give her a call. When she hadn’t returned before the party started, I called and she told me that she was waiting for her boyfriend to come home and watch her child. After that conversation is when Charise arrived at the facility. By then I had pretty much handled all of our issues.
2. Lack of communication prior to the event. We tried to contact Tiara several time before the day of the event to go over the expectations for the night. No response. Called several times, left messages, and even texted but did not get any response until the morning of the event. Never did she communicate that she would not be there during the event. Never did she explain how to work the lights, location of garbage cans, mops, brooms, garbage bags, or other features that have to do with the rental space.
3. The space that we rented was filthy. Table linens were caked with old food, and crumbs, and the floors where the food sat were sticky with old spilled liquid. It was as if a party had occurred the night before and no one bothered to clean for the event the next day. My catering team was not happy with the cleanliness of the kitchen and opted to set the food on the folding table in the entrance to the kitchen.
4. The fire pit was a selling point for my client. Tiara assured us that if the weather was right, the fire could/​would be lit. The night of the event she told us that it could not be lit because there was no fire wood. Then Charise advised that night that it is never lit and that it is really just for show.
5. The bridal suite was cold, dirty and not vacuumed. The bathrooms throughout the facility did not have adequate toilet tissue or paper towels, and there was a trail of ants that came from behind the toilet and around the sink in the bridal suite.
As a business owner, I understand that sometimes there are issues, and we are forced to improvise. However, what concerns me the most is the lack of cleanliness, customer service, as well as the promise of certain expectations that never came to fruition. On any rental space, cleanliness is an expectation, that is a given. Also, the follow up to ensure that clients are satisfied, hoping that they would bring repeat business. I feel that a phone call and some type of concession should have been offered to my client.