ComplaintsforRosen Plaza, Inc.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rosen Plaza's catering managers charged $2500 to my business credit card without my consent or the consent of anyone representing my company. I reserved a group dinner at Rosen Plaza's in-house restaurant, Jack's Place. After cancelling this dinner, Rosen Plaza charged me $2500 without notifying me or even replying to my email. I had already paid a non-refundable deposit of $200 to protect myself from an obligation to Rosen Plaza in an event such as this. In my contract, it said nothing about a penalty for cancellation. The minimum food and beverage spend was determined as $1050.00 in the contract and it even specified that if we did not pay within 72 hours, the reservation would be terminated. Rather than choosing to abide by this contract, John N****** and Phillip chose to charge us $2500 without our consent and have not responded to our calls, voicemails or emails for 3 days now. To charge a card without authorization (over twice the minimum spend of a cancelled reservation) and then ignore the card holder for days is egregious and both John and Phillip should be fired for doing this to a small business owner. Disgustingly unprofessional.

  Business response

  12/09/2022

  Business Response /* (1000, 5, 2022/11/12) */ ****************, CEO of ********* contracted ************ Restaurant in The Rosen Plaza Hotel of Orlando Florida for a Semi-Private Dinner to be held on November 2, 2022. We received a signed contract on October 28, 2022, along with deposit. The contract stipulates "guaranteed attendance figures for this function must be communicated to the hotel contact by 12:00 pm (noon), 72 business hours to the date of function. This figure will be considered a guarantee not subject to reduction and represents a minimum number of attendees for which ************ will charge. Payment of deposit due in full prior to scheduled function, remaining balance will be charged the night of the dinner and go towards the final bill". No representatives or guests of ********* arrived on the day the event. We telephoned and spoke Mr.********** after their scheduled event time, to which he stated they mistakenly thought it was Thursday, 11/3. He asked if we could host the event the next day, for which we agreed with no penalty. This was confirmed with Mr.********** via email again the next morning. Later that day we received another email from Mr.********** canceling the event. As stated in the contract we charged the remaining balance of the event and finalized the bill at the************, plus tax and service charges. We made several attempts to reach Mr.********** regarding his query about charges made to the credit card securing the event. We eventually connected on Monday 11/5/2022 and explained that the estimated amount was authorized the day of the event and finalized at the **************** service charges and taxes per contract. The complaint unfortunately is derived from his misunderstanding of the agreement signed, and fees associated with the canceling the day of event.

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