Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  In May of 2024,I secured The Royal Frenchman as the location for my 2025 wedding venue, making 3 initial deposits totaling $13,000, with the remainder due in 2025. Since the May booking, I had regular meetings, phone calls and e-mail conversations with staff on various wedding topics. In September I was preparing to send out Save The Dates to guests, and attempted to add a link to the Royal Frenchman website so guests could check out the hotel. The website was down. After a few days of the website not being up, I contacted the wedding coordinators. Eventually they responded and advised that the Royal Frenchman was under new ownership and they had been let go. They provided contact information for the new owner, and I emailed both addresses to inquire about what happens next. I got no response. I then began calling the hotel repeatedly and the new coordinator would not take my calls or respond to messages left. I was given her email by staff so I reached out that way, still with zero response. I finally called back and told them if they didnt respond to me I would seek legal action since the planning of my wedding had ceased. I then received and email stating they had so many weddings that they couldnt address mine right now. The opposite of the service I had been receiving. I responded asking to reestablish my former meeting cadence and communication. And I also asked for any notes they have on my wedding. No response. Former staff gave me the email of the general manager, and I reached out to advise of my experience and ask for a refund as I was no longer receiving services. I have not hear back. So the hotel has $13,000 and has no longer been providing planning services. I am an out of town bride and can ONLY rely on my planners to achieve the type of wedding that I want. I had flown in to have meetings with the staff and was planning the last meeting before all of this happened.

  Customer response

  12/02/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by The Royal Frenchmen Hotel regarding complaint ID ********.
  
  Regards,
  
  ******** *******
  

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