ComplaintsforAmerican Hotel
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Complaint Details
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Initial Complaint
11/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
The night of our wedding reception 08/27/2022 the dinner served that night was horrible nothing like our food tasting. Two completely difference experiences. Many of our guest complained their dinner was taken away before even being touched or they placed their dinner selection and was never served. The number one complaint was the food was horrible. This is very disappointing and upsetting especially with kinda of money that is spent. My wife and I could not even finish our meal it was tasteless. Another concern was I made it very clear during our food tasting we had children with food allergies however everyone was clueless of this situation. Come to find out the head chef quit 2 weeks prior to my wedding. We should have been informed of this to do another food tasting or some type of compensation should have been done. When I spoke to *** with all my concerns all he can say is apologize.Business response
12/01/2022
I am writing this email in response to the letter I received from BBB dated November 22, 2022 (ID ********* regarding your August 27, 2022 wedding reception at the American Hotel. Please forgive me for the delayed response, as I first received this letter this afternoon after returning from some time off during the Thanksgiving Holiday. I hope you all had a nice holiday with your family and friends.
I have taken the time to pursue your claims with ******************* our Banquet Manager and Maitre D so that I am able to accurately address each of your concerns and issues.
I think it should initially be discussed that the food you received the night of your wedding was prepared by the same Banquet Chef(s) that prepared your tasting. Both Banquet Chefs, have been with our venue for 2 and 3 years respectively and have been responsible for preparing our banquet food during that entire time.
It was brought to my attention, that on the night of your celebration, you had nothing but compliments for how the party went, no complaints at all, in fact it wasnt till some time in Late September that you called *** with complaints regarding the taste of the food. The salmon, chicken and steak offerings, have been the same recipes and continue to be served regularly at most of our events. Never did you complain of early bussing/ removal of food or unserved guests.
I am more than willing to discuss your concerns, please feel free to email me and I will immediately reach out to you, hopefully to rectify the situation some way to your satisfaction. It is difficult to remedy a problem weeks and/or months after it occurs but I look to satisfy you.
Customer response
12/01/2022
Thank you for your response, and for looking into this matter.First of all, I wanted to set the tone by saying we were very pleased with the American Hotel services in general. The staff was very respectful and helpful, all our guests enjoyed the cocktail hour, bar and the hotel amenities.Unfortunately, the biggest and most consistent complaint that we heard from our guests was related to the main course.The food was either cold, overcook, and in some cases had no flavor, dinner was never brought out to them or their plate was taken before even being touched, nothing like we experienced during our food tasting.The reason that the complaint was not brought to your attention the night of the event was because, we ( my wife and I ) didn't have time to eat of course due to that we were busy all night and also because we didn't hear the negative feedback regarding the food until we return from our two weeks honey moon in middle September.I am glad to hear that you are willing to rectify the situation and I hope we can work some type of compensation.Thank you************************;************
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
18 W Main St # 20
Freehold, NJ 07728-2210
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.