|Address:||2887 Royce Rd, Varysburg, NY 14167, USA|
|Working:||Closed Closed Closed 5–9PM 10AM–4PM 10AM–4PM 10AM–5:30PM|
This is on behalf of one of my best friends, this is her Facebook post.......Many of you know the last year and a half has been an extremely difficult time for me..when I lost my mom, I lost so much more. My heart broke, my world forever changed without my mom in it. Ive struggled with my grief, and although Ive fallen, I keep getting up. When you go through life shattering events, your perspective on life changes. Not only did I lose my mom, but a decade long relationship, and many people I considered friends. On top of that I lost so much more..I had to use all of my vacation to attend moms doctors appointments, take care of my mom, and spend time with her. I worked up until the week she passed and never qualified for FMLA. Dont get me wrong, there was no where else I wanted to be, but it has put me into a vacation deficit that Im still recovering from and ultimately led me to leave my job. I also lost all the money invested in a wedding my mom would never see, and that was one of her dying wishes.. And thats what this post is about. After my mom was diagnosed, I postponed my August 2016 wedding at Hidden Valley Animal Adventure in Varysburg, NY. I was allowed to reschedule it to August 2017, but shortly after my mom passed away, I couldnt think about planning whats supposed to be the happiest day of my life. My fiancé and I ended up breaking up and I called to cancel our wedding venue with a year and 3 months notice. I was told that the deposit was non refundable, to which I replied that I would keep the lodge for that night then and have a party. I was told that if the date could be rebooked with an equitable event, the event planner would approach her manager for my deposit back. Since initially booking, I have worked with 3 different event coordinators, and was told 2 weeks ago by the most recent one, that only a reunion had been booked on my original date. Although both dates (the 2nd date was rebooked with a wedding bringing in more revenue than mine) were rebooked with events requiring a deposit in addition to other revenue, my deposit would not be refunded. Although I understand that my deposit was non refundable and the need to run a business, I have been strung along for over a year believing my deposit would be refunded, I cant help but feel that Hidden Valley Animal Adventure is taking advantage of someones great misfortune. I have called Hidden Valley Animal Adventure and left 3 messages over the last 2 weeks requesting a return phone call from someone in management, but they wont return my calls. I was assured by the event planner that she would forward our email correspondence to her manager to make a decision regarding refunding my deposit, and that the manager would contact me directly by phone or email, but she hasnt. I cant help but be frustrated and disappointed in Hidden Valley Animal Adventures customer service, or lack there of, over the last year and a half. After doing some research, my deposit included liability insurance, which typically covers the need to change the date if a member of the wedding party is ill. This leads me to believe that I am wrongfully being held accountable for moving my initial wedding date after my mom was diagnosed with stage IV lung cancer. I would love the opportunity to discuss this with them, but they have been unwilling to return my calls. I hesitate to make this post because I generally frown upon blasting people on social media. However, Im angry. And frustrated. I cannot even get a manager to return my calls. Although Hidden Valley Animal Adventure is a beautiful venue, I figure the least I can do is share my story and warn other brides of my customer service experience. What was supposed to be the happiest day of my life is forever ruined without my mom, and I just wanted to say thank you Hidden Valley Animal Adventure for all of your compassion and empathy, customer service, and for stringing me along for the last year and a half. You really know how to kick a girl when she is down. End rant.
TERRIBLE! Do NOT try to have a banquet here! We were quoted a price (which was also on their menu ONLINE that they took down a few days afterwards), sent in the deposit, and then we never heard from them again. It took 32 phone calls to get in touch with the wedding coordinator! When we finally did we set up a meeting, and she stiffed us! So we rescheduled and she showed up a half hour late. At this meeting she informed us that the price we were quoted wasnt valid anymore, and all of a sudden gave a price that was almost 3 times the amount!!! We were then told that the "deposit" we put down wasnt a deposit at all, but a room charge fee (1500 dollars on TOP of everything else you spend there!). Oh, and dont forget about the linen fees, the napkin fees, the cleaning fees, I swear there is a FEE for EVERYTHING!!! Also, when we told her we couldnt afford the new prices she berated us about being cheap. Yes she actually did that! She told us that weddings nowadays cost at LEAST 25,000 dollars and that we were being ridiculous and outrageous not to have that budget. She then went on to inform us that they have to pay bills and pay for billboards and keep the place running and that they have people calling them every month asking for the money for their bills (which made me feel like they were going under) and that we didnt understand that it costs money to pay for things. Yes, she told me that I didnt understand what things cost. SO RUDE!! I have a freakin masters degree! lol. Anyways, this place was ridiculous. They NEVER answer the phone (i called soooo many times). They NEVER call back. They skip meetings that are scheduled (When we went to get the deposit, oh excuse me, the room fee back, the manager who was supposed to meet with us, was late by 15 minutes because she was bussing tables because they dont hire enough people). They dont want to help you. When we told them the things we were thinking of for our menu they basically said no, and offered things like bacon wrapped ostrich and other meats when I clearly told them I wasnt able to eat that! They dont care about anything but making money - that is their only goal. They could care less if you have a nice experience. BEWARE!!!!!!!!
I would like to write a more recent review compared to the poor rating this facility received a year ago. I have started planning my wedding and I have been working with the events planner at Hidden Valley. As far as getting a hold of someone there it is slightly difficult since they are only open Thursday through Sunday, but I met with the Events coordinator and they mentioned they have revamped their wedding planning since they opened a couple of years ago. Everything was well organized and easy to comprehend. The price was reasonable compared to other places I had looked into, and everything was included (cake cutting fee, bar, champagne toast, linens etc.) in the overall per-person pricing. The only fee discussed was the hookup fee for outside entertainment. Everything they explained to me made sense. Yes some of their food is "exotic" but you have many choices of typical wedding foods as well. Overall the atmosphere is wonderful, you can decorate yourself, or they have decorations for you to choose from, set up and take down is included in the price, and the food is delicious. I have not had a problem with service anytime I have eaten there for dinner, or while working with the events planner (for convenience she gave me her email). i would recommend this place anytime and I plan to write a follow up review after my wedding. If it matters I have a Master degree as well. I dont believe the rating before me is unfair, I would just like others to know that this place has made amazing changes in the short period of time and to give them a try