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Business Profile

Guest Ranch

Rocking R Guest Ranch
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:10/08/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am supposed to have my wedding on August *** 2023 at the rocking R guest ranch. The owner, **** does not like my wedding planner and after I signed the contract sent and paid the full **** to them, shes adding all these new rules and fees. In the contract, section *** states *** The "last call" for the service of alcohol will be made at *:00 a.m. and the bar will close at *:30 a.m. Guests may remain on the premises until *:00 a.m. at which time they must depart from the property. If a shuttle is not booked, Renter is responsible for ensuring that the local cab companies are available to transport their guests to the hotels in Strathmore.She then sent my wedding planner a text saying need to let you know there will be an addition fee of $*** for the extension in the time. I need to pay my staff for this extra time and that is a standard fee for us. The extension is an extra feature we don't normally include and if you're a couple once that they're going to have to pay the additional fee this is nonnegotiable if they don't want to pay this, we can use our normal shut down of **** with everyone off the property at 12 midnight. When confronted **** said because she didnt sign the contract its not valid. So I said okay then give me my money back if its not valid. She said because of the contract I signed, she keeps ****. She is now trying to get us to sign a new contract (which we wont be) with all these crazy new rules saying my wedding planner can come decorate then has to leave. I just dont know what to do cause this is just the tip of the issues we are having with the rocking R ranch. Ive attached the original contract and the email with the new conditions.

    Business Response

    Date: 21/08/2023

    We are very clear in our expectations for weddings. We follow County bylaws for closing the bar and **** the wedding planner didn't provide an extension certificate from the County when we were discussing but had added the extension time to our contract manually. We said we can't follow those times unless we recieve the County extension. We changed nothing and are only following County Bylaws so we are in compliance with AGLC. We have kept the non-refundable $**** wedding deposit as we cannot have a wedding that weekend now from the total $**** paid. To be clear - according to our contract and business practices stated on our website, we are *********** keep the full amount, but because we are trying to mitigate this situation, we have refunded some of the deposit. Our only changes for the new contract, after ****** provided the County extension, is to tell her we have to charge extra for the extension because we have to pay our staff extra to stay longer for her extension. That is standard practice and reasonable. We also ask the couple to provide a shuttle service because we don't condone drunk driving and want to ensure people have a safe way to get home. This is also standard practice. The two weddings we had worked with **** the wedding planner, she had not booked a shuttle and we had people staying at the ranch way after closing time without a reliable way home and we didn't want that experience again. Nothing we're asking for is unreasonable. We agreed to proceed with the wedding as long as you follow our conditions. 

    Customer Answer

    Date: 21/08/2023

     
    Complaint: ********

    I am rejecting this response because: In the original contract send to us by email, by the owners of the rocking R Ranch. There was NO mention of the time restraints, in ANY clause. In a Zoom meeting on Monday July ****, 2023 there was verbal confirmation, from the rocking r ranch owners, that we were to organize a shuttle for *am so that our guests were off the property. Following that zoom call, and our understanding and confirmation from **** and ****. Myself and my fianc hired a shuttle service so that we could comply with their demand. At this time again, there was NO MENTION of the **** time limit. On August *th, my wedding planner received a message from **** stating I need to let you know there will be an addition fee of $*** for the extension in the time. I need to pay my staff for this extra time and that is a standard fee for us. The extension is an extra feature we don't normally include and if you're a couple once that they're going to have to pay the additional fee this is nonnegotiable if they don't want to pay this, we can use our normal shut down of **** with everyone off the property at 12 midnight. My fianc and I would have followed these time restrictions if it was in the original contract signed by both my fianc and I. Not as an added term and fees 2 weeks before the big day. She then sent the new contract she wanted us to sign, attached to this notice above. You can see there are MULTIPLE changes to benefit the rocking r ranch and not us as a couple. We respectfully declined to sign the contract of their new terms as it would cost us way more money as a couple. They kept the ******************************************************************************* agreed by only by the rocking R ranch. If they are not bound by the terms in the first initial contract, then Im not sure why we have to be

    Sincerely,

    *****************************

    Business Response

    Date: 23/08/2023

    At this point they have cancelled their wedding at our venue and we are within our rights according to our general business terms and conditions to keep the non-refundable deposit for $**** because we have now lost a weekend where we can accomodate a wedding. We had several weddings tentatively booked for that date that cannot be booked now so that is lost revenue. Any more correspondence will be considered *********** and appropriate actions will be taken.

    Cheers,

     

    ****

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