First off, I am NOT a high maintenance person who writes negative reviews over small discomforts that can be overlooked.
This is literally the first negative review I've ever written about a hotel or B&B, because I am absolutely appalled by how unprofessional and rude Cristin Kline (a manager) of Gramercy Mansion turned out to be.
I am writing this review just as a warning for future customers that, should anything not go as planned, there is very little chance that the managers of Gramercy Mansion will be understanding, fair, or considerate of you as a customer. They could really care less about customer service.
Here's what happened:
My fiance and I signed a contract to have our marriage ceremony performed at Gramercy Mansion in their beautiful back garden. We paid all fees in full. A week later, I received a call saying that Gramercy Mansion would have to change our contract and that my wedding could not take place at the time and location specified. It would have to have an entirely different start time, and would have to take place in an entirely different area: in the center of their parking lot. That's right. They gave me an ultimatum: get married on a small plot of grass in our parking lot or get out.
Why? Because another bride getting married at Gramercy that day simply decided she wanted to change her contract so that her wedding would overlap with mine, and the manager, Cristin Kline, allowed her to go through with it. Even if it meant violating the contract I signed and paid for.
When I calmly asked Cristin why she would treat a customer so unfairly, she became extremely rude and eventually began shouting at me. She made irrational statements about how "airlines always double book flights and they also have to let down some customers sometimes." She even "punished" me for asking questions by telling me that I would no longer be allowed to bring a photographer onto the property in order to have pictures taken before the ceremony. There was absolutely no explanation given for why she simply allowed another bride to violate her own contract and mine. I have never, ever spoken to a business manager who is so rude, condescending, and unprofessional as Cristin Kline.
I canceled my wedding with Gramercy and they at least had the decency to return the money we paid.
Just imagine...if this is how Gramercy Mansion treats brides (who can bring in lots and lots of revenue), imagine how they will treat a guest staying for just one night or two (and not bringing in as much money), if the guest should have a complaint or ask any questions...
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 21, 2013
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On behalf of Gramercy Mansion, I sincerely apologize for your experience while planning a ceremony at our venue. We certainly understand your disappointment when the specific garden requested was not available for the time of your ceremony.
When the conflicting timing and circumstances of your ceremony and the later event became apparent, our manager did her best to immediately resolve issues and accommodate both parties without violating any contracts. It is clearly stated in your signed contract that the ceremony location is "based on availability." The ceremonial site is listed as a "special request."
In addition to the lower garden behind the Mansion that you requested for your wedding, the property boasts an oval, landscaped Edwardian garden surrounded in flowers between the Mansion and Carriage House, accommodating ceremonies with up to 150 guests. This manicured garden hosts 50+ wedding ceremonies each year and was the alternative suggested for your ceremony.
The other option suggested was to adjust the ceremony start time to just one hour earlier. While we certainly understand that this could pose an inconvenience or conflict with reception plans, the preferred garden would be available at that time.
Once again, I am very sorry that you were so unhappy with your experience. We do strive to treat all of our guests, brides and grooms with consideration, fairness and professionalism. Your comments are important to us. We wish you all the best.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.