Red Rocks Trading Post — Local services in Four Corners States

I got married here a week ago and the ENTIRE planning process with Red Rocks/Aramark has been an absolute nightmare - communication, high staff turnover and billing/contract issues completely soured what was supposed to be a fairly straightforward process. We ended up being charged over $1,000 extra in our finalized contract (that we received FAR past the due date) that they refused to change for us (even though details were incorrect) and took a while to apologize for.

We've been passed between three separate event coordinators/catering managers in less than a year - at no point were we ever informed of the changes, so we spent several months trying to get in contact with the wrong person (because their inboxes/notes do not get forwarded to the right person). At no point were our event notes ever passed along, which caused the latest catering manager, Alicia, to completely miss some key details we were looking for.

I was finally able to get Alicia on the phone about 3 weeks before our wedding day (this was after several months of complete silence), and she was incredibly rude to me and refused to answer my questions or confirm details. She instead spent the entire phone call telling me about her background and that "everything will work out." It did not.

We ended up paying for an extra ~10 people that were not there because she "missed" the email in which we informed them of the final guest count. Our food was wrong, even though we explicitly stated several times both in writing and in person what we were looking for. She added gratuity for the staff to the final bill that we did not consent to and did not let us know (we were going to handle separately). We were charged extra for a tent that we had been quoted a 'guaranteed price' for back in January.

On top of the myriad of issues with the contract, she let us know several times during the week of our event it was ok to "take care of this later." We saw her on Friday morning during our rehearsal and did not ask us to review or pay anything. She calls us in a panic that night to pay during our rehearsal dinner and immediately turns around and says "we can take care of it later." We see her Saturday night (of the wedding) and tells us again we can take care of it later. Wednesday night rolls around and she calls at 4:30pm in a panic again that we haven't paid and she needs it EOD. She refuses to acknowledge the issues we have and that "the event was put on in good faith." We point out the discrepancies and she tells us she'll get to it later. Thursday morning, we finally get a "corrected" amount (adjusted gratuity and tent fee) in which we are STILL paying for all the extra people that were NOT included in the final guest count. The entire time Alicia was rude and not helpful or remorseful at all - I would have been happy with "I'm so sorry this happened, let me see what I can do for you" and instead we get gaslit into thinking somehow this is our fault. Now we're out an extra thousand dollars.

We never at any point felt like anyone we worked with cared about our event, and getting any sort of response felt like pulling teeth. It's a beautiful and iconic venue, but I would never choose to go through this again...

Such a beautiful place but the special events manager was more than disappointing. We contacted her two days after we got engaged and wanted to know if there was any chance in *^$# we could get married there in 8 weeks. Our date was open but that was the last good news we heard. She never offered to meet with us in person or talk on the phone. She was only "reachable" by email but we mostly got one line emails at 10pm. She was not good with customer service. I heard more about she couldn't do than what she could or would do about arrangements in case of weather. In spite of really not connecting with her we kept asking for a contract because we loved the beauty of the space. It took her three weeks to send a contract that was FILL IN THE BLANK! She only had to fill in my personal information and hit SEND. By time my wedding date was five weeks away, still no contract and I emailed again asking when to expect it. I received an email with one line in it at 10:33 at night saying "You will receive it this week." How reassuring considering the last time she bothered to make contact was 5 days prior! The next time I got an email from her, she still had questions. Really? By time she emailed me the contract my husband and I had given up on a beautiful Red Rocks wedding and looked elsewhere. Magically the other places we looked, called us on the phone, asked to meet us in person, and explained face to face what they offer. These places all had contracts or proposals in my inbox before we made it home. It was after we had 2 other places biding for our business, that the Red Rocks Event Manager bothered to email me a contract which I never even opened.

I had heard that the prior woman who held that position was amazing. This new coordinator dropped the ball big time. Mostly by not communicating or keeping in contact AT ALL. And when we told her we had decided to go elsewhere- she did not care WHAT SO EVER. She is not suited for customer service, especially for a day as important to a family...

I want to say the venue was amazing and the perfect location of our wedding and the reception, which was the only good part.

After meeting with the Event Coordinator we asked how to make payments since we had a year before the wedding. Our contact person ended up changing three times by the time of the wedding. Neither Devin, Megan nor Perla ever gave us information to make payments before the wedding. In addition, they were difficult to get a hold of, and only communicated through email.

We had been told that Perla was our contact person weeks before the wedding, but a week prior to the wedding it was switched back to Megan because apparently Perla does not work on Fridays. Would you have not known this already?

The day of the wedding rehearsal, we had to call Megan because she was not there. She seemed very unorganized, and it almost felt like she was making it up as she went. The day of the wedding we had to have the Trading Post contact her because she was not there on time, again. Thankfully, the wedding went off without a hitch and was beautiful.

The wedding reception at the Rocks Room was beautiful, and we had a good time. As soon as the wedding ended, a Manager came to us asking to pay for the wedding in full, and they were trying to charge us for more guests than we had. I explained that they had the charge wrong, and they needed to fix it. The person who asked for the payment was again, someone we had never met before, and did not know the details of our contract.

After we got back from our honeymoon, I contacted Megan so that I could make a payment, but she never responded. Two months later, a new Event Coordinator named Rachel called and said we were going to go to collections because we had not made a payment. She was the first person to actually call us on the phone to discuss our situation. We eventually were able to go on a payment plan, and we paid it off.

This was the worst customer service I have...