I contacted the Better Business Bureau about the experience I had. Alex, who you say is such a wonderful manager, did not even take the time to address the BBB. Nor did he take the time to make things right with me, the customer. I am speaking from my experience.This does not sound like someone who is passionate about customer service.
Poor service at the event, rodents running about the dining room, poor follow up from Alex. Not a place I would call exceptional. Apparently, you have different expectations than I do.