Java and Hopps Cafe

We take all feedback seriously, but it’s important to clarify the facts regarding your reservation. The terms of your booking were clearly explained to you both verbally and in writing. Your reservation was from 3:00 PM to 8:00 PM. You arrived at 12:41 PM—over two hours early—and were informed that if you chose to begin decorating before your contracted time, you would be charged for the additional hours.Our café closes at 8:00 PM, and it was explained in advance that your guests and belongings must be cleared, and the space cleaned, by the end of your reservation. When my staff kindly reminded you at 7:06 PM to begin cleaning up, you responded that you would “clean everything by tomorrow morning.” This was never agreed upon, nor would it be acceptable for any business establishment.In addition, the games were not returned in the same condition they were provided, and my staff had to clean up a significant amount of party debris after your event. Only after you repeatedly refused to clean up and vacate the premises on time was I forced to inform you that I would need to call the police for assistance—something I made every effort to avoid.Following the incident, I also emailed you to explain the reasons for these policies, and you acknowledged and thanked me for the explanation, saying everything had gone well. For these reasons, your one-star review does not reflect the full truth of the situation.Tomamos todos los comentarios en serio, pero es importante aclarar los hechos sobre su reservación. Los términos de su contrato le fueron explicados claramente tanto de manera verbal como por escrito. Su reservación era de 3:00 PM a 8:00 PM. Usted llegó a las 12:41 PM—más de dos horas antes—y se le informó que si decidía comenzar a decorar antes de la hora contratada, se le cobrarían las horas adicionales.Nuestro café cierra a las 8:00 PM, y se le explicó con anticipación que sus invitados y pertenencias debían retirarse y el área debía estar limpia para esa hora. Cuando mi personal le recordó amablemente a las 7:06 PM que debía comenzar a limpiar, usted respondió que lo haría “mañana en la mañana.” Eso nunca fue acordado y no es aceptable en ningún establecimiento.Además, los juegos no fueron devueltos en las mismas condiciones en que se le entregaron, y mi personal tuvo que recoger una gran cantidad de desechos de la fiesta después de su evento. Solo después de que usted se negó repetidamente a limpiar y desocupar el lugar a tiempo, me vi obligado a informarle que tendría que llamar a la policía para que lo escoltaran fuera de la propiedad—algo que intenté evitar en todo momento.Posteriormente, también le envié un correo electrónico explicándole las razones de estas políticas, y usted reconoció y me agradeció la explicación, diciendo que todo había salido bien. Por estas razones, su reseña de una estrella no refleja la verdad completa de la situación.

Hello Lance, You spoke directly with me, the owner — not an employee. During our conversation, I explained multiple times that there is an active support ticket open with the loyalty program vendor regarding reward points not registering correctly for some customers. I also explained that we are aware of the issue and are considering suspending the loyalty program altogether until the vendor resolves it. You stated that the rewards program is the only reason you visit, and I again made it clear that the issue has already been reported and is currently being handled through the vendor’s support system. At this point, the matter is outside of our hands until the vendor completes their investigation and provides a resolution.

Hi Trish! Thank you so much for the awesome review! We love being the go-to hangout for cool pups and their humans. It means a lot that you enjoy the space, the games, and the variety of food and drinks—we’ve worked hard to create a spot where everyone feels welcome, no matter their age (or leash status!). Can't wait to see you and your fur-baby again soon!