annoyed at wedding venue

[MaryBerrysBuns]

We have our wedding booked for next year, beautiful venue, when we went to view it we were so impressed with the food, drinks, service etc. The communication was fantastic and although there was an issue with transferring the deposit (they had the wrong account details on their contract and our money went missing for a few days!) all was well eventually.

Now the original wedding co-ordinator has left apparently, she emailed to tell me and I asked her for a receipt for the deposit before she left. No reply.

I have emailed a query about room rates for guests with no reply. I then emailed because a guest phoned and tried to book a room for the wedding, they were told they couldn't. Then another guest said they had booked a room for the night through reception. The agreement was that we would provide names for rooms for our allocation, I've been told that some rooms of the allocation have been taken but they can't tell me who by due to GDPR. That is the only thing they have actually replied to, to tell me they can't tell me who. I'm annoyed they're giving rooms from the allocation due to our prior agreement.

I then emailed to say that we were coming to stay next week, could we see round the marquee we will be using if available as we didn't get to see it fully last time (only in use certain months) got an out of office email with no name at the bottom. I've gotten in touch with the manager. It's been a month since the first email I sent and no replies. She has said they will get back to me with an update today.

I understand it's peak wedding season but a month is taking the piss surely!? AIBU?

Phone them! You're much harder to fob off that way.

Good idea. I will tomorrow. I thought because we are making the trip down to stay we could clear it up then. They want 50% of the bill in December but I can't part with that money if things don't improve!

I may be paranoid but I'd be worried that the old wedding planner didn't pass over all your details and they end up turning round and saying they don't have records of your booking/how many people you wanted there/how many people you wanted to have rooms etc

Personally I would call them, and if that doesn't work get yourself down there physically and stand in reception until they assure you everything is OK. If you're standing right in front of them they can't ignore you. I don't know how far away from your home the venue is and it may seem dramatic but I wouldn't be risking my wedding.

Good luck!

Your venue isn't in Birmingham, is it?

I'm having almost the exact same problem with mine. Original wedding co-ordinator and her replacement is awful. If it had been her from the beginning we'd have gone with another venue!

I’d be very very nervous about all this.
I think your venue is in trouble.
Go with your gut.

Huge staffing issues in the industry at the moment. Make sure you have everything in writing - don’t want to worry you but there could be more staff changes. Also try to get a manager to take responsibility as well as the co-ordinator. Not just whoever happens to be duty manager when you go (eg could be a housekeeper with no involvement with weddings). You need the general manager, ops manager, food and bev manager, banqueting manager, someone like that - make an appointment. I’m not saying those people won’t change as well, but it gives you a bit more reassurance and harder for them to wriggle out of things. Be wary of becoming your own co-ordinator by dealing with different departments yourself - especially junior members of staff who may not be fully trained/may leave, but also get names of everyone you deal with, what they’ve said etc. Basically say you want a named manager to meet with and take ultimate responsibility (ie you can contact them with any concerns - they will want to avoid that!). But above all - to stress - get everything in writing/acknowledged. Sorry - it’s late, I may be rambling, but I do have a lot of experience of this. Good luck. Xx

Oh and if you’re still not happy - as a pp says, go with your gut.

I am getting a bad feeling, something is going on anyway. I know there are staffing issues but surely they need to provide a service for the couples who have booked and paid them money!

@NortieTortie not in Birmingham, no. If communication and organisation had been this poor from the start there's no way we would've gone with it.