My partner and I have been looking for the perfect venue for our wedding, and Orton Hall seemed like the obvious choice being one of the most popular wedding venues in Peterborough, There's no denying the location is ideal, the grounds are stunning and the building itself is very picturesque,
Our issue unfortunately is the poor standard of service we received from the staff.
We visited the venue on three separate occasions. The first was their Open Evening, there was a fair amount of people there and the vendors who had pitched up to showcase their services were brilliant - no hotel staff to be seen apart from one young girl who wasn't equipped to answer our questions but gave us a brochure and advised us to book a separate visit.
We took her advice and book our second visit. This time we met a duty manager who basically unlocked the conference room door and let us in to look about - not much to see, one conference room pretty much looks just like all the rest. When we asked about prices, he told us he didn't deal with figures and advised us to refer to their brochure! He mentioned nothing about how the day is organised, who looks after what - we've never looked into a wedding before so literally have no idea about how the day works so we were really hoping that this visit would offer some guidance. We left with no more information than what we went with.
After feeling rather deflated, I emailed to ask further questions and got several quick responses from someone from the Events team, who sent me some basic costs and advised we visit (again) to sit down and talk about figures. She seemed like she actually wanted to help which was inspiring considering our experience thus far, so i popped over on my lunch break to meet her. She presented me with exactly the same basic costs she'd showed me in the email, written down on a piece of paper. She asked me no questions, again lots of awkward silences and zero guidance. But she did give me a third brochure to refer to if i had any further questions!
Seriously, if you think you can get your clients to part with £10k on the basis of a brochure then you seriously need to get your act together. You simply cannot expect to maintain your reputation as a Peterborough's favourite wedding venue when you treat a potential client like a nobody. This is one of the most momentous days of our lives, you have to engage with that and make the client feel like it's as special for you as it is for them. It sounds like a lot of waffle, but I assure you it's true, and it's basic. We had to work so hard for the little information we got and it's just not good enough.
We've since visited other venues for viewings and each manager has bent over backwards to help us, answer all of our questions, ask us questions in return, sent us away with an abundance of information and a feeling that everything will be taken care of. That is how it is done.
I must stress it was nothing to do with costs, although one of the pricier venues that we viewed, it was within our budget - the venue is beautiful and its what we wanted. We had cash to put down for our deposit on every visit and a party of 120 guests in tow - unfortunately the team put in zero effort to earn our business and based on this they've lost us as a potential client. less
Martin G, General Manager at Best Western Plus Peterborough Orton Hall Hotel & Spa, responded to this review
Thank you for your feedback, I am really sorry that you have been treated this way and really disappointed in the team. We certainly do not want to let down any enquiry with a poor response and service.
If you would give me the chance to meet with you and discuss your requirements I would love to do so. We do really enjoy running weddings for our guests. I would be quite happy to act your contact point to talk through all the variations that may considered for your big day.
Please contact me directly on 01733 372755 or firstname.lastname@example.org.
I look forward to hearing from you I due course.