My Fiancee and I were looking for somewhere to hold our wedding reception, we didn't have much money to spend on anything lavish. In April 2014 (our wedding was in November 2014) we saw that The Stuart were advertising a Grand Wedding For A Grand promotion. We emailed the hotel to arrange a viewing of their facilities. On arrival at the hotel we were met by a woman called Jenny Cartwright. We spent an hour with her. She showed us where the reception would be held. We told her what we would want on the day. At the end of the meeting Jenny told us that she would email us a rough itinerary of our day. We were very happy with what we had seen, and decided this was the place we wanted.
We had a further meeting with Jenny in August 2014, just to add some more details, like what meals we wanted for our guests, room decorations and how many guests were coming. Again we were happy with what arrangements had been made and were looking forward to the big day.
A month before the wedding we hadnt heard anything from Jenny, which we thought was strange, so we decided to email her. 10 days later we got a reply from someone called Natasha Shiels. She explained that Jenny was on holiday, and she had found our email by accident. She also told us she that she was a qualified wedding planner, and would now be taking over our wedding arrangements. We were a little perturbed by this. But were happy to go along, as almost everything was sorted. We met up with Natasha about two weeks before the wedding. She told us she was going to be our Master of Ceremonies on the day. We made arrangements to drop of the cake the night before and also for the room dressers to come in the night before the reception. Natasha told us that as there were no functions booked into the room in the few days before our do, that the hotel would have the room ready on the Thursday before (2 days before).
The night before our wedding myself and my family stayed at the hotel. The rooms were adequate at best.
The day was a disaster, no-one knew that they were doing.
1. Natasha never even turned up ( she was our master of ceremonies). A guy who had obviously never done anything like this before, and was totally out of his depth, was a our MC
2. The room that was supposed to be ready two days before our do, wasn't even ready when we arrived. And we had to spend an hour in the public bar, while they finished dressing the room.
3. On entering the the room, the cake was nowhere to be seen, we had to ask a member of staff to bring it in. The cake should have been in the room, this was on the itinerary.
4. Our welcome Bucks Fizz was left on the table outside our room. We never knew about this, and when we finally realised it was flat and not worth drinking.
5. Praise where it is due, the food was very good.
6. At the meeting with Jenny & the one with Natasha we specifically asked for extra seating for the evening guests. This was something we had insisted on. But it never arrived. There were 25 seats for 85 guests. I asked the acting MC for some more chairs. He said he would go get some, he didn't. We know that some guests left the reception because of the lack of seating.
7. The DJ, supplied by the hotel, never played the records I asked him to play. Apart from the first dance song.
8. Our wedding cake was supposed to have been removed from the room at 8pm to be cut for our guests. At a quarter to midnight it was still sitting there. I had to find a member of staff to remove it
9. We provided some wedding wishes for people to write messages to us. On the night of the wedding we forgot to take them with us. When we remembered them we asked a member of staff to get them for us. They couldn't be found. They had been thrown away, even though it was obvious they were of some meaning. No apology was ever made for this.
10. The bar ran out of white wine at 10pm. Not through heavy drinkers at the party, but poor ordering.
A few days after the wedding, Natasha emailed us asking for feedback of the day. We emailed back with a list of what went wrong. She never bothered replying. And she was supposed to be a qualified wedding planner.
We continued emailing Jenny, just to try and get an apology. But whenever she emailed us back it was always ridiculous excuses, and sometimes blaming us.
Then they offered us a refund of £69 for the wasted bucks fizz and a £50 goodwill gesture, to restore our faith in them. £119 for screwing up our day. Which took seven weeks, numerous emails to head office (who didn't want to know). And finally a threat to take the hotel through a small claims to get the money they had offered us. Before they paid.
Don't hold your wedding here they are a joke, they take your money and don't give a toss.
Feel free to contact me asking about this joke of a business less