Advice please! Problems with reception venue

xxzowiexx

Hello. Im getting married at the end of April .
We booked the hotel about a year ago and paid a deposit of £500. My OH lost his jobs just before christmas and was worried we couldnt pay for the wedding,although I knew it was a longshot, he rang to cancel and see if we could have the deposit back.
The hotel said they couldnt, but would do us a cheaper deal which I thought was nice of them and the price was good so we decided to keep the date and borrow money from family if we had to.
We went down about a month ago to pay some money and was given an invoice which I just filed away.
Recently while I was getting wedding stuff together I had a look at the reciept, at the bottom under notes it says

'called to cancel. Was such an !!!!, ive said no to deposit '

How bloody rude! I wondered why they looked down their nose to us when we went in to pay, probably thought, theres the poor family!
So, I dont want to cancel , but their customer service is awful and their reception staff are not very good if they forgot to take that bit off.
Any advice would be grateful.
Zoe

4nnabella

That's disgusting behaviour! I would send a letter to the manager, with a photocopy of the receipt, and ask what they intend to do about it!

I don't know whether I would want to go ahead with my wedding there if that is the attitude that they have. I'd certainly be demanding my deposit back and thinking about going elsewhere with my money!

maggie111

I would be writing the most serious of complaints to everyone in seniority I could find. Explain your situation "perhaps I did appear stressed at the time but our uncertain future was making our lives very stressful" explain that you were happy and grateful with the hotel's response to your problem..

And then go on to say that you are very insulted and the hotel staff should know better, and you expect someone to deal with it and take the matter very seriously. And that you would like to be kept aware of what is happening to resolve it.

Let them work out what should be done, but make sure they tell you if they are reprimanding someone etc.

Do you know it was a specific receptionist who wrote that in??

I'm totally shocked.

frannyann

Put the ball in their court, maybe something like this?

Dear Sir

Please see the enclosed invoice which was given to me by a member of your staff.
I draw your attention to the comments noted at the bottom of this invoice.
When we chose your venue for our special day, we fully expected to be able to have the day as we wanted, however due to circumstance beyond our control, namely the loss of my partners job, we felt that we would be better to cancel and re-book once we were in a better financial position. However once your venue explained that we could not have the deposit back, but could alter the day so that we could budget for it, we decided to go ahead.

Clearly in light of these comments and the reception we received when we went to pay further monies to your venue, the attitude is that we are in some way ‘beneath’ your venue in the eyes of your staff. This has distressed us deeply and is making us feel that the service we will receive on our special day will continue in this negative vein.

I request your urgent attention to this matter and await your reply to this.

Regards,

xxzowiexx

It has three letters in capitals next to the note, which at a guess might be the receptionists initials but I can fax or send a copy there.
Do you think it would be best to write a letter or speak over the phone.
Since booking the hotel, the reviews have gone down hill slightly, so wonder what it will be like in 7 months!
Thanks for your replies.
Zoe

McKneff

~And if they dont pay up, go to the local press/radio and tell them that you are going to do it.

!!!!!!, the lot of them

Good luck

frannyann

xxzowiexx wrote: »

It has three letters in capitals next to the note, which at a guess might be the receptionists initials but I can fax or send a copy there.
Do you think it would be best to write a letter or speak over the phone.
Since booking the hotel, the reviews have gone down hill slightly, so wonder what it will be like in 7 months!
Thanks for your replies.
Zoe

Always in writing and keep a copy of your letters, as anything said on the phone can later be denied!!

xxzowiexx

Ok will start drafting a letter now!
Thanks again

maggie111

Did you see FrannyAnn's letter above? At 7.13.

It might have got missed crossed posts. That is exactly what I would send - it is sharp, to the point, not whingey. I'm a fussy !!!!!! and I think that's perfect.

xxzowiexx

Yes , it is straight to the point and thats all that needs to be said.
Thank you all
Zoe

frannyann

xxzowiexx wrote: »

Yes , it is straight to the point and thats all that needs to be said.
Thank you all
Zoe

I have corrected a few grammer problems, feel free to copy and paste!