Advice please! Problems with reception venue

frannyann

PS: Let us know how they respond Zoe, in case we need to do a name and shame!!

Lexxi

That's terrible!! They shouldn't be saying things like that about customers, especially not if they're then sending it out!!
What were the 3 letters? Could it stand for soemthing? Doctors use or used to use shorthand about patients, I remember my mum telling me a story about a friend baffling his new doctor about his condition as the previous doc had GOK, turned out it stood for God only knows!

Things like this make big news, especially in the current climate, customer service is of the utmost importance, so mention something about you wold like to know what they are going to do to put your faith back in the venue (if you still want your reception there) and you might decide to not mention their indiscretion.

Or if you want to have fun, phone up first thing and scream blue bloody murder at them, just to see if they can come up with a suitable offer/apology on the spot :rotfl:

beks

Excellent letter by Frannyann. :T (I would change choose to chose though - sorry franny, don't mean to be picky )
Definitely correspond by letter and I would do recorded delivery too.
That is definitely unacceptable and you deserve an apology in the least. Good luck and I hope you let us know the result.

[Deleted User]

4nnabella wrote: »

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!

What she said! or rather, send a copy of the comments to the chief exec/owner of the company/hotel and ask them what they are going to do to make up for such unprofessional insulting behaviour towards clients - you might get a nice surprise!

If you get no joy, go to local media - "local hotel calls bride a **** scandal" would no doubt have results

edit = just read frannyann's letter - that'd be the perfect letter to send to the boss

frannyann

beks wrote: »

Excellent letter by Frannyann. :T (I would change choose to chose though - sorry franny, don't mean to be picky )
Definitely correspond by letter and I would do recorded delivery too.
That is definitely unacceptable and you deserve an apology in the least. Good luck and I hope you let us know the result.

Not picky, good spot I will edit it now x

missknixon

Some excellent suggestions - love frannyann's letter. There is no way they should say that never mind write it down! They are out of order!

xxzowiexx

Dear Zoe and Justin

Further to your letter dated 19th Sept, may I firstly say how sorry I am for the upset caused by your discovery of the note on the bottom of your paper work. This is most certainly not the norm and having to spoken to Helen, she is mortified.

Helen recalls the telephone conversations relating to the possible cancellation of your wedding booking as being somewhat fraught - Helen trying to be fair but also needing to abide by the Hotel terms & conditions and Justin obviously under pressure himself struggling to understand or accept the reasons given. Although Helen does use this term glibly (and without the malice that could be read into it) to describe a number of situations, both Helen & I appreciate that in this instance it is totally unacceptable and apologise unreservedly to this effect.

Helen and I would be happy to meet with you to clear the air and to reassure you that this most certainly is not the usual service given to our guests. Lynne is your Wedding co-ordinator and is obviously still happy to continue as such.

Alternatively, if you now feel that having your wedding here is untenable, we would be willing to refund your full monies. We very much hope that this is not the option you choose - we pride ourselves on our fantastic wedding venue reputation and are more than confident that the remainder of you’re planning & the day itself will run smoothly!

By means of an apology & to try to restore your faith in

---

Hotel we would like to invite you to stay over night to sample the service, style & atmosphere.

Please let me know, at your earliest convenience how you wish to proceed.

Assuring you of our best attention.

Yours sincerely

I really dont know what to do ???:(

laura2481

Hi xxzowiexx

I know it must be hard because I would also be absolutley livid if I got a paperwork back and it had some kind of note on it like that (although mine is most likely to say 'neurotic bridezilla-please prescribe prosac :rotfl:) but I do think the letter they have sent you back is very reasonable and also very brave of them to name the lady that wrote the note and also offer a face-to-face meeting. I would say, before making a final decision, go meet them. I bet you find that the lady is genuinely mortified and apologetic, and you can have a good chat about your options going forwards and then see how you feel. Go have your overnight stay, and if they're not genuinely apologetic and attentive, then you can tell them to stuff it

4nnabella

laura2481 wrote: »

Hi xxzowiexx

I know it must be hard because I would also be absolutley livid if I got a paperwork back and it had some kind of note on it like that (although mine is most likely to say 'neurotic bridezilla-please prescribe prosac :rotfl:) but I do think the letter they have sent you back is very reasonable and also very brave of them to name the lady that wrote the note and also offer a face-to-face meeting. I would say, before making a final decision, go meet them. I bet you find that the lady is genuinely mortified and apologetic, and you can have a good chat about your options going forwards and then see how you feel. Go have your overnight stay, and if they're not genuinely apologetic and attentive, then you can tell them to stuff it

I agree with Laura. If it were my OH and I in your position, I would want to meet with them and discuss it face-to-face. The letter they have sent seems very genuine and apologetic, plus the offer of a free night's stay is nice!

Unless you have decided that you really do want to cancel and reassess the situation, more due to your financial situation rather than the issues caused by Helen, then they have given you a get-out clause.

remould

Hi, i would agree that they have made a small effort (emailed reply, which is unprofessional)and first impressions it seems that they are genuinely sorry but if you read it a couple of times, it offers an apology in one hand and then makes excuses for the women in another for example: helen does use this term glibly to describe a number of situations (which is not really an apology in my book). So does this means she calls people a**** when she feels that a situation requires it, then she automatically types it at the bottom of your receipt (of course just in a glibe way, no malice) and according to the letter "in this instance it is totally unacceptable" well surely no instance is acceptable. In my view, the lady is allowed to express herself in this manner towards customers (behind there backs) and is basically allowed to get away with it. I think the letter is almost trying to excuse her behaviour, so there is no hope for the rest of the staff, as it seems that the manager does not find this a matter of urgency or seriousness. I think this letter is an apology for getting caught not for their conduct. It is so easy to offer a free room, especially at this time of year, he has to offer the face to face meeting especially as you would have to face them anyway to make arrangements for the wedding. I would shop about see what other offers, venues etc may suit you and your partner before making any decissions or replies. I hope you do find somewhere that has far better customer services than this venue obviously has, but if this is the only option then maybe further advice is required from people who have more experience in shoddy customer care skills

Good Luck.