We hired the private cellar bar for our wedding, but the bar was not actually open or staffed. Drinks had to be ordered downstairs and then brought down individually from the upstairs bar. There was initially no staff downstairs, despite the private hire, and it took around 30 minutes to get drinks. We had a signed function sheet in place, but two of the selected cocktails were not available straight on arrival. Drinks were also repeatedly ordered but not received, which raised concerns about whether drinks had been correctly recorded on the final bill!! Other drinks were added to our tab without being requested in that way, and we also queried a charge for some canned sparkling water that had not been consumed and been returned to the staff. When we pointed out the response was “it is just water, I can give it to you know”. We also had concerns about the event timings, as the signed function sheet clearly stated guest depart at 23:00, yet we were later told we should have been closing at 22:00. Most disappointing is the lack of follow-up afterwards. I have contacted the venue three times, on my first follow-up, I was advised, due to the Bank Holiday, I would receive a response afterwards. No response. I then reached out again and was advised that the GM would investigate the matter and respond once they returned from annual leave. I was even told a reminder would be set, but I have still received no response. I expected better communication and customer service. We are not concerned about a small individual charge — we simply wanted the issues properly checked and explained. Unfortunately, that has not happened.
Submitted 1 month ago
