They ruined important parts of our day, and their response was shocking given the circumstances. It was very clear that once they had been paid, they couldn’t care less.
Our ceremony was a farce:
They didn't play the music we chose for the guests arriving
The music stopped when my flower girl was half way up the aisle!
Afterwards, the person that was supposed to play our exit music wasn't looking!
We all had to wave, someone eventually walked out to tell her. They still couldn't play it, apparently they looked into the CD tray and walked off, so it sounds like the music wasn't ready.
We gave up and walked out in silence.
The reception was ridiculous:
The hotel DJ wasn’t able to make it, so he arranged a replacement. The reception was delayed by an hour as the DJ couldn't figure out how to play the music. Everyone was stood around not knowing if it had started, or if they could go in. Nobody in the hotel put them straight.
He kept changing songs part way through when people had already got up to dance to them, and most of our guest's pre arranged requests weren't played.
He messed up our first dance! We had chosen The Conga, so he called everyone up to dance with us, then started playing 'It's raining men' - which is probably the worst song he could've ever chosen!! Most of our older male guests were mortified, it was so awkward as everyone thought that this was the song that we wanted them to dance to!
We had an issue with the bridal suite, but it wasn’t something that could have been rectified at the time, so I only mentioned it at check out when we were asked how the room was. The check out lady said that they could arrange an upgrade for our 1st anniversary stay, which was a lovely gesture, however judging by the response from the wedding co-ordinator, I doubt it’ll happen! She told me to mention it to the co-ordinator so she’s aware, which we did. Her response was to point out that we had received a free upgrade to the suite. Which was completely irrelevant, and quite insulting, as if we were in no position to complain about it and we should feel privileged to have been allowed to stay there! What she failed to mention was that the free upgrade (worth £60) was arranged in exchange for having around 20 less evening guests than quoted in the package.
The response to the rest of the wedding was to either downplay or completely deny it. I’m so deeply disappointed by the response. I told her that, and she forwarded my email to her manager, who basically just repeated the same, ‘sorry, not sorry’.
This was our big day, we’d spent so long planning it, saving for it, and waiting for it! (we’d already postponed it twice due to Covid). The fact that major parts of our big day were ruined through carelessness, then it’s disregarded like it was nothing, it’s upsetting. Please don't make the same mistake we made.
It’s a beautiful hotel - stay over, go for afternoon tea or whatever, just don’t get married here, it’s not worth it.