We viewed the venue and were impressed by the location and the venue itself. We instantly decided to have our wedding at Lensbury resort. Ros was accommodating initially; however, as soon as we signed the contract, there was very little communication, and it was almost impossible to get a reply to any enquiry we had. We understood it was a busy period and kept our calm was patient for a response. We had to chase via phone or email to get any questions. As we were planning our wedding in 3 months, we did not have a good experience and was very disappointed and at times thought we made a mistake of planning our wedding at The Lensbury.
After speaking to Ros - she mentioned that everything would be sorted a month before (as I had a lot of questions and needed information to plan, which we believe a wedding coordinator should have done in the first place). Even for the menu tasting, we had to chase almost every day as we didn't know when it would be, etc., and yet again, it wasn't easy to get an answer.
Valerie started looking after our wedding enquiries (when we did not get a reply from Ros when she messaged, she would answer our questions on Monday). When I called the hotel, I was told that Ros is on holiday for a week from that Monday! Valerie was amazing at her job, and our frustration was easing closer to the day and how she handled our queries.
Rooms: We booked the rooms for our family and us in the first week of May. We were and still are so disappointed that the room was not booked, which we realised when we tried to add an additional room with the reservation team. My parent's room was tiny and noisy when I asked the reception if they could change the room as they are travelling 16 hours I was given an option of the Ascot building, which shocked me! The BRIDE & GROOM room was a joke! It was so terrible and small that I was frustrated on the morning of our wedding. When I went to the reception and mentioned that the room was too small and there was no way I could get ready, I was told that it is the biggest room in the hotel! I was lied straight in my face as I had other guests whose rooms were a lot bigger than ours! I had to run around on the morning of our wedding day to see if my friends and family could accommodate me to get ready in their room. When I mentioned this to Ros, she spoke to the reception and said they could give me a spare room to prepare for MAYBE at 11 am. To have a bigger space, I asked if I could use Dunbar room to get ready, and Ros suggested we could. However, as a Bride getting ready in a Dunbar room full of the kitchen staff was not a good experience. I did not have any choice!
Wedding ceremony and reception: I enquired a few times if we would have a wedding manager/usher to guide and help us all day (gathering guests for photos for food etc). I was told there would be a wedding manager. We did not have any help in many ways! My sister had to run around since morning to ensure everything was okay. We did not even have time to have sister time while getting ready as she was busy sorting things out and ensuring everything was in place! She was literally coordinating everything, even while the wedding breakfast. The wedding manager/coordinator was nowhere to be seen when needed! She had to prompt people for the canapes and also prompt the staff to restock the food in the buffet.
Food: The only amazing thing was the food, compliments to the chef.
Early check-in: We requested this in May; however, this was not looked into at all, which made some of my dear guests and family miss the ceremony.
The day which should be the stress-free and the most amazing day of our life, the day we should be enjoying, was a disaster, and I wouldn't wish anyone to book their wedding with Lensbury after my experience.
Many more weren't great and frustrating; however, I will leave it to this!