You got to laugh... I keep telling myself that as I sit here trying to calm down.
We booked our wedding venue (a local hotel) quite some time back. Our wedding is the end of this month yup that near.
In April we booked a lot of rooms through our Wedding Coordinator (who is supplied as part of the package at the hotel). Some family are from out of the country and so many rooms are for a few days. One member of the party also has a disability and required a shower rather than bath in his room. All seemed cool and was confirmed in emails and in person quite a while back, and they even showed us the rooms to make sure they were suitable for the disabled guest.
So this week we had to extend 2 of the rooms by one day. Not too bad you would think. I call the hotel and get what can only be described as a very rude receptionist. As she looked up on the computer system she said half the rooms were not booked and disabled guest was in room with bath! Now WC did book rooms under 'wedding party' with no names of guests in. She demanded surnames to help sort out the problem... I explained with it being a polish name it was easier to put in things like parents of groom.. and it would make no difference as they all had the same surname.
So I said right I have a list here of everything that is needed, lets go through it... she kept saying let me tell you waht we have and was confusing me as there was no way to tell who had what by what she was saying. Anyways eventually she says she would get the WC to sort it all out when he came in at 5. You can imagine how stressed I was,,,, less than a month to wedding and there is a mess up with rooms. So I decided to go and see the WC in person.
When I arrived WC was on computer at reception checking all the booking.. he explained that the rooms had all been booked and there had been no problem. So we went through my list and he even let me know of a few other guests from our event that are staying over. So knowing a few people had booked a room and noticing it missing I said... listen pencil in this room a triple under PAGAN. I will double check with them and let you know. So he did that there and then.
Turns out the guest had booked the triple room, and given their credit card details over. I said well they lost it but if you call them and say put PAGAN room to your booking it will be sorted. So she called the hotel got same receptionist. "You are the second person to have called about THIS booking" Guest said it sounded very offish. Receptionist claimed there was no room booked as pagan (lie since i seen him do it in front of me) and said not to worry there are loads of z beds available (lie cos they are all out to our guests).
WC starts at 6pm tonight and I am livid. I want to ask that this receptionist not be allowed to touch any of the bookings for our wedding party... and am thinking of putting in a formal complaint. I don't want this rude woman making our guests awkward or messing up the bookings.
What do you all think? Should I complain? How do I complain? and has anyone experienced anything like this before?
OH and said receptionist complaining about 2 calls to do with our wedding? She has created bridezilla who will be calling every couple of days from now until then to make sure nothing has been mucked up.
Thanks for reading all of that - I know its long xx
CommentAuthorElizabethF49
Wow BREATH hun. id be furious at this and IF this was me I would be emailing the WC every room that is booked and who was in each room. I would also be saying that the receptionist is most unhelpful and causing you undue stress. Or email the WC and ask who is booked into the rooms to be forwarded to you as you saw him book the PAGAN room but receptionist is saying its not booked and being rude to your guests.
Unfortunately you cant dictate that she have nothing to do with your wedding, Just hope that she is not available on the day itself.
After 7 years and 11 months he proposed to me 18.10.13
Our son is 5 years old and our world
Getting married 15.08.15.
Life hasnt been easy but we have each other :)
CommentAuthorMartineM68
Like your thinking Elizabeth - I did that in person yesterday got everyone's room number and have also emailed today and resent every email to and from them. I am just really annoyed as I know we have booked out the entire hotel with the exception of 5 rooms. The lassie has a serious attitude problem. The WC is very good and has an eye for detail. He even remembered something I had said off the cuff about wondering if they could get the polish beer from other half's home town - he has already organised that. So I don't see him being at fault. Do think this lassie is causing a lot of stress. i am just hoping I can get him to supervise anything she does relating to our booking. Up to this point hotel had been fantastic.
CommentAuthorFlossie
edited
I would definitely make a formal complaint. That is not on at all and appalling customer service - it would be appalling customer service to any tom, dick or Harry but the fact you have actually booked a wedding at this venue in my opinion should demand even better customer service and a very personal experience. I cannot believe she moaned about having the phone call twice about the same thing - that is her job as a receptionist, surely she has multiple queries from people regarding the same thing all the time as part of that at job?!
I would make a request that all queries of yours and your guests are dealt with by the wedding coordinator from now on as any mistakes made at this point could be very costly and a huge inconvenience to you and your guests. You should be able to trust these people to get it right and make your wedding day run seamlessly, as this is a service they offer!!
I would definitely request confirmation of every single room booked with the names they are booked under so that you have something in writing. It's best to be sure.
Happily married
18th June 2016
xx
CommentAuthorMartineM68
Thanks, I will make an official complaint... but I think I need to calm down before putting it in writing. Mainly cos I think if we don't and things get worse we would be on shaky ground. It was mere luck that I happened to find out about the problem yesterday... thats what makes me madder... If it had been uncovered all these guests would have had no place to stay.
Ok so just called WC. Explained the new info to him, and told him her attitude to guest and giving wrong info - also let it slip she was trying to blame him for the room booking errors. He asked which receptionist it was, they only have 3 and I knew the two it wasn't. So he is going to talk to the head lassie (manager) about her attitude. He has given me assurances that she will not be allowed to have anything to do with our booking (I did say or at very least make sure anything she does runs by him). I also said if he needed a formal complaint on her attitude to be made I was happy to do so.
Now I am calming down :) Bridezilla mode on hold... explosion diverted.
thanks ladies for the advice I took it and it worked wonders. hugs xx
CommentAuthorWelshBrideBethan2015
I can understand why you were mad I would of been the same ! But glad WC is sorting stuff out x
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CommentAuthorAmandaK74
Its very unprofessional and I would complain
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CommentAuthoralmost a year wife!!
Deffo complain Hun x
Ill marry my hero
CommentAuthorWhovianbride
I would talk to the manager and tell them the attitude problem etc with the receptionist. Unless they get told they can't doo anything about it. And I take it the WC does not have authority above the receptionist.
Met June 2009 on my Birthday,Met again July 2009 and got
together, May 2010 Moved in,Jan 2011 got pregnant,
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CommentAuthorInDreamland
I'd speak to the WC and manager and express your concerns and explain how rude the receptionist was then ask for reassurance that the receptionist will have nothing to do with your bookings or the wedding.
Married the love of my life on Saturday 11th May 2013 xxx
Had our dream perfect honeymoon in Hawaii!
CommentAuthorTeresa
Im not surprised you were angry, i would be too! this is stress you dont need, i would definitely take it further, sounds like you have a spot on WC there though so thats something, i would be demanding that the receptionist isnt there on the day of your wedding, you dont want your day ruined by a moody madam! you are entitled after all i expect you have spent lots of your hard earnt money there! xx
