Beautiful Location, Horrible Communication
Reception: Excellent
Venue: Excellent
Food: Excellent
Communication: Poor
Wedding Staff: Poor
Old Thorns was a dream venue of mine. The Hampshire Suite provided such an intimate charm—we loved the natural light and how beautifully it connected to the outdoors. The food was delicious, and the bridal lounge was elegant and calming. However, I cannot overstate how disappointing the communication with the wedding team was in the lead-up to our day.
Communication Issues
Unfortunately, the communication from the wedding team fell far below expectations. We dealt with three different wedding sales team members over the course of planning, and much of what was initially communicated to us was lost with each transition. Whether this is due to high staff turnover or the sheer volume of events hosted at Old Thorns, it created a lot of unnecessary stress for us.
Room Setup Confusion
We were told we would be informed six weeks in advance whether we could access the Hampshire Suite the day before the wedding to set up. Instead, we were only notified two days before—despite repeated follow-ups. This uncertainty caused me a great deal of anxiety, which I tried to communicate clearly and respectfully in an email, but none of my concerns were addressed or even acknowledged in later conversations. I didn’t feel listened to or valued as a bride, and instead felt like I was being handled as part of a military operation. I typically consider myself a very relaxed person, and I was a calm bride until it became clear that many key details were being mismanaged.
Setup Issues the Night Before
Despite sending detailed instructions and images well in advance, the room setup was still incorrect the night before. Specific tables I requested were not available, as they were being used for another event—something I was never made aware of. Thankfully, two kind receptionists and a waitress stepped in and went above and beyond to source the tables we needed. They were incredibly kind, and it was the first time I truly felt seen and supported during this whole process.
Reception Staff
The general reception staff were outstanding. They treated us and our guests like royalty and even addressed me by my new married name the next morning, which was such a thoughtful touch. However, my laptop was put behind reception the day after the wedding, and we weren’t informed of where it was. So we had to drive back an hour there and back to collect it —without any apology or acknowledgment of the inconvenience.
Additional Communication Issues
• Pre-wedding Dinner: We booked a restaurant table for 20 guests a month in advance, only to be told two weeks beforehand that the restaurant would be closed for maintenance. The alternative offered—the sports bar—was not a suitable setting, so we had to scramble to book a nearby pub instead.
• Guest Room Bookings: Many guests experienced problems booking discounted rooms. Some were told the venue was full, while others had no confirmation at all. My own room was accidentally booked twice, and we never received clarity on who had actually received the discounted rates.
• Pre-Wedding Visit: We arranged to visit Old Thorns to pay our deposit, ask questions, and receive another tour. We waited over an hour as no one was available, and the person who did eventually speak to us was unaware of any of our details. The room we were supposed to view was also unavailable. We were offered a complimentary hot drink, but the experience was frustrating and a waste of time after travelling over an hour to get there.
• Menu Confusion: At the tasting, our server couldn’t answer any of our questions, and we were initially told we could offer guests three meal choices. Later, we were told it was limited to two. The inconsistency was unhelpful and confusing.
• Venue Space Change: We spent a year preparing décor for a specific room we were told we could use, only to find out weeks before the wedding that it would no longer be available. It was an upsetting and unnecessary last-minute change.
Wedding Day Experience
While the wedding day itself ran mostly smoothly and the morning was peaceful, there were still issues that took away from the magic. We were promised champagne in the bridal lounge and it wasn't there until later—and only brought after we followed up. The tone changed when the coordinator arrived; it felt cold, rushed, and overly regimented.
I was spoken to in an abrupt tone, as though I was being micromanaged. For example, my photographer had to take care of last-minute details that the coordinator was meant to handle, including arranging the frames for our guest display—something I had spent days preparing. Those frames didn’t make it into the room until after our pictures were taken.
I was even shouted at to “stay there” before walking down the aisle and was asked “is everything okay?” repeatedly, but not in a calm or comforting way—it came across as impatient and disingenuous. My dress was not straightened as promised, resulting in it getting muddy and looking worn very quickly. My maid of honour could have helped, but I was assured it would be taken care of. Sadly, it wasn’t.
Final Thoughts
It’s disheartening to say, but I don’t believe our wedding ever felt like a priority to the staff coordinating it. I understand weddings are busy events, and February is a difficult month weather-wise—but the level of disorganisation and lack of care, especially after I voiced my concerns in writing before the day, is not acceptable.
Old Thorns is a stunning venue with potential for excellence. But unless the communication systems are improved and the wedding team receives better support, I fear other couples may have similar experiences. I hope this review encourages the team to reflect on the importance of not just the venue and food, but the care and attention every couple deserves when planning one of the most special days of their lives.
The cost of the venue went up £2000 within the space of a couple of months, because of the cost of living, and we do not feel this was worth it.
Holly & Ben Newton