Machi O. Sent on 15/08/2021
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Quality of the service
1.0 out of 5 rating
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Response time
1.0 out of 5 rating
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Professionalism
1.0 out of 5 rating
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Value for money
1.0 out of 5 rating
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Flexibility
1.0 out of 5 rating
Heart breaking wedding
Heart breaking wedding.
If you are considering having a wedding there, I strongly recommend you to not have a wedding here.
My husband and I had a wedding there in June 2021 and it was terrible, so we talked to the owner but he kept saying that they recieve good reviews and he has never had problems like we had before and didn't take our problems seriously.
1. The planner left without giving a notice
We knew that she left from her auto reply and it was shocking and she didn't introduce the new planner properly. But the owner claims that we knew that she left.
2. Room booking
The first planner suggested us to have wedding preparations in different rooms, but she didn't book 2 rooms and my husband had to wake up early and wait for guests' arrivals at the bar area alone.
3. The second planner was recently hired and she didn't even know about basic knowledge such as rooms and checking out time.
4. Breakfast mistakes both the morning of and day after the wedding meant we didnt eat anything.
5. The new planner lost what we brought (decoration) even though she promised she would look after them, but they claimed that it's not their responsibility.
6. They contacted to the guest who stay the hotel 3 days before the wedding even though they kept saiyng that they will contact to them 3 weeks before the wedding.
7. The new planner took some photos of mine by her mobile, but she delete the all without sending to us.
8. The owner said that he has 20 years industry experience, but when we checked his LinkedIn, it says 12 years and considering his age doesnt seem realistic.
They didn't even apologise.I've never had this terrible service and don't know I can call it as service.
Heart breaking wedding.
If you are considering having a wedding there, I strongly recommend you to not have a wedding here.
My husband and I had a wedding there in June 2021 and it was terrible, so we talked to the owner but he kept saying that they recieve good reviews and he has never had problems like we had before and didn't take our problems seriously.
1. The planner left without giving a notice
We knew that she left from her auto reply and it was shocking and she didn't introduce the new planner properly. But the owner claims that we knew that she left.
2. Room booking
The first planner suggested us to have wedding preparations in different rooms, but she didn't book 2 rooms and my husband had to wake up early and wait for guests' arrivals at the bar area alone.
3. The second planner was recently hired and she didn't even know about basic knowledge such as rooms and checking out time.
4. Breakfast mistakes both the morning of and day after the wedding meant we didnt eat anything.
5. The new planner lost what we brought (decoration) even though she promised she would look after them, but they claimed that it's not their responsibility.
6. They contacted to the guest who stay the hotel 3 days before the wedding even though they kept saiyng that they will contact to them 3 weeks before the wedding.
7. The new planner took some photos of mine by her mobile, but she delete the all without sending to us.
8. The owner said that he has 20 years industry experience, but when we checked his LinkedIn, it says 12 years and considering his age doesnt seem realistic.
They didn't even apologise.I've never had this terrible service and don't know I can call it as service.
The Maynard's reply:
Dear reader,
I understand that seeing such a review may cause concern or alarm for any upcoming wedding or interest. However, I would like you to rest assured that we put every effort into all weddings, which our staff work tirelessly on.
There are always two sides to every story and unfortunately this story features, lies, mistruths and absurd allegations against our hard working team. Much of the complaint was directed at the venue to the requests that they had not made prior or communicated. We can only work on the information provided by couples. My team bent over backwards for this couple, but we could not salvage this as they were not prepared to enjoy their special day.
We would be the first to put up our hands and accept any fault or liability that might occur. One would expect any complaint to be surrounding food or service on the day, but the complaint that was made was nonsensical.
I will add an excerpt into this response, which may put things into perspective. The bride became hysterical about the weather on the day prior and day of the wedding.
“I have one more complaint about Soraya. Now, first of all, of course you do not control the weather, but do not say these things even to make the Maynard sound good as they are out of your control. I’d been worrying about the weather and asked Soraya twice about it on Zoom from Japan and when we visit the Maynard in April. She said that she is from Spain, so trust her, it will be good weather. But on the day, it didn’t rain but overcast dark grey sky. No one can control weather but she shouldn’t have said “Trust me” easily saying that the weather will be. That's irresponsible and unethical advertising to let us buy the wedding package. So before you reply to this and misunderstand, the problem here is not the weather, it is the wording used when showing off the venue”
The complainant alleges that the wedding planner left without giving notice. Several emails prove this otherwise (first one of the 30th April with an introduction to the new planner). Soraya, our wedding manager was on maternity leave, with her due date the day after then wedding took place. They then claim Soraya would be back in time for the wedding, when she was in labour at such time, also contradicting the original statement;
“I remember that she said she will hopefully come back for our wedding. I understand she cannot attend if she gave birth though, but she shouldn’t have said this in the first place.”
The whole complaint/scenario was bemusing and has caused great upset to ourselves and our staff.
We can understand that during COVID times when a wedding needs to be arranged at short notice without family or friends present, it is not the wedding that one would choose, however I whole-heartedly believe that the blame lies with the bride & groom as opposed to the venue. Should anyone wish to speak to me on this matter, I will happily reassure them that we are so passionate about ensuring couples have the perfect day. Unfortunately, you always get that one couple where nothing will ever be enough (including the weather!)
Rob Hattersley
Managing Director
