Hayley M. Sent on 09/08/2022
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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
Lovely Wedding but Cleaning Staff cant be Trusted
Our Wedding at Pendley Manor was Everything we asked for and more. The Staff were very attentive. Everything went to plan and to top it off the weather was glorious too. Peacocks wondering around in the grounds, Friends and family enjoying themselves while photos were being taken. We couldn’t have wished for a better day. It was Perfect from start to finish.
Oh, what a disappointment Sunday was. We met family for breakfast to go over how lovely the day had been.
We checked out and returned home. We couldn’t believe how lucky we had been with all the Money we had received from our guests.
Fortunately, we had counted it and made a note of who and how much (for Thank you cards) on Pendley Manor headed note paper before we went down to breakfast. on our recount when we got home, we found £440 was missing. Antony went straight back over to tell them what had happened. They assured us they would be able to check on the card entry if someone had been in our room. Next day Antony went back over to Pendley to be told the same, but a full investigation would take place. It took almost 1 ½ weeks to be told YES, they have evidence the room had been entered while we were having breakfast. They also knew exactly who it was.
They told us we now needed to contact the police (this should have been done on Day1 by Pendley Manor when we reported it to them)
The Police got in touch with Pendley Manor and interviewed the person involved. We were told YES she went into out room in the exact time frame we gave them when we had gone to breakfast. BUT Because she couldn’t be seen taking the money the result was there was not enough evidence.
The room was booked out until 11am no one should have entered. The cleaners must wait for a message once the room is vacated. I know this, as I was informed that the HR manager Karen, had asked the Person Why she went into the room without having received a text message that the room was ok to clean? The response was that she went into the room saw luggage then left. She had no right going in there. When we booked in on Friday afternoon, we had to give our Credit Card details over for security reasons I assume. Well what security did we have? If the police had been called right away this review would have been a different ending as the money would have been on the person.
I guess as there wasn’t enough evidence this person is still employed at Pendley Manor, so we are the only losers in the situation.
When we think of how much we spent on the wedding, Friend and relatives who stayed at the hotel on the night, some stayed two nights and all the money on the drinks all day and night.
At the beginning of this investigation Pendley Manor offered us an overnight stay with dinner and breakfast, which we accepted as we were told there is Strong Evidence that a person went into your room, and they would give statements too. After hearing there is not enough evidence, we have now declined this offer as it was like a slap in the face. Especially knowing the person who caused all this is most likely still working there.
I recommend anyone staying in the hotel to check their belongings before you leave the hotel, as if anything goes missing, even if you give the exact time’s you were out of your room and something goes missing, as the rooms don’t have cameras there will never be enough evidence.
Where is the management team at a time like this? The only person from Pendley Manor that has delt with us is Charlotte our wedding planner. She done an excellent job then she was left to sort this mess terrible business out. I think the whole Management team need to go on a refresher course
For customer service.
Such a terrible disappointment after a beautiful wedding. Thank you Charlotte, sorry you had to be dragged into this.
