Beautiful venue, let down by staff, cleanliness & attention to detail
We found Slaugham through some online research and thought the ruins and greenery of the venue were just right for us. We met with Carolina (owner) at Slaugham and were shown around the grounds in early 2024 and had secured a 2025 date by the Easter 2024.
Throughout the planning, Carolina was quick at responding to emails and correspondence was polite. We were introduced to Carrie (coordinator) on a visit to Slaugham in June 25 and told she and Roman would be on hand the day before our wedding to help set up & day of.
Turning up to the venue the day before our wedding, chairs and tables had been set out in the correct arrangement. When beginning to start laying the table cloths, we noticed the tables and chairs were not clean.
The majority of chair seats were specked with mould, with some food and drink stains. Candles on holders were dirty and melted. The tables themselves had dried mud along the edges and tops. The bathrooms floors were also yet to be cleaned with top of cisterns dusty around the photo frames.
Pointing out the mould and mud to Carrie, she told us the heavy rain the day prior had set them back (Carolina repeating via the telephone). They suggested that seat covers that hide the old fabric were being washed and were not yet dry. Many of the chairs in the marquee still had these covers on and so we removed these to give to Carrie for washing.
We cleaned the tables ourselves with wipes from our own supply and were able to dress the tables within the time we had left.
During a frank phone call with Carolina (who was not on site), she assured me that tables were clean when she checked and she was unsure how they could be dirty. Suggestions were given that a staff member had kicked up dust when leaf blowing the marquee and that another staff member had brought in 20 of the old chairs incorrectly.
No help was on hand from Roman to put up bunting with a ladder as discussed in June. Fortunately our parents were there to help put this up.
We left Slaugham around 3:30pm with higher than anticipated stress levels but emailed Carolina a list of task requests before the wedding day, which was met with a prompt reply confirming the tasks will be completed.
On the day, fresh plants in the marquee and around the ruins provided by Slaugham matched our chosen wedding colours and added an extra touch of beauty to the venue. The ruins were as stunning as we remembered with the weather making it all the more enjoyable for our guests. The tasks given to Carolina via email were completed for the most part, and all chairs had clean covers on the day.
That said, Carolina was not present on the day, something that hadn’t been communicated to us.
The provided PA system was faulty and so all of our speeches had interruptions by the microphone cutting out. A staff member we hadn’t met Katie/Kate was present in the marquee and offered no assistance to try and fix the issue. One of our ushers also informed us after the event that he had to prompt Carrie to set up the PA system initially when guests were arriving, despite communication ahead of time about music needs on the day.
The marquee was also very warm given our beautiful weather. We were planning to move the head tables forward out of the sun for a family member who was getting too hot but settled on opening the sides of the marquee - our seated guests sadly had to watch the bride, groom and ushers open these, without any help or assistance from staff.
The rest of our wedding day included lots of fun, games and dancing with our loved ones!
We originally did not book the Honeymoon cottage due to the expense but closer to the time did book, as we had guests with health conditions that needs a place to rest on the day.
The aesthetic of the cottage was quaint, elegant and all furnishings and fitting were to an excellent standard. Sadly, the cleanliness of the cottage was lacking. Our water glasses upstairs were dusty around the rim, with a brown stain on the flannels provided (albeit small), and no normal tea bags (only decaf or flavoured), the faux candles in our room were out of battery, there was dirt and dead insects by the coffee machine. Given that this was the most expensive night of accommodation we have ever paid for, we felt disappointed by these parts. That said, our breakfast in the morning was prompt and well presented, with tons of food between us.
Having packed up the next day, we were requested by Carrie to remove the remaining food rubbish in the marquee. I showed her an email from our caterer who said they were responsible for all rubbish and so we left the venue (caterer later confirmed this). I was requested to forward this email onto Carolina which I did, along with a note about the issues we’d had during our wedding and sadly received a less than professional reply.
Comments from Carolina included:
“I should have followed my instinct from the time you were trying to get a discount from the venue.”
“What a sad way to finish what is supposed to be the best day of your lives.
“Never in the 30 years we have been running have we had such an ungrateful response.”
Following this email, we set a detailed reply with what our issues had been and disappointments we’d had. We also had an incident with a guest jumping into the Moat (taking place without our knowledge) which we absolutely did not condone and apologised sincerely to Carolina for this. We also had a candle broken in the cottage, which we apologised for also.
Sadly this email was never acknowledged or responded to & we did not get any apologies for the issues encountered. We understand that not everything goes 100% to plan on a wedding day but any issues we experienced with other services were handled with grace and professionalism.
Ultimately, we paid a great expense and expected a high quality professional experience, which was not wholly delivered. We’re assured that our guests still greatly enjoyed the day but we would be unlikely to recommend the venue to family and friends.