The English Inn....in theory, an amazing trip back in time to an adorable glimmer of Victoria history....in reality, a huge disappointment with no knowledge in customer service. My new husband I booked the English Inn for our wedding event over a year ago and just this past weekend finally had our big day. In the time since we booked our event the following happened: the English Inn went through three separate managers whom each time we needed to reexplain our whole event, lost our reserved date for our wedding, could not find our deposit receipt, and at one point attempted to add $10,000 to our rental fees even though we had a previous agreement on price before the establishment went into receivership. We found out later that it had already been in receivership before we booked our wedding date which no one mentioned. We had several people promise us multiple things throughout the process and as we dealt with new managers, employees etc along the way, we were constantly apologized to and they assured us that moving forward we would be a top priority.
Fast forward to the week before our wedding day and our actual wedding and things were a nightmare. It seems to me that the staff was ill prepared to deal with a large event and organization on their part felt obsolete. Further more, it being the most important day of our lives and after having been through such a nightmare leading up to the date we expected top notch service and we, as well as our friends and family who occupied the entire hotel, thought for sure the staff would step it up but unfortunately this was not the case. I emailed the manager after my wedding to explain how mine and my new husband's room had not been cleaned for the three days we were in the honeymoon suite, she wrote back that she could not confirm and/or deny that this was the case (as she was not there) and then turned back on me accusing our family of going into their storage closets. She was correct, we did, we took brooms, garbage bags, cleaning supplies and cleaned our own rooms and several areas of the hotel. This because, there was no one to help us! The grounds have been left to overgrowth and two days before my wedding my mother was weeding the gardens in front of the Anne Hatheway cottage as it broke her heart to see this place in such disarray. The day I left the hotel, which was three days after my wedding, there was still garbage and mess inside the building as well as on the grounds.
At one point during my stay we discovered that several of the keys to rooms in this hotel were "master keys" and could open any room in the inn. It took two days for them to re lock my room as I complained for safety reasons and because I had all of my wedding stuff in my room but what they probably haven't even realized yet is that 6 other keys were master keys as well and after they re locked my room several of my family members could use their room keys for all of the other rooms to get in and out as they pleased. One early morning a fire alarm went off in one of the other guests rooms for over an hour, with no fire brigade, no staff and no help to turn it off. She ended up pulling it out of the wall. My parents then moved into this room for our wedding and the fire alarm stayed broken, wires exposed, and unsafe. When I questioned them on this matter they said the alarm company didn't have time to come out till next week. This was their response with a full hotel with guests and no employees on hand through the night. Obviously safety is not a high concern.
All in all our wedding day was beautiful because I married the love of my life but it is all in part to my amazing family who pulled together and basically ran the event ourselves. The English Inn is truly beautiful and has the potential to be a 5 star stay but with no one taking pride in service, care of the facility, or care for the customer, it is now a washed out, unfriendly, uninviting facility. I thought that we would go back each year and celebrate our anniversary in this lovely place but unfortunately now when we think of the English Inn, a week after my wedding, still dealing with their thoughtlessness, I have anxiety and stress remembering my day and never want to go back again. The cost is not the issue, the price for these rooms and an event would be totally reasonable if you felt like there was any care for you as the customer. If you want your special day to be truly special and stress free, look elsewhere.
- Official Description (provided by the hotel):
- Formerly a set of residences set on 4.5 acres of beautiful gardens, every room at the English Inn is unique. Each offers its own special character amidst the beautiful garden setting and historical architecture of the property. Three types of standard rooms are available from the quaint garden rooms to the deluxe crown suites as well as "The Crown Jewel" the luxurious heart of the English Inn and the 2 bedroom townhouse, great for large families or parties traveling together. ... more less
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- Also Known As:
- English Hotel Victoria