WHERE DO I START? I travelled from South Wales to this venue to attend a wedding in October and despite the beautiful settings/grounds and very helpful and polite waiting staff I am absolutely appauled by the attitide of Joe [---] 'assistant estage manager' when I needed to complain about the room. My problem was this:
Check-in might have been 1pm but we didn't get into our apartment until 2:15pm. As a result of everyone getting into their apartments late, the wedding time had to be pushed back so that the bride and bridesmaids would have time to get ready and the experience became very stressful for all involved. The only people we could speak to were the cleaners who kept saying ' the rooms are not ready yet', which meant a lot of hanging about for those waiting to get into their rooms. I would have thought that as the rooms were not available for over an hour after they were supposed to have been that a senior member of staff would have been there to apologise to the bride and her guests, however, we didn't see anybody.
We didn't have time to complain about anything to do with the room as we needed to get our stuff unpacked and get ready for the ceremony and of course the next morning we all had slightly heavy heads and had to get back to Newport for work and other commitments.
The lady staying in the bedroom next to the living room, felt uncomfortable because the lock on her bedroom was broken which meant that anybody in the living room would have been able to access her bedroom when she wasn't there and as we only knew her as a guest at the wedding, not as a friend, this was quite awkward, as I know she did not feel comfortable with that situation, so we did not feel comfortable using the lounge.
There was no hot water for us to have a shower, or in the neighbouring apartments and as we had been travelling since 6am and had been rushing around in the morning helping with wedding preparations that was very inconvenient and after paying £110 for the room, unacceptable.
The lack of communication regarding us having to stand outside the apartment for over an hour in the cold and in the rain, with our bags and the lack of hot water available for us to prepare for the wedding made this stay a stressful disaster.
My reply from Joe was something to the effect of 'check in is at 1pm so if you arrive early we can't guarantee you can check-in early. Despite sending him an email twice explaining that the problem wasn't that we arrived early the problem was we arrived on time and couldn't even get into our rooms the response I keep getting is 'i believe i have responded to your email'.
If you are hoping to have your custom valued and to be respected and spoken to properly then please, do yourself a favour and book somewhere else!
- Official Description (provided by the hotel):
- Nrthbrook Park offers a truly spectacular venue for your special day. Set within 120 acres of stunning countryside, nestles the privately owned Grade II listed, eighteenth-century manor house, offering a choice of unique wedding settings to tailor a truly bespoke celebration. Set on the Surrey and Hampshire border, the property is only a short distance from London. ... more less
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- Also Known As:
- Northbrook Park Mews Farnham, Surrey