Unhappy with Customer Service at the Venue So Far…

posted 2 years ago in Venue
Post # 2
Member
4634 posts
Honey bee
  • Wedding: September 2014

Phone them instead of email them.

6 months is not a ton of time to plan a wedding and they should be more responsive to you. I experienced great communication with all of our vendors but, I’m not sure if that’s the norm.

Post # 3
Member
721 posts
Busy bee
  • Wedding: February 2015

Stop bothering with emails. I wouldn’t even waste time making a phone call and end up having to leave a message. Just go over there and speak with someone in person.

Post # 4
Member
41855 posts
Honey Beekeeper
  • Wedding: November 1999

randee95:  I would phone. If she answers, ask your questions and give a deadline for her to get back to you with the answers. If she doesn’t.,phone and ask to speak with the catering manager. If they don’t have someone in that position ask for the General Manager. Tell them the troubles you have had getting a response and ask them to help you get the information you need to plan your event.

If you have to leave a voicemail, give her the same deadline to answer your questions and tell her if you don’t hear back from her within the deadline, you will have to contact the catering manager or the GM.

Post # 5
Member
941 posts
Busy bee
  • Wedding: April 2015

randee95:  Call and schedule an in-person meeting at the venue to ask your questions. 

Post # 6
Member
2207 posts
Buzzing bee
  • Wedding: June 2014

the on-site coordinator at my venue was terrible- rarely answered the phone, voicemail was full so couldn’t leave new messages, and never followed up with information. i just tried to get in as many questions as i could in person.

Post # 7
Member
127 posts
Blushing bee
  • Wedding: Tarp Chapel

As a person who used to work at a large hotel with a VERY similiar wedding coordinator I would refer our guests to the catering manager OR the director of sales for any issues at all with lack of comminication with her.

Post # 8
Member
1532 posts
Bumble bee
  • Wedding: August 2013

I would try to show up in person. You can’t come on too strong, like “I deserve answers dammit!” but you hsould politely state your case that you expect to have your questions answered.

I swear sometimes the snootiest hotels have the absolute worst service…

Post # 9
Member
155 posts
Blushing bee
  • Wedding: July 2014

randee95:  while I agree with most people about phoning the coordinators- definitely send a follow up email saying; “dear coordinator, I tried to call you on this date and this time. I had questions regarding xyz and would like to have answers by whatever date”

this way you have proof that you called them so you can present it to a general manager…. Hopefully you don’t get to this point- but just to have it on record is safer than not. 

Good luck OP- sometimes coordinators can be a pain, but your wedding day will be worth it all. I promise. 

Post # 15
Member
2207 posts
Buzzing bee
  • Wedding: June 2014

randee95:  i ended up hiring a day of coordinator, which cost about $1k. it did help reassure me that things would go smoothly, but i don’t think it was totally necessary that day. our DJ and DOC kind of butted heads because the DJ said he usually helps things run smoothly and the DOC was really micro-managing every minute of the day (and kept coming to me with questions while we were taking our pics!). also, i met with the venue coordinator in person about 4 times, none of which were by appointment- i just stopped by and she was free. i didn’t mind going there, because i loved the venue and enjoyed looking around for inspiration when i went. 🙂 OH and the venue coordinator got much more responsive starting around 2 months before the wedding- she actually answered the phone then. 🙂

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