Post # 1
My wedding was on Saturday and I wanted advice on how to handle two horror stories from my hotel and make-up artist.
My make-up artist canceled on me 14 hours before the wedding after I paid in full the day before. I don’t know if I quite believe her excuse, but she waited until 9pm to notify me and didn’t offer me the option of a refund so that I could find someone else myself. She set me up with someone without any wedding experience, who was late arriving to my hotel, and who turned my long, full hair into a crunchy, flat, frizzy mess. It looked like a bad weave and nothing like my inspiration photos. How would you handle this?
The next issue is worse. The hotel where I was staying was pretty high end and expensive, a luxury boutique type in a nice area. They’re condos, so every room is a one or two bedroom suite. They were supposed to give us champagne and strawberries on the night of our wedding but instead left me hot champagne and moldy fruit on the day I checked in (two days before the wedding). They put me in a room with no closet, so no place to hang my dress. The bathroom door was broken and didn’t lock, the showerhead was covered in soap scum, and the bathtub had a huge crack in it and didn’t hold water. I didn’t want to complain so I put up with it, I figured I would just get my dress steamed on the morning of the wedding. However, my second day there I came back from getting a manicure to find that they had turned the heat on full blast at 85 degrees (it was 78 degrees outside!), and had taken a little candy wrapper my little sister had dropped behind the waste basket and placed it on the counter for me (?!?!), I would have picked it up myself when I saw it the night before but I was exhausted and forgot about it. Isn’t it kind of odd that they would leave it on the counter for me? It was a hershy kiss wrapper, I think it was pretty clear that it was garbage, it seemed like a f#$% you message from the cleaning staff. At this point I told them I needed to be moved to another room, I was a bit pissed. This is when the real horror begins- I realized my bag from Alfred Angelos that had my hand-made silk Etsy clutch, my $200 veil, my heirloom hankerchief, wedding earrings, beaded wrap, hand-made hair flower, and a hand-made Etsy swarovski crystal pearl necklace was missing. The frantic search began, and it turned out I had left the bag in my parents suite on the floor in the living room. This was a nice shopping bag, my purse was laying right on top so it was clear it wasn’t garbage, yet somehow the cleaning staff decided the bag was garbage and threw. it. away. That’s right, the day before my wedding the hotel had thrown away all of my bridal accessories, probably $400+ worth of beautiful handmade items that I had spent two years collecting. The only reason we found it is because my father went through a dumpster and found it himself. The hotel paid for my room and got my veil cleaned up. I want to write them a letter telling them how miserable they made me and how it ruined the few days I had to spend with my family (all who came in from out of town) and relax before my wedding. What would you do if you were in my shoes?
The wedding itself was beautiful but I feel these two issues are really kind of messed up. I just wanted to see how you react to these situations.
Post # 3
What does your contract with your hair and makeup stylist stipulate? I suggest phoning her and explaining that you’re glad she sent someone over but that you were very unhappy with the results and disappointed, etc etc and can she offer you some sort of compensation.
The hotel is more difficult. I would have phoned the manager as soon as I saw the room in that state. Again, I would phone rather than write a letter. It’s a lot easier for someone to ignore a letter and a lot harder to fob off a phone call. Did you fill in a comment card before you left the hotel?
I’m so sorry this happened to you! But focus on the good, you said your wedding was beautiful and now you’re married! Sometimes awful things happen, and I’m so sorry it had to happen to you!
Post # 4
First off, congratulations on your marriage! Don’t forget to post some pics when you get them back!
For the makeup artist, I would see what sort of writing is in your contract, but I would first ask for a full refund. Do you have her email address, so you can do it in writing? Other than that, I don’t know what you can do, other than make sure you leave honest reviews about her “services” on any websites where she has been reviewed.
For the hotel, is it part of a larger chain, or is it independently owned? Definitely write a letter detailing your complaints, and what you would like for a resolution (full refund of the room?). I would follow up the letter/email with more communication, until you get a resolution. And, of course, post some online reviews, so other guests can know to watch out!
Post # 5
I agree with the other pps email the makeup artist to get some $$ back and then leave the hotel a comment card. If they refund you some $$ you might get lucky.
Oh yes and vent here about contacting your vendors. Your family and friends will get tired of hearing it. My SIL complained for almost a full year and now none of us will talk about their wedding for fear of hearing more complaints.
Post # 6
I would definitely contact the hotel. I think a letter would be better than a phone call, because there’s no record of a phone call and a letter or email has a trail. Also, if the hotel is a chain, address it to a high ranking executive, like the CEO of the company, and it should get someone’s attention. I had to do this with an airline once when no one else would listen and got a quick response. Are you looking for any sort of reimbursement from them? Just be clear in the letter what you’re looking for from them in addition to telling them about the horrible experience you had. I also agree with jhphi – post some online reviews and let people know how bad your experience was. Sorry this happened to you!
Post # 7
I honestly just got so pissed off for you while reading your story. O M G! WTH?! I am so so so sorry this happened! But I am glad to hear your wedding was a success. Post pics ASAP! 🙂
Post # 8
Glad to hear you were able to find solutions and survive the craziness.
Post # 9
I’m sorry this happened to you! I had a mini panic attack when I read that the etsy bag was missing, so I can’t imagine how you felt!!!!
I agree with other posters that you should call these vendors to give them the opportunity to make it right by you. I know that a lot of these businesses depend on customer reviews to get new clients. If you give them the opportunity to fix it, and it’s still not fixed to your liking, you have every right to post a negative review. I know that I base a lot of my decisions off of online reviews.
It sounds like things worked out in the end though! I’m excited to see your pictures!!