Avoid hosting events here
Unfortunately based on my experience, I would avoid hosting a wedding reception or any event at this venue.
We originally paid our deposit in March to host our wedding reception in August. We were originally told that there was no minimum spending cost.
In May, I received a phone call from the Operations Manager (OM) to advise that our reception was not in the diary despite having paid a deposit. There was now a minimum spend despite previously being informed that there wasn't one. I was told the booking had not been in the diary due to the previous manager.
I attended the venue in June as I was in the area and popped in to say hello. OM asked if I had an appointment and I said no. OM said they were going on their lunch and asked if I could wait. I waited an hour and the OM said they were now too ill to speak to me. No other staff members asked if they could help, and I did feel unwelcome. However, as we had already paid a deposit, I decided to go ahead with the reception. I now feel this was the wrong decision.
I contacted the venue in July to ask if we could arrange a phone call to discuss details. I was advised by OM to put all the questions in writing which is what I did. I did this and several questions went unanswered. I was contacted a week before the wedding to advise that they were moving us into a different room due to their air con being broken. I was not provided with information in regards to draught beer/minimum spending. Our guests started ordering drinks and we were not informed that any drinks ordered on the ground-floor bar did not count towards the minimum spend.
I was asked by OM to provide a seating plan which I did but this was not used on the night. Food was late to be served up and I was asked by staff on the night why I had not provided a list of who was eating. I had emailed the OM several times asking if they wanted the list but I did not receive a response to this question. Several members of staff told me that they had not been briefed about the event. One staff member informed me that that they did not know about the event until 1am the previous evening!
We had hired a singer who was late starting as the tables had not been cleared despite the OM confirming this would be the case. This contributed to the reception overrunning and people leaving early due to frustration with the timings.
I received a phone call from the OM and they informed me that it was categorically untrue that staff members are not briefed. I do not know if this is case or not but I do find it concerning several members of the team informed me on the night that they had not been informed about the details of the reception.
I submitted a complaint and I did receive a response. I had been advised that all my emails and phone calls were responded to within 48 hours. I have asked for further clarification on this because numerous questions in my emails went unanswered. There is a difference between responding and answering questions in an email. I was also advised that the OM verbally asked for the list of meals however I have several emails where I have asked if she would like the list which went unanswered. I was told the seating plan was followed but from my experience on the night, there were no names on the table and I had to sit people myself. I was informed the Event Coordinator had called in sick on the day so details about the event had not been passed onto staff. I was advised the brief had been prepared several weeks before which I find difficult to understand given they moved us rooms on 28 July and our event was 3 August. Finally, I have been informed that service of food was meant to start at 4.30pm but it did not start until 4.45pm. From my experience, food was not fully served until 5pm which was approximately half an hour behind schedule.
We were provided with two bottles of prosecco and a bucket of beer and I have also been offered £75 gift card. It is a shame considering the staff were good on the night. I was told PoP was a good venue and perhaps we experienced an off night.
