We had a fantastic wedding in Barcelona but unfortunately BusPlus was the only one of our many vendors that hugely disappointed us. We used BusPlus as they were on the recommended list of bus companies for our wedding venue but we would not use them again or recommend them to others.
Communication in the run up to the wedding was poor, where we needed to chase them for responses, and where responses came they were abrupt and dismissive. However, the most frustrating thing was they totally ignored the agreement that we made around the configuration of the buses, which caused issues on the day.
The venue we used had a narrow lane leading up to the venue, which meant limits on the sizes of the buses that could be used. We were extremely clear when we made the booking that it was important for all buses to arrive at the same time to avoid delays to the ceremony, and that we wanted all of our guests to leave the venue at the same time (even if this meant using more buses) rather than having to wait for a bus transfer to another bus. The agreement that we made was made on this basis; for example the schedule that we approved said 1am departure, with no mention of staggered departures.
After making the booking, we heard from the co-ordinator at our wedding venue that recent weddings at that venue had used bus transfers from a bigger bus to a smaller bus (meaning staggered arrivals) and we got in touch with BusPlus once again (several months before the wedding) to say that we wanted to avoid this 'at all costs' and asking for confirmation that smaller buses would be used instead so all of our guests could arrive and depart at the same time. BusPlus gave this confirmation over email and literally said 'all guests will arrive at the same time'
In reality, what happened was that half of our guests had to transfer from a bigger bus to a small bus, which meant that there was a 15-20 minute delay between the two sets of guests arriving (which delayed the start of the ceremony). On the way back, there was also around a 20 minute delay; the first set of guests left at 1am as per the scheduled but the other half of our guests had to wait at the venue for a second bus to arrive.
Despite following up with BusPlus after the wedding for clarification on why this took place, they have still not explained why they changed the arrangements. This is even though we asked for, and received from them, explicit confirmation from them that they would not be doing bus transfers.
We are exploring our options for refunds, but I have never encountered a wedding vendor that would change the arrangements from the agreed configuration without telling the client, and then refusesing to explain why afterwards. Whereas we had many vendors who delivered exceptional service and made our day extremely special, BusPlus were unfortunately an exception and we could not recommend them. read more
