MY EXPERIENCE AS THE BRIDE AND THE PERSON WHO HIRED THE SERVICE…read moreI was the bride, the person who directly hired this company's services and personally coordinated every detail of my wedding with their team, from the planning stage through to the day of the event.
I wish to publicly express my complete dissatisfaction with the terrible service I received.
The venue is beautiful, but unfortunately, a pretty setting does not make up for service that was poor, disorganized, and fell far short of both, the paid price and what promises were made at the time of booking. Furthermore, communication with your team was terrible. Among the three people responding to us, none seemed to have a clear understanding of what had been discussed, sent, or agreed upon. Information was not handled in a coordinated manner, and a lack of professionalism was evident throughout the entire process. It is also incredible that a tip was suggested; there seems to be a great deal of interest in charging for extras, but very little interest in actually working to earn them. Here are specific facts regarding our experience:
* The coffee was terrible.
* The coffee was brought to the table, but the sugar didn't arrive until about half an hour later.
* The wine glasses provided were dirty.
* The cake was NOT tres leches, despite that being what we ordered.
* The restroom was out of toilet paper.
* The champagne was NOT what had been agreed upon, and the amount served was extremely limited.
* At no point were we asked if we wanted to take the leftovers home; you simply kept them or disposed of them without asking or offering any explanation or justification.
* The room was dirty when our family arrived to set up decorations.
* A table was set up right in the middle of the lobby.
* We repeatedly asked for the fountains to be turned off and had to insist several times; you failed to act in time, and the umbrellas eventually tipped over. While all this was happening, it was in very poor taste to see the manager carrying plates of food for your own staff. And there is something even more unpleasant: at first, there was nothing but kindness, attentiveness, and willingness to help. But once you realized there would be no more "extras" coming from me, that kindness practically vanished. So, my question is very simple: doesn't your staff receive a salary to treat customers well and provide good service from start to finish? Does friendliness depend on how much extra money they can get from the customer? Because if they are expecting a tip, they should first provide service that truly merits one. We invested a significant amount of money and placed our trust in you for an extremely special event. The very least we expected was cleanliness, organization, adherence to what was agreed upon, attentiveness to our guests, and professionalism. Not even those basic standards were met.
The experience regarding both the service and the management was abysmal and deeply disappointing.
One of the clearest examples of this lack of coordination was the event timeline. It had been prepared, sent, and communicated well in advance so that Majestic Gardens could properly coordinate every stage of the wedding. However, our requests and updates regarding that timeline were not properly followed up on.
This lack of attention to the timeline became apparent on the day of the event.
