Complaint to Smiths
Im writing this letter to you express my disappointment with the level of service i recieved on my wedding day. The evening before the wedding 4th December. Me and my partner met with a wedding planner to talk through some details. It was whilst talking to her that a few details weren't what we wanted. These were having drinks and canapés at the bar, we said we weren't happy with that so she arranged a sofa area that we would have. Which seemed ok. And when asking about the photography package and when the photographer would arrive and how long he would stay for we were told wed only booked him for the ceremony, we would have the photographer for about an hour as he had another wedding at 1pm. Possibly a fault on our part as we should have askes sooner but as we had a package for the day we though that included the photographer all day. Even still the planner arranged for him to come back at 2pm to take pictures of us cutting the cake brilliant. She couldn't have been more helpful.
Day of the wedding was fine wedding planner met us to decorate the table for us while we were getting ready.
After the marriage ceremony about 1pm our party (11 people) walked over to the hotel and waited for all the guests to come. We wanted in the lobby area 5 - 10 minutes later a man came out to guide us to the bar, i said we're just waiting for a few more people and he walked off. Finally when all guests arrived about quarter past 1 we sat at the sofa area reserved for us. And waited no one greeted us or welcomed us or even offered or brought over the drinks (our arrival drinks) the groom had to ask at the bar. A lady came over a stood with a tray of drinks no smile no congratulations didn't even hand out drinks or tell people what were in them. And a additional drink was not offered to the child in the group (even with a bill being given, she was just ignored). After waiting with the women still stood with drinks i asked to go to our room (dining area ) the waiter lady said oh no people have canapés out here. To which i went any way feeling completely embaresed by the unorganisation. Same waitress followed us with drinks on tray still where i asked her just to put them down, which she did and then left. Same thing happened with canapés waitress stood at the end of the table holding the tray didn't tell us what they were and didn't offer them out just standing there. The canapés came on a long tray scattered and only 40 and were not 6 varieties as stated and not enough of each variety. When asking another man came over to look, he then told us what each one was, when u asked where was 1 of each variety he said yes thats your canapés. After looking at the confirmation agreed we should have more canapés and brought out another tray which we were very gratful for but embarrassing that we had to check and ask. The starters (menu 2) soup and prawn cocktail was very nice, big portions perfect. However when being served them the ladies struggled as guests had forgotten what they'd ordered the waitress wsdbt particular friendly or helpful but said its because we never made a table plan but we were not offered to make one. The desert was lovely. Chocolate tart and a cheesecake, both looked lovely and tasted delicious. However the main meals were not what i expexted and a let down to the rest of the meal. Roast beef and chicken. the beef and chicken was nice but the chicken meal that was served with fondant potato was actually a combination of mashed potatoes and roast potatoes (is that right?) and the gravy that went with each meal was watery and tasteless with lumpy type bits in.
The bar staff that served us were lovely as were the reception staff checking in and checking out.
I would recommend smiths to any one and already have however i think some issues need looking into, unfortunately the bad things are what people remember and on a wedding day is unforgiving.
I would like to thank our wedding planner as she had aranged and resolved thing's we weren't sure of or happy with prior to day, made me (the bride) feel special. I would also recommend spoilt at smith's, did exactly what i want and even got mt tiara i forgot from the room.
So thankyou smiths but please when booking make this 100% clear, and Prehaps remind staff serving weddings to be contious of there moods and body language wheb serving, after all its a happy occasion.
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- Also Known As:
- Classic Hotel Gretna Green
- Gretna Green Classic Hotel
- Smiths At Gretna Green Hotel Scotland