Good Afternoon,

We welcome feedback on our hotel from both guests and wedding couples, both good and bad as it allows us to constantly grow as a venue and as a hotel. However, we would like to take the opportunity to respond to your review as it is wholly inaccurate.

Firstly, we did not receive payment from yourself for your wedding reception until 5 days before your wedding. When we asked you for your final payment, you were rude to two different members of staff over the phone and when you did pay for your final bill that day, you apologised to the staff for being so rude. You had 30 adults plus children attend your wedding reception. When you arrived at the Reception, a member of our waiting staff attempted to bring you and your new husband a plate of canapes for just the two of you and she was met with both of you in the middle of a very loud, intoxicated argument in the Reception area. Our junior member of staff was that concerned, that she went and found the general manager who had to step in and ask if everything was okay.
You had 30 adult guests plus children at your wedding reception and you paid £17.25 per adult guest for the buffet. You did not pay for any children to eat. You requested free bread rolls and free salad at the buffet, to which we did add free of charge. The buffet is only ever cleared for two reasons; if it has been eaten and therefore only empty plates are left, or if it has exceeded the 2 hour time limit as set by health and safety law. On this occasion, buffet plates were cleared when they were empty.
We do not pack anything away at any Reception before the last dance. Our bar staff clear any tables of glasses and left over plates throughout the evening, so that guests always have a clean and comfortable table and to ensure that there is a constant supply of fresh, clean glasses. All decorations, table linens and decor is always cleaned after the party has ended and the lights have been turned on. This is exactly what happened at your Reception.
You did not pay for 60 bottles of champagne and 60 bottles of Prosecco at your wedding reception. For 30 people, we simply wouldn't allow this excess anyway for health and safety reasons. You did, however, pay for 15 glasses of champagne and 15 glasses of prosecco on arrival. This is always given to guests in glasses; we do not expect them to pour themselves. You paid for 15 glasses of champagne and 15 glasses of Prosecco for speeches. Again, this was all poured as we do not expect guests to pour themselves. This is standard practice across all weddings and wedding receptions we host.
It is also standard practice for us to hold the honeymoon suite key in our reception area until the newlyweds need it; we often find that couples do not have pockets on them or are worried that they might lose the key so we offer to hold it until they need it. You were welcome at any point throughout your evening to pop to Reception and get the key, or ask a member of staff who would get it for you, however you did not ask for your key at any point. You did not inform us until 23:30 that your baby would be staying in your room with you. At this time, we put a cot in your room for you free of charge.
In regards to putting things up for your Reception, our staff placed all of your chair sashes on your chairs, decorated your tables for you, blew up your balloons and used everything you provided to us as requested. When you were shown the room prior to your guests being allowed in there, you were absolutely elated and attempted to hug the general manager, telling her what an amazing job we had done.
Upon check out the following morning, you owed the hotel a tariff of £199.00 for your room. You proceeded to give us £100.00 in cash, stated that you have no money to pay the remaining £99.00 and leave the venue. You told our Reception staff that you would call us and pay the remainder that afternoon - we have never received this phonecall, or any payment, to date.
When our housekeepers attended your room the following morning, they found that you had smashed the television in your room. We have not charged you for this thus far.
At no point throughout the evening reception, or the following morning, did you make a complaint or state that anything was wrong with your day. It is therefore disappointing to read such an inaccurate review posted online.

If you would like to discuss any of your concerns in person, or via telephone, please make contact with us directly. In addition, if you would like to pay us the remaining money you owe on your room and the compensation for the broken television, please contact us.

Kind regards,
The Little Silver Wedding Team