Waste of time and misleading emails
Found this place on hitched and it looked amazing so we booked a time to go for a viewing of the place for our wedding reception. On the day we get there, there are no signs we are in the right place and the building resembles a building site more than any thing else with active construction happening. The man (who said he was the owners brother) who was there didn't know we were coming but he showed us the two rooms that are complete. But we were expecting to meet the team and be able to answer questions and see it at least a little dressed up and not completely bare. So we left disappointed. The next day I received an email asking why I didn't come for my appointment. I replied we had and the man had shown us around. I received a reply saying we had gone to the wrong place and they had had a team ready and waiting to meet us. So we rescheduled for next week. We have just left the venue which again, is still a building site and the only change is that a banner has been put in the hallway. It was the same man who met us last time who was lovely but he was very confused about why we had been told there was a team waiting when there wasn't and we were absolutely in the right place. So it has been a total waste of time. The owner emailed stating that the venue was fully functional and maintained which isn't true. And we were expecting to meet the team today which didn't happen. Why even invite people to see your venue if it's not even finished? We have to drive 30 miles there and back to get to the venue and that's us been twice now. Safe to say we won't be using the venue and I'd advise others to treat with caution. I wanted to give them the benefit of the doubt after the first visit but this is more than a misunderstanding. I have decided to leave this review here as well as on Google as I have realized he is leaving himself positive reviews here.
Reply from WestEnd Venue
First and foremost, we want to extend our sincerest apologies for the incredibly disappointing experience you had while trying to plan your wedding reception at our venue. What you described in your review is far from the level of service and professionalism that we strive to provide, and we deeply regret the inconveniences you've encountered.
We appreciate your honesty in recounting your visits, and we understand your frustration. The confusion regarding your appointment and the state of our venue is inexcusable. We should have ensured that everything was in order and that our team was ready to welcome you and answer all your questions during your visits. It's unacceptable that you had to visit twice, each time facing an incomplete venue.
Regarding the email miscommunication, we genuinely apologize for any confusion that may have arisen. It's our responsibility to ensure that our communication is clear and accurate, and in this instance, we clearly fell short.
Your feedback about the venue not being finished is valid, and we acknowledge that we should not have invited you to view it in its current state. We are in the process of making necessary improvements, but it's evident that we were not prepared to showcase our venue to potential clients like yourself.
Your disappointment is completely understandable, and we take your comments seriously. Rest assured that we will be reviewing our processes and communication to prevent such situations from occurring in the future. Your feedback will help us learn and grow as a venue provider.
We deeply regret the time and effort you've invested in visiting us, only to be left disappointed. Your experience does not reflect our commitment to excellence, and for that, we sincerely apologize. We wish you all the best in finding the perfect venue for your wedding reception, and we appreciate your understanding as we work to improve our services.
If you have any further questions or concerns, please do not hesitate to reach out to us directly. Your feedback is invaluable, and we would appreciate the opportunity to discuss your experience further.
Warm regards,
Management