Broadoaks
In our experience, our wedding at Broadoaks was overshadowed by significant stress throughout the 7–8 month planning process.
We had a new coordinator on average every 3 weeks and 6 days, resulting in a lack of continuity. Various assurances were provided to us in writing by members of staff regarding services offered to us however when we later asked for these agreed points to be reflected in our contract, the manager, Sian, stated she had no knowledge of them. We retained written evidence of these communications and when presented to her she would use terms like “hearsay” to written evidence she’d asked for. We were very lucky we had been warned by another couple mid planning to document everything and we would strongly encourage other couples to document everything if your wedding if is already in the planning process.
During the final two weeks before our wedding ( after being told staff weren’t allowed to talk to us to sort the final wedding plans ), we were threatened with cancellation of our wedding (on multiple occasions ) because despite having a contract from a co-ordinator we were finally happy with, Sian then cancelled it before we could sign it and changed all the terms back to a basic contract. After days of e mails, we finally signed a contract we were somewhat happy with to save the big day from being ruined (with only a week or so until our wedding) We were then informed despite discrepancies in invoices which we had queried that final payment must be made regardless of balance being wrong or our wedding would be cancelled by them yet again, strong arming us into paying without it being correct (days before our big day ). No bride or groom should ever have experienced this. We had asked for a very clear breakdown of these balances, but for whatever reason could not receive them. We did receive some form of balance breakdown, but the totals never amounted to the final invoice balance - hence the queries.
Very late in the planning process, we discovered that someone we’d never had a meeting with would be running our wedding day. The day before the wedding, we were informed they did not have time to host the planned Mr & Mrs games, resulting in our family stepping in at short notice. Plus other issues re setting up/ decor etc.
Throughout the final few days and day before, we were repeatedly reassured that Sian would not be present on our wedding day/ day before and that she was not rostered to work. Despite this, she was present when we arrived. This caused me huge distress and was very intimidating knowing her presence at the venue, and I was worried if we would see her & how she would impact our time there. This level of stress and anxiety a couple should never need to experience on such a life changing joyful day.
On the day itself/ day before
- Incorrect music was played, including my aisle song starting incorrectly.
- Evening staff appeared intoxicated.
- Guests were incorrectly advised that payments had not been made, which caused more embarrassment. (proof was on hand)
- The food served did not reflect the tasting experience (we have photographic evidence of both and would advise couples to document theirs).
- athe £1,000 holding fee they take should only be processed as a pre-authorisation. In our case, it was processed as a sale and required repeated follow-up to resolve and get refunded.
- The following morning, breakfast service was limited to a one-hour window; food was cold and items ran out.
- room issues .
We also believe there were GDPR concerns involving personal information.
This review only summarises part of our experience. There is far more detail than can reasonably be included here, and we are fortunate to hold written, photographic and supporting evidence relating to the above.
We are currently pursuing the matter formally and legally. We would advise couples to proceed carefully and ensure all agreements are fully documented in writing as I know we are not an isolated case.Broadoaks
In our experience, our wedding at Broadoaks was overshadowed by significant stress throughout the 7–8 month planning process.
We had a new coordinator on average every 3 weeks and 6 days, resulting in a lack of continuity. Various assurances were provided to us in writing by members of staff regarding services offered to us however when we later asked for these agreed points to be reflected in our contract, the manager, Sian, stated she had no knowledge of them. We retained written evidence of these communications and when presented to her she would use terms like “hearsay” to written evidence she’d asked for. We were very lucky we had been warned by another couple mid planning to document everything and we would strongly encourage other couples to document everything if your wedding if is already in the planning process.
During the final two weeks before our wedding ( after being told staff weren’t allowed to talk to us to sort the final wedding plans ), we were threatened with cancellation of our wedding (on multiple occasions ) because despite having a contract from a co-ordinator we were finally happy with, Sian then cancelled it before we could sign it and changed all the terms back to a basic contract. After days of e mails, we finally signed a contract we were somewhat happy with to save the big day from being ruined (with only a week or so until our wedding) We were then informed despite discrepancies in invoices which we had queried that final payment must be made regardless of balance being wrong or our wedding would be cancelled by them yet again, strong arming us into paying without it being correct (days before our big day ). No bride or groom should ever have experienced this. We had asked for a very clear breakdown of these balances, but for whatever reason could not receive them. We did receive some form of balance breakdown, but the totals never amounted to the final invoice balance - hence the queries.
Very late in the planning process, we discovered that someone we’d never had a meeting with would be running our wedding day. The day before the wedding, we were informed they did not have time to host the planned Mr & Mrs games, resulting in our family stepping in at short notice. Plus other issues re setting up/ decor etc.
Throughout the final few days and day before, we were repeatedly reassured that Sian would not be present on our wedding day/ day before and that she was not rostered to work. Despite this, she was present when we arrived. This caused me huge distress and was very intimidating knowing her presence at the venue, and I was worried if we would see her & how she would impact our time there. This level of stress and anxiety a couple should never need to experience on such a life changing joyful day.
On the day itself/ day before
- Incorrect music was played, including my aisle song starting incorrectly.
- Evening staff appeared intoxicated.
- Guests were incorrectly advised that payments had not been made, which caused more embarrassment. (proof was on hand)
- The food served did not reflect the tasting experience (we have photographic evidence of both and would advise couples to document theirs).
- athe £1,000 holding fee they take should only be processed as a pre-authorisation. In our case, it was processed as a sale and required repeated follow-up to resolve and get refunded.
- The following morning, breakfast service was limited to a one-hour window; food was cold and items ran out.
- room issues .
We also believe there were GDPR concerns involving personal information.
This review only summarises part of our experience. There is far more detail than can reasonably be included here, and we are fortunate to hold written, photographic and supporting evidence relating to the above.
We are currently pursuing the matter formally and legally. We would advise couples to proceed carefully and ensure all agreements are fully documented in writing as I know we are not an isolated case.