The venue is beautiful and overall we had a wonderful day, but, unfortunately, it has been somewhat tarnished by their behaviour in the aftermath.
The place is gorgeous and we fell in love with it the moment we saw it. Our coordinator was lovely, so patient and most of the planning process was fantastic and proceeded so smoothly. There were a couple of times where we felt they weren’t being as flexible as promised but all largely worked out okay. Credit where it’s due, they were great and the whole run up to the day was brilliant.
The day itself went smoothly and most things were done as expected. The food (canapés/ wedding breakfast/ evening food) was amazing and far superior to what we expected, our guests have also provided fantastic feedback. The waiting staff were all so lovely, engaging with us and making sure any extra food went to the Groom! All staff in general were fantastic and very helpful.
It’s just a real shame it ended on a bit of a sour note at the end of the night and the next morning.
There is very little in the way of ‘aftercare’, the niceties end, they dump your stuff by the entrance and you have to search yourselves for bin bags and extra items left in their stores.
We were extremely upset to find our leftover cake had been thrown away. We didn’t think to specify keeping it as, with other weddings we’ve attended, the Bride and Groom usually receive the leftovers. What made it worse is that we were both so distracted in the evening that neither of us had chance to taste it! No compensation, nor even an apology, was made for this, it’s just not something they do (forgetting it isn’t their property).
Other errors they made on the day were apologised for and compensation promised (but not given as per later comments).
To round off the disappointing aftermath the confirmed damage deposit refund (and other refund stated above) was then rescinded a month later, stating we had been undercharged for accommodation. A further month of trying to get a sufficient explanation off of them (it’s more than a little confusing and frustrating when everything previously appeared correct and you paid them what they confirmed was due) revealed a mistake on their pre-wedding final invoice. So, instead of appropriately compensating us for their errors and what they confirmed we were due, they have used our refund to recoup a loss of their own making. Their not pursuing the extra amount owed from their error was also termed a ‘gesture of goodwill’. I’m not sure Consumer Rights would quite agree!
This has all been extremely frustrating and upsetting, and, we feel, has rapidly tarnished the amazing day they gave us. Of course the wedding is the most important thing, but that doesn’t mean shoddy treatment in the aftermath is acceptable. We’re now unfortunately having to work really hard to separate this behaviour from our day and try and recoup the amazing memories.
For an exclusive use venue with a good few years of experience you don’t expect these gaffes, not to mention a complete lack of care or responsibility for their own mistakes.
Anyone getting married at Lapstone will have a wonderful day, just remember to save the cake, take bin bags and perhaps steel yourself for the aftermath…..