We were extremely disappointed with the service provided at our wedding. During our meeting with Romy, we gave very clear and detailed instructions regarding our expectations for the day. Unfortunately, these instructions were not communicated to the servers, resulting in multiple failures that affected the safety and experience of our guests.
1. Water Service and Safety Concerns
I specifically provided a 5-gallon jug of clean drinking water to be served to our guests. Instead, the servers chose to fill glasses with sink water without informing anyone. Their explanation was that the jug was "too heavy to pour," yet they never reached out for assistance or clarification. What was served to guests looked cloudy, had particles floating in it, and even appeared carbonated. It was alarming enough that several guests initially thought it was a soda. Given that our venue was in a rural area, the safety of this water is questionable. We had elderly guests, individuals with health issues, and pregnant women in attendance who were potentially exposed to unsanitary water. If any health issues arise as a result, we will have no choice but to pursue legal action.
2. Failure to Follow Serving Instructions
We instructed the servers to prioritize the VIP guests seated up front. Despite being reminded again during the event, this request was ignored. My mother-in-law ultimately had to serve herself, which is unacceptable considering we hired professional staff to avoid exactly this situation.
3. Lack of Beverage Service
The servers were instructed to actively pass out beverages throughout the event. Not once did they distribute water or soda. Guests were forced to go in and out of the venue repeatedly to get their own drinks while servers stood around in the back doing nothing. Even after being notified by the groomsmen, they still failed to perform this basic duty.
4. Shot Toast Mishandling
I emphasized to Romy how important our shot toast was for our reception entrance. The lead server confirmed that shots would be placed on the stage for the wedding party. When we walked up to begin the toast, nothing was there. My bridesmaid had to run back to retrieve the shots while we stood waiting on stage. In addition, no chasers were offered to guests, forcing everyone to take shots straight.
5. Mishandling and Damage of Personal Property
The servers mistakenly collected and took my personal linen napkins, assuming they belonged to them. I contacted Romy, explaining that we would be on our honeymoon and unavailable for a drop-off that week. When the napkins were eventually returned, they had not been washed as expected. As a result, they developed mold. Despite washing them twice with vinegar, the stains and odor remain, and the napkins are now completely unusable. These were not inexpensive items, and this is yet another example of negligence and lack of basic professional responsibility.
Overall, the service we received did not reflect what we discussed, agreed upon, or paid for. This was a once-in-a-lifetime event, and the lack of professionalism, communication, and basic execution was deeply upsetting and unacceptable. After knowing all of this, no partial refund was provided, even after knowing they have completely ruined our wedding. I hope the company takes this feedback seriously to prevent future clients from experiencing the same issues. read more