Complaints

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• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  • Oct 1, 2022
  • $46,200.33
  • The business committed to providing space, food & beverage service, sound and lighting support throughout the duration of our event
  • Firstly, we were shown a bridal suite that prior to our wedding day, and it was not the suite we were issued on the day of our wedding. This caused frustration, and almost caused a delay in our ceremony. For the first several hours of dinner service, we were competing with the audio from the joining halls. The AV tech told our planner, the Event Details Manager, and our DJ that he “couldn’t figure out how to turn it down” and I was told that if we shut off the speakers to attempt a restart, there would be a 90% chance the audio would not return for the rest of the night. We were told the AV tech was also working the other weddings that evening and his lack of presence caused the audio and lighting issues throughout the entire evening. This was upsetting considering the substantial fee that we paid had us believing he was going to be dedicated to only our wedding, and not shared amongst the others. Salads were requested to swap the blue cheese with goat cheese - this dish did not have the substituted cheese despite this being confirmed on our contract. Guest at table 17 was provided a main entree dish, even though she was clearly a child. Guest at table 14 was provided a main entire dish even though it was requested and confirmed vegetarian. We also had several guests complaining the pasta course was served cold. Espresso was to be served with the late night menu, but no espresso was provided and staff told guests it was not included (despite it being included on the contract).
  • They did not feel as though they needed to resolve the issue as they compensated another wedding for the bridal suite mix-up. They did not take any ownership over the food and beverage service, or the sound and lighting issues despite acknowledging that they were aware of the sound and lighting issues.
  • Invoice number: *****

  Business Response

  Date: 28/12/2022

  We have already responded directly to the client. A quick re-cap, upon arrival to the venue the client and their group which included their Wedding party and immediate family both ******** *** ********** ********* our operations Manager over a Bridal suite they had no entitlement to, we have numerous witnesses that have attested to this happening. Later in the evening they kicked in and damaged the Bridal suite door.

  Due to this groups aggressive behaviour towards both our staff and property, The Guild Inn Estate had to financially compensate the other group that lost their Bridal suite as well as pay for the Bridal suite door damages. Contractually a bill should have been sent for damaged property, the Guild did not pass this cost along but rather covered the cost of both the damages as well as the compensation that was offered to the other group.

  The Guild Inn Estate considers this matter closed and will not be issuing any further compensation.