Venue Troubles: Is Customer Service a Deal Breaker?

If they can't be cordial before booking you then you are in for a world of frustration down the road. Speak with the first place about the issues you have with it and perhaps an alternative can be found.

View Quoted Comment I totally agree. Customer service is probably not going to get better after you book so I’d go another direction.

I wouldn’t book them. I don’t care how perfect your site is; if you can’t be respectful before you even lock me on as a client, you aren’t worth giving my money to!

To me customer service is king. Even if the place physically has everything you want, you won’t be able to experience it if the staff is a nightmare. Nothing will be how you envisioned if the staff there isn’t willing to work with you. I would say don’t book with the place with terrible customer service

I had one vendor (dj) that I hired despite being difficult because he was highly recommended by our venue. He never got easier to work with and while he ultimately came and was a dj, he was also rude to my wedding coordinator, groom’s sister and multiple friends.


If you’re getting weird vibes now, run. They aren’t going to get better.

You have to work with these people for months to plan your wedding. I doubt their CS will get better once you've booked. They should have the best CS now because they want your business and that's an incentive.

I wouldn't want to work with anyone that was rude right away so I wouldn't recommend booking that venue.

Customer service is a deal breaker for me. You have to deal with these people for your dream wedding to happen and even the day of. You don’t want to be dealing with someone who is rude to you on your wedding day as that may ruin your time. You also should consider what aspects of each hall is missing. Is it honestly something your guests will notice? For example, is it carpet instead of wood floors, that is probably something your guests most likely won’t even think twice about or even remember.

This was something that me and my fiance actually considered. Even if the venue was everything that we wanted we also wanted to evaluate on how we were treated as well, because that gave us a feeling of how we were gonna be treated on our wedding day and throughout the whole planning process as well.

I agree with PPs. Customer service is a reflection of the business and the level of service you can expect throughout your planning process. I wouldn’t book with someone knowing their customer service is lacking. That being said, I would try and give them a second chance. Right now, chances are they are working through delayed/cancelled weddings and events and I’m sure it’s insanely stressful for them. If you try a second time and find your experience is the same as the first, I would rule them out.

Thank you all so much for the advice! It's very much appreciated.

Alejandra makes a good point - Perhaps they are dealing with a lot right now. I'll definitely give them a second shot before making our final decision.

Definitely a deal-breaker, if customer service is bad now, it will be 100x worse AFTER you book. We took the red flags seriously and passed on certain vendors and even a beautiful venue based on customer service, and now that everything is in place we are so glad we made certain decisions. Go with your gut!

Customer service is HUGE for me...I wouldn't book with them! That's me anyway though with everything lol. I stopped going to a nail salon that I had been a customer at for months because they disrespected customers in front of others. I hate a nasty person and I just feel like that vibe will carry over to other interactions so I'd rather just be done with you.

I agree, this is definitely a deal breaker. Move on.

1 minute after asking yourself if you want to be treated like garbage for a year, you should shake your head, cross them off your list, and move on. ... Some vendors do not respond for days after an inquiry, and it is not poor service. Rather, in busy weeks they may work 40-60 hours on current business, and next respond to anyone with an event in 3 weeks. And they may work from Wed to Sun night, and not at all in or near their office for much of that. So people should not take lack of immediate responses far out from the event, as discourtesy. But when you have made contact, and are working with them, on the phone or in person, they need to be prompt, keep appointments, patiently explain things and answer questions. And not pressure you for instant answers, or more than a reasonable deposit when you do get a contract. And if you do not get that, don't be tempted to override your feelings, for some perfect place or experience. You will find another great place

Hi Judith,


I wish you the best and your money back! BTw my wedding is October 17, 2020.
My main focus is customer service is key! Many people travel or simply don’t go out as much and will attend your wedding. All their needs should be accommodated. I even asked my venue if it rains will you escort guests at valet parking. My food menu is top and I rented all else. I don’t care about covering chairs etc. Please go with the venue that makes your heart happy.
Warm safe wishes
Eve

If they aren't nice to a potential client, I can't imagine how nightmarish they would be if you book them. I would take a place with stellar customer service that isn't perfect every time over a "perfect" place that would give you more stress in the long run!

Update: We contacted the venue a second and third time. We received the treatment so we are moving on!

Thank you all for the advice!

I was in a wedding last September. It was beautiful but the day started out crazy. The power went out across the town and a 25 mile radius around it as well. Her coordinator left to go get Starbucks (before we knew it wasn't just the hotel). She wasn't back until half an hour after the power came back (a total of almost 2.5 hours). Then throughout the day she was barley helpful at all. Always go with your gut. While we were getting ready, the bride did express that the coordinator wasn't the most hands on and even missed their orignal tour of the hotel. Red flags can show up quickly. If the wedding coordinator is rude just from you looking into the venue then they're not going to be much better during your big day. That's why I was so relieved when we met ours and she was the sweetest.

Customer service is the biggest make or break detail. If they have bad customer service during the planning stages, your wedding day won't be any better. There are a thousand more venues that you can use instead.

View Quoted Comment Hi Jac
I want to apologize I noticed I called you Judith
I usually write at night! I hope you have a beautiful wedding in October. As for me I will know Mid June from Venue. Is frustrating and confusing