I am a Marketing Manager. I have worked in customer services and I have a degree. I am a friendly, easy going and very, very polite person. I have stayed in many hotels of different standards all over the world and attended numerous functions but I have never come across anything that quite prepared me for my encounter with Wincham Hall Hotel:

Our wedding reception was held at Wincham Hall hotel recently for 90 guests who had traveled from all over the country to attend. It should have been a very happy event but without exaggeration or a single word of a lie, I can honestly say it was the most upsetting and horrible day of my life.

Customer Service...? What's that? A certain key member of staff came across (not just to myself but several other guests who also commented) as rude and unhelpful. My guests were shockingly reffered to as 'the fat one' and even 'the black one'. When we quite politely brought up several issues regarding the facilities and service that our guests had complained to us about (extortionately priced guest rooms in bad repair, horrible cheap wine being sold at £3.50 per glass, flat and warm champagne for our toast that was poured over an hour before required...) my husband was basically told that they did not care. They were not interested in repeat business and did not care if a good service was provded to us or not.

We were informed two weeks before the event that two of the large suites our guests had booked were not available because of heating problems. We were then offered a single room WITHOUT even an ensuite and told that if one of the guests didn’t take this as an alternative that we would have to pay for it!

One of my guests entered his room to find only half a sink in his bathroom. When in a letter to the member of staff, I mentioned this as evidence of some of the rooms being in bad repair, we were told that the room had been checked before and that the sink was fine and that obviously my guest must have damaged it himself! This is preposterous.

A wedding reception, WITHOUT cake...!

We spent hundreds of pounds on a beautiful 3-tier wedding cake, that WINCHAM HALL refused to cut to let guests take pieces home...Their excuse? The Chef had gone home and they were not insured! Bear in mind we had paid for and booked the function from 7 until 12 pm; we found this out at 10pm. When I later mentioned this in a letter, it was claimed that we had asked at 11pm even though my mum, best friend, father in law and husband all concur that we asked at 10pm.

We have been called us liars; we have been sent correspondence through the post, with postage purposely not paid so we had to pay for this junk mail on arrival, we received a menu for their forthcoming Valentines meal, how nasty is that?

They Ruined my WEDDING RECEPTION, which should have been the perfect end to my perfect day and they came across as not caring at all!

I just don't want anyone else to make the same mistake as we did. They come across as a lovely hotel, and their advertising makes them out to be friendly and family run, when we found that this was simply not the case.

The last hour of my wedding reception was spent in tears. All I want to do is forget about the event it was so bad. The attitude of the key member of staff was deplorable who really didn't appear to care or to even try to try. This simply can not be allowed to happen when rooms included, they received in the region of £3000 from us and our friends that night.

...We have recently heard news of other people being highly dissatisfied too - please contact us to let us know more, Click Here