Sitwell Arms Hotel

Didn’t even get our names right… We got married in June. It was a beautiful day, the ceremony was complete, pictures were done and we were about to have the big moment of being introduced for the first time as Mr and Mrs Severn. It’s a big moment. And out of nowhere, we get Mr and Mrs Stevens (and no, it’s not even remotely close). Instead of our guests remembering the good things about the day, we now get jokes about the wrong name. It’s THE thing people remember. That wasn’t the only mistake. They also served the wrong drinks, delayed the ceremony by 10 minutes as they didn't tell the photographer/my dad where to go, and tried to shut the bar 30 minutes early, which my husband had to persuade the staff to reopen. We raised these issues onto the Sitwell Arms team and tried to settle this internally. They took 6 weeks to reply and sent back a lacking response and excuse that most of the mistakes were because they were confirmed by email and not sent over to the right person. Honestly - this excuse and lack of communication is inexcusable. It’s a lovely venue, but if you're after attention to detail for your wedding, you should try somewhere else.

**Please read because my experience was horrendous** My wedding was called off 6 weeks before due to my Canadian partners visa issues and we split up . We had paid a LOT more than just the deposit (full amount was due 4 weeks before). I explained the situation and cancelled the whole wedding. I was told ANY money paid was none refundable, not just the deposit. So if I’d just put the deposit down I wouldn’t have lost the rest of the money. I had hair and make up trial booked with them and after explaining my situation I assumed that this would be cancelled too. But to add salt to the wound, they actually phoned me on the trail hair and make up day to ask where I was. Obviously I was extremely upset and asked Karen (the person assigned to our wedding) and she actually said it was her fault and she was sorry and that she “could lose her job for this mistake”. I was sympathetic to her but also asked for a manager to speak to. I hope their phone calls are recorded, as should be, as I taking this matter further to court. After asking to speak to a manger, I was told they were unavailable, and it was Karen (who was in my complaint anyway so should not have been the one to respond) who responded by email to say they would issue me a free meal as compensation. I found the whole experience of cancelling my wedding very traumatic, I never got a phone call from a manager (which I requested) Overall, I would avoid this place! If you are planning a wedding, please go elsewhere. They are simply immoral, unsympathetic and the workers clearly try to get away with inflicting upset and pain and suffering. I am taking them to court to get my money back (minus deposit as I understand that) as well as for pain and suffering for not cancelling everything and me having calls for aspects that should have been cancelled. Also for not having any opportunity to speak to a manager when I requested this and simply having Karen, the main person who my complaint was about, been the only person to message me. My guess is she either didn’t tell management about it, or the management just told her to respond. Either way is disgraceful