Amazing venue but the inflexibility and unreasonable behaviour of wedding coordinator and staff ruined my wedding day

My husband and I celebrated our wedding day at Pont de val on the 27th of April 2018 and our experiences working with Pont de val has probably been the worst experience that one could ever had asked for. It all began after we had, had our initial consultation with the venue coordinator Bridget Mokhafola. The issues I'd like to raise include

Before the wedding: The overall issue is that Bridget or the venue is not making the planning of my day a pleasurable experience.

1. We were forced to book an extra night stay in order for the groomsmen to get changed for the wedding. I asked for a late check out for the groomsmen to get dressed I was told the hotel is fully booked and other guests would need the room. Therefore we have paid for 26 and 27 April.

2. The decor people asked if they can change the layout of the tables as the foresee some issues based on what Bridget had sent to me. Bridget’s response was no they can't change the layout of the tables because I had signed off what she been presented. She was not flexible based on what the decor suggest what would be best for me.

3. The decor people asked whether the watering staff could assist in setting out the rose gold cutlery and she said they would not assist. My question is if someone's fork drops on the floor during dinner service will Pont de val not replace that fork for the guest to continue eating their food?

4. It's disappointing to know that they have not even provided us the couple with 1 night complimentary stay.

5. The overall attitude is to not give solutions of make our planning experience pleasant but rather suck every little cent from us.

6. The venue will not offer tap water or jugs of water therefore all guests had to pay for bottled water.

7. Upon check in a day before the wedding my sister was told that she would not be able to stay in the same room she had booked for 2 nights as they had to make room for other guests. Mind you she had paid in full 5 weeks to check in. They said she would need to move rooms. The issue here is that my sister has specifically asked for inter-leading rooms as she was travelling with her nanny and twin toddlers. The room they wanted to move to for the 2nd night did not have this facility

8. Upon taking our breakfast orders we asked if we could swop the ham ingredient for bacon in the omelette option. The waitress said no as the chef has already costed the omelette price for ham only. We offered to pay extra for the additional bacon and were told they system won't allow them to do so.

On the wedding day

1. I had prearranged that for guests that didn't eat shell fish that they be served an alternative version for their starter. This was not done and those guests were forced to have bread rolls without any butter as the staff said to them that buttered rolls is reserved for their a ‘la carte menu.

2. The mains were served cold and to add insult to injury the plates were ice cold. The quality and presentation was nothing like we had experienced at our food tasting. Furthermore 5 of my guests had asked if the alcohol component of the meal could not be added due to religious reasons and once again we were met with resistance. My mother had to physically intervene and asked the chef to come out. She had to throw her toys out the cot before a solution was provided.

3. Overall Pont de val has a physical venue is faultless however their service levels or lack thereof was beyond shocking and I'd never ever recommend anyone get married there if they are looking to continuously be frustrated and be told NO.

4. We could not run a tab or have a PO account for the Inhouse rooms or the wedding, we had to pay as we ordered, furthermore there was a time when the speed points were not working and we were told we had to pay cash or wait until they worked.

5. The maintenance/gardener guys really were very helpful with the water situation in the morning and they were actually very pleasant and helpful.

6. Getting any help from the staff on the day was a dreadful situation something that left a bitter taste in one's mouth. If anything you'd swear the staff was not there to help and make the day a beautiful and memorable one but to actually make it as difficult as possible.