gmelanson39
Couples · November 20252/10
Our wedding at The St. Regis was supposed to be one of the most meaningful days of our lives, but unfortunately, the experience was marred by poor service, unfulfilled promises, and unethical business...Our wedding at The St. Regis was supposed to be one of the most meaningful days of our lives, but unfortunately, the experience was marred by poor service, unfulfilled promises, and unethical business practices. From start to finish, we encountered repeated disappointments and mismanagement that no couple should ever have to endure—especially from a hotel of this supposed caliber. To begin, customer service was consistently dismissive and disorganized. The sales catering manager even attended our private wedding tasting—an experience that should have been intimate and personal—without explanation or invitation. She was also served alcohol and the same food we were eating, (everything we were given, she was also given) while she was at work; which is beyond unprofessional. It made the experience extremely uncomfortable and not enjoyable.
Billing practices were equally concerning, with unexpected and undisclosed fees such as a $500+ “portage fee” for simply having our luggage brought upstairs. Not once were we given the option to handle our own belongings, which makes this fee feel deceptive and unethical. Not to mention, my bride's gown was left on the luggage cart in the lobby for over 5 hours, with half of her gown laying on the floor, unattended to and dismissed.
Even more disappointing, the St. Regis signature champagne sabering ceremony—something we were told would be part of our celebration—was abruptly denied during the event by a staff member we had never met, claiming no one had informed her. We have this moment on film, and it was both embarrassing and deeply upsetting. She rudely approached us during our cake cutting and told us we could not saber the champagne because no one communicated that to her- again another example of poor communication and promises that were not met.
The most egregious issue, however, remains the fraudulent handling of our Marriott Bonvoy points. Despite having written confirmation that these points would be credited after our event, we have still never received them. This has cost us thousands of dollars toward our honeymoon and future trips, and after numerous attempts to resolve it, we have only faced evasion and unfulfilled promises. It has been two months since our wedding and we have not received any Marriott Bonvoy Points.
The emotional and financial distress caused by The St. Regis has been immense. What should have been a joyous milestone turned into a prolonged ordeal involving attorneys, accountants, and emotional recovery. The trauma is so severe and what we experienced was beyond horrific that it has led to psychological and emotional distress, that is beyond repair. This is a day we can never get back and we have very little happy moments of it. It is heartbreaking that such an iconic brand could display such disregard for its clients. We never once received an apology either for any of it.
To anyone considering hosting an event or wedding here: please proceed with extreme caution. The level of unprofessionalism, lack of transparency, and failure to honor commitments were nothing short of devastating, traumatizing, and sickening. Even the person we had the most communication with throughout the planning process, told us she would "never get married here because she knows too much." That alone should have been a warning to us, but unfortunately it was too late at that point.Show More
