Although the Castle is such a beautiful venue in a great location (one of the reasons we chose to have our wedding there) Carmen was, to say the least, uninterested in us and unwilling to return calls or emails. We live 7 hours away and our parents 2 hours away, therefore our main form of communication was via phone/email. She went months without answering 1 call/email. My parents even had to drive there unexpectedly and demand to see her after weeks of not hearing from her. When calling to follow up on yet another email she didn't respond to and also to discuss our next payment, she immediately called me back because she thought I was calling to 'inquire about a wedding in November'. I called her back within 5 minutes to explain the misunderstanding.....and never got a call back. Amazing she called within the hour when she thought it was new business, but didn't think twice about calling someone back who was already on her books...for the next month. Other than the lack of support and interest from Carmen, it was a beautiful place.
We did have a blast, as did our friends and family, but yet again, we had issues with Carmen. I asked her repeatedly in emails that went unanswered as well as the day of the wedding while we had our rehearsal that morning, for her to make sure a screen was setup near the bar, along with tons of props we bought so guests could enjoy a little homemade photo booth. She assured us it would be taken care of. Nope. She never set it up and we hardly saw her during the ceremony(althought guests mentioned she was often found outside smoking). On top of that, the Ice Cream Sundae bar (our main dessert as there was no cake) was setup in a corner without any lights. Carmen was also overheard talking negatively about Brusters right in front of them and was rude to them upon their arrival. Not only did we not have our 'first scoop' instead of the cutting of the cake, but my husbands groomscake was brought out at a random time which made everyone wonder what the heck was going on. (It was supposed to happen right after the 'first scoop'). It was said to me many times, from various guests and family members, that she came off as rude, though she didn't have time for us (even when we were the only event at the castle that night), and often careless. I can't say how disappointed we (my parents, my husband and myself) are with her service. My mom had a hard time biting her tongue about the lack of effort she put into this and how ridiculous she had been during this entire planning process. Sad thing is, a friend of mine decided to book Belhurst about 3 months ago and emailed me some questions about the place. Apparently she is already getting the cold-shoulder from Carmen as she has not heard from her since they booked! We had no other issues with anyone at the Castle in terms of the ceremony or reception, but seeing that Carmen was the only person we could contact to get info/answers about our wedding...we had a horrible experience with her which made it hard to overlook the day of. :(
The day of our wedding was an absolute delight! The flowers, candles, food, drinks- all beautiful. Everything went off without a hitch. All of our planning and organizing sure paid off: with emphasis on "our planning". Although Belhurst Castle offers experienced staff, fair pricing, and wonderful views, events planning is not their strong suit. Communications were consistently lacking throughout the entire planning phase which, unnecessarily increased our anxiety. After all, weddings take a lot of time, effort, planning, and money. It would have been a lot less stressful had the process been fully supported by the wedding coordinator at Belhurst. All in all, the day was one we will never forget; but it came with a lot of unnecessary stress and guesswork brought on by the constant struggle to get in touch with the events coordinator.
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