R H.
Google
Update:
The venue has since emailed us and apologised sincerely for any errors made with regards to communication and expectation management. Whilst we are saddened that our wedding will be very different to what we’d originally hoped, we do thank The Dell for their apology and wish them, and any prospective couples, the very best for 2026.
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We came to visit the property in the first few months of 2025, so blown away by the set up we wished to hire the venue for our wedding at the end of 2027, (we were in the process of moving to the western isles, so tried to get a viewing in before travel became a little more challenging!)
The initial meeting was great, and we were assured that if we waited and booked at the end of 2025, they could officially secure the date. Having previously worked in events and wedding venue hire myself, I know that it isn’t unusual for bookings to open two years in advance, with allowance for inflation changes etc, so a grey pencil in the meantime sounded perfect.
We waited until the last week of November and emailed to ask if we could put a deposit down in December. Several days went by and we heard nothing, and received no out of hours email etc from the events manager we had been in contact with. Conscious that they may have moved on or be on holiday, after a week I messaged the main email address, forwarding the original email but saying ‘no pressure if it was already in hand’, we just wanted to be sure it’d been received. We heard nothing back from the main email address.
A day or so later we received an email from the events manager explaining that they hadn’t replied due to personal circumstances, that the business had made the decision to downsize their capacity for weddings over a month ago, and that this is why they didn’t encourage people to book far in advance as they were no longer able to host our wedding. I replied saying how sorry I was to hear of their news and that we understood, though obviously disappointed, would consider our options.
Truthfully we were heartbroken, and a bit deflated that we were made to feel like it was our fault for being prepared, when it isn’t unusual to book a wedding two years in advance, and we we’re given no heads up about even the possibility of a downsize, (which as a grey pencil, I would expect to at least be informed of). We were also offered no support or local know-how on maybe how to repair our circumstances, which felt quite impersonal.
The week they told us they couldn’t host our wedding, many businesses were releasing their 2027 brochures and hosting fairs, and so we were busying ourselves looking for something in the area that could compare and accommodate our wishes, party and budget etc, before they were snapped up. Whilst searching on the internet I stumbled across a link to another brochure for The Dell, which I then emailed over to them hopefully, to ask if perhaps we had had a misunderstanding - had they assumed either budget or party size would be inappropriate for us, that sort of thing. The email I got in return was abrupt and defensive, being asked where I had found it and how I’d got a hold of it. I sent them the link, apologising for the confusion as it was freely available on google search under “Scottish wild weddings” (or similar), to which I received no reply at all.
What could have been solved with a few kind words or a more sympathetic approach really threw us off course. Ironically instead of a wedding, are now going to elope anyway as we couldn’t find an equivalent alternative (which does speak to the beauty of the set-up).
My partner and I have worked in customer service facing roles our whole lives, and so we understand what can happen, but to be treated like a burden for trying to promptly organise our wedding, was just really disheartening. We’re sure that we’re probably just an anomaly situation. But we hope that they can learn from this review and be kinder in the future.