Ali Coates
Google
*This is a wedding review*
We held our wedding at Destination Kohler in August 2023, drawn by its reputation for excellence and the stunning venues like the Straits Chapel and The Irish Barn. While the locations themselves and the day-of banquet staff were truly exceptional, our planning experience left much to be desired.
Destination Kohler advertises a 5-star, seamless experience for weddings, but unfortunately, the service we received fell far short of that promise. We paid a significant amount for our wedding and yet, we often felt like we had to take on the role of project managers. From correcting frequent errors in documents (including one miscalculation that would have cost us $5,000 if we hadn’t caught it) to reminding our planner multiple times about details discussed in meetings, the process was far more stressful and hands-on than it should have been.
We were assigned a very junior planner, hired just days after we signed our contract. At times, we felt like our planning services didn’t receive the same care and expertise we expected, especially compared to other clients who seemed to be prioritized, presumably because of higher budgets.
We were also put off by how profit-focused the venue felt throughout the process. Every small request seemed to come with an exorbitant price tag. For example, we were charged hundreds of dollars to have a runner removed from the chapel for our 45 minute ceremony. When my husband asked if he could get a discounted round of golf the day before the wedding, the answer was a flat no. Even small touches like that could have cost the venue next to nothing were instead marked up steeply. It was clear that profits were prioritized over making clients feel special or valued.
Some other key issues included:
Poor communication: Emails often went unanswered, and weeks would pass before promised documents were sent.
Lack of attention to detail: Custom menu items were forgotten at both our rehearsal dinner and the groom's getting-ready suite. Linens were left creased out of the box despite my husband and I providing two steamers (since the venue for some reason doesn’t have them.)
Unprofessionalism: On the wedding day, I was approached with a stressful administrative issue regarding payment, which could have waited until after the event. This took us out of the moment completely and was hard to snap out of right before being introduced at the reception.
Despite raising these concerns with the weddings team manager during and after the planning process, little was done to address them. We often felt like just another number in a busy wedding season rather than valued clients.
That said, after the wedding, we reached out to Kohler’s executive staff and appreciated their prompt response. They offered us a small refund and a free weekend stay at The American Club, which we were able to enjoy. However, and somewhat ironically, during our stay, a pipe burst, forcing us to evacuate at 5:30 in the morning, and our bathroom had a spider infestation. While we can laugh about it now, these issues only reinforced the impression that Kohler has some work to do to catch up to the level of quality it advertises.
The venues themselves are breathtaking, and the banquet staff were outstanding. These elements contributed to a beautiful wedding day. However, the planning experience didn’t match the luxury standard that Kohler markets. If you’re considering this venue, I recommend being prepared to advocate for yourself and stay on top of the details.
