Livingston Depot Center

Communication is lacking

We selected this venue sight unseen because we loved the location and unique setting. As an out-of-state couple planning a destination micro-wedding, we understood the importance of communication and organization and worked hard to meet every requirement throughout the planning process. From the beginning, we communicated that our wedding would be held on a Saturday afternoon from 1:00 PM to 5:00 PM. We met every deadline, completed every checklist, and provided all requested vendor contracts through the venue's shared Google Drive. Our original plans included catering, a bartender, and wedding cake. Approximately one month before the wedding, after receiving permission, we added a photo booth vendor. During our site visit, we clearly discussed our timeline, guest count, and event needs and were told that being slightly over the stated guest count limit of 40 would not be an issue. Unfortunately, it later became apparent that important details from that meeting may not have been documented. One of our biggest concerns arose when we submitted our final timeline and were then informed that the museum would remain open to the public during portions of our wedding. This unexpected change created significant stress during the final stages of planning. As the wedding approached, communication became increasingly difficult. Questions that had already been answered resurfaced, and it often felt as though information provided in writing was not being reviewed. However, the planning and coordination experience was significantly more stressful than it needed to be. What was most disappointing was our attempt to address these concerns after the wedding. On the Monday following the event, we contacted the Executive Director hoping to provide feedback and better understand what had happened. Instead of discussing the communication and customer service concerns we experienced, much of the conversation focused on staffing costs and the amount of staff time allegedly spent supporting our event. During that conversation, we were repeatedly told that "it is human nature to take advantage" and that we had received "a screaming deal." We were also told that the package we booked had since been discontinued and that the venue may move to a time-and-materials pricing model in the future. When we asked what specific staff time had been spent on our event or requested documentation supporting those claims, no data or records were provided. Throughout both the planning process and our post-event discussion, there appeared to be a recurring pattern of responsibility being shifted elsewhere when issues arose rather than acknowledging communication or coordination breakdowns. We were not seeking compensation or special treatment. We simply hoped for acknowledgment of the challenges we experienced and a constructive conversation about how similar issues could be avoided for future couples. Unfortunately, we left feeling that our concerns were minimized rather than genuinely heard. While our wedding day was ultimately successful thanks to our exceptional vendors, family, and friends, the venue coordination and lack of transparency were by far the most difficult parts of our wedding planning journey.