I am extremely disappointed with the level of customer service I have received from Natalia Saavedra, Event Sales & Service Manager at Mayfair House Hotel & Garden.
As a bride preparing for my wedding, I booked a bridal shower at the hotel and also arranged for approximately 15 hotel rooms for our family and wedding guests. Considering the amount of business we are bringing to this property, I expected professionalism, hospitality, and a willingness to help make this special occasion enjoyable. Unfortunately, my experience with Natalia has been the complete opposite.
From the beginning, the process has been unnecessarily complicated, frustrating, and stressful. What should have been a simple booking for a small, three-hour bridal shower turned into endless back-and-forth emails, repeated questions, changing details, and discussions over additional charges.
Even basic requests, such as substituting ordinary fruits and vegetables on a platter, became an issue involving potential additional fees. A simple request for appropriate table linens also raised concerns about further charges. It felt as though every small detail became another opportunity to discuss additional costs rather than accommodate a guest.
What bothered me most, however, was Natalia’s communication and attitude.
Instead of providing helpful, straightforward answers, her emails frequently came across as defensive, dismissive, and condescending. Statements such as “Please carefully read my response” and “Let me know if that needs more clarification?” are not the kind of communication I would expect from someone holding a management position in hospitality.
As a paying customer, I should not be made to feel that asking reasonable questions is an inconvenience.
I repeatedly had to follow up for answers about event timing, room arrangements, linens, food selections, and beverage packages. With my wedding less than two weeks away, this lack of efficient communication created unnecessary stress during what should be a happy and memorable time.
I have worked in the service industry for many years, and I understand the importance of customer satisfaction, communication, and professionalism. Unfortunately, I found Natalia’s approach severely lacking in all three areas.
The most disappointing part is that my interactions with Daniel were significantly more pleasant and productive, which demonstrates how differently this experience could have been handled.
I ultimately requested that Natalia no longer be my point of contact because I had lost confidence in her ability to handle my event professionally.
For a hotel that presents itself as a luxury hospitality destination, this experience has been particularly disappointing. When guests are spending substantial amounts of money on accommodations and private events, they deserve to feel valued, respected, and welcomed—not as though they are a burden.
I sincerely hope the hotel’s senior management takes this feedback seriously and addresses the way event clients are communicated with.
A beautiful property means very little when the customer service makes the experience so unpleasant.
I would strongly caution anyone considering hosting a private event here to make sure every detail, fee, and arrangement is confirmed in writing before committing.
My experience dealing with Natalia Saavedra has been one of the most frustrating and disappointing customer service experiences I have encountered.
