Where as we cannot comment on the…
Where as we cannot comment on the experience of using the booth, here in lies the problem. Having given them all the details regarding access, 16 months ago and them accepting our booking and taking a deposit, 8 weeks before the wedding we receive an email suggesting that access may now be a problem and they may not be able to fulfill our booking. Unbelievable that they left it so late to, a) check the venue and b) they do not seem to understand the importance of early booking. This left us scrabbling about to find an alternative supplier, who has double checked access etc and reassured us it’s not a problem.
Reply from Mobile Photo Booth UK
Thank you for taking the time to share your feedback.
We are genuinely sorry for the stress and disappointment this situation may have caused in the lead-up to your wedding. We fully appreciate how important it is for couples to have confidence in their suppliers, particularly so close to their wedding day.
While access arrangements were discussed at the time of booking, as part of our final operational review and event preparation we reassessed the logistics involved in setting up and removing our equipment. During this review, it became apparent that the nearest practical unloading location was over 150 metres from the venue, including negotiating stairs in a busy city-centre environment while transporting heavy and valuable equipment.
We did contact you approximately 2 months prior to your wedding to raise and address these concerns as soon as they were identified. It was never our intention to cause stress or upset, and we understand why the timing of this communication was frustrating. Our aim was to be transparent about a genuine operational concern rather than risk committing to something that we were no longer confident could be delivered safely.
As an employer and business, we have a responsibility to prioritise the safety and wellbeing of our staff, as well as the longevity and reliability of the equipment we use to deliver events. Following our assessment, we had concerns that the access arrangements may not have been safe or practical to execute as originally anticipated.
We also explored possible solutions once the concerns were identified, but we understand that by that stage your confidence in us had been affected.
In over 11 years of providing photo booth services at weddings and events, situations where we have questioned our ability to fulfil a booking are extremely rare. However, when concerns relating to safety and operational practicality arise, we believe it is important to address them honestly rather than proceed with arrangements that could put staff or equipment at risk.
We sincerely wish you both all the best and thank you for your feedback.