Westlake Village Inn

ial days in your life, an awful experience. She’s rude, unprofessional, condescending, and unorganized. I myself work in the client service industry and would be appalled if anyone on my team treated someone like she treated me. She was often unclear and told us conflicting information, and when we wanted clarification or an explanation, she was short and became noticeably upset. She was also very rude to my mother-in-law and sisters-in-law on the day of the wedding, which is totally unacceptable. Once you dig into the reviews for this venue, you’ll see that many of the negative ones focus on Dana’s team (wedding coordinators). My husband described her team as “rotten.” If you’re looking for a stress-free, easy to work with venue who values its customers, this is not the place to go.

s, all emails and phone calls where answered in a timely manner. I am so big on customer service and they set the bar for myself, family and wedding guests. I chose the WVI for its photo opportunities, amazing food, and convenience of being able to stay the weekend with my family and wedding party. My suite was pristine and very comfortable. The food was amazing and enjoyed by everyone. My guest and family are still talking about the cuisine and how beautiful the venue was from our Memorial Weekend Wedding. I’m grateful for being able to be fully present at my wedding because every important detail was included in our package. The sound system worked well, the chairs and set up was on time and the reception was planned beautifully. Lastly I will say there were no surprises in fees or services rendered. A very huge Thank you to Dana and the Westlake Village Catering Team as well as the Hotel Hospitality Staff for working with this bride and delivery an excellent, classy, and I’ll repeat the word epic wedding. My husband and I are truly thankful that we chose this venue.

ake Village Inn did not care. We had reserved a private buffet brunch for up to 80 people, for the day after my wedding. We created a menu with Kaylyn in the catering department, discussing how much food and coffee we should order for up to 80 people, selected tables, linens and dishes and paid in full ten days before the brunch (as required). The brunch was to be buffet style from 10:30AM - 1:30PM on the Vintage Patio. We were assured that the food would continually be replenished as needed since guests would be coming at different times. When my mom arrived early on the morning of the brunch, the servers immediately took her aside and told her that the food currently displayed was all the food we would receive - they said we could not get more food because it was a holiday weekend (Memorial Day weekend) and the other restaurants at the hotel were closed. They were firm in the fact that they absolutely could not make more food because there was no food to make. My mom was immediately shocked and horrified as the amount of food set out was clearly insufficient for 80 people, not appropriate for the "come when you want" brunch, not what we carefully planned and not what she paid for. The servers said they wanted us to know, there would not be enough food and that was it. The first guests arrived at 10:30. Approximately 15 people served themselves, got beverages and sat down to eat. One guest went up for a second cup of coffee and was rudely told there was no more coffee. The bacon, sausage, and potato trays were empty, and the juice and coffee station was nearly empty. Guests were arriving and were hungry. There were no drinks, no hot food, and only a few dry bagels on a plate, a bowl of yogurt, and a half-eaten tray of fruit. Guests were telling my mom that there was no coffee, no juice, not enough food. We were mortified. My aunt and uncle (who should have been relaxing, enjoying family and the brunch) ran to their car, drove up the street and got deli platters and sandwiches from a local grocery store so my mom would not have to suffer the humiliation of 60 wedding guests arriving at a brunch where there was no food. When they returned, they began to put the food out as guests were all asking where the food was. There was still no coffee or juice! Unknown to us, the staff and manager were watching this all unfold on their security cameras and the manager angrily came out to tell us we could not have our own food there. My mom once again told them she paid for food for 80 people. They only provided food for 20 and did not replenish as promised. Miraculously, when they saw us bring food in, they managed to find more bacon, sausage and potatoes "in the back" and charged my mom an additional $200. By then, the damage was done. Hungry guests had left to find breakfast, or were eating the deli platters and sandwiches my family had to bolt out to get. Meanwhile, the very nice serving staff told us this happens "all the time" and that we should complain. Following the brunch from hell, my mom and I contacted Kaylyn in the catering department to tell her what happened. We met with her in person, to convey how shocked and upset we were, especially after working with her to plan properly. She seemed surprised but simply apologized and told us they would make changes so this doesn't happen again. Westlake Village Inn didn't even offer to refund the additional $200 we had to pay for food we had already paid for! My wedding brunch was ruined, my mom was humiliated, we spent hundreds more than budgeted for deli platters and paying twice for the catering we already had paid for, guests were hungry (and are STILL talking about the buffet that wasn't), and Westlake Village Inn did nothing to even try to make it right. There are moments in life so important that there are no do-overs. A wedding weekend is one of those events. As local residents, the Westlake Village Inn seemed like the perfect place to end a magical wedding weekend. The Westlake Village Inn is beautiful, no doubt about that. But the beauty of the location does not make up for the awful experience. We felt scammed, and it was clear from the servers that this scam was common. We will never book another event at the Westlake Village Inn.