We booked our dream wedding and honeymoon in Colchester's Thomson branch back in May 2016. We got married on 8th August 2017 and during that 15 months we received the most appalling service. The first error made was that they booked the wrong day for our wedding ceremony stating that the venue we wanted in Malcesine, Malcesine castle, was unavailable on that date. After we were informed of this my then fiancé contacted the town hall and made his own enquiry, only to be told that our date was available?! When we complained they told us that the date was unavailable because we had made enquiries already for that date. I find this impossible to believe as we only contacted the town hall AFTER Thomson informed us that our date was unavailable. They blatantly just booked the wrong date but wouldn't admit it. When we tried to get our deposit back as this was a red flag to us so early on in our wedding planning, they refused and said that they would book the correct date for us. I had a really bad feeling after this and unfortunately that gut feeling was to be proved right over the next 15 months. There were a catalogue of errors, miscommunications and lack of advice you would not expect when planning a wedding, all of which were topped off 3 days before our wedding day whilst we were in resort when 2 of our wedding party were booked into the wrong hotel and resort! Seven of our wedding party were booked into the Capri hotel in Malcesine, whilst two were booked into the Capri in Bardolino an hour and 15 minutes away. They used the same booking reference as our other guests, who all booked in the same Colchester branch and were in our hotel, so quite clearly a mistake. Mistakes happen, and it was upsetting but more devastating to us this close to our wedding was Thomson's refusal to put this mistake wrong! They refused to swap our two guests into a hotel nearer to us, at the very least in Malcesine would have been acceptable. But instead due to the Colchester branch of Thomson refusing to take responsibility, we had to plead with a Thomson rep in our hotel to help us. The best she could do with her limited budget was offer our guests one night in a hotel in Malcesine. They still had 6 days of their holiday remaining. So in the end with no guarantee from Thomson that they would book and pay for accommodation in Malcesine, our two guests had to pay for two nights and we paid for two nights. It was the most upsetting and traumatic two days I have ever spent on holiday, let alone the fact it was three days before our wedding and we were having multiple meetings and phone conversations with our rep. My two guests are still fighting with Thomson to get the four days accommodation costs back and at this time of writing they have only agreed to pay for two nights! Thomsons and Thomson Lakes and Mountains did their best to ruin our dream wedding and honeymoon with their incompetence and refusal to put their errors right. Yet it was still our guests fault apparently?! There were so many admissions and errors with our actual wedding day, a lot of which was to do with their non existent communication and poor attention to detail. Just some of the omissions included; not informing us we could write our own wedding vows, not informing us we could have a personal reading as part of the wedding service, not telling us that we could have a playlist of music whilst guests awaited my arrival (half an hour wait). There is also a sailboat available for hire by wedding parties which we would have loved to have hired for after our ceremony but instead we were only offered a 'party' type boat which was not as appropriate for a wedding. When I informed Thomson Lakes and Mountains of this they stated that they did not have a contact for this sailboat but could make enquiries if asked. My argument is that I do not know Malcesine, so we did not even know this sailboat existed so how would we know to ask for its availability? Obviously by the time we were aware of its existence it was already booked up, but I am sure it would have been available 15 months earlier when we first booked our champagne boat reception. We also asked about suitable restaurants for our reception which had a lakeside location and were offered two venues which required 30 guests for exclusive use. We only had 21 persons in total which would have cost us a total additional cost of £810 for meals that would not even be eaten. They thought this was our most suitable option?! Due to this I was forced to book my own reception and chose a lakeside restaurant which allowed us exclusive use for 21 guests and I identified this using trip advisor. The whole experience has left me in a grief like state, grieving for the wedding and honeymoon we should have had and paid for. I do wonder what we actually paid Thomson for with regard to the wedding as we did a lot of the organisational stuff ourselves as they were so bad. I have sent a complaint letter and to date I have received a response from Thomson Lakes and Mountains admitting no responsibility but offering us 2 x £50 vouchers to put towards a future holiday with them. Are they for real?! As if I would ever holiday with them ever again. They have passed the buck in relation to nearly all the issues I raised and I am now awaiting a response to my complaint from Thomson, but due to their lack of care to date I do not hold much hope that they will do right by us. This is by no means a full list of our grievances but hopefully gives you a flavour of the poor service and disgraceful way we have been treated. I would advise anyone contemplating booking a wedding or holiday with Thomson to steer clear and use either a wedding planner in the resort they are wishing to get married in or another reputable firm, which is not Thomson! They just do not care! Also I believe they are rebranding and will be calling themselves TUI in the near future so steer clear of them too! A blatant attempt to shake their evident poor customer service on social media searches as I have since found out that we are clearly not alone in the poor service we have received. I feel like it's my duty to warn other unsuspecting brides and grooms to be, as I would hate anyone to go through the heartache we have. For the money we have paid you would expect an excellent level of service but our experience has been like something out of a nightmare. I just want people to be very careful and pay their hard earned money to a company that cares.