It is a bit of a process to book with RIU, so patience seems to be required. I just went through it, also with a little frustration. You definitely have to do it through the website, it is the only way. Even if you are trying to email them, there is a good posssibility that any responses you receive will direct you to back to the online booking process. An additional step to the booking process, that I didn't realize initially, is that you need to also book your room at the resort to confirm the booking for the wedding. The online process will ask you for your room booking confirmatin number (that you can obtain through your travel agent). My travel agent has definitely been helpful in contacting the resort sales department with questions for me. Apparently, you deal with the central sales department until the confirmation is finalized before it is handed over to the on-site wedding coordinator for handling the details. This has been my experience anyway... hope the information (and empathy) may be helpful! Also, there was no deposit required (although they do require credit card information online for holding the confirmation and the potential cancellation fee). Payment is due upon arrival. Good Luck!