I just thought I would post an update in this particular matter as I was the planner and agent in this instance. After all of my communications (please note that the cut and paste here was an excerpt of the letter, not the full communication) to various people at the resort-- both in their Miami location Riviera Maya location, as well as communications from the couple, the resort did in fact refund the money that they were owed. In my opinion, it was a case of "one hand didn't know what the other hand was doing". Once everyone was brought up to speed and were on the same page, those with influence were able to expedite the refund to the couple. I'm sure we have all been there at one point-- frustrated with being overcharged and ignored can take its toll on anyone. In addition to handling all of the arrangements for the guests and the couple, I also flew in to work on-site with the couple's events and wedding coordination. I worked personally with the wedding staff there and it was pleasant for me, and understand, I can only speak for me. As a guest and wedding professional, my experience was favorable, although I was sad to hear about the occurrences the clients' guests had when they brought it to my attention after they returned back. Overall, again-- as a guest and wedding professional, my work with Palace has been great with exception to the miscommunications in this instance. I spent a lot of time in Mexico last year, once staying at another Palace Resort (Moon Palace) for several days while researching an event I am going to produce in Cancun next year. This came across in a Google Alert for me and I thought I would clear the air or supply some additional information about what happened. If anyone has any questions, I'm happy to answer.