I would like to respond on these issues:

1. Yes, we make it known throughout that I own Wright Travel as well as this site.

2. Flights times: We cannot control airline's flight schedules. We can assist in private charters but this is not very affordable for many people. We NEVER promised that we could get direct flights ONLY the flights that the airline's schedule. To blame us because there was not a direct flight available on the dates you wanted is misplacing your blame.

3. Loss of deposit: Regarding the room deposit, Wright Travel did not get 1 cent of this. This was money given to the wholesaler/resort. I even contacted the resort directly to tell them to work directly with the bride and please not to charge any penalties on our behalf. If you decided to cancel your wedding,

4. Regarding travel documents: We tried to explain that we cannot give travel documents UNTIL the package is paid IN FULL. The email has the invoice in them with the amount dues, deposits, etc. The clients wanted travel documents but we tried to explain multiple times that they are not provided until the package has been paid for. This is standard practice.

5. Flights prices: If you were able to find flights $300 less than what we offered (which was not the case) YOU should definitely book them direct. I know I would! We tell our clients to give us a chance to price match but if we cannot you should not pay $300 more to use us. That is just silly.

6. Regarding transfers: 95% of our clients book their transfers with us. We like to price components separately because sometimes, if you have a group of 6 people traveling at the same time, it is cheaper AND much shorter trip to book a private transfer instead of the normal shared transfer. We try to get our clients not only the best price BUT the best experience but unfortunately this client thought it was so strange not to have the transfer bundled in that she could not understand the reasoning that sometimes shared transfers are NOT the best option for people. We have done groups with Funjet as well as other big suppliers and you can ALWAYS book with or without transfers.

7. Group bookings: unlike individual bookings, where a booking number is given to each room, their is one booking number given to the entire group. The entire group is treated like 1 booking. We give a manifest that has all the rooms, dates, names, categories etc. When the group is finalized EVERY room is sent their travel documents that have confirmations of their dates, room categories, special request, transfers and insurance (if the opt in). We book hundreds of groups a year and have never had a complaint about documentation.

8. Cancelling your wedding: I am sorry you had to do this and am not sure why. The resort had not problem working directly with your group and I was told that any money that you paid would be applied accordingly. When I spoke to your fiance, I asked him to please reach out if you had any problems with this transfer as we wanted to make this transition as smooth as we could and this is the first time I am hearing about the cancellation.

I also wanted to add regarding the flight prices. You were not comparing apples to apples. You cannot compare the price of a flight with a 18 hour layover with a flight without one.

This was the case where you found flights cheaper but the layover was much longer. You usually have to make some sort of sacrifice with finding the cheapest flight vs. finding the shortest flight.

As I read this review, I often wondered if we were in the same conversation. Your version of the events is misleading and far from truthful.

Let's start with where you claim you were handed off to another agent. Kelly is the reservation liaison to the supplier and partners with me. It is a more efficient system but we work as a team so you were never just handed off as you were still able to contact me.

When guests make a reservation, they are sent an email confirmation with all pertinent information including name, dates of stay, room type, rates, insurance and transfers. It is all spelled out in the simplest way possible. As guests haven't yet paid in full, we do not send travel documents. I am pretty sure that is how ALL agencies work. You did not feel it looked professional because it did not contain our logo. Noted.

"After talking with a few different travel agents, USUALLY round trip airport transfer is included in the all-inclusive price". I'm not sure why "usually" is in caps as it isn't a definitive answer and doesn't support any claim. It is true that often times, package rates are given that include transfers but these are rarely included in the hotel's all inclusive rate as the transfers are typically provided by an outside company and NOT the resort. We always include it on the confirmation (the line where it says "round trip transfers") and guests can simply let us know if they are not needed. Your contract very clearly stated the nightly rates and then the transfer rate was listed so not sure where this idea of us double charging comes from but it is definitely a very creative claim.

"Before signing a contract I made my wishes clear - which was to have a direct flight out of my hometown." I really wish I could predict what the airlines flight schedules would be. Unfortunately, when you signed in January, flights for end of March were not yet available and would not be available for 3-4 months. Not sure how we are to blame for the lack of non-stop flights everyday of the week out of Milwaukee but I will be sure to pass your complaints on to the airlines.

You and I both know that I never told you that we can ONLY book flights out of Chicago. I asked you if guests would be open to flying out of Chicago as they offer non-stop flights that are much cheaper. I just had a 35 room wedding to Azul Beach and a handful of guests had me price out Chicago so I knew it was an option depending on where they lived. This is exactly what Kelly sent your mother-in-law (note it is out of MKE and the 2nd is a non-stop return flight!). Please also note that the stated travel time of 13:59 is the TOTAL travel time for BOTH ways.

Here are 2 options I found; the first has 1 stop and the second is nonstop on the return.

Adults $676.86 each Total Travel Time 13 hrs. 59 mins. United Airlines flight 5415 Monday March 28, 2016 Published Total Outbound Duration 5 hrs. 25 mins. Operated by SKYWEST DBA UNITED EXPRESS 7:25 AM Depart Milwaukee, Wi 8:08 AM Arrive Chicago, Il/ O'hare 0 stops 0 hr. 43 mins. Connection 0 hr. 52 mins. 2 Seats, Coach, U Class, No Meals, Non-smoking, Canadair Regional Jet United Airlines flight 1198 Monday March 28, 2016 Published 9:00 AM Depart Chicago, Il/ O'hare 12:50 PM Arrive Cancun/ Riviera Maya, Mexico 0 stops 3 hrs. 50 mins. 2 Seats, Coach, U Class, Food for Purchase, Non-smoking, Boeing 737-800 United Airlines flight 1011 Saturday April 2, 2016 Published Total Inbound Duration 8 hrs. 34 mins. 7:00 AM Depart Cancun/ Riviera Maya, Mexico 9:29 AM Arrive Houston, Tx/ George Bush 0 stops 2 hrs. 29 mins. Connection 3 hrs. 31 mins. 2 Seats, Coach, H Class, Food and Beverages for Purchase, Non-smoking, Boeing 737-800 United Airlines flight 4105 Saturday April 2, 2016 Published Operated by EXPRESSJET AIRLINES DBA UNITED EXPRESS 1:00 PM Depart Houston, Tx/ George Bush 3:34 PM Arrive Milwaukee, Wi 0 stops 2 hrs. 34 mins. 2 Seats, Coach, H Class, Food and Beverages for Purchase, Non-smoking, Embraer Embraer Jet

Adults $778.76 each Total Travel Time10 hrs. 34 mins. Delta Air Lines flight 2539 Monday March 28, 2016 Published Total Outbound Duration 6 hrs. 50 mins. 7:15 AM Depart Milwaukee, Wi 10:22 AM Arrive Atlanta, Ga 0 stops 2 hrs. 7 mins. Connection 1 hr. 53 mins. 2 Seats, Coach, X Class, No Meals, Wi-Fi, Amenities subject to change, Mcdonnell Douglas Md - 90# Delta Air Lines flight 535 Monday March 28, 2016 Published 12:15 PM Depart Atlanta, Ga 2:05 PM Arrive Cancun/ Riviera Maya, Mexico 0 stops 2 hrs. 50 mins. 2 Seats, Coach, T Class, No Meals, Television, In-seat power source, Wi-Fi, Amenities subject to change, Boeing 737-900 Delta Air Lines flight 700 Saturday April 2, 2016 Published Total Inbound Duration 3 hrs. 44 mins. 10:50 AM Depart Cancun/ Riviera Maya, Mexico 2:34 PM Arrive Milwaukee, Wi 0 stops 3 hrs. 44 mins. 2 Seats, Coach, M Class, Food for Purchase, Wi-Fi, Amenities subject to change, Airbus Industries 320

Your MIL's response? She said you told her that flights would be $400 and asked if flying out of Chicago would be less expensive. Not sure if things were lost in translation when speaking with your future mother-in-law or you exaggerated/confused the facts to better support your claim that we told you we can "only book flights from Chicago" and the "flights are 12 hrs each way" and also "$800pp". Additionally, I never told you to coordinate flights for 50 people. I said if people want to book Southwest, they can do so on their own. People book their own flights all the time, there is no reason you would need to coordinate this and I never suggested you do so.

You never expressed wanting to cancel your wedding to us, but it would seem that you underestimated the cost of flights for guests and it is much easier to blame us to get out of your contract. Per your contract, if you wanted to cancel completely, you would have had a $750 penalty imposed by the hotel (not by us). Your guests would've been able to get their deposits back but not the cost of insurance. We used our contacts to allow you to book directly with the resort and still be able to use your initial deposit as this is what you said you wanted to do. You simply cannot blame us for flight costs that we are unable to predict or control.