Moon Palace 2011 Brides

[mochamakes3]

OMG Pilar is gone!

 

Our wedding is in 2 months and my guests have been trying to book and I haven't been getting a response so I sent a nasty message on Monday telling them how mad I was that people were booking through other sources because no one was returning calls or messages!

 

So now all the contact info on my invitations is wrong? No one is taking over her email? And I have to find out on a forum!

 

And I was also told that my guests could only book by contacting Pilar directly. Because I was initially upset that they could only book Mon to Fri, 9 to 5.

 

Yup, this definitely deserves a huge font!

[DiamondGirl]

That really sucks!! How can they just act as if this was some reservation for an ordinary party?!?! These are people's wedding days!! I would def call and speak with a supervisor about it. I would also ask for some type of compensation for lack of communication and customer service. At this point, the ball is in your court and they have a lot of making nice to do. Go and get them!! 

[mochamakes3]

I posted my complaint on their facebook site too, complaining that they can't take care of their brides.

[Bride KSmith]

Exactly!!!!! If I had not bothered to call to double check my contact info on my invites I would not have known either my guest would have been trying to book with a ghost. This Lorena that they have replacing her is a piece of work!! It wasnt what she was saying it was how she was saying it. She was sooooo rude!!! I couldn't believe she got irritated and told me that I wasn't the only bride there are 150 others. I dont care how many brides she has it is her job to make me feel like I am the only one!!!

 

When I called my aunt she got very upset. I have been so laid back about this whole wedding process. For me to get upset is a big deal! I HATE bad customer service!!!!!!!!!!! I just know that Lorena and I are not going to work. II still cant believe that they are not notifying the brides of this situation!
 

Originally Posted by mochamakes3 

OMG Pilar is gone!

 

Our wedding is in 2 months and my guests have been trying to book and I haven't been getting a response so I sent a nasty message on Monday telling them how mad I was that people were booking through other sources because no one was returning calls or messages!

 

So now all the contact info on my invitations is wrong? No one is taking over her email? And I have to find out on a forum!

 

And I was also told that my guests could only book by contacting Pilar directly. Because I was initially upset that they could only book Mon to Fri, 9 to 5.

 

Yup, this definitely deserves a huge font!

[mochamakes3]

At the very least, why not put an out of office reply on her email?!? At least our Cancun WC does that.

[Amara3CUS]

UMMMM good to know!!!! Freaking Pilar has been my headache since the very beginning of this process!! NOT very happy to hear someone less competent has been placed in charge. Didn't hear AT ALL that she has left!!

Originally Posted by Bride KSmith 

Vent-Long

Okay I am very upset with palace resorts right now! I booked my wedding through my aunts membership a the Moon Palace. My MIA contact was Pilar Fernandez. She sent me a booking form that my guest are supposed to fax or email to her to book rooms. She also said that they could call her directly to book. Ok, this week we wanted to get our formal invites out (I am so behind because of grad school). When I got the final proof I decided to double check the contact information to be sure that it was correct. Imagine my surprise when I called the number only to find out that Pilar was no longer with the company! I finally got some lady on the phone that informed me that Lorena Bohorquez would be my new contact but she was out of the office at the time. I left a message for Lorena. That was 3 days ago.

 

Today I call back and finally get Lorena on the phone. Here was the convo.

 

Me: Hello, Lorena. I have been informed that you are my new coordinator. I wanted to be sure that Pilar has given you my information and I am also curious as to why I was not notified that I had been reassigned.

 

Lorena: (after asking for my contract # and name) Yes I have you confirmed for Moon Palace, May 20, 2011 at 6pm. We were going to notify all the brides that had been reassigned but its only been over a week since she left.

 

Me: Over a week is a lot of time when I almost printed $350 worth of invitations with the wrong contact information on them.

 

Lorena: (in a condescending tone) There are like a 150 brides, you are not the only one. Why would you put one person's contact information on your invitations? I dont thinks thats a good idea.

 

Me: Pilar told me that my guest would have to book via fax, email, or phone directly with her. Isn't that how weddings through the member weddings are done?

 

Lorena: Well yes, but it is high season and we are very busy. If they call and IF they get through they will probably have to leave a message and it will be 48 hours before I will be able to get to them.

 

Me: Well do you have any other options for my guest to book?

 

Lorena: You can get everyone's info together and give it all to me at one time.

 

Me: (getting irritated) Excuse me?!

 

Lorena: Or if you dont want all of your guest calling you, you could assign someone to collect everyone's information for you.

 

Me: I am planning this wedding on my own and I am not going to ask any of my guest to be in charge of everyone's bookings.

 

Lorena: (sarcastic): Well you can just give them my number and they can keep calling until they get through, IF they get through.

 

Me: (pissed but trying to contain it): Non members get a link for their guest to book online. Why is the process so inconvient for members? Are their no other options?

 

Lorena: They can fax the card authorization form but it would still be 48 hours for a response.

 

Me: I dont think my guest are going to be happy with faxing their credit card information and not getting a response for 48 hours.

 

Lorena: Yeah its just going to create a cycle and either way your guest are going to end up calling you about it.

 

At that point I got off the phone as I just really could not deal with her anymore. I think I am going to call back and speak with a manager. I am so upset. Pilar was unorganized but at least she had decent customer service skills. I am so irritated right now!

 

 

[mochamakes3]

Considering she was handling most of the member weddings, it's very disappointing. After posting my disappointment on the palace facebook site, they have asked for the wedding number, so hopefully, someone will apologize. I even have emails of her telling me that guests can only book through her!

 

I do not want to have to deal with this.

[NA2015]

I am so sorry this is happening to alot of you brides. (  Customer Service is key and this is the biggest day of our lives.

I would definately get an email going of all your guests and send them the room form, explain the situation and maybe put the information on your wedding websites with all the information as well. )

[mochamakes3]

 

 

Originally Posted by nabreu7 

 

I am so sorry this is happening to alot of you brides. (  Customer Service is key and this is the biggest day of our lives.

I would definately get an email going of all your guests and send them the room form, explain the situation and maybe put the information on your wedding websites with all the information as well. )

 

Great idea for some, unfortunately I have over 50 invitations still outstanding, I have valid email addresses for 5 people. So I guess I'm supposed to call all those people, plus the ones that have booked? Wedding websites are great, but only if your guests have internet access and actually go to your site. I feel like having Palace call each of my guests to inquire if they are interested in attending and will be booking!

[maykaym4]

Hi ladies, Getting married next week and just looked at the weather forecast...it's supposed to rain all week! Anyone know what they do in this situation? Do they just throw you wherever they want or do we get some say in it?