Moon Palace 2012 Brides

[mwells]

So just as others mentioned, I still haven't received my refund from the unlimited events.  Any tips on getting Moon Palace to follow through with the amount they owe me? Every week they say it will be ready the next week and then nothing....

[shan0487]

I was just notified by my TA that my money will be refunded to my credit card in the next couple days and I got married on 11.23.  But we booked through Fun Jet Vacations so maybe that's why we are getting it faster- cause we didn't book directly through MP.  Did you have a TA?  I'd try contacting her and getting her to move MP faster!!

[CurlyBride]

My refund from the unlimited events was applied to my bill at check out. This was arranged by my onsite wedding planner Emy. However MP forgot to  to take off my initail deposit payment of 2500 from the overall bill and we didnt realize until we got home. So now we are waiting for that refund which they started and stated it takes about 6 weeks. You can call the wedding department at Cancun and see at what process the refund in is.

[mwells]

Unfortunately I signed the wedding contract before thinking about getting a TA, and was told I wasn't allowed to get a TA or the unlimited events wouldn't apply.  So I'm the only one that can contact them for the refund. They took part of the refund off my final bill and I was still owed additional 1200 after that.

 

I've been going back and forth with the auditing department, that issues the refunds and it's gotten me nowhere.  I'm so annoyed MP just can't get the things done they say they will do.  I was told 2 weeks, that moved to 4 weeks, then last week when I didn't get it I was told definitely this week.  Of course to no surprise it didn't get wired this week either.  So I called today, was transferred to 5 different departments and no one seems to have a clue.  I don't know why it's so hard to get in contact with a manager or higher up that can get things done.

 

If the hotel doesn't want to refund the money they should never say they will.  God knows I spent over 20k on my wedding there...how hard is it to get the 1200 back they said I would get.  

 

Just so irritating, I would never recommend having a wedding through palace resorts to anyone ever!  Once you sign a contract they know you're stuck!  The amount of drama does not make it worth it.  You can go to hundreds of other hotels in Cancun and not have to deal with such incompetent people and have the paradise atmosphere.

 

Ok I'm done ranting...ugh it just seems to never end. 

[beatyea]

Originally Posted by mwells 

 

Unfortunately I signed the wedding contract before thinking about getting a TA, and was told I wasn't allowed to get a TA or the unlimited events wouldn't apply.  So I'm the only one that can contact them for the refund. They took part of the refund off my final bill and I was still owed additional 1200 after that.

 

I've been going back and forth with the auditing department, that issues the refunds and it's gotten me nowhere.  I'm so annoyed MP just can't get the things done they say they will do.  I was told 2 weeks, that moved to 4 weeks, then last week when I didn't get it I was told definitely this week.  Of course to no surprise it didn't get wired this week either.  So I called today, was transferred to 5 different departments and no one seems to have a clue.  I don't know why it's so hard to get in contact with a manager or higher up that can get things done.

 

If the hotel doesn't want to refund the money they should never say they will.  God knows I spent over 20k on my wedding there...how hard is it to get the 1200 back they said I would get.  

 

Just so irritating, I would never recommend having a wedding through palace resorts to anyone ever!  Once you sign a contract they know you're stuck!  The amount of drama does not make it worth it.  You can go to hundreds of other hotels in Cancun and not have to deal with such incompetent people and have the paradise atmosphere.

 

Ok I'm done ranting...ugh it just seems to never end. 

 

 

I had the same problem- I finally got action when I threatened a lawyer!  I wrote an email to the Wedding Department Manager saying that its been 5 months since my wedding and I have a contract and will be contacting a lawyer if I don't receive our refund soon and I also mentioned the fraud on my card from Miami area along with others at my wedding and guess what a week later I got the check in the mail! Magic! haha

[shan0487]

I think the issue is not to book through MP directly- I had no problems when booking through a travel agent, because anytime any issues arised- she was there to help the situation.  So make sure you book through a Travel agent- they are a lifesaver and they don't cost anything!

 

I hope you get your money back soon- threaten them with a lawyer- hopefully that will move them faster for you too!!

[mwells]

Originally Posted by beatyea 

 

I had the same problem- I finally got action when I threatened a lawyer!  I wrote an email to the Wedding Department Manager saying that its been 5 months since my wedding and I have a contract and will be contacting a lawyer if I don't receive our refund soon and I also mentioned the fraud on my card from Miami area along with others at my wedding and guess what a week later I got the check in the mail! Magic! haha

 

I'm wondering how you were able to get a contact that was a manager?  Is there any chance you still have their information? Every time I request a manager by phone or email, they will never pass me to one.  I was wondering if I should threaten a lawyer or if that will cause them to not help me further...although playing the nice card has gotten me nowhere.

[ericamarquez]

Good morning, I had my unlimited events credit applied to my bill at check out.  I had requested this through my onsite coordinator (Zaray) and she took care of it.   Quite honestly I had read enough compliants about Palace Resorts rebates through this forum that I just wanted it all handled while I was there.  I can appreciate how many brides note that everything will be perfect when you get to the resort, but unfortunately I didn't have that type of experience.  This forum really prepared me to deal with issues and know what to ask for when at the resort.   My onsite coordinator was out on emergency medical leave when I arrived and I reassigned to Zaray.   A lot of it felt like I started at square 1 again.   Thankfully Zaray was wonderful and I had brought copies of all previous communication.   The only fall out I had wedding related was having the wrong mariachi band show up at my reception.  By then it was too late to do anything even when the correct one showed up (we had to turn them away as we weren't going to pay twice).  Weddings are not perfect and as a bride you just have to be flexible and really prioritize what is important to you and your husband. 

[mwells]

I didn't have enough of a balance to cover the full amount owed back to me at the hotel.  Even after taking the money off of my final bill I was still owed over $1200.  I agree somethings are always going to come up when planning a wedding but when you are dealing with over a thousand dollars that is supposed to be returned back to you, I'm sure this would be one of those higher priorities.  

[CurlyBride]

Just a heads up. For those who order anytime of videography services along with the photograpther they offer the master DVD for $145/hour which is insane. I really wanted it to so at the resort they told me they would give me 6 hours of my wedding video for the cost of 2 hours $290 and i turned it down. When I got home I emailed the photo department again and they droped it to $145 for the +6 hours and thats what i went with. I should be getting the wedding video and photo package tonight.... keeping my fingers crossed to see what  my pics and video looks like