Dreams Tulum Closure (consolidated thread)

[amy706]

 

OMG FOR SURE! you guys are about to get on a plane and totally need (and deserve!) some answers! We all do but you lot more than any!

[Blkatz]

FYI-this is the email that I just got...we do apologize for the inconvenience that the temporary closing of Dreams Tulum has caused you. As of now, we do not have an exact date when Dreams Tulum will re-open. Please be advised that the wedding coordinator and reservations department will be contacting anyone who had reservations and wedding parties scheduled at that location regarding this issue. I have copied (with high priority) both management and the wedding coordinator so that they can contact you directly. Please let me know if I can be of further assistance.

[amesharpe]

Quote:

Originally Posted by amy706 I am SO glad to hear they hired more people. Sounds like they need a small army!!! Maybe the mexican govt can supply one since they caused all of this to begin with! Okay, I cant pass judgment on the court case and maybe DT did something wrong BUT... damnit!!! I'm so frustrated. The squeeky wheel point is a valid one but then i also think about how busy they must be and then hitting them 8 times with the same thing just clogs the whole system up even more for everyone... I just dont know anymore!

Quote:

Originally Posted by amesharpe Hey! I just wanted to post an email I got from Landy last night and am wondering if anyone else received it as well. It looks like it could be a standard informational letter. I haven't emailed Landy since 9/24 (just prior to the shut down) asking her if there were any other weddings planned for my date. Oh well, looks like the same old information we have thus far. It does say that they have hired 2 more people to help them through this mess but boy are they being worked hard. 20 hrs a day!!! From: Landy Cahum <weddings@dreamstulum.com.mx> Date: Sun, 26 Oct 2008 15:55:20 -0600 Subject: DECEMBER WEDDING To: xxxxxxxxxx Cc: customercare@amresorts.com, Monica Moreno <s_gerencia@dreamstulum.com.mx> Dear Amy: I want to send you our deepest apologies about this matter. This in fact does not reflect our service at all and clearly sends a really bad message to such important client as you. Before this incident happened, we decided to hire 2 additional staff for our weddings department, as our wedding business was growing really fast and we needed to improve our response time. Unfortunately, the actual situation happened, and then a huge amount of work surpassed our capacities again, since we had to relocate about 40 weddings that we had for the next this month. We are actually working 20 hours a day just to relocate, contact and program individual reservations and wedding groups to other resorts in the area and unfortunately all of our weddings staff had to be sent to the different hotels in order to coordinate and operate those weddings, leaving very little time to contact all our wedding groups. Certainly, we are giving priority to those wedding happening now, and then chronologically contacting the rest of our clients. In reference to this unfortunate situation, we have discussed with our corporate offices and they also with the lawyers. They are confident that this could be solved this in November but since it involves a legal issue, they or us, can not provide a definite date. We realize this very challenging situation has not been easy at all for guests and partners alike and truly regret each and every inconvenience this situation has created. Please be assured Dreams Tulum is committed to working hard until a resolution to this matter is found. Although we can not comment in detail, progress is being made and we are hopeful it will be resolved in the coming weeks with the resort once again accepting arrivals in November. Since we do not yet have an exact date of resolution, we will not take unnecessary chances or last minute decisions and will relocate all arrivals up to November 15th. The resort team will continue to work hard in order to immediately provide and inform you of the protection of all bookings up to that date. All efforts will be made to protect guests at other Dreams Resorts & Spas and Secrets Resorts & Spas in the region when possible. In this process we took the decision of protecting clients until November 15th , and relocating them to our sister hotels. We will provide more information in this regard as soon as we have it. We wanted to keep you informed and truly regret the inconvenience. We are sensitive to and fully appreciate the challenges and consternation presented by this situation and committed to finding a resolution as quickly as possible. I hope this explanation helps and please accept our apologies. I can assure you that it does not reflect our regular service, just that we did not expect this and even though we are doing as humanly possible to make all changes in reservations and sales, it clearly is an almost impossible job. Thank you again and please feel free to contact me if you require further assistance Thank you very much for your understanding. Kind regards, Landy Cahum Reyes Coordinadora de Bodas Dreams Tulum Resorts & Spa Tel.: 011(52) 984 - 8.71.33.33, Fax: 011(52) 984 - 8.71.33.53 <mailto:infoweddings@dreamstulum.com.mx> weddings@dreamstulum.com.mx <http://www.dreamsresorts.com/> Dreams Resorts & Spas: Unlimited Luxury

Here is an email I received from Kevin today as well. Honestly guys, I've sent 2 emails myself and had my travel agent contact them once in the last month since this mess started. I think I have just worded my letters in a way that they have to respond. That's what I meant by "squeeky wheel"

Amy,

Although we understand your frustration and anxiety and clearly understand the severity of the situation, we do not have more information that we can share with you at this time. We can not comment further on the actions being taken nor can we comment about the media I'm afraid. Noone is trying to avoid giving you, or any of the other guests for that matter, an answer, Amy. We can only tell you what we know and will continue to do so until we have a definitive answer.

As of this morning, there has been no change to the situation and I'm afraid that we don't have anything more substantial to share with you at this time. As soon as we know something definitive we will post it on our forum.

Thank you.

Regards,

Kevin Wojciechowski
Vice President Sales & Marketing
AMResorts

Secrets, Dreams & Sunscape Resorts & Spas
Unlimited-Luxury. Unlimited-Fun.


No new news.

[dreamstbride]

ok! Im officially starting to really really freak out!!!!!

 

I have emailed EVERYONE humanly possible in the last 2-4 days to get some info worked out! I have not once received any reply to any email. I call! I get nothing! I am BEYOND STRESSED!!!! all I can do now is cry! I am in total distress. Im not getting any of my questions answered. I dont know what to do anymore?

 

Im getting to the point where I just want to say ^%#@ the whole thing!

 

This was supposed to a stress free process. Not this stupid nonsense.

 

What am I supposed to do now? I have no idea what to do?

[Blkatz]

ok-deep breaths...have you called DT lately? When was the last time you spoke to Landy/Lizet?

[can't wait!]

Quote:

Originally Posted by dreamstbride ok! Im officially starting to really really freak out!!!!! I have emailed EVERYONE humanly possible in the last 2-4 days to get some info worked out! I have not once received any reply to any email. I call! I get nothing! I am BEYOND STRESSED!!!! all I can do now is cry! I am in total distress. Im not getting any of my questions answered. I dont know what to do anymore? Im getting to the point where I just want to say ^%#@ the whole thing! This was supposed to a stress free process. Not this stupid nonsense. What am I supposed to do now? I have no idea what to do?

You know where you're going right? I say screw DT and just call the Barcelo Maya directly. I bet neither Landy nor Lizette have the answers to your questions anyway since they don't work at the Bareclo Maya. I bet they have to call Barcelo first before getting back to you.
Sooo, I would call, call and then call the Barcelo Maya some more until you finally get the wedding coordinator. Get a list of questions together and then fire away. I've noticed the Barcelo thread isn't as active as ours so it isn't really helping much. Once you get a hold of someone at the new resort, ask for their emails and from them on CC both the Barcelo and Landy in your emails. Wish I had all the answers for you. Hang in there! You've come so far...it's almost over. I wish the weeks leading up to your wedding or mine or all the other DT brides for that matter were much easier and stress-free. Sometimes I feel like we having everything against us! Ugh!

[amy706]

I agree with Can't Wait. Call Barcelo! And email them and copy Landy. Also did you ask the girls on the Barcelo thread? If there anything like the great brides on DT, they may have a lot of answers for you as well... at least to help you in the meantime.

 

It'll be okay. It'll be gorgeous. And everyone will have a WONDERFUL time no matter what!!!

[dreamstbride]

Quote:

Originally Posted by Blkatz ok-deep breaths...have you called DT lately? When was the last time you spoke to Landy/Lizet?

hehehe! that gave me a good lil laugh! thanks! I needed it!

I spoke with Lizet and that was about a week ago.

I do have Barcelo's number. Ill give them a call right now! Thanks ladies.

I dont know what I'd do without this forum?

THANKS again

[MonoAmor]

Joann, I will forward you my email from Landy when she sends me the answers to my questions. She is supposed to get back to me today. Also, I saw the menu options for Barcelo on their thread, someone posted it today. I picked the scallops, lobster bisque, Beef Wellington one and Im printing my menus. Im not waiting around for confirmation anymore. I intend on getting that meal and I cant see them not allowing it since it is given to other weddings. It is just coming down to how much they will charge per person over 20. If I get a hold of Landy I will ask her to call you. She is really hard to get a hold of!!!

[dreamstbride]

THANKS Leanne :)