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Lorraine,

 

Was it Daniela who sent the email? Also, are you doing a full wedding rehearsal? I hadn't thought of doing one but maybe it's a good idea. 

 

Thanks for posting the email!

Stef

 

 

Originally Posted by lciz View Post

Good luck with your call! I will be doing the same.  I received this email on Friday Morning:

 

"Hi Lorraine,

 

Hoping this e-mail finds you well.

 

First of all I would like to introduce myself as the Groups and Weddings Manager for Excellence Playa Mujeres, unfortunately Ileana is not working with us anymore and from now on I will be your main contact.

 

I have been working for Excellence Group for more than 4 years and Iâ€ve been doing Destination Weddings for more than 7 years and I have all your information on file.

 

Since we are having a wedding on the 31st, is it possible to do the rehearsal on Friday at 5:30 pm?

 

If you have any question please do not hesitate to contact me."

 

Are you going to leave the resort and go into Cancun to do your shopping? We were thinking of doing the same but was afraid that cab rides would equal out to be over $100USD and couldnt justify it (just yet).  I really would like to get some authentic stuff for our guests though so it may be worth it.
 



 



 

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Hello Stefkva!

 

We are going with a full rehearsal, mainly because my BM's are panicking about not knowing what to do and when... We figured it cant hurt.

This is the person that emailed me: Nayeli Ugarte

 

I have not heard of her until this email... Also you girls will never believe what happened when I called the resort Friday. I called to request a certain room # and they tried to tell me they did not have our reservation!!! We paid in full 4 months ago! I almost lost my mind! Well, to be honest, I did lose my mind and it took them a full 2 days to get all of their information corrected. Can you imagine if we would have just showed up and they didnt have a room for us! Oh my...

 

I still have not gotten a hold of anyone in the Wedding department, have any of you had any luck??


 

Originally Posted by stefkva View Post


Lorraine,

 

Was it Daniela who sent the email? Also, are you doing a full wedding rehearsal? I hadn't thought of doing one but maybe it's a good idea. 

 

Thanks for posting the email!

Stef

 

 



 



 

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OMG!!!!! I am freaking out right now. I can't believe they didn't have your reservation! Did you make the reservation on their website? Do they have the reservations for your guests? 

 

Originally Posted by lciz View Post

Hello Stefkva!

 

We are going with a full rehearsal, mainly because my BM's are panicking about not knowing what to do and when... We figured it cant hurt.

This is the person that emailed me: Nayeli Ugarte

 

I have not heard of her until this email... Also you girls will never believe what happened when I called the resort Friday. I called to request a certain room # and they tried to tell me they did not have our reservation!!! We paid in full 4 months ago! I almost lost my mind! Well, to be honest, I did lose my mind and it took them a full 2 days to get all of their information corrected. Can you imagine if we would have just showed up and they didnt have a room for us! Oh my...

 

I still have not gotten a hold of anyone in the Wedding department, have any of you had any luck??


 



 



 

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Please share more about how you made your reservation. Was it through a travel agent or online? Did you give them a confirmation number and they just did not have it? I'm glad you got it all figured out. I'm guessing if you would have gotten there and they did not have your room you would have been upgraded and it would have worked out okay, but it's still scary. Have your guests called to confirm their trips? 
 

Originally Posted by lciz View Post

Hello Stefkva!

 

We are going with a full rehearsal, mainly because my BM's are panicking about not knowing what to do and when... We figured it cant hurt.

This is the person that emailed me: Nayeli Ugarte

 

I have not heard of her until this email... Also you girls will never believe what happened when I called the resort Friday. I called to request a certain room # and they tried to tell me they did not have our reservation!!! We paid in full 4 months ago! I almost lost my mind! Well, to be honest, I did lose my mind and it took them a full 2 days to get all of their information corrected. Can you imagine if we would have just showed up and they didnt have a room for us! Oh my...

 

I still have not gotten a hold of anyone in the Wedding department, have any of you had any luck??


 



 



 

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That's of course assuming they're not fully booked when you arrive. Last Daniela told me they were at 98% occupancy.
 

Originally Posted by MsBlissMpls View Post

Please share more about how you made your reservation. Was it through a travel agent or online? Did you give them a confirmation number and they just did not have it? I'm glad you got it all figured out. I'm guessing if you would have gotten there and they did not have your room you would have been upgraded and it would have worked out okay, but it's still scary. Have your guests called to confirm their trips? 
 



 



 

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I agree at 98% booked I don't want to take any chances. Sending my TA the info and asking her to confirm all of our reservations and maybe do it again before we leave. If the resort knows we are not open to any funny business, hopefully they will be extra careful!

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The 98% capacity is what scared me! I assumed they would have made room for us if there was a mistake when we checked in, but when I found out that there could be no rooms available I started to panic! I booked through a travel agent and she had all of our information and our confirmation number from the resort PLUS the wedding department at EPM said they would not confirm our wedding plans until we have at least paid a deposit, and since we have been planning for almost a year you can imagine my confusion.

 

Anyways, I called to make the room request and when I gave them my confirmation # they said it did not exist. I called my travel agent in tears (poor woman) and could only suspect that she messed it up (again, poor woman) and then after many upsetting emails and a phone call to the resort they finally figured out that it was an error on their end. I am just glad I caught it this “earlyâ€, but I still did not need that added stress.  I am pretty sure at one point my travel agent was in tears with me. All of my guests are confirmed, I triple checked!

 

Also, I have not heard ANYTHING back from the wedding coordinators, have any of you?

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I just talked to my TA. I guess losing confirmations etc. could be because of something called "walking" (or something like that). Lot's of booking engines have small print that says if the resort fills up they can put you in a different resort (Expedia has this when you reserve with them). Some Travel Agents book through different engines that do not guarantee a "no-walking" situation, at which time your reservations could be bumped to a different resort if the resort books up. If you do not have this guarantee, it's almost like the resort has no real reason to take your reservation seriously as they become 100% booked because they know in the fine print they can technically move you to a different resort. I have no idea of that's what happened to lciz, but that was my TA's best guess of the situation. I check with our agent and she uses FunJet which has a No-Walking guarantee. Meaning everyone WILL get their room at the resort. A key thing to do is NEVER agree to anything at the resort as far as moving to a new hotel. If you do that it cancels the No-Walk Guarantee. Never sign an agreement or take credit or anything regarding moving to a new resort because your TA can not help you at that point.

 

My wedding planner is giving the new planner a chance to catch up with things. She said that every wedding she does has wedding coordinators switch 1-4, 5-6 times while planning a wedding. Everything always turns out wonderful and the details are usually handled 30 days out. Even though they will communicate with you before that time 30 days out is when you get all the attention.

 

I feel better.  I hope you ladies do as well.

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Hi Iciz,

 

I too have heard from Nayeli. While she is not as prompt with her responses as Gustavo was, she has responded to 2 of my emails that I have sent her and correctly summarized the train of communication that had been on-going between Gustavo and myself regarding prices for certain flowers that I requested. Also, I had been asking Gustavo for pricing for almost 2 months for custom table arrangements and he seemed to be getting nowhere with the florist and Nayeli was able to give me the price within 2 days. May wedding date is May 5th and I was also freaking out with ANOTHER change in the wedding coordinators but Nayeli seems to be on track so far! I hope that she gets back to you soon!

 

 

Originally Posted by lciz View Post

The 98% capacity is what scared me! I assumed they would have made room for us if there was a mistake when we checked in, but when I found out that there could be no rooms available I started to panic! I booked through a travel agent and she had all of our information and our confirmation number from the resort PLUS the wedding department at EPM said they would not confirm our wedding plans until we have at least paid a deposit, and since we have been planning for almost a year you can imagine my confusion.

 

Anyways, I called to make the room request and when I gave them my confirmation # they said it did not exist. I called my travel agent in tears (poor woman) and could only suspect that she messed it up (again, poor woman) and then after many upsetting emails and a phone call to the resort they finally figured out that it was an error on their end. I am just glad I caught it this “earlyâ€, but I still did not need that added stress.  I am pretty sure at one point my travel agent was in tears with me. All of my guests are confirmed, I triple checked!

 

Also, I have not heard ANYTHING back from the wedding coordinators, have any of you?



 

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