Moon Palace 2011 Brides

[mochamakes3]

Good luck maykaym4! I hope the weather turns out for you. Just remember a little rain on your wedding day is good luck.

[JennW818]

Lorena was my contact as well.  It took me 5 emails, 3 phone calls to her and 2 phone calls to her manager to get a response in a similar tone from her.  MInd you that was over the course of about 2 months!  After all that time, I found out that she completely ignored my requests and I was scheduled for the wrong things.  I've also talked to brides that have had similar experiences with her.  I would suggest callng her manager and asking to be reassigned. 
 

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]

Who is the manager? I am going to try calling membership services and find out if they can handle the reservations. It's really just the payments, because we already have reservation numbers.

[Amara3CUS]

I'm so sorry this is happening! I called right away yesterday once I read these messages and I was assigned Lisa Lizano... whom I have dealt with before and wasn't necessarily any help either!

After I was told by Pilar that Immaculate Conception package is eligible for us of Vacation Dollars... apparently they aren't. Lisa was the manager directed to me and she told me the same bs that it has "always"been that way and yet no one bothered to tell me-....especially since she knew I was planning an Immaculate Conception package for my the chapel wedding!

Originally Posted by 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.

[Amara3CUS]

Lisa Lizano

[email protected]

 

and to my understanding, Lisa and Lorena split up Pilar's brides...and apparently, they are only answering VOICEMAILS on Pilar's extension- Not emails. so I sent a message to all my website visitors to let them know if they sent a message and didn't hear anything back that they should contact me...

Originally Posted by mochamakes3 

Who is the manager? I am going to try calling membership services and find out if they can handle the reservations. It's really just the payments, because we already have reservation numbers.

[mochamakes3]

Let's see how long it takes to resolve this mess!

 

I had actually sent a message to Lisa Lizano at the beginning of the week, which she has still not answered. I sent messages to the guests I know were planning on booking this week. I spoke to membership reservations and was told that if my guests had the reservation numbers they could call there. SO, I am now giving out the reservation numbers?!?

 

I was also given another email address for the supervisor, [email protected], but it bounced back as non-existent.

 

Sadly, I don't know what to do about the people that haven't decided yet if they can come. Nothing tops feeling like an idiot bride!

[aholen]

Yikes, it makes me nervous that there have been so many negative experiences lately! I'm sorry you guys have to go through that!

 

I just found out who my coordinator will be. Does anyone know anything about Galena?

[JennW818]

Galena or Kalena?  I have Kalena and she is fantastic. Takes a while to get back to you sometimes, but she is super nice and very organized. 
 

Originally Posted by aholen 

Yikes, it makes me nervous that there have been so many negative experiences lately! I'm sorry you guys have to go through that!

 

I just found out who my coordinator will be. Does anyone know anything about Galena?

[aholen]

Hmmm, maybe it's Kalena. My travel agent tends to misspell names she hears over the phone.... lol That's good news though!
 

Originally Posted by JennW818 

Galena or Kalena?  I have Kalena and she is fantastic. Takes a while to get back to you sometimes, but she is super nice and very organized. 
 

Quote:

Originally Posted by aholen 

Yikes, it makes me nervous that there have been so many negative experiences lately! I'm sorry you guys have to go through that!

 

I just found out who my coordinator will be. Does anyone know anything about Galena?

 

[Ravywedding]

Hi Blondy!

 

I wanted to reserve as many tours/excursions before I arrived because how quickly they fill up. You can email [email protected] and speak to Rosa or register using their  http://www.elitetourscancun.com/Paginas/wfrmToursDestinos.aspx?id=27. All you need is your room confirmation number starting with MPS (for Sunrise), MPN (Nizuc) or MPG (Grande). If you want to use your Vacation Dollars to pay for them, you have to wait till you arrive and your Vacation Dollars are activated and sign up at the guest service desk. 

The only things you can book in advance are: premium dolphin swim, romantic catamaran dinner and spa appointments. Just provide your confirmation number and which resort you are staying at.

Hope it helps!