Originally Posted by mochamakes3
I am also having a lot of problems with the Miami department and we are members. They have a new person that started a couple of weeks ago in their department. Her name is Geraldine and she apparently took over our account. I spoke to her yesterday to resolve some reservation issues and she did take care of them promptly. I never received any responses from any emails I sent to Lisa, email@example.com. I actually sent her an email way back in January telling her that I hoped the service would improve because I too had guests that became so frustrated and tired of waiting that they booked through a tour operator. Sadly, the service only got worse as our account was shuffled around.
I hope things improve before your wedding.
Unless it's a different Geraldine than Geraldine Flores, she didn't just start a few weeks ago. We're members too & Lisa was handling everything for me at first before my wedding (last July) & then one email I sent to Lisa was answered by Geraldine (with no explanation), & from then on, Geraldine was the only one who responded. I actually had better response time from Lisa (who was very prompt with me & my guests that contacted her before she disappeared), but Geraldine did answer every question, & everything worked out perfectly in the end! When I was trying to get my refund back after our trip (since we had enough bookings to get our 7 night stay comped), Geraldine told me Lisa would "return" that following Monday & so I started corresponding with Lisa again & eventually I did get my refund...it took a while though! I don't know if Lisa just takes a long vacation (from May through July last year) or what, but although it's pretty frustrating just have faith that your questions will be answered and everything will be wonderful when you get there!