Originally Posted by Bride KSmith
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!