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ekcmexico

Warning about Palace Resorts!

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I just don't like it when someone writes about a bad experience and doesn't explain how it was resolved. Maybe Palace Resorts did not have any record of the issue until they received the letter? I'm going to side with Palace Resorts unless the bride gives a reason not to. I also think that the letter was written poorly and did not simply lay out the issues.

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I agree.  I hope to have no issues with Palace Resorts and it always seems as though they do the best that they can for their guests. 
 

Originally Posted by mochamakes3 View Post

I just don't like it when someone writes about a bad experience and doesn't explain how it was resolved. Maybe Palace Resorts did not have any record of the issue until they received the letter? I'm going to side with Palace Resorts unless the bride gives a reason not to. I also think that the letter was written poorly and did not simply lay out the issues.



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ok, I book ALOT of weddings with palace resorts and have never had any issue with getting the credit for the free rooms.  Normally this is credited back BEFORE they even arrive at the resort.

 

I have even had an issue where the bride did NOT deserve the credit as some of her guests backed out at the last minute and she did not have the minimum nights to get the free room and they were still very gracious with her so I am very surprised to hear all the issues.

 

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Palace Resorts are very good about reimbursing you for the room nights. It will be in a check to whoever signed the contract and you will receive it about 1 month after the wedding. It seems that the origional poster had her wedding in the beginning of September and received her check by September 28th. That is entirely normal. Also the free functions you earn are entirely free. We have had 2 family weddings at Aventura Spa Palace/Avemntura Cove Palace and they were both beautiful and perfect!

I think the origional poster should retract her Palace bashing statements or reply back as to what really happened.

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I just thought I would post an update in this particular matter as I was the planner and agent in this instance.

 

After all of my communications (please note that the cut and paste here was an excerpt of the letter, not the full communication) to various people at the resort-- both in their Miami location Riviera Maya location, as well as communications from the couple, the resort did in fact refund the money that they were owed.  In my opinion, it was a case of "one hand didn't know what the other hand was doing".  Once everyone was brought up to speed and were on the same page, those with influence were able to expedite the refund to the couple.  I'm sure we have all been there at one point-- frustrated with being overcharged and ignored can take its toll on anyone.

 

In addition to handling all of the arrangements for the guests and the couple, I also flew in to work on-site with the couple's events and wedding coordination.  I worked personally with the wedding staff there and it was pleasant for me, and understand, I can only speak for me. As a guest and wedding professional, my experience was favorable, although I was sad to hear about the occurrences the clients' guests had when they brought it to my attention after they returned back.  

 

Overall, again-- as a guest and wedding professional, my work with Palace has been great with exception to the miscommunications in this instance. I spent a lot of time in Mexico last year, once staying at another Palace Resort (Moon Palace) for several days while researching an event I am going to produce in Cancun next year.  This came across in a Google Alert for me and I thought I would clear the air or supply some additional information about what happened.  If anyone has any questions, I'm happy to answer.  

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It is sad that there are negative threads started mainly because the couple was just impatient.  She said she had a great wedding, and her only gripe was not getting her refund check as soon as he returned home.  Your group booking contract clearly states you will be refunded the cost of your room POST TRAVEL.  I'm glad everything was resolved, and the bride got her money, but to start multiple threads on here, bashing Palace Resorts just becuase you NEEDED your money ASAP is slightly neglegent IMO.

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