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Beloved Hotel Displaced Brides

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#1 Megan1980

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    Posted 02 June 2016 - 07:26 PM

    I am starting this new string b/c I know I am not alone and think all of the displaced brides from The Beloved Hotel should have a place to share their experiences and see what others are enduring.  


    For those that may not know, The Beloved Hotel which is a boutique all inclusive resort in Playa Mujeres owned by Excellence Group just announced that they will be transitioning to an adults only resort in September 2016.  For anyone that had a contract in place for a wedding after Sept. 1 2016 which included guests under the age of 18 they are no longer honoring their commitment the have these weddings at this resort whether contracted or in-progress.  The only option they are honoring is to move these weddings to their sister resort, Finest which has a very different feel, downgraded rooms in comparison and can host up to 4 weddings/day (Beloved only hosts 1 wedding/day).


    A summary of my experience is below, please share yours:


    My fiance and I got engaged in October 2015. I had done months of research to find the perfect place for my destination wedding.  After narrowing it down to one location and having many conversations with multiple resorts including Maria at Beloved I traveled with my sister and cousin to Mexico during April of 2016 to do site visits at each of them and stayed at Beloved Hotel as this was my front runner going in.  After my stay I quickly locked in my date with Beloved and had a contract in place to have my wedding there in May of 2017; it was perfect and I was very happy and excited. Beloved satisfied all of my wants and more; the resort is family friendly, small and intimate, has impeccable service, amazing rooms and had everything I was looking for. Most important to me is that they only do 1 wedding/day; the date I locked in was 5/7/17.  On 5/7 of this year my father suffered a heart attack and passed away.  I reached out to the resort to get other open dates last week of which they provided and after running them past other family members had selected one of their open dates.  After emailing them the new date they contacted me this week to inform me that effective Sept. 2016 the resort will be adults only; my nieces and nephews whom are under 18 and will not be permitted to attend with the change. I am devastated to say the least. I have been upfront the entire time about the children in my group and did not consider any adult only resorts for that reason.  

    Excellence is trying to work with me to move the wedding to their sister resort, Finest, however the resort is very different than Beloved and was one we saw during our visit in April. A big difference is that they host up to 4 weddings per day.  If they can make changes to host my wedding there in the same way that they could at Beloved I will seriously consider having it there. If not I have to start the entire process over again and between the 3 of us that traveled down have essentially wasted over $3000 between the costs of flights, transportation and resort. I will keep everyone updated regarding how they are treating this as Excellence is turning something that was supposed to be beautiful into a nightmare and making what is already a very tough time even worse. I hope they can turn this around as I am sick to my stomach with everything. I would imagine I'm not the only one.  I want to make sure other brides are aware of what they are doing and how they are treating those they have now displaced and hope that others share their experiences as well. They say Excellence is known for their customer service; I am willing to give them a fair shot to make this right but after doing this to us they should bend over backwards for the pain and damage they are causing.  

    #2 vancouverpetunia

    • Member
    • 670 posts
    • Wedding Date:April 7, 2016
    • Wedding Location:Now Sapphire, Riviera Maya, Mexico
    • LocationVancouver, Canada

    Posted 04 June 2016 - 08:37 PM

    I'm sorry to hear of your dilemma. And I'm also very sorry to hear about your father. I can only imagine how frustrated and upset I would be in your situation. I don't have much advice to offer as I'm not familiar with either resort. However I will say that my resort (Now Sapphire) usually does 3 weddings a day and I did not feel like we suffered as a result. As long as they have adequate space and staff to handle it, I don't think it should be a problem. I realize that is not the only issue in question, however.

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    - Erin


    My planning thread: http://www.bestdesti...2016/?p=1893268


    My Now Sapphire review: http://www.bestdesti...riviera-cancun/

    #3 TammyWright


      Admin & Owner

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    • Wedding Location:Dreams Los Cabos

    Posted 06 June 2016 - 08:49 AM

    I am so sorry to hear about your father :(


    Regarding the hotel, can you get your agent involved? Maybe if that agent has weight, does volume, etc. they can make an exception or help figure out some options for you?

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