mk90024

Hi Rachel, Not a good sign but keep trying her via phone and email (keep those as references in case it ends up weeks later). Anyway, we also called Nahim Yetani (HE Manager) - nyetani@haciendaencantada.com and Gabriel Ibarra (Ana's Manager) gaboimac@gmail.com and got a response within hours from Ana. I think she realized she was being held accountable. Good luck!

I recently had a wedding there and had been working with H.E. and Ana since last year on my wedding. HE is a new resort and the staff service is wonderful. It's a gorgeous place and very picturesque so my stay was great! But on the flip side, the service that you'll receive from Ana is below par/horrible. I had messaged/called/left messages/spoken to her assistant on 12+ occasions and even kept a record since I hadn't heard back in 3 months from her (a month before the wedding!!!). It got so bad that our parents weren't booked and a few guests had dropped out because they didn't know where we were at with the rooming situation (Ana kept telling me things were booked and promised to get back the same day, but 2 months later, no response) ... There was no response and she ignored all my calls/emails and had also told the staff at HE to block our calls. At a point, we escalated these issues to the Hotel Manager, another hotel manager and Ana's boss - and that's when she finally started responding (if you ever get in that situation - please contact me and I'll provide those contacts for you as I would hate to see anyone else in the same situation). But, be aware even if she's responding, she's not coordinating many things. Many promises of getting a cart ready and having someone grab you at the time of the ceremony wasn't fulfilled (I had to do my own coordinating and cart grabbing therefore was 30 mins late). She didn't relay stays and cancellations to Reservations and there was an argument with guests the day of their checkout (because the hotel was trying to charge extra nights when the guests had told them that they would be arriving a day later). Overall, great place and atmosphere but be very wary with the WC and Reservations... if you expect no response, no coordination and the day of your wedding to not be as expected then HE is a decent place. I would ONLY recommend HE if they had a different WC and if the Reservations and the rest of the staff actually communicated with each other.

I recently had a wedding there and had been working with H.E. and Ana since last year on my wedding. HE is a new resort and the staff service is wonderful. It's a gorgeous place and very picturesque so my stay was great! But on the flip side, the service that you'll receive from Ana is below par/horrible. I had messaged/called/left messages/spoken to her assistant on 12+ occasions and even kept a record since I hadn't heard back in 3 months from her (a month before the wedding!!!). It got so bad that our parents weren't booked and a few guests had dropped out because they didn't know where we were at with the rooming situation (Ana kept telling me things were booked and promised to get back the same day, but 2 months later, no response) ... There was no response and she ignored all my calls/emails and had also told the staff at HE to block our calls. At a point, we escalated these issues to the Hotel Manager, another hotel manager and Ana's boss - and that's when she finally started responding (if you ever get in that situation - please contact me and I'll provide those contacts for you as I would hate to see anyone else in the same situation). But, be aware even if she's responding, she's not coordinating many things. Many promises of getting a cart ready and having someone grab you at the time of the ceremony wasn't fulfilled (I had to do my own coordinating and cart grabbing therefore was 30 mins late). She didn't relay stays and cancellations to Reservations and there was an argument with guests the day of their checkout (because the hotel was trying to charge extra nights when the guests had told them that they would be arriving a day later). Overall, great place and atmosphere but be very wary with the WC and Reservations... if you expect no response, no coordination and the day of your wedding to not be as expected then HE is a decent place. I would ONLY recommend HE if they had a different WC and if the Reservations and the rest of the staff actually communicated with each other.