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Palace Resorts Informative - HORRIBLE SERVICE - MOON PALACE

Review by AMAURER on 2006-03-03
RIVIERA MAYA, MINNESOTA -- We were staying at Moon Palace for our wedding in October 2005. Hurricane Wilma hit while we were there, and needless to say, our wedding was ruined. We had prepaid for many services which were not delivered.
I disputed the charges after returning home, first with Palace Resorts, then with Visa when I didn't get a response from the resort. They finally responded, talked in circles, and promised a refund.
We were then mailed a free five night stay instead. I complained, and they said they would not dispute the refund, finally mailed me our pictures and paperwork after four months of waiting for them, and apologized for the inconvenience.
I have since been notified by Visa that they have re-charged my credit card for the services they agreed to refund.
I contacted Palace again, this time irate, and was told I was not promised anything, and that I should not complain - I got married and other weddings were cancelled completely! I wish mine would have been.

What should be a pretty clear customer service issue, services paid for and not delivered, has turned into a five month battle and them billing my credit card for items they agreed to refund.
Comments:3 Replies - Latest reply on 2006-03-03
Posted by KateM on 2006-03-03:
It would be a pretty clear customer sevice issue if not for the hurricane. The hotel cant predict nor prevent a huricane anymore then you can. Is it in their policy that they dont refund due to circumstances beyond their control? I would imagine it is. You need to read the fine print to find out exactly what you are entitled to if anything. You also need to re-examine your priorities, you state that you wish your wedding hadnt taken place which is worrisome. A wedding is supposed to be about the marriage, not the party.
Posted by yoke on 2006-03-03:
If you got your pictures why would you expect a refund?
Posted by dsmith68 on 2006-03-03:
Tell me, has the 5 month battle been worth it? Sometimes, it is just best to accept that your alive, happily married and the sun rises everyday. Not everything is in the control of the hotel. Personally, I think the 5 free nights was a good compensation offer.

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