Thanks so much for taking the time to send us your feedback. We are honoured that you have chosen Perfect Weddings Abroad to organise your big day.
I am sorry to hear that you don't feel that our service is currently exceeding your expectations. I wanted to acknowledge your feedback and address your points for you too...
Firstly, I'm really pleased to hear that the service that you received from your Weddings Abroad Specialist, Sheila, here in the UK you were happy with.
We actually implemented our Online Wedding Profile system, which currently is activated at the point of booking, following on from feedback we received from couples who had married with us in the past and been through the whole process... Mainly for this very reason, so that we can monitor the response times and help you with any outstanding queries that you may have.
We have in place an expected response time of 7 working days for responses from your Overseas Wedding Coordinator. We ask you to please bear in mind when you are asking them questions (particularly during the Spring and Summer months), that they spend the majority of their working day away from their desk at pre-wedding meetings with couples who have arrived in-resort, in person at each and every couples big day, as well as looking after our couples who are in-resort at present and finalising their wedding arrangements... a service that yourself and your partner will receive once you arrive in-resort.
In previous years it was all done by telephone with the UK office, who then had to report the messages overseas and then in turn (via the hotel, florist, photographer, coordinator etc) relay back to you - which led to things being misinterpreted and also missed throughout the chain.
The other reason we implemented the Wedding Profiles was to facilitate the link between yourselves and your In-resort Wedding Coordinator, who you will meet with when you arrive - the reason why we do not do this by email is because we are unable to help you in the case of queries such as this, or indeed if the coordinator has a problem, such as loss of email etc. as there will be no traceable history of your wedding booking - we do not want to put your arrangements at risk in this way.
I wanted to let you know that I have personally looked in to your Online Wedding Profile. I can see that the initial responses were received all within a maximum of 4 working days. Over the last fortnight I can see the messages that you have posted have not yet been responded to. I have therefore chased up your Wedding Coordinator and asked her to respond, as soon as possible, with further information and answers for you. I will keep an eye on this on a weekly basis and monitor the responses for you.
As a growing company, we are really keen to take on all feedback in order to help improve our services, we used, from the resources that we had available to us (financially and time-wise too), what was the best option available to us at the time and implemented the Wedding Profile System that you are currently using today.
With your feedback in mind and my ultimate dream, we recently set about building our own in-house Wedding Profile System, which will live within our existing website, to allow communication with our overseas coordinators more freely, enable the uploading/downloading of video content/photos/other media, reminders/prompts for important dates, invites to your guests, your own wedding web page, a gallery of wedding extras (flowers, photos etc) and much more.
I appreciate that as your wedding draws close, that once this is complete and replaces the existing system it will be after you have been married. However, I wanted you to know that we are working extremely hard on this and I hope that you can see that we're ultimately working on this to add in many of the features you feel will enhance our services long in to the future.
In the meantime I will keep a close eye on how your wedding plans are coming along and if you have any further queries please don't hesitate to give us a call in the office. We are always here to help you in the rest of the lead up to your wedding day.
All the best for your big Day.
Danny
Danny Waine
Director
Perfect Weddings Abroad
