Thank you for taking the time to give us your feedback regarding your wedding abroad during the summer. Firstly, I was really pleased to hear that you had a great wedding, as all of our team, both here in the UK and overseas work extremely hard to ensure that this is the case.
I was sorry to receive your comments regarding the speed of messages that you were receiving from resort. I have personally reviewed your Online Wedding Profile and can see that on almost all occasions a message was sent to you within a couple of days of you asking a question - the only exception being during the busiest point of the season (either side of the May Half Term week). I apologise if this did not meet your expectations but our in-resort wedding coordinators were out attending weddings every day during this period.
Following feedback that we had from other couples who had married abroad with us over a number of years, it led to us implementing the Online Wedding Profile system that you used. This was created from the resources that we had available to us (both financially and time-wise) and was the best option available to us at the time.
With your feedback in mind and also my ultimate dream of improving this service, 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, automatic wedding confirmation pack generation, 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. This is set to go live early in 2014.
Over many years we developed this way of working for many reasons, the main one being that when things were purely done by telephone there were often problems when couples arrived in-resort as things were missed or misunderstood. The Wedding Profiles give each couple, our UK and in-resort teams full transparency over every wedding.
We do advertise fully-inclusive "Celebration Wedding Packages" that do include everything (eg, Wedding arrangements, ceremony, reception, entertainment, legal fees, registrars fees and so on). We work extremely hard to market these fully-inclusive packages for couples who wish to book them. I checked your file and can see that you booked one of our Sweet and Simple Wedding Packages - "Romance". As reflected in our Wedding Confirmation Pack there are additional fees that are payable in-resort, over and above these wedding packages. Going forward we will do our best to make this clearer in our correspondence with couples.
Finally, I really appreciate you taking the time to provide us with your feedback and I can promise you that we have taken this onboard to improve the company going forward.
I wanted to take this opportunity to wish you both all the very best for the future.
Danny Waine
Director
Perfect Weddings Abroad
