Reviewed on Aug 31, 2020

My fiance and I had our wedding planned for June 6th at Pueblo Bonito Pacifica. Needless to say, we were unable to travel to Mexico due to COVID travel restrictions. Many of my friends were planning to get married in 2020 and all of them have had to reschedule or make other plans. I am the only person I know who has had such trouble canceling and receiving their funds back. We, of course, did not willingly cancel our wedding, but we could not put our friends and family at risk and ask them to make this decision. Pueblo Bonito Pacifica has been terrible to work with during this experience. No one has picked up the phone to call me to discuss the cancellation. I have been working to get my deposit back since April. First, I was told I would not be getting my deposit back since they were planning to be open. This was extended every month until we finally hit May 30. 6 days before our would-be wedding. It will finally determined they were extending the closure until June 8th. We were told our deposit would be refunded to us within 60 - 90 days. We provided the requested information. Here we are - 100+ days later and still no deposit. The contact is claiming she is waiting on her accounting department, but will not share any additional contact information or help to get this resolved. We were paying for our wedding ourselves. Both of our jobs have been affected due to COVID and the hotel is not keeping up their end of the deal. The contract has been broken. I would think twice before booking your wedding here. This has been a devastating experience.

Guest Type: Bride
Wedding Date: Jun 1, 2020