Genuinely Disappointed
Late review from my June 12th wedding, but finally able to regroup and write down our experience.
Overall: Made me feel like crap for asking them to do their job, they were horrible at communication, and did NOT deliver as promised. DO NOT RECOMMEND
Sharon and Christina were great when we were first looking at destinations. We selected a resort and they booked it no problem. Then we had to move our trip because we delayed our wedding. Again, no problem. After that though, the communication was horrible. Our resort, by not fault of BroadHill Travel, was demolished. However, my fiancé and I found this out from a very short, unprofessional email that lacked empathy, basically saying “BTW your resort is destroyed. Here is a list of ones you can pick from to replace it”. After my fiancé and I doing all of our due diligence, we picked a resort from that list –to be honest, we kind of felt pressured into just looking at the ones on the list because it felt like WE were inconveniencing them. After we selected the new resort, I discovered that our room was downgraded from the original hotel. When I brought this up, they stated that it was because we were technically being upgraded to a more expensive resort. It took about two months of me going back and forth with Broadhill to get them to respond to me. Every time I spoke to them, I heard all about how horrible Apple Vacations was and how much time they spent wasting their time on the phone with Apple to get this resolved for us…which made me feel like I, yet again was inconveniencing them. Eventually, they must have been sick of me reaching out because they e-mailed me saying that they were fronting the additional cost to get us back to the room we originally were supposed to have. Fast forward to the week of our wedding. We finally get all of our paperwork (which again – was a process and I heard about how long they had spent on the phone with Apple Vacations), I ask a several questions because we have never been to an all inclusive before. They assured us that we had everything set up for the honeymoon package, and that there was nothing else for us to do but enjoy our trip….We finally get to Mexico, and unfortunately there was a tropical storm so we didn’t see the sun at all (no fault of BroadHill Travel). However, it was “seaweed season”, which meant the beaches were covered in seaweed, to the point where you could barely see the water – which they failed to tell us. We would have looked a totally different area if we knew this information. They also failed to tell us that 4 out of the 8 restaurants had a dress code. So, we had to scramble to find pants for my husband (ended up in borrowed hotel worker pants). When we arrived, the hotel had us booked as an anniversary, rather than a honeymoon, and the honeymoon package that BroadHill promised we would have, was completely wrong. Finally the transportation that was supposed to take us home, was late so we BARELY made out flight back to the US. BroadHill never even followed up to see if we enjoyed our trip. Honestly, I will NEVER use this group again.
