In a time when people can easily do their own research and travel arrangements online, I would expect that a travel agent (particularly a wedding travel agent) would go above and beyond to make the experience perfect and try to show that there is a benefit to using their service. I did not feel there was any benefit here, there was actually ADDED stress, and if I could go back I would just tell our guests to book on their own. More than half of them did anyways because it was easier and they could get the flight times they wanted by booking on their own rather than using Keana.

Keana was very quick and responsive to me during the resort selection process and securing the booking, I will give her that.

But once everything was booked and guests had given deposits it just dropped off. When we booked, the actual flight times weren't released yet. Keana assured us that flights Toronto>Cancun were always pretty standard departing in the morning, returning in the afternoon. I actually had to check Sunwing myself to see when they were released and follow up asking her for the details. Then I asked her to email all my guests and give them their flight times, to which she replied she will send it next month... The flight times were awful even though she had assured us they would be morning/mid-day. She had allowed our whole group, including a lot of small kids, to be put on a flight leaving Cancun at 10pm/arriving home at 2am. I had to push her to get us moved over to the better option that was leaving Cancun at 1:30pm. Many guests on different itineraries were also on very late flights which is why I had asked her to send the details out ASAP so guests knew and could figure out what they wanted to do. A lot of them ended up cancelling with her to book other flights/packages on their own. Our packages were specifically with Sunwing, but it's not like Keana works for Sunwing so I'm not sure why she didn't offer to help guests book better flights on other airlines or do something to help.

Another guest waited over 2 weeks to get a quote from her on changing their trip to a shorter stay, then they just decided to phone Sunwing themselves and got the quote instantly from someone on the phone.

She sends templated copy-paste emails that are not at all personalized to the group or the destination, sometimes not even answering the actual question that someone asked but just pasting a generic response that doesn't address the question.

When she emailed us our seat assignments, they had me and my husband in a different row from our 3yr old twins. (us in row 7, the kids in row 28...) When I brought it up to Keana she said "oh yes this is the second time this happened to me this week". So if this has happened before, why would you not check it before sending it out?! Why send a bride 1 month away from her wedding into a panic about not being assigned seats near her kids, and add an extra thing for us to be worried about. She could have taken 5 minutes to check it first and had it fixed before it ever came to my inbox.

The whole point of using a travel agent should be that it's seamless and stress free. Especially when it's for a wedding where we have a hundred other things to be worried about on top of travel. She needs to be way more detailed oriented and focused on creating a perfect customer experience. You are helping with people's WEDDINGS not just any old vacation.. I felt embarrassed that we made all our friends and family deal with this and make their travel and bookings so complicated.

When we arrived at the resort Keana reached out to see if everything was good and there was anything she could help with. There was 1 issue around room assignments and us not getting a specific room # we pre-paid to select for my parents. So I informed her, and she just said she could not help with that and I would have to talk to the resort myself. Then why reach out to offer help if you are not going to even try to help..? I just don't feel like Keana helped us with anything that we could not have done ourselves.

Kara was so much help with everything planning our wedding in Puerto Vallarta this past November. Kara made all of the travel plans for us and all of our guest worry free as well as being such a help with every detail.

I cannot say enough AMAZING things about Kara! She is knowledgeable, helpful, and goes above and beyond. I am so glad I stumbled onto her Pinterest page. We are still in the beginning stages of planning our destination wedding with her and I couldn't imagine doing it without her. I urge EVERY bride that is thinking about a destination wedding to call her!

This is the first time we have booked with Kara and it was an absolute pleasure! She was super responsive to our calls and emails. She gave us lots of options however when we change our plans and she was very accommodating with that as well.
Her professionalism and happy spirit was wonderful! We highly recommend Kara and would not hesitate using her again. We are very much looking forward to our wedding at the end of year.

Working with kara was an awesome experience. Unfortunately a few days after I signed my contract all the people that said they could go to the wedding all backed out and I didnt have enough people for a group so i cancelled. Kara was so professional went I told her I had to cancel and she made sure that bo unexpected fees we gunna occur. I would recommend her highly she is so understanding, helpful. You can tell she loves her job with the effort she puts into her work.