I want to start by thanking you for your business. I am grateful for the opportunity to address this situation, but unfortunately, what is outlined in this review is simply untrue. I feel that my straightforward honest response is only fair here, as I was the one who dealt with your refund request directly.
To start, I would like to verify exactly what is included in a Gold Member ticket. Gold member ticket holders get first access entry to the club, premium drinks from a top-shelf alcohol menu, a reserved seat to view the infamous Coco Bongo show and a snack.
We provide 24 hour access to our customer service team by phone call, text, WhatsApp, email, and message portal for any issue or assistance our guests require. We unfortunately never heard from you on the night of your event. As noted in your ticket instructions, our team is on standby for you at all times. This, along with our constant contact with club management and staff, is how we are able to attain such a high quality of customer service.
The day after your event, we received a refund request from you citing “driver did not show up”. As it states in our listing, transportation is not included with your Gold Member ticket. Even so, immediately upon receiving your request, we reached out to our team at Coco Bongo who confirmed that you used your tickets and service was provided. They also verified that no record of dissatisfaction arose while you were in attendance.
That said, our number one priority has always been and will always be our client’s experience, and although we were unable to offer you a refund for the reasons stated above, we did offer you two free tickets for any other night of your choosing in order to be sure that you felt satisfied with your experience as our client.
We hope that the rest of your Cancun vacation was enjoyable. Please let us know if we can be of further assistance.
After Dark Events & Entertainment