ComplaintsforClub Getaway
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Complaint Details
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Initial Complaint
08/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I (as well as aprox. 500 others) signed up and payed for for an event in the fall of 2019. The event was anticipated to occur in the fall of 2020 & was cancelled due to Covid in July 2020. At that time, we had the option to get a refund or roll our reservation over for the same event, which was to occur in September 2021. In April 2021, when things were looking extremely promising, we were offered a refund or to roll over our reservation again. However, despite Delta & other variants have becoming a major issue in recent weeks and causing breakthrough infections, Club Getaway has refused to issue refunds or cancel an event still set to occur in mid-Sept. Their safety protocol does not address the new variants & the protocols which they claim to follow, appear to not be being adhered to in photos posted on their social media pages; Attendees & staff are not being required to wear masks, attendees are being seated VERY close to each other, & there is no ventilation in dining areaBusiness response
08/24/2021
The event that this customer is referring about, is a white label event that hosted by an outside production company that rents the Club Getaway facility and utilizes Club Getaway’s programming. Business decisions such as refunds, cancelations, postponements are up to the production company and not Club Getaway.
Club Getaway follows all local, state, and federal regulations regarding COVID for each event that we host on property. We have an experienced medical advisory team that has been advising us on protocols to keep each guest safe while on property. Protocols include, testing each guest upon arrival, checking vaccination status of each guest, as well as doing activities and meals outside or under a tent.
For this event, the producers, along with Club Getaway’s recommendations, have been very aware of the comfort levels of each individual, and as the customer who filed the complaint has mentioned, has changed their cancelation policy on several occasions to accommodate customers who may not be comfortable attending this event. These decisions are up to production company and not Club Getaway.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.