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ComplaintsforGaylord Palms Resort
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Complaint Details
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Initial Complaint
12/17/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I bought tickets to see their Cirque: Spirit of Christmas show on 11/14/21, their show took place on 12/12/21 at 1pm. I paid $88.10 and the order number was XXXXXX. I did not receive what I paid for. Their advertisement of the show is misleading. They claim a "broadway style show" and their pictures show the production occurring in a dark theatre-like atmosphere with the drama of lights (as is expected of shows). Nowhere in their advertisement do they let you know that the show is occurring in an atrium, so if you want the experience they are advertising you need to purchase tickets for the night show (again, they do not let you know this information). That omission of information makes it impossible for one to make a proper decision on whether or not the show is right experience for them. Had I known that I would be seated in assembly style seating (with chairs just lined up) and that it was in an atrium (meaning my experience placed me not in a dark theatre as the pictures advertised, but in the bright sunlight where the lights and drama of the production (that I paid for and was expecting) did not exist) than I would have not purchased those tickets. I contacted them twice, once on the phone and once through email to let them know that their advertisement is misleading and I did not receive the experience I paid for and their response was pretty much "Oh sorry, please enjoy the rest of your day." They also admitted that if I wanted the experience pictured that I needed to purchase night time tickets, which again, they did not advertise or provide that information on their website so I had no way of knowing this and planning accordingly. As a consumer it is infuriating to not be given an accurate depiction of what one is purchasing. They misled me through false advertising, through omission of information, and, again, my experience of the show was not the one I paid for, the one advertised.Business response
12/23/2021
Business Response /* (1000, 5, 2021/12/20) */ We have worked directly with the guest to resolve their concerns. Consumer Response /* (2000, 7, 2021/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
21 total complaints in the last 3 years.
4 complaints closed in the last 12 months.