Escape Level 6

Customer
made a booking on January 19, for January 25 at 4:30 pmCustomer
calls about 2 pm January 25 asking for a refund for the 4:30 slot that day. I
politely tell the customer that the 2 hour notice is insufficient for a refund.
The customer gets loud and agitated saying she got sick 4 days ago and thought
she might be okay by Saturday, but that she isn't better and should be
refunded. By this time her
boyfriend/husband starts swearing in the background about how simple it should
be to get their money back. I explain to
the customer that our policy does allow refunds as late as 12 hours in advance
as stated during the booking process that requires agreement, but not as late
as 2 hours prior to event. She starts
demanding that she gets all her money back and that it isn't fair any other way
because she's sick. The swearing in the
background picks up to the point she mutes the phone. I look through the policy to confirm and
reiterate the 12 hour minimum. She tells
me that her friends and everyone she knows will never come to us because of how
badly I treated her, and she will always recommend Escape Room Hershey over
us. I again apologize for her illness,
and that it's unfortunate she didn't try to cancel or reschedule sooner, but
that's our policy.A little
while later, the man who was swearing in the background calls demanding a full
refund or he'll leave bad reviews everywhere and contact the Revdex.com. I again explain our policy, and
that we would have gladly worked with them if this was handled in a more timely
manner. All our
reservations are private. This is a
system that allows us to be the most generous to the largest potential group of
customers. Once a booking is made, then
nobody else can book (every room is private).
When they made their reservation, they blocked anyone else from booking
that room. It would be unfair to reserve
a room denying anyone else entry, only to cancel just before start time and
then argue, "Because I'm sick" I should get a full refund. Before they
called to cancel that day, 3 other groups had to be turned away because the
bookable slots were taken (one of them being this customer). No venue would refund that late, nor venture
outside the company policy that the customer explicitly agreed to. Whether escape room, football stadium, dinner
theatre, opera, or probably any other event that has limit seating and a
definitive start time scheduled where the tickets are sold in advance. We have the most generous policy that I have
ever seen, allowing refunds as late as 12 hours in advance. And it has worked for every other customer
until this couple chose to get loud, obnoxious, and bully us. It would have been better for everyone if
they cancelled for a full refund when she got sick 4 days prior and allowed
someone else to book the slot.Again, we're
sorry she got too sick to play our escape room, but we were just trying to
follow the company policy she agreed to.Incidentally
I screenshot the place she mentioned by name to us’ cancelation policy, Escape
Room Hershey.Michael V