This experience was dreadful, disorganized and filled with excuses. We selected this experience to celebrate our 5th anniversary and to get the nightlife feel. We did not get what's being advertised for the money being paid. Firstly, the pickup vehicle is as advertised, and upon entry 'No habla ingles', but we were informed that others will be travelling with us to Drink Point, which we were not aware off. While we was ok with the adjustment, we would've like to know that in advance. Secondly, I asked about the champagne and was provided with an excuse that they were not prepared due to short notice. We booked August 16th, experience was August 21st. The operator said they would provide us the champagne on the next travel and to compensate (once I pushed back) he will deliver two (2) bottles and flowers at the hotel (I knew this wasn't happening). Thirdly, when we arrived we were dropped in an open square and rushed by Infinity's club promoter and locals trying to sell drugs (do your thing bro, but we not interested). Upon discovery, Drink Point does not have a cover charge and we were not escorted to a VIP entry our table reservation. Once we realized we had to fend for ourselves we ended up paying $40 USD to get into Infinity to stand up as every spot you have to reserve. I reached out to the operator to informed them of this and oddly three (3) other persons messaged me on WhatsApp informing that I need to pay $250 for a bottle to remain at a reserved table (we had none). Either way, we ventured into Drink Point to understand what's going on and was not going to pay another $250 just for a bottle when we still didn't get what we paid for. We ended up staying in infinity for a while and at that point we felt our safety was at risk, so we immediately requested pickup. Again, a new person collected us and was speaking english. The manager RESPONSIBLE for us was not helpful one bit. I would not recommend this experience at all your cell number seems to get passed around. Even the club security guard was able to show me the photo I sent to the manager and he still was no help.
Thank you for taking the time to share such detailed feedback. We are truly sorry to hear that your anniversary experience did not meet your expectations. First and foremost, we sincerely apologize for the confusion and frustration you experienced throughout the evening. We understand that you chose this experience to celebrate your fifth anniversary, which made it especially important for everything to be well organized and handled with care. We are particularly concerned about your comments regarding the situation upon arrival and the concerns you experienced regarding your safety. Our guests’ safety and comfort should always be a priority, and we are taking your feedback seriously. We will be reviewing what happened with our operations and transportation team. We also apologize for the confusion regarding the champagne, flowers, VIP access, table reservation, and the additional payment requests you received. These details should have been clearly explained before and during the experience, and we understand why receiving different information from multiple people was frustrating and concerning. We are also sorry that you felt your personal information was being shared among several people. We understand how uncomfortable that can be, and we will review the communication process with our team to prevent this type of situation from happening again. We sincerely regret that we were unable to provide the special anniversary experience you were expecting. Your feedback has been shared with our team so we can investigate these issues and improve the way we coordinate our VIP nightlife experiences. Thank you again for bringing this to our attention. We are genuinely sorry for the experience you had and hope that, despite what happened, we can have the opportunity to regain your trust in the future. Best regards, **Juana**
