Serita A.
Yelp
0 star review is what they really deserve it was my birthday celebration. I went on April 11, 2023 4pm was our booked time, they opened the doors at 4pm I walked in with my group and 2 other ladies that were dining in. I was so excited until the man at the counter started giving us a hard time. He told us after we said we booked for a hour we paid on line for a hour. He told us it was a 3 hour limit we told him we don't need 3 hours we have tickets to a show. Where does it say 3 hours its not on the site. He said he didn't care and if we wanted to go into the room we would have to pay for 3 hours because there are no refunds. I ask the man for a manager he said he was the manager. I ask him what was his name he told us it was Lu. I told him it was my birthday and my daughter paid online for a hour since no one was here can we just go in the room for an hour. He said no and he say he did not care. I told him Lu this is a business you should care I'm going to tell people about the false advertising the site do not state anything about a three hour minimum. He repeated he don't care and we're not getting a refund I told him I don't want a refund we're not tried to get over on you we just want to go in the room for an hour. I asked him can you accommodate us in any way he says no unless you pay the full three hours you cannot go in the room and he's not going to refund any money. I told him I didn't want a refund I just want to go in for what we paid online he said no he don't care he kept repeating and we kept trying to get him to understand. Lu said his boss said people can't afford to pay so they change the policy two weeks ago and made it where they pay 40% on line and then when they get there they pay the remaining 60%. I told him that we can afford to pay, that made me feel offended we have somewhere else to be after we just need an hour. We kept trying to express to him and explain that the site doesn't say three hours. Why should we have to pay for three hours? If the site doesn't tell us that it's a three hour minimum why do we get there and they say you have to pay the remaining amount when the site mentions nothing about three hours being the minimum. He said the policy was changed two weeks ago. I told him that's probably when the three hour minimum was left off if it was ever on there. I don't know because I've never been there before. It was my first time, were only coming because it was my birthday, and we had an hour before we had to be at our appointment and he just said again I don't care. I told him I was gonna tell people what was going on what he was doing by making people pay more refusing to let us in. He said I don't care who you tell so we stood there about a half an hour trying to convince him but nothing worked. Lu was not willing to help us out by letting us go in and he just kept saying no, he's not letting us go in unless we pay for 3 hours. I felt offended by him implying if people can't afford it you know why would he imply that I can't afford it I wouldn't have come there if I couldn't afford it we paid online for the time we needed. I felt disrespected by Lu customer service presented to us was the worst I have ever seen in my entire 53 years of my life. I just wonder why on that day we wasn't allowed to go in. Lu wasn't willing to help in anyway he wasn't willing to understand our side he wasn't willing to refund our money we just had to leave. This experience was very disappointing to me and my family. I felt that I wasn't treated like a human being and I was helpless, and the excitement, I had changed once I went through the door and was meet the manager Lu. I'm still sad about the whole thing and I'm going to tell everybody about my experience and make a complaint with the Better Business Bureau, Google review, yelp, trust pilot, consumer affairs review, and anyone else I can tell I put a Facebook post on Instagram, expressing how I was treated and I tried to express that to him and he said again he don't care and I said the owner should know that this is how you conduct business on their behalf. I can not believe Lu was so comfortable and not wanting to accommodate us in anyway he like it's no way if you want to go in the room you pay 60% I'm out done. There was no one to understand what we was trying to explain to Lu or expressed to him. He didn't have any reasoning he wasn't going to accommodate us. I just think, whatever happened to the customer is always right? if the site said a three hour, we would have paid for three hours, but the site didn't say that when we booked we should not have found out about the 3 hours when we got there by going to the counter. I don't understand why Lu did not accommodate us or give us our money back, but I would never be returning they kept our money but will never get any more money from me or my family. Im going to tell everybody I know about the hidden policies that they are forcing on people.