Complaints

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I reserved a foursome on Golf Now to play golf at Killian Green on 2/16/24. The reservation was for 4 players. On Friday only 2 players showed and we paid individually and at the same time I notified that 2 players were not showing. I tried to call by phone to notify that 2 players cancelled but, I noticed that Killian Greens doesn't have a telephone number for cancellations just an email. Anyway I cancelled it on Friday. Later that day Killian Green charged me $80 for not notifying 24 hours in anticipation. I understand their terms and conditions but, I feel this is abusive. No other place of golf penalizes for not showing up as long as some of *********** in the foursome show up to play. This is the only place that works that way. They changed the system recently and I didn't know they work that way. If they want to go by their rules, I would like to inform you that all the time I have played at Killian Greens my tee time reserved and paid is not respected or enforced because there are other groups in front of me using my tee time and I end up teeing off 20 to 30 minutes later. Sometimes, I don't start from hole #1 because is crowded and they send me to start in hole #**. Also, it delays my round to the point that I can't even finish my round in daylight and pay for 18n holes and I only play 14. After all the inconvenience, I don't penalize them or complain. So, they can tell me they fulfil their contract. Their rules are not human or fair, they're just abusive. I would like a refund of $80.

  Business response

  02/29/2024

  Good afternoon,

  We can confirm that the mentioned client did visit our space on the specified day and time and initially booked a quartet. I would like to clarify that our 24-hour cancellation policy has been in place for many years and is clearly stated on our reservation pages. This policy allows us to offer cancelled seats for sale to make our availability profitable, especially during high season.
  
  However, we understand that emergencies or last-minute events can occur, and in such cases, clients can send us an email to request forgiveness for the No Show Fee. We often cancel bookings with clients even after 24 hours, provided there is an email contact.
  
  It is important to note that our policy is so explicit that clients must check the box indicating that they have read and accepted our terms and conditions before checking out. Therefore, it is not acceptable for clients to claim that they were unaware of our cancellation policy. See file attached

  Best 

  Customer response

  02/29/2024

   
  Complaint: 21334791
  
  I am rejecting this response because: 

  Killian Greens term and conditions are absurd and abusive. Other golf parks are flexible and understanding when it comes to no show situations. They're just taking advantage of me. I will never ho to that place ever again. I will advise my friends about this. 
  
  Sincerely,
  
  *****************

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