We’d like to provide an update on the issues that some of our customers experienced in relation to the luxury camping facilities provided at this weekend’s Hop Farm Festival.
Eventim UK was asked by the event organisers to provide an online booking service for accommodation at the Hop Farm Festival. We published the details for the accommodation provided to us. Regrettably we were advised close to the event that through circumstances beyond the control of the organiser, the suppliers of the luxury camping facilities would no longer be providing such facilities. The event organisers worked hard to find an alternative at short notice and asked us to offer customers a full refund or an exchange to less superior accommodation and a partial refund.
We were provided with details of the replacement accommodation which we shared with everyone who had booked Tipis and Snoozeboxes. Both the event organisers and ourselves were surprised and disappointed to discover that the details of the replacement accommodation did not reflect what was actually delivered by the supplier brought in at short notice, but by this stage all that the event organisers could do was to try to address the shortcomings, and let customer’s know they would provide a further refund, which we at Eventim will process.
We’ve seen various communications suggesting that Eventim is at fault for customers not receiving the standard of accommodation expected and would like to re-iterate that we are responsible for the online booking service and providing customer service for ticket purchasers. We provide feedback to promoters and event organisers for whom we act as an agent and seek to help resolve any problems customer’s experience in relation to an event.
The majority of feedback we’ve received from this year’s Hop Farm has been very positive but there are a few customers who have unresolved complaints in relation to the replacement accommodation provided. We’re working hard with the event organisers to provide an acceptable solution and either one of our customer services team or the event organisers are already, or will very shortly be in touch with these customers to resolve the situation.
Thanks to everyone who came and made the event a success. We look forward to welcoming you back next year.
The Eventim team.