Dennis
In follow up to COVID-19 and Trustpilot…
In follow up to COVID-19 and Trustpilot recent review. I have to agree with his first post. I had 12 players of which most were 60+ heading to Mesquite for 5 days of golf starting April 7, 2020. I contacted Golf Zoo around the 10 of March and stated we were concerned about the pandemic and were not sure we would be able to take a chance. I was informed that since i was notifying them within the 30 days we would be charged a penalty. I stated were weren't cancelling yet and waiting to see what happens later. As we all know the pandemic got worse and a lot of things were closed and air travel was not being recommended at that time. I called to cancel around March 25 and was told there would be a $150 charge for cancellation per player. I express my disappointment. The next day i was informed that i would only be charged $75 per player. Again expressed my disappointment. Wanted to wait until I received my credit before I wrote this review, just in case. Was notified today that the additional $75 per player was credited to my account, but still be charged $75 per player. Now my review. Although I think Lori Greene was a good person to work with, their cooperate office is extremely disappointing and feel they took advantage of the situation. I have been informed that the $75 per player will be credited to a future trip, that is not the point. I will have to think whether or not we will use them in the future, since "What happens if". With the response I received from Golf Zoo corporate office I am modifying my initial review to down grade their customer service to 1 star. Apparently they treat their customers differently. From your explanation and I’m assuming, you are asking those golfers who had to cancel due to this recent pandemic and advised by the administration not to travel, to finance your company through this pandemic. In addition golf courses, hotels, restaurants etc. in Nevada were closed. I understand that federal funding was recently passed and available to assist those employers to help maintain their employees through this pandemic. I was hoping you would honor my request as you did for Albert Palladino when you refunded 100% of his fees. I’m not sure why your response to my question was different than his. I sincerely hope you didn't differentiate with other customers the way you are handling my request. Just to give you an example of good customer service. In 2018 we went through Meridian Condos and Resorts in Scottsdale and when the Bomb Blizzard hit Denver in March 2018 we had to shorten our trip and Brad Meade was able to get us a refund for our condos and golf with basically no questions asked. Now that is customer service.
Response from Golf ZooApr 22, 2020
Dennis - thank you for pointing out that we did change our cancellation fee into a credit for future travel. As a company, Golf Zoo is in good shape to withstand this crisis but it would be extremely difficult to keep all of our great employees on board without layoffs or worse if we did not have some funds to help offset our transaction expenses already incurred. Our revised cancellation policy where we have turned our cancellation fee into funds to be held for future travel gives us the best chance to weather the storm with our staff intact while still being fair to our customers. Hopefully, you can understand how important it is for us to try to help our people keep providing for their families and have them here ready to help you plan your next golf outing.