Beatriz Diniz de Azevedo Ribei

I had a EXTREMELY FRUSTRATING AND DISAPPOINTING EXPERIENCE at the New Year’s event, and the handling of my complaint has only made matters worse.

My friends and I purchased tickets in advance through Kide.app, confident that everything would be organized. When we arrived at the venue before midnigth as the rules said, we validated our tickets and received wristbands. One of our friends SPECIFICALLY spoke to one of the managers present and he assured us that we could leave and re-enter later without any issues, as long as we had our wristbands or stamps.

So with that information, we put our wristbands, left and returned shortly after midnight, expecting smooth entry as promised. However, we were told to join the same long queue as those who hadn’t purchased tickets in advance. Despite explaining the situation and showing our wristbands, we were denied priority entry.

We spent almost tree hours waiting in the cold, with no resolution or proper assistance from the staff. The lack of clear communication and proper organization ruined what was supposed to be a celebratory night. Seeing no progress in the line, it became clear that there was no real chance of getting in. We eventually left, FRUSTRATED AND DISAPPOINTED, WITHOUT EVER ENJOYING THE EVENT WE HAD PAID FOR.

After the incident, I sent two emails to the venue asking for clarification on how to proceed, but I received no response for over two weeks. Frustrated, we decided to visit the establishment and speak directly with the manager. The manager contacted the staff from that night, and we were told that the team "remembers" never informing us that we could leave and re-enter, and that the policy was the opposite. ESSENTIALLY ACCUSING US OF LYING. THIS WAS BEYOND DISRESPECTFUL.

We were assured that we would receive a response to our email after this discussion, but days later, I am STILL waiting for any follow-up from the venue.

This lack of accountability and respect is UNACCEPTABLE, and it has turned what could have been a simple resolution into an even worse experience.

I CANNOT RECOMMEND THIS VENUE, ESPECIALLY FOR EVENTS, UNLESS THEY MAKE SERIOUS CHANGES TO THEIR CUSTOMER SERVICE AND ORGANIZATION.