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Business Profile

Entertainment

Revel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:04/01/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Thursday night we attended a concert at their venue. Months in advance, before i bought tickets and prior to the concert I inquired about ADA accommodations. My mother is in a wheelchair, so we would need accommodations. I got a swift response that all ADA guests would be seated above the GA crowd. When arriving, this was not the case. A small section in the back of the venue was set up for ADA. Behind the full GA crowd. The landlord/owner stated that his employees Do not know anything and there was nothing more he could do. He told people if they were unhappy, that they could leave. At most concert venues, the facility does not let ADA guests sit in the crowd but the landlord told my mother he didn't care if she was safe and that she could sit on the barrier, in the crowd. Multiple guests were advised they could just leave if they were unhappy. I am requesting a refund due to the disregard for safety on their disabled guests. We were advised we would be put in a safe place, but that was definitely not the case what so ever. And Multiple guests were advised that the balcony would be the designated spot ot ADA guests. We paid 140$ for tickets when the venue had NO CARE for their ADA guests and even told them to leave.

    Business Response

    Date: 04/04/2024

    First, we apologize for any inconvenience caused to the guest. As a new venue, Revel is fully ADA compliant and we do our best to be accommodating. For this specific event we were overwhelmed with the number of ADA  guests. This is the first time we've had this sort of issue so in response we are going to hire an ADA consultant to help us do better in the future. ADA seating varies show to show and we acknowledge the confusion caused by the message. 

    As for a refund, it does not appear this customer purchased tickets through our ticketing system, *********. I was only able to search the name attached to this complaint so perhaps they were purchased under another name. Unfortunately, we are unable to offer refunds for tickets purchased through a third party seller (******** ****** **** ****, etc..).

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