Poor Experience for the Price – Poor Communication and No Accountability
My partner and I purchased an ultra-premium hospitality package for the Monaco Grand Prix, spending several tens of thousands of dollars with the expectation of receiving a premium and well-managed experience. One particular experience, which was clearly advertised as part of the package and which we were especially looking forward to, was never provided. I reached out to the organizers several times in the weeks leading up to the event to ask how to access it and was told that more information would be shared closer to the date — but nothing ever came. During the event itself, no one on-site was able to offer any guidance, and we ultimately missed out entirely. After the race weekend, I raised a formal complaint. I received a single reply acknowledging that the experience had not been delivered and that the issue had been escalated to Formula One Management. I was told a resolution would be provided “early next week.” That was several weeks ago, and I haven’t heard a word since — despite follow-up emails. At this price point, I expected professionalism, transparency, and at the very least, accountability. Instead, I’ve experienced false advertising, poor communication, and complete silence. It’s unacceptable for any company — let alone one offering a five-figure luxury package — to treat customers this way. I would strongly caution anyone considering similar packages to think twice. Update: After weeks of silence and ignored emails, I finally received a response shortly after posting this review (probably just a coincidence…). They are now claiming that the experience was unavailable to me because it was “first come, first served” and demand was too high. This completely contradicts what I was told before the event — I explicitly asked if registration was required and was clearly told it wasn’t (I have the emails to prove this). In addition, I asked multiple staff members on-site about the experience as soon as I arrived on the first day, and none of them had any idea what I was talking about. It’s very clear to me that they are now blatantly lying to cover up their failure to deliver what was advertised. They did offer a so-called solution: I should purchase another package in the future, and then they will ensure I get the experience I already paid for the first time. Yes — that is literally the solution they offered. I am 99% certain this experience was never actually made available, which clearly amounts to false advertising. Any honest company would take responsibility and offer a real solution. Not F1 Experiences. Instead, they show no accountability, lie to customers, and expect you to spend more money to make up for their mistakes. This was the most I’ve ever spent on a sporting event — and I have been to a lot of them — but it is the worst customer service I’ve experienced.