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Disappointing customer service and refund process
亚斯码头赛道的点评
点评：I purchased the Trackside Staycation package for AED 2,050 as a birthday experience for my partner. The website stated under the Offer Eligibility & Terms that rooms must be “booked by 31 August 2026”, so I contacted Yas Marina Circuit on 21 June to arrange the hotel stay for our October trip.
I was then told the stay itself had to be completed before 31 August. I raised the discrepancy in the wording several times, but my concerns were repeatedly dismissed and I was told the booking was non-refundable.
After over nine weeks of emails and escalation, Yas Marina Circuit eventually agreed to a full refund. However, I have received no apology for the confusion or the way my complaint was handled, and I am now facing a further 2 month lengthy wait for the refund to be processed. Refunds should only take 10 workings days
Very disappointing customer service. I expected far better from such a well-known venue. Unfortunately, after this experience, I would not book with Yas Marina Circuit again.
I was then told the stay itself had to be completed before 31 August. I raised the discrepancy in the wording several times, but my concerns were repeatedly dismissed and I was told the booking was non-refundable.
After over nine weeks of emails and escalation, Yas Marina Circuit eventually agreed to a full refund. However, I have received no apology for the confusion or the way my complaint was handled, and I am now facing a further 2 month lengthy wait for the refund to be processed. Refunds should only take 10 workings days
Very disappointing customer service. I expected far better from such a well-known venue. Unfortunately, after this experience, I would not book with Yas Marina Circuit again.
翻译：我花了2,050迪拉姆购买了“赛道旁度假”套餐，作为送给伴侣的生日礼物。网站上的“优惠资格与条款”一栏写明，客房必须“在2026年8月31日前预订”，因此我在6月21日联系了亚斯码头赛道，以便安排我们10月份的酒店住宿。
然而对方却告诉我，实际的住宿也必须在8月31日前完成。我多次指出这一文字表述上的矛盾之处。不过我的担忧屡次被无视，对方还坚称预订不可退款。
经过九个多星期的邮件沟通及多次升级投诉后，亚斯码头赛道终于同意全额退款。然而，对于由此造成的混乱以及我的投诉处理方式，他们并未向我致歉。如今，我还要再等待两个月才能让退款到账——而按规定退款流程本应在10个工作日内完成。
客户服务实在令人失望。对于如此知名的场馆，我原本期待能获得更好的服务体验。遗憾的是，经历过这次之后，我不会再预订 Yas Marina Circuit 的服务了。
然而对方却告诉我，实际的住宿也必须在8月31日前完成。我多次指出这一文字表述上的矛盾之处。不过我的担忧屡次被无视，对方还坚称预订不可退款。
经过九个多星期的邮件沟通及多次升级投诉后，亚斯码头赛道终于同意全额退款。然而，对于由此造成的混乱以及我的投诉处理方式，他们并未向我致歉。如今，我还要再等待两个月才能让退款到账——而按规定退款流程本应在10个工作日内完成。
客户服务实在令人失望。对于如此知名的场馆，我原本期待能获得更好的服务体验。遗憾的是，经历过这次之后，我不会再预订 Yas Marina Circuit 的服务了。
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