Austin Trail of Lights Bought VIP Package for $100+ -- Service Package was misleading, turned away for everything that wasn't free Austin Texas

My (Unheard) Letter to ATOL:
 
Hello, this is Melanie Rice. I had purchased a ticket online on December 13th for a VIP pass to include me and my daughter.
I have saved up for 2 months so that she could enjoy the Trail of Lights and ride the ferris wheel.
The services you mentioned on the pass were not provided:

- no parking attendant or workers knew where VIP parking was. It took us 2 hours, including stopping and asking parking attendance which way to the VIP parking.

- eventually, in order to get at least one hour in, we ended up paying for parking and paying for a pedicab. Two services that were offered for free using this past. Again, we could not locate the VIP parking and we're only given these instructions (see attached - a photo of a screenshot).

- once we finally did make it into the main entrance, we were ambiguously pointed in two different directions to go get VIP wristbands because showing the ticket on the mobile app "was not enough proof" - however, most of the vendors let us through the zip pass places just by showing the pass which was confusing and inconsistent.

- snacks and drinks we're limited to one hot cocoa between me and my daughter and three cookies. That hardly constitutes free snacks and drinks.

- I don't drink alcohol but I still had a drink ticket I wanted to use for any other drink offered, however I was denied because I was not a "zip pass member"

- after being told we were in the wrong location and asking several people where we could go to get to the ferris wheel we were met with "I don't know". No one was at the trail information booth and we needed water at this point since it's becoming hot.

- We finally arrive at the ferris wheel at 9:45 - 15 minutes before y'all close. There was no line and no wait. You turned me and my 4-year-old daughter away knowing y'all had time left. The two women in front of me were very angry with these Services as well after seeing my four-year-old daughter go from dancing to crying.

- upon leaving, I finally see the VIP parking pass at the exit. I turned around and was yelled at by the staff that this was not a reentry. I showed them my ticket and they said "Oh by all means go ahead." I did not want to be in the VIP lounge. They should have offered to take us back to our car and instead offered us the place to sit down. At the end of the trail....

This is not okay. You can't yell at me in front of people, turn around to say it's okay. In the whole Trail of Lights you have this one tiny place for VIP that no one knew how to get to and no one would let me in.

Disappointed is an understatement. I really wanted to make this day special for her and I saved up to pay for the $100+ experience and left in tears after what your staff told me and my daughter.

I know y'all are adamant about the refunds and exchanges but this is unacceptable.

Please rectify this. Honestly, we just wanted to go and ride the ferris wheel. I don't want to create any type of conflict/ situation. We visit every year and I just wanted this one to be special.
Is there any way you could grant us tickets for parking and the ferris wheel? For what we paid for the services and how much they did not match the description, direction, or disposition of your festival staff is unacceptable.