Complaint Review: Cirque du Soleil

We were planning a trip to Playa del Carmen, Mexico and received an email solicitation from the Cirque Du Soleil located at the Vidanta resort there. They offered a 15% discount on our tickets if we made reservations before May 1st, 2022 using the promo code JOYA202219.

They provided a phone number, but did not say that the offer was contingent on the reservation being made through that number. I visited their website to see the various packages offered, the pricing and the seating available for the dates we wanted.

I booked the reservation while online but didn't see a place to enter the promo code. I called the Cirque du Soleil customer service number immediately after making the reservation (within 2 minutes), to request that the promo code be applied to my purchase.

They refused to honor the offer, saying that it was "against their policy to issue any sort of refund after the reservation had been made" - even if it was only 2 minutes ago. I then requested to cancel my reservation. They stated that cancellations and refunds were also against their policy.  The discount would have been $150 for the four tickets that I purchased (15% of $1000).