This weekend I attended the Adjacent Festival in Atlantic City on 5/27 and 5/28. The festival market is incredibly saturated and competitive so at this point I am holding all festivals to a high standard. Especially one run by TicketMaster. While the music acts were incredible, the festival itself in my opinion was disorganized and treated its customers poorly.
First, upon arriving at 11:30 AM to get in line to enter the festival at the doors time (12:00 PM) more than enough time to see my favorite band at 1:00 PM. To be clear I planned an hour and a half of extra time to ensure that I could get inside by the time my favorite band was to play, Drug Church. We discovered after waiting more than an hour that they were not even letting people in at the doors time. The rumor was that the scanners were not working. People did not start entering the festival until at least 12:45 which was 15 minutes after the first band was supposed to start playing, so they played to very little or no people, kind of insane to pay several hundred dollars to not be able to see all the content that I was promised and paid for, but ok.
Then we get inside to try and seek out water to fill our water bottles that we were told we could bring expecting to be able to access water freely. Nope, the line for water was more than an hour. By the second day this had died down, but one water stand????? **It turns out there were more, but where were they? Not in an easily accessible place and they still only had 4 spigots. So potentially 12 water spigots for 20,000 people. Not to mention that there were signs posted reminding you to stay hydrated. There were at least 50 places to purchase alcohol and water, but no places for the free water we were supposed to be able to access. To be clear between my whole group we probably spent close to 500 on alcohol and food which is to be expected, but water access should be free and easy. Especially to prevent dehydration which is incredibly common at festivals.
It was also advertised that re-entry was allowed. Turns out, more restrictions that were not communicated prior to the festival beginning. You could only exit and reenter once AND it must occur before 6 PM. Except that this was not entirely true, many fans re entered after 6 pm. I was not able to do even that because my tickets were transferred. Even though I paid for them somehow a transfer downgrades my customer status. So the food and water I planned to have in my car was not available to me because of another uncommunicated restriction.
Ok now I'm stuck inside this festival for at least 12 hours so I expect my basic needs (food, water, bathrooms) to be available to me without too much waiting or effort. Lines for food and water insanely long, toilet paper ran out of porta potties by 2 pm each day. It just seems kind of insane to me that a festival being run by the largest concert provider in the country, maybe the world can't even budget enough for toilet paper.
If you make a mistake as an event planner you need to communicate it to your customers and make it right. We deserve a partial refund or credit towards another event.