I am writing this review based on my experience with Marrakech Magic Theater and NOT Jay Alexander. I can't write this for Jay as he was not available for our show. We purchased two tickets for the Friday 3/7/25 6:30p show. We showed up at 5:30p since everything said to come an hour early for drinks and appetizers and preshow magic. When we arrived they informed us that Jay was sick and that they had another amazing illusionist performing in his place. They said we should have received the email earlier. When I was told this, I immediatly looked through my emails on my phone and did see an email sent 40 minutes before we arrived. Not exactly the advance notice I would have anticipated. I never saw the email as I do not sit on my phone and check my email every hour. So what were our options? Make a stink and walkout while demanding a refund or since my wife and I had just arrived earlier that day from South Carolina, and we were planning on a fun long weekend to celebrate our 35th Wedding Anniversarry, not let this hiccup get us off track for the rest of the weekend. We decided we had no place else to go, so lets make the best of it. They comped an appetizer after I requested it and we went on to enjoy the evening. Only 6 people (three couples) were attending the show and Kris Bentz was the replacement headline performer. This intiment small crowd show allowed for everyone to participate. While Kris was good, I don't think he was the calibur of Jay and would not have drawn a $55/head price tag. His foam ball, card, and rope tricks were performed very well and his slight of hand was impressive, but except for the final illusion, I felt like I was at an opening act magic show that had been elevated to the headliner. The show was right at an hour long, so shorter than anticipated. I don't like writing critical reviews, so I do not intend this to be dispariging. I simply do not feel the show was worth the price tag and I am disapponted Jay was not available.
Ответ от хоста
Mar 2025
We sincerely apologize for any disappointment regarding Jay’s absence from your show.
Unfortunately, he had an unexpected emergency but made every effort to ensure guests still had an enjoyable evening rather than facing a last-minute cancellation. His commitment to customer experience is reflected in our consistently high ratings.
Despite the situation, he arranged for a highly skilled replacement headliner, ensured emails were sent, and our team attempted to contact all ticket holders by phone. However, as your booking was made through Viator, we did not have access to your direct contact details, which made reaching everyone more difficult.
Most guests were successfully notified and offered rebooking options, but we regret that you were not informed in time. We always aim to provide outstanding service, and guest satisfaction is our top priority. Please don’t hesitate to reach out to us directly if you would like a refund or to discuss this further, we’re happy to assist in any way possible.