Grandstand Motor Sports Reviews

Thanks for taking the time to send us your feedback and following on from our discussion on the phone I am very sorry to again learn that you feel we could have done better when it came to service. We did have representatives at the event throughout the weekend from Friday through to Sunday and I am sorry you didn't see us. Although we didn't have a formal meeting point in the hospitality, we did send out detailed instructions for the weekend including timings, maps, an entry guide and guest experience guide from Kawasaki. We do sincerely apologise that this information was sent out very late but as discussed with you unfortunately the team always only receive the information at the last minute from Dorna who in turn are waiting on the circuit and the promoters to confirm finalised details. We have spoken with the teams about this and are working on a solution to provide information sooner in the future as we appreciate the demand to have this information provided earlier. As discussed it is always such a delicate balancing act of providing too much information prior to the event whereby clients don't read or take in all of the information or not enough and we feel we did issue everyone with adequate information on this occasion which should have been sufficient where everyone knew the plan for the weekend. We will endeavour to make ourselves known next time and ensure we have met all of our guests but we don't actually include the services of a representative on this particular package usually as is shown on our website. Many thanks again Nik

Thanks so much again for your detailed feedback and it was nice to discuss the issues raised over the phone. As discussed we did indeed send all of the essential event information to you including our emergency mobile number to be able to contact us throughout the weekend. Unfortunately due to the team sending us the final details so late, we were only able to get this forwarded to you a day prior to your arrival at the circuit. We appreciate this is far from ideal but had you read through the information, you will have seen that we did have a representative (Nik) at the hotel on Friday evening for a formal meet and greet session should you have had any questions about the weekend. Unfortunately, as you didn't call the mobile number provided in the essential information your calls and emails would not have been answered as the office number is not in operation during the weekend, hence the inclusion of this additional number. Going forward we will include this number on the body of the email and not in one of the attached documents to make things as clear as possible. It is so difficult to strike that balance between too much or not enough information prior to the event and with the tickets also being in the same email as attachments we appreciate there was a lot of information to take in. It is so disappointing to hear the experience didn't live up to your expectations and having worked with Kawasaki for a number of years this is a real shock to us as we have had an enormous number of guests who have always enjoyed it. We did have a presence from our offices throughout the entire weekend and it is a real shame our paths didn't cross and had you called the number provided we would have happily come and met you. As explained we don't usually have a representative at the World Superbikes as usually this is not necessary and we don't advertise the services of a Grandstand Motorsports representative on our packages. The reason for this is sending someone from our office would incur additional costs and our aim is to keep the packages we offer competitively priced. I am also sorry to hear the riders didn't have as long as we would hope for to sign autographs and have pictures taken. As we discussed this is always a tricky element of the weekend and with their busy schedules it is always impossible to guarantee they will have lots of time for our guests. Sadly this is very much dependent on the round and with this being the home race weekend for the riders they were clearly very pressured and busy for which we do apologise. There is a great deal we can learn from your very detailed feedback including getting more information to you prior to the event earlier and I will also feed your comments back to the team too so the experience can be enhanced for all of our guests going forward. Thanks so much again for taking the time to send in such a detailed and honest review and as I said to you on the phone I very much look forward to hearing from you again in the future should you wish to join us at another event. Kindest regards Nik