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Occasionally, operational issues force us to reduce capacity in a particular performance. When this happens, here is how we manage the situation.
We want to assure you that at PS Drag Brunch, we never intentionally overbook. Guest cancellations are quite rare so overbooking would have no affect except to disappoint guests.
Hot weather is the primary reason for cancellation and capacity reductions. Our outdoor seating area is equipped with cooling mists and fans, but there are instances when the heat in Palm Springs forces us to close it down for everyone's safety.
The outdoor areas are always closed from late June through early September. There are a number of changes we make during these months you can read about here.
Another factor that may affect our ability to host a performance is staff availability. Although our team is exceptional, they are human beings and occasionally fall ill or face unforeseen circumstances. The experience we provide demands a lot from them: they have to deliver a full service 3-course brunch or lunch within a limited timeframe while ensuring our guests feel unhurried and comfortable and dodging Drag Queens who are frankly intolerant of anyone getting between them and their audience.
When a show is cancelled entirely
In this case, we move our guests to the show closest to the one booked. So, for example, if you booked our 10am performance we will automatically move and confirm you for 2pm that same day. In the email informing you of this, we will also let you know which other performances are available if you prefer them.
You will also be offered the opportunity to move to any performance in our schedule beyond the weekend you booked, or a full refund.
You have until 2 hours before your newly confirmed brunch to make changes, after which we are unable to give you a refund if you are unable to attend the new time.
When we have to reduce capacity partially
We move guests in the same manner as above but start with Basic Bitch, then Mean Girls. Diva guests will almost never be asked to move. Basic Bitch and Means Girls are asked to move in reverse order of their booking date, i.e. the most recent bookings are the ones that are asked to move first.
Exceptions
If we have the ability to offer them, exceptions are sometimes possible. For example, some parties are so large the possibility of getting late agreement from many people to move to a new date might not be possible. In these cases, before we reconfirm automatically for a new date or time, we will reach out and see if the move is feasible at all.
Request us to Reconsider
You always have the right to reach out to us and request we review the particular circumstances of your party, against the needs of other guests who might be moved as an alternate. Just let Guest Service know and we will be able to help with this. The email we send will remind you can do this too.
How we Notify You
You will receive an email from us no later than 48 hours before your brunch if we have moved your date or time for any reason. Our systems track both the fact the email has been delivered, and whether it has been opened. If our notification to you has been opened, we assume you have been notified, and will not be able to offer you a refund for a no-show.
If our notification did not reach you
If we determine our notification to you was not received, we may consider refunds on a case-by-case basis if you were not able to attend. However, in general we do not accept responsibility for our communications being read and actioned by you, assuming we can prove they were sent at least 48 hours before the original booking date.
If our notification came less than 48 hours before the date you originally booked
Sometimes a cancellation happens less than 48 hours before a show is scheduled. If our air-conditioning broke down the day of the Brunch and it was the middle of summer, for example, we would not be able to notify you of the cancellation any earlier than that day. In these cases, we will honor refunds whether you got our notifications or not.
We are very sorry
We understand cancellations can be disappointing and upsetting, and we want you to know that we genuinely share in your disappointment. We are truly sorry if this happens to you and assure you that we will do everything within our power to make it right and find a suitable solution. Cancellations are a very last resort at PS Drag Brunch, and we hate them even more than guests do. They make us sad because our mission is to create more joy in the world. Cancellations do exactly the opposite.