Handling issues and reporting

Overview

The Secret Society works hard to ensure that every event is a high-quality experience. But sometimes things do not go according to plan — there may be a miscommunication at the venue, an issue with the event itself, or a problem during your check-in. Knowing how to handle these situations calmly and correctly is an important part of being a responsible participant on the platform.

The Right Mindset When Issues Arise

The most important principle to hold when something goes wrong at an event is this: stay calm and professional at all times.

Venues are hospitality businesses. Their staff are managing multiple guests, multiple bookings, and multiple priorities at once. Even if something has gone wrong on their side, reacting with frustration, confrontation, or aggression will not resolve the issue — and it will reflect poorly on you as a participant.

Your conduct at a venue is part of your standing on the platform. Venues communicate their experience with participants back to The Secret Society. How you handle a difficult moment is as much a part of your profile as the quality of your deliverables.

How to Handle Issues While at the Venue

If something goes wrong during an event — whether it is a problem with your booking, a misunderstanding at the door, an issue with service, or something else entirely — follow these steps:

Step 1: Stay calm. Take a breath. The situation is almost certainly resolvable, and reacting emotionally will make it harder.

Step 2: Present your information clearly. If the issue is at check-in, show your QR code, your booking details, and clearly identify yourself as a Secret Society attendee. Give the staff the information they need to verify your booking.

Step 3: Ask to escalate if needed. If front-of-house staff cannot resolve the issue, politely ask to speak with a manager. Frame it as seeking help, not as a complaint.

Step 4: Accept what cannot be immediately resolved. If an issue cannot be resolved at the venue in the moment, do not escalate it further on the spot. Note the details of what happened and report through the proper channel afterward.

Step 5: Do not involve other guests or create a scene. Whatever the issue, it is between you, the venue, and the platform. Involving or confronting other guests is never appropriate.

What to Do After the Event

All issues, complaints, or concerns about a venue or event experience should be reported to The Secret Society support team after the event. This is the correct and only appropriate channel for resolving disputes or raising concerns.

When contacting support, provide:

• The name of the event and the venue
• The date and time of the event
• A clear description of what happened
• Any relevant screenshots, photos, or documentation
• The names of any staff members involved, if known

The more detail you provide, the better the support team can investigate and respond appropriately.

Why the Platform Is the Right Channel — Not the Venue

It might seem natural to take up a complaint directly with the venue — after all, the issue happened there. But The Secret Society operates as an intermediary between participants and venues. The platform manages the relationship, the standards, and the expectations on both sides.

When you report through the platform:

• The support team can review the situation with full context
• They can communicate with the venue in the right way
• They can assess whether the issue warrants any action or compensation
• They can document the experience to improve future events at that venue

Going directly to the venue to complain — especially after the event — bypasses this process and can create confusion or conflict that is harder to resolve.

Common Issues and How to Handle Them

Check-In Problems

If you cannot check in because the venue cannot find your booking, remain calm and present all available proof: your QR code, the event in your "To Visit" section, and your identity. Ask them to contact their events coordinator or manager. After the event, report the issue to support regardless of how it was resolved.

Technical Issues With the App

If your QR code will not load or the app is having technical difficulties at check-in, show the event details in the "To Visit" section as an alternative. Take a screenshot of any error messages. Report the issue to support afterward.

Event Cancelled on Arrival

If you arrive at the venue and the event has been cancelled or altered without your prior knowledge, do not argue at the venue. Document what happened, leave professionally, and report the situation to support immediately. The platform will investigate and respond.

Issues With Service or Experience

If the experience at the venue did not match what was described in the event details — for example, the experience was significantly different from what was promised — report this through support after the event with as much detail as possible.

Conflict With Other Guests

If another guest creates an uncomfortable or problematic situation, do not engage in conflict. Alert venue staff if the situation warrants it, behave professionally throughout, and report the incident to support if you feel it needs to be documented.

What Support Can and Cannot Do

The support team takes all reported issues seriously and will investigate appropriately. However, it is important to have realistic expectations:

Support can:

• Investigate and document your report
• Communicate with the venue about the issue
• Review any impact on your deliverables if an issue affected your ability to complete them
• Take appropriate action based on their findings

Support cannot:

• Retroactively secure access to an event that was cancelled
• Override venue decisions in real time
• Guarantee a specific outcome from every investigation
• Resolve issues that were not reported through the proper channel

Acting through the proper channel and providing clear, factual information gives the support team the best possible chance to help you effectively.

Summary

When issues arise during events, the most important thing is to stay calm and professional. Handle the situation courteously at the venue — present your information, escalate politely if needed, and avoid confrontation. After the event, report all issues to The Secret Society support team with full details. The platform is the correct channel for all complaints and concerns. Venues communicate back to the platform, and your conduct during difficult moments is part of your standing as a participant. Handle every situation with the same professionalism you would want others to show in your presence.

Updated on: 01/05/2026