SINGAPORE — Vendors at the inaugural Cafe Fest Singapore yesterday scrambled to step up their offerings, following backlash from patrons who had eagerly snapped up passes in advance, only to find out the event did not deliver on its promises of exclusivity.

The event organisers have apologised and promised to provide details on compensation at a later date.

Regular and VIP passes for the two-day event — held over the weekend at the Waterfront Promenade — were priced at S$25 and S$30 respectively, with organisers stating that only pass holders could buy food and drinks from the 12 vendors.

Other privileges included special discounts of as much as 25 per cent for regular-priced items, fast-track registration and access to a VIP tent for VIP pass holders. About 3,900 passes were sold in all.

However, on Saturday, pass holders arrived to find that the area was accessible to the public, while non-pass holders were also allowed to purchase items from vendors, leading to snaking queues and products being sold out early.

The discount, which was mostly limited to around S$1 for drinks, added to the disappointment, while access to the VIP tent was not controlled.

Speaking at the event yesterday, organisers Sarah Lek and Gabriel Tan said changes had been made to improve the experience for pass holders on the second day.

“Most of the cafes are not selling to the public today and four of the 12 cafes have created a VIP express queue. Some cafes have improved on the original discount, offering one-for-one coffee or even free drinking coffee and chocolate to pass holders,” said Mr Tan,adding that control of the crowd at the VIP tent had been tightened.

The duo are founders of public relations agency Tell Great Little Stories, which they set up this year. Cafe Fest is their first major event.

Asked why the public was allowed in when the Q&A page on the event’s website clearly stated otherwise, Mr Tan said it was an oversight.

“We wrote that part of the Q&A very early. Initially, we wanted to barricade the area, but the authorities did not allow us to and the event eventually became accessible to the public and pass holders,” he said, adding that the decision was made halfway through the event’s six-month preparation.

“Our oversight was in not communicating that clearly enough — we didn’t update that detail on our website’s Q&A, that’s our error,” he added.

Angry patrons took to Cafe Fest’s Facebook page to express their anger. Ms Stephanie Tan commented that she felt “deceived, scammed and misled” and would file a complaint with the Consumers Association of Singapore unless a full refund was given.

Mr Tan said a full refund was certainly something they would consider. “Consumers can email us by next Sunday with their details,” he said, adding that he and Ms Lek would not organise an event until the situation is resolved.

Some patrons TODAY spoke to yesterday were still miffed. Ms Jacqueline Chua, 20, said: “The discount is only S$1 — I have to buy more than 20 cups of coffee to make it worthwhile! I’d love to have the refund.”

VIP pass holder Joel Yap, 25, felt the crowd control could have been better, but that the organisers deserved a chance since it was an inaugural event.

His friend added: “When I came yesterday, the queues were longer and the VIP tent was packed; today, it’s not as bad ... I don’t mind the passes and discount. This festival gathers 12 cafes in one place — I could have spent S$30 on transport just to get their coffee if not for the event.”