Complimentary Pass Update Q&A
Your membership is critically important to the Vancouver Botanical Gardens Association and we very much appreciate your continuing support and understanding. The Association continues to adapt and manoeuvre through the restrictions and limitations Covid-19 has placed upon us.
An email on August 10, 2020 provided VBGA Members with the following information:
All VBGA complimentary (Bring a Friend) guest passes valid to March 31, 2022 will be honoured, prior to the expiry date printed on each individual card. Please book an entry time for you and your guest(s) on the membership booking site. Reserve guest tickets under the ticket category “VBGA Complimentary Guest Pass Redemption”. Complimentary cards with valid expiry must be provided to the Admission Desk for redemption on the day of the visit along with your membership card.
Complimentary cards that have expired will not be extended or honoured. The Vancouver Park Board staff will not accept these at the VanDusen Botanical Garden Admission Desk.
The VBGA no longer offers the membership benefit of complimentary passes as of March 16, 2020 and will no longer distribute complimentary passes as part of a membership transaction. For those who did not pick up their complimentary passes before March 16, 2020, this benefit is no longer offered.
The complimentary pass redemption applies at VanDusen Botanical Garden only. It is not valid at Bloedel Conservatory.
Frequently Asked Questions
Q. Why has the complimentary pass been eliminated as a membership benefit?
A. The Covid-19 pandemic has affected the Vancouver Botanical Gardens Association in several ways. Despite what you see in the lovely gardens, we are working in a ‘new normal’ and business is not as usual. Membership services resources have been markedly reduced in order to administer benefits in a contactless environment while most of our Association staff work remotely. Prior to Covid-19, the VBGA Membership department was very fortunate to be supported by amazing and passionate VBGA volunteers since the Gardens opened in the 1970’s. However, for health and safety reasons due to the pandemic we have not been able to yet welcome back our volunteers which has greatly impacted the capacity of the membership department. We currently have only 1 full time staff person, and several part-time staff members serving a membership of more than 12,000 people.
Q. The complimentary passes that were provided to me when I purchased a membership expired since March 16th when the Gardens closed – can I request an extension?
A. After much discussion and consultation with the Vancouver Park Board, the Vancouver Botanical Gardens Association (VBGA) informed the membership that we have made changes to our complimentary guest passes policy as a benefit upon membership purchase or renewal. We will not be able to honour expired complimentary passes. This decision is retroactive to March 16, 2020 when the Gardens were initially closed.
We recognize that not extending these passes is a disappointment for those members who are holding complimentary cards that have now expired.
Q. The complimentary pass states redemption at either VanDusen Botanical Garden or Bloedel Conservatory, can I redeem my complimentary pass to visit Bloedel Conservatory?
A. At this time Vancouver Park Board is not accepting complimentary passes to visit Bloedel Conservatory due to limited capacity to adhere to Covid-19 health and safety protocols.
Q. I am a longstanding VBGA member and upon renewal and receipt of the complimentary passes, I have always enjoyed bringing my friend / family member with me on a visit. How can I now visit with my friend or family member?
A. We understand and appreciate your concerns. As highlighted in Q 1, the Association’s resources have been affected by Covid-19 and the administration of some benefits is being adjusted so that we can continue to support our mission.
For your friends or family who had visited with you in the past, we welcome them to purchase a membership so they can continue to experience an oasis of nature within Vancouver at both VanDusen Botanical Garden and Bloedel Conservatory. Alternatively, they can purchase a single day admission to VanDusen Botanical Garden and Bloedel Conservatory.
Q. I purchased a membership as complimentary passes were a benefit, and now that benefit no longer exists. Can I be compensated for my expired pass?
A. Unfortunately, we are not able to offer compensation or refunds for expired passes, as this was a value-added membership benefit. Membership provides year-round access to VanDusen Botanical Garden and Bloedel Conservatory during regular open hours and we look forward to your continued visits. Please know that VBGA staff are working hard to find alternate benefits for our members as we continue living and working with the Covid-19 pandemic in our lives.
Q. I purchased a membership online prior to March 16th 2020 and did not collect my complimentary pass. Can I collect it now?
A. The VBGA no longer offers the membership benefit of complimentary passes as of March 16, 2020 and will no longer distribute complimentary passes as part of a membership transaction. For those who did not pick up their complimentary passes before March 16, 2020, this benefit is no longer offered and complimentary cards will not be replaced.
We recognize that this is a disappointment to our members and hope you will continue to support the Association.
Q. I lost my complimentary passes which expire between August 31 2020 and March 31 2022 – can these be replaced?
A. The VBGA no longer offers the membership benefit of complimentary passes as of March 16, 2020 and will no longer distribute complimentary passes as part of a membership transaction. We have no complimentary cards available to provide to you to replace the ones lost.
We recognize that this is a disappointment and we hope you will continue to support the Association.
Q. How do I redeem a complimentary pass (that has not expired) on the VanDusen Botanical Garden ticketzone reservation website?
A. After entering the password, selecting the date and time you wish to visit the Garden, please select the number of members who will visit the Garden that hold a valid membership cards AND select the number of complimentary guest passes that will be redeemed on that visit. You will find this selection near the bottom of the screen. A member must attend with the guest and the guest must show a valid complimentary card upon their visit to VanDusen Botanical Garden.
Q. I have a Premium Membership – do these changes affect me?
A. There is no change to your current process. As a Premium Member, you are entitled to bring a guest of your choice for each visit to VanDusen Botanical Garden and Bloedel Conservatory. Please continue to select a maximum of 2 members when reserving your tickets online.
Q. I gave my complimentary passes to a friend and these complimentary passes will expire prior to March 31 2022. How can these cards be redeemed?
A. The complimentary cards were provided to you as a Member to bring your friend or family member with you to the Garden. As a VBGA Member you must reserve a ticket for your guest(s) through the VanDusen Ticketzone site along with reserving for yourself. The guest(s) must attend with you to enter VanDusen Botanical Garden. To enter the Garden, you must show your valid membership card and the guest(s) must show a valid complimentary pass that has not expired.
Q. I have more questions – who can I contact?
A. Email our Membership Team at email@example.com and they will contact you by email or phone. Please know that these are extraordinary times, with limited resources, and your patience and understanding is appreciated as we work through the queue of emails and calls.