I booked the basic party package for my son’s birthday but it was completely booked for the Saturday like I wanted, so I went ahead and upgraded to the deluxe birthday package just to get the Saturday. The time slots they had available were 11am and 8pm. I chose the 11am because it’s a kid’s birthday party. I got there at 11am on Saturday, got online to sign in and pay the balance I owed because of the upgrade which was $53 +. Met my party host who introduced herself as Larissa. First of all, her attitude is horrible. Larissa took the payment and then said we should follow her to our party room. She took us to a back room beneath the slides. I told her this wasn’t the room I booked and she got on her phone to verify. She then left and came back to tell me that this was in fact the room that I booked. I explained to her that I booked the deluxe party room and it was to be overlooking the play areas. She then lied to me and told me that this room in the back was a deluxe party room. Why would you lie when your website said that the deluxe room overlooked the play area?. She said it was miss communication. I asked her how was that so when it was in writing. We ended up going back to the desk and I spoke to the manager who was working at the time. He tried to fix things but clearly they were over booked. I told them I didn’t want that room in the back and they told me that I could sit in the regular area and they would put a reserved sign on the table for my party. I agreed because persons in my party group that didn’t intend on participating could still see what was happening. Larissa put the blue table cloth on the table and that was it. No reserved sign and no host. She told me that I had to go to the concession stand to purchase food for my party. The concession stand offers one drink for $9 when the party package offers a pitcher that serves 10 people for $15. I was over it by this time because what kind of customer service are they offering here. I paid for a room and I settled for the table and on top of that Larissa is saying she won’t take our order. Thanks to the manager who knew what customer service is and tried to help out. The activity part was amazing but customer service from Larissa was a zero and I will not be going back there. They didn’t even take into consideration about the time that was wasted trying to figure things out about the room, no birthday announcements was made for my son, because we were in the open area it was so impersonal that we couldn’t even sign happy birthday to my son. That wasn’t good customer service at all.
