I booked a 27-passenger party bus with Kings and Queens Party Bus Inc. for March 29th (12:15-4:15…read morePM) for my daughter's 10th birthday. I paid for the entire booking and invited 16 children and 12 adults. I was originally assured that the 27-passenger bus would comfortably accommodate our group, and was even told that since most of the passengers were children, we would fit well because the capacity is based on adult passengers.
Leading up to the event, communication was mostly fine, but the day-of experience was extremely disappointing.
Shortly before our scheduled time, I was informed that the original 27-passenger bus had a flat tire and a smaller bus would be sent. I was cool and understanding because I was told it would still fit our group. That was not accurate. The replacement bus was advertised as 24-25 passengers, but with 23 people onboard, we were already cramped and one adult had to stand. Ultimately, not everyone was able to ride, and several parents had to follow behind in their own vehicles, missing out on the experience entirely.
The bus also arrived 30-40 minutes late with no clear ETA given. When I asked for one, I was told the bus had just arrived, which caused us to scramble and delayed boarding even further. This created a domino effect. I had to adjust restaurant reservations, notify parents of a later pick up time, and manage a large group of children with very little communication or coordination from the company.
Because of the delay, our reserved tables were given away and we had to wait to be seated. Then, despite the late start (which was not our fault), we were rushed out of the restaurant by the driver. We were not able to complete planned stops, which was a major part of what we booked.
The most unacceptable part was how the situation was handled. When concerns were raised, the owner said, "I can shut this down and you can figure out how you're going to get everybody home." This was said while we were responsible for transporting 16 children. That response was not only unprofessional, it was completely inappropriate.
The bus itself also felt unprepared. It appeared rushed and not fully cleaned, the blinds were disorganized, and the interior lacked the "party" or club-like atmosphere that was advertised. Some lighting features were not functioning, the Bluetooth had issues, and the air conditioning was inconsistent, with the front of the bus noticeably warmer than the back. I somewhat understood because they were not expecting to use that bus or to have a flat tire in the originally rented bus. I did not complain about anything.
I say this because, while we tried to be flexible and accommodating throughout the experience, that effort was not matched. There was no meaningful acknowledgment of the inconvenience, no apology that felt genuine, and no offer of compensation or partial refund for the downgrade in bus size, delays, or overall experience. Although additional time was added at the end, it did not make up for the rushed and altered itinerary.
This was especially disappointing because we were hoping to find a party bus company we could use time and time again for future celebrations, including my other children's birthdays and my husband's upcoming birthday. After this experience, I would not consider using them again.
For the cost and importance of events like this, the lack of reliability and professionalism is simply unacceptable, and I would strongly recommend choosing a more reliable company.
