This was one of the most disorganized family entertainment centers I've ever visited. We were looking forward to spending the day here, but issue after issue made it a frustrating experience.
When we arrived, no one was running the zip line. Later on, we also found that no one was operating the high ropes course, the climbing walls, or several other attractions. None of this was communicated to us beforehand, even while staff were explaining the rules and requirements. If major attractions aren't going to be available, guests should be told before they pay or at least before they spend time waiting.
The arcade experience was also disappointing. I spent just under $25 loading a reusable arcade card, but the employee at the front desk didn't seem to know how to add points to it. Instead, my account was somehow canceled and I was given a different card. When I later wanted to redeem prizes, the employee was on the phone, and it wasn't clear whether they even knew how to process prize redemptions. To make matters worse, the VR arcade game was glitched and ended up being a complete waste of credits.
Large parts of the facility were also closed off. Multiple trampolines and sections of the jungle gym were blocked with literal crime scene tape, which made the place feel neglected and unfinished.
The staff interactions were probably the worst part of the visit. One employee enforced the trampoline rules in an incredibly excessive way. A younger child jumped onto the same trampoline as Jackson (who is nearly 14), and despite Jackson not being the one who caused the situation, he was sent to a 10-minute timeout. After serving the timeout, he apparently returned about 30 seconds early and was sent back for another 10 minutes. When he came back again, the employee nearly sent him away a third time before our counselors stepped in. It felt completely unreasonable and like a power trip rather than an attempt to keep kids safe.
Another employee told younger children to knock over a harmless foam Lego tower because it was supposedly "too tall," even though a different employee had already approved it earlier. The inconsistent rules made it seem like nobody was on the same page.
The most unprofessional moment came from the employee running the zip line, who loudly said that "the kids smelled like ass." When one of the kids jokingly told him not to say that, the employee immediately threatened to send them to timeout for talking back. That's not an appropriate way to speak to paying guests, especially children.
Even getting into the attractions was poorly managed. Several people in our group weren't given wristbands when we first checked in. We were later called back, made to sit through a rules presentation delivered through a megaphone that was far too quiet to hear, and even after a counselor asked the employee to speak louder, they didn't. We were then told to come up individually to get wristbands, only to stand around for several more minutes waiting for them to be handed out.
Overall, the facility felt understaffed, poorly managed, and unprepared. Between closed attractions, broken games, inconsistent rule enforcement, long waits, confusing communication, and several rude staff interactions, it was difficult to enjoy the experience. I understand that every business has an off day, but there were simply too many problems during this visit to recommend it. read more
