Myself and another were there on Wednesday June 30th. BUYER BEWARE, there is NO AIR CONDITIONING (contrary to their advertising on their website, but more about their website later...)
Upon arrival, their was a sign on the entrance that stated the air conditioning was broken. I appreciate the heads up, but what I do not appreciate is putting your singular box fan pointing directly at the entrance. This made it seem quite comfortable indoors, right up to the point where I give you my money. After you pay, you walk away from the box fan and things quickly reveal their true nature.
It was hot in there, I mean very, very hot. The DJ came over the speakers and announced that the reason a section of the rink is roped off is because the floor started peeling up due to the heat. You were supposed to "just go around" this hazard.
Additionally, they forbid their guests from bringing in drinks. They charge 2 dollars for water, and the water has no ice.
After witnessing guests leave early, and hearing an employee state that the indoor temperature was 110°F, it became clear that it was time to leave.
Now, reasonable human beings would be accomodating for the inconvenience, but Hyde Park Roller Magic is anything but. My refund was denied as there is a laminated sheet of paper which states a strict no refund policy. At no point were verbal discussions held about said policy, you are expected to arrive, ignore the greeter until you have read their contract, and then make up your decision.
I was told by the employee that the owners are new and having a rough time with a divorce. Not something I needed to know, nor is it something I should be suffering for. I am sorry your divorce is rough, please do not take it out on me.
Additionally, the employee told me that not one person at this establishment has been able to login to the website to change the pricing or update the (falsely)advertised A/C. The reasoning escapes me, it was either something to do with them not owning their own website or forgetting the login. Very unproffessional regardless.
Paid thirty dollars for three hours, but was unable to skate for more than 45 minutes tops. Not only so, but the prices reflected on their website stated that the charge should have only come out to twenty two dollars (The day I was there was meant to be 8 dollar admission, with 3 dollar skate rentals. Across two people, that should be 11x2=22 dollars). So I was overcharged to begin with, then refused a refund after they intentionally hid the fact that it was too hot to skate in the rink.
Really, sit back and think about how hot it must have been in there for the floor to peel up! It was hot enough to damage the rink!
Now look, can an AC be fixed? Absolutely. But you cannot fix such disrespect and disregard for paying guests at your establishment. Business owners/employees do not care nor accomodate for you beyond taking your money. That cannot be fixed.
UPDATE (07/07/2021): After contacting the business today, we spoke to Alyssa who was unlike her coworkers. She took the time to hear out our complaint, and had the patience and reason to have an actual discussion about our day. I have nothing but nice things to say about how she treated us. Thanks to her, we got the ball rolling to refund the money (and I'd like to add it was a full refund which was beyond even my expectations, and much appreciated).
I am leaving the original contents of my review up for posterity, and I would like to add that I apprecite the fact this issue did eventually get resolved, but I think most would agree that such an eggregious customer service failure should never happen to begin with.
+2 stars from the previous 1 star. read more