I wanted to wait until I received a response from management before leaving a review, and unfortunately, I'm still disappointed.
First, I want to be clear that this review is **not** about the employees. Every staff member we interacted with was polite and genuinely tried to help. The problem was that they weren't set up for success.
When we arrived for my daughter's birthday party, we were asked what time we wanted the pizza. Not knowing the schedule, my partner agreed to 3:30. We were shown to our party room, where plates and cups were placed on the table, but no one explained the timeline or what we were supposed to do.
By 3:40, there was still no pizza, so I had to leave my own party to find someone at the concession stand for help. The pizzas arrived around 3:45 and were cold.
The biggest issue came when it was time to climb. We booked a climbing party for up to 20 children, yet there were not enough harnesses for everyone. At one point, I had to ask my daughter--the birthday girl--to remove her harness so another child could participate. In the end, at least five children were unable to climb because there wasn't enough equipment available.
I also wasn't told ahead of time that there would be no designated party host, so I spent much of the party coordinating food, wristbands, and finding staff instead of enjoying my daughter's birthday.
After reaching out, management responded by saying:
* They do not provide designated party hosts and apologized for not making that clear when I booked.
* They acknowledged the cold pizza should not have happened and said they would address it with staff.
* They stated the 3-5 p.m. climbing session is discounted because it is open to the public.
* They said they have over 20 harnesses and were unsure why there weren't enough available that day.
* They declined a partial refund because the climbing time was already discounted.
While I appreciate the polite response and their willingness to review procedures, I don't feel it addressed the main issue. My concern was never that the climbing area was open to the public--I understood that when I booked. My concern is that the park sold a party package for up to 20 climbers but could not provide enough equipment for the children who were there.
Simply put, **a business should not offer a service that it cannot consistently provide--especially when that service is the main attraction and the reason customers book the party in the first place.** Whether the climb time is discounted or not is irrelevant. If the advertised activity cannot be provided because there isn't enough equipment, then the service purchased wasn't fully delivered.
The manager acknowledged they have over 20 harnesses but couldn't explain why they weren't available that day. Unfortunately, that doesn't change the experience my daughter and our guests had. The children don't remember the explanation--they remember waiting their turn only to find out they couldn't participate.
I truly hope they improve their party process because the facility has a lot of potential. Better communication, organization, and ensuring enough equipment is available for booked parties would make a significant difference. Until those issues are addressed, I cannot recommend booking a birthday party here. read more