It took me a little time to process what happened this past Sunday before writing this review…read more
I want to start by saying Tanner, the young man who worked our party, absolutely made the day. He was incredibly helpful with the kids, repeatedly apologized for everything happening (even though none of it was his fault), and remained kind, attentive, and professional the entire time. Tanner is the ONLY reason we managed to have any sort of birthday party at all.
We booked the Ultimate Birthday Party package for my son's 7th birthday from 2-4 PM and also added the pizza and drinks package. The day before, I called to confirm everything, including our food order: 2 cheese pizzas, 2 pepperoni pizzas, Sprite, and lemonade for 12 kids.
I arrived around 1:35 PM expecting a busy Sunday crowd. When I checked in, I was immediately told our party room would not be available until 3:15 PM -- despite our party being scheduled from 2-4 PM. That meant we would only have the room for the last 45 minutes.
I was shocked. The employee at the front desk was kind and explained the manager had overbooked parties. Meanwhile, I was left standing in a packed lobby with decorations, cake, plates, and favor bags with nowhere to set anything up.
I eventually asked to speak with the manager. After waiting about 15 minutes, he came over with absolutely no sense of urgency. He was dismissive, condescending, and repeatedly told me the room timing was listed in the "fine print" of the emails. Maybe technically it was, but it's honestly ridiculous to advertise birthday parties without guaranteeing space for the actual party.
After offering no real solution, he simply walked away.
As guests arrived, Tanner took the kids onto the obstacle course while I grabbed a couple of lobby tables to hold gifts and belongings. Thankfully, because of Tanner, the kids still had fun and had no idea what was happening behind the scenes.
We finally got access to the party room around 3:30 PM, leaving only 30 minutes in our reservation, and there was still no pizza. Tanner helped us rush decorations up while the kids were already hungry and thirsty.
When I asked about the pizzas, Tanner checked with the manager and came back saying they claimed I never ordered them. That was completely false. I would never host a party for 12 children without food.
Tanner apologized again and later informed me they had "just ordered" the pizzas -- at 3:45 PM, with the party ending at 4.
The kids were hungry, drinks were running low, and there was still no food. I asked for more time in the room, and once again Tanner had to speak with the manager himself. We were eventually allowed to stay until 4:30 PM and the pizzas were comped.
Unfortunately, by then most parents were already preparing to leave because the party was supposed to end at 4. I rushed to cut the cake so the kids could at least sing Happy Birthday and eat something.
The pizzas finally arrived at 4:10 PM when only three kids remained.
To their credit, they comped the pizzas and gave us free gym-time coupons. I appreciate that gesture, but after the way the manager handled everything, I will never return. I'm honestly shocked I still paid $329 for this experience.
The reason I'm writing this review is to warn other parents. Birthday parties are expensive, and your hard-earned money should go to a business that values its customers and knows how to properly manage events. During the entire three hours we were there, the manager never once apologized. The only staff members who showed professionalism or empathy were the younger employees -- especially Tanner.
They are lucky to have him.
As a business owner myself, I can confidently say the current manager will drive this business into the ground. He was dismissive, incompetent, condescending, and rude from start to finish.
Save yourself the stress and book your child's birthday somewhere else.
