My son wanted to see Spy Kids 4 for his 8th birthday and end the celebration with dinner at Magic Time Machine. I had never been to the restaurant before, but he had been with a friend and he thought it was awesome. I called the restaurant several weeks before to make reservations, the response was, "Great, call back and speak to Christina to reserve a party room because we don't accept reservations on Friday and Saturday. " Party room sounded great, what's the fee? "No fee for the party room, but we USUALLY keep that open for parties of 25 of more, but we have nothing on the books that day." Ok, that sounded great!
I called back again a week later before I sent out invitations to confirm Magic Time Machine would be able to accommodate our group, since they wouldn't reserve a table. I explained I probably would only have about 10 kids, she says, "that's ok, just call back and ask for Christina, she handles groups" and I was told again, they had no parties booked for the party room, so we should be fine. So, I sent out invitations that weekend and called back the following Monday morning to speak with Christina just to make sure our party would be accommodated. Christina informed me that our party wasn't large enough to book a party room, the 25 minimum is a REQUIREMENT (no exceptions) and any number of attendees less than 25 we would be charged $17.99 per. What?! She says, "I wish they would have told you that." Yea, so do I since I just sent out invites. So, I'm thinking ok, fine, I'll just book the party room and invite the parents for dinner to guarantee seating. Nope, Christina informs me that we couldn't book the room anyway because they have 2 parties booked back to back that day. What!? I explained to her the details of our party, already called there twice, invitations sent, etc. She said though we couldn't book a party room they would still take care of our group. She explained that if we arrived @ 6pm we could attend the magic show for $3/child and they could get our table ready. Even suggested a specific themed room, I don't recall which one, I was uneasy with no real reservation but she made me feel comfortable saying she would take care of us. I informed the parents to push the pickup time back 30 minutes just in case.
August 20th @ 6pm we walk in and were told 1hr 30 min wait, as if we walked in off the street and as if I had not spoken to Christina or anyone else prior. The restaurant was PACKED, hot and smelled like smoke. We slid upstairs to go to the magic show and it was so crowded there was a wait for that! We squeezed our way to the arcade where we spent more than $40 and lost close to $15 in those old, raggedy arcade machines. The kids were putting money into the machines (every game was a minimum of 4 quarters and no changing your mind, you put in anything less than 4 the release button didn't work) which were many times taking the money and not operating at all. I'm sure this is intentional, this has to be a huge cash cow for the restaurant and of course, no staff member is anywhere to be found around the arcade to address this issue. The kids were getting sick from the smell and heat; the chaos was unbearable, everywhere you turned you ended up stepping on someone. We had to get food for the kids, so we went to the bar where we were told it would be 40 mins. to get chicken strips or any food. Since we only had 1 vehicle, we were essentially stuck and the parents were coming to pick their kids up at 7:30pm. When I told the staff at the greeters stand repeatedly that I had spoken to Christina, called multiple times to inform them of our party and asked if our wait would really be 1hr 30min, she told me I could subtract 20 minutes from the last time I asked her. That was it, we were leaving even if we had to walk the kids over to Hooters because obviously customer service is not a priority and I refused to spend another $1 in that hole. My husband called Le Meridien hotel and explained the situation, they sent a van over and picked up all the kids, we walked in the door and they had food ready, the kids were so excited to sit down, be in some AC and have food and water. Le Meridien was a lifesaver!!
Magic Time Machine lost more than $300 on our group walking out the door and none of the staff even cared. I spoke to them 3 TIMES BEFORE THAT DATE!! They took our pager, took us out of the stack of wait slips and handed over our cake and cupcakes like we were doing them a favor by leaving. No apologies..no 'we really want you to give us another try', NOTHING. My son was crying outside because he was so disappointed he wanted all his friends to have a 'magic potion'. The next day he told me he never wanted to go to Magic Time Machine again, I assured him we never will. read more