Disappointing experience - not the same as before…read more
I visited Candeeland Carlsbad yesterday with my 5-year-old son, and unfortunately, the experience was very disappointing.
I want to start by saying the front desk attendant was very friendly and welcoming. However, the rest of the staff completely changed the tone of our visit. They were consistently rude and made us feel not welcomed there.
I've been there before and had a very different experience, so this was surprising. This time, I was not allowed to sit at the tables with my coffee and reusable water bottle, even though they sell drinks and snacks on-site and I've done this on previous visits. I had no intention of taking anything into the play structures, just sitting at the tables.
I also planned to do some light work on my computer while my son played, something I've done there before, but I was told that wasn't allowed either. I was told I had to stay with my son at all times.
The way this was communicated was the most frustrating part. The staff came across as dismissive and unwelcoming, not just to me but to other families as well. I ended up speaking with the assistant manager because the situation felt so uncomfortable.
As I was leaving, another family actually thanked me for saying something because they were feeling the same way, which says a lot.
I had been planning to host my son's birthday party there in June, but after this experience, I will definitely be making other plans.
I really hope management takes this feedback seriously, because this place has potential, but the customer experience needs a lot of improvement.