For the second time in a week my 3 1/2 -year-old son was beaten up by another child in the play area and staff were completely clueless on what to do.
This place is literally run by children watching children. My son emerged from the player area running up to me tears and blood streaming down his face with multiple contusions and cuts because apparently another child in the play area who had since run somewhere else wanted to play with a stuffed horse.
I completely understand that you can't control children, kids will be kids. What I do not understand is the complete lack of any sort of protocol. Everyone their look like a complete deer in the headlights.
I am mediately went in with my son to try to find the individual that did it and was rather unsuccessful. Buy this time several minutes had passed, a parent, not a staff member finally came up to us with a napkin and some water so that we could wash the blood off of my sons face.
Seeing that your staff was rattled and had literally no idea what to do, I tried to enter the play area with my son in arm bleeding from his face so that he could hopefully identify the kid who hurt him and I was promptly blockaded by your staff from entering.
Even more infuriating and the thing that finally set me off was one of the first things out of the senior staff member there was in extremely defensive and snarky re-citation of the disclaimer that we signed a waiver and that the play area is supposed to be monitored by parents. Understood but not the time nor the place to throw that out there. She then followed that up immediately with you mentioned that something similar happened last week, why were you not in there with him? Wow... right, wrong, or even anywhere in between, that is the conversation you have with someone after things have calm down and you've done what needs to be done to rectify the situation. For that to be the very first thing out of your staff's mouth after that happened to my son in your establishment, you guys should be shut down.
There is supposedly supposed to be three staff members inside the play area monitoring what was happening, there we're not, and in the past including that day when there have been, they were more busy playing with each other, throwing balls at one another and running around the establishment like the children playing inside of it then watching the kids.
There has to be some sort of protocol that takes place when a child is hurt or injured in your establishment regardless of whether not it was due to your play structures or to another child/adult in there playing however if there is one it obviously was not followed.
When I began asking the staff members how many people are supposed to even be allowed in the play center at a single time, "what is the maximum capacity?" The answer I received was 45. There were well over 100+ Shortly after I was told by the same person oh wait no, it's 300 people... let's be honest they had no clue.
I pride myself on having an incredibly cool head even in very intense situations and circumstances and I am not proud of the way that I exited your establishment however the way that entire situation was handled by your staff, that could have completely been avoided and de-escalated, but when you trust the staff of your establishment two at the very least provided a sub optimal safe play area for children to plan and in the event that something bad does happen for the first response to be to try to CYA instead of to help is shocking.
In any business when things go south is the perfect opportunity to rise above and create a loyal promoter and advocate for your business by handling it the right way. To say that this was a missed opportunity would be the understatement of the century.
When you were at a public pool and somebody's hurt a lifeguard blows the whistle and everybody's out of the pool so that they can assess the situation and figure out what to do from there. In order for this place to stop the Chaos for three seconds and deal with an emergency, i fear that there would have to be a corpse.
I do not blame you or your staff for what happened yes that would be ridiculous however how your staff handled the situation and the very obvious lack of planning coordination and training amongst them was nothing short of astonishing Ann would be guaranteed to send noches Mia but any parent from 1 to 11.
I would advise parents out there to avoid this place and find a better alternative we're at least the staff on hand or able to run the place adequately and handle situations as they come up as to be expected in this type of establishment. My son and I were treated as though we were the ones with the problem. My wife and I will be discussing tonight how you will be hearing from us. read more