Nadia
Google
We visited this place on Friday, January 30 around 7:30 PM as a family outing for my husband’s birthday. The space itself looks nice, but overall the experience was disappointing and poorly managed.
We were first put in a lane that kept having issues. The guard rails wouldn’t come up most of the time, and the game froze and skipped plays multiple times, which really took away from the experience. When I went to the front counter to say something, the associate there seemed annoyed and didn’t really take ownership of the problem. I ended up having to suggest the solutions myself, like switching lanes and coordinating the changes with the food and bar staff.
There was also a small issue with our food order, but that part was actually handled very well by the guy running the bar that night, I believe his name was Brian. He was professional, attentive, and genuinely tried to fix things. Honestly, he showed more leadership and customer service than anyone else we dealt with and would make a much better manager.
When I spoke with the manager, Jeff, about a partial refund due to the repeated mechanical problems, he told me there was “nothing they could do” because it was a mechanical issue. He even compared it to a car breaking down and said you wouldn’t ask for a refund in that situation, which came off as dismissive and frustrating. As a paying customer, I expect some accountability when a major part of what I paid for doesn’t work.
They eventually offered vouchers to come back, but that completely missed the point. Why would I want to return to a place that doesn’t stand behind the experience and says there’s nothing they can do when things go wrong?
Overall, the service was poor, management lacked empathy and problem-solving, and the only positive interaction we had was with the bar staff member. Until management takes customer concerns more seriously, I wouldn’t recommend this venue.