My son's 3rd birthday celebration here was heartbreaking. The children ended up in tears. The host never introduced himself and didn't guide anyone on where to go or what to do. I had to manage everything myself, trying to organize parents and kids without help. We only discovered who the host was at the end when we questioned the chaos. Guests had to remind the host to sing happy birthday as he quietly brought out the cake. The venue is not kid-friendly. Party food was left unattended, and we weren't informed when it was time to eat, which led to children eating separately. We were asked to clean our own table for the birthday cake, which was humiliating as guests thought I hadn’t made a booking, although I had pre-booked. The promised brownies and ice cream never arrived, leaving the kids in tears. Due to the delays and confusion, there are no group photos, and my son has no memories from his special day. My son, who has autism, was particularly upset by the disorganization. He cried because he couldn't understand why the treats never came. The children left hungry, overwhelmed, and upset. I paid £245 for an experience that caused genuine emotional distress. I’m still receiving messages from parents expressing sympathy for how poorly the party went. The worst part is I thought customer service would address our concerns, but the supervisor just smirked when I explained. When I contacted the manager the next day, she denied everything. Instead of an apology, she claimed the staff didn't view the host as unhelpful, even though he instructed guests to clean the tables. None of the staff took responsibility or provided satisfactory service. I would never return or recommend this venue for a children's party, as they do not accept accountability for their poor service. I am still upset two days later. Please consider other options for your children; they deserve a joyful experience.
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