My son's 3rd birthday celebration here was a complete disaster. The children were left in tears. The host failed to introduce himself and didn’t guide anyone on where to go or what to do. I ended up having to manage everything myself, trying to organize parents and kids without any assistance. We only learned who the host was at the end when we questioned the chaos and lack of organization. Guests had to prompt the host to sing happy birthday because he quietly brought out the cake. The venue is not at all suitable for kids. Party food was left unattended, and no one informed us when it was time to eat, resulting in the children eating separately. We were told to clean our own table for the birthday cake, which was humiliating as guests thought I hadn’t made a booking, despite having pre-booked. Brownies and ice cream that were promised and prepaid never arrived, leaving the kids in tears. Due to the delays and confusion, we have no group photos of the children, and my son has no memories from his special day. My son, who has autism, was particularly distressed by the disorganization. He cried because he couldn’t understand why the promised treats never came. The children left hungry, overwhelmed, and upset. I spent £245 for an experience that caused real emotional distress. I’m still receiving messages from other parents who feel sorry for how poorly the party went. The worst part is that I thought the customer service would address our concerns, but the supervisor just smirked when I explained the situation. When I contacted the manager the following 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 accepted responsibility or provided satisfactory customer service. I would never return or recommend this venue for a children's party, as they do not take accountability for their poor service. I am still upset two days later. Please consider other options for your children; they deserve a joyful and memorable experience.
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