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Jill T
Horrible Customer Service! Spend your money elsewhere!
Flying Squirrel Hamilton的点评
点评：We booked a birthday party here for 11 children during an extreme heat wave, only to arrive and discover there was no air conditioning. We later learned the AC had reportedly been out of service for about two weeks, yet no one contacted us in advance to let us know or offer the option to reschedule. Had we known, we never would have brought a group of children into those conditions.
An Orange Heat Alert was in effect, and both children and adults became overheated. Some showed signs of heat exhaustion, and the kids were struggling to participate. Instead of enjoying their birthday, they left sweaty and disappointed.
To make matters worse, the staff member assigned to our party was called away to a lengthy staff meeting while we were the only party there. We struggled to get water refills when they were most needed. Mara was helpful whenever she was available, but overall the staff seemed unprepared, and no manager came to check on our group or address the situation.
What was most disappointing wasn't just the broken AC—it was how the situation was handled. There was no phone call for advance warning, no apology from the GM (who was MIA), no effort to mitigate the conditions with fans, complimentary cold drinks, arcade passes, or any other accommodation. Customer safety and satisfaction should have been the priority.
We paid a hefty price for a memorable birthday celebration and instead experienced an unsafe and deeply disappointing afternoon. I hope management takes responsibility for how this was handled so other families don't have the same experience.
An Orange Heat Alert was in effect, and both children and adults became overheated. Some showed signs of heat exhaustion, and the kids were struggling to participate. Instead of enjoying their birthday, they left sweaty and disappointed.
To make matters worse, the staff member assigned to our party was called away to a lengthy staff meeting while we were the only party there. We struggled to get water refills when they were most needed. Mara was helpful whenever she was available, but overall the staff seemed unprepared, and no manager came to check on our group or address the situation.
What was most disappointing wasn't just the broken AC—it was how the situation was handled. There was no phone call for advance warning, no apology from the GM (who was MIA), no effort to mitigate the conditions with fans, complimentary cold drinks, arcade passes, or any other accommodation. Customer safety and satisfaction should have been the priority.
We paid a hefty price for a memorable birthday celebration and instead experienced an unsafe and deeply disappointing afternoon. I hope management takes responsibility for how this was handled so other families don't have the same experience.
翻译：我们在酷暑期间预订了这里为11个孩子举办的生日派对，结果到了之后才发现空调坏了。后来我们才知道，空调据说已经停用了大约两周，但事先没有人联系我们告知，也没有提供改期的选择。如果我们事先知道，绝对不会带一群孩子来这里。
当时正值高温橙色预警时期，大人小孩都热得受不了。有些人出现了中暑的症状，孩子们也很难集中精力参与活动。他们没能好好享受生日，而是满身大汗，失望地离开了。
更糟糕的是，负责我们派对的工作人员在我们是唯一一家客人的时候，被叫去参加一个冗长的员工会议。我们最需要水的时候，却很难找到人来续水。玛拉在有空的时候倒是挺乐于助人的，但总的来说，工作人员似乎准备不足，也没有经理过来查看情况或处理问题。
最令人失望的不仅仅是空调坏了——而是他们处理这件事的方式。事先没有电话通知，总经理（当时不在场）也没有道歉，更没有提供任何补偿措施，比如免费冷饮、游戏机通行证或其他任何形式的帮助。顾客的安全和满意度本应是首要考虑的。
我们花了大价钱原本想好好庆祝一下生日，结果却经历了一个不安全且令人极其失望的下午。我希望管理层能对此事负责，以免其他家庭遭遇同样的经历。
当时正值高温橙色预警时期，大人小孩都热得受不了。有些人出现了中暑的症状，孩子们也很难集中精力参与活动。他们没能好好享受生日，而是满身大汗，失望地离开了。
更糟糕的是，负责我们派对的工作人员在我们是唯一一家客人的时候，被叫去参加一个冗长的员工会议。我们最需要水的时候，却很难找到人来续水。玛拉在有空的时候倒是挺乐于助人的，但总的来说，工作人员似乎准备不足，也没有经理过来查看情况或处理问题。
最令人失望的不仅仅是空调坏了——而是他们处理这件事的方式。事先没有电话通知，总经理（当时不在场）也没有道歉，更没有提供任何补偿措施，比如免费冷饮、游戏机通行证或其他任何形式的帮助。顾客的安全和满意度本应是首要考虑的。
我们花了大价钱原本想好好庆祝一下生日，结果却经历了一个不安全且令人极其失望的下午。我希望管理层能对此事负责，以免其他家庭遭遇同样的经历。
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