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Poor customer service / rude staff on front desk
Adventure Kidz的点评
点评：I’ve visited Adventure Kids in Maidstone twice now, and while the sensory play activities are fantastic for babies and toddlers, the customer service really lets the place down.
Both times, the front desk staff have come across as unfriendly. Today, I dropped in at 2 PM—when the place was nearly empty except for one other child—only to be rudely told that I needed to have booked in advance. The tone was unnecessarily aggressive, which made the experience uncomfortable for both me and my teenage daughter.
On my way out, I casually said, “You guys should smile—it’s a kids’ venue!” The young lady at the desk apologized, but another staff member replied, “Not much to smile about.” That response pretty much summed up the atmosphere.
It’s a shame because the play area itself is great, but the overall vibe feels unwelcoming. I don’t think I’ll be returning.
Just to add re the response posted on google yesterday by the venue manager-
Dear Connor,
Thank you for your response. However, I’d like to clarify a few points.
Firstly, as a senior child protection worker, I am well aware of safeguarding policies and never suggested that staff should play unsupervised with children. My comment was simply that in a children’s venue, staff should have a welcoming and friendly demeanour. I merely pointed out that you should smile, as it is not encouraging to see staff looking angry and unapproachable in an environment designed for children’s enjoyment.
Your defensive response and tone reinforce the very issue I highlighted—customer service and atmosphere matter in a children’s venue. I stand by my review and hope this feedback encourages a more positive and welcoming experience for future visitors.
Best,
Amy
Both times, the front desk staff have come across as unfriendly. Today, I dropped in at 2 PM—when the place was nearly empty except for one other child—only to be rudely told that I needed to have booked in advance. The tone was unnecessarily aggressive, which made the experience uncomfortable for both me and my teenage daughter.
On my way out, I casually said, “You guys should smile—it’s a kids’ venue!” The young lady at the desk apologized, but another staff member replied, “Not much to smile about.” That response pretty much summed up the atmosphere.
It’s a shame because the play area itself is great, but the overall vibe feels unwelcoming. I don’t think I’ll be returning.
Just to add re the response posted on google yesterday by the venue manager-
Dear Connor,
Thank you for your response. However, I’d like to clarify a few points.
Firstly, as a senior child protection worker, I am well aware of safeguarding policies and never suggested that staff should play unsupervised with children. My comment was simply that in a children’s venue, staff should have a welcoming and friendly demeanour. I merely pointed out that you should smile, as it is not encouraging to see staff looking angry and unapproachable in an environment designed for children’s enjoyment.
Your defensive response and tone reinforce the very issue I highlighted—customer service and atmosphere matter in a children’s venue. I stand by my review and hope this feedback encourages a more positive and welcoming experience for future visitors.
Best,
Amy
翻译：我已经两次造访梅德斯通的 Adventure Kids，虽然感官游戏活动对婴儿和幼儿来说非常棒，但客户服务却让人失望。
两次，前台工作人员都显得不友好。今天，我下午 2 点进去——当时除了另一个孩子外，这里几乎空无一人——却被粗鲁地告知我需要提前预订。语气毫无必要地咄咄逼人，让我和我十几岁的女儿都感到不舒服。
在我离开时，我随口说道：“你们应该微笑——这是一个儿童场所！”前台的年轻女士道歉了，但另一位工作人员回答说：“没什么可笑的。”这个回答几乎概括了这里的氛围。
这很遗憾，因为游乐区本身很棒，但整体氛围让人感觉不受欢迎。我想我不会再来了。
只是想补充一下昨天场馆经理在谷歌上发布的回复 -
亲爱的康纳，
感谢您的回复。但是，我想澄清几点。
首先，作为一名资深儿童保护工作者，我非常了解保护政策，从未建议工作人员应该在无人监督的情况下与儿童一起玩耍。我的评论只是在儿童场所，工作人员应该有热情友好的举止。我只是指出你应该微笑，因为在为儿童娱乐而设计的环境中看到员工看起来生气和难以接近并不令人鼓舞。
您的防御性回复和语气强化了我所强调的问题 - 儿童场所的客户服务和氛围很重要。我坚持我的评论，并希望此反馈能为未来的游客带来更积极和更受欢迎的体验。
祝好，
艾米
两次，前台工作人员都显得不友好。今天，我下午 2 点进去——当时除了另一个孩子外，这里几乎空无一人——却被粗鲁地告知我需要提前预订。语气毫无必要地咄咄逼人，让我和我十几岁的女儿都感到不舒服。
在我离开时，我随口说道：“你们应该微笑——这是一个儿童场所！”前台的年轻女士道歉了，但另一位工作人员回答说：“没什么可笑的。”这个回答几乎概括了这里的氛围。
这很遗憾，因为游乐区本身很棒，但整体氛围让人感觉不受欢迎。我想我不会再来了。
只是想补充一下昨天场馆经理在谷歌上发布的回复 -
亲爱的康纳，
感谢您的回复。但是，我想澄清几点。
首先，作为一名资深儿童保护工作者，我非常了解保护政策，从未建议工作人员应该在无人监督的情况下与儿童一起玩耍。我的评论只是在儿童场所，工作人员应该有热情友好的举止。我只是指出你应该微笑，因为在为儿童娱乐而设计的环境中看到员工看起来生气和难以接近并不令人鼓舞。
您的防御性回复和语气强化了我所强调的问题 - 儿童场所的客户服务和氛围很重要。我坚持我的评论，并希望此反馈能为未来的游客带来更积极和更受欢迎的体验。
祝好，
艾米
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