Energyplex - Entertainment Centre Kelowna — Attraction in Kelowna

😖 AWFUL You know what we have been coming here for some time and we have encountered some situations, but nothing like today that warranted a review. First, you're greeted at the door and looked like a criminal for bringing in your own water in a different cup.... like I seriously just took the time out of my day the gas and my car to bring a child here and pay money for them to play around your plastic structure, Even if I wanted to bring my own coffee from Starbucks or Tim hortons. Because that is my sanity. I don't understand how I am the problem... Anyhow moving on, I was honest after being interrogated and said I have a food pouch for my little two-year-old niece and the diaper bag. Which then I was given a dirty look and told. I can't have that in there. Like are you kidding me!!!! I get you're trying to monopolize and make as much money office as you can. By having your concession and you want. Every little thing bought from there, but maybe there's a point. Where you should have some respect and be kind to the parents and families that bring the little ones in. Next.... I would love to see the owners And the people who work there be trained in handling situations with children that may have certain disabilities. Hey, how bout even a descalation room where If they have to take their child and take them away from everybody, since it is such extreme high energy and there, then they could go and sit and calm their child down? Today a young boy was getting bullied and bullied in the cubes. And then finally punched a younger boy in the face and punched a girl. By no means, am I condoning this. But this little boy, I heard him being called all kinds of names and he was just playing by himself.... Then the mum went and got her boy and went to try and leave. And the dad of the boy who got punched went to the owner which obviously he was upset and I would have done the same thing. But the poor mom trying to leave with her boy, who ended up having more of an episode because of the escalation and the owner surrounding her And not understanding how to handle the situation, The mom and poor boy just got put in more of a situation, where he lashed out at the owner. This is after the mom kept asking. Please just give me some space you're going to make it worse. I'm just taking him out of here. The owner or main lady with glasses that's always there just kept hovering and hovering. There was kids crying everywhere, My two year old niece was asking what's going on what's going on. How is there not a better protocol in place? For something like this in our day and age? How do you not be trained to deal with these situations? As they come up in such a high energy place where everybody pays you money to bring their children. How do you not have A descalation room where a family can go and calm down the child and just pack up and get ready to go if their child needs to come down. How can you have so many staff members That are young teenagers walking around and not have one that can supervise a little bit in the cubicle for bullying and bad language, so that nothing gets out of hand. You literally make us drive our child there Use our time or gas We can't bring in even a coffee. We are interrogated at the door for food and beverage. Because you want to make more money off us. And it's literally just parent against parent in there. The parents were all saying the same thing. How poorly it was handled and the poor lady being made to leave. And the situation getting worse was not acceptable. I think you have some learning to do from this incident. And hopefully can learn as a company and do some adjustments that make everybody feel a little bit better about choosing your facility to bring their children too. And spend their hard-earned money at. Shame on you for making people feel so awful. I know I will never be back with my two-year-old This was a favorite place to come. The interrogation on food and beverage needs to Stop and if somebody brings in a Food pouch for a two-year-old. I think this can be...

a co-worker and I took a few of our students to the energyplex for an afternoon of fun. Unfortunately, the whole experience was complete disaster. I will NEVER take my students back to this place. I could not believe the lack of staff, experience, safety, and guidance. In the past we have taken the students here before and had no issues. This was a great place for us because we could work on our laptops while the kids played. However, we were instructed to supervise the gym area with our students upon entry. We thought we could watch through the doorway or sitting area behind the glass, but we were told we had to go in and supervise. We later realized that this was because they had no staff and we were the only adults in the whole place. We were not aware of the requirement to go in and supervise our kids as their website proudly boasts “grab and coffee and bring your laptop while the kids play in our SUPERVISED area”. This is so not the case. This is a direct quote from their website “Safety to us is a HIGH priority. Every aspect of our facility and our programs strives to make safety a top priority. Our monitored facility utilizes electronic gates, helping us regulate who comes in and out. Our staff are trained in well-developed safety procedures relating to our facility and its equipment. Safety at the EnergyPlex is paramount.” Honestly, it’s laughable reading this after the experience we had. I was honestly so disappointed with the utter lack of care and safety. Gymnastics areas are high risk and should be closely monitored by well trained staff. We were by no means qualified to run their gym while the staff were who knows where. Having no staff supervision is like having kids at a swimming pool with no lifeguards. There is the same amount of risks in both environments, so I would expect the same attention to safety. I don’t feel comfortable supervising and being responsible for children in a gymnastics area as I have no qualification to do so. But honestly their staff probably don’t either. I was especially uncomfortable when more kids came into the area and my co-worker and I then felt responsible for them also. My co-worker and I were the only people supervising the gym area. You sign a waiver upon entry that frees them of being liable in the event of an accident. However, I signed this anticipating there would be a reasonable amount of staff who were trained on safety protocol. This was very obviously not the case. I would have brought these issues to a staff member immediately had we been able to locate ANY staff member. I also will not be emailing the owners as they were there during this time that we entered and obviously don’t care about staffing adequately. They were more concerned about us supervising the play area for our kids and others. We will most definitely not be returning with our group and will be letting families from our centre know that this is not a safe place to take the children on outings. I’ve no read other reviews on here and I understand this is a family business and unfortunately that doesn’t buy my...

If you go out enough, statistically you are guaranteed to eventually have a negative experience at a business. Now, whether it is directly the businesses fault, or perhaps there were external variables such as maybe you were in a bad mood, your subjective viewpoint still deemed the business as negative. However, a businesses approach with customer service and their ability to remedy and rectify the issue will be #1 determinant if you ever come back, or forever bash their name.

This weekend, I had the unfortunate experience of visiting Energyplex and after leaving, I truly felt like they missed the mark. Despite taking the night to let my emotions flow, I decided the next morning, still rubbed the wrong way from my experience, that I was going to take maters into my own hand. Upset and frustrated with the way I felt, I decided to write rather passionate, scathing review that ultimately would make myself feel better, but completely throw away the opportunity for the business to potentially fix the issue.

Right before I was about to submit my review, I decided to take the bigger person approach and email Energyplex directly, explaining in depth how I felt and the frustrations from my visit. Not expecting any reply back, I set a 24 hour timer to then post my Google Review.

To my ultimate surprise, within minutes of sending a feedback form on their website, I already had a personal reply, sharing their General Managers email address and asking for the full story. I copied and pasted the review I had wrote, along with some additional background, and shared my experience with the General Manager, Sabine Tubbs.

Again, and completely taking me aback on a weekend, I immediately received a lengthy, apologetic email that checked off every single box that would constitute exceptional, above and beyond customer service. Sabine truly understood my frustrations, speaking to every component of my experience, and absolutely taking accountability for their employees actions. She further laid out a game-plan on how she would further guide and provide feedback to the newer employee, ensuring that rather than getting mad and being illogical, they could use this as a learning opportunity to better refine their staff. All in, I was absolutely blown away from such a reply, and I am incredibly grateful that a business such as Energyplex has a superstar of a General Manager like Sabine.

I can say with the fullest confidence that Energyplex is an exceptional entertainment centre that is bound to provide kids, teens, young adults, and grown adults an incredible experience, full of sooooo much fun! And, speaking to the back end, I can say with even more confidence that god-forbid you have a bad experience, this business is absolutely equip with the public relations training and guidance to ensure no bridges are ever burnt.

6/5 Stars if that was...