U Play Indoor Playground Edmonton — Attraction in Northwest Industrial

We had my sons birthday party here this last saturday the 27th, and it was the worst experience and service provided. We booked this party over a month in advance and requested we have the biggest party room they have. Upon arrival, we were told that the last party was finishing up and they would get the room ready. We were then told we would only get half of the room, and it would be divided with a curtain to accommodate another party on the other side. After multiple conversations with the manager on duty (Sukhvir), she moved us to a smaller room. This smaller room was not big enough to accommodate for the party size we had, and we were told some of our party could sit at a “reserved” table out in the dining area. The room they gave us was filled to the max and we couldn’t even close the door to have any privacy due to the amount of people in the room and also due to the fact that part of my party was sitting outside. This also resulted in random children who were not in our party running into our party room and taking things. We were also given the party room late, which resulted in delaying our party start time, and some of our guests had to leave before we were able to cut the cake. After we had the party room for an hour we were asked to leave as they needed it to set up for another party, even though we had booked the platinum package and were supposed to have the party room for 90 mins. At the end of the party, we asked to speak to the manager. When we talked to the manager, we asked her what the reasoning was and why we didn't get what we had requested when we booked the party. She told us that the second party had booked the party on January 16th. And they needed to accommodate that as well. She also kept insisting that our party wasn’t big enough to be in the larger party room. When asked what the number of people needed for the big party room was, we were told 20-25 kids. Even after having that many kids in our party group she still insisted that it didn’t matter because we had children in our party under 1 even though we offered to pay the extra money for them to be added to the party. They also weren’t willing to compensate us for their mistake at first. It took 30 mins of going back and forth between myself and my wife and the employees for them to finally be able to compensate us for their mistake. We were also told multiple times that parents are to drop their kids and leave, even though they have a sign saying parents are to supervise their children at all times. Also, after having conversations with employees and asking for their names, we were told their names were Diamond and Star. Overall we would not recommend this place for having a birthday party as the service was not good. It also felt like a few times throughout that time that they were close to max capacity if not over as there were easily over 300 people there. The bad service overall resulted in a bad time for my wife, who has spent so much time and put so much effort into planning our sons first birthday. If they can’t cater to that many parties, they should not be booking in that many...

We just had my daughter's birthday here and it was the most horrible experience for the price you.pay.

They don't check the bracelets and let my young nephew out with another family, such a liability and security issue.

They harassed one.of my friends on the way out to pay the remaining party bill. She was a guest and she was made to feel like she was doing something wrong.

I had no idea who the host was. We had to scramble to find extra plates and napkins. It took awhile for the food, all the food should habe come together but it did not. It was just a disorganized mess.

When I wanted to convey my concerns, I asked for a manager and got the pleasure (very sarcastic here) of speaking with MEHAK, i honestly have no idea how she has her job. She was the rudest most unprofessional manager I have ever dealt with. She came to speak with me and you could see she already had a chip on her shoulder, she didn't introduce herself, didn't ask if she could help, instead she looked at me and rolled her eyes a few.times and was extremely rude! When I told her she was ignorant and I wanted to speak to someone else, she lied and said there was no one else.

I ended up being helped by a gentleman that was below her and he should actually be the manager, he was so nice, he was kind and knows gow to deal with people and has customer service.

He ended up getting me in touch with another manager who was apologetic and made things right.

While I was waiting for the other manager and speaking on the phone MEHAK tried to intimidate me by coming right over beside me and staring at me, i asked if i could help her and why is she staring at me, she said nothing but that stupid look on her face and rolled her eyes, I asked her if she could actually get away from me because I wouldn't be intimidated.

At the end the other male manager and the other male employee were.absolutely fantastic but I was already left with a terrible experience and MEHAK made it way worse.

On our way.out, she was speaking about us to another employee and they were staring at us. When they were caught staring at us the other employee smiled, it was actually humorous at the end because.i just smiled and waved.

MEHAK is the absolute worst person to deal with, she is immature and has no respect, she is a entitled little brat in a nutshell and needs to gain some life experiences to learn how to actually deal with people.

Won't recommend this place and won't be going back, especially for the amount we...

We scheduled my son's 8th birthday a few weeks in advance and went with the full gold package. We set our time for food for 1:15. We recieved our mostly cold hotdogs at 20 after and we continually had to go back to the counter to ask for the rest of it. Hotdogs were brought but not enough plates or napkins. Had to ask for the fruit platter 2 times. Fries came at the end and were cold. So did the napkins after the kids used their clothes already. The planning and execution left a lot desired considering the price point. The room we were in was filthy. The chairs looked like they had never been wiped down in their life. The walls were covered with old food. The arcade only had a few games operational most were out of order or like the air hockey never gave any tickets. There were not enough balls for the trampoline basketball area. Kids were banging into each other and fighting over the 1 there. Everything outside of the bathrooms were filthy. Staff was not consistent or friendly in anything. I wore my shoes, saw plenty of other adults wearing theirs my husband was scolded to take his off. The place is noisy, loud and overbearing, expected with children but the staff...not a smile to be found anywhere. No one came to do a check in for a base level of quality control. Nadda. There is one tiny water fountain that barely sprays, you are not allowed to bring outside anything so be prepared if anyone is thirsty for water to pay $2.50 for a 0.35 bottle of water. Would recommend bringing refillable water bottles to fill from the fountain. $25.00 for a party of 10 kids for water is just robbery plain and simple. Maybe I would've felt better getting bent over if someone actually smiled. But they just bitterly bend you over. I would never book a party here again or recommend any one...