Cosmic Adventures — Attraction in Ottawa

My review is mostly directed towards the birthday party business they have. I put so much effort in with “Stephanie” to book a small party for my son. They claim cosmic is for everyone of all ages and that they have suitable packages for every need. The lowest cost party package $520. I am trying to book a 1st birthday for 5 children including 3 infants and 2 children with disabilities. The packahe includes the entry fee for each child which is almost $30 per child. I explained all of the kids have already paid $200 EACH for memberships, and that it doesn’t make sense to pay admission again within the package. For $500 the children get a birthday cake, digital email invites… and unlimited soda. I explained further that unlimited soda doesn’t work for the group of infants and the disabled children. I pleaded with this person almost a week going back and forth trying to make the package make sense. I am fine to pay the $500 which is outrageous when $1000.00 was already paid for the memberships, but just tried to include bottled water and some food like vegetables and hummus or even pizza instead of soda pop and $150 of admissions for the kids who already have paid admission… I also tried to simply buy a cake from them and have the tiny party at a table instead. She told me they sell cakes but only if I pay the $500 fee. So to clarify, I’m not allowed to bring my own “nut free” cake and I’m not allowed to buy one from them unless I pay $500 ( which includes paying admission twice). To make matters worse the disabled children eat a special diet which we are not permitted to bring inside the building. By their rules you must buy French fries and nuggets or nachos if you want to feed your kids a snack. No exceptions.. When I asked her a second time about purchasing a cake even if it’s expensive I sis do don’t mind, I just want a cake with a candle for my 1 year old, she said instead of cake I can give the kids slushy drinks ($7 each) with soft serve ice cream inside the drink.. I explained again infants don’t drink slush puppies.. try see kids are 10 months old, 18 months old etc , and she just ignored me. I asked for a manager to help with the situation and got no reply. Obviously I’m not going to beg to pay you $500 to have my sons party here , but if you are “so busy” and “so well off” that you can’t even make a small accommodation for a group of babies and disabled kids I am just ashamed for you. It should have never gotten to this point. I can guarantee you that none of us will be renewing...

Cosmic adventures staff (management) do not follow protocol regularly.

Yesterday I visited the facility with my daughter and two sisters (one who is 6, and other 16). Janette, the manager scanned my daughters membership and helped us with purchasing my little sisters day pass. My other sister, who is 16 accompanied me yesterday to help take care of my infant, while I watched the girls (my daughter and little sister) play. No one asked her age (16), no one asked for a payment for her, and there were no issues at all (apparently, they assumed she was an adult - I later disvcovered). We had a great time, all went well, we even had lunch there!

So today, I returned for the girls to have a great time. This time, I was even buying my little sister a membership. Just about when Isabel (another employee) was going to let us in, she asked for the age of my sister, I told her she is 16, and that is when Isabel told me that because she is under 18 she has to pay $21.99. I explained to both Isabel that I came time yesterday and Janette, the manager did not even ask her age, and I did not know about this protocol, and that it is not fair that I came all this distance under the impression that everything was going to flow just like yesterday. I told Isabel that they are not being consistent with their rules! It is not about the $21.99, (I just spent $100 on a membership), it's about the principle.

Isabel couldn't rectify the situation. So, I asked for Janette, the manager who helped us yesterday. Upon Janette's arrival to the front desk, Isabel begins conversing with her in French, meanwhile the whole time she spoke English with me. That is not polite nor professional. Luckily, I understood and asked her to speak to me in English.

I explained everything all over to Janette. Janette responded by first denying helping me with the entrance and transaction yesterday. After getting past that point, she said there is nothing she will do, and that, "I SHOULD CONSIDER MYSELF LUCKY FOR MY 16 YEAR OLD SISTER GETTING IN FOR FREE YESTERDAY!" [ not only did she not apologize, she did not even own up to her wrongdoing ]

So, there you have it folks, we customers should consider ourselves lucky when Cosmic Adventures stuff, including management fail to follow their protocol and deceive their customers. ...

I am deeply disappointed by my recent experience at Cosmic Adventure Park. It was supposed to be a safe and enjoyable place for my family, but unfortunately, it turned into a distressing and traumatizing experience.

During our visit, our confidence in the park's security was seriously shaken. Firstly, we discovered that my child's water bottle had been stolen. It's not so much the monetary value of the item that concerns us, but the very fact of being robbed in a supposedly secure place. We had left our belongings in the designated area, thinking they would be safe, but this incident completely shattered our sense of security.

Moreover, we were verbally assaulted by three individuals. My 2-year-old son was playing innocently on the slide when he became the target of these aggressive people. They not only tried to push him but also threatened him verbally, creating an extremely hostile environment. Fortunately, I was able to intervene in time to protect my son, but the situation could have escalated into something much more serious.

What is particularly disappointing is that despite reporting the incidents to the park staff and identifying the individuals involved, no action was taken to address these issues. As holders of an annual subscription, we expect to be treated with respect and to enjoy a safe environment every time we visit the park. However, these incidents have seriously eroded our confidence, and we have decided not to renew our subscriptions.

It is crucial for Cosmic Adventure Park to take these incidents seriously and to take immediate measures to ensure the safety and well-being of all its visitors. No one should fear for their safety when visiting a family entertainment venue. We sincerely hope that changes will be made so that other families do not go through the same unpleasant experiences we endured. Adding to our concern, despite reporting the incident, the verbal assault with threats was not addressed, which is even more worrying for the safety...