LOL PlayLab – Edutainment & Indoor Playground (Stouffville) — Attraction in Whitchurch-Stouffville

Very long review as a warning. Poor customer service and unfortunately not acting in good faith.

We had a party for my son recently. I was charged extra as we left later then the schedule party time. There are a few points that stand out that I would like to share that stood out:

Staff member notified us that the back of the contract notes extra charges for extra time. This reminder was told to us at 12:12pm, when the party should end at 12:15. I admit I did lose track of time connecting with parents and family so I know I am part to blame but 3minutes to clean up and get everyone out the door seems like quite the impossible task. The staff also did not come in the room and help clean until 12:25pm, by that time we had cleaned up the majority of the room with the help of other parents. As I got home and reviewed the contract further, there was a statement similar to the charge for extra time that “the party assistant will start cleaning the party room 10mins prior to the party end”. Management told me that they do this “sometimes”, and that it is not their job to tell us about the time.

When I had called and explained to one staff member, the staff who helped our party called me back and accused me of things I never said, such as how I told the staff that they never told me about the late fee. I never once told anyone that but in fact that I was told, but basically when the time was due. The staff noted to me that they told me and I got distracted and didn't leave right away. I was quite shocked to hear this because I started cleaning immediately when they told me there was an extra charge for extra time because as it was very close to party end time. Considering that they did not come in to help clean up until 12:25, they knew “I got distracted”.

No PA system, even though the website package notes there is PA announcement for the birthday child. Later when I enquired to the staff, as it would be helpful to even call the parents together for food/cake. They mentioned to me that the PA system is broken and management is supposed to fix it. Manager tells me they stopped using it as it does not work in rounding up parents/children. I had to spend time to round parents and children to come eat, management told me that I could have asked the staff to help round people up. During the party, the staff was asking me to tell the parents things.

We did not receive the special LOL gift for the birthday child. When I had mentioned this to management I was told that the gift is not included in the 20 children package (the package we got). I checked the website while on the phone and mentioned that the website does actually include it in the package (as of Dec 5/22). They told me they would get the staff to prepare it and I can come pick it up. I decided that I would not make the drive back as I will be taking my business elsewhere.

End Remarks: In my conversation with the manager, one of the first things mentioned to me was that you paid, which means you agreed on the price. Throughout my conversation I had mentioned that it does not really seem that the company puts the client first. I was told that they do always put the client first, even though the whole conversation with everything I brought up (PA system, notification to exit, helping clean up, special gift) seemed to be responded to poorly.

To me, putting the customer first would for one, give proper notice to the client or a 10-15min warning that the party end time is approaching. Expecting that a client cleans up the room in 3-5minutes is quite unrealistic, unless the gameplan is to make sure the client is going over the time. Then, perhaps that is not even customer service at that point. The fact that management provided me an answer that they do it “sometimes” to come in and clean 10 minutes early, when it is clearly stated in the contact that you will do, does not seem like good customer service or abiding by the contract that has...

Long review warning. I would give negative stars if I could. This indoor playground was once our favourite prior to the pandemic. First time returning since and we are EXTREMELY disappointed from the experience and do NOT recommend it!

We went there on a Sunday and it was insanely busy and crowded. Their max capacity is posted as 70 but they were certainly over that limit. I also overheard other visitors complaining about the same thing. They had 2 birthday parties simultaneously and it was also opened to the public. Ironically, we first went at 12pm to be turned away because they had private events booked from 12:30-3:30 and were asked to return. We went back at 4pm only to find out the parties were still there after paying so what was the point of that?

One of the panels on the stairs was completely loose. Kids continued to climb up even though it was tilting into the hole. On top of that, all the mats look very dirty with black marks and dirt film on top. They definitely need to check the hardware and give it a serious scrub.

There was a used mask on the ground in an extremely high traffic area. Adults and kids were trampling over it and the mask was being rolled/rubbed from spot to spot on the carpet. So disgusting!

As I’m writing this review, the mask restrictions have NOT yet been lifted and are still required indoors. However, many adults and older children were not wearing masks and freely walking around. Some people even decided that it was ok to take their masks off and eat in different play areas even though they have party rooms. One parent and their son sat at the bottom the slides, took their masks off for a snack but the son was clearly sick with a runny nose, sneezing, and coughing into the air while other kids were just sliding down into that air.

The ventilation is HORRIBLE and given how busy and crowded it was, we were drowned in scents of smelly foods and b.o. while also wearing masks. They could have at least slightly opened the door to improve the air flow.

For the 2 hours we were there, not once did we see an employee walk around to make sure everything is ok or that people are following rules. The 2 employees sat at the front desk behind a wall. The only time I saw one of them walk around the wall was to sell an over priced treat behind the counter.

We will definitely NOT be returning to this indoor playground. My anxiety level was through the roof by the...

I had the worst experience at this establishment. I would never host a birthday party or even bring a child to this establishment again. If I could rate this place lower than a one a one star rating, I definitely would. Firstly, this place is highly unsafe. The staff doesn't monitor the playground and you will find five people hanging out at the reception desk. there are signs there that parents need to take care of the kids, which is fine, but the playplace was chaotic with no staff monitoring the area. The staff is also very unfriendly and doesn't care about the customer experience. My cousin's birthday party was ruined because of their " I don't care about the customer" attitude. In fact, they specifically told me that they didn't care about my experience and laughed at me when I expressed my concerns. They also called the cops on us as well because we asked to speak to the owner -- highly inappropriate for a children's establishment, especially when there wasn't an issue which warranted it. It so happens that the owner lives overseas and their isn't any proper management to deal with customer concerns. There are much better play places out there. Don't compromise your child's birthday party by doing it here. Safe to say, I will NEVER come back here again or ever suggest this...