FantasyWorld — Attraction in Makati

We were charged a 1-hour extension for five kids, despite them not using the full hour. They settled and fully entered around 5:20 PM, so their playtime should have ended around 6:50 PM. Just before 7:00 PM, we asked if their time was up, only to be told they had already exceeded it. Entry bands were handed out, and we assumed time would start when they were scanned upon entry. No staff informed us that time started from the transaction, nor did anyone approach us while we waited outside. This lack of communication was unfair, especially for a group waiting for companions. Had we known, we would have waited to transact until everyone was there. Furthermore, there were no notification that time is up already.

What really put us off was how they insisted it was our fault for not asking about their rules—specifically that playtime starts from the transaction/payment time and that they do not notify customers when playtime is up. However, these rules are not even stated in their displayed policies.

Then suddenly, they claimed they did inform us—which was completely inconsistent with their earlier stance that it was our fault for not asking. When we asked them to check the CCTV as proof, they said it wasn’t allowed. If they were confident that they had informed us, why refuse to verify it?

It shouldn’t be the customer’s responsibility to ask about something that was never communicated in the first place. Clear and transparent policies should be provided upfront to avoid confusion.

P.S. I appreciate that one employee (short-haired, wearing a blue polo shirt) who took the time to apologize for what happened—unlike the others, who simply blamed us for not asking and made it seem like it...

We've been to several play areas, but this is the first time we've encountered one that does not inform guardians when playtime is up. On top of that, they start counting playtime from the transaction time rather than the actual entry time of the kids.

We had to wait a few minutes before entering because we were waiting for our companions. At no point were we informed that playtime would begin at the time of payment. Had we known, we would have waited to transact until everyone was ready. They handed us the entry bands, and since there was a separate entry point, we assumed the timer would start when the bands were scanned—not from the moment of payment.

We left the kids with their nannies thinking everything was properly managed. However, since no one informed us when playtime was up, we were charged for "extended time"—counting from the transaction time up until the moment we asked if time was up.

When we raised this issue with the staff, they claimed it was their "policy," but this was never communicated to us, nor was it stated anywhere in their official guidelines. We even asked them to check the CCTV as proof that the cashier did not inform us, but they said it was not allowed to be reviewed.

In the end, we just paid to settle the issue, but we want to call out the management for this unfair practice. We will not be returning to this play area, but we hope no one else has to experience this. If they were simply transparent about their rules, this could have been avoided. We strongly urge them to improve their system and...

Its a nice playground for kids no doubt about it but with thier price increase just to off set thier so called “free socks” recently is quite a turn off. We dont need “free socks” that we paid for in reality every time we go here especially for returning customers for the past years. Its already mandatory that we buy the socks from fantasy world which is okay (most of the other playground dont if you bring your own antislip socks). Besides the socks that they provide is quite nice and its not disposable. Now if you frquently go here, you’ll have socks all the time and its not...