Total Ninja Northgate - Johannesburg — Attraction in Gauteng

I went here a couple of weeks ago for a kids party and ended up getting injured on one of the obstacles in the main obstacle section of the venue. I twisted my ankle sliding down one of the ramps at the end of the obstacle; which resulted in torn ligaments and a broken bone in my foot that required emergency surgery to repair and will require another 4 - 6 weeks recovery and months of physiotherapy after that.

Up to that point I was having a great time and the kids were loving it also, but unfortunately, once I was injured I got a very rude awakening as to how ill-prepared and uncaring this place is when it comes to dealing with emergencies.

When I twisted my ankle I knew immediately that it was very bad as I heard it snap and was in extreme pain. One of the kids saw what happened and called for help, but it took at least 5 mins, if not longer, for a so-called "medic" to come. This is not a big venue, so 5 mins doesn't sound long, but it's very long for this size venue while you're in alot of pain.

The medic was nice and tried to assist but was not at all trained for the kind of injury I had sustained and had no idea what to do. She kept wanting to put strapping tape on my foot, which would have been the totally wrong thing to do. She didn't even know if there was an emergency exit from the course, which we later found out that there isn't...or at least not from the section I was in. This meant that other people from our party had to assist me off the course. Only once I was already off the course were staff called to assist me up the stairs as I was obviously unable to walk by myself.

Once upstairs, the medic told me that she can't bring any of her equipment through to help me because it might scare the other customers. We also found out that they had no wheel chair or other emergency equipment available anyway. So the medic was setup for failure from the start.

Eventually, the medic got me some ice and I was left sitting in a chair by myself while someone from our party went to centre-management to try get a wheel chair. We then had to find our own way out of the venue to the car so that I could be taken to the hospital, with no further input or care from the staff.

At the hospital, when explaining what happened, one of the ER staff said that they get a lot of injuries coming from this place.

A place like this should have much better emergency response procedures and properly trained medics with proper equipment available, and maybe even an ambulance...

On the 15 December 2023 - I lost my phone and when I alerted the total ninja coordinator that was on the “ride” we were on, I told her whom were my suspects and requested to see the cameras immediately! She quickly rushed to the office and alerted the supervisor Mbali Gxabashe (the supervisor on floor) of the incident and came back to me with another iPhone device with her other colleagues’ trying to help me track the phone with the FindMy App .. at this point the phone had only been lost for less than 5 minutes and it’s already switched off. Besides the coordinaters who tried their utmost best to assist me, the Supervisor who is Mbali wasn’t giving me her attention, she never came to me to ask questions or heard my statement instead she is attending the culprits, hearing what they have to say .. in this case they said they saw a little boy picking up a phone - she took them to look around “for the boy” who stole it and after the boy wasn’t found she let the culprits GO!! Since the incident, I am waiting in the camera room requesting to see footage all the coordinators are saying they looking for Mbali she’s the one with access to the camera system, I see Kevin who assisted me with buying tickets & socks - I let him know of what’s happening - I go for a walk to outside the mall to calm myself down!!

I found them in the camera room she said to me she had to let the culprits go as they were minors, this is a 16 & 18 year boys old who signed themselves up without parents!! We watch the video it shows it was them who stole it .. luckily I was able to call someone at home to use another device to mark the phone as lost and I had to spend more than 6 hours trying to retrieve my phone. Eventually I found the phone and guess where I found it , the same culprits who Mbali had to let go before we watch footage as they were minors !!

I want to give a Shout Out to Kevin!! Keep doing your job passionately, thank you for giving us the best customer service experience ever, thank you for sense of emergency in attending queries !! And all the coordinators are champions!! Mbali gave me the worst...

I had just wanted to take a moment to express our heartfelt gratitude for making our daughter’s 8th birthday such a memorable event. From the very first email, your communication was clear, informative, and responsive, which made planning the day so much easier.

On the day itself, we were absolutely blown away by the professionalism, energy, and care shown by your team. Charlie, our host, was incredible – attentive, engaging, and wonderfully tuned in to the needs of the children. Together with Nda, the trainee, they kept the group of ten kids safe, happy, and involved. Charlie even noticed when some children felt a little left out and took the time to bring them back into the fun. That level of attention meant a lot to us.

Kontse (forgive me if I’ve misspelled her name) was equally amazing! She was so organised and on top of absolutely everything – from arranging extra drinks to labelling the kids’ leftover food, and even sourcing a trolley to help us take our daughter’s gifts to the car. Nothing was too much trouble, and her efficiency meant we could focus on enjoying the party and spending time with the parents.

Thanks to this powerhouse team, we felt completely supported and never rushed. They handled everything so seamlessly that we were able to simply enjoy the...