Kidspace Romford — Attraction in London

This venue was chosen by our son for his 6th birthday party which he was very much looking forward to. Notwithstanding how crazy busy it was, the children seemed to have a great time.... until the time that we needed to bring the cake out.

Following the blowing of candles and wishing happy birthday to our boy, -our "party hostess" literally dropped the cake straight onto the floor, face down, managing to almost completely destroy it. The whole scene was witnessed by most of the kids which all started shouting and screaming about it (the parents were at first unaware that anything happened but quickly picked up on the fact that our cake was dropped on the floor).

Instead of one of their staff members telling me about it, they proceeded with hiding in the venue's kitchen with the damaged cake. I actually had to make my way in there myself (despite them trying to tell me that this area "was not allowed to the public") to see the extent of the damage. They claimed that a kid outside our party group ran into the hostess and caused the accident but were not particularly apologetic about it- they simply proceeded to try and cover it up by cutting pieces of the completely mangled cake, which had already touched the floor.

What ensued was complete chaos which totally ruined the birthday experience for our son and his guests: the "hostess" took twice as long to cut the destroyed cake into pieces and put the mangled chunks in the goody bags, by which point the kids were getting restless, the parents realized what happened and started asking us whether it would be "safe to eat the cake from the floor"- completely justified.

Needless to say that we are sure that everyone probably threw the cake pieces out instead of allowing their kids to have it. Our son was devastated to see his birthday cake with his chosen decorations go to such waste, he didn't even get a chance to have a slice himself.

Eventually some members of staff came out of the kitchen 20' late with some half melted ice cream pots (which should have been brought out right after the cake was taken in) and the goody bags, by which point most of the kids had been scattered out of the "party room".

Total and utter shambles. For a venue that charges £17/£20 per child for a party, their way of dealing with it was completely appalling. They not only did not offer to reimburse us for the cost of the cake or to offer some form of compensation for the fact that our son's 6th birthday party was completely ruined, but they also refused to put us through to the manager on the day and only gave us her email address. Needless to say we have emailed Claire (the manager) and have heard absolutely nothing since. The least they could have done is offer a free pass to our child- which would have cost them nothing.

All the parents were notified of the incident and needless to say, they will not be bringing their kids back there.

Terribly unprofessional and downright awful service and customer support, left everyone shocked by what happened. Shame on them for ruining a child's party- and charging us through the nose in the...

To begin with, the booking was uniquely complicated and nothing was explained properly. I did not receive a confirmation email for the reservation until I requested it. We arrived right on time at 3:15pm. They asked us all to stay in one room while they cleaned and prepared the room for the party. Cleaning took 30 minutes, preparation another 20 minutes. Some of the guests got nervous. The children had very little time to play, just a few minutes. After which we waited another 20 minutes for food and the kids were already hungry. After the food was brought one of the waitresses brought the cake exactly 5 minutes after the food was brought for the kids. The children had not eaten but she insisted because after 20 minutes do we have to leave. Given that they delayed us due to very poor organization on their part, the time had to be extended. No one said what came next. The toy stuffing time lasted exactly 10 minutes, not 30. One of the two girls was not friendly and did not act like a professional. She even got angry that the children were not paying attention to her and told the other girl that there was no point in continuing. Naturally, the other girl refused and continued to entertain the children with the toys. Our horrible party lasted no more than 1 hour. Drinks were very poor quality. We had to pay for the car and fanta separately. We spent over £300 on this fancy party. We are very disappointed. My child has said several times that she doesn't like it and wants to leave. It was devastating for her and us. I saw in all the parents and children at the party the negative experience. We were all of the opinion that there was no organization and all said that they would not visit this center again. I forgot to mention that we were more than 15 people in a super small room without any ventilation or air. They put in a fan that didn't do any work. We are very disappointed with the price we paid, because it does not justify either the attitude, the organization, or the time. Absolutely nothing was wrong. The manager and one of the employees were rude and arrogant and would not admit they failed and were unprofessional. I will leave this review on Google as well as on trustpilot. A lot of money for a very nervous and...

I did the ‘teddy bear work shop party’ for my daughter’s 8th birthday today. We had been to the workshop back in July, so my daughters heart was set on experiencing it all with her friends, for her birthday. Communication via email has been great with the Kidspace team with any questions I had, they were very quick at responding back. I also got a phone call to say thanks for booking and let them know if I have any questions- communication is very important. The account you make when booking the party, was very easy and really good as it has an invite list, which sends a text or email to the parent- that checks their attendance and any allergies. We were greeted by a friendly team member when coming in today, then Darcy took over with names, wrist bands and asking about food- she was great, very welcoming to both parents and children. I asked her a few questions/requests- she was able to answer them and sort my requests promptly. Jenna was our party host, she was honestly amazing and very good with the children. She was very polite and was also really hands on (even before the teddy bear workshop) She talked me through everything, told me to go to her or Darcy if I had any questions. I had my own cupcakes (shop bought) which I was just going to put a candle in one but she told me her idea about putting on a cake tier and letting my daughter blow from there- which Jenna then organised. The whole experience was well organised And Jenna talked me through everything before she did it. I honestly cannot fault my experience today. The team were amazing! And the children had an amazing time and the parents were also pleased with the experienced and praised how lovely the party had been. They were able to cater to the allergy guests (dairy free children were given mango sorbet at ice cream time) The portion size on the food was decent. Thank you so much team Kidspace but especially Darcy and Jenna for making the on day experience easy...