Planet Play Ltd — Attraction in Rochdale

We’ve been here twice now and both time had unpleasant experiences. This time we paid for our hour play session, had a quick nappy change before going in and then about 50minutes in got out and ordered some food to eat, I did ask for some tap water but was told this would have to be paid for. I’ve never been told I need to pay for tap water anywhere before so I was a little surprised. Food arrived approximately 15 minutes later, it was fine. My 2 year old is a slow eater and was about 1/4 through her meal and a staff member came to say we had over run our hour slot and should have left by now. I was confused by this as we had left the play area in plenty of time and then paid for the food in the cafe. My toddler had her shoes on at this point and wasn’t going to be going back to play. We felt very rushed by staff who started sweeping under our feet. It wasn’t closing time, nor was it extremely busy, so I couldn’t understand why we were being rushed so much, especially as we had paid for the food. Both myself and my little one were eating, it became a very uncomfortable environment for us to be in. I let her finish her food although we were definitely annoying the staff by doing this. It took my toddler around 45 minutes to finish her food, this is normal for her at a meal time, she was being very well behaved and sat at the table throughout.

On the way out I went to apologise to the staff for not understanding that the hour play was meant to include the time spent in the cafe and that was the reason for our 45 minute late departure. To my shock I was met with the 2 older staff members who appeared to be acting in a more senior role, they both argued that an hour was an acceptable time to play, order, wait for food, use the toilet facilities and eat. They argued that no one takes 45 minutes to eat. My little one was upset by their raised voices and needed reassurance as we left that we wouldn’t be seeing the ‘naughty ladies’ (as she put it) again.

I don’t think I should even have apologised in the first place, but I do like to be the bigger person in these situations. Especially in front of my toddler. On top of all of this it’s by far the most expensive soft play we’ve been to and the only one we’ve ever had to pay for a parent to join their toddler/baby.

There was a younger staff member who we spoke to who appeared a lot kinder. Unfortunately she was bound by what the other 2 staff member were telling her to do.

Do yourself a favour and travel further for a...

Absolutely poor service. Their last admission is at 16.30, we came at 16.36, staff refused to sell a ticket. My 3 years old daughter been totally down. Many thanks from me and from my crying 3 years old angel. Never again. Their working hours are till 18.00. I wanted to pay full amount ticket and stay only one hour, maximum till 17.30. Nothing can convince the staff. On the end of the amazing experience I just got an answer that they started cleaning ( 16.36 ??? ) and absolutely great ignorance by showing me back.

For everyone who whis to go to this place. Pleace read their respond. Thier are working hours are till 18.00 but it is not econmic to stay until 17.30 as I offerd that time. They said that their started cleanig when the children been playing that moment. Also, they said in their respond Last child been ther until 17.15 it means that we could have at least nearly 30 minutes . We could stop playing at 17.15 but nobody wanted sell the ticket and allow us to play. Completly don't understand why their started cleaning 1 hour and a half before closing time. Everyone who has a bit of emphaty and at least will try to find a solution will resolve 6 minutes late our arrival. Unfortunately, instead find the good solution in this situation provide poor service, they will show lack of respect to their customers, they will show poor manners and PREFER TO LEAVE CRYING CHILD and they prefe to get negative feedback.

I wish to say all the best in the future but with these standards you presented that time and in your respond I am fraid that you will start losing. This bad situation already cost you the bad feedback. As I seens not a first bad fedback from customers.

I wish to find something positive in this situation but you prefer blamie us by your lack of understanding this situation. That day I decided to go to Trafford becaus I found play area opend until 7pm went to Trafford there wasen't any plobrem to start playing 45 minutes befroe closing time. They started cleaning at 7pm.

The worst thing is that this situation in your place, firstly, negatively affected my daughter 3 years old. And even when we had a chance and options to find better solution you chose...

I think they need to stick to Play Area for children rather than venturing into hosting Birthday Parties. Parties are fine so long as you do it behind closed doors for the host with the invited children taken in quietly rather than starting the Party in the main play area then taking some children in and leaving others out. Children are not adults so they are deeply affected when they are excluded or removed from taking part in something like that as they do not understand why and it has to be explained to them from a grown up point of view. In general a good place to take the kids to play but a bad experience can overshadow all the good. As constructive feedback I would suggest Parties are all undertaken behind closed doors in one of the rooms or you could close it for the general public whilst using the whole area for the party host.

In response to the reply: The party was announced with a 'Happy Birthday To You' song on loudspeaker in the main play area and ALL the kids in the play area went running and my 4 year old girl curiously joined in as any kid would while I attended to my 3 year old son on the other side. When I realised she went into the room I followed and tried to talk to her to leave the other kids but as she is just a 4 year old child it's not as straight forward as adults talking to one another. I did speak to the host after which I realised it was invite only and I gently forced her out of the room. Also she did not eat a plate full of food as this was taken by a staff member at the same time I picked her up to take her out. Regarding your suggestion to familiarising ourselves with Birthday Party ettiquettes I will teach my 4 year old to surpress her childish tendencies but I would also suggest in return that you familiarise yourselves with children's feelings and understanding their view of the...