Tenpin Camberley — Attraction in Surrey Heath

Booked for 3pm bowling, arrived at 2:55 and had to que outside to get in and then que again to check in once inside. By the time we checked in it was 3:05 and we were told we would need to wait 5 minutes for the previous people to finish their game and then the area and equipment be cleaned (a little annoying but it's half term so kind of understandable and happy they were cleaning in between people) by the time the other people left and we got on the lane was about 3:20. On several occasions people who were playing table tennis had to come into where we were to get their ball back - having these table tennis tables situated so close where the balls can come into the area where other people are is not covid safe at all and needs to be reconsidered, my daughter even got hit with a ball at one point. Staff members also constantly cut through where we were, one literally walked into my daughter as she turned around from the monitor (she didn't even acknowledge what she'd done, just carried on going) this is very worrying given that we're in the middle of a pandemic and are supposed to be maintaining social distancing! Fast forward to the end of our visit and after being late to start our pre booked games, we were obviously late finishing, meaning the next people were waiting for the lane. The staff member was obviously in a rush for us to leave as he started cleaning around us, not maintaining any kind of distance, sprayed the moniotor while my daughter was still looking at it and then sprayed the table while she was standing next to it so the spray went over her too. We visited during the summer holidays and had a much better experience than this, clearly your staff are not taking covid measures as seriously anymore. I did inform a staff member before we left of how unhappy I was who said she would deal with the staff member about the cleaning but not sure if...

One of the security guards had retrieved my wallet which I had light heartedly left by the punching machine as I left I realised I didn’t have my wallet on me. 2 minutes later I went back to retrieve my wallet and the security guard working there the short one with the long trench coat had given me back the wallet and it was empty. He had taken my £60 of ten pound notes out my wallet. He has taken my driving licence and my debit cards giving me a very difficult task of having to cancel all my cards and paying Dvsa £20 to send out a new driving licence. I understand taking care of your belongings is a must and respect that but within a 5 minute time frame of a very empty arcade it’s very unlikely that any other person had taken my belongings. And the cheek to hand it back to me whilst he had my cards and money in his pockets the whole time. I have contacted the police for this incident as I am very much disappointed in the act of theft committed by one of your staff. I hope you guys take care of your things because there really is no trust in humanity any more the decent thing would be to hand back the wallet with all the belongings inside.

I don’t understand why anyone would do such a thing and how a professional arcade company would hire such people who would steal money from their paying customers.

I just don’t think I will be coming back here after that and I hope the police catch the man who stole my belongings I know who he is and what he looks like.

If a staff in any shop is able to steal from their customers whose to say they won’t steal from you. This is not in I don’t think a man like this should be allowed to work here again. I’ve read the reviews and I’ve seen the negative ones are directed at the same security guard whole stole from me. And now going on to tier 3 he will be put on furlough most likely and I don’t think he deserves that...

Bowling itself was fun (although overpriced) but service was shockingly bad. Very understaffed, despite having prebooked we waited in line for 20 mins to be told what lane we were in. Twice we were put in lanes that were occupied so had to keep going back to ask where our reserved lane was.

Eventually we got our lane 30 mins after the reservation time and then ordered drinks to the lane table via the app. After 25 mins of waiting I went to the bar to ask what the holdup was (the person next to me in the queue said he had been waiting for 40mins!) And the bar staff said that they hadn't received any order even though the order had come out of my bank account. They said that the system wasn't working and that they were unable to receive any orders however they had no problems in accepting the payments and weren't bothered to let the customers know that the system wasn't working so many people were waiting for crazy amounts of time...

They said they would bring the drinks out to my lane so I went back and waited another 15 minutes, still no drinks. I asked the bartender walking by to please remind the bartenders about the order. Another 10 minutes later still nothing until eventually I went up to the bar once again to keep reminding them about the drinks order...

This place has great potential but it lacks organisation and customer service. We would have stayed longer but got fed up of waiting for everything and left after the bowling. I have just read countless negative reviews stating similar cases and management replies apologising and says they'll look into this internally but clearly they aren't bothered as these reviews are constantly being posted...