Adventure Kidz — Attraction in Tonbridge and Malling

Came here today for a child's birthday party and I was quite excited to attend with my children and celebrate as I had had such a great experience here a couple years ago.

First mistake was attending a child's party here on a Saturday at lunch time. As soon as we arrived parking was clearly atrocious with a massive queue and cars turning around in a small space to just find somewhere to park.

Went inside and it was complete mayhem in there, which was fine and expected but both of the 2 children's parties that were taking place were shoved on to 2 tables over the far side right next to where everyone queued for their food and drinks, and with it being lunch time the queue was very large and meant it was quite difficult to manoeuvre around our tables.

My 4 year old daughter went off with my husband and family members to play on the bigger parts of soft play and I decided to take my 4 month old son to the baby section as he loves lights and I'm aware the baby section is good there. However, I was in the section less than 10 minutes. I laid my 4 month old son down on the right side of the sensory lights part so that there was room for other babies and parents to put their children in there too. A girl who was clearly older than baby or toddler age suddenly came into this space and was walking around it, no parent in sight to tell her she shouldn't be in that section. She then tried to leave, and rather than walk on the left side where there was a tonne of space as I'd left a tonne of space, she started walking through the middle of the light tubes where my son was laying and literally stood on his face. It was not accidental as she was walking slow enough for her to know where she was stepping. I immediately picked up my son, and told the girl off and told her what she had done and that she shouldn't be in that section. Again no parents in sight and no workers nearby to flag that this had happened and to control the area.

I stayed in the area but held my son as the girl left, but then within a minute or so there was a parent who came with his older children and was encouraging them to play in the baby section. Again no staff around to inform them of this. I will say it was a very busy time and I can imagine staff were dealing with food orders and cleaning, and the 2 parties, but it was very upsetting and frustrating that older children were just in the baby area. I really think it needs to be more secluded like in other soft play centres to ensure that older children aren't just able to go in and hurt babies. I did not go back in to the actual soft play area after this which was a real shame as I had to just sit out because I couldn't rely upon my son being able to play in the baby section knowing older kids were just running around in it.

Both my husband and I were very disappointed in the toilets. Whilst there was a baby changing facility there, this was constantly locked and presumably in use whenever we went to use it and it meant that my husband could then not change our son's nappy as there was no changing facilities in the men's toilets. There was a changing table in the women's toilets which I had to use, however, as soon as you pulled it down it immediately blocked entrance to one of the only 2 toilets in the ladies. This became an issue as whilst changing my son's nappy, another lady came in with her two sons who both needed the toilet and quite desperately and there wasn't really an easy way to navigate the situation as the changing table was completely blocking entrance to one of the cubicles.

The toilets upstairs when we went to the party room was even worse because you have 3 party rooms upstairs catering to at least 10 children, and only have 2 toilets up there, one for women and one for men. Again, this became an issue when I needed to take my daughter to the toilet during her cousin's party and we had to wait as the ladies was being used, however, my daughter became very desperate and so we had no choice but to quickly pop into the men's so that she didn't have an accident and...

Would have loved to have written a good review on here as there were many positives to Adventure Kidz before wednesdays visit. The way the assistant manager handled a very small & simple complaint was abhorrent. I Would like to add I don't put bad reviews for places this is my first but as a 38 weeks pregnant woman who was offered by the assistant manager to be taken to a room out the back of the business to 'sort things out' I find that this is not the best practice for an assitant manager to deal with customer services by threatening intimidation towards a heavily pregnant customer. My partner was horrified when I told him last night. To ensure repeat custom would be a mature correct managerial way to protect a business and resolve an extremely simple food complaint rather than making a complaint escalate through the assitant managers actions and intentions. The assistant manager smirking the whole way through my friends complaint at everything she was saying and saying that her opinion was incorrect was antagonistic. Walking away to talk to all his colleagues about it was highly unprofessional too. When you factor in an approx £50 outing which included entry for 3 children, drinks for 5 people and food for 4 people, that should be recognised as a good repeat customer. Over a year this customer at just one visit a month = £600 per year and over a decade = £6000 loss of business for the price of a refund for 1x burnt pizza that my friend advised was burnt, had no flavour, didn't resemble the pizza on their advertising menu board. The assitant managers only solution was to offer to replace the pizza with another pizza exactly the same, which is clearly not listening to any point of her complaint. (I wish I'd had phone battery so I could have taken a photo). Offering an alternative food option for the same cost could have been a better choice of resolution or to offer entry discount voucher to the value of the inadequately cooked pizza off of her next visit with a genuine apology would have been a better resolution. One second the refund option was his decision, then it was his managers and that he wasn't going to change his mind anyway after directly hearing my friends opinion on her experience even if it was solely his decision. Expecting a customer to wait for a whole hour for a manager to finish their meeting which he initially said would be 30 minutes maximum was an unacceptable expectation too. Being left with an email address to contact the manager/director Mr Moody directly seemed like a pointless exercise. What would be the point of emailing the manager when he will have trained his assistant manager on his company complaints and resolution process and non-refund process? Hopefully the manager and his business partner on company house will be able to give their assistant manager better complaints, resolution and customer service training because this was a very small issue that absolutely didn't need to escalate to two families never returning to their business again over a pizza worth less than £10 for Mr Moody at wholesale this pizza would have cost less than £2. Judging by other reviews regarding complaint handling on here I see that we are not the first and will not be the last. Daily profit seems to be more important than customer retention and future profit margins. One could understand the assistant managers response and refusal of giving a refund if maybe he was dealing with a chancer trying to get a refund on the whole bill but this wasn't the case as the food the children had was of a decent quality standard for a kids entertainment centre. Having been here multiple times before, yesterday's visit was the last having seen consumer rights are clearly non existent and customer service or is not a priority here from the assistant manager. There are plenty of other soft play centres in the area that my baby will be able to enjoy playing at over the next 12 years. This awful experience over a perfectly plausible request for a refund due to an inadequate and burnt pizza. The...

Excellent day out with great indoor soft play (segregated into babies, toddlers and older kids). High ropes (similar to go ape) criss cross over the large central seating area with tables. It's very well designed, in the shape of a hexagon with a central pillar to which each corner of the hexagon attach. Climbers control their own route by guiding their harness rope along the overhead track of their choice.

After an initial briefing and fitting the safety harness, climbers are attached to the overhead track. Once attached, it's impossible to detach until you've returned to the ground, so it is completely safe.

We took our daughter on her 4th birthday, and she had an amazing time. Children under a certain height need adult supervision. This is partly in case they freak out, and need help to get back down, but also because you need a certain amount of height to be able to guide the rope from one track onto another. Our 6.5 year old was just tall enough to go up independently.

We ate lunch there, as it was a family day out, but this mounted up in cost. Having said that, the food was good quality, and there's a wide choice menu. Spag bol was delicious, curly fries were divine and the pizza was freshly home made. There was far too much mozzarella in our opinion, which meant the kids didn't like and couldn't eat it, (they LOVE pizza normally) but after we raised this with the management, they very kindly gave us free entry vouchers as a good will gesture. Coffee and hot chocolate were nice.

Toilets were perfectly ok - there was a step to enable little kids to reach the basins or loo.

We went on a Monday during term time, so were lucky that it was pretty quiet. (there were a few families due to it being an inset day). We had to queue for about half an hour for our first go on the high ropes, but after that there were no queues all day, and at one point our family were the only ones up there, which was fantastic.

It's worth noting that the high ropes were closed for an hour over lunch, and also that the drop slide was closed for most of the day. When we asked for a go on it, they opened it for about 15 mins. Presumably this would've been open longer on a busier day.

The staff were all friendly and helpful, especially the two girls who were manning the high ropes.

Highly recommend...