Rock Up Watford — Attraction in Watford

I had a terrible experience today and would not recommend anybody to waste their time and money with this place. It doesn't deserve 1 star either. I've booked a soft play session online for my daughter who is 3.5 years. My sister came all way from Canary Wharf, we drove nearly half an hour and my daughter was looking forward to have fun with her aunt in the soft play. I've given my details and the person at the till gave me a wristband to go in. As my daughter didn't want to wear it, I've given it to my sister and left the place with my 1 year old to do some shopping. Later I had a call that my sister was not allowed to go in as the person accused her having another child inside soft play which was untrue. She insisted to go in as we paid for the session and my daughter was upset that they weren't allowed in but he kept telling her to leave and then called the security for assuming she already have another child in the soft play. I've arriaved and told the person that we paid, my sister should be allowed to go in otherwise he should refund. He dismissed me and served other customers. I've asked his name, he refused to tell me. I said I wanted to speak to his manager. He said it was him and he could do anything he wanted. Basically he acted as he owned the business and he could decide who to let in or not to let in even the session was paid. At the end we couldn't find anybody to complain to solve the problem and we had to leave. We've spent time , money and ended up having to deal with someone uses their job and position in a bad way, puts their ego first, dismisses the customers as he wishes. He ignores the fact that he is an employee and works for a company instead he acts like he owns the company. If you don't want to have the same issue, I would recommend to find a better place to have fun with your kids, a place that have respectful, friendly staff and values their customers, not walk over them...

Came for the soft play as my boys are not interested in the climbing though it looks good. The soft play is nice, needs a facelift but does the job and is relatively clean. The climbing stuff looks great though and is usually what everyone raves about. They have a a wide selection of walls. Unfortunately my kids were not interested

Now the bad.

Staff are non existent, so the kids in the soft play do what they like. Children with bare feet, eating on the play frame etc -the soft play is far too busy, as they let 2 parties jump in while we were there, once again no supervision -staff are slow, and mostly young teens so professionalism is low, but this is the same for most soft plays so not too fussed when it was midday and came time to order food they couldn't cook it for us because of the parties, said they were too busy which I've never heard anywhere in my life. So now we've had to leave early to find our children food, if you advertise to the public on the weekend you should be able to feed your guests. This was pizza, not sure if it applied to any other food. Most probably poorly managed, Though the pricing seems reasonable. -toilets filthy, urine/toilet paper all over floor. Baring in mind this was an hour or so after opening.

This was today(Sunday) most probably less busy on weekdays. Price was 7.95 a child for 2 hours which is not too shabby, and 3.95 for a squash bottle with unlimited refills which they can take home at the end, which is good.

All in all would only come again if i was in the area, there are other places nearer to home where I can get a similar mediocre experience. A deal breaker is the toilets, filthy toilets in a child friendly space are...

I have been forced to write this in review because I have emailed before 5 months ago but didn't get any reply so I didn't have choice. We had a really bad experience 7/02/2024. I have attached some pictures and trust me I might digest and avoid these pictures because as my thought process with kids it happens. You can not control everything. But one of your staff member's behaviour forced me to write this.

First time we came on 07/02/2024 and we booked a slot online for 6.30pm to 8.30 pm. I have attached a confirmation email for your reference. One of the staff members has requested us leave earlier because he wanted to leave and we left early because we understand the mind set at the time of closing. We left early, however we paid the full amount for 2 hours. Yesterday we booked the same slot from 6.30pm to 8.30pm. Again one of the staff members (Lukas)came and said we are closing in 10 min. I replied saying that we had booked until 8.30pm and we had the same thing last time and he replied "then why you have booked the same slot " and walked off. Then another staff member came to cover him and allowed us to stay until 8.30 PM. However we have paid for it. As I said I might digest attached pictures but the way he behaves it seems that you do not care about customer experience.

You should inform your staff member your actual closing time or you can update your website and change the time of your last slot. Please note we are choosing the last slot because I am finishing at 5.30 and I need 1 hour to reach so it is not that we are choosing this slot intestinally to irritate someone.

I am not able to attach photos But I...