Billy Beez Anaheim Gardenwalk — Attraction in Anaheim

Booked a party on 9/21. I later contacted the location on 9/23 to confirm specific details of the party. Notably the duties of the party host, electronic reservations, food order, payment due at the time of the party and refunds for guest that did not attend.

I was told by a male employee that I would be assigned one party host per room. They would be responsible for decorating the room, serving and gathering the gifts. The guest could check in at any time, whether I was there or not. I would not be charged for any guest that did not come; and if my party had more guest I would be charged for them.

I called several times after as I had questions about specifics, bringing an ice cream cake, I never was able to get through. I left voicemails that went unreturned.

I called today and spoke to Ritz. They then told me that the info that I’d been given was wrong. I would not be provided a host, that staff would only set up the party room. I was told that I would need to arrive before all the guest, pay in full, and if any guest did not attend I would not receive a refund or credit for them. I was also told any guest that came in addition to the RSVP would have a 20% surcharge. I stated that it was unacceptable for staff to mislead customers when they called and inquired with specifics such as I had, and to give them contradictory information.

I was informed by Ritz they knew who this person was, and that they had since been terminated for this precise behavior. I expressed relief, however, wanted to be certain that the information I was provided was accurate and would be upheld by the other staff as well. I even went on to confirm my food orders and make adjustments.

I assured Ritz that I would be OK with the terms. I reiterated my understanding and confirmed we were on the same page.

I was led to believe that it was appropriate and OK for me to delegate the check in to another relative, Ritz said that would be fine. I was advised that I would be given a call back, and the number would be their direct line so no further miscommunication would occur.

I received a callback stating that my party was to be canceled because of a threat.

I advise them that stating that I would be upset if the terms that were set forth on the call today were not honored was not intended to be a threat. I never once raised my voice nor made any threats to the staff. I merely stated that I would be upset if the day of the party there was another change not prior communicated, any reasonable person would be.

I asked what had I said that was threatening, No threat could be articulated back to me.

While I understand, dealing with customers who may ask a lot of pointed questions, and hold the staff accountable to what was said, may sometimes be frustrating. It is not a fair practice to cancel parties rather than take accountability for the training opportunity of employees.

I expressed that I had no desire to cancel the party that I had guest traveling from hundreds of miles and reiterated that my expectations were the ones that have been set for on the call today.

Moreover I expressed my sincerest confusion as the end of the conversation was confirming the details of the party, who would be checking in, where I could send a guest list, and confirming the food order. At no point during the conversation was, I advised that there was a consideration of canceling the party. In fact, I was told that if I canceled the party, I would lose the deposit. I’m very confused why I was intentionally misled to believe that my party would continue when the manager always intended to cancel.

I’m confused why the manager would advise me that I could send a guest list, go over my food order, and confirm another family member could check in, if they wanted to cancel the party.

I am reaching out to customer service in hopes that this can be rectified and that the party could still take place on October 28 at 1:15 PM. Or that some other Goodwill gesture...

We visited your soft play on Wednesday with a baby and a toddler.

On the good side: big space, lots of slides, big toddler’s area.

Things that need fixing:

1. place is seriously dirty. Whoever is owning the place, please come and have a look or send someone to have a look. At the first glance floors look cleanish, however if you look at any corner, any gap - you will see hairs, food, dust. Honestly, it’s just disgusting. Considering amount of it, it looked like dirt has been there forever too, so owners of the place probably didn’t read the latest reviews about the hygiene of the place.

All the bricks in the soft play are so dirty, they are screaming for a good scrub with a sponge and soapy water.

Kids don’t care of course and happy to play, but still, I believe any children’s play centre should be providing a certain level of basic hygiene. I don’t think it’s much to ask for.

2. unfriendly staff. The girl who was working at the reception wasn’t friendly at all (long dark hair, not tall).

The day before our visit, my nanny with my little 2yo girl came to the same soft play (20min walk in heat from the hotel). Nanny was trying to pay with her Apple pay however all her cards got declined (something for management to check too as some of my cards were declined too, however they worked in other shops. We mostly use Visa in the UK). So cards were declined and our nanny didn’t have her purse, so she asked if there is an alternative way to pay or if she could come later or next day and bring cash and pay for play. Which is a very reasonable suggestion in this situation. It’s not her fault that your card machine declined the cards which are perfectly working.

And guess what, the same lady at the reception said “No” and didn’t let them in. She could see that poor little child was almost in tears, frustrated and not understanding why the lady at the reception doesn’t let her play at the soft play.

When the nanny came back and told me about this incident, I honestly didn’t believe it, it’s just shocking. We could have pay by paypal or send a bank tranfer - why would you need to upset a little child for no reason??

We only visited the soft play next day as my daughter Mila was still asking for it (because of Blippi visited it), however if it wouldn’t be for her - no chance we would ever come back.

So overall, if we would be living nearby, we would not visit this place for the above reasons. Which is really sad, as both things are easy to fix, get a cleaner and change receptionist.

You, as a business, have an amazing potential to be very busy as facilities are generally good.

I would also suggest to repaint the toddler’s area invest into some new toys. There is only a minor investment needed, probably under 1000$ - but it would make a significant difference to a place.

Thank you, and I really hope the owners of the place will read the review and find it helpful to make some...

Its a fun places for kids but their was this weird white guy as worker i literally feel like he was followingg me everywhere just looking to see if we were doing something wrong so uncomfortable also the other lady worker said we can go eat and get 1 hour validation where ever we eat and that we can also get a 1 hr validation from billy beez was told from a lady worker at billy beez before i stepped and was told i would get my validation when i return from eating.so when i came back to billy beez from eating and my daughter played for a little more and we decided to leave that same white guy was at the exit and when we asked for the validation the guy said i couldnt get it because i got one from the restauraunt and i told him his collide said we can get a validation from both and he said no because he couldnt stack even after being followed from.his weird self still didnt give me my validation when the 2 lady workers said i could. that guy gave me a weird disapointing exeperience.overall fun place for kidss but that guy was weird we go to have fun with our daughter not to be stalked by workers i could of careless of the validation but is just he was following us n then also refused to give validation after the other workers said we could of got 2 validation as long as it was...