Lava Island — Attraction in Aurora

Absolutely terrible party service. I politely asked if it was possible to be compensated anything from the bill for an unsatisfied party host and guests. I was told no and that the bill couldn’t be discounted which I don’t believe. I waited almost 20 minutes to be checked into my party, I asked if we would be able to stay an extra 20 minutes because of the time we waited when no party hosts would come check us in… we were told no. When party guests began to arrive they also were greeted with unbelievably long lines that dug into play time and time that we had for the room. I physically had to point out guests from my party for them to be able to get pushed through the line, even then that took almost 20 minutes and took away from time that I had to make sure my daughter was having a good time as well as my other guests. Overall there just needs to be a smoother process for people who have booked and paid for parties and their guests. I spent $424 for a completely chaotic event. Rooms were super hot , no working AC or ventilation. Bathrooms were flooded. Food was cold. The manager told us that we could have 30 extra minutes in the party room after several complaints to only kick us out of the room 8 minutes later. When I addressed concerns I was having with my party host I was met with “Well that’s not my fault” or “well you talked to him and not me” or “you arrived to your party at 3:55” when in reality i was there at 3:35 and waited in line to be checked in by another young lady who wasn’t even the party host! (She was truly the MVP as she continuously helped push my guests through while my actual host was no where to be found.) And after addressing my concerns to my host and being interrupted while doing so and told i was wrong about multiple things she storms off, just for the manager to dismiss me as well. It truly was a terrible experience, I was better off paying general admission then paying for a misleading “party bundle” where you only get the room for 1 hour of your little one’s entire party.. highly disappointing and very huge...

I planned a birthday party on 8/25/24 at 2pm, I was greeted in by Jerry and the party host Naiomi gave me the rules, after the check in around 3:15-3:20, I didn’t hear nor did anyone in the party hear the call for our party to go back to the room, so I requested another shout out. I got the party back to the room, I had to do everything by myself Naiomi was nowhere to be found until after we did the cake and the children went back to play, she asked if we needed boxes and then I said no so she left and never returned. When she gave me the rules I was informed that I would pay for service at this time but no one came to collect payment so around 445 I went to the service desk where Jerry was and was informed that, my whole party was rude and disrespectful and there where a few ppl that didn’t pay for service, and that we were going to be kicked out of the establishment, In my defense no one informed me of anything until that point. So I was charge for 5 extra guest which should’ve been about $102 but was charged $188 extra. In the beginning when she read me the rules I ordered an extra pizza and drinks I never received. Jerry was very rude and nasty when explaining everything which cause a scene there. I didn’t get loud until Jerry kept making rude and nasty comments I felt like I was nothing but nice to him up until that point.

I paid around $488 and had to host my own party racially profiled and embarrassed!!!!! I will never go back. The GM came out asking if I wanted free passes!!!! No I’m never going back keep your passes!!!

I don’t recommend planning a child’s at all party there or going...

BEWARE:Unsafe, dirty and RUDE employees

The only way to describe this place is pure chaos. Starting with checking in. One of the busiest days and they only had ONE person checking in. When I got up to pay my waiver was taking a minute to load and the guy asked me to step aside and wait so he could serve others. This would’ve been acceptable except he just let a family of 9 stand there filling out the waiver for over 15 minutes. My waiver took less than a minute to load. The guy at the fri t desk was sooo rude but I kept a smile on my face trying to understand is point of view.

Then they charge $12.50 for spectators. I have never been charged to watch before and wait for my children. I understand if I was jumping but I was literally sitting. Once again the employee decided to to rude and make stupid comments.

Once I was charged the excessive amount to sit and listen to the guy make rude I comments I asked to speak to a manager. This was a waste of time. She was as rude, if not more so, than her employee. I spoke to her about being a spectator and also let her know that they needed more than 1 employee checking in. She informed me that it was too bad for the wait time as they only had 6 employees working. I was shocked as there were hundreds of kids running around. And of the 6 employees 4 were in the kitchen, one was at the check in. No idea where this sixth employee was.

The place was disgusting and dirty. As we were meeting others we went in but next time we will be going to Sky Zone or Urban Air. You might pay more but at least it’s clean, safe and kind there!!!! You really do get what...