Mt Playmore — Attraction in Austin

Do not have your child’s birthday party here.

We were loyal customers. We would go with our Moms group, we would go on special days, enjoy the food and the playscape. Not anymore. We will never step foot into a Mt Playmore again. Have some had a good party experience? Sure. But is the risk of an awful day for you, your guests and your birthday girl/boy worth it? No way.

There are so many other options: We Rock The Spectrum, Little Land, Loco-Motion Inflatable Play, Hop N Happy, Almost Grown, Hoppin House, Catch Air, Jumpstreet, Pump It Up, Inflatable Wonderland, Hang Indoor, Jungle Island, Epic Fun, Jumping for Joy, Indigo Play, and I could name more.

Don’t have your party here and regret it like I did. I have waited a few months to post this review so it wasn’t done in anger, so that Mt Playmore had a chance to make it right. They haven’t.

After you pay a deposit online if you have any questions there is an automated system on their phones that goes to a voicemail that no one checks or responds to in a timely manner. Once booked, there is little communication and when you do get someone on the phone for questions they aren’t sure of the answer. I knew that we were going to have more adults than children. I knew we needed the biggest room, and I was told that request would be fulfilled. We were put in a room that didn’t even have enough chairs for the 20 child party I signed up for.

I called the day before the party and the day of the party over and over to update the child count and confirm details but never could get anyone on the phone. Once we checked in I tried to tell them this in person and they said, “no problem”.

I was supposed to have a party host in the room at all times. She was not there, my best friend served food and drinks to the party. We continually had to go find her and ask for things that should have already been in the room and supposedly provided: cups, plates, napkins, plates, no tablecloths. Refills, fruit and veggie tray I ordered in advance and pizza were late and had to be repeatedly asked for.

My daughter didn’t get her cape, flashing birthday badge, the 2x motion simulator ride, her 2,000 tickets. The entire party was supposed to get goody bags. Didn’t get those either.

And the temperature. It was hot. It was so hot in that room. They brought us a fan because the temperature was so uncomfortable in the room but there was no where to plug it in. It was a disaster of a party.

When our time was up in the room we moved out to the tables by the playscape. A young girl came up to me and asked for me to pay. I made my way up to the register to pay and be refunded for the 5 arcade cards and she said she couldn’t do that, only a manager could. I said I would wait. 5 minutes go by and I returned to the table because there was no one at the front desk and no manager had come. Later on, a manager came up to me and said, “you wanted to speak with me?” I said yes and he walked me back to the party room while I told him everything that had gone wrong with the party. He showed me how my party room had a new lower ceiling that caused the heat and he was so sorry that they couldn’t get it cooled off in there and it was something they were working on. He told me how my party host was new and he was so sorry, he would speak to her. He apologized over and over. The next thing out of his mouth should have been, “how can I make this right?” Instead, he said he could not refund me the money for the cards and he said the manager that could do that was not working tonight. I told him he should call her then. He said, “So, you are refusing to pay?” I said, “No sir, I’m refusing to not be reimbursed for cards I am not going to use when we have had such an awful experience, it’s the least you can do.” He kept repeating, “So, you are refusing to pay?” I told him to call the manager that could do something and I returned to my table. He told me he would call the cops if I don’t pay. I told him he was more than welcome to. I'm out of room but you get the idea,...

Their customer service is seriously needing help. From management Deidre, down to the cook Michael. Our poor experience started when ordering food from them. We were in the works of ordering multiple of the samplers that are listed on their menu, but we were told they can’t do it because they didn’t have the mozzarella cheese sticks, so we asked if we could substitute for items they do have, but we’re told no, and then we asked them if we could go ahead and order it paying the regular price, but not worry about the missing cheese sticks. Their cook said no that we would have to order everything they have separately, which we asked why, Michael told us because he didn’t want to, that it is his decision. We asked for the manager, which he said that he was the manager, and then we said ok, so we could reach out to corporate to discuss, and he rolled his eyes and walked off. This is all while trying to hear him from a distance because he wouldn’t come close, and he was told multiple times that we couldn’t hear him, and he would only raise his voice, but not come close. There was one woman who helped us, with who we expressed our dissatisfaction, and expressed that we would not be ordering their food at that point because we wouldn’t trust the quality. So, we went to order food from outside, and brought it back to eat it. We then were rudely addressed my the district operations manager Deidre, who was more concerned with us having food from outside than our very poor experience with her staff, and claimed that we were lying about the way her staff treated us. Knowing how the lack of care, concern, desire to communicate, and with the rude attitude projected from Michael we felt we could not trust the quality of the food potentially being made for us. So we let the woman who helped us know that at that point we wouldn’t be ordering the food due to not trusting the food quality, and said that we would have really wanted to have food ordered with them and were prepared to. We had already paid and entrance fee, paid for socks, and paid for Icee’s and sodas. We were treated so poorly, we would definitely like this to be addressed. We expressed that we had full intention of honoring their rule of no food from the outside had we not been treated so poorly from the cook staff, as well we had planned on spending a good chunk of money for their food. A very unfortunate experience.

** TO MT PLAYMORE's RESPONSE OF UTTER LIES: Your whole entire response is a complete and absolute lie. I never "yelled" at staff, I did not get "out of control", nor did I "slam the table"... what a laughable untruth. Quite obnoxious really. If you did actually watch your video's you would know.

With two other Mom's there experiencing and witnessing with me the staff's, as well as management's, unprofessional manner of operating business, we have concluded that your operation is a depressing joke; truly not kid friendly.

Everything I stated in my review is 100% true. It's appalling that Mt. Playmore's management allows that type of treatment from their staff towards guest's, and try to tell your guest they are lying. As well, management show's the employee staff that it's ok to be unkind and disrespectful to guest by not holding them accountable for their actions claiming they are long time hard working employee's. Ok, well the one time we experienced your kitchen staff, namely Michael, and your management, namely Deidre, it was horrible. Management won't even acknowledge their own unprofessionalism, or see why they are having to address certain issues that are being expressed by guest's.

We will never be going to this business for attempting to have a fun time for our children to be free and comfortably fed. The employee's at this business need training, as well management need's SERIOUS training. From one...

I’m writing to formally express concern regarding the experience my family had during my daughter Chanelle’s birthday party on Saturday, August 23rd, held in Room 2 from 2:50 PM to 4:20 PM.

We selected MT Playmore based on your promise of a safe, joyful, and family-centered celebration. According to your published party packages, our reservation included a private party room, a dedicated host, and a reserved table on the main floor for continued use after the party room time concluded. These features led us to believe we would be supported in creating a meaningful experience for our guests.

Unfortunately, our experience fell far short of that promise.

Upon entering the party room, we discovered multiple dead cockroaches.. two of which my husband discreetly removed before guests arrived. A third was seen after we had packed up to move to the outdoor table area for gift opening. This raised serious concerns about sanitation and the overall condition of the facility, especially given your stated commitment to cleanliness through the GermSafe program.

When we relocated outside, we temporarily moved two nearby tables to allow our family to sit facing Chanelle as she opened her gifts... a moment we hoped to capture and cherish. The tables were not marked as reserved, and our intention was to return them immediately after use.

Within minutes, a kitchen manager approached my child’s grandmother in an aggressive and inappropriate manner. He stood uncomfortably close and began yelling, “You can’t do that! Y’all didn’t pay for those tables!” His tone was loud, confrontational, and entirely uncalled for, especially given the nature of the gathering. His behavior disrupted a sacred family moment and felt intentionally antagonistic.

At that same time, your manager Sarah was approaching me to discuss the issue of the roaches. As she did, the kitchen manager walked away smirking. When Sarah attempted to speak with him, he laughed and passed our table grinning....further compounding the disrespect.

I spent over $400 that day to create a meaningful experience for my daughter and our loved ones. What should have been a celebration of joy and connection was marred by unsanitary conditions and unprofessional conduct.

After reviewing your Safety Policy and FAQs, I noted several contradictions between your stated values and the behavior we encountered:

Guest Respect: Your FAQ states that MT Playmore “does not discriminate in any way and will not tolerate any discrimination by its team members or Guests.” The kitchen manager’s aggressive tone and physical proximity to my child’s grandmother were not only unprofessional...they were demeaning and disruptive.

Family-Centered Environment: You claim to foster a space for children and families, and prohibit “behavior that frightens or disrupts the enjoyment of our younger guests.” Yet it was your staff member who created the disturbance, not a guest.

Table Use and Party Guidelines: Our party package included a reserved table after the party room time. The temporary use of two adjacent tables for gift opening did not violate any stated policy, and your Safety Policy makes no mention of restrictions on temporary table use. The manager’s claim that we “didn’t pay for those tables” appears discretionary and unsupported by your published guidelines.

Cleanliness Standards: Your GermSafe program claims to reduce microbial populations by 99.99%. The presence of dead cockroaches in the party room directly contradicts this promise and undermines trust in your...