Worst reservation nightmare for regular customers who wanted to relax after a week of hard work and ended up more stressed. You can never reach Brian, their manager even with email or phone so don't bother. Our team usually plays on Thursdays from 7 to 9 with at least 4 folks and enjoy this place. It has never been a problem for honoring our reservations. But yesterday changed my whole perspective as 7 of us arrived and we had two courts "reserved" for 95 USD. Here are the reasons for my change in perspective: 1) The person at the front desk treated us like a scammer who did not have proof of reservation (because with Murphy's law I could not find the paypal stuff but we go there most Thursdays) and I had to show my credit card statement (attached). 2) They have a unique open court reservation system outside of 'reserved courts' (which was not honored for us). I have to enter my name and get assigned a animal like mouse, cat, rat, dog, tiger etc. and then use that combination on another computer to reseve a court. We did this and reserved courts as per the open court rules even though we had original reservations and got kicked out in the middle saying we were waitlisted. 3) The website says 20 USD for drop in fee in addition to the reservation fee but they charge 21 (not a big deal but be transparent).

Tech systems are not fool proof and can go berserk - I get it but the instituion not making it right by refunding us is not good customer service. We played for approximately one and half hours without being kicked out of court but had to pay for 3 hours. They charged us for 4 people drop in fee of 84 (instead of 7 people) which I appreciate but it still does not make sense because 2 folks were standing at the front desk trying to solve the issue caused by their system.

Then one of our folks who was persistent got through to another manager who did eventually see our 95USD paid amount for our reservation. The whole fiasco was because the front desk system was not refreshed to see our reservations. In any case, we played for an hour and in the big picture this is not a big deal but you should be aware that it may end up being more stressful than relaxing on some days.