Wonderwild — Attraction in Houston

Update: I spoke with one of the owners of Wonderwild and I have made a few visits to the facilities over the past couple of months. It appears as though they have resolved most of the issues that I have mentioned below. Based on this, I have moved my rating from a 1 Star to a 4 Star. I will leave the original review so people can know the issues that I experienced and what was fixed.

Summary: Do not host a party here for your kids. Quality has decreased over the past year and management is not receptive to hearing about any issues that occur during the party.

Background:

This is the second party we have thrown for our kids at Wonderwild. The first party went perfectly about a year ago. No issues what so ever. Over the weekend, we had a second party for our kids expecting the same experience, but that was not the case. The most recent party was a Mega Party that allowed our kids and their friends (5 & 7) to have full access to both sides of the facility. During any of the play time, only the party having their play time is allowed in the play area.

Issues:

Inability to talk to someone during the day - I tried multiple times to return calls and make calls to Wonderwild about the party as we got closer. All but one time, I was forced to leave a message because no one would answer the phone.

Not allowing full use of play facilities - We hosted a Mega Party which allowed us to use both sides without any other parties being in the play are at the same time for 45 minutes. The staff did not know that it was a Mega Party and waited 15 minutes before opening up one of the sides to our party. The younger kids lost 1/3 of their play time.

Other parties allowed to play before and after their play time - Other kids were allowed to stay in the play area long after their party was over (all 45 minutes that our party was playing) and long before their party started (kids from the next party started coming in about 15 minutes after ours started playing). The staff just watched kids come out of the other party rooms and did nothing more than announce that the other kids should leave the play area.

Play time cut short - Play time was cut short in order to allow the next party (who had already been out there for at least 15 minutes).

Contractually obligated party room not available - As a part of the Mega Party, we were to have two rooms available after the party time so that we did not all have to cram into one party room. The second room was not available until long after we out of the play area. All our guests were crammed into one little room and poured into the hallway so they were not stepping on each other.

Outside food thrown out - We brought a fruit vegetable tray as snacks for our guests (among other food). We told the administrators to bring out the trays when the kids came in from the play area. These were not brought out at all and were forgotten about until we were driving home. We quickly called Wonderwild and told them that we would come back for the trays, but they told us they had already been thrown out, a whole 10 minutes after our party was over.

Management does not care - I called Wonderwild to alert them to the changes in quality of service over the past year and they seemed to not care. I asked about all of the issues that occurred and they made it seem as though they were normal occurrences and there are no plans to make any changes to fix the issues. This is a sign of poor management. If quality is going down and your customers are telling you about it, you should be receptive to the discussion and not try to quickly...

If you plan to do your party here, read the contract very carefully and do not rely on the information they tell you. Horrible customer service by manager and owner! I booked my party on January 29th for March 25th party. I was told I would have 15 minutes before the party to set up. I requested the lavender/white room for my daughter's party. The other room is bright green and purple. I understood it's not guarantee.

I called back a few weeks later to confirm the order party room. I was told by the manager that no other party was booked at that party time except for mine but we were booked in the green/purple room. I asked why if both rooms are available, why were we not booked for lavender room. He just said there's no guarantees on which room you get. Mila, probably the Owner, calls me back that evening from her cell phone to discuss with me. She said there's no room assignments. Their contract says there's no guarantees you will get 15 minutes to set up even though they tell you that you have 15 minutes to set up. I try to get clarification from the owner since I wanted to make sure I have 15 minutes to setup before my guess come. I wanted to greet my guests and not spend the party time setting up the table. The owner gets frustrated with me and talks over me in a rude tone that nothing is guarantee. So when I get there on the party day, the room I get is the one I get. So there is no way for me to plan decorations (I try to incorporate room colors so everything ties in nicely). She also said there is not 15 minutes guarantee time to set up. You can only bring your party stuff into their location 15 minutes before party, not the party room. You have the room the start of the party. She cancelled my party. I had booked almost two months in advance and she cancelled my party at no fault of mine. I am now scrambling to find another venue for my party day. We already sent out invitations. I have held two parties here before and have previously recommended them. It is disappointing that a business can be this unprofessional, have no regard or consideration for their customers, and that's just normal for them. If you have questions on party details, don't expect direct answers. Just read their fine print contract.

Note that all the bad reviews for Wonderwild are about their customer service and host not being helpful. Read the contract closely. Week of your party, they will charge at the beginning of the week for entire birthday party plus 20% tip for party host. They will tell you you party host help facilitate the party and help you decorate but reading these reviews, customers had to decorate and do host duties themselves as party host assigned were disengaged. That was also my experience from my previous two parties held...

Bullshit Worse Place Ever Cost So Much Bullshit Toys My son and daughter kept say'n they were Bored the Chinese boy Worker looked Like he never had a Friend n is Life kept starin at my daughter she was scared of him Veronica another Worker their Very VERY RUDE and Loud Cindy another Worker Needs to hit the Gym nd Worry more abt her job rather than talking abt Computer Games w/co-workers Catrina Did a lovely job during My Party, Kayla the Manager Was very rude to My children and I as soon as We walked n I only paid b/c my son seemed excited Im srry i ruined his day by agreeing to go to Wonderwild On the Northside Of houston and finding them was the Worse and they kept not anwsering store phone when I called for directions store Kim another manager always smelled like Cigaretts and seemed okay but let Kayla Take over whom should be fired for her lack of professional customer service also needs to be exterminated and they dnt use mops only brooms and kids eating room was so unsanitary not impressed at all with Wonderwild been There 3 times My brother n law Is one of the GM's over Wonderwild inc. besides my discount i gave a Tip to a neighbor named Pharoah who worked there He was very nice and cleaned my room quick very helpful and respectful he Got Fired and Said they had a Group Vote on If he should be fired (not a Prob) but get this I took My daughter for a walk n Play asked one Of the employees why they voted against him (because he lives near me and was curious abt the real him) the employee (not sayn a name) said they never had a Vote so Pharoah Got fired for no Reason Only that She kayla Cory- foregin lady also a Manager @ wonderwild didnt like him as a person and lied to him say'n they had a overall Vote to train someone else n which no Vote occured know he has No Job nd his Back on the Streets where he Started doin labor jobs he was driving frm the SW to the North side jus to Work n they fired him without consent al employees I asked thought he quit besides the bad customer service @ wonderwild they fired a Great citizen of America I'm glad I talked to him cause I have connections and know Deb is one of (GM's)Boss's of Wonderwild nd I will be sure to let them Know smh...(NO MORE WONDERWILD SPEND $ ELSEWHERE) Star rating:0 "What happens In the Dark Will...