Catch Air — Attraction in Johns Creek

I am writing to express my profound disappointment regarding a recent birthday party experience at your facility on Saturday, August 30th, for my 3-year-old daughter and 2-year-old nephew. As a repeat customer who has previously hosted multiple successful events at this location, I was dismayed by the significant decline in service and overall experiences .Prior to making my online reservation, I contacted your facility to inquire about upgrading to a private party rental, a service I've utilized and valued in the past for health and safety reasons, especially during this time of year. I spoke with a shift manager who unhelpfully denied my request, citing predetermined staff schedules. Despite my attempts to escalate the matter to a higher manager, she refused to provide the General Manager's name or availability, stating he would give the same response. A follow-up call the next day yielded the same uncooperative and unpleasant interaction with the same individual. Five days before the party, during a verification call, I reiterated my request for a private party. The shift manager again responded rudely and dismissively. The following day, a gentleman called, acknowledging my private party request and expressing concern about how I had been treated. He assured me he would contact the General Manager and email a confirmation, but I never received this email or any further communication from him. Upon arrival on the day of the party at 12:30 PM, there was no greeting or guidance to our assigned room, Room 2. This was particularly frustrating as it was our first visit since your renovations. After 15-20 minutes in the room without any staff introduction or itinerary, I approached the counter and finally spoke with the General Manager. He was very kind and apologetic, expressing regret that he hadn't been informed earlier, as he would have accommodated the private party upgrade. He introduced us to our party coordinator and offered a complimentary pizza as an apology. Unfortunately, the issues continued during the party. The complimentary pizza we received was significantly undercooked, with raw dough at the bottom, rendering it largely inedible for the children. This forced us to purchase additional food at a nearby McDonald's as the children were still hungry. Our party coordinator was only present for a brief 30 minutes before the pizza was served and was not as engaged as previous coordinators. Beyond the party logistics, I observed a significant decline in the overall cleanliness and staff engagement that I've previously appreciated at your facility. Employees were not actively monitoring the play areas, leading to children running around with shoes on in designated sock-only areas and without socks in other areas. I brought these concerns to the General Manager's attention, emphasizing the importance of a clean and safe environment, especially given the cost of admission. It appeared that once the General Manager was not directly present, staff became disengaged, often on their phones, and neglected their duties of supervising guests and maintaining order. Finally, I was disappointed by the party favors provided. In previous parties at your location, birthday children received a treat bag with candy and a voucher for a future visit. For this party, my daughter received only a lollipop and an Airhead, with no voucher. This was a noticeable step down from past experiences and unexpected given our loyalty.While our party coordinator was very sweet, I believe she could benefit from additional coaching on party hosting responsibilities and execution. The overall impression was a lack of adequate training and supervision for the young staff members. I sincerely hope that corporate leadership or the owner will address these concerns. The new General Manager seems dedicated and competent, but he requires a strong support system to ensure these issues are resolved and prevented from recurring. Without significant changes, the current operational deficiencies will continue to negatively impact the...

I recently had my daughter's 5th birthday party here. I encourage you to think long and hard before booking a party here. The cost is very expensive, which you know going in, but the service is very poor. As part of the party package you're "given"/paying for a party coordinator. For us, this person really just served to hurry you along with the process of the party. She sets the table with plates/napkins and she asked what dance party song my daughter wanted when we first got there. When it came time for the dance party there was announcement made but it can not be heard bc the place is so loud inside. The party planner made no attempt to give us a heads up that the dance party was about to happen so my daughter and most of her friends completely missed it. Once everyone was in the room, I was notified that our pizza order was messed up, but it was pretty much you get what you get attitude. You have to order Marco's pizza through Catch Air at full price...no coupons or discounts can be used. 4 large pizzas were nearly $80. That's crazy!! There was no effort to give us a discount/credit for the wrong order. Next, the party planner pulled the pizza apart with gloved hands destroying many of the pieces.

Our party was from 11am-1pm. We paid a lot of money for the party room until 1pm. We made sure that our stuff was cleaned up and out of the room before 1pm. About 20 minutes before our time was up, the party planner started rushing us to finish up. At one point, she brought me a post-it note with the recommended tip for her services. (Picture included) A tip for what?!?! She may have said 4 sentences to me the whole 2 hrs and did very little while we were there. Then while I'm in the middle of talking to another mom, 15 minutes before our party was over she interrupted us to say "Can you go pay now?" Sooo rude!! She knew I wasn't pleased with her rudness so she claimed her manager was telling her to say that. If true, that's even worse. I gave 2 stars because my daughter and her friends had a really fun time, but as a parent spending the money DON'T DO IT! The lack of customer service was insane. Being rushed and the rudeness is unacceptable, especially for the...

I've been here one time for play time and 2 days ago had my son's 4th birthday party here. Overall, the play areas are clean. The bathrooms were a mess, though. There was water and toilet paper everywhere and b/c you are not allowed to wear shoes, our socks got soaked each time we walked in there. It was very busy but this location is very spacious so it was not a big deal.

However, I would not recommend having a birthday party here. It is not worth the money at all. We paid $499 in total for the smallest package which is for 8 guests, it includes the "helper" 40 minutes in the party room, 1 hr and 20 min of play time for the kids and one plate and 1 juice box per kid. You are not allowed to bring in food from outside, only dry prepackaged snacks and fruit and veggie plates which was nice. We were also allowed to bring our own cooler with extra drinks like water and juice boxes. I brought our own decorations and also our own paper plates with the birthday them. I ran out of plates and we almost accidentally used the extra decorated birthday plates they had in the room and our party host said we shouldn't use them b/c they were $18 each. He did have plain white paper plates which is fine and I did not care to use but it's ridiculous to pay $18 per birthday plates, he said the kids could re-use the ones they had set out b/c they were already included in the birthday package. Another downside is their pizzas. That's all they offer food wise and we paid $50 for 4 large pizzas and they are not large by any means. They are small which is ridiculous and also they are cheap. Our host was a young man who didn't speak english very well so it was a little hard to communicate and he was not very friendly, didn't really help much except to serve the pizza and pick up trash afterwards.

This place is nice to bring kids to play, preferably early on a week day when it is not busy but I do not recommend for birthdays as it is way more than it's worth in my opinion. I think if they are not going to allow you to bring food they should serve actual large size pizzas of good quality especially if that's all they offer food wise...