Champs Entertainment Complex — Attraction in Lexington

I tried scheduling a party for more than 8 people for my daughter online for 7/14/17 and was unable to. I know nothing about Champs policies and how things operate. I had 12 8yo kids showing up at 7:00 and when I arrived with a cake and gifts at the door I was told by the incredibly friendly ticket saleswoman that I would have to speak with the manager because party rooms must be booked to bring in gifts. I waited for the manager and explained that I had difficulty with the website and had called earlier in the day to confirm that I could bring 12 skaters for my daughter's birthday and what the price was, I was never informed that my daughter could not have her celebration without booking the room. In hind sight it makes sense....but I was a frantic mom in the moment. The manager was less than understanding and curt....he was rushed and uninterested in fully explaining our options. My husband expressed his disappointment with how callously Mike Champa responded to us, especially considering my 7yo daughter, the birthday girl, was standing right in front of him listening to what he was saying. The words that came out of his mouth, I'll never forget "Well you guys can just leave then." "We're in the business of Birthdays and I don't need this." Then herding us like cattle with his arms out "Here, you guys just go." You should have seen the look on her face! I asked him what about the 12 little girls coming and he shrugged his shoulders. I asked him to step aside and speak with me where she couldn't hear him, fearful of what he would have to say next. When we were one-on-one he was very decent and professional. He showed me the party packages, still didn't apologize for the misinformation or for what he said in front of my daughter, but he allowed me to book a party room and told me the price. I carried on so my daughter would have a good birthday, but I've not forgotten what the man said in front of her. I completely understand the policies and the fact that Champs is a business....but I will never understand the treatment of a customer standing there in tears because she's a mom who just screwed up her daughter's birthday party because she couldn't book a party for more than 8 kids online. There was a complete lack of compassion, customer service and kindness in that moment. I'm grateful that the 20 paying skaters weren't turned away but I'm incredibly jaded by the manager's treatment of me and my husband in front of my daughter. Our party was amazing, my daughter forgot any of it happened, Shania or party host was incredible and the music was great. The facility and the personnel receive a 5 star review from me, but the manager's word usage and customer service receive a 1. Unfortunately, because he spoke to me that way, I'll not recommend Champs to any of my friends, family or acquaintances....I was raised at Champs, we bring our kids a couple times/year for fun and this made me incredibly sad. I apologize for the bad review Mr. Champa, but I hope that the next time confused parents are standing there with their birthday boy or girl, this situation might bring about some...

The owners are not nice people and their customer service is terrible. They refused a request for a reasonable accommodation due to disability, and the ensuing argument resulted in them banning me personally from the facility. That's OK, because I would rather my money go to a different facility with no association to Nick and Tina.

Incidentally, after they felt the need to reply to this review there are a few points to clarify. A: I started skating at Champs in 2009, taught my children to skate there, and spent a good amount of money there, on admittance fees, food, and multiple skate purchases, as well as safety equipment. Never have I EVER done anything other than follow the rules as posted at Champs, I often assisted with downed skaters, picked up things off the skate floor that could cause skaters to fall, and frequently helped other people there. I asked for permission to carry my Skate bag, as I had recent shoulder surgery, and I needed the bag to be able to manage my skates and safety equipment, because I had not been cleared by my Ortho surgeon to lift/carry items with that arm yet. As I had never gone to an evening/adult skate session, I was NOT AWARE there was a "clear bag only" policy - OTHERWISE I WOULD HAVE HAD ONE. The curt and rude way I was spoken to was unnecessary. B: I did NOT take my post down in the Lexington Roller Skating Group. My ability to post was muted, I assume by whoever Admins the page, while they allowed Nick Champa and everyone else to continue commenting. If the post was taken down, it was by them, NOT me.

Nick Champa never admits to any wrongdoing, but instead insists whoever has a complaint is rude, in the wrong, and proceeds to attack them however he can. Every negative review he gets, he immediately attacks the person, but they all sound surprisingly the same. Yes, I am AWARE you banned me from the facility. Not a problem, as I stated before. There are other places to skate, who I'm quite sure will be happy to...

Visiting Kentucky on vacation, and went with a group of nine to Champs. There were some glaring issues, but also some praise! Starting with the ridiculous high price for the All You Can Play. It was $30.08 including skate rental (very surprising that skate rentals weren’t included in the price!) and I paid with $40 cash. The cashier forgot my change then gave me $9.25, which was the incorrect change. She then gave me $9.90 which, while only 2 cents off the $9.92 change that was actually needed, still wasn’t correct! Change should be CORRECTLY given. Did not get a receipt, and that price is just too high for the experience! The A/C wasn’t strong enough. The skates, an additional fee that should’ve been included, fit poorly and couldn’t be tightened properly. Two of my friends also had issues with how they fit and hurt. Water being $0.75 is surprising and unfortunate. I paid with card and asked for a receipt when confused by the price and was denied! Mini-golf was pretty solid but a bit boring in display and the courses. My friends enjoyed the golfing a lot! Now, finally, the good stuff. Laser tag was a BLAST! Very immersive and fun, I did it twice and loved running around with my friends. Felt like a kid again for sure. The skating rink was high quality and super fun! Not too crowded. Music was too loud but had some pretty good beats. Skating was generally the highlight. The potato skins from the food court was DELICIOUS. Decent price considering they have bacon on them. Highly recommend those if you like cheese! Overall, go for one specific thing like skating or laser tag and stay for as long as it’s open. (It’s only open for four hours on sunday!) But for the AYCP, might be worth it on a day it’s open longer or a weekday when the price is worth it....