Bounce N Play — Attraction in New York

If I could give ZERO stars for this business i would....I visited this establishment today to scout for a potential venue for my son's 5th Birthday party. The party is not until June 22nd, so my wife and I figured this is the perfect time to start planning ahead and reserving our desired date and time for the party. We arrived with the intention to book one of the VIP 3 hour packages around 12:00-3:00 pm as we wanted to ensure enough time to enjoy the party and every aspect the location offers. The party is for 5yr olds so an afternoon party is standard and much more practical than an evening party. With 5 months advance we were almost certain there would be no issues booking our party. Almost immediately we were shot down by the young staff members, advising that they could only do a 7:00 pm - 10:00pm 3 hour party on that date. They explained to us that there are no other parties planned for this date right now, but we could not be accommodated because they had to leave the daytime slots open for the 2 hour parties to book. We asked why would they just not book our party being it is in advance and plan their other parties around it. We were shot down and advised thats not how they do their scheduling. This is the most ridiculous business model I have ever heard. Turn away a 3 hr VIP party that will cost over 2K, in order to leave the spots open to accommodate the possibilities of other smaller parties booking. While I don't understand this at all, my wife and I decided to then ask if we could just pay and reserve back to back 2 hour slots in the afternoon. The staff would only have to decorate once, and with 4 hours reserved it would allow our guests and child to fully enjoy both the playroom and the food area. Again immediately we were shot down and advised that wouldn't work for us because with different parties the reservations overlap and while one party enjoys the food area, another party is using the playroom. So basically when we pay for a PRIVATE party, it is not actually private and you overlap to squeeze more parties in, Despite on the brochure and website it stating PRIVATE parties. This is the worst service I've ever been offered. Why on earth would anyone pay for a private party only to have it overlap another party? If we are willing to pay to book two 2 hr packages, then those 4 hours should be private for us to enjoy the use of the playroom and eating area as we see fit. Not only did they refuse to offer a better time slot given the age of our guests, but they also turned away our request to pay for multiple time slots, or pay for a package and add on additional hours to the package. We were looking to book the VIP 3 Hour package for over 2K with multiple add ons such as additional food, the character appearances etc. For all the arrangements we were trying to make and for all the money we were willing to spend the staff simply gave us nothing more then a take or leave attitude.This horrendous service proves that the parties hosted there are rushed in and out, overlapped with no regard to the families or guests. Apparently your business model is to turn away people who are willing to pay top dollar 5 months in advance because you may have a chance to squeeze in and rush multiple smaller parties as the date gets closer. This is not the way you earn customers and obtain future business. We are trying to host a 5 year old's Birthday party filled with classes of 5 yr olds who all live in the immediate area. I would've imagined that hosting a VIP 3 hr party with top customer service and presentation would've helped secure many more customers. But obviously putting customer service first is not a priority at this establishment. While other venues for children in the area are smaller, they do offer better customer service. We met the owner at Let’s Play Playhouse 1 hour after being insulted at Bounce n Play and secured our desired party, date and time. Let’s play is smaller, but very clean, organized, incredibly respectful, appreciative and eager to earn your trust...

I recently celebrated my daughter's 3rd birthday party at bounce n play, and I cannot express how disappointed I am with the entire experience. The hosts were anything but friendly; in fact, they seemed to be in a constant rush, which created an incredibly unwelcoming atmosphere. Multiple guests kept telling me that the hosts looked miserable and didn’t want to be there. To add insult to injury, I had to pay a separate fee for face painting, which turned out to be absolutely HORRIBLE. The artist clearly lacked any sort of skill or enthusiasm for their work. It was a waste of money and left the kids looking more like abstract art projects gone wrong. The arcade games were another letdown, with half of them not even working. It's disheartening to see malfunctioning equipment when you've paid for an enjoyable experience. The pizza was served cold and was downright nasty. I expected at least a decent meal for the children, but what we got was far from acceptable. Even the apple juice provided was watered down, and the kids refused to drink it. After the kids refused to drink the watered-down apple juice, I asked one of the hosts for an alternative (sprite). She brought out the sprite, but when we asked her to change the cups due to the diluted apple juice sitting in the cups, she responded with a noticeable attitude. It's perplexing how someone could think adding Sprite to watered-down apple juice makes any sense at all. To make matters worse, when she finally brought out new cups, she handled them with her fingers directly touching the inside of the cups. The absence of gloves in a food-service setting is not only unprofessional but downright nasty. It's basic hygiene to use gloves when handling items that come into contact with food or beverages, and the fact that this wasn't observed is a clear violation of health and safety standards. If you’re not going to wear gloves, at least make sure your hands/fingers do not come into contact with the inside of the cups. I specifically chose a package that included a character appearance, as my daughter is OBSESSED with Frozen. However, Elsa's appearance was a mere blip in the party. She spent about 7 minutes with the kids- took pictures for 3-4 minutes, played a quick game of limbo, and then abruptly left. There was zero interaction, and the guests had to prompt her to acknowledge the kids. It was a complete disappointment. Not to mention Elsa looked quite scary but that’s not the point. After the party, I spoke with someone named Christine, who I assumed was one of the owners. To say her attitude was disgusting would be an understatement. Instead of addressing our concerns and apologizing, she outright yelled at me, accusing me of trying to get money back for a party I had already had. I was appalled at her lack of professionalism and customer service skills. I conveyed the dissatisfaction of both myself and my guests, and instead of acknowledging the issues and offering an apology, Christine insisted on defending the subpar service. She even had the audacity to claim she didn't know what kind of guests I had at the party when I mentioned that none of them had anything positive to say. An apology can go a long way, but it seemed beyond the capabilities of the staff at this establishment. After raising her voice at me several times, Christine finally agreed to refund me for the face painting and one of the extra children I had paid for but didn't show up and told me that would be the only thing she was refunding, so don’t ask for anything more. This was presented as a "courtesy," which is ironic considering the lack of courtesy throughout the entire ordeal. Overall, this experience was a complete disaster. None of my guests had a positive impression, and I certainly won't be coming back. A simple apology and genuine concern for customer satisfaction would have made a significant difference, but unfortunately, that was too much to ask for from this...

I thought the place was beautiful and had such a lovely and perfect kids set up was even very clean I bragged so much to my mom friends that they would love it and the children as well outside of the price being pretty expensive once you start adding things I overlooked that because I was sure it would be worth it even tho it was just a two hr long party I had convinced myself this could possibly be our go to party place because I have three boys and every year I give a party well to say I was disappointed would be an understatement I have never seen more unprofessional people in my life I mean they were just so rude to myself and my guest it seemed as tho they were frustrated and bothered the whole two hrs I had to search for them every time I had a question and for people that work with children they were not very welcoming I mean no smiles or anything, just not very pleasant I also felt rushed by them the whole 2 hrs the supposed host may as well have threw us out the door right before the rushed me and my guest out they began to bring the next party in my party had not even been fully out at that point I realized that they were frustrated and bothered the whole party because they were running late with the next party and feeling probably flustered at that point I can’t say that’s how they felt for sure but what I can say is I would never throw a party here nor recommend a party here again terrible terrible customer service and just very blatant and out in the open about it as if their customers don’t matter what a shame. (other fun facts I had pizza served at my party and because of them rushing they had took the pizza out the boxes and preserved the children which would have been fine had things been timed properly and maybe the pizza served right before the children came in or while the children entered the room to eat so that my pizza wasn’t frozen other fun facts I was charged 55 dollars to add cotton candy to my party which the children were not allowed to have until there coats were on and walking out the door and I just felt like that was a activity I paid for my child to enjoy with his guest not for them to go home with or I would have just added cotton candy to there gift bags that I also had already spent so much money on so I really did not need to add anymore to go gifts so most of the children declined the cotton candy upset about leaving so soon just not the best timing. With all of this said please spend your were you get your money’s worth. One more thing if you look down in their responses to their customers you will see everything you need to know they are arguing with the customers that is unheard even criticizing some of them instead of resolving or even not responding would be better they need to be reported to the better...