Kids Empire Ontario — Attraction in Ontario

I usually don't like to give bad reviews But I have to say the service in this place is really terrible. I booked a party for my daughter's birthday. The girl who worked at the front desk told me that if I checked in early and paid the balance, we could play whole day here, except only allow using party tables for 3 hours of party time I booked, and decorations and food can’t put on before party and must be clear up after 3 hours). I said that was great, I arrived at 3 o 'clock and paid the balance. And two guests' families arrived too. But the manager and the girl works there refused to let us in. After a heated argument, the manager said she would "do me a favor and let in the three kids who were already there, but no one else. And she also said others can come in at 5pm, which is half an hour before the time I booked. I called the other guests tell them not coming yet until 5 p.m. One of my guests called me at 5pm to say she had arrived but not allowed in because the clerk checked but can’t find my daughter's name and told them we weren't there. I have to get out there and talk to them. But by 5:15, the girl still wouldn't let them in , the reason changed to "the table wasn't set yet!!" My guests didn't come in until 5:30, and I was at the front desk helping them bring them baskets, telling my guests to take off their shoes and carry the basket in and also guide them sign waivers. (Because no one of kids empire was there do any guiding and help for them) All the guests go in with the clerk permission, and the door is opened by the clerk, not by me. But around an hour later, one clerk told me very seriously that another clerk said I was trying to sneak someone in and she would send someone to count my guest’s numbers!!! I have no words to say the only thing I could told her was: anyone is welcome to count my guest numbers. And can you imagine that they only allow us using one table for the whole party time for 12 kids party with their parents , the total was over 20 people. (Pizza, cake, gifts, everything, and the place to ate) there has a lot empty table around us, they just not allow us to use, I can’t really understand it, unless they meant to make you unhappy and feel terrible, or they must have some mentally problems! What a terrible and exhausting party I have!! Never forget it.

Update at 9/5/2022 : I give advice to my two friends, they switch their kids party to kids empire at Claremont. Both of our two party are wonderful there, the clerks are...

To Kids Empire Management,

I'm writing to express my shock and deep concern regarding a disturbing incident that occurred at your facility on June 5th. Multiple witnesses reported that an 8-year-old boy violently stomped on the face of a 3-year-old girl--an attack that was not only traumatic but could have resulted in severe injury or worse.

What's even more alarming is how your staff responded. Instead of taking immediate protective action, the child responsible was allowed to leave the premises with his mother and another adult, without apparent consequence. Witnesses even heard the mother say, "I can't believe you did this again," implying a history of violent behavior from this child. If that is the case, why was he not being closely supervised--and more importantly, why is he being allowed back into your facilities?

To make matters worse, there are now reports that Kids Empire is withholding video footage of the incident, which only adds to the outrage and makes it appear as though your organization is prioritizing liability protection over truth and justice.

I am demanding answers to the following:

Has the child and their guardians been banned from ALL Kids Empire locations? Are you cooperating with the victim's family and providing them access to video footage for legal and medical purposes? What safety protocols failed here, and what changes are you making to ensure no other child suffers this kind of violence under your watch? Will Kids Empire issue a public statement and apology to the family affected? This was not a small incident. This was a violent attack on a toddler in your facility--an environment parents trust to be safe. How you respond to this will say everything about your company's values.

We expect transparency, accountability, and most of...

Took my four kiddos and wife to your Ontario, CA location on September 1st 2021. We arrived around 530pm. After an hour or so of playing my kiddos grew hungry. I walked over to the counter and asked one of the employees of kids empire had food for sale? Employee responded with a "no, just snacks". She then informed me that we "could leave and return as passes were for all day admission" I told her that was awesome and asked the employee what time KE was open till. Employee responded that KE was open until 10pm. I was pleasantly surprised and told her we would leave to eat and be back shortly thereafter. We left around 7pm and returned at 8:10pm to find KE closed for the night. Kiddos were extremely disappointed as we had driven 30 minutes to get to your location. I then called the location on September 2nd (this morning) and spoke with Stephanie whom identified herself as the manager in charge. I told her what had happened and that we would love to be invited back to get our monies worth. Stephanie responded with an "oh that's too bad she made a mistake and there's nothing I can do about it". When I asked Stephanie again to make things right so we wouldn't feel screwed over by her employees mistake Stephanie again responded with a sarcastic "sorry she made a mistake there's nothing to fix, if you want to come again you'll have to pay. It's not my fault she gave you the wrong information " I then asked Stephanie for her immediate supervisors information and could only provide me with this email. We're extremely disappointed how everything turned out since kids were having a blast and we were already discussing making this a place we could visit again more frequently. Not sure we feel that way now. Please let me know what can be done to rectify...