Kids Empire Pasadena — Attraction in Pasadena

We have visited this place several times and have always had good experiences—until today. Just two days ago, we spent around two hours here because my son enjoyed it so much. However, today's visit was completely unacceptable due to the rude and unprofessional behavior of the staff, particularly the guy who introduced himself as the manager.

At the front desk, the lady insisted we complete a waiver for all three of us—myself, my sister (who is an adult accompanying us), and my son—even though I had already completed it previously. When I explained this, she still insisted and said she would consult the manager. When the manager arrived, things went downhill fast.

Here are the reasons for my frustration:

Incompetence: The lady had already found my phone number in the system, but the manager claimed he couldn’t find it. When I became visibly upset about this unnecessary confusion, he responded rudely, saying, “You don’t need to act like you’re upset.” This dismissive attitude is not acceptable.

Accusations of lying: When I explained that we had visited two days ago without being asked to complete a waiver for the second adult, he bluntly said, “I was here, and I didn’t see you,” essentially implying I was lying. Instead of checking their records, he made baseless accusations.

Dismissive attitude: When my sister reluctantly went to complete the waiver to resolve the issue, the manager said, “If you’re not happy, don’t stay.” This level of disrespect is beyond belief. When I asked to speak to a manager to escalate the issue, he smugly claimed that he was the manager. If this is true, this business is doomed because they clearly lack even the most basic understanding of customer service.

Ultimately, we left the place, but the entire experience was terrible. My son was so upset and cried as we left. What was supposed to be a fun outing turned into an incredibly disappointing experience due to the rude and unprofessional behavior of the staff. We will not be coming back, and I would not recommend this place to anyone until they train their staff to treat customers with respect and...

During my younger brother’s birthday party at Kids Empire, a worker named Jasiah went above and beyond to make the day truly unforgettable. From the moment we arrived, Jasiah greeted us with a warm smile and incredible energy, immediately putting both the kids and adults at ease. He helped guide us through the check-in process and made sure we had everything we needed for the party, including wristbands, table setup, and clear instructions on how to navigate the play zones. Throughout the day, Jasiah was attentive and always available, checking in regularly to make sure everything was running smoothly. He interacted with the kids with genuine kindness and patience, even organizing fun little games that made the children feel extra special. When things got a bit chaotic, Jasiah handled the situation with calm professionalism and never lost his positive attitude. He also helped coordinate the cake-cutting and ensured that cleanup was quick and stress-free for our family. His dedication, kindness, and enthusiasm turned what could’ve been a hectic day into a joyful and relaxed celebration. My entire family was so impressed and grateful—we truly couldn’t have asked for a better person to help make the day so special. Thank...

We went here when they first opened and it was great honestly best play for kids and adults. Had downside of over charge for birthday parties vs regular prices. Now, today was horrible!! They really need to get their priorities straight. The employees do not care about behavior that is putting children in danger but you better not wear shoes? I called it to their attention reckless behavior of teenagers throwing/shoving each other on the tower of bungees with small children inside and crashing into them. The employee argued with me that the other children playing calmly and respecting others space were in the wrong and not the teens?! Then there were other children chucking plastic bricks and one hit me. Not one employee walking around discouraging hazardous behavior. The women's bathroom smelled horrible of pee and the floor was slimy! Yuck If you put on your shoes, you will be told you must take them off for sanitary reasons. I will never walk in a restroom without shoes especially one in that condition! Employees wear shoes but don't you dare think about it.

We were considering having another birthday party here not after today! We will not...