Viking Arena — Attraction in San Juan

1 star out of 5

My family's first visit to Viking Arena was deeply disappointing due to terrible customer service. The staff, mostly young and seemingly untrained in handling customer issues, showed no empathy or willingness to resolve our concerns.

The main problem arose from miscommunication about the VR section, which wasn't included in our premium tickets as we were initially led to believe. When we approached Manager Anthony about this, he was dismissive and unprofessional, even laughing and accusing us of just wanting free services.

The lack of properly trained staff or management to handle customer complaints was evident. When asked for a higher authority, Anthony claimed he was the highest we could speak to, leaving us with no recourse.

Despite being eager to try Viking Arena, this experience has ensured we won't return or recommend it to others. A simple apology, acknowledgment of the mistake, or attempt to make things right would have gone a long way. Instead, we felt disrespected and unvalued as customers.

Businesses relying on young, untrained staff should invest in proper customer service training. Viking Arena needs significant improvement in this area to provide a satisfactory experience for families spending their...

I understand it's difficult to provide excellent service when the place is as packet as it was, but the treatment we received was unacceptable. The place is good for the kids, but it's very, very disorganized. I went upstairs to order some to-go food and they told me it would take around 20 minutes, so I provided my phone number and went back downstairs. After 45 minutes, I went back upstairs because I didn't receive a call. Turns out the kitchen printer didn't print the order, and the host told me I had to wait for 20 extra minutes. After those 20 minutes, I went back upstairs with my whole family and asked for a table because we couldn't find one downstairs. We were told that, since the order was to go, they couldn't provide a table (even though there were tables available). By now, we were quite annoyed, so we told the host if there was some place we could sit, it didn't have to be a table. They opened up one of the axe stands so we could sit (again, there were tables available). The host who seated us took our drink order, and after 20 minutes, the drinks were still not at our axe stand. Luckily the waiter noticed us and gave us our drinks. It was not the experience I was expecting, but I should've read the google reviews...

We went for the first time today and were very excited about this place which was recommended by friends. Overall the kids had a great time. My husband and I felt good about the area and walked around monitoring to secure our children’s (12yo, 6yo, 3yo) safety. There were some kids playing rough, which is not unusual when there are groups of friends together but the actions were corrected by an employee. However, things took a turn. A group of kids were choking and pushing each other causing an immediate dangerous environment to others around. My son was hurt while passing by this group. We let the team know but unfortunately they were not responsive to the situation, we decided to leave. The place had a lot of staff but they were just sitting around chatting with each other vs monitoring costumer safety. We saw the safety videos ahead of time, but unfortunately the response was...