Uptown Alley — Attraction in Surprise

My family has been going to Uptown Alley for quite a few years now. It’s nice that they have ordering service but it often takes a very long time to get service. If you want a water, since we live in Arizona and you get hot while bowling, it’ll take 30+ minutes. If you need something like a condiment or additional napkins, nobody really checks in on you so you’re stuck without unless you hunt someone down, since they aren’t really servers, more so YOU order from the app and someone will deliver. Essentially, nobody truly has ownership over your service.

Other than the slow service you often receive, it’s usually a fun time! I’ve had birthdays there and enjoyed the facilities - bowling, restaurant, arcade (although the games are often down) and laser tag.

Tonight, my family visited while I was still in a work meeting. They were put in the back room (which we always love, it’s a nice area!) and a short while after starting they were asked if they would be leaving by 7:00 because there was a reservation for the room. There were few lanes (maybe 3) occupied upon their arrival, so why even put them back there if the room was booked - why not just put them in regular lanes? A while later, the (apparent) manager once again approached them and asked if they would be done soon so the reservation could be accommodated. My family responded that they would finish their game and be done. Initially they had planned to leave by 7:00 but they weren’t finished with their game and had paid for their time there. I find this incredibly unprofessional. Again, why put a family in the private room when there were clearly other lanes available, when a reservation was booked? Further, if you must accommodate that party (maybe it was booked after they arrived) why not ask if they could move to another lane? My last concern is that they were made to feel uncomfortable. Not only by the way they were asked to be gone by 7:00 when they didn’t choose the lane to bowl on, but then after the “manager” saw my hubby outside and made it a point to lock eyes and give him a dirty look. If a mistake was made by the team member that booked my family in the private room, own that! Had it been explained that an error was made, they would have happily moved elsewhere. We have both been in customer service our entire working lives and would have understood, but to make your customer feel bad for paying to bowl and enjoy a fun night out, and being put in the wrong room and made to feel like they were in the wrong, that’s not acceptable. We have enjoyed most of our times visiting Uptown Alley but this was an incredibly discouraging evening. We may start visiting a nearby competitor, we have just always had a decent experience here and being the OG bowling alley in Surprise, we want to keep supporting them. Tonight was a bit of an eye opening experience that we may need to expand our horizons and enjoy a night out elsewhere. Super...

We went on a Sunday afternoon. I had seen that they had recently done a remodel so I was slightly interested to see what they had done. We did not visit the golf. We were only interested in bowling. It was not that busy and I was surprised.

We went to the bowling desk and no one was there. Multiple people passed by us and didn't acknowledge that we were there. Finally someone came up to us and started to help us, but he didn't seem to truly understand what to do . As if he.didnt have good training. He wasn't sure what lanes were open on the computer and had to walk to one to see if it was really open

For the shoes, they didn't have all the shoe sizes we needed, which were regular mens sizes. There were piles of shoes not sorted on the desk. Maybe they were in there. Who knows. The shoes were in bad shape anyhow. My daughter and I asked for the same shoe size and because of the age of the shoes one pair fit her and one didn't. I just dealt with a pair.

A huge line formed behind us and no one came to help the person out at the desk.

Bowling itself was fine. No big issues with that. The people across from us had ordered food and when they left, the bussers came to clean and separated the "clean" dishes from the dirty dishes. How they were handling them I felt like they were not going to clean the unused ones. It's just a hunch, but usually servers would pile all the dishes together. If you place dishes on a table for the public, they should be washed.

Anyhow, the bussers left food all over the floor. A huge waffle something . I don't know what it was. Not swept. It was really gross and easily visible.

There was no hustle to the place except one server. The cleanliness was pitiful. For paying for marketing on tons of news outlets and then letting the place fall apart when you have visitors is a waste. Customer experience...

Don't bother! They have no customer service. We made reservations for a lane for a night of adult fun in the 21+ room. We received a text telling us that they were ready for us, luckily we were already there and waiting. We waited for about 15 minutes, not terrible considering they had a decent amount of staff but only 1 register open for some silly reason. Once we made our way to the front of the line we find out that they ignored our reservation time and they gave away our lane. We could get a regular lane or wait about 30 minutes to go into the 21+ area. We elected to wait. We would just go get a drink. We walk into the 21+ area to find it crawling with kids. We asked when it would be closed to minors, we were informed that room was never 21+ and kids go in there all the time. It wasn't worth arguing so we let it be. After another 40+/- minutes we finally get a text to let us know our lane is ready. We go to the counter. We are told that we now have to wait in the line that is now almost to the door. This is the person who initially waited on us to begin with. I asked why we had to wait AGAIN, we've been waiting for almost an hour at this point. She said that was the "policy". The manager came over and couldn't understand why we were upset. He told us we have to wait in line and said that they don't have any lane reservations (even though it's on the website). He said that he would get us taken care of after we waited in line. I asked if the lane that we've already been waiting for would be save and he gave me no answer. That's a "no". He was not willing to work with anyone. If you are a teenager looking for an expensive, small arcade this is your place. If not,...