Malibu Jack's Thornton — Attraction in Thornton

I visited Malibu Jack's on November 8th and had an extremely disappointing experience due to confusing operating hours and unhelpful staff. I purchased a wristband/pass at 5:00 PM, under the assumption that the facility was open until 9:00 PM, based on hours I had seen or expected. However, I soon discovered that the park was actually closing at 8:00 PM. This meant I paid for a pass expecting four hours of fun, only to have access for three hours before the rides shut down. When I approached an employee who was working on a ride to inquire about the early closing, his response was simply that they "close at eight" and he couldn't help me. Given the significant loss of paid time due to this lack of clear communication (especially purchasing a pass only three hours before closing), I asked for a refund or, at the very least, a rain check in the form of a new pass/band for another day. I was told definitively that they do not do refunds and was denied a replacement pass. While I understand that policies exist, I believe that when a customer purchases a full-price pass three hours before an unexpected closing, some accommodation should be made. The lack of customer service, empathy, and willingness to offer any solution left me feeling that my money was taken unfairly. Management needs to ensure that closing hours are clearly displayed at the point of sale and that staff is trained to handle customer grievances in a way that prioritizes fairness, especially when there is a clear discrepancy in value received. I hope Malibu Jack’s will address the lack of clear hour communication and improve their customer...

A Five-Star Experience Thanks to Outstanding Service from Kelly!

I recently visited Malibu Jacks and I have to say, it was an absolute blast from start to finish! The facility itself is fantastic, offering a great selection of fun activities that kept everyone in my group entertained for hours. Whether it was the go-karts, the arcade, or the miniature golf, everything was well-maintained and genuinely enjoyable. However, what truly elevated this experience from good to outstanding was the incredible customer service we received from an employee named Kelly.

From the moment we started our visit, Kelly was the definition of kind-hearted service. She was attentive, warm, and went above and beyond to make sure we had everything we needed. It's rare to find someone who is so genuinely dedicated to ensuring every customer leaves happy, but Kelly clearly is. She provided seamless support from the start, helping us navigate the games and even resolving a minor ticket issue with efficiency and a fantastic, positive attitude.

The kindness and personalized service Kelly showed made us feel completely welcome and valued. She is a true asset to Malibu Jacks and a perfect example of what great customer service should look like.

If you’re planning a trip to Malibu Jacks, expect high-energy fun, and if you have the pleasure of interacting with Kelly, you're guaranteed to have a smooth, positive, and memorable experience. We will...

This was the first Malibu Jacks location I’ve ever been to, and I was fairly impressed! Being a new location there is still active training of employees going on, and there are still kinks to be worked out, but I had a great experience there tonight! The handful of rides they have are good for their size and caliber, the two miniature golf courses aren’t bad for indoor courses, and the arcade has a smaller but varied collection of modern redemption and video arcade games. The pricing for the games, rides, and food felt reasonable and competitive! Hopefully they can form a friendly competition with the nearby Boondocks and stay around in this area! I’ll definitely be going back to experience what I didn’t tonight, mainly the laser tag, duckpin bowling, second miniature golf course, go karts, and dark...