Monkey Mania Prestons — Local services in Sydney

Horrible experience planning for kids birthday

31 Aug: booked for birthday party to be held on 26/9, deposit paid and booking confirmed 1 Sept : got 2 missed calls, tried to call back, no one picked up. I thought if its important I'll get another call.

No call..no emails..nothing..

12 Sept: after all the guests confirmed, i went there wanting to finalise the number and food order. I mentioned to the staff, "I got a missed call from you guys but I couldn't reach back, do you know what the call is about?" And the staff just say "i have no idea". I have to ask "well..can you ask someone or check on the system?" Only then he checked the system and said "Oh, you can't have the party on this date because there is another booking which book the entire venue. So you need to change date/time. I'm so sorry about that. I'm actually don't know what to do, let me call my manager". Surely I was shocked and disappointed and wanted to talk to the manager. He called the manager and only walked back to tell me "sorry no one is available right now, the head office will call you on Monday" then I asked "you just spoke with someone who told you to tell this to me, can I speak with that person? Ask that person to help you out" He went back in called again and came back saying "Sorry, someone from the head office will call you. There is nothing else I can do, I'm sorry"

How crazy that is.. we were 2 weeks away from the party and I only found out because i coincidentally came there. If i didn't come i dont know when will they let me know.

Still have no shame to ask me to wait until Monday after they messed up. No shame that not even willing to talk and explain what happened. No chance I would have waited until Monday to figure out.

I managed to find another play centre to accomodate for my party and my stress didn't end there, of course I requested for the deposit to be refunded. Guess what, they processed the wrong refund mentioning "we will refund to the card ending xxxx" i said "that card number doesnt sound familiar, are you sure you are looking at the right one attached to the booking?" They said "yes..did you use afterpay? If you use afterpay they generate a different card number". and i had to waste my time again, check my bank details and call them again to demand for the correct refund. On top apologising to the guests for the changes.

This place used to be ok, not sure what happened recently it seems the place has lost its spark and dull and so unprofessional like this.

Definitely not returning. There are plenty of newer playground definitely better, consider your choice wisely not...

If I could, I would give them a negative star rating. Our much-anticipated outing to Monkey Mania turned sour due to the insensitive treatment we encountered. Despite explaining that my child has autism and other diagnosis including high sensory disorder, we were turned away because my child would not wear a pair of socks. As a parent of a child with special needs, I already navigate many challenges daily, but discrimination shouldn't be one of them. Monkey Mania's refusal to allow my child over a pair of socks was not just disappointing but deeply hurtful. It's disheartening to face such blatant discrimination, especially in a place that claims to be inclusive. Every child deserves equal access to activities, regardless of their abilities. Monkey Mania's actions were not only insensitive but also unacceptable. Discrimination has no place in our society, and I refuse to accept it. This discriminatory experience didn't just affect my child with special needs; it impacted our entire family, creating an atmosphere of exclusion and distress. It undermined our sense of security and belonging, leaving an emotional toll on all of us. Why did I have to label my own child just to access a basic activity like any other child? The manager and staff displayed a lack of understanding and compassion, leaving us feeling excluded and disappointed. Encountering such ignorance and lack of empathy is disheartening, especially when seeking opportunities for my child's enjoyment and socialization. We won't be returning to Monkey Mania and will share our negative experience...

The kids had a blast and there was nothing to complain about in terms of the facility and play area! Would definitely recommend this place.

However…

The customer service from one particular staff member who may have been the manager on the day was absolutely terrible.

For the two hours we were there, this staff member did not approach any other parents or children that were supposedly not adhering to the rules i.e. socks on at all times. My kid took his sock off once 10 minutes prior to us leaving…

She had approached us on an occasion where play toys were left in the baby section by other children however my friend and I were approached and “told off” by this staff member. After telling this staff member that we had no involvement with the toys being in that location and other kids had left it there prior to us attending this section, this staff member stated “well you’re setting a bad example for leaving it there”.

Not to mention the music blasting with swear words then being told by the same staff member, “incase you didn’t hear, we’re closing in 10 minutes” and making smug comments on parenting skills, just topped it off.

Being approached more than 3 times and being advised that we had done something wrong feels a bit targeted.

I’m definitely not one to complain and would never go out of my way to write a review like this but thought others should know out of fairness, and better service for what should be a family friendly...