Niagara Falls Fun Zone — Local services in Niagara Falls

VERY UNPROFESSIONAL SERVICE

I visited this location from out of town on March 24, 2022 with my nieces, I left my sweater behind with my bluetooth earpiece in the pocket. I contacted the company to see if the items had been found and was told by the Manager - Billy that they were there and that they would be set aside for me. I let Billy know that I was from out of town and would not be returning soon but if I or anyone I knew was coming down I would ask them to grab it for me. Billy asked for my name and number, labeled the items and let me know they would be placed somewhere safe for pick up. At no point did Billy ever mention to me that there was a 60 Day holding limit for lost and found items after which the items would be donated to charity. On May 27 I called the arcade to let them know a friend of mine would be coming to pick up the items that were labeled and set aside. I described the items and that it had my name and number on it and they could not locate it. They told me they would call me back once they found it and I never received a call back. This should have been a sign to me but I called back on May 28th to inquire again and the staff said they could not find the labelled items anywhere, I asked for Billy and was told to call back on Saturday morning. On May 29th I called and spoke with Billy and jogged his memory regarding the item he had set aside for me. He told me where he left it by the front desk bottom shelf and that he would call back once he found it. He called me back saying he hates to be the bearer of bad news but the items are no longer here. When I asked how that could be possible, he told me that if items are not picked up after 60 days they get donated to the nearest charity. I asked him how could the items that were set aside for me be donated when no one notified me or made me aware of this policy. He disrespectfully said that we are currently doing renovations and we are not a storage. Angrily I asked to speak to a manager because it was not fair that I was not informed of this and now my items are gone. He responded that he was the manager and had NO remorse in his voice. When I told him that this was unacceptable he basically responded with, we are undergoing renovations and we are not responsible for customers lost items. I am very disgusted with the service and how my situation was handled. The least they could have done was tell me that there was a time limit to pick up the items initially so that I could have tried to get the items sooner. I'm from out of town, Niagara Falls is not in my back yard, but the response and lack of remorse was extremely distasteful and unprofessional. If only there was a CEO for the company that I could escalate...

I gave the overall rating a 4/5 (4.5/5) because some games didn’t work at the arcade and that was a little frustrating. However, I was very happy with the overall turnout and value of the party package.

I booked a birthday party with the Clifton Hill fun zone. I booked it last minute (a week before) so that was great as most places for parties are booked for a month or 2.

The package included a table in Applebee’s in a separate area for unlimited time, 2 party trays of pizza, 4 jugs of pop and 1 jug of water; which were all set up when I got there. The waitress/greeter was super helpful for me, if I needed anything.

Also included in the package was individual containers of tokens for each person in the party which seemed to last forever, even though it didn’t look like much. All of the attractions were also included with the package and they were unlimited as well. Attractions at this location: laser tag, laser maze, and a mirror maze. I think she did say there was another one too on another level possibly but we didn’t really look for it and we were content with what we did do.

To give you an idea of the party; we had 8 kids but a minimum of 10 that I paid for. Kids ranging from 3 years old - 16 being the oldest. All of the kids had a blast with the games that did work and the attractions. The adults were able to join the kids in the attractions and even played some games as well with the kids.

I am very happy and I would happily refer my friends and family to book a birthday...

Prior to buying our pass, I could hear the ticket taker (who I suspect is the owner) speaking harshly to people who were asking questions of her. This should have been a red flag.

We had visited the other Funzone in Niagara and had a great time. When we were getting our pass, I specifically asked if there was an arcade like the Fallsview location and was told yes. We also clearly said that we'd only go through the other attractions once because they weren't the main draw for us. When the 6 year old started to play a game and didn't get prize tickets, I thought the machine was broken. It was not. This location offers no prize tickets and no prizes which is very disappointing after having spent time at the other Funzone, especially for the kid who just wanted to win a dollar store prize for the $50 I spent!

More problematic is the ticket taker/owner's approach.We attended no attractions because we felt ripped off and not comfortable there. Our request for a refund (based on a mistaken understanding of the offerings) was met with anger and defensiveness. It is clear she is well versed in the legalese to get out of offering anything resembling customer service. She's quick to say "We never claimed to provide prizes", "there are no refunds or transfers", "You were provided precisely what the voucher offered".

I hate that this interaction ruined our night but it really did taint the...