T-Play Khatib — Local services in Singapore

We booked a group visit to T-Play @ HomeTeamNS Khatib on 18 June 2025, and this was not our first group booking at this outlet and the first visit was just the week before. Unfortunately, both group bookings left us disappointed due to poor coordination from both the management and on-ground staff. Despite this being our second visit, no improvements were made on the second visit, which was disheartening.

Our booking was made online, yet no contact person or representative from the Khatib outlet was assigned or reached out to us prior to the visit. Despite multiple attempts to call the T-Play hotline between 9:45 AM and 9:55 AM on the actual day, no one picked up even though staff were present in the playground from 9:20 AM.

We arrived early for our 10:00 AM session, expecting to be let in at least 15 mins before time just like our first visit to allow students to settle down and be briefed. Instead, they only open the door and we were only allowed in 5 minutes before the slot, causing a delay in wrist tag distribution and a rushed, unclear briefing. Actual play only began around 10:10 AM, which short-changed us from the full 2-hour experience.

Our group of 40 was initially told to place our belongings at the public seating area, which quickly led to confusion and inconvenience for other patrons. I was approached multiple times by members of the public asking for seating which annoys me. Later, staff member Danial asked us to relocate everything to a party room, something that should have been done and clarified at the start. When asked for help to make an announcement to the kids to come back and move their belongings, he declined but offered to move the items himself, resulting in a disorganized mess with belongings jumbled up and children struggling to find their things later. Some bags were even mistakenly opened which belongs to the public as we need to verify if belongings on the area belongs to our group.

Apart from Ms Kamisah, who was exceptional in her attentiveness, friendliness, and genuine care for both our group and the public, the rest of the staff appeared disengaged. Several were seen sitting at the counter chatting throughout our visit. Danial, who identified as our group leader, only occasionally checked in before returning to the counter with other 2 staff.

We were asked to submit our bus plate number and arrival/departure timing in advance, yet no staff was present to receive us or guide us upon arrival. This gave the impression that the group booking was not properly anticipated or organized.

While the kids did enjoy their time inside, the lack of preparedness, disorganized processes, and passive staff made the experience stressful for everyone. Group bookings clearly need better planning and clearer SOPs. It’s unacceptable for a 10 AM booking to begin exactly at outlet opening time with no buffer for check-in and briefing. A smoother start could have made a big difference.

The only silver lining was Ms Kamisah, who went above and beyond in assisting our group and deserves recognition.

Not advisable for large group bookings in the current state. Hopefully, T-Play management takes steps to review and improve their group handling process.

P/S: While I see that they approach the public for feedback, they did not approach us to give our feedback so I am sure that they did not want to see an improvement from their already messed up process. So here I am with my own initiative to write a feedback and review so that future group bookings can hopefully see an improvement with...

Hi TPlay Management,

I am writing to formally express my disappointment with the behavior of one of your staff members, during my family’s recent visit to TPlay Khatib for a birthday party.

We had signed up for a birthday party package and were informed that we would be allowed to enter the party room one hour prior to the event to decorate the space. Excited for the celebration, my family and I arrived 35 minutes before the party start time, carrying all the party decorations and supplies, including balloons, and with happy expectations for the day.

However, upon requesting to enter the room to set up for the event, this staff member who was stationed at the counter, responded loudly and curtly with a single word: “NO.” Surprised by the abruptness, we calmly explained that we had been informed by her colleagues that we could enter early just for decoration purposes, not to use the playground facilities. Despite this, she rudely repeated the same dismissive “NO” without any attempt to assist or clarify.

This behavior was both shocking and upsetting. We were not only excited for a child’s birthday celebration, but also expecting a warm and professional experience from your staff. This attitude was far from welcoming or helpful, and frankly, it took away from what should have been a joyful and memorable day for us and our child.

I trust that TPlay prides itself on creating a friendly and enjoyable environment for families, and this experience has certainly fallen short of that standard. I kindly request that you address this issue and ensure that such behavior is not repeated in the future.

Thank you for your attention to this matter. I look forward to hearing how this will...

Went there last Sunday morning (10am - 12pm) and there were about 30 kids and 20 accompanying parents and my 3 y/o kid could play safely and did not have to wait much for the trampoline or climbing up areas. Went there today and they was an event with some 120 kids and approximately 80 accompanying parents and thats just for the event (not counting the usual crowd of about 30 kids and 20 accompanying parents). Many of the events' kids were over 10 y/o and were moving about unsupervised, shoving the smaller kids aside, taking the balls out of the ball pit and running all over the place throwing pits' balls at each other and those adults who got in their way. It was an awful and traumatic experience this morning. Had I known there was an event this morning at T-Play Khatib, I would have brought my kid to Yishun Safra's swimming playground.

T-Play should make an honest effort to close off the indoor playground whenever hosting such a large event groups. Or at the very least notify the public there is such an event during their preferred play timeslot so the public can make an informed choice on whether to proceed with the booking or avoid the playground...