Pineapple and Bears Play Hub — Local services in Gateshead

As a rule, I don’t write bad reviews about small local businesses but I’ve sadly had to make an exception on this occasion, since they have chosen not to reply to my email.

I visited the play hub on Wednesday and was told - for the second time - that I’d booked for the previous day.

For some background, this also happened to a friend of mine when we booked at the same time back in November (the first time this happened). I accepted it as a coincidental error the first time, but in hindsight it was probably a booking system error. That day, I was firmly told to leave and had to drag my screaming toddler away from all his friends who were playing. My friends offered to take him if I waited elsewhere, and I was again told bluntly to leave.

On Wednesday, when I saw it was happening again, I got visibly upset, not at the fact that I couldn’t enter, but at the way that it was handled. The lady I spoke to repeatedly told me that the booking was for yesterday when I clearly showed my correct booking, made on Tuesday evening for Wednesday morning. I was asked to move aside to let other people come in, as though their bookings were more valid than mine. And at no point was I shown the booking confirmation on their side, which suggests the error was either theirs, or in the booking system itself, since I provided my “evidence”. I was left to argue my case in front of all the other parents who also seemed embarrassed by the situation. At no point was I offered a refund, an apology, or a quiet place to discuss it, despite explaining that I was having a particularly difficult day. I commented on how it may be a fault in the booking system which is already not a great user experience, and I was told “it’s a worldwide system that everyone uses and nobody else has this issue” Again; suggesting I was the problem.

When you pay for a service, you expect to be given the product or experience you’ve paid for. The only solution suggested was that I wait around in case someone didn’t show up. Which presumably would be the end of the slot - not very helpful when I drove a long way and made an effort to arrive on time.

I still can’t understand how, if I was somehow booked in for the Tuesday morning like they claimed, the system allowed that booking to go through on a Tuesday evening.

I’d already decided not to go back here after the manager’s attitude last time, but had agreed since my friend wanted to go, and needed my help as she was there with her toddler and newborn. She was then also unable to go in without me, and the manager told her that I left before they could offer a solution - a shameful lie.

Yes, the interior and cakes are lovely, but I and my friends will not be going back here ever again when the manager refuses to take responsibility for errors and puts blame on her customers. I’ll be speaking to trading standards...

Ive wanted to attent this place for a while, but as we live half hour away weve never actually made it until we got invited to a party.

On the whole the place looks fantastic, very instagrammable but there isnt actually much too the play areas which left my 5yo son underwhelmed. My Daughter who has just turned three loved it so definitely think it is more geared towards younger children.

The range of cakes looked great and we tried the Biscoff cake which was lovely. The party food was served on cute teddy bear plates and had a great selection of food included.

Whilst very Instagrammable, the place needs some TLC. It smelt badly of damp and you can could feel the moisture in the air. You can see that have had issues with water on the roof and the outside walls so hopefully something they are getting repaired. There is a LOT of cobwebs on the window area, not neccessarily a bad thing, but wouldnt take much to get rid of. The toilet seat was falling off in the baby change and the towel dispenser was loose (i tried to lock it with the key that was left in without success) which fell onto my sons head.

Parking is limited but additional bays accross the road if needed. Keep an eye on the kids as this is also used by a bar and restaurant and got very busy when we were there.

Overall a very mixed review but hopefully a lot of it is quick fixes and I would go back with my Daughter to give it...

To add a detail around the treatment provided by the owner. Who continues to act in an appallingly hostile manner towards paying customers: My wife, whilst breastfeeding our 2 week old baby sat to the side of the table in order to assume a more comfortable position. This being her first time breast feeding away from home. The owner came get got right in her face and told her to put a mask on. Giving no respect for her privacy or dignity whatsoever and showing no remorse whatever at our clear upset.

These reviews are not fake. You are awful to your customers. I tend not to leave negative reviews, so held off but after hearing of the continued awful treatment of a friend who would in no means ever warrant such treatment I decided to raise my own account.

———

The owner of P&B treats customers with contempt. She has been rude to me personally and considerably awful to a friend on multiple occasions. The friend in question being as pleasant and wonderful person you can imagine. I can’t understand anybody treating her and her young child in such an awful way.

It’s a shame, the space is wonderful. We are willing to drive 45 minutes to get there, but unwilling to be made to feel so unwanted on arrival.

I hope the building is purchased by a more people focused person in the future.

We will instead be frequenting Tumbles, which is an equally great space for toddlers with a far superior...