Kids Quest at Northern Quest Resort & Casino — Local services in Airway Heights

Terrible experience! We took our kids here yesterday. We checked them in for an hour and arrived in less than an hour to pick them up. We were standing in line waiting to check them out when we saw the original girl that had checked them in and requested that we could pick them up. She told us she couldn’t help us and we had to wait for the girl who was now behind the counter (they have two check-in stations, but only had one manned). She also told our children who were at the other side of the gate requesting to be let out that she would not let them out and that they needed to go play. She then stood idly behind the arcade counter for a while before going to wipe down machines. 20 MINUTES LATER we finally reach the front of the line who is now being operated by the same girl. She stated that we now owed for an hour and a half, charging us for the time that we had waited in line! We explained that it was fair that we owed for an hour, but we disputed being charged for time we were forced to wait in line because we had showed up on time (under an hour) to pick up our kids. She had even remarked to us, while she was standing around, that she was sorry the wait was taking so long! We requested to speak with a manager. The manager showed up, was explained the situation and then instead of doing anything reasonable to resolve the situation asked for my husbands ID. When we asked why she needed the ID again, even though we had already given it to pick up the kids, she said it was to report theft of services. We tried to explain that we were not committing theft and had no problem paying for the hour of time the kids spent playing, but we disputed the fact that they chose to charge us for an additional half hour, even though they were forcing us to wait (while they had other employees who could have checked people out, instead of ignoring them). The manager called security and LIED to the security guard, stating that we were not willing to pay anything. My husband explained that was a lie and that he was willing to pay for the hour, but disputed the additional time. The security guard for Northern Quest had to convince the manager to just charge for an hour. The security guard was apologizing to us for how ridiculous this whole situation was!

I don’t have a problem with the time we had to wait (I get it, sometimes that just happens). I do have a problem with you understaffing the front desk, forcing people to wait and then charging them for every minute they wait, when you have available staff to help. I have a problem with the fact that the manager, instead of being reasonable, tried to intimidate us with a theft charge and then lied to the security guard. If they had showed one ounce of customer service, I would not have written this. I will never take our...

We have always had great experiences leaving our daughter here; however, the other night when we picked her up we were informed that she had gotten a bloody nose when her and another kid collided? Question mark is because the employee wasn't too sure exactly what happened. She said that when the 2 kids hit, my daughters head flew back in like a whiplash motion, and she speculated that is what caused her bloody nose. We had to sign an incident report and even though she appeared OK we were not called when this incident happened. I was told by the worker gal that they asked our daughter if she wanted us called, and she said no, but I don't think that decision should have been left up to a 6 year old. She has never in her life had a bloody nose, and so it was a little concerning what kind of accident could have caused this. She had dried blood on her nose and under her chin when we picked her up. I would have liked to have been called about this soon after it happened so we could have made a decision about whether we felt she needed more medical...

If you're a parent, I wouldn't use this place as your saving grace. Seven months since I've been kid free... wanted to take my wife out for her birthday. Got all dolled up and drove all the way out to the casino just to be told that they can't take my 14 month old. "We don't have the staff" they said. Told us we could wait around and see if someone picked up. We waited. And waited. And waited. Ended up wasting time in the cyber quest area. More than half the machines were broken...then after finally seeing a toddler leave the tot room, we hop back in line... wait forever.... and NOW get told they still won't take her. They still don't have the staff... long story short, my wife's birthday was spent at home with our kids... as usual... but hey, bright side is I guess we saved a couple...