Astro Skate of Palm Beach County — Local services in Greenacres

Attended a birthday celebration at the venue. Regrettably, I am leaving a 1-star review, despite initially holding high expectations for the experience.

SKATERS BEWARE!!

In summary: This is a poorly managed establishment. I was initially hesitant to provide feedback because from my observations, regarding the company's handling of one-star reviews from its customers, it appears that the company's approach to addressing dissatisfied customer feedback involves discrediting, invalidating, and replying with a defensive stance…

According to the police department, they are called out to this establishment quite frequently by the management. This seems to be a go to method for getting rid of unhappy customers. In my research, I found that despite undergoing a change in ownership and subsequent renovation, this facility retained the services of the same manager who oversaw operations during its previous incarnation as Atlantis Skateway. This came off as quite a surprise, particularly in light of the widely known mismanagement under the previous company, which ultimately led to the downfall of the business.

Now to get into details of the issues I ran into as a guest at this skating center...

The facility's inadequate table space and disorganization led to significant inconvenience and safety hazards. They schedule five birthday parties at the same time with five narrow birthday tables crammed closely together, guests faced difficulties navigating the area, increasing the risk of accidents.

Moreover, the absence of clear scheduling or guidance from management exacerbated the situation, resulting in disruptions during key moments such as cake time.

Compounding these issues was the inexperienced handling of the situation by staff members, particularly evident when a young employee attempted to deliver pizza amidst the chaos. This lack of coordination and foresight also became apparent when it was revealed that there was no designated area to temporarily store the birthday pizzas ANYWHERE. The absence of organization reflects poorly on the establishment's commitment to providing a seamless and enjoyable experience for its customers.

Overall, the combination of poor spatial planning, management oversight, and inadequate staff training underscored significant shortcomings in the establishment's operational protocols. Management was informed of the complaints on multiple occasions or at least conveyed to employees who appeared to hold leadership roles within the company. Additionally, it's worth mentioning that there is no mandatory policy in place requiring employees to wear name tags or identification.

The process for obtaining rental skates also lacks proper queue management. During peak times with a high volume of people, expect to endure lengthy waits to receive your skates. The absence of a structured line results in a chaotic environment, where people must navigate through crowds to reach the service booth. Service is randomly provided by staff members, leading to a sense of unfairness and frustration among customers in "line". Despite my desire to skate with my daughter, the disorganized and time-consuming experience in obtaining skates ultimately led to my decision to leave without enjoying the activity.

Lastly, I want to mention that the ethical practices of this company warrant scrutiny. Throughout my visit to the skate center, I did not observe an adult possessing a valid food-handling license actively overseeing the operations of the concession stand, where young teenagers were responsible for food preparation and service. it seems that the company may be exploiting financially vulnerable young individuals by offering employment under conditions that are both burdensome and inadequately compensated. DO NOT HAVE YOUR PARTY HERE AND TAKE YOUR BUSINESS...

I am taking the time to provide feedback regarding the birthday party I scheduled and attended on 10/7/23 for 9 part guests between the hours of 0630-830pm.

During the initial attempt to book the party I was told on 3 different days to call back because only a certain female could book the party and she was unavailable or out sick. I eventually made contact with the female staff member who was very helpful and answered my questions. When payment was discussed, I was hesitant because I was providing my credit card payment over the phone without a confirmation number, email confirming my payment and party date, or anything that provided proof the down payment was provided. The staff member agreed to screen shot my proof of payment and email/text me the proof, that never happened.

Upon arrival at the party at approximately 0630 on 10/7/23, we met with the outside greeting staff who advised us we will be processed and assigned a party assistant. This process was rather smooth, we entered the building and located our reserved table.

After waiting approximately 15 minutes for our party assistant, I stood in line at the food bar to be informed our party assistant will take care of ordering the food included as well as extra food and drink I wished to purchase.

After 30 minutes without being greeted or attended to, our party host arrived at our table. I requested the children’s pizza be brought out to the table and I placed an order for two additional pizzas and a pitcher of soda.

While waiting for our food to be served, I went to the skate desk attempting to obtain three walkers for our smaller skaters. I was directed to speak with my part host who could arrange this and provide a bracelet allowing me access to the skate walkers. After flagging down my party planner to request walkers that he never informed me about, he placed one walker on my tab and provided a bracelet allowing one walker to be obtained.

At approximately 745pm, I found my party planner and asked if our pizzas were going to be served as our party is scheduled to end at 0830. As of this time, no pizza had been served to the party guests nor additional pizza served which I ordered separately for the adults. Due to the end of the party approaching, I asked if all the pizzas could be served at the same time. Moments later the party planner provided pizza and plates to the table as requested. He placed the pizzas on the table and quickly started walking away. I called to him requesting refills on the pitchers of soda which were empty.

Due to the scheduled end of the party closely approaching and the cake not being cut, I searched for the party planner to request a to go box for the uneaten pizzas. I was unable to locate him although a helpful staff member Billie, provided the to go pizza box.

While returning our skates, I noted the party package I purchased included 300 points for the birthday child. When I asked a staff member how are the points used, I was informed I was to be issued a card with the points loaded. Unfortunately, that was not received upon check in nor from my party assistant. A staff member at the desk assisted with providing the card and the points that were included with the party package.

In summary, AstroSkate is well renovated and has potential for a fun family environment. It is imperative to have an attentive party planner for the parties hosted at AstroSkate to be successful. Unfortunately this was not my experience and I am terribly dissatisfied with my party experience. I am appalled I payed approximately $200 and received extremely poor customer service and worse communication from my party planner...

Legit worst birthday party experience.

1st- my party was scheduled to start at 12:30 at 12:10-15 when trying to enter the skating ring to set up I was told that my tables were not ready and I needed to wait outside or pay to enter early… My kids were not allowed to start skating just 15 minutes early. We needed to wait outside then by the time it was 1230 and time for us to enter most of my party guest had already shown up, and I had nothing set up… by the time it was my turn to enter there was three parties in line and at least 30 people in the line to get through the door meaning a wait.

2nd- When I called to schedule my party it was horrible! You can only call to schedule parties on certain days they take your name and phone number and tell you they will call you back but I had to call them two or three times to be able to schedule… I asked if I was going to receive an email verification that I had put a deposit down and had a scheduled party but I received no acknowledgment or confirmation.

3rd- I told them I would be bringing my own tablecloths plates and cups when scheduling. There was no need to put party supplies down… When I was able to enter into the skating rink, they were just placing plates on the table. I told the manager there was no need to continue doing that. I brought my own stuff and didn’t want to see it wasted. I was then told I had to keep that stuff on the table. Just put my stuff on top of it… What a waste? The tables are way too close together, and I received one long table for 23 children… There’s just no set up time and parties are scheduled to close together.

4th- Food…. What food??? I was supposed to receive 3 pizzas for the kids and I ordered an additional 3 pizzas for adults. My party started at 12:30 and about 1:15 PM I had to go to the counter and ask them for drinks because I still did not receive any… At 2 PM. I finally received one pizza which was cold and undercooked. I had to spend my whole entire party walking back-and-forth checking on food Receiving one pizza at a time… Every single time I needed soda refills I had to go to the refreshment station and get them myself. It doesn’t make sense to me that you cannot bring outside food in. Are these kids really supposed to just eat pizza? Why can’t you bring in chips or a fruit bowl… It takes forever to get your pizza if you get it at all! There was not one adult at the refreshment center. It is a bunch of teenagers, who just don’t know what they’re doing… Totally not their fault.

I never received all the things that they talk about. There was no party attendant. I set up my own cake and cupcakes, I cut my own cake did my own candles filled all of the cups with soda over and over again distributed pizza myself, and clean the table… while I was in the process of cutting my kids cake one of the young girls came up to me and told me she was ready to take my payment… we never received anything like bounce house, time or hairspray or anything like that… I have had parties all over Palm Beach County at entertainment places like this, and I have never spent so much money and receive such a horrible party! $436...