Once Upon An Island — Local services in Newport Beach

Sadly, we had a horrific experience at Once Upon An Island. My daughter had her 5th birthday here on Friday June 7th and there was an incident during her mermaid updo. The mermaid used an elastic hair tie cutter tool that cut large chunks out of my little girls hair.

I believe the mermaid knew what she had done as she looked slightly distressed and was talking to a manager in the middle of the updo, then mentioned as I was packing up to leave "do not be alarmed if a little bit of hair comes out". I thought she was talking about the mermaid hair piece they placed on her head not her actual hair!

When I showered my daughters hair alarming amounts of hair were falling off her head. It was very traumatic for me and my daughter. (photos attached) She now has two inch layers at the top of her head that don't stay in a pony tail and are constantly falling out, its a nightmare.

There is nothing to be done about my daughters hair, it will grow back. However, the absolute worst part of this whole experience is the Once Upon An Island customer service and ownership. I called on Friday June 7th the gal on the phone was in shock and agreed that something needed to be done on their end. I was requesting a full refund for the party. Thinking this was the least they could do. I didn't hear from anyone until Monday, the only way they were willing to communicate in the following days and weeks was by email. They took zero responsibility for what happened. Letting me know they only use the elastic hair tie cutter tool in their salon. That exact tool that has a razor blade on the end. They told me to focus on whats important "the memories made during the party!" I again asked for my money back and they refused to respond.

I would never ever allow someone I know to attend a party or throw a party at Once...

I do not recommend Once Upon an Island and it is not worth the outrageous price.

I held my daughter's 5th birthday here along with another friend of hers. The mermaids were rude, did not listen to our input on when lunch should be served, and rushed our girls out the door the second the party was over (even grabbing all the presents and asking where our cars were).

However, the worst part was the other birthday girl's hair was cut in pieces by one of the mermaids in the jellyfish salon. We realize that it was a mistake by the mermaid (but how hard is it to put a fake ponytail in a girl's hair?!) but the way it was handled was AWFUL and could not have been worse! Not only did they lie and cover it up when it happened, but once management was spoken to afterwards they didn't apologize, take ownership or offer any sort of acknowledgement that this had happened. They refused to take our phone calls and only responded over email - signing each with "hugs and fishes" and no name as if we live in some alternate mermaid universe. I would strongly think twice about not only having your daughter's birthday here but also attending one, unless you want to risk your daughter's hair...

We had the most amazing time for the third year in a row at the Once Upon A Christmas North Pole experience!!! Words can't even describe how unique and magical this is. Every year this keeps getting better!! We took our twin nephews to see Santa & the elves. We were greeted by the most adorable elf who helped us write some letters for Santa. The boys stood on this special spot outside to test their Christmas spirit to open the enchanted doors with Santas patented Spirit-O-meter machine. Once we were inside our elf sugar plum guided us to stop at Santa's reindeer barn where we talked to his reindeer before we were transported to The Elf Workshop where they made toys magically appear! The boys were absolutely mesmerized by the talkative Northern Most Mailbox where they dropped off the letters to Santa. Finally behind the last magical door was Santa himself. I would highly recommend booking this experience, it is worth every penny and great for all ages because they have different packages that fit the age of the kids you have with you. 100 stars!!! Thank you once upon an island for putting together another...