Coconut Cove — Local services in North Logan

We have been good, consistent customers at Coconut Cove since it opened. We’ve enjoyed the large place space and the workspace out front. We have had two birthday parties there. As we went in today, I purchased a 10 pack with the expectation that we would continue to be good customers

Since it’s spring break, I’ve been playing the childcare dance all week. I had something unexpected come up at work and decided to leave for 30 minutes to deal with the problem While my 15-year-old son supervised his 13-year-old brother and 10 year-old sister and five-year-old brother. My son is responsible and has a cell phone At some point, my 13-year-old son threw up. He made it to the bathroom, but there was a bit of a mess and responsibly went to the front desk to tell them that it would need attention. I can’t take calls at work, but my older son sat with his brother and texted me that I needed to get back as quickly as possible.

The staff was truly horrible to my children. They made all of them, even the ones who weren’t sick, come out of the play area and sit in an isolated space. When I returned, the staff member told me I was a terrible mother for leaving my children, and that “coconut Cove is not a daycare.” I apologized for making the mistake since most places around town allow a sibling who is 14 or older to watch siblings. I recall asking someone at Coconut Cove, whether or not that was the policy and being told it would be OK. Perhaps I was wrong. The worker accused me of lying and said that had never been the policy and I must’ve been breaking the rules all along to say such a thing.

While I accept that I broke the rules, I had come as quickly as possible to fix the situation. I sent my 13-year-old son who was sick to the car. She said that was unacceptable and terrible parenting to leave a child in the car while I supervise the others play. She said that none of my family was able to stay. She made sure I knew that my family was no longer welcome at Coconut Cove. Since I had paid for 10 passes that I will no longer be able to use, I asked for a refund. She said that was out of the question and they give no refunds ever.

I am exceptionally angry about the level of customer service. This could have been a very simple case of a misunderstanding. I arrived at the Coconut Cove within 20 minutes of the first message that was left on my phone by my son. I am now out $80 that I will never see again. My 15-year-old son was embarrassed and ashamed. My five-year-old is in tears because he can’t go back to one of his favorite places.

All of this over a misunderstanding. I never expected them to be a daycare. I had left an older, responsible sibling In charge. None of the children showed any signs of illness before we walked in. My son has not thrown up since that moment and has no fever. He told me he had not eaten very well today and thinks he just pushed himself too hard. He felt much better after some water and rest. I still do not understand why my well children could not play. I cannot think of any circumstance where it was appropriate to treat a customer this way. My children were respectful and did as told throughout the entire experience. Our only sin was assuming that their policy was similar to other play areas in the valley that allow older siblings as chaperones. I was more than willing to acknowledge my error and correct it by staying with my children While my childhood thrown up waited in the van.

I will be filing a formal complaint...

Management. The management/owners are GREAT! I had a problem, and they were open-minded and kind and willing to take a little criticism for improvement (more on that later). I would encourage anyone that has had a negative experience to take the time to talk directly with management FIRST before calling it "quits", because I promise you they WANT to improve and they don't WANT you to leave with a sour taste in your mouth! They want to learn and adapt and get better!

A+ for playground layout and design. Easy for parents to navigate and it flows AROUND the existing building limitations (as a prior movie theater, this is a GREAT use of the space!)

A+ for manager customer service 👍🏻

C for policy consistency amongst employees. I definitely have the employees I will go to for problem resolution and employees I actively avoid 😬 Rest assured that Coconut Cove Logan is still "new" to town, and the inconsistencies WILL improve (when I brought it up, manager was already aware of inconsistent policy application amongst employees and detailed her plan for fixing it. Give them time! It'll happen.)

Here's what I learned: The "2 and under free with paying older sibling" policy is a 1:1 ratio. One full-price sibling = one free 2 and under sibling. So if you have an uneven number of kids like me (ages 5, 2, 1) the second kid under 2 will be $6 admission.

For me, I have a punch pass. I like the punch pass. But the punch pass is NOT a good value if used on $6 admissions for under 2 yrs old (at least not in the current pricing structure for April 2025).

So now that I understand the policy, I'd recommend buying the punch pass for the full-price siblings (ages 3+) but pay the $6 out-of-pocket for any odd number 2-and-under younger siblings rather than using a punch on them. More bang for your buck and more chances to play at this DELIGHTFUL...

We have enjoyed going to coconut cove and my 13 month old loves playing there. We have a monthly pass and frequent there often. We love using the toddler area and love that there is a dedicated space for her and other littles to play.

However, the issue I have (and have had for awhile) is there is no monitoring by staff (and sometimes parents). There are clear rules posted everywhere and it feels like most don’t follow them. Staff are always at the front talking or on their phones. In the toddler area specifically it is bad. The rules state that kids 4 and under are the only ones allowed to play there. Every time we have gone there is always older kids and they are usually always playing rough. Now, I don’t mind if there is an older kid in there playing with a younger sibling, but often times it’s not the case. These kids are jumping off the top of the structures (which is also listed on the rules to not do), throwing blocks and other play items (like the big shell, whale, and dolphin), and are pushing kids off structures and slides. It is very frustrating as a parent because I paid to be able to have my child play in a safe environment and often times it isn’t very safe and we end up leaving early.

Other than that issue, it’s a great and fun...