Play EC Capitol Heights — Local services in Summerfield

As much as it pains me to write a negative review, I was very disappointed with my experience today at Play EC Capitol Heights. I booked this place for my daughters 2nd birthday celebration and I am filled with regret that we celebrated here. First, I arrived on time for the start of my party and there was no one to greet us at the door. We waited at the door for several minutes before I finally went to go look for someone who worked there. When I finally found someone, she told me that the party space was not quite ready yet, as I stood with boxes of party favors, my cake and several guests waiting. Once we finally got back to the party space, I was able to put things down. After a few moments, a lady, who I presume to me the manager because she didn’t offer a formal introduction, asked if everything was to my liking, to which I replied it’s not quite what I was expecting. Based on the pictures I had seen with my chosen theme, I expected much more. I was very disappointment and saddened when she failed to ask me how she could have improved or even what about the set up did not meet expectation. She simply walked away from the space. Then, we noticed that it was extremely hot inside and my husband asked her about the temperature and she replied that the air was on. However, when I walked by the thermostat it was on 74, which was very hot for the number of people who were inside. Next, I asked her if she could provide a freezer for me to store my small ice cream cups and she replied no there is no ice cream allowed which I was very shocked because I wasn’t made aware in advance so I wasted money on ice cream that my guests could not eat. From there, we took our guests out to the open play space but were shocked to see several kids throwing balls all over and outside of the ball area and several old boys (who appeared to be in their early teens) playing and running, making it very unsafe for the smaller kids. There was no intervention by the Play EC staff which was very disheartening although the site says that the play area is for children under 8 years old. Additionally, during our party the manager or staff never once checked on us, asked if we needed anything or offered anything close to superior customer service. When my mother in law went to again inquire about the air, she was very snippy and rude toward her. For $600, this was very tacky and lackluster customer service wise. I am a huge proponent of Black Owned businesses. As a Black business owner myself, I know the lengths that are required to offer excellent customer service. However, that was NOT the case today. Although my daughter is only 2 and would have no knowledge of all that went on, I was very embarrassed in front of my guests and the parents of those guests (some who traveled from hours away to attend). I sincerely hope that the management of this establishment would take a hard look at the way in which they do business. I want and desire nothing more than to see them thrive but I only imagine that the cannot sustain doing business on this level. Unfortunately, I am left with this bitter memory of my daughters 2nd...

Upon arrival, we were directed into the paly area for our 1 of paly time. In your disclosure your company states that you “provide a safe and stimulating environment for kids 8 and under to explore because we truly believe that growing up should be a memorable experience for every child.”. However, this was NOT the case on Sunday, there were multiple kids above the maximum age and weight limit who were filliping, spinning diving and jumping of the equipment and bumping into my one and two year old babies. The children were unsupervised and there was no staff to regulate play. I had to step in and stop rough play to keep my party’s babies safe. The condition and cleanliness of the equipment and play area was also unsanitary, unsafe, and broken. There was an event of a child vomiting (which is normal due to running around) however the facility did not have the proper cleaning supplies to aid the mess. There weren’t any trash bags, no disinfectant, no clothes, no mop nothing that could sanitize the area to continue play. My family and I had to help clean the entire surface area because of the short staffing. Even after surface cleaning, we had to continue to encourage shutting down that specific area due to lack of disinfectant treatment to that area. When directed back to our party room there was a walkway full of cake, water and just spilled the entire walkway, all my guest and children walker in socks and were subject to stepping in the filth on the ground. The “Swiffer used to clean the walkway after it was brought to staffing attention was not efficient as it did not have the proper size cleaning pad. The rest rooms were unsanitary and had food and trash everywhere. The facility was not cleaned regularly during playtime.

During the celebration in the party room, we were not provided“ trained party host to ensure a stress-free experience” as stated in the companies. There were not enough napkins, plates, no utensils for the guest. All of which had to be retrieved upon consistent requests. The chairs and tables were filthy, torn and not in presentable condition. I cannot stress enough the lack of staffing we experienced at this facility. I was under the impression that there would be a capacity limit at which I know were not carefully monitored because the individuals in my party as well as incoming guest were not accounted for. The “memorable, safe, clean and courteous” environment promised for the amount myself and husband had to pay for our daughter wasn’t not delivered at this facility. My daughters first birthday experience as well as our guest was ultimately ruined.

NEVER AGAIN, OVERPRICED UNPROFESSIONAL AND...

The WORST EXPERIENCE especially for the cost of $800!! (#1) 2hrs WAS NOT ENOUGH TIME!! THIS BUSINESS IS FOR PROFIT NOT FOR A CUSTOMER EXPERIENCE!!

I came from out of state for a 4th birthday party that was booked 2mos in advance. The ENTIRE party was rushed!! (#2) There was no structure & my party lacked "THE EXPERIENCE". Mainly because they had another party right after mine. (3) In other words, THEY DIDN'T ALLOT TIME TO CLEAN & SANITIZE AFTER PARTIES (COVID MEANS NOTHING) & YOUR SETUP FOR YOUR GUESTS IS INCLUDED IN YOUR 2HRS!! (#4) WHEN DO YOU ENJOY YOUR PARTY WITH TODDLERS??

The setup was the only thing that was nice: balloons, plates, napkins...(#5) BUT THEY FORGOT THE PIZZA & JUICE I PAID FOR!! "THANKFULLY" 😠 THEY CHARGED ME $60 TO BRING OUTSIDE FOOD 😑 (MY 6 BOXES OF PIZZA & HOT PANS IN THE PIC)

(#7) Communication was bad as well. NO SHOES ALLOWED & YOUR GUESTS WILL NEED SOCKS (ANOTHER FEE!!) (#8) My guests didn't have enough plates; they don't have a fridge for cold drinks (I supplied the drinks they forgot); the kids didn't have a lot of time to play; & to top it off, I only got 1 pic from the setup!! Very unorganized & I was doing MORE than their staff!!

($9) It gets worst, the Mgr Ebony argued with my niece who's a MINOR because again miscommunication about where to eat. So unprofessional!!

(#10) I HAD to reach out to corporate!! I'm in the process of waiting on a response on how they'll CORRECT & RIGHT THEIR WRONGS!! I'll update once they provide customer service in order to retain their customers & future customers.

Very DISSATISFIED for private parties!! WOULD NOT RECOMMEND!! DEFINITELY NOT WORTH $800...

REPYING TO OWNER:

IF YOU'RE GOING TO RESPOND, NO GENERIC REPONSES. PLEASE TOUCH ON THE PROBLEMS LISTED ABOVE (I'VE ADDED NUMBERS).

10 PROBLEMS ARE UNACCEPTABLE FOR AN $800 KID PARTY!!

YOU NEVER ACKNOWLEDGED YOUR STAFFS FAULTS.

-WHAT HAPPENED TO THE 3 PIZZA PIES & JUICES??

-AT WHAT TIME DOES STAFF CLEAN & SANITIZE IF MY PARTY ENDED AT 6P & THE NEXT PARTY WAS BOOKED AT 6P?? (I KNOW THIS BECAUSE I WANTED TO EXTEND BUT THEY SAID NO PRIOR TO MY TIME SLOTS MONTHS AHEAD) & THE NEXT PARTY WAS COMING IN AS WE WERE LEAVING!! THERE NEEDS TO BE A WINDOW OF TIME UNLESS YOU'RE ONLY CONCERNED ABOUT TAKING MONEY...🤔 & NOT CUSTOMER SATISFACTION??

I'M HOPING THIS...