I am extremely disappointed with PlayStation Tokai.
I contacted Athraa on 11 July to book my daughter’s 6th birthday party for 23 August at 10:00 AM. On Wednesday 20 August, I was notified that we would have access to the party room until 11:30 AM, after which staff would begin cleaning.
Prior to the event, I called multiple times (approximately two to three times) and even went into PlayStation Tokai on two occasions to speak with staff directly about organizing one table for myself and any remaining guests to continue our stay as normal patrons on a separate tab. During these calls, I specifically asked staff members, including the party host, Athraa, and others (even the Claremont branch at one point, since they apparently answer calls too), to ensure that we would have a table available from 11:30 AM onwards. Both the events manager and the PlayStation hostess assured me that we would not be pushed out or asked to leave, and that a table would be provided for us to sit at while we waited for guests to leave.
As an extra measure, I even asked my sister to call and book one table for us. The staff member she spoke to at PlayStation Tokai said they do not allow table bookings, and that she would have to be a walk-in. This staff member added that they “may” be able to assist her, and when she mentioned she was attending a party, she was reassured that a table would be made available for lingering guests.
Despite all of this, at 11:20 AM-ten minutes before the agreed time-the party host began cleaning up. We then moved our belongings to the table that the host had said was allocated for us. At 12:03 PM, my guests were asked to leave that table. The party host did not even have the courtesy to speak to me first before asking my guests to leave.
At that point, I approached the host to ask where my guests were supposed to sit or even stand. I had explicitly explained to her Friday 22 Aug when I dropped off the party sweets that I did not want a situation where we were asked to leave. She responded by blaming the manager, claiming he had said no to providing a table-even though she had reassured me in a phone call on Friday evening at 5:41 PM, lasting over five minutes, that a table would be made available.
I then asked her to call the manager. When he arrived, he admitted he was aware that I had requested a table but said he could not provide me with three tables as parties had been booked prior to my reservation on 11 July. He added that he could only provide one table. I reminded him that this was exactly what I had requested all along, but he claimed neither the party host , nor the events manager had communicated that to him and that he had been told by the party host when he got in at 3.30pm Friday 22 August that everything was already arranged and sorted.
As I means of fixing the mess that was made, he then said he would “try” to find another table if I could “hang on.”
By this time, most of my guests had already left after being asked to do so by the staff and the host. I then informed the manager that I would also be leaving.
The entire experience was extremely disappointing. I have never experienced a venue asking paying guests to leave, particularly after spending over R6,800, and with the intention of spending another R1,000 or more to extend our stay with my family.
As a business owner, I understand the importance of revenue. However, customer service must always come first, especially when it comes to loyal, paying customers. Unfortunately, PlayStation Tokai failed on this occasion, and I left feeling embarrassed and dissatisfied.
It's been 8 days since the National Sales Manage Sakeenah, has replied to my email stating that they will "conduct a thorough ...
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