I recently had an incredibly disappointing experience at Sugar Factory Orlando Icon Park for my daughter’s Sweet Sixteen birthday. From the moment I booked my reservation to the moment we left the restaurant, the experience was a complete disaster due to poor communication, disorganization, and unprofessional service.

I made a reservation a week in advance for a party of 17, asking all the necessary questions regarding policies, fees, and arrival times. The employee who took my reservation assured me that everything was set, with no mention of additional fees or strict policies. However, when I called on February 14 to confirm, I was blindsided by new information. I was suddenly informed that, due to high weekend occupancy, we could face a 30-minute to 1-hour wait despite our reservation, that bringing a cake would incur a $40 fee (which covers music, singing, and fireworks), and that if we ordered dessert from the menu, there would still be an additional $5 service charge. This last-minute revelation was completely unacceptable—had I known in advance, I would have chosen another restaurant that values transparency instead of springing hidden fees on paying customers.

On the day of our reservation, we arrived at 5:35 PM, but despite 80% of our guests being present, we were not seated until 6:15 PM. Upon arrival, we were also informed that we had a strict two-hour dining limit, which had never been disclosed beforehand. Once we finally placed our orders, our food took 30 minutes to arrive, yet just five minutes after receiving our meals, our server handed us the check, stating it was “just so she wouldn’t forget to give it to us.” This was followed by repeated visits asking if we needed to-go boxes—while we were still eating! It was clear that we were being rushed, despite the manager I spoke to earlier assuring me that would not be the case.

Adding to the chaos, the staff abruptly brought out the birthday cake without asking if we were ready. To make matters worse, we were told they could not provide plates or cut the cake for us, only offering to-go boxes. By this point, I was beyond frustrated. I requested to speak with a general manager, only to be told Sugar Factory does not have general managers—only managers.

The final insult came when, at exactly 7:35 PM, we were told we had to leave because our reservation time was up. Some of my guests were in the middle of eating, while others were trying to order dessert, only to be informed that they were no longer allowed to place orders.

I will never return to this establishment, and I would not recommend it to anyone. The lack of professionalism, transparency, and customer service was appalling. The only positive aspect of this experience was the manager, Megan, who was at least apologetic and waived the $40 cake fee, acknowledging that I should have been informed of the policies at the time of booking. However, one apology does not make up for an evening that was supposed to be a special celebration but turned into a frustrating and disappointing ordeal. I strongly urge corporate management to address these issues because this level of service is completely unacceptable.