In the Game

So I'd like to first start with a complaint and then move towards the compliments.

Complaint - Scott, assuming he is the Manager for this location and the Sales and Marketing manager named Aileen Mejias should be trained on keeping a smile and at least looking like they enjoy their job; this is more of a Scott issue but both can work on it.

We held our kids birthday there today and Aileen was incredibly attentive yesterday for confirmation UNTIL we asked that gratuity be removed from our bill when the flyer said it is not charged but appreciated. We got the,"Policy was changed recently" comment. It was taken off, but the service wasn't there anymore from her end. During the party, she was very rushed to just get things out and once she assisted the server with bringing out the items, she was never seen again. Neither manager checked in on the party or if anything more was needed. Very careless management on their end.

Compliment - Avery and Jocelyn were INCREDIBLE!! Avery should be the one running the place, because he has this energy that brings out the kid in us all. He checked in on our party when he saw us and asked us if we needed anything. Avery was also the one who sold us on this location and we booked with him just a couple days later. He has a very positive attitude and once he heard our complaints, he was apologetic and extremely attentive. Took care of our issues and managed the situation.

Next compliment is Jocelyn - She was awesome and I really hope she gets put on the map for promotion for her outstanding work. She was nice to all the kids and worked extremely hard with getting our food out and making it an experience. The party seemed to be set up while we were there and that was a bit of a disappointment considering that our play cards weren't completed until almost 130pm when they should have been completed before we arrived at 11am. Jocelyn though made the cards and explained everything in detail and was in the room making sure we were good. She was greatly appreciated and well compensated for her work. Gratuity wasn't her main focus which is why she was successful, along with Avery, to get a 4 score instead of a 3 out of 5.

That extra point would have been awarded if all management was on the same page.