Complaints

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• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The manager in charge of my daughter's birthday party made a discriminatory comment against her and the party goers, all of which are developmentally disabled. She forced my daughter's party to leave an hour before our paid party time was up.

  Business Response

  Date: 12/27/2023

  Hello
  Thank you for the letter and opportunity to respond to the customer.
  This customer has booked her party 12/16/2023 from 02:00 pm 04:00 pm at hide n seek Adventure Park. There is a signed contract between Hide N seek and the customer and it is available upon request to review. The customer had booked the room to celebrate from 02:00 pm 03:00 pm and jumping time for the children from 03:00 pm-04:00pm.
  First it is clear in the facility waiver she signed, also in the contract that all children need to purchase and wear our own socks, the cost of each sock is $3, when the customer checked in she refused to purchase our own socks and stated she has bought her own and was upset. We agreed and waived the socks purchase requirement and reminded her for future visit she is required to purchase our own socks for safety reason.
  Second, close to 03:00 pm we reminded her that she only booked her party for 1 hour to use the room and 2 hour to jump, if she needed to extended the room reservation it is $150 an hour, the customer refused, we also reminded her that her one hour jump will start at 03:00 pm and all of our employees were stationed in the facility to monitor the children for safety during play time. After the customer left the room to move to a side room and sat on regular tables some of the children in her party had left which made her daughter upset that they were leaving the party and chose not to play, we have no control over this!!!
  Third, we had issued a free token that is not included in her package to all children to use on our arcade game because we care about our guests and especially children to be happy.
  Lastly, Hide N seek charge $150 per hour for extra jump and play time. We allowed the customer and her guests to stay at our facility until closing time at 08:00 pm for free without any extra charge.
  At the end when the customer came to pay the remaining balance of her party, she owed us $80. We did not charge her for that. She left happy and smiling and thanked us. All cameras recording can be provided to proof all the above.
  As for the complain about discriminatory comment that was made. I would like to inform you that Hide N Seek is proudly the only business in town that offer special discount for any child with special need. Hide N Seek opened in 2015, from 2015 until 2019 Hide N seek was offering free admission to any child with special need. After 2019 (Covid)Hide N seek stopped offering free admission and began offering discount for any special need child. The party package that the customer had purchased cost $300 but due to special need child she received a discount of $40 which had cost her $260. Adding to that, the owner of the business has a special need child and would never allow this in his business. These allegations are not true.
  Please refer to our website for rules and party packages. www.hidenseekusa.com
  
  ADVENTURE PARK $300
  10 participating jumpers plus 10 non participants
  $15 Additional participant
  $5 Additional non participant
  ONE hour in party room plus ONE hour jumping
  EXTRA party room time $150 per hour
  EXTRA jumping time $150 per hour
  Indoor playground Admission $17 per player
  10 Plates, 10 napkins and one table cover included
  Add pizza for $16 each
  Add soda pitchers for $12 each, comes with 1 free refill
  All jumpers must arrive 20 minutes early to check
  Non-refundable $100 deposit is required
  you may bring your own decorations
  Cups are not provided

  Customer Answer

  Date: 12/27/2023

   I am rejecting this response because:
  I want to make it clear that I am very happy with bri and the owners help in this manner, as they were quite lovely, and the refund is not necessary to resolve this issue. It was the party manager who was wildly rude and upset me, as well as many of the other partygoers. I was not upset about the sock situation at all, I was willing to purchase the extra socks, however the owner kindly made an exception for our party. I paid for two hours, we were in the party room for one hour when the manager made the announcement that all of our guests must leave because they had been jumping for the 1 hour, even though my contract clearly stated they could jump during both hours. If you have camera footage, please check them as this will confirm my claim. Our guests were very upset when it was time to leave, as they wanted to stay and continue playing. Many of our guests also heard the comment about the autism party with the Down syndrome individual which was extremely hurtful. I am aware your business is very special-needs friendly, however this woman was not, and hurt many of my guests feelings. She continuously tried pushing us out of the room and building. I did end up leaving with a smile on my face because bri and the owner were so helpful, however that does not change the fact that the woman was mean and discriminatory towards us. In the end, it did ruin her party for the adults, the other attendees, and me. Thankfully my daughter was blissfully unaware. I can have my party guests leave statements of how horribly we were treated, and the discriminatory comment made, if necessary. In the end, the refund is not necessary, however I would like it recognized how this woman treated us as a special needs family.