Reviews

Review Details

• Review fromThomas K.

  Date: 09/06/2024

  1 star

  Thomas K.

  Date: 09/06/2024

  We went there to bowl. Either the shoes or the lanes were poor because we could not slide. We tried cleaning the shoes and getting other shoes but nothing helped. The situation was dangerous so the five of us decided to leave. We were told by an employee that you do not have to slide to bowl. We were refunded the $30 for the lane but not the $25 for our shoe rentals. Obviously this company know nothing about bowling and we will never return. The only reason i am reporting this is that it is dangerous for others to try to bowl there.

  Stratosphere Social

  Date: 09/20/2024

  This is the response we provided to the 1-star social media review which you provided more details, including your apology and acknowledgment for throwing shoes at the young girl working the shoe counter.

  
  

  Thank you for
  reaching out and offering an apology. It’s clear that you’ve reflected on the
  situation, and we appreciate your willingness to acknowledge your actions.
  
  
  
  We take all
  feedback seriously, especially when it concerns the safety and well-being of
  our guests. I want to address the incident involving the bowling shoes. Our
  employee has been with us for over three years, during which time she has
  consistently demonstrated exceptional service, earned Employee of the Month and
  received praise from numerous guests. The behavior exhibited, which included
  throwing your shoes at her, was both outrageous and aggressive. It was captured
  on our HD security cameras and caused significant distress—not only to her, but
  to other members of our team as well. She was so shaken that she had to retreat
  to the back office, where she broke down.
  
  
  
  While we
  understand that you were frustrated with the equipment, there is never an
  excuse for such behavior. Our employee was trying to help, and while she does
  not have the authority to issue refunds, she would have directed you to a
  manager who could assist further. In fact, once management became involved, we
  did refund the higher priced bowling portion of your experience to address the issues you
  encountered with the shoes. You did stay long enough to order and consume food and beverages with no complaints to management until the end.  Lastly, as we tried to explain that day, but were unsuccessful in having a conversation, was that we clean the lanes and approaches twice per week per Brunswick's cleaning procedures.  We have never had a complaint regarding this issue and even after you left until this day we have not had any complaints.
  
  
  
  It’s crucial
  for us to maintain an environment where both our guests and employees feel safe
  and respected. Unfortunately, your actions disrupted that environment and
  affected more than just the individual involved.
  
  
  
  We value your
  feedback and will certainly use it to continue improving our services. However,
  the safety and respect of our team members are non-negotiable, and we must
  insist that any future interactions at our venue are conducted with the respect
  and civility that we expect from all our guests.
  
  
  
  Thank you
  again for your understanding.