I hosted my company team outing here for 18 people, and unfortunately, our experience was not…read moregreat. I originally wanted to leave a 1-star review, but I'm giving 2 stars because the assistant manager and kitchen manager were genuinely helpful and tried to make things better.
Before our outing, my manager spoke with whoever handles bookings multiple times to confirm our reservation. The package we were told was $50 per person for 3 races, 4 pizzas, and space for our team, totaling $1,084 for 18 people. Each time, my manager confirmed that it included 3 races, and we were told they were having issues booking it correctly in the system but would fix it when we arrived.
When I pulled up, I noticed most of the staff outside. Maybe it was a break or a slow day, but when I walked in, no one was at the register. I walked around until I found someone to help me, who I believe was the kitchen manager. She was awesome and connected me with the manager, who was outside.
The manager, who I believe was Jordan, checked my party in and confirmed that we were getting 3 races for $50 per person. At that point, everything seemed fine.
Unfortunately, 4 of my team members could not make it, and we were told they could not refund the $200. The assistant manager was great and gave us credit instead for food and game cards, which we appreciated. She handled that situation with great customer service.
Where the experience went sideways was when we were waiting for our third race. The manager then told us he did not make the change and that we would need to pay an additional $20 per person for the third race. I was confused because we were told multiple times before the event, and again when we checked in, that the package included 3 races for $50 per person.
At that point, my team was expecting 3 races. We had paid for 18 people, 14 showed up, and the 4 no-shows were credited toward food and game cards. I also noticed they had a Thursday special for $20 per race, so I asked if they could at least price match and refund $10 per person for the 14 people since we were not getting the third race. That would have been $140.
The manager said party packages do not work that way. But from a customer standpoint, it felt like we would have been better off just paying individually and buying the pizzas ourselves instead of spending over $1,000 on a package that was not honored the way it was explained to us.
As a business owner myself, I was honestly shocked by the lack of accountability and hospitality from the manager. I even told my management team that this was a perfect example of what not to do in our own business.
My business partner was also upset and went to speak with the manager. He asked if the owner could be contacted so they could discuss the situation owner to owner. Unfortunately, the situation got worse. The manager got into a loud verbal argument with my business partner in front of customers and kids.
That part was completely unacceptable. Instead of trying to de-escalate, make things right, or at least show some level of hospitality, the manager became confrontational.
To the owner of this establishment, I hope you take this feedback seriously. The assistant manager deserves recognition because she handled herself professionally and showed real hospitality. She either has hospitality experience or it comes naturally to her, but either way, it should not go unnoticed.
Business owner to business owner, the assistant manager was the bright spot in this experience. The manager, on the other hand, did not take accountability for what we were told during booking or what he confirmed when we checked in.
I'm more than happy to update this review if the owner replies and makes this right.
