I wrote the following note to the staff at Scramble on February 2nd. I received no reply - it…read moreapparently registered no concern with them.
I am writing with some concerns about the way my family was treated by your staff on Saturday morning at the Alexandria location.
First, let me share that my wife and I discovered Scramble at Christmastime, and have now been several times to both the Alexandria and Falls Church locations. I felt we had discovered a true gem - a place where we could retreat with our now two-year-old for a morning or afternoon of fun. The whole environment is designed for fun, and I appreciated how inclusive things felt, as we interacted with your staff and strangers with smiles all around. But our visit on Saturday left us feeling unwelcome, embarrassed, and like second-class citizens.
We visited the Falls Church location a few weeks ago and asked about birthday options outside of hosting a party, because we envisioned a very small gathering. The staff member there explained that if you do not book the birthday package, you cannot bring in outside cake or balloons and that we would only be able to purchase food from you all. Got it - all good! We invited two friends and their little ones to gather with us on Saturday morning, we paid the entry fees for everyone who joined, and we ordered a few pizzas to enjoy while our little ones ran around.
We were first approached by your staff member, Cora, shortly after receiving our food. She came to our table and told us to move the two tables that we had pulled together apart. Her approach was curt - she didn't start by explaining any rationale for what the issue was - she simply gave us the directive. I asked her if she was serious because of the tone - I was honestly surprised - and then she explained that it was a fire hazard. So we moved the tables apart and returned to our fun.
About twenty minutes later, while we were all away from the tables where our belongings were sitting, Cora approached again. This time, she snatched a gift bag while my wife was nearby. She told my wife that gifts were not allowed, and proceeded to move it outside of the play area. I intervened to ask her what the issue was, and she explained that we could not have a gift without having a party. I then went to the front desk and spoke with her and the party manager for a while to ask what the issue was and to share that I felt like we were being targeted because we had two separate interactions, and none of this was explained when we checked into the venue.
We are not rule-breakers. I am fastidious in honoring the rules of any space I enter. My wife jokes about me being too straight-laced. I understand that Scramble has rules, and have no desire to work around them. I believe that this interaction could have been resolved through a simple dialogue where a member of your staff could have politely shared the policy and asked us to make a shift. Instead, we felt like delinquent teenagers, and the experience was deeply embarrassing and off-putting. Our guests, visiting for the first time after our rave reviews, wondered what the issue was. After Cora removed the gift bag without approaching us to explain things, I felt unwelcome and uneasy about even staying. I felt the message she sent to us was that we were second-class citizens that day - those deserving of respect at your establishment are those who pay a premium for expanded services. And I could not help but wonder if the interactions would be different if half of us were not people of color.
I am not sharing this because I seek retribution against Cora. I share this instead, hoping that your establishment can be more considerate of your guests. You say that your mission is to "provide extraordinary play for all children"; I hope you will consider that the environment you create for families has an impact on your ability to attain that mission.