Eagles Nest Indoor Playground

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Thank you for allowing us the opportunity to respond to this complaintMr [redacted] visited the Eagles Nest on Saturday, August to celebrate a birthdayThe Eagles Nest is a 4,square feet indoor playgroundAs you can imagine, birthday parties are one of many ways children and families enjoy the playgroundWe host an average of 1,scheduled birthday parties a yearThese scheduled birthday parties include the admission to the Eagles Nest as well as a private room to enjoy refreshments and open giftsWe feel this is important to host these events in a room as the Eagles Nest can be heavily visited and we would like the picnic and lobby areas available for the daily guests rather than taken over by large partiesWith this in mind, we have a policy that does not allow drop in parties to utilize the picnic or lobby areas to open gifts, share a birthday cake or partake in other types of birthday related activitiesTo help educate our visitors of this policy, info is placed on our website http://www.ci.new-brighton.mn.us/index.asp?Type=B_BASIC&SEC=(4566D1F5-B2FC-4BC9-...⇄ as well as in a table topper on each table (one is attached for reference) During Mr***'s visit, staff realized the visit wasn't going to Mr***'s satisfaction and anticipated further questions or comments coming to their supervisor and left a report of the visitThe first interaction with the party was when two ladies stopped at Guest Services to inquire if there was a birthday party reservation for a child, which there was notAt that point, the ladies went to the picnic area and started to reorganize the furniture in a fashion that made it appear to be a birthday partyThe tables in the area generally seat about four, so they would have needed tables to seat their partyIn the process of rearranging these three tables, the info in the table topper would have been seen as they do move on the table top when the table is movedThe group was eating pizza as Mr [redacted] mentioned, but there was also a birthday cake which violates our policyStaff approached the group and explained the policyAfter explaining the policy to the group, a lady in the group indicated she understood the policy, she may not have agreed with it, but she understood itStaff returned to their duties and was approached by Mr [redacted] who asked for their supervisor's contact infoStaff provided Bill [redacted] contact info to Mr***After being explained the policy and asking for their supervisor's name, the group violated policy anyways and cut and ate the birthday cake in the picnic area Staff was attempting to perform their duties as trained and in a manner that makes the Eagles Nest and the New Brighton Community Center run efficientlyWhile Mr [redacted] may not have had the pleasurable experience he was hoping to provide for his group, he and his group also did not comply with policy even after approached and informed what the policy is Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Eagles nest has an ambiguous party policyIt states on their website that if one wants to have a party room they must have a minimum of kidsMy group had kidsI interpret this as meaning I am not eligible for a private roomWhat Eagles nest really means in this ambiguous policy is there will be a minimum charge for kids for the private party roomUnclear policies on Eagles nest website lead to this situationIt is further escalated by the supervisors improper thoughtless encounter with my friends and familyI reject Eagles nest response based on not fulfilling either one of my two corrective actionsThe first is an apologyThe second is my money back Final Business Response / [redacted] (4000, 10, 2015/09/16) */ Thank you for pointing out the potential confusion the wording on the website may have causedWe apologize for this confusion, but please know the website has been updated to now read minimum fee of children versus the child minimum that was previously listedRegardless of the confusion the minimum number of children may have caused, the policy is clear on both the website and table toppers that cake and other party favors are not allowed in the picnic areaBecause this policy was not being followed staff approached the group in an attempt to have them comply with the established policy The children in Mr***'s group were able to play in the Eagles NestNot wanting to escalate the situation, staff did not follow up with Mr***'s group when the birthday cake was being servedMr***'s group was provided the access and services paid for when they purchased daily passes for the Eagles NestBecause of these factors, the Eagles Nest will not be issuing a refund to Mr [redacted] for his visit on August

Initial Business Response /* (1000, 5, 2015/09/09) */
Thank you for allowing us the opportunity to respond to this complaint. Mr. [redacted] visited the Eagles Nest on Saturday, August 29 to celebrate a birthday. The Eagles Nest is a 4,400 square feet indoor playground. As you can imagine, birthday...

parties are one of many ways children and families enjoy the playground. We host an average of 1,000 scheduled birthday parties a year. These scheduled birthday parties include the admission to the Eagles Nest as well as a private room to enjoy refreshments and open gifts. We feel this is important to host these events in a room as the Eagles Nest can be heavily visited and we would like the picnic and lobby areas available for the daily guests rather than taken over by large parties. With this in mind, we have a policy that does not allow drop in parties to utilize the picnic or lobby areas to open gifts, share a birthday cake or partake in other types of birthday related activities. To help educate our visitors of this policy, info is placed on our website http://www.ci.new-brighton.mn.us/index.asp?Type=B_BASIC&SEC=(4566D1F5-B2FC-4...⇄ as well as in a table topper on each table (one is attached for reference).
During Mr. [redacted]'s visit, staff realized the visit wasn't going to Mr. [redacted]'s satisfaction and anticipated further questions or comments coming to their supervisor and left a report of the visit. The first interaction with the party was when two ladies stopped at Guest Services to inquire if there was a birthday party reservation for a child, which there was not. At that point, the ladies went to the picnic area and started to reorganize the furniture in a fashion that made it appear to be a birthday party. The tables in the area generally seat about four, so they would have needed 3 tables to seat their party. In the process of rearranging these three tables, the info in the table topper would have been seen as they do move on the table top when the table is moved. The group was eating pizza as Mr. [redacted] mentioned, but there was also a birthday cake which violates our policy. Staff approached the group and explained the policy. After explaining the policy to the group, a lady in the group indicated she understood the policy, she may not have agreed with it, but she understood it. Staff returned to their normal duties and was approached by Mr. [redacted] who asked for their supervisor's contact info. Staff provided Bill [redacted] contact info to Mr. [redacted]. After being explained the policy and asking for their supervisor's name, the group violated policy anyways and cut and ate the birthday cake in the picnic area.
Staff was attempting to perform their duties as trained and in a manner that makes the Eagles Nest and the New Brighton Community Center run efficiently. While Mr. [redacted] may not have had the pleasurable experience he was hoping to provide for his group, he and his group also did not comply with policy even after approached and informed what the policy is.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Eagles nest has an ambiguous party policy. It states on their website that if one wants to have a party room they must have a minimum of 8 kids. My group had 5 kids. I interpret this as meaning I am not eligible for a private room. What Eagles nest really means in this ambiguous policy is there will be a minimum charge for 8 kids for the private party room. Unclear policies on Eagles nest website lead to this situation. It is further escalated by the supervisors improper thoughtless encounter with my friends and family. I reject Eagles nest response based on not fulfilling either one of my two corrective actions. The first is an apology. The second is my money back.
Final Business Response /* (4000, 10, 2015/09/16) */
Thank you for pointing out the potential confusion the wording on the website may have caused. We apologize for this confusion, but please know the website has been updated to now read minimum fee of 8 children versus the 8 child minimum that was previously listed. Regardless of the confusion the minimum number of children may have caused, the policy is clear on both the website and table toppers that cake and other party favors are not allowed in the picnic area. Because this policy was not being followed staff approached the group in an attempt to have them comply with the established policy.
The children in Mr. [redacted]'s group were able to play in the Eagles Nest. Not wanting to escalate the situation, staff did not follow up with Mr. [redacted]'s group when the birthday cake was being served. Mr. [redacted]'s group was provided the access and services paid for when they purchased daily passes for the Eagles Nest. Because of these factors, the Eagles Nest will not be issuing a refund to Mr. [redacted] for his visit on August 29.