Stratum Lasertag

To whom it may concern:I understand that the customer provided a complaint based on the way Unlimited Play is advertised and I am sorry to hear that they were disappointed.  We are in no way trying to be misleading as this is one of our most popular packages.  Our goal is to allow...

players to play as much as possible but have limits based on the time and number of packs available.  We clearly post the details at our point of sale counter and on our website. I have included a screenshot of the exact verbiage that is posted on our website as well as behind the counter for reference. When the Point of Sale Operator sells unlimited play we pre-schedule players into the first 3 games of laser tag and then instruct them to return to the front desk after playing 2 games to receive additional laser tag game passes and notify them that we guarantee a minimum of 4 games during that specified time period and as many more as we can fit in for them.  We also limit the amount of unlimited play players in each session so that we are able to guarantee a minimum amount of games.  We are limited to the number of guests that can play in each game based on the number of laser tag packs and also schedule parties, groups, and other guests that may not choose to play an unlimited play package.  We also cannot predict the number of guests that will arrive at any given time without a reservation.  Selling unlimited laser tag play is standard in the laser tag industry.  Many sites do not even limit the number of guests they allow to purchase unlimited play packages or even guarantee a certain number of games.  If a guest wants to be pre-scheduled and guaranteed into a particular number of games we do offer package alternatives.  The guest may choose which package and price point suits their needs.  We have been open for over 15 years and truly care about our guests having a fun, professional, entertaining, and positive experience so I regret to hear that one of our guests feels like they were mislead or cheated out of play as that is not our intent.  I will reach out to the guest to provide them with another unlimited play session and invite them back to give Stratum another chance.  Regards, Stratum Management