Vanessa T.
3/5
**UPDATE**
I'm giving this 1 more star solely because Kate, the GM, reached out to me and wanted to hear my side of the story. She was very apologetic and I appreciate her reaching out. I know the experience I had doesn't represent the business as a whole. I am still on the fence about trying them again, but Kate did make me feel welcome if I ever do decide to.
I've sat on this review for a while debating if I should or shouldn't post, but decided that I would want to know on a customer and owner standpoint. Be prepared because it is quite long. Sorry. But, here goes:
I booked a party for my son on April 19, 2025 @ 1-3pm. First off, our party host, Trinity, saved this experience. She was phenomenal and helped in every way she could!
The first encounter was as I was taking things out of my truck for the party, I was going up the stairs and saw an elderly woman from another party trying to go down the stairs. An employee happened to walk by as the elderly woman asked "Is there a hand rail I can use?" The employee shrugs and replies "I just work here. I don't know. You'll have to ask my manager."
The second encounter was when I went to the front desk to ask my party host if it was possible to get a pitcher of coke for the party. I'm looking directly at Trinity, and the other employee at the desk interrupts and says "that's something you're going to have to ask your party host." It's hard to put the exact tone into words, but it was not polite. Side note, they don't allow adding food or drinks the day of your party. I can understand food because it takes preparation, but a pitcher of coke the day of seems doable.
Last encounter was at the end of the party. To pay for my party, the manager has to be the one to check me out. I paid $258 for the 2 hour slot, food, 30 extra minutes of jump time, and a coffee from their cafe (with a military discount). Since my son wanted to jump the extra 30 minutes, we were waiting in the sitting area. I do have a monster energy drink that I've had since the beginning of the party. For obvious mom reasons, I needed extra caffeine this day. I understand rules and policies, but will say there is no clear or big sign anywhere stating you can't bring outside food or drinks. I honestly just assumed that since I had the party, they allowed the outside treats and drinks we had already there. Not even 5 minutes after checking out with the manager, she comes to me and says "You can't have outside drinks. You'll have to chug that or throw it away." I replied "Oh, it's okay. I won't chug a monster. I can just throw it away." I guess I threw it away in the wrong trash can because the manager takes that bag out and puts it in another trash can to then put a new trash bag in the one I threw the monster away in. Still up to this point, I brushed off all the rudeness of how the employees were saying things. But as we're done with our last 30 minutes of jump time, we are leaving and are waiting for my husband in the foyer area. The same manager is then scolding one of the employees about customers bringing outside food and drinks. Verbatim: "You need to make sure you ask everyone if they have outside food or drinks. People want to sneak food and drinks in their purses and bring them out thinking we don't know." This was my last breaking point because of the attitude she had to the employee and how loud she was speaking to her in front of customers.
I understand employees having bad days, but don't think that should be reflected in your tone towards your coworkers or customers. I also understand rules and policies and abide by them even if they seem difficult. It's just the snarkiness and attitude of HOW the employees were speaking and not WHAT they were saying. I have wanted to try JP's for multiple reasons and wanted it to be a place I'd bring my boys continuously, but I don't think we will be back willingly just because of the overall unpleasantness of the employees.
