ComplaintsforChelsea Piers Connecticut

• Initial Complaint

  01/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I planned and had my young son's birthday party at this facility which I have used before. I have held his party there the year prior and had a wonderful experience. This year, unfortunately, there were many issues and I deserve some type of compensation. - I was promised (in a contract) that I would have a private party space for the food/cake. Last year we had a party room and I thought this was the only option. I planned and bought many decorations for the theme of his party. When we arrived at the facility the "private party space" was in their public mezzanine and closed off with cloth curtains. It was very loud and none of the decorations could be hung. The staff tried to use pushpins to at least hang a sign but they fell off. I asked if there was an actual party room we could be placed in but their staff told me the only other room large enough for our party available was being used by another party already. -When we went down to the activity part of the party (gymnastics) the area was completed overcrowded with multiple other parties (at least 4 other parties) and private gymnastic lessons as well. I was told this was a shared space, and last year for our party they had a reasonable amount of other parties and not a completely overcrowded space. -Unfortunately, it is clear that this facility purely cares about their financial gain and not the quality of their children parties or the experience the families are having. They are overbooking parties, making makeshift spaces with curtains and not even warning families in advance that this is a possibility. A curtained off room in a busy mezzanine/lobby that is loud is not a private space. I have tried to resolve this with the company directly but after multiple emails and calls they refuse to compensate me for our party issues. Attachments below are: 1. the curtained off space in their mezzanine/lobby 2. The party agreement that states "private celebration space"

  Business response

  03/12/2024

  Regarding this complaint - we did not receive a notification that it was issued. We were not made aware until we received a letter in the mail about it over a month after it was posted. Having said this, are we able to be given a chance to respond to the complaint? I have instructed to team to reach out to the customer and resolve as well. Can you please let me know what email these are being sent to as well so I can see if they were filtered out by our IT security system? 

  Business response

  03/26/2024

  Hi,

  Our party spaces at Chelsea Piers are either rooms or mezzanine spaces. The mezzanine space that was assigned for her party was our normal party space (Gymnastics Mezzanine) that overlooks the gymnastics facility (where her child's party activities took place). The Gymnastics Mezzanine is a private, curtained off space that is over 625 square feet. Below is our email that was sent out to her when she inquired about the party stating that the last 45 minutes of the party is spent in the party area, whether it be a room or party space.

   

  From: CPCT Birthday Parties
  Sent: Sunday, September 24, 2023 11:33 AM
  *** ****** ******* ************************ ******** *** ***** *******
  
  
  
  Hello,
  
  ***************************************************************************
  
  Thank you for your interest in booking a party with us! You are able to choose and combine up to two activities selected below, with the exception of Splash Zone. Please see our package details below:
  For our Splash Zone: All swimmers under 53” must wear a life jacket while in the warm water pool or to pass a swim test. All children must be at least 42 inches to ride our bigger slides, and any children under 5 must be accompanied by a party at all times. Our splash zone, is not exclusive just to parties, along with it open to members.
  
  Our Package: Basic Plus includes Balloons, Paper Goods, Candles (optional), Pizza, and Beverages (water, lemonade, and apple juice) and the first 10 children. There is a $27.00 fee for any additional child attending. All you would need to do is bring the cake and party favors, if you wish to incorporate that into your party. If needed, we do have refrigerators and freezers on site for any cupcakes or cakes you plan on bringing. The first 75 minutes of the party is dedicated to activity or activities, and the last 45 minutes of the party is spent in the party area, whether it be a room or party space.
  
  
  Single sport parties are priced at $510 and Dual Sport Parties/Splash Zone Parties are priced at $610.
  There is a $150 deposit needed to secure your booking. Please let us know if you wish to proceed.
  Members get 20% off the base price! The $150.00 deposit is non-refundable but is transferable for use.
  
  Weekday (Monday-Friday) Parties get 10% off the Base Price!
  
  We are excited to hear back from you and hope we can help celebrate your child’s birthday!
  
  Kind regards,
  Aidanne V******
  Manager
  Birthday Parties + Events
  Chelsea Piers Athletic Club
  *** ******** **** ********* ** ***** ****** ************ ****** ************ *******************            

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This was not a private space. It was a curtained off area in a busy lobby/mezzanine which was loud. In addition to that I could not hang decorations due to not have any actual walls but fabric curtains.
  
  Sincerely,
  
  ****** *******

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