Business ProfileforMonkey Joes

As a loyal customer of this establishment I must say I'm extremely disappointed with the services I received. After multiple phone conversations prior to booking I was informed it was 20% gratuity however, once the party was over I was charged 30% gratuity. How can you change the gratuity and provide half the service, mistreat my guest and yell at some of the kids in my party. I booked this party online where I included in my package two extra party gifts as the party was for three kids in total. The staff took it upon themselves to substitute my items that I reserved (3 pucker straws) without any notification or request on my end and not because they didn't have it but because they felt it was best. Once my guest started to arrive some people were not properly informed on the purpose of signing their kids in. I had several parents instructed to sign in kids who were not participating in any activities or partaking in the goodies provided however, I was still required to pay for them which isn't right. Their was no enthusiasm or professionalism in the food production. The pizza was given to the kids however, no drinks were provided at the time. I had to walk to the front counter and remind the staff that we hadn't received our drinks. After about 5-10 minutes later the staff handed me two pitchers and some plastic cups for me to serve myself while other parties were waited on and had multiple pitchers of drink and monkey joe themed cups. I spent several trips asking the staff to bring out Monkey joe. The manger at the time was extremely rude to some of my guest and was even heard yelling at some of the kids in my party. I also felt racially profiled as it was extremely hot/humid in the green party room, we were never offered anything to cool down the room however, the next party (a Hispanic group) arrived and were immediately given fans to cool down the room (something that we were never offered or aware that they had). This was by far the worst experience ever.