Discovery Planet

“We recently attended this venue for a 10-year-old’s birthday party, and unfortunately, our experience was far from what we expected. First, the height restriction policy for children is quite questionable. Children grow at different rates, so having a strict height restriction for a play area aimed at kids simply doesn’t make sense. A more reasonable approach would be to verify ages (perhaps through a form of ID or booking details) rather than excluding children based on height alone. It’s disheartening to see a play area marketed for children but then restrict access to some of them without proper consideration. Our booking included food and a private party room, which we were looking forward to using so the children could still enjoy themselves after being denied access to the play area. However, when we asked to go into the room just 15 minutes earlier than our slot (at 2:45 pm for a 3:00 pm booking), we were refused. The staff explained that they needed those 15 minutes to set up, which was surprising given that this was a pre-booked event — one would expect the venue to be prepared in advance for a planned children’s party. The staff member we dealt with was stoic and unapproachable, and her body language made the interaction feel unnecessarily tense. A bit of empathy and flexibility would have gone a long way in turning the situation around. Overall, this experience was disappointing. The management may want to reconsider their policies and staff training, especially for events involving children. I wouldn’t recommend this venue for birthday parties based on our visit.”

“The worst experience at the Discovery Plant playground on my child's special day. Today is my child's birthday, and we arrived at the playground at 4 PM. All the children entered without any issues, except for two who arrived late because they had fallen asleep on the way. At 3:33 PM, we were in front of the receptionist, who told us we were late and that she couldn't allow anyone else in, as per the manager's instructions. We offered to pay extra because my child was really eager to join the others. We kindly asked her to reconsider, but she kept saying the manager wouldn’t allow it. I fully understand that we were late and that it was our responsibility, but my child just wanted to play for at least 15 minutes with his friends. This is about basic human kindness. Of course, we respect rules where they are absolutely necessary, but in this case, we were only 3 minutes late. And yet, she spoke to us so rudely. My friend, the child’s mother, helped her child get over the gate while the other children were calling him to join. At that moment, the manager arrived, shouting, "Get out of here!" She acted completely unreasonably, with no understanding or empathy. We acknowledge our mistake, but let’s not forget, we are all human. And these are just children who only wanted to play and do no harm. Have we forgotten about kindness?how you can be so rude?”

“Visited the Surrey Quays branch today and my child left injured due to a clear safety failure. My daughter sustained a deep scratch on her thigh caused by an exposed screw protruding from the top of a slide, it tore through her joggers. Shockingly, there were two unsecured screws in the same "soft play" area. After the incident, staff asked me if I wanted to complete an incident report, which I did. They also offered to call an ambulance, an unnecessary and frankly patronising response given the nature of the injury. What was far more concerning was that when I asked for the obvious and reasonable action, to immediately secure the exposed screws so no other child would be hurt, nothing was done. Both screws were left sticking out even after a child had already been injured. It is basic child safety. Play equipment should be checked and maintained to prevent exactly this kind of injury. The dismissive attitude and failure to address a known hazard on the spot is unacceptable. I am posting this so other parents are aware and in the hope that this branch takes safety seriously before another child is hurt.”

“Wouldn't recommend at all. It's a very 'hard' soft play. Mostly hard plastic tunnels and incredibly limited. Not a fun experience for both my small children. Not was I expected and after speaking with the manager asking for a refund or 50% refund as we have been there for 10 minutes and already exhausted it and stated it was not what had been advertised at all and I was very disappointed (children were not impressed either), she refused and then had the audacity to say...."I understand, I'm so sorry, you should have asked for a look around like other parents do, before buying a ticket...." I will never ever go back. Terrible customer service and very expensive and very very limited experience.”