23/05/2026
A little note from us as a small business 💛
Today, unfortunately, a party arrived with us that had not been acknowledged on our system, and due to there being no other parties taking place today, there were no staff present or nearby who were able to step in and accommodate the booking at such short notice.
Most importantly, this has left a child extremely upset, parents understandably angry and frustrated, and attending children and their families disappointed and confused. That is something we absolutely do take on board, and we are truly sorry that this situation has happened today.
Over the 11 years that we have been running parties, this is not something that has repeatedly happened, but as we have said, we are only human. We try incredibly hard to check and double-check everything, but unfortunately mistakes can sometimes happen despite processes being in place. In this instance, the booking has unfortunately bypassed parts of that process without being fully acknowledged on our side.
Running children’s parties means we deal with lots of bookings and bank transfers coming through at all different times of the day and night from many different people. One thing many people don’t realise is that when a payment arrives into a business bank account, there is no automatic system that tells us exactly what that payment relates to or which booking it belongs to.
This is why, once payments are received and matched to bookings, we always send acknowledgements, receipts, party information and follow-up communication leading up to the event. If you ever make a payment and do not receive confirmation or communication from us afterwards, please do contact us so we can ensure everything has been correctly linked and acknowledged on our system.
When issues arise, we will always hold our hands up, communicate honestly, and do everything we reasonably can to work with families and put things right. However, there are unfortunately situations where there is only so much we can physically do at very short notice, and we cannot simply wave a magic wand to instantly resolve every issue once it has happened.
We also recognise that no matter how hard any business tries, it is not always possible to make every customer happy. In moments of disappointment, frustration or upset, people are understandably more likely to speak out negatively, often more so than they would in positive situations. That can be difficult to experience as a small business that is genuinely trying its very best for every family.
We care deeply about every child and family who books with us, and we truly appreciate the kindness, patience and understanding shown to us while we continue doing our very best 💛
