Disappointing - Avoid Emerald Creek Spur If You Have Kids!

Disappointed with our visit to the Emerald Creek Spur on September 14, 2024. During this visit, my toddler was injured in the play area, hitting and bruising his head after being bumped by another child.

1. Despite his clear distress, the childminder did not report the incident or check on him. He came on his own crying.

2. When we spoke with manager on duty, she apologized but she unsure how to handle the situation telling us she has to wait for the owner of the place to advise how to handle the situation. Managers Brenda, Noxolo were on duty and so confused on how to act, which was mindboggling and very frustrating.

3. It took over 1 hour to receive some incident form and footage, during which no first aid or any basic care like an ice pack was provided yet my child was in pain and crying.

4. I want to highlight several concerns: neglect by the childminder, lack of first aid response, unclear knowledge of procedures by management on duty, no reporting of accident to the other child’s parents, delayed medical assistance only after we got home, and a troubling threat regarding the deletion of incident footage by the management on duty. How do you threaten a parent with a hurt and bruised child about footage?

After reporting the issue to Spur customer-care since we could not interact with the threatening management there, a Spur ambassador named Mark responded promising to act swiftly, but has been silent for a month, showing no care or seriousness about my concerns. I have had to keep following up with them.

As a long-time Spur customer, I’m deeply disappointed and appalled by the handling of this situation at a supposedly child-friendly restaurant. I hope this feedback leads to improvements in staff training regarding child safety and emergency responses to prevent similar incidents in the future. No more Spur for us!

PS. Our waitress, Mbali was super amazing!!! 5 star rating for her