Unpleasant experience @ Wi:JUMP Harvest Place Glen marais, Kempton Park

I made a booking for my sons birthday at Wi:JUMP Harest Place, Corner Monument and, Blaauwklippen Ave, Glen marais, Kempton Park, 1619. My booking was for Sat 23 November 2024. When we arrived at the venue I made payment for the 1 hour jump session for the kids and that is when the disaster began. The staff was unhelpful & unfriendly. My family & I had to figure ourselves out as we did not get directed which way the kids should go to start their playing session. I personally had to ask one of the employees who were literally just staring at us while we looked confused. She eventually did help after I expressed my disappointment in their lack of hospitality. We then went upstairs to the Blue Party Room that I had booked for to start setting up for the party. The temperature was 34 degrees and we had no aircon when I asked for the remote I was told they cannot find the remote. We spent the entire 3 hours in the heated space & were told to open the emergency door to get some air. We had issues with our drinks orders which were rectified again only after my complaint to the waitress. The rest of our other drinks were warm and we were served in drip and drabs & we had to wait a fairly long time until they did eventually bring them to our table. When the kids session was over they came back up to start the party celebrations & their food & drinks orders had not yet arrived. When their drinks (slush puppies) arrived I was hoping the food would shortly arrive but to my disappointment we waited another 40 minutes and I had to order another round of drinks as the kids had already finished their drinks in the long waiting time for their food. We had more than 1 waitress assisting us and that was very overwhelming. The manager Lebo eventually came up to check on us and I informed her of all my issues regarding our time spent there. She only became alarmed when I told her I will be sending my complaints on email as I was very disappointed. She tried to shift the blame on our main waitress Nyadi who tried her utmost best to perform her duty to our table. Nyadi apologized for the long waiting period saying the venue was very busy on the day however she could only do so much as all she does according to my knowledge is place the order and wait for the bar tender/chef to hand her the food or drinks. I am very disappointed at how the manager handled the entire situation. We ended up not even ordering food for the adults fearing how that would go. My experience was not great at all but we managed to keep the kids entertained in all this time. I really hope the staff at this venue will reassses their behaviour & learn to treat their customers all with the same care & respect.