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FAQs

We hope that these tips will help you to plan a fantastic day at Gambado, whether it be to play or party

A guide for new customers
Party FAQs
Party tips

 

A guide for new customers

Why must customers register at Gambado?

All visitors MUST be registered prior to visiting any Gambado site. Why? We take the security of all our visitors very seriously at Gambado and our registration process is a key part of this. Our enhanced security procedures include the manned entrance and exit gate at reception – this system ensures that children can only leave the centre accompanied by the adult(s) they arrived with. We know you’ll understand how important that is.

· You can Pre-Register your family online before you come to visit us. This will save you time at check in!

· All visitors must be registered.

· Please note when registering online a child is aged 0-12 and adult is 13 years and over.

· The head person (first details you complete) MUST be an adult. We will send future offers and discounts to this person.

Why do we need a photo of you?

All visitors MUST have a photo taken before entering any Gambado site. Why? The safety of all our visitors is always of paramount concern at every Gambado site. For this reason we don’t let anyone leave the centre unless we are sure that the correct child leaves with the correct adult. The only way we can monitor this is by ensuring we have photos of every customer so we can ensure families that enter together, leave together.

Why do we request your email address?

All visitors are requested to provide their email address before entering any Gambado site. Why? We always want to keep customers up to date in the event of any unexpected closures or facilities being unavailable. We do this by email so it’s important to have every customers email address so we can keep in touch. We also send you offers and your free guest pass by email when you register.

Why do we charge for adults?

At some of our centres we charge for adults. We are a family company that encourages adults to play as well! Most of our facilities are suitable for children
and adults to play together. We also have strict guidelines on our capacity levels within each club. This allows us to provide a comfortable and safe
environment for our customers. We provide free newspapers, TV and Wi-Fi.

Why do I have to complete a registration form and why do you need my full details?

As previously mentioned we take the security of your children very seriously. Full registration also enables us to sign each family in and out of the club
safely through our controlled gates.

What are our opening times?

Our opening times are detailed on each centre’s home page. We operate winter and summer opening hours. From time to time this may change but wewill always keep you updated via our website.

Do we run play sessions?

We do not run specific play sessions. During peak times such as schools holidays we may enforce a play limit to maintain our comfort and safety levels. You will be notified at reception, prior to entrance, if this is the case. The play session is dependent upon the weather; school holidays and peak dayweekends. Otherwise please feel free to stay and play all day. Play sessions are limited to between 120 and 180 minutes.

Is there an age restriction?

Gambado is suitable for 0-12 years. Older children are welcome to help supervise younger siblings. Children over 12 will be charged at the adult rate. Please note that there are height restrictions on some of our rides.

Can I bring guests?

Of course you can bring new guests to Gambado. Children and visiting family members can be added to your family registration. Other families will be required to register.

Who supervises the children?

Parents/guardians must supervise their children at all times. Please inform your older children of the basic rule of play to ensure a comfortable and safe visit for all. Please pay specific attention to ensure older children do not play in the specific baby and toddler areas. These are clearly labelled. The Gambado team are around to help make your visit enjoyable and operate all rides!

In line with the local EHO and our public liability insurance, adults are not permitted to leave the club whilst their children are playing. One adult (per family group), who is 18 years or over must be present in the club at all times.

Do you have a behaviour policy?

Yes! Although we totally understand children love to have fun in all sorts of ways we operate the following: Any child who behaves in an aggressive manner or continually breaks the rules of play will be brought to their parents by a member of the Gambado team who will explain the issue. We operate a 3-strike rule. If a child is brought back to their parents 3 times the family will be asked to leave. This is to ensure the safety of all children. Any abusive behaviour will not be tolerated and will result in a ban from Gambado. We are here to have fun in a safe environment, please speak to a Duty Manager if you have any further questions.

What clothing should the children wear?

Comfortable clothes, ideally long sleeved tops and long trouser or leggings should be worn to Gambado! Socks MUST be worn at all times on the play-frames by both children and adults. Please note that if you are visiting one of our sites with a dodgem track this can blacken white socks due to the nature of the track. This does wash out but we advise dark socks to be worn. Trousers are preferable for the climbing wall. Only closed toe shoes may also be worn on the climbing wall. Please remove all jewellery and items from pockets too!

Do you have to be registered to have a party at Gambado?

Yes, but if you book a party with us, registration is free!

Why don’t we allow food to be brought in?

We operate a café in every centre, which caters for a wide range of dietary requirements. We offer healthy options as well as treats for the children. We have a menu for adults too. As a result we do not allow food or drink that is not purchased in the centre to be consumed. Our space is limited for cafe tables as we make the most of the space for play facilities! Tables are prioritised for customers who buy from our cafe – as you would expect – and therefore we can’t always offer you somewhere to eat your own food.

Why do we sell alcohol?

At some of our centres we sell a small selection of beers and wines. These will only be sold to parents over 21 years and we operate a Challenge 25 policy. Many parents (especially those here for a party) may enjoy a beer or glass of wine. Alcoholic drinks may only be consumed in certain areas of each club and must be supervised by an adult at all times. Any unattended drink will be removed with no refund.

What are the Rules of Play?

Our rules of play can be downloaded separately from the footer section of our website.

Is there parking nearby?

All of our clubs are located near a car park. In some of our London centres there may be a charge for this.

Is the centre available for private hire?

Yes! All of our centres offer exclusive hire for the special party. Please note this is only for family/ children’s parties or charity events. We do not offer adult parties. All clubs offer fantastic rates on evening hire. All details can be found on the site party page of our website. Please speak to the Duty Manager for more information.

Do you have facilities for special needs?

There are a number of play elements within Gambado that will be beneficial for those with disabilities. Carers are encouraged to help children on the rides making it a great day out for all. Carers will be admitted for free on production of proof of disability (e.g. blue/orange badge or similar) If you need help whilst in Gambado please contact a member of the team, we are here to help you! Some of our centres also run an S.E.N evening. Please ask the Duty Manager for more information.

Can I take photos or video footage of my children?

Cameras can be used at Gambado. However, we ask that you be mindful of other customers and their privacy. Photos may only be taken of your children and guests. Video cameras are not permitted within our centres, with the exception of within a private party room.

Do you have lost property?

All belongings left at the club are kept at reception for 1 month after their found date. If the item is valuable we will keep it in our safe.

Do you offer discounts for groups?

Absolutely! We offer a range of discounts for groups depending upon their size and requirements. Please visit our groups and schools page for more information.

Can I give my feedback on my visit?

We love to receive feedback good or bad! Please complete our feedback form online.

 

Birthday Party FAQs

Can I have my party at any time?

Each club operates designated party time slots. Please log onto our website and follow the book a party instructions to check availability or contact our Central Booking Team, the number is listed on our website.

What is the duration of the party?

Each party lasts 2 hours. This encompasses 80 minutes of play and 40 minutes of party feast and fun in your party area. Some of our newer party packages such as Laser Tag and FDT may vary from this. Details can be found on the party pages of our website.

Is there a meeting area when we arrive?

Your party host will take you to a party holding area when you arrive. Parents and close family use this area as a base while the party is in full swing this means the party room/area is kept as clear as possible. Please arrive no more than 15 minutes prior to the start time of your party to meet with your
party host.

What is the role of my party host?

Your party host is the key point of contact for the party. They will help to remove children’s shoes and help to get the party started! Please note that children remain the responsibility of the party parents at all times, as do all personal belongings. Any children arriving late will be shown to the party holding area to join in.

Do adults pay an admission fee?

We offer 1 FREE Adult per child invitee. We ask for a one to one ratio for all toddler parties and one to four for all other parties. Please note during some of our peak times (mainly weekends) there will not be seating in your party area for all your adult guests. There will be additional available seating within
the club.

Do I get a refund if children do not attend on the day?

Unfortunately once numbers are confirmed we will not refund for any no shows on the day.

Do I have to pay for children less than 12 months?

Children under 12 months are free but they will not have a seat at the party table, or party food.

What about siblings?

If your child is coming to a birthday party at Gambado their brother or sister can come along too and save 25% on the standard entry prices on the day. Just quote the name of the birthday child and ‘sibling discount’ when you come to reception. Siblings are not included in the party celebration and food and drink is not included.

What if the party children and parents forgot socks?

We sell socks at each Centre. You may wish to put a couple of spare pairs in your bag, especially in the summer.

Can I come in 30 minutes before the party?

To maintain a clean environment for your party, we need to allow time to sanitize and reset the area for your party and allow the previous party time to vacate. We appreciate it if you can come in 15 minutes before the party time.

How early can my party guests come in?

Guest need to arrive 5 minutes before the start time. We allow the birthday family to arrive first before receiving their guests.

Can we bring outside food?

Children’s food is included in our party packages and we have a full service cafe and kitchen, which you can order from. Outside food and drinks are not permitted.

What if I have dietary requirements for Children’s Party Menu?

For further information on our party menu please view our website. You can either choose Standard /Vegetarian / Non-pork Party Menu

For further dietary & allergy information, please contact Central Bookings.

Do you provide food for adults?

We have a range of adult platters ranging from £18.00 – £20.00 for you to choose from. Please refer to our adult catering page. We can also have vegetarian alternatives.

How many can each adult platter feed?

Each platter serves minimum 10 adults.

Can we order more adult platters on the day itself?

Adult platters and beverages can be ordered on the day, Please expect a 30 minutes wait for non-pre booked orders.

Do the party packages include birthday cake?

Birthday cake is not included in the packages.

Can we extend the party?

No, we are not able to extend parties, however you may book and pay for two timeslots.

Can I take photographs/film of the party?

Due to the safety of all of our young guests and child protection guidelines, we do not allow any filming of parties to take place unless you have exclusive hire of an area and this has been agreed specifically by Management. Photos are allowed but please bear in mind that you should not photograph any children that are not in your party. The Party Host/Duty Manager will monitor this for the privacy and comfort of all our guests.

Do we allow pinatas?

Sorry no! We do offer a “Pull the string” Pinata at an extra cost

Do we allow banners, pictures to be stuck on our walls?

Generally no, however if you have a specific request please call our Central Bookings Team.

Do we allow customers to supply their own music?

Sorry no!

Do we allow customers to supply their own adults’ food?

Sorry no!

Do we allow customers to supply their own helium balloons?

YES, If Gambado cannot supply what is requested. However, they must be filled with helium before arrival Gambado will not inflate.

Do we charge for invites?

NO – FREE printable invites and thank you notes can be located on our Manage my Booking (webpage)

Do we allow entertainers?

YES – They must supply a copy of CRB & insurance certificate (1 week prior to party). We would rather not have entertainers due to the structured time frame of the parties.

Do we allow customers to supply their own themes?

YES!

Do we allow additional party games?

NO – Due to the time frame & structure of the party.

Can we supply two Birthday Cakes?

YES – Only standard Birthday Cakes, no ice cream cakes or cakes that need to be refrigerated.

Why do we charge for additional adults?

We charge for adults as we have strict guidelines on our capacity levels within each club. This allows us to provide a safe & comfortable environment for our customers.

 

Gambado Birthday Party ‘Top 10 Tips’ to hosting the perfect party!

1. The party host will welcome the party child and run through how the party will flow with the party organiser / parents.

2. Party organiser / parent needs to supply the party guest list on arrival.

3. The party coordinator will welcome your guests at the entrance based on your guest list.

4. All the children will be directed to play on the equipment under their parent’s supervision for the first 80 minutes of the party. (The children must wear socks at all times).

5. Adults are free to relax in the assigned party area and order additional food & drinks from the in-house café. (If you pre-book adult catering this will save your guests queuing on the day)

6. The party host will call the wristband colour once the allocated play-time is over and invite the kids to the assigned party area.

7. Whist the children are eating the party host will provide balloon modelling.

8. The party host will initiate the birthday song and cake cutting (Please supply your own birthday cake & candles on the day). Due to our fire alarms, we do not allow sparkling candles.

9. Either the party organiser or party host will hand out the party bags before bidding your guests good bye! (Please note, party bags can be provided but are an additional chargeable extra).

10. Party organiser / parent will finalise the party settlement for any additional extras purchased on the day.