Feedback

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 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.

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 we will always keep you updated via our website.

Do we run 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 day / weekends. Play sessions are limited to between 120 and 180 minutes when this is the case. Otherwise please feel free to stay and play all day.

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 rules 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 to operate all rides!

In line with the local EHO and our public liability insurance, adults are not permitted to leave the centre whilst their children are playing. One adult (per family group), who is 18 years or over must be present in the centre 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 policy: 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, and 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 tastes and 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. You can check our allergen information sheet here

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 centre 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 each centre’s 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 while 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 and Autism evening. Please ask the Duty Manager for more information or see our website for times and you can book tickets here.

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! 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 on 0330 555 1415, the number is listed on our website.

What is the duration of the party?

Tiger Party – 80 minutes play & 40 minutes party meal
Make A Bear – 60 minutes play, 30 minutes make bear & 30 minutes party meal
Laser Tag & Foam Dart -30 minutes play, 30 minutes party meal & 60 minutes laser/ foam dart
Tiger Tots – 40 mins play, 20 minutes canvas hand prints, 20 minutes arts & crafts or musical instruments & 40 minutes party celebration

Is there a meeting area when we arrive?

Your party host will take you to a party holding area when you arrive. The adults 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. The Party Host will greet the guests on arrival, serve the party food in the party area and interact with the children to make sure they have a fantastic time.
The Party Host will provide a good level of service to both party parents and children. The Party Host’s primary focus will be the children.

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 may be additional available seating within the centre

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

When confirming your final party numbers, we are unable to offer any form of refund once your final payment has been processed We can cater for up to 3 additional party guests on the day without you notifying us as long as you have not reached your maximum room/area capacity

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 ask the birthday family arrives first before receiving their guests.

Can we bring outside food?

Outside food and drinks are not permitted, Children’s food is included in our party packages. We have a full-service cafe and kitchen, which you can order from or alternatively adult catering can be ordered 5 days in advance.

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 or Vegetarian options. We have gluten free options available. For further dietary & allergy information, please read our allergen information sheet or contact our customer service team on 0330 555 1415.

Do you provide food for adults?

We have a range of adult platters available for you to choose from, please refer to the adult’s menu under the party manage booking section on our website.

Can we order more adult platters on the day itself?

To order adult catering we require 5 working days’ notice prior to the party, with the exception of our inhouse platters, which can be ordered on the day – please enquire with our customer service team on 0330 555 1415.

Do the party packages include birthday cake?

No, please remember to bring your own birthday cake(s) and candles (no sparkling candles). We will light the candles and provide a cake slice. Gambado will only provide napkins NOT plates. Please note we are not able to store, refrigerate or take early delivery of birthday cakes.

Can we extend the party?

No, we are not able to extend parties, however you can come for an additional 30 minutes play session prior or after your party however you will not have access to the party area during this time

Can I take photographs/film of the party?

Due to the safety of all 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 Goodie Gusher candy game as alternative, this is a pull a key alternative, which can be booked as a party extra – please ask when you book or call our customer service team on 0330 555 1415.

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

Sorry, no decorations are permitted on the walls of the party areas as this causes damage.

Do we allow customers to supply their own music?

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 as we cannot inflate.

Do we charge for invites?

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

Do we allow entertainers?

YES – It is the party parent’s responsibility to check the entertainer has a valid DBS check and relevant insurance certificates. Please note you will be required to hire the private studio room, please contact our customer service team for more information.

Do we allow customers to supply their own themes?

Yes, you can or please enquire with the centre or our customer service team which party themes Gambado offer.

Do we allow additional party games?

NO – Due to the schedule & structure of the party.

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 queueing 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.