Safari Run, Sunnyvale

“Clean. Friendly staff. And free Wi-Fi if you want to work.”

“Clean, and well kept. Very considerate staff. Not too busy on a weekday afternoon.”

“It’s a clean and fun place for kids. But the only thing I would compliant is that they don’t offer the charging station for the parents. The front desk couldn’t help when my phone ran out of battery.”

“Parents, please be cautious and keep meticulous records if you choose to visit this establishment. Our experience was deeply unprofessional and ended with a retaliatory ban after we held them accountable for their own record-keeping failures. Here is a factual summary of what happened: 1    The Punch Card Dispute: We had a 10-punch card with a clear 7 punches remaining. When we tried to use it, the staff claimed they had no way to verify the balance. It became apparent they have no digital or physical system to track customer check-ins or punch card usage. 2    Blaming the Customer: Instead of checking their own records (which seemingly don't exist), they initially refused to honor the card, claiming it was a different type of pass and even miscalculating its value. Our receipt clearly stated "10 Punch Card." 3    The Refund: Only after we insisted and presented our proof did they finally agree to issue a full refund for the remaining value. 4    The Retaliatory Ban: Literally minutes after processing the refund, the owners ("Mei and David") sent us an email banning our entire family from the premises permanently. This was a clear act of retaliation simply because we challenged their error and asked them to honor our purchase. 5    Lack of Transparency: When we asked for their full legal names to verify they had the authority to issue such a ban, they refused to provide them. The core issue is a business that fails to track customer purchases and then blames the customer for its own operational failures. When corrected, they resort to petty, retaliatory measures. While the refund was eventually processed, the experience was stressful and the subsequent ban was completely unprofessional. There are many other local play places that value their customers and have modern, reliable systems. We will be taking our business to them. (Response to Owner) on 4/16/2026 Thank you for your response. It is important that I clarify the facts, as your reply contains serious and unsubstantiated allegations. The claim that we engaged in "increasingly aggressive and demanding behavior" or "harassing our staff" is verifiably false. Our entire dispute regarding the lost punch card was handled exclusively through a professional email exchange. There were no in-person confrontations, raised voices, or incidents of any kind. We invite you to produce any incident report or internal staff complaint filed prior to our review that documents this alleged "harassment." No such document exists because no such event occurred. The timeline of events demonstrates a clear pattern of retaliation, not a response to customer behavior: 1    We contacted you via email to find a solution for a lost punch card for which we had the receipt. 2    After a dispute, you issued a full refund. 3    Immediately following the refund, you banned our family via email. 4    Only after we posted our factual review of this experience did you invent this "harassment" narrative as a public justification. The actual issue was an operational one on your end: you sell multi-session punch cards but have no system to track customer check-ins, creating an honor system that failed. Instead of acknowledging this, you have chosen to defame a customer who simply asked to receive the services they paid for. We have a full paper trail of our calm and reasonable correspondence, which stands in stark contrast to the baseless claims in your reply.”