Poor Service

Revs Bowling is a bowling landmark in Burnaby. This facility has been around for generations and has a loyal following in the bowling community. Unfortunately during my last visit I must say there must be new ownership or new management as poor service I experienced will lead me to never return to Revs again. I had a group of 8 including myself, who booked two lanes as we always have for years. The clerk at the service counter said we had to pay extra fees since the computers can only allow three players per lane. I thought this was ridiculous but we paid the extra fees and tried to enjoy our time there. We paid for three games, and during our last set all the machines shut off. We still had 5 people who have yet to complete their last set, and the staff informed us that we would not be able to continue. We demanded money to be refunded to the 5 remaining players who were unable to complete their set, but the clerk at the service counter argued with us and said there was nothing they can do as the computers are automated that way. I told the clerk that I wanted to speak to someone in charge but no manager was present, and after arguing back and forth several times the staff restarted the computers and allowed the remaining players to finish their set. Keep in mind there were many other players in Revs at the time, all of which were very upset about not completing their sets. Having poorly trained staff that know very little about customer service was a huge disappointment as their previous staff were always friendly and courteous. The facility itself has been updated, although it was a lot messier than what it should have been. The washroom looked like it was left unattended for a few days. The food was decent, although it took a very long time to arrive. This would have been due to having only one cook for the entire facility. Despite a fresh look and an updated facility, the staff and management definitely ruined what should have been a fun night of family bowling. It's unfortunate as we've been customers for years but after this experience we will never return to Revs.