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Frequently asked

party questions

Party Booking & Deposit

.

How do i book a party package?


Simply call our friendly Event Co-ordinator on 0405982135. Alternatively, email or message us on facebook or through our website! Details we'll need - Date/Time Preference? (subject to availability) Name? Phone Number? Birthday Child's Name & Age? Approx. Number of Guests? + $50 Deposit to Lock in your Booking (non-refundable) Once you've secured a party spot and paid the deposit, send out invitations and get ready to celebrate. Either print off the invitation templates provided on our website, or provide your own. Don't forget to remind your guests to bring their socks




How much is the deposit?


To secure a party/event booking, a deposit of $50 is required. Payment can be made either via bank transfer or in store. This deposit is deducted from the total cost of the party, with the remaining payment due on the party day. This deposit is strictly NON-REFUNDABLE.




What happens if i have to cancel or postpone my party?


Simply contact the centre to notify staff as soon as possible! A booking may be postponed up to 9 days prior to the event without forfeiting the deposit. If postponing, the party can be moved up to 2 months from the party date (no further). If moving a booking within 9 days of the event, a portion of the deposit may be forfeited to cover any supply or wages costs (dependant on the timeframe, up to max $50) Cancellations require a minimum of 10 days notice prior to the event. If cancelling, the deposit is non-refundable although may be used as a credit* towards entry and at the onsite cafe. CREDIT VALID FOR ONE MONTH FROM THE DATE OF CANCELLATION ONLY! (restrictions apply when using any credit*) Parties cancelled within 10 days of the event date will forfeit the full deposit amount with no credit. No exceptions as we will not be able to fill a party spot with such short notice. (this cancellation policy also applies to 'no shows')




When do I need to confirm the party details?


Our friendly team will contact you a few days out from your party to confirm final guest numbers, kids lunch options, and any extras or parent platters you may wish to add. You will also need to notify staff of any food allergies or special requests during this confirmation. Forgot to add something? We will do our absolute best to accomodate, although unfortunately, any changes made closer to your party will be subject to availability. Final payment will be due on the day of your event. Any outside hire or special requests/services may require payment ahead of time. your party booking attendant will notify you of this upon booking.




Where do i find invitations and more information?


Either use our invitations available on our website to print or send online, or create your own invites! Invitations are available via bigtopplayhouse.com.au/parties if using your own invitations, don't forget to remind kids to bring socks! More information is available in our FAQs section of our website, or contact our friendly Event Co-ordinator directly on 0405 982 135. We're here to help! (check trading hours when calling - or leave a message and our team will return your call the following business day). We're always available via email or Facebook message too!





Booked and Ready to Party!

.

How do i book a party package?


Simply call our friendly Event Co-ordinator on 0405982135. Alternatively, email or message us on facebook or through our website! Details we'll need - Date/Time Preference? (subject to availability) Name? Phone Number? Birthday Child's Name & Age? Approx. Number of Guests? + $50 Deposit to Lock in your Booking (non-refundable) Once you've secured a party spot and paid the deposit, send out invitations and get ready to celebrate. Either print off the invitation templates provided on our website, or provide your own. Don't forget to remind your guests to bring their socks




How much is the deposit?


To secure a party/event booking, a deposit of $50 is required. Payment can be made either via bank transfer or in store. This deposit is deducted from the total cost of the party, with the remaining payment due on the party day. This deposit is strictly NON-REFUNDABLE.




What happens if i have to cancel or postpone my party?


Simply contact the centre to notify staff as soon as possible! A booking may be postponed up to 9 days prior to the event without forfeiting the deposit. If postponing, the party can be moved up to 2 months from the party date (no further). If moving a booking within 9 days of the event, a portion of the deposit may be forfeited to cover any supply or wages costs (dependant on the timeframe, up to max $50) Cancellations require a minimum of 10 days notice prior to the event. If cancelling, the deposit is non-refundable although may be used as a credit* towards entry and at the onsite cafe. CREDIT VALID FOR ONE MONTH FROM THE DATE OF CANCELLATION ONLY! (restrictions apply when using any credit*) Parties cancelled within 10 days of the event date will forfeit the full deposit amount with no credit. No exceptions as we will not be able to fill a party spot with such short notice. (this cancellation policy also applies to 'no shows')




When do I need to confirm the party details?


Our friendly team will contact you a few days out from your party to confirm final guest numbers, kids lunch options, and any extras or parent platters you may wish to add. You will also need to notify staff of any food allergies or special requests during this confirmation. Forgot to add something? We will do our absolute best to accomodate, although unfortunately, any changes made closer to your party will be subject to availability. Final payment will be due on the day of your event. Any outside hire or special requests/services may require payment ahead of time. your party booking attendant will notify you of this upon booking.




Where do i find invitations and more information?


Either use our invitations available on our website to print or send online, or create your own invites! Invitations are available via bigtopplayhouse.com.au/parties if using your own invitations, don't forget to remind kids to bring socks! More information is available in our FAQs section of our website, or contact our friendly Event Co-ordinator directly on 0405 982 135. We're here to help! (check trading hours when calling - or leave a message and our team will return your call the following business day). We're always available via email or Facebook message too!





After Hours Private Functions

Can I bring a birthday cake?


YES, of course! Its not a party without cake! Birthday cakes are only allowed with a pre-booked party package or reservation. We can assist with storing cakes or cupcakes either in the fridge or freezer (dependant on size and space available on the day). Please ensure your cake does not contain nuts! Please avoid Macarons as they usually contain almond flour or almond meal (nut products). Strictly no other outside food or drinks!




Can we bring outside food or drinks?


NO outside food or drinks are permitted into the centre. A birthday cake or cupcakes are allowed with a party booking (no nuts!). Baby food/formula and water bottles are allowed. Food for children with allergies (that cannot be catered by our cafe) will need to be approved by a manager prior to bringing it into the centre. After Hours Parties: Please discuss this with our team as different conditions apply for private functions bringing food and drinks. See FAQs section "After Hours Private Functions" for more information.




What parent platters and extras are available?


Parent Platters are available for pre-order, otherwise the cafe may be open throughout your event for guests to purchase food or drinks for themselves. Check out our party flyer for parent platter options. We can also arrange a parent 'drinks tab' for the day. This tab can be as free-flowing or as restricted as you like, completely personalised to your budget. Extras such as face painting, pinatas and balloon twisting are available! check out our party flyer for more information and pricing. more options can also be found on the party section of our website.




How much is adult entry and what about siblings?


All parents of party guests are free to attend, and your group will have a reserve table in the cafe for adults to relax during the party (2.5 hours). There are a few options for siblings of party guests: Either their parents can pay general entry at the gate to allow them to play, with lunch available to purchase at the cafe. Otherwise, with your approval, the sibling can be added to the party (to receive lunch, games, party bag, etc.), with this cost being paid by the parent upon entry. After Hours Parties sibling entry: See AFTER HOUR PRIVATE FUNCTION FAQs section




Can I decorate or bring party bags/balloons?


Decorations/Balloons: YES! we encourage guests to bring fun accessories or balloons to enhance their party theme. Decorations and balloons may be set up on the cafe reserve table from the start time of your party. You will have access to the party room at the conclusion of the previous party, and will need to have your items removed prior to the start of the following party. see your party host to confirm time of room availability on the day. unfortunately early set up may NOT be available if the room is booked all day. we recommend dropping off your decorations the day before so the host can prepare the room as soon as it becomes available. The children are only in the party room for their lunch and cake celebration (usually 30 minutes into the party start time). we don't recommend parents sitting in this room as it may become overcrowed and the children sometimes become shy which doesnt allow the party host to work her magic! Please Note: Only Mounting Tack (Blu-Tack) may be used to hang decorations on the wall. Party bags may be included in your package, however you're welcome to bring novelty toys to add to our bags or supply your own bags (please ensure NO nut products!). Party bags must be handed out as children leave to ensure no small toys or candy wrappers are taken into the play equipment. After hours parties: Please see the 'After hours private function FAQs' section as decorating rules differ for these events! woohoo!




What happens during our party?


Please speak with one of our party team to discuss the run down of the package you have booked. Each party package runs differently. if you would like your party run a certain way, please discuss with our team and we'll do our best to accomodate where possible. We're available either via phone (07 5665 9645) or via our Facebook page Basic Party Package: Unhosted with party room for kids and adults Hosted Party Package: Hosted with games, and party room for kids food/cake After Hours Private Party: Fully staffed and hosted with games, full venue hire After Hours Private Hire Only: Cafe Staffed only, full venue hire Staff Areas restricted at all times, regardless of package booked




How do i leave feedback about my party?


Positive or constructive, we want to hear it! Happy? Best day of your childs life? Fallen in love with your party host becuase she was THAT AWESOME? Planning to book for next year? We want to hear about it! shout it from the rooftops on Facebook or Google, or even just shoot us a private message to bigtopplayhouse@yahoo.com so we can thank our team for their hard work. A public review helps our local family business to grow, and is one of the best ways to thank your party host! Not so happy? something went wrong? Email us! bigtopplayhouse@outlook.com During your party, staff are always happy to help with any questions or concerns to ensure you're enjoying the special day. if something isn't going the way you planned, speak with your party host or the duty manager so we can work with you to improve your experience. Remember, we can't fix a problem we don't know about so keep up communication with your party host to ensure your party is just the way you like it. We have proceedures in place for many reasons (time management, safety, etc.), and your host will run through our party run plan for the day at the start of your event. at the conclusion of your event, your party host (or a cafe attendant) will ask if you enjoyed the party... this is the perfect time to share any feedback. especially if you had an AWESOME time or even if you think we could improve in some areas. we're here to listen and get better!