When we went they were far too busy to keep on top of everyone's needs. Even though we had booked, we were told there would be a wait of at least 30 minutes.
On the up-side they did give us some tokens to play in the arcade while we waited. They said they would come and get us when our lane was ready but after nearly an hour nobody had. When we approached the counter to ask, it seemed they just forgot to get us and the lane was ready and waiting (while there were even more people waiting after us.
They also didn't offer to put the barriers up for the kids (which only the staff can do), so our youngest two did not have as much fun as they could have if their balls weren't in the gutter all the time! When I went to the counter to ask, the line to get to staff was too long to wait in so we dealt with it.
Our ball return kept jamming up, so the technician removed the safety device and told us not to put out hands in it! This didn't seem like a good idea to me.
The highlight was the food - I was VERY surprised and impressed with the quality of the mexican wedges and the sliders - YUM. The kids meals very very average though.