Flip Out Castle Hill — Attraction in Sydney

I would like to share some feedback about a disappointing experience I had today at Castle Hill Flip Out 365 Action Park.

I visited the centre with my two children and paid for one hour of play. We ended up staying about 30 minutes over our allocated time — so we had been there for roughly an hour and a half — when one of the staff members came over and quietly checked the wristband of my younger child (who is 4 years old). He didn’t say anything at the time but appeared to speak to a manager. The manager then came over, checked the band again, and without any explanation or communication with me (though I was sitting right there), asked my little one to leave the play area.

Understandably, my son was confused and upset — he didn’t understand what he’d done wrong. As a parent, I was shocked that a staff member would ask a 4-year-old to leave without even first speaking to the accompanying adult. It felt abrupt and rude.

When I asked for clarification, I was told that our play time had ended and that he could no longer be in the centre unless we paid for an additional session. I completely understand if that’s the rule — and I was happy to pay then and there. However, the way this was handled was far from polite or professional. There was no courtesy, no explanation, and no use of basic respectful language like “please” or “thank you.”

To make matters worse, my older son, who is autistic, was also asked to leave shortly afterward in the same manner. Both of my children became anxious and upset, especially my older son, who was incredibly excited to visit. The staff’s approach left him feeling like he had done something wrong, which deeply affected him emotionally. This was supposed to be a fun outing, but it turned into a very distressing experience for all of us.

What was most disappointing was the way the manager handled the situation. Her tone and attitude came across as extremely cold and judgmental. As someone from an Indian background, I couldn’t help but feel that I was being unfairly stereotyped — as if I was trying to get away without paying — which I found offensive and potentially racist. I sincerely hope that was not the case, but that’s how I was made to feel.

After I addressed the issue with her, she did apologise and offered an extra 30 minutes of playtime. However, it felt like a token gesture to smooth things over, rather than a sincere apology. I refused the offer — not because I didn’t want more playtime, but because this was never about money. It was about how we were treated.

Everyone deserves to be treated with respect, regardless of background. If this is how the manager treats customers, I am seriously concerned about the standard of staff training and leadership in the centre.

This was a truly disappointing and hurtful experience, especially for my children. I urge you to take this feedback seriously and ensure your staff — especially those in managerial positions — are trained in basic courtesy, communication, and cultural sensitivity. No child should be made to feel like they’re in trouble just for playing, and no parent should feel humiliated while simply trying to pay and resolve a...

Flip out castle hill is an amazing place to go with friends for a fun and enjoyable time. With a recent facelift of the trampolines it's very easy to really high! They facility has, also a small cafe only serving confectionery items, coffee, pies, chips etc along with coffee and tea. The three primary issues I have with this centre that would have, if corrected, would have turned my review into a five stars is, the amount of people allowed in the facility at one time, kids being allowed to roam into the older kids section and the lack of staff keeping patrons safe whilst using the facility.

Now I know that flip-out must maximise profit, as that's what businesses are meant to do however, during peak hours, which is when most people visit, the trampolines are way to crowed to jump on without hitting and hurting someone. Not to mention the fact that they'll only have 1-2 staff at one particular place most of the time. This poses an extreme risk to the safety of patrons as well as peace in the facility. They should impose a max limit on how many people should be in the facility at any one time so that this risk is reduced

When visiting flip out castle hill I would always be in the older kids trampolines section. And it's not common to see 3-4 year olds wander on the tramps un-accompanied. This poses a major health and safety risk to the child who doesn't know better. And what do the staff do, nothing. Mainly because they aren't even there supervising or they're playing with other patrons. It comes to no suprise that when I was there once I witnessed a kid, no older then seven, fall off one of the new blocks they installed in the older kids area directly on the head. And it was only when another patron went and informed staff on this incident they began to help the child, who by then was bleeding in the head.

My final issue with this facility is the presence of staff keep peace between patrons. I have witnessed 15+ fights between different patrons all started for petty reasons. And where were the staff. Not to be seen. It was only when one of the patrons mother's informed staff on the incident that they tried to look for the other child in the incident to no success. However when I went to look I found him instantly jumping and having fun.

Overall two of the three issues can be fixed simply by increasing staff numbers and staff availablity.

Despite all of this I still recommend coming here only in later hours however, such...

Not suitable for a toddler or young kids birthday party when you don't book with a host . They didn't update their online policies for customers you will only notify 2days before the party and they will give you no adjustment only option you can cancel your party or accept the policy. After that all on event day no communication between party bookings and laser tag they says in packages laser tag is included in jump party on weekends after 5p.m with extra 1 hour but if you don't have a host kids will hardly get 1 hour of jump as they give priority to only host party. For 10min laser tag you wait their 30 min with 15 kids most of them are 5 to 8years and other party host comes and takes their party people as they had booked it for that time as I was already told by reception you don't have particular time book so you can go anytime stayed there in line in a meanwhile they are asking the adult guest who is sitting upstairs at party table that need to make a partial payment immediately so I need to rush all the way from laser tag to reception living kids there with the another adult to pay their bills .when I asked before party starts it says at the end of the party 😠. Staff at the reception is saying this is the policy you need to pay it now which makes you feel like we might run away because we don't have a host . After that when I went to laser tag kids are still waiting and they took another group inside already served pizza because food people given time. Catering staff was good but they need to follow the instructions of timing given which is understandable. So if kids can't chewy pizza because its cold and cheawy that's your problem lucky we had ordered hot chips for them.got so much stress with running here and there as I had organised for my 4year kids birthday as he was kin to do jump and laser tag party. But if you booking party weekend evenings after 5 and for little kids please do with the host as there is noone to communicate or helping with any requests if you don't have a host. Jump party is the same as self catered party they will only provide table with plates and cutlery with pizza and water which you can order in self cater as well at your own time or any other food from outside but no pizza which is also new policy and not mentioned online you will be notified 2days before the party with the email. Booking management should be more organised with the weekend party as it is...