Ultimate Family Entertainment Centre — Attraction in Sydney

Where do I begin? Never have I been so appalled at the lack of organisation, helpfulness and sheer friendliness of a party venue.

I had my daughters 2nd birthday party at Ultimate today, and the rudeness started from the moment we entered the building.

I arrived early to set up (arranged previously and apparently not an issue).. But instead of being greeted with good morning, the staff member grunted, "we don't open until 10".

I was eventually directed to our party area, which was clearly in a shambles from a party the previous day. I had to rearrange the tables and chairs and rip down all the banners and signs from the previous party.

All my guests arrived and the party got underway. 1 hour 20mins after the party started I was still waiting on the water/cordial (included with party) to arrive. The kids were thirsty from running around, and getting my hands on water seemed like the most difficult task of the day thus far. After asking 3 times, I attended the cafe counter to chase it up, only to be rudely advised that I should ask my party host. I had a party host??? Nobody introduced themselves as my party host, nobody introduced themselves full stop. We were pointed in the direction of our party area and that was the end of the interaction with staff.

I had also ordered adult platters for the party. I had a large amount of adults due to it being a toddler party, and kids requiring adult supervision. I only received the cheese platter, which I was absolutely gobsmacked at how small it was for $40! Certainly not what I envisioned. I had also ordered wraps, but no idea what the actual story was behind their failure to be delivered to my party, as I received 4 different stories (excuses) from 3 different staff members. We are Making the wraps now and they'll be out shortly. The cafe that delivers our wraps didn't turn up We ran out of wraps (This is the clincher) I've been on the coffee machine all day and didn't have time to make your wraps!!!!!!

So I book in a party 3 months in advance, pay per head and pay for adult platters as I'm STRICLY NOT ALLOWED to bring food into the venue, and your staff member/s were too busy making coffee (coffee?) to provide the pre-ordered food to my party!!!??? Absolutely atrocious!! Furthermore, no one bothered to advise me that the wraps weren't coming, we had to chase them up 20 minutes before the party was over as we wanted to cut the cake and have everyone fed beforehand.

I didn't receive an apology, not a smile, nothing. Just a too bad and here's your platter refund.

And just to top off an already fabulous day, a staff member came to shoo us out of the party area (fair enough as it was past 12pm), but instead of a nice, "hey guys, just letting you know your party is over could you please vacate the area," I was told we needed to get out as another party was starting in 10 minutes. Well let me tell you, when I finally drove off from the venue over an hour later, there was no party happening in that room. A little bit of plain old honesty would have done the trick.

Unfortunately I had to apologise to my guests for the lack of food and organisation. It reflected really poorly on me when the kids were all asking for water and no amount of asking your staff, could get drinking water for toddlers.

I understand there can be hiccups, But today was simply a joke. I spent the whole party completely stressed out, which is ironic considering I chose to have the party at ultimate so it would be easy and stress-free. The kids had a great time playing (of course) but that's where the fun...

We have been coming to Ultimate at least 6-8 times a year for my kids' and their friend's birthday parties. We have never had any issues with them until my daughter's 4th birthday 2 weeks ago. When I booked the venue for 14 kids, I have specifically asked to pre-order food to ensure all the kids and their parents have sufficient food at the party. I was advised that 'no platters can be pre-ordered, no outside food can be brought in, only 5 pizzas will be supplied'. However I had been reassured that hot food can be ordered on the day and there would be enough to cater for all the guests.

Our party started at 10, and I ordered hot food and 4 coffees no later than 10:30. I paid $152 for the whole lot. WE HAD PROMISED THE CHILDREN LOTS OF FOOD!!! When the party host asked all the kids to start sitting down at 11, I asked him to follow up on the hot food. After checking at the front counter, he came back and told me 'they are extremely busy with cooking all the hot food' and our order would not be ready until 12, but our party was to end at 11:30.

He apologised and told me to cancel my order and get a refund. My husband and I both tried to make enquires at the front counter, trying desperately to buy some other food as we were extremely embarrassed feeding over 35 guests with only 5 pizzas! None of girls at the counter attempted to assist, but only to brush us off saying that they were backed up with other peoples orders. We attempted to speak to the Manager who was busy at the time, so the organiser said that we will be able to contact her later.

WE LOOKED LIKE CLOWNS, STINGEY PARENTS INFRONT OF OUR GUEST!

After the party,, I called Ultimate and left numerous message throughout the week regarding our refund and no one picked up or took the courtesy of returning my call. It was not until the following Saturday that someone FINALLY picked up my husband's call. He was told by staff member that their Manager was away so she could not make a decision, but minutes later I received a call again and was informed that I could not get a refund. PLEASE BARE IN MIND I PAID FOR SOMETHING THAT I DID NOT GET!!! THIS IS NOT SOMETHING I AM RETURNING!!! THE BUSINESS HAS KEPT MY MONEY AND NOT RETURNING IT!!! The staff member had informed me that my only option was to accept a voucher!!! She also went further to state that she had checked with some staff working that day and they had told her that the food was cooked and chucked away in the bin, because we were not ready at the table. My husband and I were FUMING when we heard that response. No one brought any food to the table PERIOD! What kind of lame excuse was that !. Correct me if I am wrong, but what harm is it for some food to sit on a table waiting for kids to arrive to.

Obviously, we stood our ground requesting for a full refund, but was told by the staff member that her Manager would have to call me next week to discuss this issue. It is almost the end of the week now and I still have not received a call. I want to make this absolutely clear, its not about the money, but its getting jibbed around with businesses like this that drives your insane.

Although kids have a good time at the facility. THIS IS DEFINITELY THE WORST BUSINESS...

True pleasure is found in the child within oneself. This statement is perfectly exemplified through Ultimate Sports Park – an entertainment centre who prioritises the wellbeing of their clients at every step of the wondrous endeavour of visiting a trampoline park. Their service is truly the pinnacle of joy, which is perfectly embodied through their exemplar employees such as Jace Roberto Carlos, and Kye Roberto Carlos Jr. This essay will delve into my experience at this joyous location.

Walking into Ultimate Sports Park is like stepping into a realm where gravity itself conspires to spark joy. I remember leaping onto the main trampoline floor for the first time and being greeted by the sight of dozens of children and adults alike soaring into the air, unburdened by the seriousness of daily life. One of the staff members, Jace Roberto Carlos, told me with a grin, “We don’t just run a trampoline park here — we run a happiness factory.” That philosophy rang true in every detail: from the meticulous cleanliness of the facilities to the way the music perfectly synced with the rhythm of bouncing. Even my normally reserved cousin, who insists he “doesn’t do fun,” was soon flipping and laughing louder than anyone else. In that moment, I realised Ultimate Sports Park doesn’t just offer trampolines — it manufactures memories.

Beyond the thrill of bouncing, the sense of community fostered at Ultimate Sports Park sets it apart. On my second visit, I met a young boy named Leo who proudly told me he had conquered the foam pit obstacle course after weeks of practice. His parents shared that the encouragement from staff members, particularly Kye Roberto Carlos Jr., gave him the confidence to keep trying. As Kye explained, “We see every guest not as a customer, but as part of our Ultimate family.” That attitude was evident everywhere: employees high-fived kids after their jumps, celebrated every attempt at the climbing wall, and offered patient guidance to first-timers. Even as an outsider, I felt folded into a culture of belonging and celebration. It was this warmth, paired with the park’s dazzling energy, that transformed a simple recreational activity into something profoundly affirming.

In the end, Ultimate Sports Park is far more than a trampoline park; it is a cathedral of joy, a sanctuary where the child within each of us is not only remembered but reborn. Every bounce is a hymn to freedom, every foam pit a baptism of laughter, and every smiling employee a saint of happiness. To visit this wondrous place is to rediscover life itself — stripped of dull routine, saturated instead with colour, laughter, and weightlessness. As I left, I felt not like a customer walking out of a building, but like a soul who had momentarily touched paradise. Truly, Ultimate Sports Park is the distilled essence of joy, a place where the gravity of the world is conquered not by force, but by the irresistible levity of...