Ryze Hong Kong — Attraction in Hong Kong

The receptionist service quality is not good . I had never experienced such bad service before in here as I am loyal customer since it opened. I gave my credit card to the young girl at reception told her that to hold on the payment because I will run to the kids and ask if they want 1.5hr or 2 hrs bcox it’s only $50 different . She noted. Then when I return within 1/2 min, she said the payment already processed n if I need to add extra 30mins I have to pay $100 extra for each jumper! I told her that was not we were agreed on , i told her it’s you told me that $300 is for 2hours so that’s y I went to ask the kids . And then she replied , but you gave me your card so I proceed payment! Then I said, it’s ok , why not you void the payment n I pay for 2 hours at $300 each jumper then pb solved . She then ask her colleague, the other young girl screamed at me telling me that they never do refund and told me that once you gave her card then she can process payment ! I explained to her what happened , I even told her that after I gave card I also told her to wait and she(1st girl) was watching me asking the kids where they were just next to counter! Then the girl (2nd one) said u may take your card back bcoz the 2nd payment of extra 30mins were not charged that would be $200 . We didn’t take your $200.

I were looking for the manager then they said today only they both there . They seem not feeling anything wrong .

Is that right? Are they trained to be like once they got customer’s card then they can proceed payment even customer told...

On paper, it should be hands down heaven for both active kids and adults. Their trampoline and climbing facilities are good. But their safety standards and protocol is terrible. For 99% of the jumping platforms, there is no staff to monitor kids and to make sure they’re safely jumping off the platforms.

Yes sure the parents/guardians are supposed to look after their own kids. But who are we kidding? Most of the parents will just sit on the sofas and let their kids run loose.

There were a couple incidents when a kid jumped into the pit from a 2-3 meter high platform and the following kids followed immediately. It was pure luck they didn’t land on each other. No adult or staff supervision whatsoever.

Unfortunately that’s what happened at a different platform when someone jumped from a second level. Immediately after she landed , a kid from a third level jumped without even looking and landed on her. She was badly injured and needed paramedics to come and bring her to the hospital.

Again there was no adult or staff supervision. It’s unbelievable the complete lack of safety protocols and lack of staff.

At water park slides, there’s a staff to make sure participants go down one at a time and at safe intervals. Not here. It’s really just a free for all and wild west. Kids run, push and shove each other to jump off high platforms.

Parents be warned. Your child risks serious injury...

Came here many times, always had fun, one time bad experience but wanted to share because I want to be heard and hope they improve to avoid others having same experience. So I brought my 3 yrs old almost every sat morning this month ( husband stuck due to stupid hk inbound quarantine rules), today we went in and brought wrong socks (we have several pairs of their socks)same colour but a very slight different print on the side thus I didn’t aware. We went in after 10 mins, one staff pointed it out and I said ok we can buy one pair, however my 3 yrs old refusing to leave the trampoline and had a meltdown (if you are parent you would know what I meant), I came alone and I cannot leave him on the trampoline alone with all other big kids bouncing there, whilst I didn’t trust the staff since it was a busy area and I know the liability also as I saw she was checking her phone time to time when she had time, so I asked if she can get a pair for me and I will buy. She said very rudely to me no she won’t get it and told my son he needs to get out the trampoline now since wearing the non-Ryze socks. I feel shocked on her attitude and disappointed because Ryze as a kids activity brand shall train their staff better on this situation. Hopefully Ryze can hire more responsible staff with empathy and offering help for parents with small kids and not watching on the phone...