Out of Bounds — Attraction in Arun

I booked an acitvity prior to arriving for a group of us and upon arriving our temperatures were taken and we found seating in the soft play area. One thing we noticed was that many were not wearing masks walking around the centre. The table was cleaned and then after a lengthy wait our order for food and drinks was taken by a staff member. Some of the drinks were not brought over and another two tables of people nearby had been given the wrong drinks by staff. When we asked a staff member where our drinks were the staff member walked away from us and another customer when we were still talking to him. This prompted both myself, my friend whom I was with and another customer to complain about the complete disregard the staff member showed. The food arrived and the burger I had ordered was overcooked and quite frankly inedible. I left it and ate the chips, but at £9.99 it was not cheap and I would have expected better. No cutlery was brought over with the food, so we were left with six meals and no way for the children to eat their food. I then had to wait to get the attention of a staff member by which time ten minutes had passed and the food was cold. The children in our group wanted to change an activity that had been booked for the afternoon and I approached staff on the desk and asked if I could move the booked activity and pay additional for another activity. This was met with a firm no. I have since read the terms and conditions and noted that it states changes cannot be made less than 48 hours which in this was case was impossible as the booking was made on the day we attended. I realise that the T&C's are written for a reason, but there was no sign of customer service in the response to my request. My friend then spoke with a staff member and asked to speak with a manager. When my friend stated the experience was 'awful' the response from the duty manager was that we would not have had an awful experience. I have worked in customer facing roles for most of my career and I would never have had the audacity to disagree with a customer's view. The operations manager's surname was refused when asked and after repeated request it was finally passed to me. This venue is not cheap, and in the current climate the service did not reflect the prices we paid. I was also disappointed as someone that is high risk due to underlying health conditions and there was no social distancing in place whatsoever and many with a complete lack of respect for wearing face masks. There was hand gel at the entrance, but I did not see any other hand gel in the soft play seating area. Overall, a good venue marred by a lack of customer service...

Have always loved put of bounds soft play but have just come back from our first session since lockdown and it was awful. These are the issues I saw: Complete over crowding at the entrance which was apparently due to the fact the computer system had gone down. Might not always be this bad? Despite booking a specific time slot online they were allowing people in before their designated time and did not wait for the people whose slot had finished to leave before allowing the next lot of people in so this resulted in huge numbers in the soft play at a time. No cleaning of any equipment inbetween each group entering soft play. It was basically a free flow in and out the same as it always has been so cleaning inbetween was impossible. Table service was a joke. One person taking orders for the whole upstairs and downstairs meant the poor man was overrun and couldn't keep up with demand. If sitting at a table you had to wear a face mask but if you had a drink on your table you didn't need to. (So people were ordering drinks, finishing them then sitting without masks on). Toilets unclean. Loads of people wondering around soft play with no masks on. The number of children in the soft play was like nothing I have ever seen. The place was completely rammed. I'm not sure what capacity they are supposedly running at but I've never seen it so busy. Imagine how busy you would expect it to be on a rainy Saturday afternoon in school holidays and then triple it and you probably still wouldn't be close to the number of children in their today!

I don't really understand how they've got it so wrong. Surely if they limited the slots that were available and allowed each group an hour and then cleared that group out before the next group came in, it would work a lot better. They could ask people to exit through the fire exit and have a one way system in place? I totally appreciate its early days and there will be teething problems but you could tell from the look on the staffs faces they felt completely overrun. It's clear out of bounds are thinking of making maximum profit and are not too bothered about the safety of...

I never have written a review in my life but after leaving this place I knew I had to in order for others to understand what they are getting themselves into.. I googled this place & travelled an hour and 40 mins with my partner & children ages of 1 & 4. Five mins in I was injured due to an unattended child who would not wait until the slide was clear even after saying don't go until my 1 year old is safe. They continued & then crushed my arm which affected me being comfortable. My partner was half way up one of the pipes you climbed which is a one way she politely asked another child if they could wait until they had passed through as they were about to bomb it in & he replied (Who cares?) Also a separate time one of the same children was kicking balls at my one year old & on a separate occasion with another child in the ball bit I had a child throwing balls at my face & i politely asked if he could not & he laughed in my face and 2 mins later did it intentionally until I lost my temper with him one of the children who was nice that over heard Confided with me and told me he had problem's with the same kid & said its HORRID HERE! as he had been here before and is the same every time he comes, we ended up just leaving in the end as my other son who was 4 kept bumping heads with other children at least 5x until he was concussed! my worst experience of a soft play I have ever had. which is a shame as the place is really Clean & Amazing things to do but its just not monitored or protected by the business & parents are not accompanying their children and honestly feel like the business do not care about how many people go in when I go to a soft play I expect to have fun & not have confrontation with other children me and my partner felt we was there to protect our children and not have...