Air Unlimited Burnley — Attraction in Burnley

I'm never one for complaining unless absolutely necessary and unfortunately on this occasion I feel sad that i have to.

Visited this place for the first time during a morning toddler session and we had to wait around 10 minutes on arrival to be served, as someone had trapped their foot down the side of a slide and broken their ankle. They were understaffed, with the 'manager' physically running between front desk and cafe counter. We paid on the door. £26.70.

On finally getting the rubber bottomed socks we went into the chaos of adults and toddlers falling around all over the place, adults landing on toddlers, toddlers falling down gaps and wandering around on high ledges. Our 3 year old went up to a jumping ledge to jump on an airbag and almost fell down the gap close to the edge. If we hadn't caught her she would have been seriously injured.

She then proceeded to go on one of the slides and because of the rubber bottomed socks her feet stuck on the way down and she ended up tumbling down quite dramatically.

At this point we were massively worried about safety and felt there was no point continuing and after 20 minutes we kindly asked for a refund. The manager Joe refused. We asked why. He said it was policy and we had to ask for a refund via email...but said it wasn't guaranteed. What?! We asked to speak to his manager and he refused. After quite an uncomfortable, upsetting and stressful experience they wouldn't refund the money we literally paid on the door. The money we paid no less than 20 minutes previously. Never in my life have I experienced such poor customer service in such an unsafe and dangerous place for toddlers.

As an adult it's great despite the socks causing you to lunge forward on the slides but for toddlers?

Families kept coming in, one after the other and we were sure there were too many people in there and there was no way of monitoring how many adults and toddlers were dangerously tumbling around, due to being worryingly understaffed.

We had no safety briefing.

To make matters worse we couldn't get back into our locker and when my wife went to ask for assistance from the manager who battled us persistently not to provide a refund, he completely disregarded it and went to serve someone in the cafe.

Since this review we received a full refund the following day as 'a token gesture' but no apology.

I would NOT recommend this place for toddlers under any circumstance or for people who want a positive customer service experience.

Absolutely outraged. I left with a knot in...

Very disappointing. I booked the Burnley venue to host my 6 year olds birthday party and made the payment in full as per the terms well in advance of the party. We and the majority of the party arrived prior to the start time as mentioned in the confirmation email. This is where it all went wrong. Half of the group were told at less than 5 minutes till the party started that they weren’t allowed on the park until the party start time, whilst the remainder spent 20+ minutes in the general queue waiting to be checked in whilst missing the party. I raised this with a “manager” who basically told me it was above them, she was also the only person on the till / getting people into the park. I asked for someone who would be able to make a decision for the business to call and here we are three days later me having to chase to speak to someone who isn’t available and has no name… I would highly recommend you avoid this place for parties as once they have the money, they don’t care!!

Update - over a month of trying to get someone at this business to speak to me and still nothing other than an email saying I am wrong. This business then reply’s with the below. They have ZERO interest in anything other than money. Below response is nothing more than something to make it look like they care, it is...

Visited a few weeks ago and can say I will not return. As I entered the whole building smelt of smoke to the point where it made your eyes water; I’m assuming this is due to an oven of some sort.The slush machines smell off, as if they haven’t been cleaned in a long time…. As I went in the bathroom the women’s toilet was severely clogged and the toilet was overflowing I spoke to a manager and told them the issue and got a reply saying ‘ oh right ‘ and I later went back into the women’s toilets thinking this issue would have bene resolved however it was not. The people supervising the park where all sat in a bunch chatting and not paying attention to anything that was happening at all to the point where children were asking me if they were allowed to do this or that ( obviously thinking i was a supervisor ) I was extremely disappointed in my experience due to the lack of supervision on the park and the lack of management. Lastly, the cafe staff were clearly very busy due to time of day and looked distressed and overwhelmed, even though this was occurring and the managers were free to help they didn’t make the effort to hemp out not to help out. they still chose not to help out. As a customer, I felt disappointed with the managers for not helping the staff...