Orbital Trampoline Park — Attraction in England

When we got to the venue there was shaggy. It wasn’t me blaring which has inappropriate lyrics for young children. We went at 4 pm on half term And the music was inappropriate for much of the hour we spent there. After being at the venue for around 20 minutes, the children were told that they couldn’t jump in their trampoline socks because they were not orbital socks on speaking to the staff. They claimed that not wearing orbital socks would invalidate their insurance. This is not something I’ve ever encountered before or orbital or any other trampoline park. I asked the manager to show me the insurance document Which he promised to do but it was never produced instead he made me wait for 15 minutes to just show me their waiver and a British standards. Paragraph nothing to do with their insurance. I left my email details and they promised to send me the insurance and that still has not happened. The place Is Dirty with stains and marks and grubbiness on the floor as you can see by the pictures? The café area had multiple tables that had rubbish where no one had bothered to clean it all up. All in all it’s a dirty venue which plays entirely inappropriate music considering the vast majority of people Are young children And they try and rinse the parents for yet more money to buy their socks. Awful venue definitely won’t be going back. There are much better trampoline parks there are much cleaner. Although there is a safety briefing, there was no member of staff in attendance To make sure that people are paying attention and there was nothing to show that anyone that actually sat through the briefing which I’m assuming would also invalidate their insurance but they don’t seem to care about that because it doesn’t make them any money.

With regards to your reply there are other reviews which also comment on the innapropriate music being played and the lack of cleanliness of the venue so this is not an isolated incident and you clearly haven't listened to previous feedback you words are empty as you don't follow them up by taking any action.

With regards to the safety briefing there was no member of staff in the room, as stated surely this is a bigger safety concern than kids wearing trampoline socks just not of your brand but as it gets you no money you don't bother to enforce it.

With regards to the insurance document the point I made with the manager is that whilst I can understand why you need trampoline socks I didn't;t understand why you had to have orbital ones specifically. I've been to Orbital and other trampoline parks in the past and this has never been an issue. The manger told me that it's part of your insurance and said he would show me the relevant place where it says this. He didn't;t do so and it's still not been forthcoming. He showed me a waiver and referred to a PAS 5000 which is a BSI standard for trampoline parks but none of these showed anything to say that a trampoline park must have people use their socks or that not doing so invalidates any insurance.

To be honest your response is what I would have expected, you take no ownership for the issues, nothing will change you'll just continue to loose customers as there are other cleaner, better organised...

AVOID if you have children , not children friendly.Rude ignorant staff. No common sense. The level of communication of this place is ridiculous . From the moment you get in till the moment you leave you have no idea what you are supposed to be doing, there is no direction or instruction on what steps to take. As others have said the staff are rude and ignorant . 0 common sense.

To explain in detail here is what happened .

Entered, paid , was told nothing else apart from here are your wristbands, wristbands now attached, was called back as they put on the wrong wristband, ( fair enough.)

Now at this point there was NO MENTION of a health and safety video at all. No instruction or further step given.

So now that they replaced the wrist band my 3 year old son who is autistic started playing on the various smaller trampoline. Now around 5 mins in to playing I was approached and told a health and safety video must be watched. I said that’s fine but they said my 3yr old son HAS to watch it! I thought Why? What 3 year old can even understand a health and safety video anyway? I said if I take him off now to watch a video he doesn’t understand he will scream this whole place down and the H&S session video, ruining it for everyone .

Took him in, he was yelling kicking and screaming , thinking that we are going home not understanding that he needs to watch a health and safety video before being able to jump on. What 3 year old understands that ? None.

The video session started as and I said to the young rude ignorant girl starting the video , that no one will be able to hear anything . Around 1 min in to it . She called me out of the room, I said to her with humour , I told you , no one will be able to hear anything, she then said “ you still can’t go on to the play area your 3 yr old still needs to watch the video” so I said are you serious? It’s not as if he can understand anything anyway what’s the point ? It’s like giving a blind person a book, what is the point?

Anyway she said he will have to go in again after everyone has come out, which to I said, “ I don’t think so, you want my son to cry outside while everyone is watching this video, then put him in the room again to watch a video that he has no clue what it’s about and will screen throughout the video anyway?? No , we go inside now and carry on watching it “

When I went in the room the little girl out of stubborn mess wouldn’t start it and I refused to leave the room. In the end , he cried through the 5 min video , and was then allowed on, am sure he learnt a lot from watching a health and safety video, how pathetic .

The point is. They FORCED A 3 year old autistic child to watch a health and safety video and then tried to punish him further by making him wait for a 5 min video to finish and then essentially lock him in a room watching another 5 min video crying his eyes out?...

I booked a party there for 16 kids. It was all disorganised from the beginning, they waisted our time in the beginning trying to get their list of kids in order so we were told we lost 20’ of the time in the trampolines(had booked for 1 hour), they showed the videos twice so we lost time there too from the actual trampolines. Then the party hostess wasn’t there when the kids came to the table to eat and they were all thirsty and the drinks weren’t ready on the table for them. On top of that, the hostess came with 4 pizzas, medium sized. In their website they are advertising large sized pizzas.in their website they should say their “large” pizza how big it is and they should advertise it with photos. Emily the manager came she just said I should order and pay at the time more pizza from the cafe but it would take time to arrive and I would have no time to even cut the cake!!! The manager left us all speechless!!! Kids ended up hungry as the amount of pizzas were not enough. Emily was her name and she didn’t solve the problem, she said she is sorry and that was it!!! I was fuming as the booking for the party is not cheap and I ended up with a party of 16 hungry and thirsty kids and with their dissatisfied parents. By the time we needed to cut the cake the stuff told us we only have 2’ to cut and give away the cake and they basically kicked as out of their room not letting the kids eat their cake. I had no time to give the cake, party bags and say goodbye to my guests. Overall really disappointed with their service. Everything was disorganised and deeply disappointing. I had no words to say to the parents how sorry I was for letting their kids hungry!!! What a disaster! I had booked parties before there in the past but I will never ever again book another one. Not making the same...