I'm sure you are aware of what has happened this evening but I thought it would be beneficial for you to hear from a customers point of view.

I am extremely disappointed with the experience we had this evening at your Exeter ibounce. I was dealing with your deputy general manager, Dieter who quite frankly should not be anywhere near management and is an embarrassment to your facility. Since coming here a while ago I did not know the change in iBounce specific socks and at the time of booking it it did not say that it was mandatory however I accepted this and paid for additional socks. Next issue was the food. I emailed ahead of booking and asked if you had a menu and whether you did food and was meant by a blunt reply stating that yes there was food. I asked if the cafe area was open and whether they were serving food and was met by dieter with a very unhelpful response of I'm not sure I'll have to check the stock! Surely if you advertise that you have food you should be manning the coffee shops and serving food. We then went to bounce and the children enjoyed it however we were then told that I wasn't able to sing happy birthday to my daughter with a cake. By this point i was getting a little bit frustrated and again I spoke to dieter and he said that we could sing happy birthday but not have the cake which was fine and understandable.

The food was horrendous and not great but I didn't realise one.id the children refilled his slushie. I was then confronted by dieter again and ordered to pay £4 additional right in the middle of cutting my daughter's cake. Some of the other parents were disgusted by this and said that we didn't realise that we couldn't refill. He stood there for quite a while and didn't really have any response to anything we were asking.

The most upsetting part of the whole evening was that dieter came to me and said that due to his staff being confronted he would put us on a blacklist. I was completely calm and went up to him to ask for an explanation to whom he stated that another member of the public was being rude to him, not anything to do with our party. We new the adult and child in question and explained that the parent couldn't change her socks immediately as her autistic son was bouncing and couldn't leave him. Dieter then left and by this point I handed her my socks for her children. I thought you offered SEN sessions to accommodate neurodiverse people like this?

I know the booking wasn't a party booking but I'm sure you have lots of people who just turn up and use the venue for a party.

As a manager myself and a teacher of children I would not advise anyone to come here with a child with needs. The child was told off for running in the corridor however he was having a meltdown so I do think some further training for the staff would be advisable.

I understand that some of the points I have mentioned are our own doing and I do accept that but dieter was not accommodating or helpful in anyway and to be honest not a good example of how to manage a facility.

It is such a shame and extremely disappointing for my daughter who left feeling very upset and myself very embarrassed about what the other parents had to witness