Flip Out Lakeside — Attraction in Great Britain

Worst place to take your kids - stay away from Lakeside - Thurrock! I actually don't even want to give them any stars for this review, but that's not an option... Terrible service, don't waste your money booking a birthday party for your kids at this place, my daughter was left in tears!!! It's poorly managed by children who have no management experience and poorly trained staff members who are very rude and abusive towards customers (they also need training on Unconscious bias). My daughter was attacked by an adult at this place during her birthday party and the management didn't do anything to resolve the situation. It's not a safe place for your kids to run around and enjoy themselves either. My friend's daughter was injured on the slide and third was verbally abused. Despite my concerns, the manager's assistance was limited. Frustrated by the lack of support, I ensured my children stayed away from the woman while waiting for the manager, who seemed reluctant to address the issue. As I waited, two staff members approached my friend, siding with the woman's version of events. Despite their claims, none of the staff were present during the incident, yet they chose to take sides without proper investigation. We firmly reminded them that they couldn't pass judgment without firsthand knowledge of what occurred. The situation escalated when the woman and staff persisted in accusing my friend’s child of rudeness, further distressing her. Even when the woman's partner urged her to apologize, she refused, leading to a futile back-and-forth. Eventually, I removed my family from the chaotic environment and my friend decided to involve the police. When she attempted to report the incident to the police, Flip Out staff intervened, claiming they would address the matter internally. However, their assurances did little to alleviate my concerns, as it seemed they were more concerned with resolving the situation quietly than addressing the underlying issue of customer mistreatment. Ultimately, I felt that Flip Out's management failed to take my complaint seriously and neglected their responsibility to ensure the safety and well-being of all patrons, regardless of race or background. It's disheartening to witness favoritism and unfair treatment within a children's environment, where every child should feel safe and supported. Furthermore, it was concerning to learn that other parents were being influenced by staff members, exacerbating an already tense situation. Such practices not only undermine trust but also contribute to an unsafe and unwelcoming atmosphere for children and families.After we handed over the matter to Flip Out's management, trusting their assurance of a full refund as a gesture to resolve the situation, we agreed to leave. As I was leaving a man approached me and was shouting at me, they didn’t protect me from him as he was about to attack me either.! The following day, we were shocked to receive an email stating that we would not be receiving a refund. The email claimed that Flip Out had conducted an investigation into the incident, but I strongly believe this did not occur. It appeared to be a tactic to hastily deal with the situation and avoid further involvement, especially after we had initially contacted the police for assistance. This disregard for their promise only compounded our frustration and disappointment with Flip Out's handling of the entire ordeal. Furthermore, it was evident throughout our interactions that the staff lacked experience in dispute resolution and exhibited unconscious bias towards us as Black women, further undermining our trust in Flip Out's ability to address such matters fairly and impartially. Additionally, we were falsely accused of wrongdoing after Flip Out's investigation, adding insult to injury. In conclusion, I urge Flip Out to reevaluate their policies and practices to ensure a safe and inclusive environment for all patrons, prioritizing the well-being of children...

On 6th July, I attended FlipOut Lakeside along with my daughter, her friend, their younger sister and parent. We booked the x 2 Mini Flippers session tickets + x1 child ticket for toddlers up to 5 years old with no issue and attended on the Saturday afternoon. Around 15 minutes into our session, we were approached by Reese who questioned how old the youngest child in our group is. We told him she was 14months old in which he said she’s too young to be in the jump area and that there is no designated soft play area for her age group despite booking the mini flippers sessions. We was very confused by this as we intentionally booked this park and session because of the age range of the kids, the website does not clearly state or show that there isn’t any specific zones for smaller children or that the minimum age is 18 months. The soft play area is actually available for use to all rangers and quite honestly looks appropriate for kids and adults much older, at least 8 years old+

Reese apologised for the confusion and ensured that we would be refunded for x1 of the Mini Flipper bookings (1 adult + 1 child) as they both could no longer participate and could only spectate. He advised that I should receive the refund within 14 days. He also advised if I hadn’t received my refund within that time, to contact the centre and it will be resolved. The refund was not received in this time.

After battling an automated service, call drops and a wait - I followed up by calling the customer service line on 2nd August and spoke to Shay, who then advised me that I would have to wait a further 14 days for the finance department to process my refund.

It is now the 15th of August, 40 DAYS (almost 6 weeks) since the booking and I have STILL NOT received my refund.

I am absolutely disgusted by this service and obvious attempt by this business’ attempt to avoid issuing their customers refunds which are owed.

I’m now going to have to contact my bank directly to retrieve my funds owed as clearly this company cannot and should not be trusted.

UPDATE: For fairness and transparency - Since posting this review, I received a call from the venues Manager, Krystal, on Friday 16th August - who was apologetic about the lack of contact and the delay in resolving the issue stating that she had been away on annual leave and wasn’t aware of the issues until seeing my google review. She reassured me that she personally made sure my refund would be processed and I should receive my refund on Monday. The refund was finally received into my account the...

I am extremely disappointed with the experience we had at Flip Out for my son Albie's birthday party on 3rd May 2025. Despite multiple communications and confirmations well in advance, the event did not meet expectations, leading to frustration for both us and our guests.

Upon arrival, the reception team was unaware of our party booking, even though all guests had arrived 30 minutes early and completed the waiver forms. We were forced to wait 45 minutes, and two parents were even denied entry as part of the party package because the staff had no record of the booking. We had to show the email threads between us to resolve the situation, which was inconvenient and unprofessional.

Our package included a host to guide us throughout the event, but we found ourselves repeatedly searching for the host. While I understand that the host may not have been entirely at fault, the design of the package, with only one host for a large group, was clearly insufficient. This made the experience much more stressful and disorganised than expected.

Additionally, the package promised sweet corn and fruit shoots for the kids, but only juice and water were provided. We had to ask multiple times for refills, and each time, we had to go searching for the host. We were also promised a 50% discount for all children on future visits, but this was not honored.

The food quality was another issue. The Margarita pizza was burnt, and the chips were both burnt and spicy, which was unsuitable for children. To make matters worse, the food orders for kids and parents were mixed up, and the staff had no idea which order was for whom, leading to unnecessary confusion.

I had high expectations for this event, but it ended up being disappointing and stressful. Having attended other well-organised parties in the past, I was shocked by the poor service quality at Flip Out. It seems something has changed, and not for the better.

I am giving 2 stars because the kids did have a good time, and the pre-event communication was excellent.

Suggestions: I believe that for children under 7 years old, parents should be allowed to accompany their children throughout the event. The current arrangement, with only one host for a large group, is clearly insufficient. It's clear that Flip Out cannot cater to larger groups effectively and should reconsider...