Jump Inc by AirHop Adventure & Trampoline Park Lincoln — Attraction in Lincoln

We attended Jump Inc Lincoln today as a family party wanting to use the ninja warrior course! We checked in, started to use the trampolines - several were closed off, and a member of staff told us that we couldn't use the board to jump onto the inflatable as it was closed. A wonderful member of staff then made the effort to come over and tell us that we couldn't use it yet as they had only just turned the inflatables on and so needed to wait for the landing to inflate and then we could use it later on. We moved onto the inflatable course, not one of the slides allowed you to slide, you would have to shuffle down them which I would think is due to needing a clean. We then went to get a drink and some food whilst waiting to use the inflatable in the trampoline area and the tangy then told us our time was up. I questioned this and 2 members of staff gave the response 'it's been an hour' - I showed both members of staff that the booking states we had unlimited time as long as capacity allowed for it, and considering it was our party and one other, I wouldn't have thought they were at capacity. One member of staff said we don't do that but then afterwards they then asked their manager and came back with the response 'you can stay as long as we are open'.

On top of this, we asked about using the ninja warrior course and one member of the party said it was closed due to lack of staff, and the other member of our party was told it was due to a leak in the roof on a dry day. We questioned why we weren't informed and that we had all paid full price to use it to which they said you'd have to pay that price to use the rest anyway, rather than 30% of the activities we're closed off and so we should have been informed or discounted.

We didn't have a good experience, but the one lady that made the effort to come and inform us of the soft play for the little ones and that we would eventually get to use the inflatable jump pad was wonderful and went above and beyond.

Other members were smoking outside as they had only just opened and followed us in and continued with the poor customer service and lack of knowledge of the companies policies.

A real let down when we had travelled specifically for the ninja...

The actual venue is great fun, lots of variety, but they MUST overall the front desk. We arrived at about 9:05 to go to the hour long toddler session, but we were queuing for 20 minutes. This was followed by a 5 minute safety video, so all in all we only got into the venue for 25 minutes. It wasn't even too busy, and it wasn't the staff that seemed to be at fault for working slow, just that the system was slow and took ages.

There were two queues; one for pre-booked and one for arrivals, but it wasn't designated but got a single A4 sign which led to confusion. The two people in front of us hadn't pre-booked like us and so completely slowed down what was supposed to be the fast lane for those that bothered to get ahead of the game.

I think the part slowing it down was the need to sign the waiver, but this could be done by people online before arriving. Even so, they could find a way to allow people to do this in the queue while waiting. Either way, you have to wait for a long time before getting in which eats into your time.

The only other thing that I'd advise them is to disable auto-fill on their forms as quite often the iPads facing the queues would throw up a number of people's email addresses which I'm sure shouldn't be happening.

Don't get me wrong, it's a brilliant place and I'm glad that they brought it to Lincoln, but I beg them to do something about the...

Let’s start with the cons before the positives.

Cons Highly disorganised Long queues for booking in and ordering food and drinks No-one seemingly taking authority Toilets are not signposted at all Toilet bins overflowing Toilets had water over the floor (as kids running in and through the dirty water with their ‘Jump Inc’ socks on and then back out on the play equipment again) No child friendly secured doors to exit the complex (kids can just wander in and out of the building at will) Very young workforce who appear to lack the customer service skills/experience to deal with said queues, complaints and information giving. Most look fed-up, overworked or happy to just chat with each other instead of being aware of those on the trampolines No checks on delivering the right food to the right table even though they give out numbered spoons with orders (someone ‘stole’ our sons food order when they claimed it was theres which I then had to re-queue up for resulting in my food going cold in the interim and my son only having enough time to only eat half of his meal)

Pros My son enjoyed it.

Very disappointing experience to which I felt compelled to write this review which I very rarely bother doing.

Jump Inc seriously needs some effective management and training protocols...