Oxygen Croydon — Attraction in London

I will not delete my original review but I am changing the star rating from 1 to 4 because Kaci has gone above and beyond, reaching out to me through email and trying to make things right. Shes offered a refund and another visit on their tab. I have since received the refund but I am still thinking on whether I should change my mind about visiting. Its my child's birthday next week, I would have loved to hold it here but am still raw from the experience.

I do not wish to visit this place again. I have had very bad experience with the staff in the canteen today. I booked my ticket online and was offered to add VIP meals for both the Adult and the Kid. I went on the counter to ask how it works or how can I get my meal. I spoke to Paullette. She was cold and unenthusiastic, like she did not like seeing me. She didn't not answer my query. Instead she gave me a meal flier and walked away. I was left there waiting. Then I had to ask her, "you were serving me, what happened"? She asked me what do you want to order? I told her, I don't know as I ordered my meal online and there were no specific. She showed me a page with kid's meals. I told her, I would take the skewers for the kid, and I asked, where are the adult's menu, she showed me a page that had pizza and hotdogs. I was so disappointed that's that was all I could order for a VIP order. I told her i do not like any of this meals. At that point I saw orders with chicken coming from the kitchen, I asked her if It was possible for me to order chicken with my meal. I don't remember exactly what she said to me, but she did not confirm that I could get chicken with my meal. I wanted to cancel my meal. But then, my kid is autistic and fussy with food so I changed my mind to just have the margarita pizza for my kid and hot drink for me. She asked me for my table number.. I wasn't aware I am supposed to give her a table number, so I gave her the one closest to me, no. 4. At this juncture I was under impression I could sit and I would get served... I sat and waited for my order. I was brought a cup of coffeee with sides dripping..I couldn't drink it... It doesn'trake much to wipe sides of a cup if coffee spills over. She did not make an effort to deliver great experience. There was also menu on the table, which on the other side I realised that chicken was available, its just Paulette that was utterly unhelpful to me earlier on. At this point I was already upset, I asked for someone else to serve me, as Paulette does not look like she's enjoying serving me... The girl that spoke to me seemed very friendly... it looked like my order was going to ge fixed, only for some unfriendly person to come to retort to me, you cannot have both orders, you have to pay for one. I never wanted both orders...I wanted my chicken and since my kid is autistic and had already heard about the pizza, he's busy waiting for the pizza,which I had offered to pay, ... I am getting left with very bad taste in my mouth at this point My kid's meal included ice cream. I have been patiently waiting nearly an hour for the ice cream, so I ask the lady at the counter, for my kid ice cream, she tells me, you are supposed to get it from there.... When. I go at the ice cream counter, I asked for the ice cream, explained it was part of order only to be met with hostile reaction, "what do you want, I want to go home" at this point, am bewildered. It looks like am being punished for raising concern earlier on. And this is coming from the girl that had been super friendly earlier on, I don't know what went down in the kitchen but her eyes looks at me disgustingly... at this point am done... I couldn't take it... I walked away and left the ice cream. I don't plan to ever spend my money here again. The staff need training on delivery of excellent customer service. And your attitude to customers is part and Parcel of giving this...

DO NOT BOOK THE BIRTHDAY PARTY PACKAGE! The venue is great for an occasional visit. Although more can be done to ensure everyone adheres to the rules and remains safe, it’s a great place to be a child. As most, last year we did not have a birthday party for our daughter’s 6th birthday, so the focus this year was to have fun with her friends and decided to book this package (£ 26pp). The free jumping session was ok, the party after was a complete disaster. There is an allotted time of 30 minutes for the “party”. Clearly, they were running behind, staff did not want to be there. We spent the first 15 minutes trying to find out what’s happening– where can we go, who can provide information, which room is allocated to us, when is it available? We lined up 10 hungry hyped kids, parents and belongings and settled in the room. Pizza and slushi was delivered (advertised as “unlimited”, which is a complete lie). I had to ask twice for the ice cream – delivered too frozen to eat and not enough spoons. Had to ask for the cake 3 times. I also cleared the table and room myself. The cake was delivered, but no plates or cutlery. When I went to ask for this, the second person in the kitchen looked at me, but spoke to their colleague ”They need to get out. Now. There is another group, and they need to get out “.And this is where things went from bad to worse. The staff are clearly stressed and rude beyond comprehension. Myself and my husband were left gobsmacked – not only were told we can’t present the cake, but this was done in rude and aggressive manner. The time we spent pleading with them to let me serve the cake as it is their fault we’ve ran out of time, would’ve been enough to do it quickly. Instead, the staff marched in the room and “removed” the children and parents. They ordered everyone to leave whilst clearing everything in black bin bags. No please, thank you, no smiles! Just grumpy rude barking at everyone to “get out” I was so embarrassed. They moved us back to the café – busy, noisy and in the middle of high traffic area. We then had to wait for tables and chairs. Left some plates. No cutlery, no knife, no napkins. So once again we ran around to find what we need, knocking on kitchen doors and chasing random staff. We sang a happy birthday song in a hurry, and everyone left. I was unable to even get to my own daughter – I was busy looking for a knife whilst my husband ran the other way to find cutlery The mood among the parents and children was somber! People couldn’t wait to get their kids and leave. This is the first of 7 birthdays that we did not get a chance to take pictures of a happy birthday party. I had a conversation with the manager after- not much help. Called head office – waiting on their response. Nothing they can do can make up for the awful experience and the ruined birthday party. A lot more can be said – cold pizza, not working tv, chaotic environment, corridor dangerously cluttered with parents and clothing for the different party rooms. We host birthday parties in a similar setting yearly and I can see the difference – they had no idea how to manage their time or speak to customers. Because, at the end of the day, we are customers, who paid for certain service. Wish I had taken the kids for jumping session and...

IF 0 STARS WAS AN OPTION I WOULD'VE GIVEN 0......

I booked a peaceful play today for 5x children with additional needs, BUT because only 1 of them had proof of why they needed it they refused to let my other 4 jump, even though my booking went through and the reception gave me my bands and said all done. the staff was NOTHING but unhelpful. The manager kept blaming the fact they don't allow unless they see proof of a disability BUT the peaceful play on the website states NOTHING about needs proof but only states for children who prefer a peaceful environment which my 5 needed and needs. I have 1 sibling with my booking who can't come to a free jump without their cousin/sister safely and on their own. To say I'm outraged is nothing to what I'm feeling, my 2 children are under 5 and 1 has a autism diagnoses and my other is awaiting the assessment but is showing trates but because I had 0 proof he has it I wasn't allowed to take him in. NO where does it say that I need proof or the fact I couldn't be allowed to jump for that reason. The call center you phone to speak to somone also told us it would be absolutely fine as we explained the situation, the manager said theyre not to do with us? So why notnjust go direct to oxygen at croyodon instead of a middle man who apparently doesnt no the rules? My niece who is 13 & 8 both need this session as she can't cope with the music and the loud crowd's that will be in a normal.jumping session, when we explained this to the manager her response was "come after school it's quiet" even though we had told her we wouldn't be able to safely let her jump through a normal session. Honestly I'm disgusted I'm even having to write this about a company that apparently to all they can to help SEN families to be able to enjoy the sessions in a safe environment. We was offered 1 hour free session. Speaking to the manager (who was rude throughout.) and asking why my sister and her children was questioned as to why or if they had proof the response was they're was no proof of the disability or condition the children had. ABSOLUTELY disgusting they are discriminating against families with siblings who have asd and need the peaceful jump to be able to enjoy a family time but they won't allow unless you have evidence you need it. The manager stood there and agreed and said 'it's not us it's head office'. I watched the reception girls as they checked everyone else in and NOT one if them asked anyone else for proof, yet apparently they ask for it with the booking. Honestly it was just lucky that kidspace next door was open as this caused a massive meltdown in the children, a day where we have had to prep the children for the change to our normal routine to included a treat to trampoline Park but instead it was a meltdown outside the trampoline Park and a massive change to the routine. I've had to spend even more money out, places like this isn't cheap & to have to pay another amusements for this sake was absolutely disgusting, it was a complete waste of petrol & time. Its an absolute shame as i have heard the parties are good here but i will not be booking and I will NOT be returning....