Jump Adventure Trampoline Park — Attraction in Newport

I booked a child's party at this venue and telephoned first to ask if it was 2 hours of jumping followed by a 45 minute party room lunch (10-12.45 expected) as the website was vague... I was assured on the phone the party was for this duration and 12.00 seemed ok for the lunch. I booked online and then received a conformation of 10-11.45 (with lunch served 11.00-11.45). I had already sent out invites and it was too late to rebook an alternative, so I stuck with it as the reviews seemed reasonable. I struggled with the online waiver and other parents did too, with some of us having to do it on the day, this got an unfavourable reaction from the staff. When I turned up, I was first in the queue and with a party of guests, but the few staff who had arrived actually broke off from serving me mid sentence to take money and process new customer who had turned up on spec. The advertised list of services included a host and supervision. A minimal level of hosting occurred which was limited to delivering food, turning on a video, but mostly hurrying us along to leave so the next party could come in. Supervision on the jump floor seemed to consist of only intervening when a person tried to jump without the special socks (presumably a revenue source). during the party I struggled to find staff to answer questions etc because the low staff levels were committed to booking in as many new customers as possible despite the venue having 2 party bookings in attendance. It proved impossible and quite stressful to track the guests and run the party room, which was the opposite of what I had hoped for when booking the party. When the food turned up only 2 from 11 kids ate it and most of it was left, it must have been pretty bad if 7 year olds wouldn't eat it (chips/pizza/nuggets). This didn't matter because 15 minutes after serving it the staff arrived to start hustling us out of the party room, so there was no time to eat the food anyway. By 11 the jump floor was so busy virtually every area had multiple kids double bouncing and doing all the things the safety videos warned of. The kids from my party were crowded off the apparatus and bunched together resulting in one girl losing an adult front tooth. The parent reacted quickly and rushed her to the local hospital, but complained of poor ineffective staff reaction. An additional parent found the tooth and 15 minutes later the duty manager reacted and interviewed parents of members of my party who had witnessed the incident. AS I was leaving, I tried to catch the eye of the 'host', to say bye and let then know we were going, but was once again blanked and ignored (no surprise there)as they continued to book in fresh meat. I was telephoned the next day by the general manager, but she seemed only interested in establishing if I had witnessed anything and would complain. In summary I would not return to this venue as I felt ignored and was under whelmed by the standard of the product and felt it differed from the online description. The food seemed especially poor and I also have genuine safety concerns due to the lax jump floor supervision and the overcrowded nature of the venue (escpecially as the leisure industry is still currently subject to covid restrictions). The jumping was ok initially while it was sensible numbers and the kids liked the slushies....but it went downhill from there...

If I could give zero stars I would. Very run down. Parts of apparatus broken, torn ie... foam pit climbing stones.. one with a huge tear my daughters foot went straight through as she tried to jump off. No balls in basketball part, so found a yellow and green ball for my kids to play with for a staff member to take away as they're not allowed in that part apparently only the dodgeball part. We were then told Yellow and green for dodgeball part and orange for basketball. Yet all orange balls were in the dodgeball part so had to go and ask for them after we had already discussed this with a staff member. Finally playing happily with other children joining in with yellow and green balls of which no staff member removed. The netting from dodgeball was ripped so all balls would come into the basketball part. A 3rd occasion a staff member refused to give us an orange ball as we were apparenyly only allowed 2 orange balls in with us.. which was only explained when said staff member refused to give us an orange back..by this point id already spoken to 3 seperate staff members and the same one twice who denied telling us green and yellow were not allowed in basket ball part, calling me a liar) We actually felt picked on as other kids were in and out with yellow and green balls but nothing was said or removed... only became an issue for my children when playing in there. When I addressed this with another staff member the attitude and response I got was disgusting resulting in me just wanting to up and leave with my kids, which we did. When I asked for complaint details and walked away the girls and acting manager starting bitching about our situation between them. So I confronted them and made it clear that it was not professional and out of order. I will be making a formal complaint as our visit was horrendous £60+ it cost us as a family of 6.. what for...bad attitudes, broken apparatus and a confrontation with 3 staff members on the desk who were very unprofessional. Waste of time and money. Disgusting place and disgusting staff.

Responding to your comment... 2 orange balls only was discussed the 3rd time I spoke with a staff member... and at no point did any staff member ensure the rule of one person at a time.. my 4 children were playing together along with 3 children who were not with us and a staff member was stood near us pretty much the whole time, with this in mind never once did anyone approach us to state this rule, nor did they explain it when they had ample opprtunity to on the 3 seperate occasions that i myself had to approach a staff member. Seems like your staff need a refresher on the rules, enforcing the rules and are in desperate need of customer care training... I would say retraining but basic customer care was non existent. For your staff to enforce these rules you should also ensure the netting isn't damaged nor a gap at the top for dodgballs to get into the basketball area. On our visit today this was one of our many...

AVOID - GO TO ENERGI NEWPORT INSTEAD Well what an awful experience , as a family, we have just had at Jump Adventure, Maesglas retail park. My 27 month old grandson Cairo has no communication, severe sensory issues and other complex needs including a severely limited level of understanding and is currently under investigation for autism. Cairo was unable to tolerate wearing the ill fitting socks provided, now anyone who knows about sensory issues knows that socks are difficult enough without them being about 4 sizes too big. (See pic) We were told Cairo could not use equipment without socks and was offered a refund for Cairo only despite having just paid for Cairo’s 2 older brothers too. With good intentions, I tried my very best to make the most of a bad situation, 1 baby on meltdown as his level of understanding doesn’t allow him to realise the reasons he can’t play and 2 disappointed older children (one of these is also autistic) who are ready and geared up for fun. I distracted Cairo with “Wipe Out” whilst I shoved socks back on his feet and was about to turn on my heels when I realised what is was, a staff member then told me it was fine, Cairo could use it but, she wouldn’t turn it on. Finally we have some teary laughter and Cairo proceeded to jump around and play with the wipe out bar, over comes a different staff member, leans over the side and shouts to Cairo, “don’t push the bar” I keep the bar stationary, Cairo then straddles bar! “Don’t sit on bar”, I remove Cairo from bar. Cairo is now starting to get agitated yet again and squishes his face into end of bar, then comes “Don’t squash bar” Needless to say I had to at that point leave, I could feel myself wanting to remove the bar and do something with it that would have resulted in my first ever arrest. What uncompassionate staff including manager, so argumentative and uneducated. Never again will I take my grandchildren to this place, what a really really horrible experience made worse by a manager who appeared to almost enjoy seeing our troubles judging by her smirking face. We left with a sobbing baby having an extreme meltdown, he’s punched his own face causing bruising and banged his head as two of us had to get him in his car seat. If you have children with additional needs, I surely wouldn’t recommend you go here. Abusive, argumentative, uncaring staff who issue threats dare you challenge...