Oxygen Rayleigh — Attraction in Rochford

So I booked a medium tier Party package, on a Saturday, for about 13 kids mid February 24.

I'll say the good bits first.

The park is a decent size, everything appeared to be working correctly, it wasn't over busy for a Saturday, and the kids had a great time.

The bad bits unfortunately were around the hosting of the party, or lack of.

When we got there, we didn't seem to be on the list dispute booking the month prior. Don't know if that was just a print out error or where it began to go down hill.

As part of the package we were offered a t-shirt for both birthday boy/girl from a range of colours. Then we were told there were only one colour and it was 2 years too big for both of them. Kind of had to haggle to get a slip of paper to come back another time to get the correct size t-shirt. Then the kids were released from the waiting area straight into the park. Host disappeared at this point and we were left to work out where our table was luckily they had a digital halo with thier names on above a table in the corner. We then spent ages going round telling the parents where they could sit and what they could do etc. The cafe was full so a few of them were ABIT lost and confused if they could go and see their kids jumping before we spoke to them.

At this point my 18 month old was restless and I had to give him to my brother to take into the soft play that I had paid for, as the kids were already hot and walking round aimlessly for a drink as they didn't know where the table was with the juice.

Then we were set up for a while with everyone knowing what they could do and where they could go, but we were 20 minutes into their jump by then. While i fed the little one, the host approaches to apologise as there is only one king/queen chair for the table, and unfortunately we have two kids birthdays, and the option was to not have one at all as it was unfair otherwise. Not a big deal but a shame as it wasn't a surprise there were two birthday children, it had been on the booking for a month.

Eventually the kids came back for something to eat and sat down next to a tray of slushies that had been sat there for about 15 minutes on their own and had already melted a reasonable amount. No sign of host at that point so we just handed them out while they were still just about slushies. Eventually the host turned up and the food was placed on the table and the host was asked if there was sesame seed in any of the food for allergy reasons. He said he would ask. Food was left there for the kids to tuck into. Luckily the kids dad was there to prevent them touching anything and already had an idea the tortilla chips would likely have sesame seed. Host comes back 10 minutes later and we asked about the sesame seeds and he had forgot to ask so disappeared again. Come back about 5 to ten minutes later and said, 'dont have the tortilla chips but the rest is ok'. I don't really need to say anything more about that, just very lucky the kids dad was there and had prior knowledge, as that could have gone horribly wrong.

Got to about 15 minutes before the end, so I asked when we should do the cake. Host almost seemed surprised we had a cake, and told us we should probably hurry as we had about 10 minutes before our time was up.

Luckily the kids had no idea about all this and had a lovely time. But as someone paying for the party, I felt like I hosted the party myself for most part, and the sesame seed thing was a serious issue that worries me.

I didn't have the heart to tell the host my views when he asked at the end. He was only 18 and I think originally it was ment to be a different host and he was given it last minute. But I wouldn't book a...

Disgusting experience. Will never return.

My daughter attended a session at Oxygen Rayleigh with her nan, and what followed was one of the worst customer service experiences — from floor staff, to management, right up to head office.

About an hour into her session (1.5 hours session), my daughter was told to “GET OFF” the trampolines by a staff member — with no explanation given. She was understandably confused and spoke to her nan, who told her to carry on playing, since she hadn’t done anything wrong.

Shortly after, a second staff member again told her to “GET OFF”, still offering no reason. Eventually, after pointing out the staff member, her nan was told it was because she wasn’t wearing “Oxygen-branded” socks — despite her having proper grip socks that were bought at this exact venue when it was still called Base Jump.

What made this worse was that other children were wearing Base Jump socks too — yet only my daughter was pulled off, and she still had 30 minutes left in her session. To speak to a child like that is absolutely shocking.

My mum then had to wait in a long queue and pay for Oxygen socks , so my daughter lost playtime.

When I arrived to collect them and spoke to the manager, I was met with complete rudeness, no apology, and a refusal to give her name — claiming it was “company policy to protect staff.” Luckily, she was wearing a name necklace, so I found out anyway.

I took a photo of the admissions policy, which clearly states “jumping socks must be worn” — it does not state Oxygen-branded socks. When I challenged this, the manager pointed to the small print buried in the terms & conditions after checkout. That’s not good enough. Who reads the small print?!

When I said if it was health and safety issue then I could appreciate them asking her to change her socks, but even then it needs to be dealt with in a nice way, not just say “GET OFF”. This ‘manager’ then tried to say it was a health and safety issue. But if it truly were, other kids wouldn’t have been allowed to jump with the exact same socks. This wasn’t about safety — it was a money-making scheme!

I also questioned why transactions are still showing as ‘BASE JUMP’ on the bank statement if they’re now a new company. The manager claimed, “Oxygen is a completely new company, nothing to do with Base Jump” — which is clearly not true if all payments still come through as Base Jump. That’s misleading, dishonest, and a complete lie.

To top it off, we ordered an adult meal deal that clearly includes ice cream, but staff wrongly said it didn’t and didn’t provide it — another example of poor training and inconsistent service.

When I tried to call head office to escalate the issue, they hung up on me the moment I said I wanted to make a complaint. Not even a chance to explain — just total dismissal.

Between the way my daughter was treated, the false policies, the lies from management, and the complete lack of accountability from head office, I have no choice but to post this review.

We will never return, and I urge other parents to be extremely cautious. This place cares more about squeezing extra money out of you than providing a , safe and fun experience for...

AWFUL CUSTOMER SERVICE . UNTRAINED STAFF. UNORGANISED STAFF. SOME STAFF HAS LACK OF SOFT SKILLS. We have booked an ultimate party which looked promising on the ‘paper’ only. First of all, staff were unorganised, they were not aware of what is included in the chosen package - each time I was asking a question the girl assigned to our party was running to ask someone else because she didn’t know what to tell me. Apart from that, there were so many other little things that looked strange - they said that we have a pizza party however we were not told about what options actually we have and they never asked what we want to choose. Also, when we have booked the party they said they will provide bags of sweets for each kid, then on the day of our party they said that actually will be cupcakes but in the end there were jelly fruits bags. :) However, after all described above we didn’t say anything and the important thing for us was that our son was happy, UNTIL today. With the ultimate party the birthday kid gets a 30 days pass which we’ve decided to start using today. We got there and gave this pass to the receptionist girl who OF COURSE didn’t know what to do so she went after someone else. Finally we were checked in and I looked at the clock to see when the one hour starts, it was 16 and 20ish minutes. I went upstairs, my son went to jump. At the 5 pm my son comes to me and says that he was told to leave because the session expired. I have explained them that we should have another 30 min because we started at 4:30 - they said ok. At 5:30 I went downstairs as I saw my son coming to me, we went to the lavatory and when we came out a girl was waiting for us to say that actually I did lie to them and we had to leave at 5 because we signed at 4 o’clock . I said to her that I checked the clock and it was 4:30. She was like a robot telling me that she signed me at 4. I didn’t want to argue so I said to her that we are leaving anyway and to give us back the 30 days pass voucher because she didn’t. Then she again like a robot said that she gave me the voucher back and I probably lost it. I was shocked of how confident she was lying. I asked were I could loose it, and in front of her I checked my bag and jacket to see if I’m losing my mind. Then I got so frustrated and upset that I asked her to call the manager and check the CCTV which they have straight above the reception desk to see if she really gave it to me and if so I will apologise. At my request she just looked at me without saying anything. In this moment a manager approached us and I told her all the story and she gave me another pass. We left. When we got home I checked google maps history as I was sure that we left the house at 4 pm so we couldn’t be checked in at 4 at Oxygen Rayleigh. Result: google maps history shows that at 4:57 p.m I put in the direction ‘Oxygen Rayleigh’; 14 min is from my home to Oxygen, about two min I parked and a few min they took to sign us up. So, how is it possible that at 4 pm we were signed in? And what was the point of me “lying” that they didn’t give me back the voucher if an expiring date is on it and you are checked in any time...