AirHop Adventure & Trampoline Park Westwood Cross (Formerly Jump Inc) — Attraction in Thanet

Absolutely appalling service. Us parents purchased a party package for our children’s football team to have a lovely Halloween get together. However, nothing was ready, nor provided for us. We eventually got given the party bucket after asking after it. The party host was lovely, but unfortunately was already with another party, and was unable to provide her time for our children as we were told would happen. The children weren’t even invited to play the Laser Tag that should have been provided also. None of the staff seemed to know what they were there to do, and staff “supervising” the trampoline/play area found it appropriate to not pay attention to the children in there; rather stand there talking amongst themselves. The staff proceeded to tell us that we were lying about not receiving the items. We were all quite shocked and frankly unimpressed with how rude and childish the “supervisor” and “manager” were. They even stated that they were two 18 year olds who were not comfortable speaking to a large group, but when we want to resolve all issues, they were abrupt, rude, and even giggling and speaking about the parents behind our backs, disgraceful. We did ask to speak to someone higher but apparently it was a game of messenger and no one senior was available. After asking numerous times about the drinks for the adults, one of the girls came over and smacked one voucher on the table for 2 free drinks and immediately stormed off. We honestly couldn’t believe what was happening. Our two options were to basically deal with it or leave. After a while, the two girls came over and stated that the “general manager” has asked us to leave, and that we would be given a refund in full. Immediately we all got up to leave as asked, but suddenly they were unable to authorise the refund, and we were made to wait 15/20 minutes for a senior member to come to the site to give the refund. This senior member did NOT apologise for how rude his staff is, did not simply ASK what was the issue. The 18 year olds were standing around giving all us parents FILTHY looks whilst we all just waited for the refund to be given to us.

They even called security, even though none of us raised our voices to the staff, nor did we refuse to leave (the security were wonderful, much more professional than the staff in Jump Inc.)

As we have come to realise, members of the party weren’t even asked to sign waivers (especially party members who turned up later, like my son and I) and were allowed to just walk through.

Unprofessional, poorly managed, rude and completely ruined a lovely evening for...

I am leaving this review to express my dissatisfaction with my recent experiences at Jump Inc, which have highlighted significant shortcomings in communication, professionalism, and adherence to stated policies.

On 6th of November, I booked tickets online for myself and my 3-year-old daughter and drove 45 minutes to the venue. Upon arrival, I was informed that we could not enter as my daughter was not over 5 years old. This restriction was not mentioned anywhere on your website at the time of booking. When I queried this, I was told it was a decision made by the manager and that the website information was incorrect. Although I was refunded and provided complimentary passes as an apology, this situation was both inconvenient and frustrating.

I was assured by staff that the complimentary passes could be used during the toddler session on Sunday between 9–10 AM. Based on this assurance, I returned on 17th of November, only to be told upon arrival that the passes could not be used and that I would need to pay the full price. This additional miscommunication reflects poorly on the professionalism of your team and caused further unnecessary inconvenience.

While we were able to participate in the toddler session after paying, the experience was undermined by the decision to allow much older children into the session with 20 minutes remaining. This disrupted the session and unsettled my daughter, which is particularly disappointing as the toddler sessions are already limited in availability and specifically advertised as being dedicated to younger children.

Overall, these experiences were frustrating and fell far below the standard I would expect from a family-oriented venue. I request a formal explanation of the issues outlined above, including: Why the website did not accurately reflect restrictions on age. Why the complimentary passes were not valid as promised. Why older children were allowed into a session designated for toddlers.

I hope you take this feedback seriously and address these issues to ensure other families do not face similar experiences. I would also appreciate any steps you intend to take to rectify...

Good place to bring the kids lots to do, however the cleanliness of the place was disgusting. I have never seen ladies toilets as disgusting tbh. Toilet roll strewn everywhere. every single toilet unflushed some with faeces. Soap dispensers empty the list goes on. I can't comment on the male toilets as I didn't go on there.. but my son made a comment of there being no toilet roll. Upon arrival first opinions of myself and husband were, facilities looked good with plenty to amuse the children however they was not one clean table despite being quiet with only a handful of people sat down. The rubbish from the tables had also spilled onto the floor in most cases. I'm my opinion the staff are all kids themselves and seemed more interested in having their own conversations than supervising the area as they should have been . To me it wasnt a problem as I was supervising my own children. But there were some really little kids by themselves that were climbing up things they shouldn't have been for risk of injury but there was no staff to advise them otherwise. Whilst there my son injured himself and we went to reception for a.plaster, the young girl behind the counter immediately pulled out a first aid box gave.me an antiseptic wipe and alerted a supervisor, who then cam straight away and filled in the necessary paperwork regarding first aid. I think it was his first time filling one of these as he seemed a little unsure of what he was doing. But still the job was done and I guess we all have to start somewhere. Overall my children enjoyed themselves. But from a parents perspective, my feedback would be to keep on top of the cleanliness it would make for a much more inviting environment as...