Sky Zone Trampoline Park — Attraction in Brookside

I booked a party at the Newark, DE location for my son’s 13th birthday party for 1 pm on a Sunday. They tell you to arrive before then. They didn’t bring us to our party room until after 2:30! The party was due to end at 4:10. That was not even the bad part. We had gifts for my son that I was told the party host would bring to our party room. When it was time to cut the cake, I asked the host could she get the gifts. She was told by the manager that they had our gifts locked up and she could not bring them to us. I asked why? She stated that the manager won’t release them. I looked over and seen there was another party going on in the next room ( all white people). I told the host that these people in the next section have gifts on their table. The host then tells me that those people just set up their own party there. I told her that this was not fair since I had to book a party, pay a deposit, and pay $400. I told her I will go speak with the manager. Me and my boyfriend went to speak with the manager. The manager proceeded to tell us that it’s company policy that they give the birthday child their gifts on the way out the door. I told her I wanted my son to have his gifts now. I told her that the gifts are my property that I paid for. She kept telling me that that’s policy even though it’s not written anywhere and was not included on the party contract. I told her it made no sense for me to have bought his gifts there if he couldn’t open them there. I told her the people in the room next to us had a table full of gifts. She said those people had a party that they didn’t pay for, but the she accommodated them since it was Sunday and no party was booked in that room at that time. I told her that this was even more unfair because I paid $400 for my party and those people did not pay a dime and was able to bring in gifts. She then told me to lower my voice. I explained to her that I was not

going to lower my voice and I want my property or I would be calling the police. She then said she was keeping my gifts until I paid the balance of the party. She then turned to my boyfriend (he’s white) and tried to explain to him this nonexistent policy. I told her she needs to speak to me because I’m the one paying. She then released my son’s gifts. When I went back to the party room, we only had time to quickly eat cake and give the kids goody bags. I am totally disappointed and will never go back...

So this facility has atrocious customer service!!! And I mean Atrocious!!!! Our church group of 21 precious children had there hearts and minds set on going to Skyzone Trampoline park (Newark) for a night of fun, many of them coming from broken homes and they don’t get out much. But there hopes of having fun and getting away from stress was destroyed by the outrageous employees at Skyzone! Anna and Malda are the worst employees I’ve ever talk to on the phone and I mean the absolute worst!!!!!!!!!

Our church spent $300 on Groupon on tickets for 60 minutes of jump time for each child, just to save a little money and we called to see if we needed socks. So we called at 5:45pm and then we were told we couldn’t use our Groupon because of Glow night started at 6:30pm and they don’t take Groupon at glow time ! We said we understood, but we also told the ASSISTANT MANAGER MALDA we didn’t see anything about glow night on the website only that it started at 9pm-11pm. So MALDA proceeded to say again, that it did say 6:30pm on the website, basically calling me a liar. And then she said go check on the website for yourself. So we did check and we seen the same thing we seen when we purchased the tickets and that was it started at 9pm-11pm.

So we called back and I asked to speak to the ASSISTANT MANAGER MALDA and I heard her say in a very unprofessional way that she didn’t wan’t to talk to me and she was done with me. So I said okay and processed to talk with Anna the (basic employee) and I told Anna the Situation and that we are on our way to the facility to show them what we seen on the website. Anna the basic employee then got upset and hostile and said that I threatened her.

So after she said that I just hung up the phone and 5 minutes later the cops called my church group and I and said if anyone comes on the property we will be arrested and I said for what? And the cop said because they don’t want to deal with you guys.

And I said officer we did nothing wrong and he said It doesn’t sound like you threatened her to me but they have a right to not let you and your church group...

This review is specifically concerning the Little Leapers program.

My family has been with our young child several times and each time the experience is inconsistent.

There is seemingly no official policy, at least not one that is easy to find, on the policy for "jumpers," or "observers," respectively and how many jumpers are allowed per child.

The verbal policy at our last visit is one adult jumper per child, and any other adults cannot jump or interact with the equipment, they can just observe.

At other visits, both parents have been able to jump with one child, and this was actually reiterated at our last visit but somehow we still were only allowed one jumper in a group of 5 adults with one child.

It's also not clear what the pricing is with that policy. It seems that more than one jumper is sometimes charged separately (if they are even allowed to jump).

Besides that, the other policies are enforced inconsistently if at all. I have had employees try to enforce the posted rule that only one jumper per trampoline is allowed. That rule makes sense during regular hours with older patrons, but with a toddler who doesn't understand or care about the rule, and who will only jump on the same area as their parent, it makes sense to relax this rule during little leapers provided that there's no other safety concern. There is a full liability waiver on file for everyone so I don't really see the issue there. I have also seen employees actively lead games with the children that seem to break posted rules, such as running/sitting on the pads.

All other things considered, this establishment is relatively clean and well lit. It is essentially a gym environment, but I have never had any issues with it concerning safety or cleanliness.

I am happy with the program and service provided, but our ideal scenario would be to allow a number of adult jumpers with a single child, provided they are following the other rules. Even if the rule was one adult jumper at a time that would make sense, since the intent is to allow ample space for...