Altitude Trampoline Park Cedar Hill — Attraction in Cedar Hill

I held my 3 year old’s birthday party at this location this year. The host I had was friendly but he didn’t really go above and beyond to make our experience great or memorable. He brought us a case of water, told me when the pizza arrived, and then brought me the check. Then at the bottom of my receipt they had the audacity to have a blank area for a tip to be left.

The two girls who worked the front desk were extremely rude. My guest would go to check in and after offering a very short response, she would proceed to go back to checking her cellphone, which was laid out on the counter. On several occasions I went up to the desk personally to ask different questions and I had to interrupt the two girls mid conversation just to get their attention.

When it was time to pay, I asked my host if there was any credit that I could receive since I paid for 10 jumpers and didn’t have that many people in my party. He checked with a manger and came back ensuring me that I had 9 people jump and that everything balanced out. Then he gave me my daughter’s souvenir shirt in a child’s large, even though I requested a small, because he said that’s all that they had. Seems to me like smaller shirts should be ordered once they run out. Especially if you receive an RSVP and a deposit for a toddler’s birthday party in advance.

Anyways, after I got back home and had the chance to double check my numbers, I only calculated that I had 6 jumpers. I immediately called the location up to discuss my issue with a manger. He went over the guest names with me and it turns out that the girl who checked us in included myself (who should’ve been free as bday child’s parent), my 1 year daughter ( who I was told would be free because she’s under 2), and then one of the parents who checked her 2 kids in who clearly didn’t jump because she didn’t receive a wrist band or jump socks.

Finally I was told that I could receive 4 free future jump passes to compensate me for the 4 additional jumpers that I paid for. I was told that I could come by the next morning and pick them up from the manager who was duty. So the next day I went back and when I told the new girl that was at the front desk that I was there to pick up passes she just looked at me crazy. I had to re explain the entire story to her all over again and then she ran off to the back to talk to a different manager. Then she suddenly reappeared with the four passes and just sat them out on the counter in front of me.

I was just in shock that as a paying customer who just spent hundreds of dollars to host a party there was treated in this manner. They definitely need some training in the customer service department and I will not be booking any future parties for any of my 3 kids here...

My experience was marred by unprofessional conduct from the General Manager (GM) Angelina and serious safety concerns that I believe warrant immediate attention.

Specifically, I encountered the following issues:

Unprofessional Conduct of the General Manager Angelina: During my visit, I observed Angelina, engaging in what I perceived as extremely unprofessional behavior. She spoke rudely and dismissively to several guests, including myself, when concerns were raised about safety and behavior. Their demeanor was confrontational rather than helpful, and they displayed a lack of empathy and a disregard for customer satisfaction. I would be happy to provide specific examples of this behavior upon request.

Lack of Supervision and Safety Enforcement: A significant safety concern was the lack of effective supervision of older children within the park. These individuals were observed engaging in dangerous behavior, including excessive roughhousing, deliberate trampling over younger children, and the use of offensive language. This behavior was not adequately addressed by staff, despite multiple complaints from myself and other concerned parents. The GM Angelina stated she didn’t have enough staff and would call more in throughout the day. There was no one supervising the area at one point. The older children were openly using profanity, creating an uncomfortable and inappropriate environment for families with younger children.

Failure to Maintain a Safe Environment: The park's staff appeared unable to maintain a safe environment for all patrons. The clear separation of age groups, which is crucial for preventing injuries, was not enforced. This lack of enforcement resulted in a chaotic and potentially hazardous situation, particularly for younger children who were vulnerable to being injured by the reckless actions of older individuals.

I am deeply concerned about the safety and well-being of children at your facility. The lack of professional management and the failure to enforce safety regulations created a distressing experience for the guest I invited to attend. I spoke with another parent at the facility and she informed me that this was an ongoing issue with the GM Angelina as she had no regard for the children’s safety and was unable to professionally control the situation. I am extremely disappointed by the decline in service and the disregard for safety. I hope that the corporate will take necessary steps to rectify...

I've been to this place 2 times with my family and both times were terrible. The second time was Yesterday and I was very unhappy with the service we received as well as the last time we came. I understand not many people want to be at work which was the look that the employees in the whole building had on their faces to go along with the bad attitudes. But there are a lot of people that do wish to even have a job. We received the worst customer service in my life and I saw extremely low cleanliness. I've been to many trampoline parks and they are far better than this place. The main 2 problems I see at this location is that there are too many young people working here but,not actually working and they are not trained properly at all. The Second is that this establishment should really look into getting a manager or supervisor to be here at all times who is at least 21+or older. The 2 ladies at the front really need to be trained on how to talk to adults with respect. I personally was talked to very disrespectfully and I still stayed calm with the young ladies but that situation has resulted in this review. There were plenty of people working there at the time to where someone could have been keeping the floor, the cooking area, and the restroom clean enough noting the fact that there were only about 25 customers in the whole building. I understand that it would be hard to have the best cleaniness when there's a lot of people but it was far from that. Overall I do not wish for anyone to have to deal with what me and my family had to deal with and I hope the OWNER can take into consideration that hiring an all young almost still kid staff is not...