Launch Family Entertainment Herndon — Attraction in Chantilly

I came here 4/22 with my family for the 1st time ever. The purpose was to observe establishment and schedule a party near term for my daughters birthday. The expected party would be for approximately 20 kids. My family and i wanted to view park from a platform where we did not realize a private party had been held. The party looked like it was over as the floor was empty of people and we were just trying to see what the grounds offered. We were rudely yelled at from across the room at by a teenage female employee saying we cant be here and we need to walk around and go to the bottom floor. Again we have never been to Launch before and not knowing where we we can or can not stand. We then moved out of her range onto the landing platform where it too was empty to just wanting to observe for a minute or two when same rude teenage female employee comes by, instead of cleaning area upstairs tells us we cant stand on this empty platform rudely. I explain we just want to observe for a minute and she would not allow us to. Her whole area she is working is empty with no people. I plead that this is our first time at Launch, we want to observe to plan a private party and this is no way to treat prospective or even current customer. I ask to speak to management. She introduces my family to the most incompetent assistant manager with zero customer service skills. Kyle Bellinskie(spelling may not be correct) could have easily diffused the situation by listening to the customer, apologize for the misunderstanding and that would have resolved the situation. Instead he blamed my family for not seeing at bottom of stairwell a small sign that said private party which neither I, wife nor two kids saw. Then he lectures me about how much people pay $1500 for a private party and that I can not be there. I explain this is our first time here, we did not interfere or interrupt a private party as empty, did not know was a private party even taking place. He says to is there a sign right there at bottom of stairwells. I also state I know what a private party is and thats the reason for my visit. He then blames my wife and I for saying different stories about the communication between us snd female employee. Again, he does not apologize for misunderstanding. This is not how you treat prospective customer who visited first time with original intent on booking a birthday party. I told him Im going to call Corporate but from what I can tell this is probably waste of time as this location is not worth a visit. It is probably franchisee that hired young incompetent managers with poor customer success skills. Mind you both Kyle and said female employee appeared no older than 21. I am never coming back and am looking to schedule private party for my daughter elsewhere. Totally agree with all poor 1...

I had to take back my original review, which was praising Launch.....this place needs help, and the "manager" needs to be addressed. I forgot to mention in my Yelp review, that the rude lady I had spoken to, her name was Karen-which I felt like I had to go through customs just to get her name. Beware to anyone considering Launch!!!! Also, please refrain from trying convince me in giving launch "another shot". It's not happening.

I have already warned my family and friends for future visits.

If I could give 0 stars I would. I use to enjoy coming here with my nephews and nieces at least a couple times a month. The last two times I have gone(Memorial weekend, and this past weekend) it has been AWFUL. No organization, the manager, was never to be found when you ask for them. Last time I was here it was an older gentleman who was super friendly, but not anymore!!!! They have seemed to bring in someone who I would consider "rough around the edges". She was very rude to me when I complained, and even told me "Maybe you should take your business elsewhere". First and foremost, I work in the customer service field, this is unacceptable. Secondly, I am a manger at my place of business, and the last thing I am going to do is cut them off, belittle them or tell them to go somewhere else. All I wanted to do was make suggestions and I'm the bad guy?!? Wow. The vibe there is much different, music is horrible. Same songs play over and over-more like overkill The kids who supervise the court, I notice no longer are engaged with the young kids on the courts and look so sad, almost like they hate being there? I've been in the customer service field for many years, I can tell when people hate their jobs, especially young kids. All the employees seem to be programmed like robots now and it's not genuine as it was before.

THIS PLACE USE TO BE FUN!!!

It's sad that all it takes is one person who can make a business fail. If this "new management" keeps it up, this place will be ran to the ground.

Lastly, Launch has forever lost my business till otherwise. There's no point in going to somewhere that is supposed to be fun only to arrive and...

Extremely Disappointed — Rude Management, Poor Experience

I had high hopes for Launch Family Entertainment in Herndon, especially after reading some of the positive reviews. Sadly, my experience was the opposite of what I expected — and I feel compelled to share it so others know what they’re walking into.

Let me start with the only bright spot of our visit: Zenat. She was incredibly helpful, polite, and seemed to be doing the work of three people at once. She helped with registration and assisted in multiple areas while maintaining a positive attitude. If Launch had more staff like her, this review might have gone differently.

Unfortunately, that’s where the positivity ends.

The manager on duty, Stepheny (or at least the woman who claimed to be the manager), was shockingly rude and completely lacked basic people skills. I am a senior with a disability — clearly not someone who came to jump on trampolines. The facility was practically empty, and I was simply spending a few quiet moments throwing a ball with my kids to make them smile.

That’s when Stepheny approached me in an unnecessarily aggressive and emotionless way, announcing loudly in front of friends and family that I wasn’t allowed to be there since I didn’t pay for a ticket. It wasn’t about the money — I didn’t need to jump, nor was I using the equipment like the kids were. What I needed was a little understanding and respect, especially in a family-oriented facility. Instead, I got embarrassment and humiliation.

There’s a huge difference between enforcing a rule and choosing how to treat people. This was not just unprofessional — it was inhumane.

If you’re thinking of bringing your family here, take this as your warning. The vibe might look fun on the outside, but behind the colorful walls, it’s a different story. The cold, dismissive treatment I received makes it very clear that this place does not value all guests equally.

Zenat deserves better coworkers, and customers deserve a better experience. I won’t be returning — and I don’t recommend anyone else...