Sky Zone Trampoline Park — Attraction in Fredericksburg

Sadly yesterday on 3/09/2024 we cancelled our membership at Sky Zone. We’ve had our membership for over a year. The Sky Zone in Fredericksburg was our main go to since my daughter has ADHD. The staff over the last year was AMAZING. We got to build a relationship with them and security. Those guys are pretty awesome as well! When my child walked in the door for the most part every staff member knew her along with the security guys on weekends. We pretty much lived there my daughter enjoyed it so much! We held her birthday party there in September and was actually going to hold it there again this year in spite of also being members at Urban Air. We took about a 2 month break due to my daughter having surgery for a torn meniscus. We went back around Jan 8th 9th. We noticed some new staff and blew it off and just thought they were hiring more staff. I started talking to some of our “favorite staff” as we call them and their mood seemed different they didn’t seem as happy when we would usually come in prior to surgery. As an office manager I was kind of curious and concerned as also a regular customer if they were ok. Several said that a new GM had come on board and was making it hard and not very pleasant to work there anymore. Some of these staff members being young I thought maybe they weren’t being serious. Until that weekend came. We were there on a Friday night or Saturday night and the new GM came out and made an announcement. As she made her announcement that if your time was up you had to leave. About 3 of us regulars looked at each other with confusion since we would sometimes be there for 4 hours. Also buying drinks and snacks. Her tone sounded like a prison guard. I was a extremely taken back by her tone since a huge amount of customers jumping are kids. As we were talking security told a parent it was policy. So when I would go there we tried to honor that time frame. Sometimes we would go over but usually the place was not busy when we would. But sometimes it was enforced and sometimes it wasn’t. Then we started noticing staff leaving our “favorites” the ones that I knew would watch over the kids and were kind to them! Then I starting asking why they left and the response I got was management. On 09 March 2024 took my kiddo in just as we mostly do on weekends and we were told we couldn’t jump after 1pm on weekends. Yesterday was a really bad day for me and I of course did not take that news lightly and was extremely confused on how I pay $27 a month, have been going there for over a year almost daily to weekly and this was the first time we were told we couldn’t jump. I asked the guy for a manager. The manager was already standing there. I obviously had the wrong membership and was going to have to upgrade to the $30 a month plan and this was policy that the 27$ a month plan could not jump after 1pm on weekends. I had two other kids with me that were not mine and they had the 30$ membership so it wasn’t a problem for them to jump. I became extremely frustrated and told the GM I could see what parents were talking about on Facebook Fredericksburg Mom’s group. She said didn’t care. I told her I could see why her staff was leaving. Her response was I have my staff! Ummm no you don’t they all quit I hardly recognized anyone in there! And it’s not fully staffed because some activities are closed due to not having staff at the time to run them. When you have regular customers that actually spend money there along with the monthly fee you really should have a different level of customer service with them! But also if policy was honored parents wouldn’t become so angry when told they can’t come in and jump on their normal schedule they come in. The conversation become so heated she threatened to have me thrown out then told me to meet her outside after she got off at 5pm. As a manager I would have sent out a mass email to all my members introducing myself and reattach policy to let them know I was new and would be enforcing policy. But when you have unprofessional managers you lose staff...

On 01/11/2025; My mother, my daughter and I visited the skyzone in Fredericksburg, VA. We are monthly subscribers to the program that they have that allows you to have unlimited jumping time for $30 a month and have been for almost a year now. When we arrived tonight at around 6pm, we were informed that my daughter could not jump because she would have to be jumping for atleast two hours. When we were told this, the team lead on duty was extremely rude to my mother. We were also double charged for a jumping fee because I still wanted my daughter to jump. When I asked when this so called policy change went into effect, I was told that it was two months ago. We never received any email correspondence stating that the policy has changed and on top of that, when we were told the new policy; we were treated horribly. This was a slap in the face and it defeated the purpose of having the membership. Skyzone was quick to take our money but did not show that same urgency to communicate the new policy when it went into effect. The proper expectation was not set. The new policy is stupid. Why does skyzone care if my daughter jumps for less than two hours? What difference does it make to them? I do not recommend getting the monthly policy. What sucks even worse is the fact that I will NEVER give a red cent to sky zone because of this interaction tonight. My daughter gets so excited to go every two weeks when I have her. Now I have to find another trampoline park to take her to. The customer service we received tonight was some of the worst service I have ever experienced. On top of that, they now “close early at 8pm” when in all actuality, they should be open later on a Saturday because from a business perspective, saturdays should make skyzone the most money. The workers were cleaning at 7:15 pm, making all of the trampolines wet. I can understand that people want to go enjoy their weekend. However, this is the job that these workers get paid to do!!! The real question is, what about the customers? We spend our hard earned money and take the time out of our day to come bring skyzone business. The new policy is unreasonable, the management at this location needs training and overall, the location is very lackluster. The toddlers area needs repair and I would not recommend this location even to my worst enemy. We should not have had to pay twice, when we pay skyzone monthly to jump. We should not have had to experience the pitiful customer service that we did. It was extremely unprofessional and it is unfortunate that skyzone has lost our business and probably will continue to lose business because of their so called policy and poorly trained management. Every chance I get to let someone know about my experience tonight, I will share. There was never any email correspondence about this so called policy change either. Skyzone will never get another dollar of mine and I hope that anyone reading this never spends a dollar there either. I can see this skyzone going out of business honestly. Their policies contradict themselves, their management is extremely rude and overall, the location is dirty and needs renovation. I regret spending my money there in the first place. Who ever is reading this, find another trampoline park to spend your money at; this one will leave you feeling...

TODDLER PARENTS BEWARE: This place has the shadiest business practices I’ve ever seen.

As a Marketing Director for a corporation myself I’m appalled at how they false advertise and handle customer satisfaction ( fun-fact, they don’t)

We had to purchase our one year old who is a crawler non-walker a ticket to play in the toddler area. We were told at check out that we COULD BE in the area with them so I bought the ticket and socks.

You can imagine my shock when I was on the structure with him and they told me I couldn’t be and he would have to be solo.

Then 4 other parents had the same issue. They wouldn’t let us with our kids. So now my baby is stuck and I’m being hindered from getting him or I have to leave and can’t let him play. Another mom came on the structure after and they didn’t say anything to her so there’s inconsistency there.

I went to the trampoline with him so I could do SOMETHING with him and employers prior to being directed to that toddler area and told I couldn’t sit on it but “ I COULD KNEEL” with him. I knelt for awhile while I held him to stand and bounce, took a break and came back to the same trampoline. A shift change had occurred by then and a lady came to me saying I ,” COULD NOT KNEEL”- a blatant opposite statement to the one I received prior.

So I stood. Then she told me I couldn’t be in the same square as him and there was one person to a square. Keep in mind there were other parents and kids that had been bouncing in the same squares all day and no one said ANYTHING to them. By that point I was really frustrated. I turned to my husband and said,” I’m ready to go. I’ve never seen anything like this.”

My husband held his cool better than me and asked where he could dispute the inconsistencies. The lady said,” corporate” and then when he asked for the corporate number she couldn’t direct him to anyone or anything.

He asked her to point where to call on the website and she didn’t know.

Olivia in charge handled the situation very poorly and insinuated we knew at checkout we could not play with our kids which was NOT DISCLOSED to us. All I see is a small fine print on the sign in the toddler area now that says Adults may not enter the play structure- a sign that is only in place in the area AFTER you purchase the ticket. They also didn’t mention one person in a square etc.

They will not refund you for the inconvenience.

As we were leaving, we didn’t say anything and Olivia felt the need to “get the last word” and say, “oh by the way we will be canceling your membership” all snarky. We didn’t get a membership so joke’s on them, but some of the others leaving at the same Time as us did, and they didn’t want it anymore anyways.

Never in all my years as a professional have I seen such disregard for customer satisfaction or inconsistency in policy implementation and false advertising.

6 parents left. Others were also mad today and they refused to help.

Photo of my one year old having to be solo in the ball pit. Another parent they hadn’t gotten onto yet was in the area and got him for me.

What a sad day when you pay $60 for 2 kids to play and can’t even...