Sky Zone Trampoline Park — Attraction in Hamilton Township

Nightmare Experience! Joshua Harry needs to be fired immediately! Be aware that on all bad reviews, the manager Joshua is responding not the owner! To the "owner" reply you must be mistaken! Respond to all issues below!

This is the first part of the review, google did not allow me to write a long review.

On 22nd January we have a Birthday Party for my 4-year-old daughter. From the beginning, this party was unprofessionally handled. When we came the lady (our host helper) send us to complete the waiver for all 16 kids in our party, there is 4 stations where only 2 were working - it took me 30 min to complete the waivers!! Because two screens that were working was keep shutting off. I ask our host to help but she just ignored us. Finally, she came to the end and show how to proceed with the process. The time is taken away from my daughter's party and guests.

Moreover, guests were coming with presents, coats/shoes - there no gift bin was provided, and since our party room was not available for 1.5 hours and they did not have a coat place or closet all guest's presents, coats, and shoes were mixed in with other's people parties items. Because of this couple of presents were lost, one with $200 in the envelope!

The manager was nowhere to be found!! We found out later that Joshua and another lady manager just sitting/hiding in the employee room but not being on the floor helping with any issues.

On that day it was extremely busy and Sky Zone stuff is just a JOKE!! They are on the phone - but not working! All of them just hang around....instead of staying at the designation station and watching the safety in the place! But in the meanwhile again no managers to be found, they are sitting in the employee's room with other employees but not working! When we ask Joshua why employees not staying at their stations - he was rude, started an argument with me, and said if we want to do it, that they under stuffed. He was very disrespectful and raised he voice at me multiple times. It was an absolutely ridiculous excuse, there are multiple workers - NOT WORKING, just hanging out from place to place. This is a poor management job!! Joshua not managing employees to do their job. And he was extremely rude and unprofessional! Due to the lack of work couple of our guest kids were injured. We made a video of kids being injured and have documented doctor visits that we would love to show the owner of this place. In the toddler section or kids aged 7 and under - was no employee for all time we were there, 15 year old kids were playing in there and our kids were hurt!! Owner, Please look at the camera Jan, 22 between 4-6pm and you will see was no employee was there.

Also, a manager (Anna) that I talked to before the party to go through the details mentioned that we can access the room and it will be ready 20 min before our scheduled time, which supposes to be 5:10pm. At 5:15pm the room was still dirty with multiple empty pizza's boxes, empty water bottles, and trash all over the floor. No employees were there to help clean the room. We called our host lady and was complaining to her and asking when the room will be clean and kids pizzas will be delivered. In a couple of minutes, we still don't see anyone. We did clean the room ourselves!! We asked the manager Joshua to come and see what conditions are room is and it's only 5 min away from our eligible time. He decided not to come. Later, he said that our helper was upset that we are complaining and decided to just leave the facility and go home. So we DID NOT have any helper during our party, we had to serve the kids pizzas with drinks and clean the room ourselves.

Owner of this place, could you please explain why this manager thinks that he can do anything, being rude to the customers, being unprofessional, poorly handling any issue, not working, ignoring? WHY? Is it because no one is overseas him?? Does no one check his work? No one is watching the cameras? Or because this place will be busy no matter what ?? You have 293 1 start reviews for this place - and no one...

When we booked party the sales lady explained all thing so proficiently. however on the day of party, real struggle and nightmare started.

Usually in other birthday party places, they provide large bin to put gifts and other stuff for party guest so it becomes easy to locate and handle. We were not given any such kind of bin and the representative told us to hand over things to her. We wasted our time in handing out all gift and other stuff for each and every guest as they kept arriving. Though, I saw bins given to other party people. Don’t understand, how Skyzone employees were managing things in disarray !

The warrior course section of Skyzone was closed. All of the kids wanted to play in that Zone. While we pay for your service, all zones must be open. Zone being labeled under maintenance doesn't suffice service level. The FreeClimb section has square foams in pit. They looked like never changed since their birth. Two kids complained us about some kind of sand going in their eyes while playing with the foam. We got to take them to restroom to wash their eyes. Whom should be complain about the safely and maintenance issues?

The PARTY PRO didn't know how to manage his time for example when party time was supposed to be over he didn’t set up room. We brought items like Cupcake and chips, that were missing in party room. When we asked him he told us “I didn’t see them”. Then we got to run to front desk to ask other Skyzone employees where is our items, and able to locate our items. So, there was total miscommunication among them. He didn’t know what items are at which place in party room.

In middle of party, the PARTY PRO went to customer desk and started selling drinks to other customer drinks rather than staying with us.

We have ordered the Pizza and French fries for party in advance, however French fries didn’t serve in the party room, the PARTY PRO informed us that we didn’t order it. We started investigation about the missing French fries, it turn out to be miscommunication between the employees of Skyzone because it got updated in online system but not on physical paper order. This led to getting French fries delivered at the end of the party when all kids finished eating, and the food got wasted.

Moreover, In middle of party we spend our time in going back and forth to service desk, finding someone who is responsible to answer us and then to figure out why items are missing in the list. The reference desk lady told us that she only work weekends so she does not know who forgot to add items to the list.

When I asked PARTY PRO to work fast, he told us in rudely manner that “I have only two hands”. While being handicapped with one hand, myself, my wife and 4 other parents started to serve food to kids because he didn’t wanted to do anything. All other party guest parents saw this and the behavior of PARTY PRO, which is going to tarnish image of your customer service level. At last when party was almost over, guests started to leave and PARTY PRO was just standing by. He should have a common sense that now, it’s a time to bring goody bags as guests have started departing. Then I had to instruct PARTY PRO to bring in goody bags, so that we can hand that over to guests. At each and every step of the party, we needed to instruct him. As a professional PARTY PRO we expected that he will have some common sense as to what to do next as the party progresses.

We got frustrated managing one more extra kid that is - PARTY PRO, so we didn't go to front desk to mention it. Because the front desk seems empty all times. Seems like there was no manager present to manage anything. Every employee was working independently without any responsibility.

We have done birthday parties at other places like BounceU and PumpitUp, I have never experienced such kind of mismanagement and pathetic customer service from them.

I saw a kind of unprofessionalism at each level during entire time spend at Skyzone. That includes Party management Customer Service Employee behavior Safety...

I purchased the 90 day pass for my family of 4 about a month ago and we have been going twice a week religiously. My children are 3 and 5.5. Prior to this afternoon we have been able to enjoy all of the stations as a family.

Today we were informed that there was a new policy (not communicated via email like all of their “promotions”, not communicated when we checked in, and not posted anywhere). The new “policy” is children 5 and under are deemed “toddlers” on weekends and are limited to a very small toddler area and parents can not even jump with their children there. Several staff members told us that this was because of bad reviews saying that older kids were hurting younger kids in the other areas. We all sign a waiver and accept responsibility for our own children. We also monitor our children and have watched staff being very good with enforcing rules with all customers. We enjoy jumping as a family and the is the entire reason we got the 90 day pass.

First of all, a toddler is a child that is under 3 yrs of age. That is just a universal fact. We spoke to the GM who was combative, completely unapologetic, and told us (and another family that was upset) that Sky Zone deems any child 5 and under a “toddler” and they have toddler time reserved for them. My children are not toddlers, and we found the GM’s attitude/customer to be abysmal.

We used to enjoy the Sky Zone as a family and found today’s experience to be completely unacceptable, to say the very least. These people want your money and the customer service is horrible. I will say the young lady we spoke with initially about this issue was lovely and she had stellar customer service skills. Sadly the GM has none.

Unfortunately after enjoying our experience at Sky Zone for the past month, I would NEVER recommend this place to any other family. Don’t take your 5 yr old “toddler” there....