Altitude Trampoline Park Huntsville — Attraction in Huntsville

SCAMMY MEMBERSHIP FINE PRINT

I enjoyed my time at Altitude as a member. The park is really fun. I have a three-year-old daughter that was able to participate (at her level) on most of the equipment. Overall, I think this is a fun place to be active together as a family (or as a group of friends.) My complaint is about the membership policies. First of all, the cost of membership is very affordable, so I'm not complaining about that piece. I've got an issue with how the contract and cancellation policy creates a lot of unnecessary barriers to cancelling. This is all spelled out in the contract (but that doesn't make the conditions of the contract fair or okay). First of all, to sign up for membership, you MUST do this online. I arrived to sign up for membership with my toddler at the time and the staff member refused to help me do so on their computer. On top of that, the computers they make available for customers to sign up with weren't working. This meant I had to sign up on my smart phone while also keeping my eye on my toddler. Okay, annoying, but not my main issue. My main issue is that even though I HAD TO sign up online (despite being AT the establishment in person), to cancel membership, you must do so in person (regardless). This makes it very clear to me that the reason Altitude requires that you come in in person to cancel is to make it more difficult to cancel. They lock you in for as long as possible by creating barriers to stopping payment. Meanwhile, clearly their software supports managing membership online. All internet memberships are required to put control over cancelling payments in the hands of the member. Altitude, in making it difficult to cancel, places an unnecessary burden on families, single parents, especially during times of financial hardship and sickness. There is also a cancellation fee of $20 (which I feel is reasonable, just adding that detail). Also, based on my understanding of the policy during back and forths with the management, it appears you must also provide 2 months notice to cancel and if you want to mail in your cancellation, you must do so via certified mail! (This seems really unreasonable given I sign my federal tax returns fully online every year.) All of this being said, I was in contact with the manager of Altitude and she was working with me on cancelling remotely via PDF. She was making an exception, apparently. So, I filled out the PDF and sent it back, however, no one at the park ever followed up for about 2 weeks after I submitted this PDF. I repeatedly contacted them about whether or not they had stopped payments to my credit card (and got no answer). My card was due to be charged again soon. My takeaway here is that the powers that be at Altitude either 1) didn't want to allow me to cancel remotely after all, despite telling me that I could and giving me the contract to cancel or 2) didn't like what I had to say about the cancellation policy, which I noted very clearly that I found scammy, dishonest, and predatory. And sure, I could have read the contract and read these details and decided to not sign up. It's true. However, remember that my toddler daughter was running around in the park while I was signing up for membership (on my iphone) as multiple staff members stood behind the desk and looked on. (Reading the fine print just wasn't possible in that moment.) Additionally, if Altitude wants to secure their membership income, they should incentivize annual memberships, not trap people in monthly memberships they don't want, regardless of whether this is standard practice in other brick and mortar gyms. Standard practice is often outdated and bad for business. I won't be joining Altitude as a...

This place is actually not bad. But I'm only gonna give 2 stars, and I'll tell you why.

They recently renovated/updated. All the new stuff looks great. There is however one specific area where you can walk up some stairs to a platform, where you then get to jump several feet down onto a soft, pillow-like flooring that catches you.

One of the employees kept fussing at my kids because they didn't like my kids landing on their feet. They kept telling my kids, you HAVE to land on either your bottom or your back.

Problem is, landing this way from such a talk height looks and feels very unnatural (unless you're a much more confident/skilled person). One of my kids is special needs, and there is no way he will be able to land like that. Since he did land on his feet the one time he got to do it, I asked him later if it hurt landing that way, and he said no; he was fine.

My other son also really felt inclined to land on his feet. Since the staff kept fussing at him, he started doing the best he could to accommodate the staff by first landing on his feet, but then quickly "falling" to his bottom to make them happy.

If there is something about this thing that makes it unsafe to land on your feet, then the owner/mgmt might want to reconsider whether it is worth it to even have this in your facility. After all, it is (I think?) a TRAMPOLINE park. Bare minimum, maybe train your staff to back off (this seemed to be the one thing they paid the most attention to), and instead leave a sign saying "We recommend landing in XYZ manner". Build it into your waiver that you guys have no liability if someone gets hurt from landing on their feet, although I'm not sure how that would even be possible.

Otherwise, maybe consider replacing this with something else? Perhaps the old beam battle area that you guys used to have?

Another thing that brings the rating down for me is the pricing. I get that you have a bottom line, but wow. It cost nearly $100 for myself and 2 kids to jump for 1 1/2 hours. It was expensive before, but it's even more so now. One of the employees tried to talk me into buying this new monthly membership deal, but apparently you still have to pay something every time you come, even with the membership. There were so many other stipulations and conditions that I honestly got lost trying to understand it all. We'll save definitely save our old socks for the next trip. But first I need to save up enough cash to come back at all.

The last thing is...the music. I understand the teenagers working there want to play the music THEY like. I'm over the hill and I myself still listen to a lot of R-rated stuff. But this is a family-friendly venue. Mainly for kids. Keep it clean....

If I could give zero stars I would.

We are visiting from Florida. I have a 6 and 7 year old to keep busy. We found this place and my kids Love trampoline parks! We have a bunch in Florida we go to all the time. Well I can promise you if someone asks me where to go when visiting Huntsville I am NOT recommending this place. We have tons of family and friends that live here that we have spoke to about this place with very mixed reviews and I wish I would have listened.

I feel we were very targeted. Unfortunately you're not allowed outside food or drinks. I think it's very over the top but you know what it's a rule so that's fine we will follow it. Well we had already opened our fruit snacks and a worker approached us and I said okay thank you sorry we will finish and put everything away. He said no throw it out. I'm sorry but I'm not throwing out opened food. I can put it away for sure but no thank you. The worker continued to argue with us and it was just very unprofessional. You do not approach people that way especially when they are not trying to be rude back. They have rules that say you cant play with the foam pieces but the workers are allowed to apparently. We literally had the workers following us taking them out of our kids hands but they could do whatever apparently. That includes wrestling in the foam pits and playing dodgeball. It was just very hypocritical. What sticks out to me the most is how my kids noticed and became uncomfortable due to the attitude of the staff and how very clear they were making it that they were following us.

I would also love to point how many other people had brought in drinks!! And not one word. It was wild. I dont get it. I guess because we said something back to them they felt they could target us I'm not sure.

Super unfortunate and sad.

The fact that the owner responded to only the food and not the way their employees act is hilarious and awful customer service....