Sky Zone Trampoline Park — Attraction in Indianapolis

I had a party scheduled a month and half in advance paid for, and confirmed via email and text with the party coordinator. It was 4/1/21from 4:15-6:15. I was told to arrive at 3:50 and my party host would take care of everything. I arrived with 11 crazy boys ready to jump at 3:45. I approached the counter at 3:50 to let them know that we were there. The one girl running the counter "didn't know how to check in a party" she walked away and came back alone. She gave the boys wristbands and socks and they went off to jump. I asked who the planner was and no one was sure. Finally at 4:45 a girl assigned to another party said she'd help until there was someone. I thanked her and asked her for a cart since we had been carrying presents, cupcakes, etc around since arrival. She got us one. I asked if she had our party info, after asking me all the questions, she found our party reservation. I asked her if the pizzas would arrive by the time we got in our room, she assured me they were ordered and would arrive at 5pm. We were able to go into our room at 5:15 and found out after 15 min (now 5:30pm)of waiting that the pizzas wouldn't arrive until 6:00 or after when out party was almost over. They finally gave us the soda (it was room temp) we waited for and then had to hunt them back down for cups which they were out of. Pizza, drinks, and paper products were included in the party package.

Our party host did her best to give reasons why this whole party was such mess. They said the manager never orders pizza and he did today for the wrong time.

We paid for a party that was a disaster. To top it off, my son had been planning with his friends an epic dodgeball battle complete with teams and games he wrote himself over the last few weeks in excitement for his big day, and when we got there, the whole dodgeball court was closed. If I had known it was closed I would not have booked the party.

Seriously not one employee knew what was going on at all. It was a disorganized mess.

Also not one waiver was checked, so that's probably a liability problem had anyone gotten injured.

They stated that the problem with my party is that it was at 4:15 which was inconvenient for their shift schedule. I didn't ask for this time, it was one of a few choices given to me. A party venue typically communicates from one shift to the next about what parties are occurring to be sure they are prepped for.

I understand that things happen, however every aspect was messed up and no one had a clue how to fix it or figure it out. I had to ask to speak to someone in charge just to hear how it was "bad timing for a party".

I have reached out several times beginning the night of our party and the manager has not reached out to discuss it. He hasn't responded to my emails or has called me at any point when I have asked. The customer service is beyond disappointing. At least if your team makes all these mistakes, its the manager's job to follow up, discuss it, and make it right with the customer. It was our first and last party and visit there for...

The first visit at Defy was great! No issues everything went well, and the kids had a great time. So naturally they wanted to come back. The second visit which the review is based on was not so great. The staff was not friendly at all. They spent more time socializing amongst themselves than they their job. I literally had a staff member throw socks across the desk at my son and then he walked away. The socks didn’t even fit my son but we had to make do with them since the guy had walked away and nobody was at the front desk. Our visit was on a Saturday and it was extremely busy with several birthday parties taking place as it appeared. There was a spill on the concrete which Not one single staff member addressed which is a huge safety concern. I believe I watched every single staff member walk around the spill and nobody made it a priority to clean up. There was one person at the front with literally a line that was outside, it was that busy. Working for department of child services I saw many safety concerns. I myself was looking out for other children’s safety other than just my own child. I saw many kids sprinting through the lobby which was also Not safe. It was evident the staff did not care so much about the safety of the children which is highly concerning. The place was also trashed with pieces of paper all in the lobby from the wristbands. The staff were negligent to the importance of customer service. The line remained out the door for a good hour as I sat and observed all the issues that I saw. Chances are we will not be returning after this awful experience. While my son was on the sky trampoline a younger child started to jump with him attempting to double bounce him. I told the child he could not do that as it was one person at a time. I’m not sure what the capacity limit is for the location because I didn’t see a sign that stated it. I’m not sure if they exceeded capacity limits or not, but I can imagine it was past the limit considering how extremely crowded the facility was. I was overwhelmed with all the people everywhere yelling, running, and the high pitched screaming. Let’s just say I have never seen such an unorganized establishment before. It was a safety disaster. And if this place were to ever be audited, they would not pass. I would suggest you get your staff to all be on the same page; as well as; making safety the #1 priority! Unless you want to face some type of lawsuit down the road as I could see somebody who witnessed what I did would take it to a higher level. I’m just saying there are a lot of issues needing addressed and resolved from a management standpoint, which I have also been for 12+ years! Let me know if you would like some suggestions on how to solve the...

Great place to bring kids to play and engage with a variety of activities but not so great for birthdays. We scheduled a birthday for my child online and you have to pay completely upfront to reserve your spot. I'm never a fan of this as you have no recourse for a bad experience - which we unfortunately had.

Day of the event we show up for the party and immediately told guests need to show proof of the waiver document that they filled out online ahead of time. This was not described to me so my guests had to scramble to look up waivers on their smart phones or hastily fill out another on paper.

Our appointed "room" was an open and noisy area up a flight of stairs which at our designated time was still occupied by the previous birthday party. This was ironic as I had been told at check-in we could not over extend past our time assigned.

We had pizza and beverages brought in only to have the assigned party helper indicated that pizza (from Hot Box) and drinks were included in the party purchase and were available to us. Much to the surprise of my wallet, it turns out an "event planner" was never assigned to my party so I was never called to follow up on these additional options not explicitly listed on the website.

The party helper was great for us and did the best she could keeping things clean and organized. She was friendly and helpful and did wonderful job. She was the highlight of one of the few things that went right that day.

It had rained heavily that day and the entrance/exit to the building was slippery. No floormats or rugs were placed to absorb the water - only a wet floor sign was put out. The facility only had one side of the double doors open so guests were getting soaked trying to funnel into and out of the building through one door. I imagine this would be a fire hazard if there was an emergency to leave the building.

Parking for guests was completely inadequate and dangerously flooded in one area. Finding parking in the facility lot was so bad guests were parking on side of the access road or just giving up and using the hotel property next door.

At the end of the party I was asked to fill out a feedback form about our experience. After nearly a week, no one has called me to follow up on the information I provided.

While more affordable than Skyzone, I would not recommend Defy Indy for birthday parties - not until leadership gets their act together. I would also like to see them make things right for my child's party by offering me a partial refund for the time missed in the party room and for the pizzas that I purchased which were completely unnecessary. Lastly I hope they set up policies to make sure every birthday reservation is assigned a...