Altitude Trampoline Park — Attraction in Kissimmee

I sent the ATP customer support team an email message about my experience four days ago and a follow up message was sent earlier today but I haven’t received a reply.

I understand time may be needed to reply but my patience was tested when I saw that the customer support team publicly posted responses on Google reviews inviting other reviewers to email the CS Team—all while the emails I sent privately are waiting for a response.

But let’s be real, I don’t have much confidence in their ability to make things right after I provide details of my experience in this park on 12/15/2023–especially when customers within the past few months have publicly shared about similar unpleasant experiences.

To the customer support team: if you want to be taken seriously, it’s time to actively implement policy changes based on the feedback provided as opportunities for improvement…Sooner than never.

Be more empathetic. Children with Type 1 diabetes will need more options from your concession stands than just doughnuts. It’s not reasonable to enforce your “no outside food/drinks” policy when a child with diabetes needs a snack brought from home to regulate their sugar levels.

While in the subject of outside food/drinks: don’t wait until a family—without intentions of causing trouble by breaking a policy—sets up an available table with decor and a birthday cake to then inform this family that they can’t. The sight of an unopened cake must’ve offended the staff because they kept nagging on us about relocating the cake. The manager on duty did offer to refrigerate the cake we brought, but I didn’t think it was necessary, since the provided alternative was unreasonable. We had no plans of consuming the cake.

A cake is only allowed in a party room that can only be booked in advance. Remember that detail!

Be more prompt with services you provide. Maybe you need a better partner that’ll deliver pizza to parties on time. This is was the major reason why we did not book in advance, because on a previous visit last year, this park provided our pre-ordered pizzas 90 minutes late.

Apparently we were lucky because I read a review from another customer that they received their pizza with 30 minutes to spare. Allegedly this management didn’t grant them an extension and informed this party that a fee would be assessed if the room they booked was not vacant at the agreed time.

And lastly, please take care of your staff so your people can treat customers right. If your team is not taking customer service seriously, I can only infer that management/ownership are not treating their staff with the same empathy, compassion, and service I expect from a business.

I originally wanted to rate this park 0 stars but the trampolines and some of their staff earned 1 star because the children in our party still had a blast in spite of the needless drama.

I’ll update my rating and review when the opportunity arises (i.e., after ATP Florida responds...

I have been to this establishment on several occasions. The first time , I rented a room for my son’s birthday party and ordered pizza through the establishment for the party days in advance. We get there at 5:30pm and the food was not going to arrive until 8pm. My son 7 year old son is a type 1 diabetic and the expectations were that the food would arrive around 6pm. It was around the time for him to eat and his sugar was low , they never have food that they advertised to be sold at the establishment. I had to run out and by food for my kids, especially my oldest since his sugar was low. They have you follow all of their rules and still drop the ball.

Fast forward to last week, now for this occasion I’m celebrating my youngest son’s 6th birthday. I was never told in first occasion that outside food was not allowed , I was even told that an option was to secure a table first come first serve . I brought a birthday cake for my son and was planning on buying food from the establishment and cut a cake being that I didn’t see the value of renting a room like the last occasion because it was a bad experience. Now, I’m told there is no food there that is advertised on the menu , only doughnuts. They didn’t allow me to order outside food via Uber eats and said I could bring any outside food in. I explained my son is a type 1 diabetic and he can’t wait 90 minutes to eat as his sugar was low and even showed them the dexxcom device . They told me outside food can only be ordered with a reservation of a room or table. I replied , no problem let me register one right now so that I can order food. London , the party coordinator and GM Jasmine told me I can’t register and that it had to be 24rs in advance . All the rooms were empty and plenty of tables empty and they refused to let me book anything. Then they had no food for me to purchase at the establishment besides donuts and they are refusing me order any food for my diabetic son. I literally had to buy donuts to keep his sugar up and rush out of there before the 90 minutes I paid for.

Then they kept harassing me to move the birthday cake to a refrigerator in their back room when it was just placed on the table and it was closed with no plans of opening it to eat it. On one occasion, London threatened to grab the cake and take it way since we were told “ nicely” already. I don’t understand how a business can’t make the simple exception for a child (or any person ) with diabetes . You don’t have any food to buy , and whether you reserve a room and order the food in advance like they beg you to do , it’s never on time. They were nasty to me and my family and my son was upset we had to leave early because there was no solution for food. I explained to them the situation on the first visit and they could care less and showed no concern for my son. I don’t know if this is grounds for a lawsuit but something needs to be...

DON'T DO YOUR BIRTHDAY HERE

I have done my son’s birthday party 3 times in Altitude at the Kissimmee Location, of the 3 I have to say this was the worst and last. The quality of the party’s have gone from good to just ok at best. First the host wasn’t really attentive, seemed shy and not very helpful. They made me give her a tip, when I didn’t feel I should give one, for the lack of presence.

First they called to ask me about the balloon colors but when I got there they said that now the tables do not include them, so why call me? If I had known I would have taken my own, but sadly I expected the balloons like previous years and was let down.

Second, the package now only includes 1 pizza and no soda, so I added a soda. The host didn’t bring it out until after everyone had pizza and was done eating, then I had to ask her twice to remove it, and even then when I went to get charged they tried to charge me for it. Also the pizza was burnt, aside from coming out late, I had to find her to put the pizza order in even though when arriving I told her that at a certain time I would like the pizza when I sang happy birthday.

Third which was my biggest let down, I was charged for 2 extra jumpers at $31 each. I had only made a 8 jumper package, and the host didn’t consult me about adding extras. I’m the one paying, so it should be addressed to me whether I wanted to pay for extra ones or not. So if she wanted to keep adding people without my consent I was just supposed to pay for them? This should be something the host talks to the main person about, it wasn’t in my budget and I had to pay extra for her just adding them without talking to me first. If she had I would have told them to pay their own or not jump. The lack of consideration is appalling. Last when I went to pay and gave a bad review, I felt almost harassed with the lady asking me why I didn’t like the host. I just had a bad experience, I told her I had previously had better ones and it was just ok. She kept asking like she didn’t believe me which upset me more, then she said it was to teach them, but I felt she didn’t really care about my concerns. Also it was hard to try to clean up, pay and rush out while also trying to remember all of this. Not sure if this will help anyone thinking of doing a bday but I don’t suggest it, sadly the experience is too expensive for what it is. The lack of service, rushed in 2 hours and poorly handled customer service isn’t worth close to $400. BEWARE that you will end up paying at least a 10% tip even if the service...