Sky Zone Trampoline Park — Attraction in Lakeland

I usually don't write reviews (Mom of 3 kids, with a very full life), unless a place has made an outstanding impression, so you know that this place had to be excellent in order for me to take the time to leave a comment. We had a fantastically fun experience renting out Defy yesterday morning (Wednesday, June 9th, 2021) for our son's 8th birthday! The birthday boy has high functioning ASD, so we needed find a place that could be rented out with a select few people attending to not completely overwhelm his senses. Defy met our needs! The flexibility, friendliness, and understanding proved to be far above our expectations from the time we planned the full-facility rental to the time we left. The rental time was from 7-9am, with a 6:30am check-in time (6:30-7am was check-in time only, no jumping until 7am -- this was to ensure safety - they went through a mini pre-flight safety course to make sure all younger trampoline jumpers knew the appropriate rules - I liked that!) . Chasten made our check-in time easy and quick so our little trampoline artists could be ready to go to greet guests walking in the door. A pair of special jumping socks, with several design choices, were provided for everyone who signed a waiver to jump. Forgot to sign a waiver (that was the case for me)? No problem! They have two different ways to sign up and be cleared for launch either via a computer at the entrance, or through your phone via the website. Apprehensive jumpers that aren't sure about jumping at the beginning can sign up later if they so wish. We had an adult that wasn't sure about jumping at first and then decided to join later. Chris, the manager, as well as Chasten (sp?), gave us the option of what party area we wanted to choose when we arrived, but they recommended a wonderful spot with a glorious vantage point upstairs that overlooked the entire trampoline area. There were also three party areas downstairs, one open and two enclosed rooms. I debated the open room to the side, also with a view of the park (albeit a tiny bit more obstructed since it wasn't as much of a bird's eye view), but the stairs were fairly easy to manage with the socks on my feet, so we went with the upstairs area. We needn't have worried about bringing decorations, since the party area had everything ready to go - dangly decorations, and all the trimmings over three separate tables (not sure if that feature is only at this Defy location - the manager is impeccable, so I would not be surprised if he went that extra mile)! We did have a theme and they were more than willing to tear down their decorations, so we could put up our own in the way we desired. I adored that we could bring our own breakfast (we provided donuts), so that we could feed our guests upon arrival. As I understand, they provide pizza for night rentals (please correct me if I'm wrong). We'll just have to go here again one afternoon to find out how great it tastes! The grown ups were encouraged to walk into the trampoline area to watch the children play, but this place had so much square footage that the attending adults could not be everywhere at once. I noticed and appreciated that they had kind workers with watchful eyes all over the trampoline park. One of these workers jumped to attention when a child was goading another to jump from a great height (for her) onto a pad below. I wish I had asked the team member's name! She handled the situation so well! Another worker, Chasten (sp?), answered any questions I had and assisted anyone (even the kids) with whatever was needed. We never felt rushed, we felt like true VIPs - what a treat! The doors were locked during the rental time, so I didn't have to worry about party crashers entering the facility unannounced - yay! On top of it, the cleanliness of Defy held up to this clean freak's standard. I even felt comfortable jumping into the foam blocks! The bathrooms were spotless and they cleaned the trampoline area immediately after the party ended. We will be...

Came in over the weekend and I had a terrible experience. I saw so many people rave about this place that I felt ok it's time I bring my child down to see what it's all about. Well the staff was super rude. Two staff members were super nice and super encouraging and I wish I knew their names but the others were terrible. My child ran up to me as I was sitting down below working on emails for work and asked was does F** sick mean? I asked her where did you hear that and she pointed out to one of your staff members in a black polo shirt referring to vomit on the on ramp. He just stood there and told others in a referee like attire to clean it up so I'm guessing he is a manager of some sort. I wanted to report it to the manager of the place since that is unacceptable. But everyone I talked to said they didn't know if the owner was available and went back to looking at their phones. It's funny how a random person who doesn't work there asked me if I was ok? He encouraged me to have a smile and he said here is a VIP pass for next time for my daughter. He was incredibly kind and felt like he cared about me but the fact is he doesn't even work there and noticed I was upset when the entire staff was more concerned about their phones or spinner devices. This random tall guy that was super nerdy looked at me and asked if he could do anything to make my day better. Why can't your staff be more concerned with the customers then there stuff? I know they are high school kids working here and some adults but nobody seems to be over 21 working here. You should hire the guy who talked to me. I believe someone gave him a megaphone and he went around asking people if they are having fun and making people laugh. When I was walking out of the park I saw that the person near the ninja like area was on his phone and he wasn't watching anyone. I sincerely hope that this place changes its tone. I never expected a children's place to lag customer service. On the way out the greeter was super nice and thanked me for coming and asked if there was anything he could do and I said no. The greeter was very helpful by getting the door and giving my daughter a high five. He should be a leader. He looked to be 18ish and had the mentality he should have to be there. He was a thicker guy kinda short. Give that guy a raise and make him in charge of something. If we ever come back I hope the staff is trained better and not more concerned about there phones or spinning toys and they learn proper respect saying the F word at a kids place and what I assume is a manager or leadership person in black polo to say it makes me question if the leadership is really strong or falling out of place.

After emailing with Ty for a while I have learned that he is going to solve this issue. The person who helped me that random person his name is Ken and ex military. Those are the kind of people we need to model our staff after. I changed my stars because Ty was incredibly responsive and met my requirements for better communication. I look forward to more communication with him In the future. To 2infinity and Ken thank you for helping me feel heard and acknowledged. I feel that Ty picked a solid person to help his company and that is Ken. Im glad he hired ex military shows support to his country and...

I had my son’s 10th birthday party here today. This rating would have been 5 stars, however my encounter with the general manager, Stephanie definitely dropped it down to 3 stars, and that is being generous. I purchased the highest level package for my son’s party, the Mega VIP. The children had 2.0 hours of jump time. The moms sat at a table in the “cafe”. With our package, we were allowed to bring any outside food excluding alcohol. My oldest son went to pick up our order from Chick - Fil - A for food for the party. My son brought the food items back and sat them by my foot, in the bag. I looked away to speak to another mom at the table and heard a female yelling, “You can’t have Chick - Fil -A in here! You can’t have Chick-Fil - A in here!” I turned around and looked at the individual and said, “I was told that I could bring any food items that I wanted outside of alcoholic beverages.” She says, “Are YOU the party mom!?” I said, “I actually am. Let’s step away from my party guests.” Mind you, I had on the party mom bracelet that was given to me upon check in. We walk away and I walk directly to the host at the guest stand and hand her our food items without saying a word to her. I turned to the employee and stated, “You ASSUMED that I brought food into here. You ASSUMED that I couldn’t possibly be the party mom.” She began to state, “You are sitting in the cafe, which is where people eat and we have a big sign on the door. We only have 2 packages that allow outside food.” I said, “Again, you ASSUMED that I brought food in, violating your policy and are now ASSUMING that I can’t afford your most expensive package, in which I actually purchased the most expensive package. Is this because I am a black woman? I can’t possible able to afford to have a party here and afford the most expensive package?? I have to sneak food in??? You didn’t ask me anything, you just approached me yelling and being unprofessional and disrespectful. Is that your job??? Where exactly were we to sit for 2 hours other than the cafe? Is our party room open for those 2 hours while the kids jump? I was informed that we would have it from 2:30 to 3:30, after our jump time.” She proceeded to quote policy. I explained to her as she had a smug smirk on her face that her behavior was unprofessional, demeaning, and embarrassing. She profiled me. Plain and simple. I asked her who she was and she said again with a smug smirk, “I am the general manager and I’m just doing my job, sorry if I offended you” all while smirking and being very condescending.

The moms at my table, who weren’t women of color were appalled and commented on how unprofessional and inappropriate her approach was.

With all of the above being said, Stephanie, the general manager of Sky Zone in Lakeland, FL killed what could have been a 5 star birthday experience for my son, myself,...