Sky Zone Trampoline Park — Attraction in Louisville

Visited sky zone and what started out as a good time turned into a nightmare at the end. I came here with a client who is autistic and his mom and 3 other children who are my clients cousins and everyone was having a great time and really enjoyed the facility including the birthday boy who is autistic.

I was preparing to leave and went outside to retrieve souvenirs and birthday items which I was going to give to my clients mom since she was going to be staying for an additional 15 to 30 minutes depending on how easy it was to get my client to leave (sometimes he wants to stay places longer and it’s hard to get him to leave) so just as I was preparing to give the mom the contents of the bag which included a souvenir magnet, a mug & spoon and the other bag which would be given to the client at home I was approached by a male staff who told me that no outside food is allowed. I tried to explain to him repeatedly that I was about to give the mom souvenirs brought back from a recent trip out of the country and the other bag contained birthday gifts for my client which I was going to allow her to select the items that she thought he might like the most and possibly use one of the items as an incentive to get him to cooperate and leave sky zone easily and quickly without having a “meltdown” . I repeatedly explained to the staff what I was trying to do and that I had no intention of trying to break the rules but I did want to give the mom the souvenirs and other items because I was preparing to leave and that he could watch if he liked to insure that I was not trying to smuggle in food to be eaten in the establishment. I explained several times that this wasn’t my intention. I was giving mom souvenirs and after showing him some of the souvenirs he still accused me of trying to bring in outside food with accusatory tone and then stated, “you’re trying to intimidate me”’. I was not cursing! I was not yelling! I was not threatening him or being disrespectful This really upset me that he accused me of trying to intimidate him. That was not my intentions, BUT I was trying to explain to him about my client being autistic and what I was trying to do to accommodate him. I then questioned the staff and asked if my skin color was intimidating him as I am an African American woman. I am short, only a little over 5 feet and 150 pounds so I could NOT imagine why he would be intimidated by me and when I asked this he called security and another sky zone staff showed up and then he quickly left after saying again that I was trying to intimidate him and I explained to the other staff person, a woman and the security guard what had occurred and explained that I was just trying to give my clients mom souvenirs gifts and the other bag contained gifts for my clients as it was his birthday and the contents of the bag would go in mom’s purse to be given to him once he was home or possibly one of the items could be used to motivate him to cooperate when it was time to leave since he was autistic and this might help him leave without a meltdown. The sky zone lady was not helpful, defending staff behavior,BUT the security guard was willing to listen and nice, but because so much time had passed, my client ,his mom and the other children were ready to leave as several of them were also upset about the situation.

I think there needs to be more transparency regarding the rules. I think the rules should be clear that customers are not allowed to consume outside food but me giving a bag to a mom containing souvenirs because I’m leaving and she’s not is ridiculous! I continued to try and explain because I didn’t want staff to harass my clients mom after I gave her the bag and I left. I was not trying to smuggle in or eat outside food at the place and I was very shocked that an assumption was made when I just brought in a gift bag with souvenirs and gifts. The situation left me upset and tearful so I’m not sure if I will return again. Outside of this interaction I have no complaints but the staff could have been professional and not...

I wish I had read some of these reviews before booking here. Last year I had my kid’s party at the Middletown Skyzone, I booked at the Outerloop Skyzone because it’s a more convenient location for us and our guests, before learning the two locations are not affiliated. The Middletown Skyzone was amazing, the party was flawless and the staff were kind and helpful. The Outerloop Skyzone was stressful and chaotic and the staff were rude. The experience was awful from the jump. My child had a membership here briefly so that his sitter could bring him over the summer and when I brought my child on his actual birthday I had to re do his waiver bc they updated it, I had no issues. For his party, less than three weeks later, he was held up from signing in and jumping for 20 minutes into his jump time as they argued with me over him not having a waiver on file (that’s 20 out of his 60 min jump time, with no apology or offer to let him get that back) — even though I was showing them on my phone the confirmation for his waiver, they wouldn’t even look at it. They just kept saying they found mine, but not his. I’ve never jumped here, I’ve only filled it out as the parent of a minor. So I sat there, while our whole party waited, and filled it out again and they still said they couldn’t find it. The (I assume?) manager stood there while this was going on and both her and the employee I was speaking with just kept telling me they couldn’t find it and just looked at me, offering no way to work it out until I was like, what do I need to do ?? Because this is the second time I’ve filled this out and I’m showing you confirmation on my end that you aren’t accepting. I had to go through with the employee and give all the info they needed aloud and had to repeat every answer several times before it was entered correctly. Literally the worst customer service, unhelpful, unapologetic. The WORST part of the experience came about 20 minutes later when the lady working the floor around the smaller kids jungle gym area made my child cry by snapping at him. The birthday boy is 8 years old and autistic and he is limited in the activities he feels safe doing in a place like this with so many other kids running wild, so he likes much more calm play area and he’s played in there several times without issue. He was playing, very quietly and calmly in the area when this worker snapped at him and pointed her finger to get out saying “you’re too big, you gotta get out” with a cold voice and demeanor and you could see my child freeze up and the joy drain from his face as he tried to hold back tears and start walking back toward me and the other adults sitting right outside the play area. I take no issue with the rule that older kids can’t be in there, but my problem is with someone who is getting paid to work around kids having no idea how to interact with them with the most basic respect or empathy. She took no issue with her own behavior, could see his reaction and didn’t do a damn thing else. If I saw that my words or demeanor just brought a child to tears, the last thing I could do is act like it never happened and go about what I was doing while they walked away crying. SERIOUSLY. There are real basic ways to speak to children and let them know what the rules are. This was not it. My sister beat me to it and went to talk to the manager but I’ve worked too many places to know that this will never go anywhere and I doubt it even made it back to the employee so I really hope you see this. SHAME ON YOU.

If you’re looking for a place to have your kid’s party - the Middletown skyzone was AWESOME and made the whole thing easy and stress free and it’s much bigger and has a lot more to offer for the kids. And Xtremenasium is a little smaller but much better for the younger kids and your kid, no matter their age can play in the jungle gym without being scolded and shamed with no remorse.

Will never be...

I booked a birthday party at Sky Zone on a Saturday at 1 p.m. for my 8 year old. It was the worst experience I've ever had at any establishment that offers birthday packages like that. The kids had a decent amount of fun but I tried to redirect them from the issues listed below. 1 - the small kids section was partly closed off. 2 - they couldn't play in the basketball area because there was some kind of bracket tournament going on for GROWN MEN!

• the place isn't that big to start with but having half of it unavailable made it even worse 3 - a present from a guest that was given to the lady at check-in for the birthday kid never made it to the party room. They didn't have a clue what happened to it. Someone either stole it off of the rack set aside for our party or the lady put it in the wrong room. 4 - the pizza was cold and like eating cardboard. They forgot one of them when they got the others so they brought it in the room shortly after. It was fresh so it wasn't cold but it still wasn't much better. 5 - our party room was supposed to be from 2-3. They didn't finish cleaning it from the previous party until 2:30. I was standing outside of it waiting to go in to put up our decorations and had to ask if I could go in while they were still cleaning it. The manager then comes over to tell me they are going to announce for our group to come to the party room but that we are supposed to be out by 3. I complained that they had yet to let us in there and that wouldn't be much time. After she made the announcement at 2:45 for the guests to come, she said "the best she could do was let us stay in there until 3:30 but that is already 30 minutes over our time". So even though they wouldn't let us in on time or announce it, we didn't get the hour in the party room. It was basically 30 minutes by the time the kids all got in there. 6 - the cost! It was $395 for the Epic Party package for 12 jumpers and 2 additional cheese pizzas. For that amount of money, the kids only get to jump for 1 hour and you are SUPPOSED to have the party room for an hour (even though you don't). 7 - they tried to charge me extra at the end because they said I had more jumpers. I had the manager go through the list with me and realized a couple kids were listed twice and there was a random person added that wasn't with our group. 8 - the line to check-in was extremely slow. 9 - there are no systems there to fill out the waiver for the ones that didn't get to beforehand so you have to get out of line, do it on your phone, then go back...