Altitude Trampoline Park — Attraction in Marlborough

Can I rate a negative number because one star is actually much higher than I want to give.

I don't typically write poor reviews on establishments because I never know the mile a person has walked prior to coming into contact with me.I try to give people a lot of leeway before reacting. However, this experience is worthy of a poor review. I will never visit the altitude jump park again because of a very poor experience my family and I had last weekend at the park.

We reserved our tickets on line for a 4:45 jump time, four kids scheduled to jump for an hour. When we arrived we were asked to wait in the very long line. I inquired what the point to reserving a jump time was if we were getting in line. The young boy managing the line replied most everyone in line had also reserved a spot. I wasn't quite sure how he could make that statement as there weren't two lines: one for reserved ticket holders, and one for purchasing at the desk ticket holders. So we waited it out as minutes ticked by, and our reserved time quickly passed by. By the time we reached the front of the line we were 1/2 hour past our reserved time and could no longer jump for the 60 minutes.

We requested a 30 minute refund of our jump time as now the kids were only able to jump for 30 minutes, not the paid for 60 minutes, per child. The manager on duty explained he could not refund the money but could instead give us a 60 minute jump pass. We politely declined the jump pass and again requested a refund as we were no longer receiving a service we prepaid for. He responded: This is what I am offering and if you don't like it you can leave. My husband and I were floored we were being spoken to in that manner by the manager of an establishment.

Naturally we asked to speak to the general manager. She too would not refund the money, nor would she print any policy for us-after I asked- that stated a jump pass would take the place of a refund in the event a party was not able to jump the paid for time slot, because of an error on the park's end not our end. In fact, the general manger told me when I asked for a print out of the policy that the "printer paper was for them " and she "was too busy to print out the policy." Both staff members, management level, were young, completely inexperienced with any kind of problem solving capablilities and entirely ill-equipped to conflict resolve. We tried to work with the two young staff members and asked on more than one occasion to show us the policy that affirmed what they were saying and neither of them could produce it, nor were they willing to direct us to where to find that information.

Altitude finally asked us to leave after no efforts of resolution were being reached. Because we did not jump at all we did get a full refund for that, interesting. So I guess they can do full refunds, just not partials?!? This afternoon my son and a few of his friends went to altitude to jump and my son was refused entrance into the park. He's 13.

I am always grateful for policies and always reference a corporation's policy when a problem arises. Every time I called Altitude the manager (same one) hung up on me so I can't even have the conversation about the policy being violated.

This entire situation could have been avoided if the staff were trained properly on how to manage a conflict. I do not blame the staff for that. The blame falls on the corporation for failing to training their staff and prepare them for their job.

I cannot support a corporation that treats people this way. I get it trampoline jumping is so much fun. I would just encourage anyone who has any issues with how they are treated at the Altitude establishment to put it on record with APEX. Altitude is a tenant of APEX and APEX should be aware of how altitude employees are treating...

Be prepared! If you play dodge ball & the staff is not present in the area, because they are too busy chatting with their friends in another area - Apex Altitude does not care what happens to you. My daughter went in to play with her younger brother and next thing you know a few teenage boys head in, smash her in the face with a ball, go running out & her (not cheap) glasses break into pieces. We tell the staff. They looked at me like a deer in headlights. Off to the front desk. The manager wasn't in. She said, "I know you sign a waiver, however if our staff was not present, and should have been, then it is our fault. I'll have the manager call you tomorrow." 9 days later no call. I call back. Manager gets on the phone. I explain the situation. His reply, "So exactly what would you like me to do for you?" After a 15 minute discussion he said he'd have a staff meeting, not much he could do. That was it. No sensitivity, just cold & rude. This isn't an answer from a business who is supposed to be staffed to prevent issues such as these. If a staff was present the boy would have been stopped, or if it occurred there would have been an adult witness, the boy would be ejected & I would have been able to speak with him & his parent to find a solution. No staff. Just chaos. And now no answers. Someone is responsible. So legit play at your own risk. It's a free for...

Do not be fooled by the advertised closing time by this place! They claim to close at 8:00pm, but in reality, they shut their doors an hour earlier at 7:00pm. This practice has left my daughter disappointed and sad in her B-day.

Don't risk ruining your plans and disappointing your children by wasting your time going to this establishment when they turn away customers after 7:00pm.

Even on special occasions, such as birthdays, they refuse to accommodate customers and this is what happened to me and my daughter. My daughter's birthday was ruined because the company wouldn't sell tickets for us at 7:30pm. I was so disappointed when my daughter's birthday was ruined because the trampoline company wouldn't allow her to play for just 30 minutes, even when I offered to pay for a full hour. My daughter cried and I felt like they didn't care about children or making special occasions memorable. It was frustrating that they didn't show any concern for clients' satisfaction or enjoyment. If you've experienced something similar, I encourage you to share your feedback and leave a negative review to warn others about their poor...