Sky Zone Trampoline Park — Attraction in Mountlake Terrace

I would give 0 starts if I could. Where to start with this terrible experience. I booked a birthday party for the 7 year old son at this location. I paid $600 and thought this would be a stress free and fun experience. I was willing to pay so that I could just enjoy the day. Unfortunately that is the opposite of what happened. I was expecting at that point to meet my "host" so that we could go over how the day would go but that did not happen. I had several things and no one even mentioned that there was a rack for me to place my things. I had to figure this out myself. Then I asked which room we would be in. They said room #3. I went to look at this room and discovered there were only 2 rooms. I went back to the front desk confused and asked where was room #3 or was I told the wrong room. They said "oh no you are in room #3. Apparently, the are calling this fenced play pin area a room. Which makes zero sense. Since a room by definition must have walls. I expressed that this would not work for me and that I was told I would have a room. They told sorry but that they were already booked. So that was very upsetting to say the least. We could not hear each other and singing happy birthday was pointless since it was so loud. This is not what I was told on the website that I would receive and at NO point did anyone ever mention this is what they consider a "room." It only got worse. The entire staff what not attentive or even aware of how to provide good customer service. They were unconcerned for the guest safety as I witnessed spilled water right near the entrance of the park be ignored for about 7 minutes. I had to stand on top of it to make sure no one fell and slipped on it. It's ridiculous no one cared and I asked 3 different staff members for help. The host we had was nice but so clueless. He was obviously not trained. I will say I may have a different perspective seeing as I have worked in customer service for over 25 years. I notice things other may not and what I witnessed here was a complete failure in my opinion. My host had to be told what to do and when to do it. He forgot some of my food. Didn't bring dips for chicken and stood around when he should have been serving the kids of my party. Basically it was NOT a stress free day for me. I wish I would have never booked here. It was a complete waste of money and I could have had a better time virtually anywhere else. A friend who attended my party decided to have here son's birthday at Pump it up instead of here because of this terrible experience. Oh and too top it off at the end of my son's party some employee who I had not spoken to all day came up to me and asked me to fill out a paper so I could leave them a tip. ARE YOU SERIOUS! It was a slap in the face after everything that had happened. The staff was oblivious to my experience or did not care. I left feeling like I had been swindled and it was not at all what I had envisioned for this day. I sent in an email about my experience and the manager Taylor called me. She was nice and listened to me. She they offered my $50 and then $100 for what she agreed was a terrible experience. I told her that was nice but I did not feel it was enough to be honest. The website they have up is false advertisement and I did not get the level of service that I paid for. I said I wanted half my money back ($300) and that I thought that was generous considering how bad this had gone. She said she would need to escalate this to some one above her but that someone would be contacting me last week. I did not hear from anyone all week and then I decided to call Taylor on Friday 11/15/24 and asked to speak to Taylor but never heard back from her. It is not Monday 11/18/24 and still no call or resolution. I did see a $50 credit go back on my card but this is unacceptable in opinion and I'm still waiting to hear back from upper management. Please call or email me ASAP. I would like to get this resolved this week. Needless to say do not have your kids birthday party here. I promise you, it's...

Horrible management team: don’t book birthdays here unless you plan to follow up constantly to make sure you still got the spot you booked.

We booked a party at least half a year in advance. The entire day was empty when we booked it, and I specifically asked if we can get one of the actual party rooms instead of the fenced in “open space”. The open space is loud and not very private, so there’s no way I would have booked the party here if only the open space was available. The staff member told me not only were both rooms available, but I had my pick of which room I preferred. I picked one of the rooms and I watched them type the reservation into the computer. Then I paid the deposit.

About a month before the party, I checked with a staff member (in person) to make sure the party was still booked and they told me yes. Zero follow up/confirmation from Sky Zone in the days leading up to the party.

On the day of the party we arrived an hour in advance, only to find out we were assigned to an open space. Panic set in.

I immediately talked to a manager and explained the situation (with some frustration). Her first response, before even checking the schedule of the night, was to say there’s nothing she could do because their system randomly assigns spaces. I said that’s not what I was told when I booked the place months in advance. The manager kept going back to “there’s nothing I could do” and told us we could either cancel or take the open space. At this point I became very emotional as I’ve never experienced such ridiculous screw ups in a service industry, and I started to cry. The manager said there must have been a mixup but refused to fix it, saying she didn’t understand what the big deal was, the spaces are all the same (they are not). The manager also showed me a “call log” that said someone called “‘me” two days before the event to tell me there’s only open spaces available. I pulled out my phone and showed her that I answered no such call on that day and no voicemails from them the entire month.

I then apologized to the manager, who responded with, “I don’t care, even if I could do something about it I wouldn’t because of how you approached me.” My kid also became concerned and started crying, asking us why can’t he get a birthday room. I apologized again to the manager for losing my temper, and she finally agreed to “see what she can do about it.”

Turns out one of the rooms were empty during our time anyway, and she could have easily given us the room without the fuss, had she bothered to check, or care. They finally confirmed we could get one of the rooms and I was able to tell my crying son the problem was fixed. But of course we got zero refunds.

I would say the only good thing about the night was that our party host Zack was great, and the kids had a blast. But the management team was so incredibly unapologetic and unsympathetic about their own errors that upset a kid on his birthday it is hard to believe how this place will stay competitive. They have lost our...

feedback on a disappointing Experience

I don’t usually leave reviews, especially when we’ve had mostly positive experiences but I feel this needs to be shared in hopes of improving communication and respect toward customers.

We’ve been members at Sky Zone Mountlake Terrace for over three months now, visiting at least three times a week because our daughter loves it. The park itself is fun, clean, and close to home, and we’ve always enjoyed our time here.

Today (04/24/25), we were unexpectedly told by the manager (who happen to be the manager that evening) that she couldn't check in us due to a supposed problem with our membership. She claimed we only pay $11/month and that our daughter is “just an add-on.” I was confused especially since no one had ever said anything like this before. I asked if we could be let in for the day so my husband (who set up the membership) could sort it out later but she refused.

I left the park feeling disappointed but my daughter on the other hand was having a complete meltdown because jumping on the trampoline is her absolute favorite thing. She couldn’t understand why we had to leave. Seeing her that upset pushed me to go back and ask another staff member to check our membership again and I was also having a hard time believing that we were only paying $11.

Thankfully, another staff member named Shayan (possibly misspelled), took the time to check our account and confirmed that there was no issue at all. She even came over to where I was sitting afterward, gave me a small membership card, and handled everything with kindness and professionalism. The manager never followed up, never apologized, and made no effort to correct the confusion she had created. Later that evening, I confirmed with my husband that we actually pay 56.97$/month because both parents are included in the membership. That made me even more disappointed knowing we were wrongly denied entry and made to feel like we didn’t belong.

We’ll continue visiting Sky Zone because our daughter loves it but I hope the manager seriously reflects on how she interacts with members. Being a manager means listening, verifying, and showing empathy not jumping to conclusions and turning families away based on incorrect information. Shayan, thank you for your kindness and for doing your job...