Sky Zone Trampoline Park — Attraction in Ocoee

2/18/22 UPDATE* Owner replied to below review stating that they emailed me back. This information is false. They never contacted me, as a matter of fact I sent a second email and nothing. I have been completely ignored.

You have no idea how disappointed and unsatisfied we had to leave this place this past Saturday 2/05/22. We chose DEFY Orlando to celebrate our son's birthday because we had previously done the samething with our daughter's birthday and on that occasion our guests and ourselves had such a wonderful time that we wanted to do the same for our son. But this time we upgraded to the MEGA VIP PARTY PACKAGE because we wanted for all the kids to enjoy it and have a blast. Sadly this was not the case. We can be very understanding people, like with my daughter's party, we never received her birthday shirt, but I communicated the situation with one of the event coordinators and she was kind enough to agree for us to get it on Saturday since her birthday was just a little over a month ago and since we live far this way was more convenient for us. We also understand that a party on a weekend is more chaotic and hectic but for us it was just a disaster. Our package included 2 hours of jump time and 1 hour in the party room. When we first arrived we were told that the room was not going to be available until 8pm, which we were informed this is your policy (2 hours of jump time for us and our guests without a place where to provide them snacks or drinks from what we brought is unbelievable). But again we understood and waited patiently. We did not have access to a room until 8:20pm, we were unable to decorate nor have enough time to set up anything. We were so upset that we requested to talk to the manager. He came, talked to us and as a courtesy he allowed us extra 15 minutes at the end of our party, and we agreed to this. I informed him about the shirts and told him we paid for the MEGA VIP package. He assured us that he would make sure we were taking care of. We went into the room to enjoy our celebration. We had our pizza, drinks and cake. The host would pass by from time to time to make sure we didn't need anything, but honestly if was easier for us to take care of our own needs becasue few times we went out and got what we needed ourselves like napkins or extra plates, unfortunately the host was nowhere to be found. All of our guests starting to leave, we started to clean up and packed our personal belongings when we realized we never received what the package was supposed to include:

*Party favors: Reusable water bottles and stickers. *A one hour return jump pass for all the jumpers at your party.

This was never given to us. If we hadn't remembered, we would have gone home without it and this is unacceptable. We can not believe that a place like DEFY Orlando have such a poor customer service. This experience was 100% unpleasant and I can guarantee you my guests felt the same way. The worst part was when the manager told my husband that he didn't know what to do or say to us in regards to how unsatisfied we were with the whole experience. I told him I didn't want to tickets no more due to the fact thall ALL my guests had left and no one was happy with their service. He stated that no credit could be provided for services already paid. What services? What package? Nothing was done for us. The package did gave us the option to bring our own food and why would you suggest that? since there's no place to put our food besides an open cart by the main entrance where everyone has access to our food and personal belongings. The manager explained that because their party rooms run by hour, they didn't have any other place where to put our stuff. Not even a freezer for our icecream. Why would you recommend customers to bring outside food if for 2 hours, no one is going to be able to enjoy it. We honestly feel and believe that as customers we didn't matter nor were important to their staff. This is completely unacceptable and unfortunately this is not a place that I would...

Booked our second birthday party here, first experience was amazing! This year the quality has drastically declined. I would NOT recommend this venue to anyone based on the lack of interpersonal skills and terrible customer service from both managers on duty 10-1-22. I booked in advance, called to confirm and asked for the balance. I was emailed a total due. I forgot physical card at home, so I asked if I could show proof of the card in the banking app and type in the numbers- they refused. One associate said he would try it but the managers refused. They told me to get cash back- without the card I couldn’t. The male Manager was a jerk told I could reschedule or forfeit the deposit. The total balance they sent in the email Was 331, which changed to $360. I asked if they automatically added gratuity for this poor Experience and they denied it but couldn’t explain the difference in charges. They LACKED EMPATH and I was Shocked I was treated so Terribly as a REPEAT customer. They told me I could go get the card which would have taken an hour round trip and would have lost the time we paid for. I asked if they could send the invoice so I could pay it the same way I paid the deposit (online)- they refused. Once we finally Got a party guest to loan the amount due we were allowed to enter. We had to continually ask for all the socks that were paid for in advance. I asked for the glow in the dark party, it was not at all glow in the dark. Our host even admitted it “is supposed to make everything glow in the dark- it did not. We were highly disappointed. I wanted to at least tip our host since he was not problematic however we were charged an extra $30 which we assumed was the gratuity, it wasn’t. They could not explain what the charge was for so we Left. Overall it was a 1/10 Experience and we will Gladly book with the competition who have much better attitudes and customer service. If you can avoid this place I highly Recommend you go to ‼️‼️‼️Outer Limitz Arena‼️‼️‼️‼️‼️ In the meantime the supervisors at this location should Go Through customer relation training to prevent other families from feeling this unwelcome during celebrations. Not one apology for any of the inconveniences. Their response to my complaint was dismissive of the glow in the dark feature that Wasn’t provided, and the cheap nasty pizza from Marco’s and the RUDENESS of The managers when I asked a Simple Question. If it was made clear that that Apple Pay wasn’t an option- I would have turn around immediately when I realized I had left my card. They admitted it’s only on the website and no reminders in the confirmation EMAIL. Not multiple emails. Never going back so it doesn’t matter. Hope the managers are replaced With...

Zero Stars! Unbelievable We just had our daughters birthday this past weekend. What a disaster. When checking in, they didn't have our party reservation and told us to wait and then asked for tip prior to the party starting and suggested that we pay 20%. Then they made our party wait to go in past our reservation time for the party. Once we were allowed in the party room, the unorganized chaos continued. We booked not only the Mega VIP package for the party but included the glow in the dark add on as well as other add ons that were missed. There were 6-7 staff setting up, rummaging through our bags and gift bags and they even left 3 gift bags and our food in the middle of the lobby. No one, not even management informed us that the AC was broken in the party room or offered us any other options. The thermostat said 85 degrees and we had not only 20 kids but another 15 parents in the room. They didn't set up any of the glow in the dark plates, cups, plates or silverware until we asked and then brought in broken tableware so we had to keep asking for new or more for our party. We paid for soda and pizza and they said that the order was messed up so we only received 2 of our 4 pizzas, asked for our other 2 of the 4 sodas that we paid for and additionally were told that they would get us 2 more pizzas. At the end, they were only able to find 1 more pizza but this is as we were walking out. The kids were hungry and thankfully we brought in our own food as well so we were able to give the kids some of that. We had to serve our own cake and they didn't even have cake plates. The party planner took 10min looking for cake plates while we waited. Once the kids were finally able to eat cake, 20min before the party was over, we were informed we needed to start packing up now to get out of the room asap. She started packing up our gifts and putting them out in the hallway. I've never experienced anything like this, anywhere.

Our party planner asked us to pay for tip directly to her via private zelle account or cash and said the place was full of fraud where the check-in staff, who didn't know we were having a party that day, keep or steal the tips from the party coordinators.

I would not recommend this place to anyone, especially those who invest in a higher end party for your child assuming you'll get service and quality that you're actually paying for. Management should have been on top of the issues and or checked in on the party knowing what was going on as well as the AC maintenance issue and I would recommend they work on staff and fraud if that is what is...