Surge Adventure Park — Attraction in Poquoson

Well I will start with the place was recommended to me by a friend. BIGGEST MISTAKE EVER! I planned this party in March for 5/4/19 for 2 kids, with planning a party for 2 kids I was unsure how to book it so I called. I got no answer just a recording so I called every 4 days for 1 week and a half. No answers so I went up there. I couldn’t talk to anyone because the party manager wasn’t there. I left everything for someone to call me. Still no call. I sent out party invites for times 2-4 because that’s what I wrote on the paper in the facility for the manager to call me back about along with the date kids name and my name. STILL NO CALLS. I started calling again still an automated machine that hangs up on you. So I went back up there to get my questions answered now we have 2 weeks til the date of the party I planned for. I got attitude for one, no one wanted to own up for their mess ups and not calling me back for two and three the manager lied to me from what the other employees told me. I ended up having barely anyone show up because the time I planned was filled up due to no one answering my questions and booking my party. Now I went through with the business with them getting there 30 minutes early to put the props on the cakes and having the food there myself since you can’t have food delivered there, they told me I couldn’t go in the room they have to hold my stuff in the managers office. WHAT?! So I’m told to get there early but can’t set up which you have to do because they only give you cloths and white paper plates and clear cups... UNSATISFIED when the place stated a themed party plates and cups. Now because my party was a bad experience the party host said he would give me passes for another day since only 5 kids showed up and I paid for 10 (minimum) okay great, but at the end when I try to get them I’m told by someone else the DM has to give them and they aren’t there. There’s nothing they can do. So I’m over paid and lied to again?! People have attitudes walking away because I tell them they won’t get my money anymore, but your the reason for telling me you not supposed to do this but you will since I over paid then tell me you can’t do it, & to top it off the party manager is sitting in the office the whole time sending employees to tell me instead of yourself. Horrible service, communication and management! They are lucky I have to give a star to leave a review because I wouldn’t them that! DO NOT USE THIS PLACE FOR BUSINESS. Bounce house is...

If I could choose zero stars, I certainly would. Please do not support this Surge location. I am the Assistant Director of a learning center in Newport News and today was the second time this summer that our children and staff were treated terribly. Our center prides ourselves on kindness, respect and FUN! As we are trying to give our children the best summer they can have, this Surge location (specifically the manager pictured in the blue shirt) has treated us as in inconvenience and has showed no kindness or professionalism.

The first time we came with our children , we were told we had to pay for a group package (that came with some sort of perks but they did not tell us what those perks were) . Not only did we find out we were overcharged , but we also did not receive whatever that package came with . Not only that, but the manager (blue shirt) was extremely disrespectful to our counselors - almost as if she was bothered that we brought in business rather than being welcoming to our excited group of children.

We did not hold that against them and we attempted this field trip again .

When we arrived today , the woman pictured in the orange shirt was very kind and helpful and in an attempt to remedy the overcharge she got the manager .

The manager came out moments later, with an attitude , and said rudely “HOW LONG YALL GONNA BE HERE?!” No greeting, no apology for the overcharge, no resolution, and no explanation of the pricing or hourly rates , etc.

When I called my boss to say I was not being treated kindly and would rather take our business elsewhere - the manager cut in and started being disrespectful again .

When I respectfully asked her name, she loudly kicked me out of the establishment saying “Nahhhh, We ain’t doing that, you can get out!!” Then repeatedly yelled at me “HAVE A NICE DAY MAAM, GET OUT, GOODBYE!!!” in a passive aggressive , condescending manner.

It is the responsibility of the manager not only to set an example but to also ensure that all customers and children are treated with respect and properly assisted while visiting their location . This manager has offended many customers over the course of the summer and clearly is not fit to work in a child service industry or a customer service industry.

I am extremely disappointed and we will no longer give this location our business. We will also no longer recommend this location to...

An absolutely bizarre experience. I brought my four year-old to jump at the park when we got there around 12:15 it was empty; lights and screens were off and the place seemed semi operational at best. The woman working the counter was, from the moment we walked in, not pleased that we were there. My daughter and I had a look around and when we came back up to the counter, she said “Are you here for the first time? Yeah I’ve been trying to get your attention for five minutes. Fill out a waiver.“ at which time she turned heel without another word went back to the office to sulk. I’ve seen this kind of thing in service positions a million times before; An employee so far past her expiration date in her current role that she has to take her internal frustrations out on unsuspecting strangers and potential customers. It was a slow Tuesday and she didn’t want a walk-in, plain and simple. The attitude was aggressive out of the gate and she was clearly looking to pick a fight. I pulled up the waiver that I had pre-signed via the website and held it up for her to see from where she was sitting in the office. Well, she did NOT like that! when she came back out she told me that I ‘had an attitude’ and that she ‘wasn’t playing like that today’.

And I know what you are thinking- what awful thing did I say that I’m omitting that elicit such a response? Look, I work in a guest-facing industry, and I am very cognizant of the impact of a customer’s interaction with a member of a service team; NEVER have I disrespected someone just doing their job; but it was clear this individual had no intention of doing their job today and fully projected whatever was going on in that office on me and my daughter. It was at this point we had no choice but to pack up and leave, as we were clearly not welcome by the only representative of the company seemingly working there. What else was there to do?

Never have I ever had such an aggressive, unnecessary and offensive interaction with a team member at ANY service or entertainment establishment. Maybe this person was having a really bad day, and I hope she’s ok. But hanging out with a 4-year old all day takes a lot of energy and preplanning; we had been hyping up going to jump and I had to disappoint her because of this completely unnecessary interaction. My advice? There is a SkyZone in Hampton. Drew Brees must be rolling in...