Big Air Trampoline Park, Raleigh — Attraction in Raleigh

Disappointing Experience at Big Air Trampoline:

Our recent visit to Big Air Trampoline left us with a rather disappointing experience. We had high expectations, but unfortunately, several issues arose during our visit that significantly impacted our enjoyment. Regrettably, we cannot recommend this place based on our poor customer experience, particularly with the Front Desk Manager and the party host.

Firstly, we were misled during the booking process. We were promised 11+6 jumpers, with the additional benefit of the birthday girl and her sibling jumping for free. However, upon arrival, we were forced to pay for both the sibling and an extra jumper. This inconsistency was frustrating and left a negative impression from the start.

Secondly, we had been explicitly informed while booking that we could bring our own food due to various allergies among the children attending the party. However, the Front Desk Manager displayed rudeness and lack of understanding when, in front of our guests, they informed us that outside food was not allowed. This unexpected change caused unnecessary stress and made us feel unwelcome.

Furthermore, throughout the party, our host repeatedly interrupted our enjoyment to urgently request payment. It was both disruptive and embarrassing, especially when they approached one of our guests directly to settle the dues. Such behavior from the staff was unprofessional and completely undermined the celebratory atmosphere we had hoped for.

Additionally, the party hall lacked proper ventilation and cooling. Despite our complaints, the staff informed us that they were unable to do anything about it. The resulting suffocating atmosphere made it difficult for everyone, including the children, to fully enjoy the experience.

While Big Air Trampoline boasts a kid-friendly environment, our overall experience was marred by the numerous issues we encountered. The lack of transparency during the booking process, the discourteous behavior of the Front Desk Manager, the incessant demands for payment by our party host, and the uncomfortable conditions in the party hall all contributed to our disappointment.

We sincerely hope that Big Air Trampoline takes these concerns seriously and works towards improving their customer experience. Until then, we cannot recommend this establishment to others seeking a memorable and enjoyable trampoline...

This place really disappointed me with my son’s birthday party and I wanted to love it. When I booked my son’s party after visiting during the week the staff was so friendly. I spoke with Kelsey over the phone to let her know of the accommodations my special needs child would need and she said everything was ok. That she would be notating the account about the specifics of what was needed. I told her my child and his friends are unable to wait or check in the normal way if we could do this separate from the regular line. She assured me that was fine. The day of his party I asked for her as the staff was clueless and I was told she was “on the phone”. So we waited and she never showed up! Next I believe the owner tried to help originally but then got an attitude about us not having everyone there at the same time. While my autistic son was getting irritable and wasting his party jump time that I paid in full for!! Kelsey came over and accused us of not “checking in” and proceeded to say No one from my party had checked in which was a lie! My son‘s guest had all been instructed to wait in long lines the very thing I asked them NOT to do!! Meanwhile my two sons including the birthday boy had not jumped yet although he was checked in. We were instructed to “wait”. It was determined they had the wrong party pulled up! Kelsey was very unprofessional and rude especially since she was the one I made the accommodations with! Completely unacceptable as she didn’t try to find out what I was saying but instead instigated the situation! The owner did try to rectify the situation by adding an hour to our jump time but later I was approached with a $79 bill!! I paid it reluctantly and it was told it was for extra guest. Mind you I asked Shay who confirmed my party if I needed to email them a guest list and she said NO! So I have no real indication extra people showed up! The whole experience was terrible and we won’t be back! Special needs children deserved to be treated with respect as other children!! The party “host” never even looked at my child or addressed him as having a birthday!! I do not recommend this place at all and we...

We will not be returning to this place. We came for my nephew’s 3rd birthday and only had four kids so it was not worth booking a birthday party through them. We paid for the kids and found a table to sit at. The first staff member approached us and said we had to take the cake back to the car since we did not book a party. Ok fine we took the cake back to the car. The employee never said anything about the two balloons and gift bag that we had. After we ordered pizza and sat down a different staff member comes to the table and tells us that we have to take the balloons and gift back to the car because we didn’t book a party. No where is this listed on their website, waiver, or posted around there facility. So we said ok but now my niece has to wait for her ride to come back to place everything back in the car. Five minutes later another employee approaches us telling us to remove the balloons and gifts. I asked why wasn’t there any signs listed around the property letting someone know this before they drive 45 minutes to your facility. This employee claims to have been a manager and was extremely rude. He got an attitude when I asked why this policy was not listed on their website or visible when you come into the facility so that people don’t waste time and money bringing them. I also told him that we would have left and got a refund if this was told to us when we arrived and checked in. His response was well I would have given you a refund but you got an attitude. Yes sir I do have an attitude because this is very unconvincing for us to have to put the balloons in a hot car for them to deflate. That was $22 wasted on balloons. The photo below is the only sign posted around their facility. There staff is vet unprofessional and we will not...