Altitude Trampoline Park San Jose — Attraction in San Jose

Disappointed with the Party Experience! :-( Booked a party almost a month in advance through their online booking. Never got a single call after booking unlike what is listed on their website and website doesn't list party day details. No communication on party from Altitude staff. If I had questions, if I call them, they never pick up and no one called back except once out of multiple attempts over different days. Only way to get hold of someone in a reasonable time period to ask questions was to visit the location in person.

On the day of party: Party rooms didn't have AC working and it was a hot day. So, got hot with guests inside room. It was better outside the room where AC was working. They charge $5 extra per jumper for a private room. With 15 kids, we paid $75+ tax extra, just for room but room experience was underwhelming due to AC failure. Rooms are also smaller than other places like SkyZone where we have had parties earlier. Icee machine stopped working. So, some kids didn't get icee and were disappointed. (again Icee was part of the MVP package). Due to that, they started handing out some ice cream to kids but they never communicated that to us. We only found out accidentally through other kids and guests. But, it was too late for us, as our guests had already started leaving and then some kid ended up with ice-cream and now all kids wanted ice-cream.

Our host Ace was good, but he was stretched between managing multiple parties. Hard to get hold of him, if we needed something, specially when you get only 30 minutes for food time. My impression was that they are under-staffed severely overall. Very few staff in the playing area and also between different parties. We have got much better experience with SkyZone parties in the past including staff availability.

They gave us about $45 discount in the end but that was not enough in our opinion, when they charged $75+ tax on it extra for just booking a room which didn't have AC and then some kids not getting Icee and seeing other kids getting them and then some kids getting ice-cream but others didn't. Overall, it was pretty disappointing experience for us as hosts. I have given 2 stars as at-least kids enjoyed playing. But, as party hosts, we were stressed out unnecessarily due to lack of proper party-management by Altitude. We had much better experience with Skyzone in our...

We were here for a Birthday party and we had a private room assigned. The place is amazing. There are so many things for the kids to do. Beside the regular trampolines, they have trampoline dodge ball, trampoline basket ball, trampoline video games, climbing/balance play zone, drop wall, and more. HOWEVER, most of the place is totally unsupervised and a major accident waiting to happen. Beside the annoyance of kids allowed to hog a specific activity, kids are exposed to pretty dangerous stunts that if not properly supervised have the potential of someone to get seriously hurt. As an example, kids are allowed to jump from an elevation of at least 8th feet into an air mattress underneath. There was no one making sure kids would jump one at the time and that the air mattress had been cleared before the next jump, nor making sure kids would jump safely (no head first, no flips, …). Someone is going to break their neck one of these days on that thing. Also, in the dodgeball trampoline arena, no one came to stop a very large, very aggressive early teen from throwing balls at full force against 6-7 years old kids. My son usually loves dodgeball, but he was too afraid to join. They might try to save money by operating with limited staff, but they are going to pay dearly when a lawsuit is filed. And there is no waiver that is going to save them. The way the place is run is reckless to say the least. Last, I’m not sure where parents are expected to sit. We had a reserved room, so we were OK, but all the open seating tables were taken by Birthday parties. Not sure if those tables were reserved with the facility upfront, or someone came in and grabbed whatever was available, but it should not be allowed. We saw parents sitting on the floor at every corner because there was nothing else available. Fantastic place, but that means nothing if it is...

I am writing to share a very disappointing experience I had at Altitude today, which left me with a negative impression of an otherwise wonderful business.

I arrived earlier than usual and noticed there was only one long line available, whereas normally there are two or three. Suddenly, a second line was opened. Instead of helping to fairly organize customers from the existing long line into both lines, the customer service representatives began serving new arrivals in the second line immediately. This left those of us who had been waiting in the original line for a long time at a clear disadvantage.

When my turn finally came, I politely expressed my frustration about the lack of organization. Instead of addressing my concern, the service representative laughed at me, called over a colleague, and pointed at me while laughing, saying that I had suggested they do a better job managing the lines. This behavior was not only unprofessional but also outright disrespectful.

I spoke with the manager about this incident, but her response was equally concerning. She claimed she was aware that her staff “manages lines” (which was not the case today), and admitted that “many people complain and say the same thing” to her staff—implying that this is why they are rude to customers who complain. When I asked her several times if I understood correctly that she was essentially okay with her staff being rude, she responded, “I’m not saying that, but I understand why they are rude.” She then told me I could escalate the matter “as much as I want” and that she “doesn’t care.”

I find this attitude and behavior from both the front-line staff and the manager unacceptable. I hope higher-level management can address this pattern of poor customer service and disrespect, as it truly ruins the mood and overall impression of such a...