Altitude Trampoline Park — Attraction in Sanford

I’m sadly writing about our horrible experience over the weekend for our son’s 5th Birthday party at Altitude Trampoline Park - Sanford under their new management. Although I did appreciate the recent improvements (taking away the foam pits and the obstacle where you run up and then jump down off an extremely high level, where my oldest son had hurt his neck at our daughter’s birthday party), the entire rest of our experience was horrible.

We have had two parties here in the past (one of which in a double private room as we should’ve had on Saturday) to accommodate 20 jumpers and 20 spectators. This time it was one room, rather than the larger space we were given before. The parents couldn’t even be in the room without everyone being crammed in there and were forced to sit outside the room. Before the party started, as I’m finishing up putting our cake pops out on the table, I’m being called out into the loud jumping area to sign a contract. I don’t understand why she wouldn’t come to me as I said I was finishing setting up. She insisted I stopped what I was doing to come out there. She then took an extremely long time to even get bracelets on our kids, when the room next to us got theirs immediately and ran off to jump. After they jumped for a bit, she asked to change our dodge ball time to 1 pm, rather than 12:50 and do pizza after that. I agreed to make it easier, but if I would’ve known how long the process would take or how we’d be treated, I would’ve never agreed.

Trying to let the room size go, I also had to then serve more than half the party because the young girl clearly couldn’t handle serving 30-35 people by herself. I had confirmed double sliced pizza three times (twice in person and once on the phone), so the little ones wouldn’t waste and have enough for everyone. Not only was it not double cut, she attempted to do it herself with a plastic cake knife (five pizzas). The kids are now over it because it took so long and started leaving the room, so she asked to do cake at 1:40 pm, which we again agreed. I start quickly cutting the cake after we sing. She is slowly passing out the cake (without forks at that) and then doesn’t offer cake to a couple parents right outside the room at the tables, which is again what was frustrating about the smaller space than what we’ve had in the past. I am not noticing the time and just trying to hurry and get it done because she wasn’t getting anything done in a timely manner and there was no urgency in a thing she did. After I had to go back and cut more cake (after everything was put away by me) for the guests she didn’t serve, we apparently went over the time. Instead of a warning, she waits until after 2 pm to let us know we will now be charged an extra $150 for going over by 15 minutes!!

I was already not planning to have another party there again after the size of the room and service we got, but it only got worse. Not only do we get the charge, she then gets tipped off that extra $150. We spent a total of $900 for a two hour, rushed party and although downplayed by two 17 year old managers with bad attitudes, the GENERAL MANAGER was even more of a joke. She didn’t sound much older than them, was extremely rude, yelled/talked over me and hung up on me twice! She also told me that we not only had to be out of the room, but out of the building by 2 pm. Telling a customer that spent $900 in your establishment for TWO hours that they can’t even be in the building is a disgrace. They should be ashamed of themselves. Again, at previous parties, the kids lingered a little after while checking out and getting things out the door and were never pushed out like this.

Needless to say, we will never step foot in their establishment again, unless possibly under different management, and will definitely never have another party there.

I have been in the service industry for a very long time and have always been respected by my customers/regulars, managers and anyone I come in contact with. Altitude needs...

The birthday host was very sweet and my daughter really enjoyed herself, that’s where the positive unfortunately ends for this party. We’ve had dozens of parties at dozens of places but this one, we won’t be doing again. It was supposed to be stress free but it was all but that. Where do I start? First I talked to three different party planners the week prior to the party. The day of the party I get a call saying that the party was cancelled because I didn’t sign a document. It said they’ve been trying to reach me and were unsuccessful. Again, I talked to 3 party hosts and even dropped off our decorations the day before and NO ONE mentioned it. Well, after speaking with a person on the phone I was able to sign the document with them on the line and party was no longer cancelled. So I get there the day of the party 45 mins early. I wait in line for about 20 minutes and finally am able to check in. Party is supposed to start in 10 mins and the room still wasn’t ready. My family members were helping me put up decorations. I wouldn’t normally mind this but I paid hundreds of dollars not to have to worry about this stuff. Was VERY disappointing. I thought I would just arrive and it be done for the amount of money I paid. The final and main issue I have is the pricing. You book a party and anyone that has kids knows not everyone RSVP’s so you only have a “guesstimate” of headcount. The way Altitudes charges additional children is absolutely ridiculous and makes zero sense. If you book a party for 12 then you have leeway of only 3 additional kids (if more show then RSVP’ed. after that 15th child, you are charged a $100 overage PLUS admission for each additional child. I mean, I don’t mind one bit paying for additional children but to be charged an overage fee is just ridiculous. I wanted a bunch of kids to show up for my kids birthday but held my breath each time a kid showed up with siblings because of the parent didn’t pay and booked them under my party then I was charged. I gave them names of children who RSVP’ed to ensure that didn’t happen but it did! Lastly, we were told we would be charged if we didn’t have the room cleaned up by the end of the party time but our hostess (again very nice) was busy somewhere else. I along with members of our party did all of the cleanup except taking the trash bag out of the room. Again, I paid a very good amount to have a “no fuss/no hassle/just enjoy your party” day. It was NOTHING of the sorts. I will not ever have another party at altitudes and would warn others about having it there. $500 later and I’m exhausted mentally, financially and physically....

I would NEVER recommend Altitudes. Please be advised that it may not be advisable to book your birthday parties at this location. You may be required to pay additional fees for each individual child not included in the package, which could exceed the cost of a walk-in fee. Furthermore, if you exceed the number of people allowed, you may be charged an additional $50, in addition to the cost of paying the extra $27.50 per child.

I wanted to dispute the $50 charge. Honestly, you can go to the front and pay $21 for the same 2 hours for the extra guests saving yourselves over $60. Trust me, they won't notice. Oh and don't forget you will have to pay 20% gratuity on all the charges including the over draft charges.

So my personal experience was a nightmare. From start to finish. I disagreed with the $50. When it was time to pay, I asked our host to speak with a manager. She assured me that she was in contact with him to discuss the $50. I went to the front to get my grand total and discuss the bill when the host asked me to step aside and wait.

The next thing that happened was an officer walking in and asking me to step outside. I was uncertain why I was speaking with a law enforcement. Here is the KICKER-----they don't allow you to dispute any charges. Apparently, they call the police because they want them to be there to press charges if you do not comply and dispute any amount.

Be very careful with booking your party here. Hidden costs will be charged and you will not be able to dispute them. Even if you didnt use the services. The package included dodgeball for the booked party. What A JOKE. They received exactly 5 minutes of hands on time with the ball and 15 min of going over rules. This place is a JOKE.

This location is excessively costly and be aware of possible undisclosed charges. Following visit with law enforcement, they attempted to prohibit me from the premises. This felt very much like a mafia type harassment. You dispute charges and they cAll in the Godfather. For what reason? Merely questioning a fee? After disrupting the event, they ultimately chose not to impose the fee or prohibit me from entering. Unbelievable - I spent $600 on a subpar party. Despite their website advertising prices of $299 and $360, the actual cost was far from it.

I don't even want to begin discussing the hygiene conditions of this facility. Bring lots of hand sanitizer and a hazard suit. You will need it.

Update: Yes, received their automated response below. I emailed them on the day I wrote this review. I have yet to get a Response. The corporation must also be run...