Altitude Trampoline Park - Rochester NY — Attraction in Town of Henrietta

Really want to see Altitude get back to where it was when it first opened. They were closed recently and we were excited about the renevations but there was nowhere near the renovations we expected. A small portion of trampoline area was converted to a jungle gym and another area of a jungle gym but all blow up bounce house- area... not bad but I can't see my kid from every angle with the big walls up and with larger teens jumping without supervision, makes me extremely nervous! One area of jungle gym is completely blocked off so i can't get to my son cause there is a railing... they can go in one side then go out another and units you walk around the entire inside of the building, you can't get to them if they go out the other side. I can see how this will be an absolute nightmare for anyone with a smaller child. The bathrooms are still falling apart.... Now- for the reason I'm REALLY writing this review: The place is cold as ICE! Even the teen staff said their pants and hoodies weren't keeping them warm! One said that he couldn't feel his toes. That is simply unacceptable. That is the definition of sacrificing your employees comfort to save money. I wanted my kid to play for more than an hour but there was no way that I was going to be able to stand in that ice cold building. I looked around to see other moms hugging themselves with their sweaters and jackets... they were obviously freezing. This isn't a ski slope- no one should be THIS cold. I understand that on weekends or really busy days you might keep it a little cooler but this is absolutely atrocious. You're turning away business because literally no one wants to experience that. I had on my goose down long winter coat and I was still freezing with warm boots on! Went to NOVA With my son and my gf and her boy several weeks ago, one of the things I noticed and said first was that it was not cold in there like Altitude. It was a decent temperature for play but I could take my jacket off and be comfortable in my sweater there. If your staff is complaining **who are boys (who usually can withstand cold better than girls) because they can't feel their toes, YOU HAVE A SERIOUS PROBLEM. Maybe you don't want to pay the heat bill but if that's so maybe you should just shut down or sell it to someone who can afford to keep the building at a decent temperature. We would really love to see Altitude back to it's former glory but I can't see us going back much if it remains cold like that! The price for 1 kid and one hour jump was 25$! I remember 14.99$ that price for that small space and not much for renovations is a thumbs down. Absolutely crazy to charge that for what it is right now. My son also was using the "Ninja wall" And said there's no patting to cushion any fall at the bottom and he hurt his hip and kept complaining about it... Never had this problem at any other place that has this play option. We will probably end up trying to go to altitude again.But it might be the last time IF ... the place is still freezing. It has gotten worse with every last visit. I'm really to be done and take my money and fun for my kid, elsewhere. I'm not there to play but I wanna be comfortable, not ready to leave after 15 min of...

Bad customer Service. Managers that dont know how to manage a situation. Bad information was given apparently EVEN THOUGH I was Very clear as to what i was asking.

I called at 12:59pm AND SPOKE with a female to ask if i could bring my two sons to jump and use the BOGO 60 minute pass and apply it by paying for one son and getting my second son in free and ONLY JUMP 1 HOUR INSTEAD OF 2 HOURS. She explained to me that the bogo coupon could be used as a individual buy one hour get one hour free but that if i only wanted to jump for one hour they would allow me to use the coupon for both my sons as a BOGO but for one hour. SO I was under the impression and verified verbally that i was under the understanding that i would be paying the 13.99 fee for one son to jump and i would purchase the socks for both which would both have fees and that was it. She stated that my understanding was clear and that it was ok.

I drove a half hour to the henrietta location and upon arriving a female cashier proceeded to look at me like i was making up the story. She told me she would verify that she was right and would be right back. There was another girl standing in the cashier area eating food and she walked up to her and asked about the BOGO coupon arrangement i was told i could do she asked the girl if she was right that it was NOT POSSIBLE. The cashier came back and laughed saying she doesnt know who i spoke with but the information was wrong and they couldnt make that be possible. I explained my situation again to the girl about what i was told was ok and i COULD DO and stated that because i was told i could i should be appeased and it should be honored. She stated shed get a manager for me and i thanked her. The manager came out and proceeded to tell me that the person i spoke to on the phone was wrong and misinformed me about the facilities coupon terms. He told me that if the employee had asked him as a manager he would have told them it was not possible. I explained to the manager that i drove a ways to get to the building and that i didnt appreciate being told this. I was willing to pay the original agreed upon arrangement for the coupon but that he as a manager should honor what i was told by the employee. He stated that he encourages his staff to answer the phones for customers to have questions answered. I told him thats fine but if an employee isnt knowledgeable enough then no they shouldnt be on the phone because of this issue that I NOW had to deal with.

I explained i was super unhappy but i would NOT be paying and i would be filing a complaint. i left and went to skyZONE INSTEAD.

Bad business. Bad customer...

I've been trying to figure out the right words to describe our experience at Altitude. I paid more than $250 for a birthday party with a private room. I'm OK with that because I knew the kids would have fun. At check in, they kept giving everyone in the party the wrong colored wrist bands. I didn't know that at first but found out when the employees who checked the jumpers wristbands were kicking my party off the trampolines 30 minutes before our time was up. After we got to the private room, we waited 45 minutes for a party host to come in and coordinate . At that point, I went out to the desk to speak with the manager who would not hear what I had to say because her focus was on the fact if the party started jumping on time. I went back to the private room and finally a party host came in. She served the pizza and cake and bolted out the door the minute she was done. The kids went back to jumping and an employee brought a survey paper to me to fill out. On the second page, it had a list of things the party host was supposed to do. A couple of them were introducing herself to the party, letting us know how things were going to go, if we needed anything and so on. She did none of them except serving the cake and pizza. I have to say, the kids had fun jumping but the staff and management were horrible. They had absolutely no control over the facility and did not take care of the customers needs. There were so many people there that I had to yell so people could hear me talk and the minute a birthday was over they were pushed out the door so another party could come in. When I paid after the party was done , the birthday boy's didn't even receive their altitude t shirts! When I said something about it, the cashier told me to go find the party host and have her get them! How is it my responsibility to do their job? The manager is the one that said they will get the T-shirts at checkout. All in all, I paid top dollar for poor service and even some services I didn't receive .I will not recommend altitude to anyone, I will stick with skyzone. I know they provide what they say and for a...