Surge Adventure Park — Attraction in Virginia Beach

"Disastrous Visit: Attractions Out of Order, Refund Denied, and Abysmal Customer Service at Surge Adventure Park"

Review:

My recent visit to Surge Adventure Park was nothing short of a disaster, and I feel obligated to share the troubling experience I had with this establishment.

Lack of Transparency on Attractions' Condition: Before purchasing 2 hours of jump time for my two children, I wish I had been informed about the condition of the attractions within the trampoline adventure park. Within just 30 minutes of our visit, it became evident that many of the attractions were out of order or not functioning correctly. This lack of transparency severely diminished the fun and excitement we had anticipated.

Limited Options After Attractions Fail: Seeking a resolution, I approached the staff for a refund, only to be met with disappointment. Instead of a full refund, I was offered a mere 20% discount and was told to contact corporate if I desired a full refund. We found ourselves in a difficult situation, as we didn't want to risk losing our time and money by leaving early, not knowing if a refund would even be possible.

Hidden No Refund Policy: Adding to our frustration, Surge Adventure Park's no refund policy is not visible to the public. It's printed on a receipt after the purchase has been finalized, essentially trapping customers like us into a no-win situation. This lack of transparency is both unfair and deceptive.

Abysmal Customer Service: The nightmare didn't end there. When attempting to convey my negative experience to corporate, I was talked over and even hung up on by a representative from the corporate office and a staff member at the Lynhaven facility. Promises of being contacted by management turned out to be empty, forcing me to call back multiple times before finally being informed that a full refund was not an option. This wasted a considerable amount of my time and effort, all because of the issues that originated with the park in the first place.

I'm sharing this detailed account of my experience to caution potential customers about the dismal state of attractions, uncooperative refund policies, and the utterly atrocious customer service at Surge Adventure Park. The lack of transparency about attractions' condition is a significant concern. Being left with limited options after attractions failed and encountering a hidden no refund policy is unacceptable. It's disheartening when a family outing turns into such a regrettable ordeal. Please think twice before considering Surge Adventure Park for your family's entertainment needs. I sincerely hope you have a more pleasant...

I was rather disappointed with our trip today to the Park. I definitely understand restrictions businesses are under due to a Health Codes, Governor Orders and safety measures due to COVID-19. However, when I drove by to see if the place was open, which it was, I noticed signage on the door indicating the foam pit (which I assumed the one under the zip line) was closed. Completely understandable. I checked Facebook and called for any other regulations. Didn't see anything on the website or social media, but did talk to a nice employee who reminded me about the masks - you do not need one when jumping, but do when you aren't. Which was helpful, as my friend and I were not jumping today, just our boys were. Fast forward to when we walked in. Upon paying, the employee even said to us, just to let you know our foam pit and rock wall (to the right as soon as you walk in) are closed. Okay. The boys don't really like the wall anyway. So, no problem. We pay, they put their socks on, and go on their way. While there, a huge party was going on. Looked like a ton of fun. Easily 30 people. At first my friend and I had our masks on. But upon seeing entry non- employee adult walking around and sitting on couches without theirs on, we were much more comfortable in our corner beyond socially distanced from anyone, enjoying some water and a snack, and having a conversation without our masks. I did not mind that the employee came over to ask us to put our masks back on, which we immediately complied. I did mind that she walked past four other adults sitting on a couch, and continued to ignore other patrons throughout the hour who were unmasked, and chose not to correct them. Additionally, my son had a disappointing time as in addition to those two attractions, the ninja course was also closed, the rock wall by the zip line, as well as basketball. The only things in operation were the skip-it like game, dodgeball, the free jump, and the game touching the wall buzzers. That's it. I am disappointed as this information was not transparent on the website, social media, store signage, a telephone call, or even at the counter - when other attractions were named as closed. There is a level of respect that comes from locals in being open and honest during these times, rather than what was practiced today. I do not know that we will return to Surge. And this is really hard considering we had two previously amazing experiences. But, it seems like desperation got in the way of customer service today and you did not offer an...

My family and I visited Surge on 8/20/21 for the first time. We have been to Defy twice because it's closer to where we live, but we had heard good things about Surge and wanted to try it out. My review points out similarities and differences between the two.

We didn't purchase tickets online because the website only allows you to purchase regular priced tickets. We wanted to purchase the toddler priced tickets (jump from 11:00-1:00 on specific days at a reduced rate). This purchase option should be included on the website to save people time upon arrival. We were able to complete the waiver online, which helped. When we got there, we were third in line, but the employees didn't seem to be able to complete each transaction quickly. Not sure if that was on their end of the customer's end, but we had to wait in line for about 15 minutes, cutting into our jump time. At Defy, I am able purchase toddler tickets, not just regular priced tickets.

Once we were able to get inside and play, we had a great time. I love that there is ample seating inside and outside of the jumping area for parents or anyone who doesn't want to participate in the activities. I also love that there is a wider variety of activities than at Defy, including the toddler playground area, the zip lining foam pit, the monkey bars for adults, the jousting foam pit, the rock climbing wall, plus several other activities. I say this, but not all of these activities were open when we went. I'm guessing they were understaffed? Regardless, we still felt like there was a lot to do. I also noticed that there was an employee organizing the dodgeball games for the kids. I've never noticed that at Defy. Someone is always there to monitor, but not organizing a game at Defy.

I was not pleased with the overall cleanliness at Surge. The floors had some trash on them (mostly plastic from the socks that people purchase), and small bits of dirt/lint/trash that just needed to be swept or vacuumed. The bathrooms also needed to be tended to and the stalls could use a paint job. Lots of profanity etched into the stalls. This is the part where I prefer Defy to Surge. Defy is much cleaner.

Overall, we were very pleased and will...