Jump Jam Trampoline Park — Local services in Coychurch Lower

We celebrated our kids birthday at this pale. The first hour was great. The kids were playing and having fun. The second hour was forgettable. The room is basic. They let you in only 15 mins before and we didn't have any time to decorate it. Also, when they let you in the room is still messy from the previous party. They started then cleaning our room 30 minutes before the celebration was over as they thought we'll be leaving them with quite a big cleaning job. Our kid has only one birthday celebration a year and 50% of it wasn't great. Jamp and Jam is great and fun place for the kids to play but not a great value for a birthday celebration.

This is just a follow up to the response from the owner. Apparently, asking calmly without raising any voice why my wife had no time to decorate the room, as it was promised in a phone call 2-3 weeks prior, is indicated here as aggressive behaviour. Maybe my wife's crying and tears while she was sitting later on in a room, as she felt a bit disappointed, was also interpreted as some form of aggression. So, these allegations of aggressive behaviour come as a really cheap shot that says something about the venue.

I really didn't want to say anything about the staff but it would have been better if they explained to us about the need to vacate the room early in a way that not everyone at the party had to listen to it and fall silent. We fully agreed to it, not even a word of disagreement came from us, and I did even start cleaning the room with the broom that I spotted in the corner prior to the 30mins. Maybe this part was interpreted as some form of aggression by the staff? Luckily we have a good number of people who daw what really happened.

Anyway, the transition time between the parties is very tight and it is worth mentioning it in a review. Any clear instructions will not change this.

I also didn't want to mention that no bowl of crisps nor any birthday card were provided. We didn't see it as a big deal and the staff looked busy.

And another follow up: Everything I said in the review is fact based and I'm happy for others to confirm it.

Can you back up your claims about my aggression and rudeness? I'd love to see any CCTV footage that you have with me on it? My conversation with your staff was maybe 2 mins overall at the beginning and we agreed to some compromise where my wife was supposedly able to use a different room to start with setting up; something that didn't work out. I was then away. My only exchange with your staff again was when they were explaining to us about having to vacate the room 30 mins earlier. Oh yes, I was also ordering a couple of coffees in-between. I was sitting with friends and chatting, no real interaction with your staff. Others can confirm it.

So, I call on you and your staff to back up your statements and accusations!!!

I'm happy to come over and see your evidence!!! Come on let us see it!!!

Follow up

...edited due to character limit. Main suggestion was to use some objective evidence, e.g. CCTV or phone records. I clarified also that we didn't expect the room to be kept empty for us 2 hours before the event. My wife called the Centre 2 weeks before and asked if this possible. Somebody on the phone has apparently said 'yes'.

Follow up:

You have accused me falsely as aggressive, rude or especially rude. Why should I accept this?

Your story has already shifted. You have edited out the word aggressive from your responses. The aggressive or rude part seems is hinging on a single word that was delivered in a particular way. You didn't consider any alternative explanations such as a misunderstanding or your staff just being busy, stressed and in a sensitive mood...

I have called the Centre about coming over on Wednesday after 4pm to look at the...

If i could give 0, I would!

We booked a joint children's 6th birthday party. One child is GF, we were reassured from Jump Jam on many occasions that they will be able to accommodate a GF child. Upon arrival we told the staff again and we were reassured once again. Then about 15 minutes into the party we were told there is no food for the GF birthday girl. Us, the customer found a resolution but the manager kept telling us they went 'above and beyond' for us. No, we called Asda, we got them to put suitable food at the front desk. You just had to collect it and cook it. Also, it was part of the party agreement you would cater for one GF child. Had we known you would fail to comply with our agreement of the party, we would have NEVER of booked with you.

The party room was dirty and sticky. It was advertised that we would get music and a 42 inch tv for entertainment. No TV and a faulty speaker that didn't work was provided. The birthday boy and girl did not get the card which was also promised. The party was badly organised. A lot promised but Jump Jam massively failed. The children got into the party room at about 11.10/11.15 due to them starting their Jump late. We were approached at 11.25 and told we had to leave in 10 minutes. The food was rushed. We did not leave until 11.45 as that was part of the agreement when we booked a party. However, it was all about the turn-around rather than consumer experiance.

The whole idea was for it to be stress-free. However, it was nothing but STRESSFUL! I paid a lot of money to not even get a sincere apology from the manager. It was all about the money. Expectations were set upon booking, but not delivered. A real disappointment. Poor party planning skills and so much upheaval from the staff and manager. Our complaint has yet to be logged formally and no resolution found as I would have expected.

Communication after booking was shocking. I contacted Jump Jam everyday for 2 weeks to reconfirm the GF food. I did not get answered to. I then emailed asking for them to call me. This was never actioned.

When we made a complaint all the staff could say was 'i am sorry' on repeat. In customer service, you apologise once, anything more is not sincere. The manager didn't have the time for us either and had zero apology. If anything he was rude and did not acknowledge our experiance.

Please, if you have food allergies or want a stress-free time for your child's birthday; save your money and go else where! Inclusively went out the window. I'm sure the press, social media and even Natasha's army would LOVE to hear about this story!!

##update##

Our concerns with Jump Jam have been resolved and we are pleased with the outcome. Thank you for hearing us out with...

My daughter Chloe who's 16 went to Jump Jam Bridgend recently with her friend and was told to leave, then got given a lifetime ban. No proper explanation was given to her at the time and what’s been said since just doesn’t add up.

They were offered a free session by a member of staff, but were happy to pay. They weren’t rude or causing any trouble at all. Instead of dealing with anything in a calm or fair way, they were told to leave and then banned for life, which seems totally over the top.

The whole thing seems to have come from some personal issue a staff member had with the girls, even though neither my daughter or her friend had ever met her before. But when you’re working with the public, you’re meant to act professionally and treat everyone the same. If there was some kind of bias, it should never have affected how they were treated.

What’s made this worse is the response from the owner. The way he replied online was rude and full of personal comments that were completely uncalled for. He even said people could be banned for having “bad body odour” which is disgusting and honestly a bit worrying coming from someone running a kids’ trampoline park.

It also looks like the reply was written using ChatGPT or some kind of AI tool — to respond like that to a 16 year old girl just shows a complete lack of care or understanding. It came across cold and way too dramatic for what actually happened.

I’ve looked at Jump Jam’s own terms and nothing my daughter did goes against them. There were no warnings given, no rules broken, and definitely nothing that should result in a lifetime ban.

It feels like this was handled really badly and unfairly. My daughter and her friend were treated like they’d done something terrible, when all they did was turn up and accept a session that was offered to them.

We’ll also be emailing Jump Jam directly and hope that a proper incident form was filled out. If you're going to ban a young person for life, there should be clear and honest documentation of why, not just a personal response posted online

I’m honestly shocked at how unprofessional the whole thing has been and hope other parents think twice before sending...