Head Over Heels — Local services in Great Britain

Me and my family travelled 1 hour to visit this play centre Friday 16th and had the worst experience I have ever had in my life! We are now 3 days on and had no email back from owners. My disabled son was refused entry to the sensory room because he is ‘too old’ by the bouncer they have on the gate so anyone that plans on going i advise you take ID for your little ones for the minimum wage play centre bouncers. When explaining my son can’t walk unaided, is visually impaired and had the cognitive age of 12-18 months the bouncer went to get her manager THEA. THEA bounced over like the devil reincarnated. When trying to explain the situation to her she responded by saying ‘I have head it all before’ so not the first time they have disregarded ‘THE EQUALITY ACT’. Dismissive right from the start, when she eventually let us speak and we once again said we only wanted to carry him to the back of the area to the sensory room as he can’t physically access any other part of the play centre she very arrogantly and abruptly said ‘No he can use the big play frame’. Once again we explained that no he physically can not do that and for me to even try and juggle him climbing up to this part would be incredibly dangerous as he has a low bone density therefore would be an extreme hazard to him. Manager THEA responded with ‘that’s not my problem. During this whole interaction multiple people had gathered and were appalled by how this manger was speaking to ourselves and handled the situation. Another parent commented on how her 3 year old that was currently in the toddler area was much bigger than my son. I understand health and safety is high priority to keep children safe but as stated in The Equality Act ‘ reasonable provision is to be made in order for equal opportunities for a disabled person except where it effects the safety of others’. Now if this legislation had for one second been taken into account by manager THEA then my son would have been able to access the sensory room as there was 1000% no risk to anyone’s safety. My child has the build of a small 4 year old and built like a toothpick. But as seen in other reviews discrimination happens a lot in this setting. We also stated she was discriminating against my son and quoted the equality act to manager Thea and the only response we got was a shrugged shoulder. I am proud of how calm me and my family were during this whole interaction because this was by far the most disgusting customer service I have seen in my life. I emailed over my complaint on Friday which I wish I had waited a day or two to do because In anger I didn’t give all the details I should have, but I have yet to receive a response. Also awaiting a refund that the manager said we would receive. Today we are in 2024 and still parents are made to feel they shouldn’t leave the house with their disabled/ special need children because the world can’t adapt to support them. These people should be ashamed...

🌟🌟🌟🌟🌟 5-Star Review for Jayde and Amelia at Head Over Heels Wilmslow

I recently hosted my daughter Alaiza’s 4th birthday party at Head Over Heels Wilmslow, and I honestly cannot praise Jayde and Amelia enough! From start to finish, they were absolutely amazing the best hosts I’ve ever experienced.

It was the first birthday party where I felt completely relaxed and stress-free. Jayde took care of absolutely everything every tiny detail was planned, organized, and handled with such care and professionalism. If I needed something, it was already done before I even asked!

Jayde explained the entire schedule so clearly when the children would dance, when the cake would be brought out, and how everything would flow. She also handled all the gifts, coming over regularly to collect them, label them, and safely store them in the lockers even helping me load everything into the car at the end!

What impressed me most was how thoughtful and organized she was about allergies. I hadn’t even given them a guest list, yet Jayde and Amelia already had a list of every child, their parents, and any allergy details. They even pointed out which parents to speak to I was truly amazed at how well-prepared they were.

The entire event ran so smoothly the party, the cake cutting, the party bags, and the final goodbyes all beautifully coordinated by Jade and supported by Amelia. Both of them went above and beyond to make sure the day was perfect, not just for the children but for us parents too.

I can confidently say this was the best birthday experience ever. I could actually relax, enjoy time with other parents, and watch my daughter have the most wonderful day.

Jayde and Amelia truly deserve recognition and a big bonus for their hard work, care, and professionalism. Thank you both so much for making Alaiza’s birthday so special. I’m so grateful we chose Head Over Heels Wilmslow — it was perfect in...

Really upsetting experience. Be aware! As soon as your child turns 4 they can’t use any of the dress ups, can’t play role plays in the enclosed area. It’s super sad as kids from 3 above are really the ones who will be able to enjoy the role play. What are babies going to do in the role play and dress up bit. The manager wasn’t helpful in any way at all and completely ignored the fact that my daughter only JUST turned 4. She kept looking at the role play and dress up area and i was heartbroken. He was referring to their insurance covers that area up to age 3. Which is a joke because I work with public liability ( I assume that’s what they have) everyday and it doesn’t work this way. It’s a stupid excuse that the business is using for their baby area. The dress up and role play should be available to all children as older kids are the ones who actually enjoy them. Won’t ever be coming back here. Very overpriced and not a great soft play that I would recommend.

They keep referring to “ Our play facilities are designed and operated based on BS EN1176 and guidance from the Royal Society for the Prevention of Accidents (RoSPA) which states that there should be a separate area for children aged 0-3 years to play away from older children for their safety and that this should be actively enforced. Risk assessments are based on physical age not mental age or ability.” I don’t need the same response thank you so much. You have copied and pasted it under many comments.

Bottom line is you guys shouldn’t have a fun role play and dress up area just for kids 0-3 it’s not even enjoyable by small children so it doesn’t even make sense you have it in the baby area that’s my point not that you have a...