The Bunker — Local services in North Sunderland

We visited what looked like a fun and interactive venue. It states that it’s dog friendly on its website - do NOT BE FOOLED. It is only dog friendly on the outside Golf Course, and in the reception area (where, there is more of a hazard of the dogs getting trampled on than anywhere).

Let me explain how my visit went. I arrived, dog in hand, I was asked how many people wanted entry. I explained, four adults, two children and a dog. The girl on the desk gave me the price of £15 - I dutifully handed her my lads shoes, filled in the required form. I found a table, but the person with the pooch got refused entry. We had been there less than 5 minutes. So, I stated, go to the cafe, and I will watch the kids. We were also refused entrance there, too. I asked to speak to an assistant, who bluntly told me, that no dogs were allowed (it does not state this anywhere on the website). There are signs when you arrive, but with the chaotic entrance vestry, we didn’t see them.

So, after less than 5 minutes of play, I had to take my children out, and I assumed would receive some sort of refund for the hours not used. Instead I was treated to a rather blunt and a host of passive aggressive responses. I did show the website, I had travelled 3.5 hours to visit here and see family relatives who were in the area. On questioning why I couldn’t have some sort of refund to be told, again, rather aggressively by an overworked assistant ‘there’s a sign for that as well, we do not give refunds’. In all honesty, the place looked good, if a little over busy (I would question whether the amount of children in the soft play was safe). Cleaner than most soft play areas I’ve seen, and I have been to many.

The staff looked overworked, underpaid and rather unhappy to be at work. I don’t blame them, it’s not my idea of fun day at work either. I just found the information online inaccurate, the representatives hostile, and felt thoroughly disappointed. Legally - having sign states ‘strictly no refunds’ doesn’t mean they can’t give refunds, nor that they shouldn’t. They just refused - by the time I got to this point, I was too frustrated to push my luck I wouldn’t got back after this. To be very frank - the place isn’t large, so don’t expect much from the soft play area.

The fact I paid £15 for two children to play for less than 5 minutes, and given the fact I actually stated the dog was part of our party with the member of staff who booked us in, didn’t blink an eye at the mention of the pooch, clearly shows their lack of care and attention. Had she said at POINT OF SALE that dogs are not allowed, I would have never paid for my two boys to go in. There was plenty of time between me stating the party, filling in the forms, taking my kids shoes off for her to state that the dog wouldn’t be allowed in: I was falsely sold the entrance fee. It was then stated, as the adults started to enter, that only 3 adults had been paid for. So much for listening to your customers, caring for them, and doing everything to make sure they are looked after. I hope the manager sees this review and can come to some sort of resolution.

EDIT since Managers Review: As stated, I wasn’t Hostile, but the responses by your staff were. It’s clear the hostility I experienced is taught from the powers that be. Goodness only knows what they have to deal with. No wonder they were so hostile it is very clear from your passive aggressive response, that your staff probably suffer the same lack of empathy. Perhaps - they have had enough of your obvious lack of experience as a manager.

You have made a fool of yourself. I have so much pity for your staff. I hope your staff read this and laugh at your inadequacy.

NB. I’ve been to many soft plays where dogs are allowed. Usually in a separate area. Having read multiple other reviews - it’s clear that December, March and April 2025 were obviously poor months for your business given the 1 star ratings you received. Anyone wishing to come can see your churlish behaviour, gets to experience...

We were greeted by a dithery old woman who really seemed to take her time opening the door for the kids to get in. ..even after telling her we only had 45 mins before we would have to leave for a boat ride. Rules state 2 hours play so we asked if we could have the second hour after the boat trip... but that was against the rules!! Slightly disgruntled we still decided to let the boys in as we had some time to kill. She took payment...slowly....then asked us for our shoes, took them. ....slowly...and only then decided to open the door. Wasting at least 10 minutes of our little time in the place. Baring in mind she saw our baby in the pushchair upon us arriving and only now did she announce we would have to pay for her. .....a sleeping.....6 month old baby! !! We explained she would not be using the soft play but .....those are the rules she explained. Well I'm sorry but whoever makes these 'rules' needs their heads looking at. And at only £1 is it really worth losing out on £8??? We demanded our money back and left feeling furious? And with 2 disappointed little boys. ...but even they understood and wouldn't want their baby sister in a place like that!!! Funny that, a 4 and 5 year old were more worldly wise than the people running...

We were holidaying in seahouses & wanted something to do one wet & windy afternoon with my 4 year old so went along to the bunker to play in the soft play. We were not very impressed with my daughter wanting to sit with snack after being there only 20 minutes. It then took us 15mins to get snack & find somewhere to sit to eat it then when finished she asked to leave. The tables were all sticky & grimey & not cleared, the ball cannons worked intermittently when we found them. Parents cannot keep an eye on children well from downstairs tables & not at all from the upstairs tables. There were layers of dust on the outside of the slides & some other equipment & felt not very well maintained & looked after. They were short staffed during our visit so understand that there was longer wait but it seemed badly organised. Could have done with having set session times & time to clear & clean afterwards. Felt price wasn't too bad but when you add the cost of parking as well quite pricey for a...