Urban Jump Trampoline Park — Local services in Wealden

This place was an absolute disappointment. This review is for the owner of this facility to set the record straight. Kindly a couple of other parents have also submitted reviews, because of the manner in which we were treated. Issue 1: I brought a group of girls here to celebrate my daughter's birthday. It was not officially booked as a party, however I specifically called 1-2 weeks prior to check on your policy about bringing in a cake. Please note that the person who answer didn't mention anything about having to be nut free, all she mentioned was to make sure I would clean up afterward. Issue 2: we were in the soft play area. It was about 6:30pm and the manager informed us that we could only stay there until 7pm. Fine, no problem. However another member of staff came around aftet and told my husband we could stay longer as she would only be cleaning around us. The manager returned and rudely addressed us by saying that he already told us to move but we were still there. So we started to move when he noticed my daughter's cake. Issue 3: he rudely asked: does that cake have nuts? I responded that I didn't know and I would check. From your response to the other parent, you stated that I told him it had nuts and we used it anyways. A complete lie that your manger told you to justify his behaviour. After checking on the box and it said that it had no nuts in it and only then I proceeded to serve it. Before you respond to reviews you might want to get all your facts straight and not just believe what one side has told you conveniently. I also told the manager that I was not disputing the fact that you have rules to go by (I am in total agreement that if it had nuts, we wouldn't use it), what we were all upset about was the rudeness of the whole situation. I am not sure, Richard, if you heard the saying: "you get more bees with honey". Now that you have all the facts, I would expect if you were a smart business person to revisit your staff's customer service approach. The shame is that up to that point, the children had a wonderful time. I also want to comment the staff at the cafe that was absolutely wonderful to me when I ordered the lunch boxes for the children earlier in the evening. I also want to comment, the gentleman at the check in desk who was so professional and efficient. It is a real shame that the evening was spoiled by your rude manager. I would recommend to replace him immediately if you would like to stay in business. Unfortunately, you have now lost our business together with future business from the other parents who were present this evening. I will also make it my personal mission to badmouth your establishment to all the other parents I know in the area. This is a prime example of appalling customer service. Rules are rules and policies exist for a reason, we never disputed that, but kindness and professionalism is still the way to retain your customers!!! Regards,...

Upon entering the urban ump facility we were met with little staff and unresponsive tablets (used to register). This resulted in a longer than acceptable waiting time. The waiver form took multiple attempts to complete due to the lack of staff available. Once we entered the park after completing the unsupervised health and safety brief we were overwhelmed by the temperature as the air conditioning did not seem to be functioning. After 20 minutes we had our first encounter with a particularly aggressive member of staff (the main reason for such a low review). Admittedly a rule had been broken but we were unaware if this. The staff member decided that instead of explaining the issues she would take a more aggressive stance and threaten to make us watch the video again. I have been to multiple parks across the country and never been spoken to in this manner before. We were quick to comply but felt insulted. Sadly, this was not the first incident. Although other staff members were friendly and helpful this woman took it upon herself to be our personal invigilator. Watching our every move. This made it very difficult to enjoy ourselves. This resulted in us trying to change areas. We went for a water break and no water was available. I tried to fill up the jug using one of the taps behind the bar (Sorry!) but this didn't work so we asked for water in the cafe. Whilst getting the water the same woman charged over and begun yelling in front of other customers. At this point one of the members of my party brought to her attention that she was acting inappropriately. He subsequently was removed for challenging her. It is hard to feel that prejudice wasn't a roll in her decision making. No other members of staff acted in this way and she is the sole reason for such a miserable experience. We are not sure if she is a manager but she most certainly had the loudest mouth. We will not mention her name but if you would like...

I am writing to share my disappointment with a recent visit with my 5-year-old and 3-year-old. Unfortunately, our experience was negatively affected by the behaviour of one staff member.

Throughout the session, a colleague (blonde hair, glasses) was frequently blowing a whistle and giving loud instructions in a way that felt unnecessarily strict and disruptive. Other parents even commented that it was spoiling the fun. While I fully appreciate the importance of health and safety, the approach taken by this staff member came across as harsh and unwelcoming compared to her colleagues.

At the end of the session, when my daughter was climbing out of the red foam area, she was told abruptly to “come on, time to get out” without being given a reasonable moment to exit. This felt unnecessarily rushed.

Additionally, when we were leaving, my son noticed the upstairs assault course and asked if he could try it. I had avoided taking the children there during the session as it was for ages 5+ and I knew my younger daughter would have expected to join in too. I explained to the staff member that we had been wearing the required armbands during our session but had already removed them as we were leaving. However, she refused him entry, repeating that it was “not our session.” While I respect that rules exist, the lack of flexibility or courtesy was disappointing—especially after paying £36.50 for one hour, which already feels excessive. Allowing him a quick try would not have inconvenienced anyone but instead left us with a positive impression.

Overall, I felt the service we received from this particular staff member was poor, and it has put me off returning. I hope you will review this feedback to ensure future customers feel welcomed and supported rather than...