AIBU to complain after Flip Out restrictions disappointed the children?

[Forestgreenblue]

Would you be annoyed with this or am I being a bit dramatic?

DP is away this weekend so thought I’d occupy the kids by taking them to Flip Out. Being honest - not usually something I often do with them BUT they do often go with other friends. In the last 12 months, they have been at least 4 or 5 times. Regularly prior to this too. They had all specifically asked to go.

Took x1 16 yr old, x1 14 yr old plus x2 12 year olds. 2 children have done gymnastics for a long time though not currently in classes. This is relevant to my story

Total cost today was £63 for entry, socks for 2 kids plus locker charge. Fuel obviously additional. 20 mile round trip. I’ll make it clear that whilst we aren’t on the bread line, I haven’t got £63 to simply throw away. I expect at least some value for my money

We had booked online lastnight. Got there. Kids went on the arena and were told they weren’t allowed on the white trampolines/stunt area unless the were professional parkour trained or currently in gymnastics classes. These are the trampolines that are a bit more bouncy so were what the kids wanted to go on with them being a little older.

Only notice of this was a hand written piece of paper in reception - which obviously I would have been oblivious to having booked online the night before. When I pressed them on why, it is because they are short of staff. Not really my problem is it.

I requested a refund or at least partial refund given they were not delivering what we had booked. I was refused on the spot and informed to email them.

4 disappointed kids. Huge amount of money for an hour. I understand H&S but surely in this circumstance, you would offer a refund for people not happy with this?

Would you complain? Or am I being a bit precious?

I asked in the arena today - to the staff member on reception. I was refused a refund and asked if there was anyone else I could speak to. I was told there wasn’t and told I could only email. I also clearly outlined the fact that it is them who have breached the T&C of the sale I had made as they were not delivering what I had paid for - it’s not the customers fault if they are short staffed and should be refunding if the experience falls short as a result. I will be emailing all the info across and hopefully obtain a refund

Perhaps useless is the wrong word. But it’s also completely pointless stating that you must be a professional parkour or gymnast to use the area and rely on the say so of children above the age of 7.

There were 3 staff on. One woman was on reception and also running the ‘safety briefing’. She was extremely rude. There were a further 2 members of staff in the actual arena. One spent the entire hour my set of kids were on there clearly getting her step count up. She didn’t glance at any of the kids on the arena even once. Walked up and down the same strip at least a hundred times looking down at her feet. The other member of staff was ‘guarding’ the white trampolines in question. The rest of the arena was completely not covered. Not one of them thought to check any other area. There could have been any number of children stuck in the foam pit, in trouble in any other areas but she stood fast at the white trampolines only. I will also add that there were roughly ten other children in the arena additional to my 4.

I’d never go again - not to this one anyway - I’m hoping for a refund purely because it was such a poor experience. I kept an eye on my own kids - would have quite happily took charge of watching them on the white trampolines. After all - isn’t this what you sign the waiver for? Pointless asking adults to sign a waiver then tell kids they aren’t allowed to do what their parents have signed them up to do?

Hopefully you get a partial refund, but it makes sense that you booked online so need to email for a refund. Hopefully you come and update with their reply

FYI, premium membership is cheaper than tickets on the day so if your planning to go more than once a month it's worth it...

It'll make the times like this a bit less frustrating because you can just go whenever

Genuinely, I’d rather use a cheese grater instead of loo roll than have to visit these types of venues often. It’s mainly DD who goes with her little bestie (who was with us today) so I will mention this to besties parents. Dont get me wrong we aren’t dreadful parents who avoid going - just besties parents are always a lot more keen to go whereas we do a lot more outdoorsy, beaches, meals out and museums. We’ve got older kids (adult age) so DD is our youngest whereas besties parents have younger kids so in these venues more often

Interestingly ive had a look at H&S regulations for these types of places tonight. For the size of venue - roughly 2000 sq metres it is recommended to have 4-6 members of staff. But this is simply a ‘recommendation’ apparently - there’s no legal regulations. So hence I’m now even more confused as to why they closed part of it due to ‘low staffing’ especially since they have waivers. Make it make sense!!!! lol.

They mean kids doing professionally run parkour or gymnastics lessons. My son does parkour lessons with a professional coach.

Fair enough id forgotten about the waivers. But fonts sounds like enough staff

Yes I’d imagine it’s this. But there’s nothing to stop any child saying they do parkour or gymnastics classes is there. So why have this restriction if it clearly cannot be enforced?

Just read the waiver. For under 18 it specifically signs them to the ‘stunt zone’ we have been restricted from using today. I’ll add this to my email

They were right to restrict trampoline use if they didn't have the staff as there's a high risk of serious accidents. They should have offered you a refund however. I'd email them

Oh I agree with you! I was just answering the question from someone not understanding what it meant re parkour.

Sounds rubbish, if you couldn't use what you paid for then you definitely should have some kind of refund. Could you not have asked as soon as you got there and saw the sign?

Literally didn’t see the sign unfortunately. The part where you checked in was to the right of a large reception area. The sign was right on the other side of the desk to the left. 2 metres away? I only discovered it because all 4 kids came to complain to me, I investigated at reception and she literally just pointed to the sign! So no - was not clear at all.

If they had said - we are short staffed today and therefore we have sectioned off this zone - could have made a decision then which would have been a refund

Quite happy to push for a refund though. I’ve sent an email so will chase this up tomorrow with a call.

Never heard of Flip Out but it doesn’t sound like they’d be very good at dealing with things if an accident or emergency happened. I’m not sure I’d be confident that younger kids were safe.

you paid for a service expecting to have the usual full access to the whole arena and all activities. You were not informed at point of booking that you would be restricted to part usage through their inability to provide what they advertise. You were not offered a refund or discount or informed of the reatrictions until after you paid. You are legally entitled to a full refund. Do not be fobbed off. This shit happens all the time and is not acceptable.

Yes I would email and complain. Can you do a chargeback from your bank?

Fonts should be “doesn’t”.

OP, signing a waiver doesn’t mean that the venue isn’t liable if someone is killed or injured through the venue’s negligence. If they’ve assessed it as unsafe then they are right not to let your children on.

Really annoying of course and I’m sure you’ll get a refund if you email them.

Rebound equipment, carries a not insignificant risk of serious injury and a trampoline park will have professional risk assessments and have stringent safety procedures for staff. You talk as though you think the staff are making it up themselves!
Firstly, The insurance for trampoline parks requires regular expert equipment safety inspections and at least daily staff inspections. It is very unlikely, not to mention probably libellous, to say their equipment was 'worn out'.If they had insufficient staff to supervise them, they were absolutely correct to close off non-core areas. It sounds as though one member of staff member of staff was dedicated to supervising the high risk white trampolines, and other(s) followed a set route which enabled them to monitor everywhere else.
With regards to thr refund, you need to have raised your request amd syopped uding the facility AS SOON AS YOU BECAME AWARE the equipment was not available. If you decide to stay and play there for a session then you are indicating you accepted the situation.

Ha, I was staring at the apostrophe.

As other pp have said, I'd have flipped out at 'profeshnial'. 😉 YANBU.

🤣🤣 Perfect!!
@aspirationalferret
EstherGreenwood63
Seriously though, how rude are these posters with their unsolicited English lessons? Do they realise how sad they sound?
I wonder of they approach people with a limp or a walking stick and tell them how to walk better!
I

Hopefully you will get a response to your email. I would also ask for clarification if this rule applies to all their businesses, as you mention going to a different one had you known. If this is now a flip out policy across all sites then this definitely needs to be made clear on the website (and also if it isn't the same at all sites then this leads to the argument of why).

Agree with @Wtafdidido

If they had insufficient trained staff to supervise the more risky equipment, no one should use it, and if they don’t make it clear at booking (eg due to staff not turning up) should be prepared to offer at least partial refunds.

Their poster ‘rules’ don’t make sense, safety wise.

I have yet to visit our local trampolining park where the climbing wall is open , annoys the hell out of me .
If I remember next time I’m going to ask for a timetable of when it is actually open .