Sky Zone Indoor Trampoline Park (Madison)

I first want to let you know how our birthday packages work: When it comes to birthday parties you get hour of jump time followed by min in a party room and whatever your birthday group size is a set number of pizza and drinksThe room times don't happen during the same time as
jumping. In his complaint I see he stated that he had to wait over an hour to get inThat isn't entirely correctWe have on video him entering the room at 4:30pm to start setting up. 5pm would have been the room start timeAlso, we have them using the room until 7:15pm. That is minutes after we have closedMind you that they only paid for minutes and received hours and minutes in the roomWith parties usually, pizza and drinks are included, but with him going back and forth with us during the scheduling with the party he declined the pizza and drinks and wanted extra minutes of jump time for his groupIn doing so, I believe the Manager that was on duty didn’t realize that a party host was needed since the room was booked without food or drinksMaking it look like it was just a group jump with an added room, which then a host isn’t neededHe also brought food with catering burnersWhich Party Hosts don’t deal with because we don’t use that type of equipment and they aren’t trained in it.(We have a lot of underage people that work here.)That day he did receive a $discount and I will talk to the Manager on Duty and see why that was implemented.I called Mr*** once I saw he filled out a survey expressing his dissatisfaction with his partyI went over all of this with him and he denied being in the room this long and stated he didn’t want any discounts or refundsAnd that he was a small business owner as well.(catering I believe) and just wanted us to know that he was disappointed in the party experience and didn’t want anything from us and that he wouldn’t be back again.At the time I offered one VIP pass (4-min jumps), then two VIP passes (8-min jumps), and finally refund for the partyThese price values start at $and go up from there. I will be contacting the Team Members that were on schedule during this time and see if they can remember anything more from that night, but I wanted to at least get back to you right away and let you know we are on it on our sideI want to get to the bottom of this and will update you even more once I talk to the Team Members here. If you have any questions in the meantime you can contact me with the info in my signature. Best, *** ***
Operations ManagerSky Zone Madison