AirHop Trampoline Park

AirHop Trampoline Park, Guildford: Hours, Address, AirHop Trampoline Park Reviews: 4/5

AirHop Trampoline Park
4
Game & Entertainment Centres
10:00 - 22:00
Monday
10:00 - 22:00
Tuesday
10:00 - 22:00
Wednesday
10:00 - 22:00
Thursday
10:00 - 22:00
Friday
10:00 - 22:00
Saturday
10:00 - 22:00
Sunday
10:00 - 22:00
About
AirHop is a massive indoor venue filled with trampolines from wall to wall. The ultimate in bouncing fun for the whole family! The venue includes: - A Free Jump area with 50 interconnected trampolines - A Foam Pit - 2 lanes with Basket Ball Hoops at the end - A trampoline Dodgeball court - Cafe - Viewing area for non jumpers - Free Wifi Visit our website to book your bounce now!
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4.0
252 reviews
Excellent
104
Very good
86
Average
28
Poor
11
Terrible
23

Alex W
Farnham, UK21 contributions
Birthday party - appalling customer service
Sep 2021 • Family
Having visited your park twice for bounce sessions, my daughter was so excited to organise her birthday party at AirHop on the 04/09/21. Unfortunately, from the very start I have experienced diabolical customer service. The only reason I continued with the party booking was because I did not want to disappoint my child. Having booked the party online I had a few questions, and contacted you via email and phone around eight times prior to the party, and to this day have still not been called back.

On the day of the party, we were introduced to our party host. He explained that we would be allowed to use the park for 10 minutes before he would return to run a dodgeball game. At 11:10 He had not returned and at 11:30 went up to the café and found our host relaxing. After asking him whether he was going to come down for the dodgeball he replied “oh is it that time already, sorry we won’t be able to do that now I lost track of time “. Obviously this attitude and response is totally unacceptable. Our host, said he would return by 11:30 to give us chance to go up to our party room to organise it. We didn’t see him again. At midday when the food was due to be served myself and my husband had to go and find a member of staff, find out what room we were in ourselves and arrange for the food to come out. Our party host was in the staffroom having a drink.The pizza did arrive, but was cold.

Prior to booking the party, and unable to get hold of anyone via phone or email, I drove to the centre to ask some questions. I was told by a member of staff that The party host looks after the party throughout, and therefore it was fine for parents to leave the children. In reality the host not only did not look after the party but was absent throughout. This left me, having to monitor 15 four-year-old children basically by myself. This was unsafe. Had I been told that the host lets you have free play then I would’ve told parents that they needed to stay with their child.

Given the amount of money spent, I am so disappointed in the total lack of customer service the attitude of the staff. For my daughter, I am utterly disappointed, out of one hour bounce, I spent the majority of the time trying to figure out what we were supposed to do and trying to find our host
Written 23 September 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

conor m
1 contribution
Bad customer service
Aug 2021 • Family
Good fun on the trampolines but ruined at the end by terrible customer service. Before our session, we waited for ten mins for somebody to book us in as nobody was around and then we went to put our stuff in the lockers but we had difficulties with them, two of the lockers we tried were not working, I thought it was something we were doing wrong so I looked for help but nobody was around for 10 mins again, a staff member ended up trying the lockers before moving our stuff again to a locker that worked which took another 5 mins. I explained that it wasn’t really fair as our session had just started already and nobody was around and he told me he would explain to his manager what had happened and they will sort something out. We then had to watch the video and listen to the rules. By the time we were actually allowed on it was 6:15pm and we had only booked for an hour.
At the end I waited at the reception to be seen and one of the staff members asked what was wrong so I explained to which he replied “how stupid” and laughed. I then saw the staff member who had helped with the lockers and he got his manager. I then explained to the manager and he told me that there was nothing they can do and we should have arrived earlier. I explained that we got there 20 mins early and I didn’t expect everything else to take so long. He told me that we should have arrived 30 mins early just in case the lockers didn’t work. 🙄
Anyway, whether you agree or not with the customer, members of staff should NOT call them or their comments stupid.
Customer service and management was appalling at airhop (Guildford)!
Written 21 August 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Michael P
1 contribution
Careful
Aug 2021 • Family
Completely ineffective ‘lifeguard’ people did nothing while groups of older teens flying from one trampoline to another, nearly knocked my 7 year old over
Guard just walked past me stinking of alcohol.
Clearly mates of the teens.
Written 19 August 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Karendsouza
Ashtead, UK35 contributions
Lack of food on a Sunday
Aug 2021 • Family
Inexperienced Managment when dealing with a complaint.

We attended the 11am session finishing at midday and when asking for food options, they advertise pizzas, sandwiches, lunch boxes deals for 3.95 right next to the counter, and rollover hotdogs

However for midday Sunday they had no sandwiches, no hot snacks, no lunch box deals for kids and no hotdogs. The only option was pizza at triple the cost! You aren’t allowed to bring in your own food either.

I relayed this to the front desk, at which point he said he would let Managment know. That was it.
If you are going to stop people bringing in their own food airhop, at the very least, make sure you have a well stocked kitchen!
Written 1 August 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Mickey
5 contributions
Inexperienced management
Jul 2021 • Friends
It is a shame that his place is run by inexperienced managers who have no clue about customer service. Some lovely young staff who were very polite but the manager was rude, personal and inexperienced to deal with a situation that arose from there own wrong doing. Happy to take money but not fulfil expectations that they set. I was a regular customer but will not being going back!
Written 11 July 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Janet E
London, England, United Kingdom4 contributions
No booking
May 2021 • Family
Tried ringing for 2 days and asked for a call back and suppose to ring back in 2 hours but no call back.couldnt do on line as had to add a carer and also tried live chat and only half a conversations. So now have a very sad little boy who wanted to go. Disgusting service.
Written 22 May 2021
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

Chris7851
Great Bookham, UK18 contributions
A fun and enjoyable experience
Oct 2019 • Friends
We had a spectacular time at Airhop and we highly recommend it. We liked it a lot, and it is a great way to stay active and at the same time have lots of fun!
Written 9 August 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

co16
Addlestone, UK3 contributions
Under 5’s morning
Feb 2020 • Family
I took my daughter to Airhop as I saw on the website they did an under 5’s session.
It was so good, they had most of the centre open for them, with soft play toys in one zone.
We are really looking forward to returning.
Written 6 March 2020
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

floydk509
Liss, UK275 contributions
Alright, but probably not the best example.
Aug 2019 • Family
It was ok, but vastly overpriced for what it is. It was t too busy when we went, but I would imagine you could spend a lot of time queueing if it was.
Written 14 October 2019
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

bbb376
Dorking, UK4 contributions
Friendly staff, attentive supervisors
Aug 2019
We came here for the first time today. I was wary as I was concerned about the safety aspect of this activity. I was pleased that I could supervise my children (aged 5 and 8) from benches near the trampolines. There were only around 60 bouncers by my estimate and I think full capacity is near to 100, so we chose a good time to go it seems!
My children had a great time and I found the staff very friendly and helpful. I kept an eye on my children and noticed that there were plenty of yellow t-shirted supervisors, who were attentively watching the bouncers, reminding them of the safety features when necessary. All of the staff were pretty young but I found them to be very professional and safety conscious. I would happily return!
Written 22 August 2019
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.

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