Business ProfileforSky Zone Trampoline Park

Our client, reserved the entire venue at Sky Zone Mission Viejo for a 2-hour private event for 1/15/24, from 2:00 to 4:00 p.m. for her daughters birthday. She paid for the private event which included 50 tickets. **************** confirmed her reservation via phone with an agent of *** ***** Upon arrival, our client and her party and vendors found hundreds of other customers already using the reserved space. ******** did not block out the entire venue for the reserved event. Even worse, *** ****s staff tried to mislead our client into believing her event started at 4:00 p.m (not 2:00 p.m). It was a holiday weekend and *** **** impliedly wanted to allow patrons to use the space rather than honor their obligations in our clients reservation. *** **** refused to clear the space to be used solely for our clients party. Instead, *** **** offered unworkable solutions to: (1) go forward as is; (2) cancel; or (3) move to another date. Because her guests had already arrived and she had pre-paid vendors, our client was left with no choice, but to go forward with the event, without the private accommodations that she paid for. It was an embarrassing situation for our client who was forced to scramble around at the last second. Rather than apologize and work with our client, *** **** shrugged it off, claiming it was a scheduling error with the corporate office. *** **** also provided a room upstairs to eat at the party. The room provided was unsanitary and in unacceptable condition. Specifically, the room was visibly dirty with sticky floors that were unsafe for use by our client and her party, consisting of children. In addition, the staff members were demeaning, uncooperative, and careless in their handling of the situation. Following the incident, we have reached out multiple times to try to resolve and have not received any response. Our client is seeking reimbursement from *** **** for the money she spent to reserve the space and reliance on their agreement.