Karolina U.
Google
I booked the Mezzanine Bronze Blast room at Ground Control for my daughter’s birthday and it was extremely disappointing.
The mezzanine room I reserved was split between two parties, which was never disclosed at the time of booking and is not stated anywhere on their website. That alone significantly changed the experience and space we thought we were paying for.
Most importantly, there was no actual host present for our party. The package clearly advertises that a party host will assist with setup, cake and decoration assistance, serving food and beverages, and clean up. None of that happened. No one helped cut the cake. No one served the pizza. No one maintained the room. The trash cans remained completely full throughout the party. I was essentially hosting and managing everything myself the entire time.
When I brought this up to management before leaving, I was told the host was not required to help with cake or food, which directly contradicts what is advertised on their website. The response I received was dismissive and unprofessional rather than solution oriented.
I paid for a hosted party experience and did not receive what was promised. Instead of enjoying my daughter’s birthday, I was running the event myself.
If you are expecting the services listed in their party package description, be aware that they may not actually be provided. Very disappointing experience overall.
RESPONDING 2/23/26
Ground Control Trampoline Park – San Antonio,
It is extremely disappointing but not surprising that instead of taking accountability, your company chose to publicly accuse me of offering cash to a team member for extra tickets without a single piece of concrete evidence.
That is a very serious allegation to make about a paying customer. If you truly have proof, provide it. Otherwise, publicly stating something like that is not only unprofessional it is defamatory.
I paid for 31 jumpers. Every single one was paid for properly through your system. There was never any need to “offer cash” to anyone because I paid for what my guests needed. The fact that this accusation suddenly appears only after I left an honest review speaks volumes.
Let’s also talk about the phone call with your Regional Vice President, Vanessa.
During our conversation, she admitted that when booking the Mezzanine Bronze Blast package online, it does NOT state anywhere that the room will be cut in half. She acknowledged that the booking page lacks clarity and even said she would bring this to the owners so the website can be updated to prevent this from happening again.
So which is it?
If the booking page was clear and transparent, why would your own Regional Vice President admit that it needs to be corrected?
Instead of addressing that issue publicly and professionally, your response attempts to shift blame and discredit me by making an accusation that you cannot substantiate.
I never made your staff uncomfortable. What made this situation uncomfortable was being left to manage 31 excited children in a room that was not accurately represented at booking, with NO SUPPORT.
A birthday party should be seamless and supported — your own response says that. Unfortunately, that is not what happened.
If your goal is to “strive to provide a positive celebration,” then accountability would have gone much further than attempting to protect a Google rating with accusations.
I stand by my review because it reflects my actual experience.
