Faye

Feb 24, 2025

BLUEWATER - AVOID

First visit to Gravity (Bluewater) and absolutely the last. As soon as we walked in I told another member of our party (this looks like a shambles in here!” Shambles it absolutely was. We joined the long queue to get to the front to be told because haven’t signed the waivers online we had to join the queue for the computers at the side to sign the waivers and then queue again. Why not have a member of staff at the entrance directing people who has/hasn’t signed waivers of where they need to be to save people wasting time. After waivers completed I questioned about myself supervising my 4 year old daughter as it states (in the FAQ) Gravity require under 5’s be accompanied by an adult, nothing about price or payment as when booking it doesn’t ask for ages etc simply how many participants. The staff on the till advised me I must pay a full price ticket. I’ve never been anywhere which expects you to accompany a child to pay a full price ticket. A fee or fraction of the price, fine, but full price is just insane. £60 for 1 hour is extortionate! (Socks, myself, 4yr & 6yr). I asked to speak to a manager and the lovely staff member asked to lady a few till along for to come over to which she rudely ignored the staff member and proceeded to serve people who were queuing. The supervisor (JESS) eventually came over after serving a handful of people in the queue and was immediately rude, kept interrupting me not listening at all, abrupt and has absolutely zero customer service skills. How JESS is a supervisor I have no idea. By this point my children were crying with the complete shambles going backwards and forwards to computers unsure what we were doing so I just paid the full price for myself to accompany my daughter and I told the staff member “she probably won’t go on at all now she’s upset”. I was correct she didn’t want to after getting upset because of the chaos trying to get in and sorted. On the session finishing my son was refusing to get off the trampolines even after everybody else getting off and new session starting. Staff did not even check any children’s wristbands and my son could have continued jumping had I not have got him off. Completely ruined my first experience and I wouldn’t return again AT ALL nor recommend it to others. Your website needs updating to clearly state adults supervising children under 5 need to pay (full price). Shambles of a place - AVOID