Better - Sutton Sports Village Reviews 

Excellent place. Very professional and helpful Reception staff. My grandchildren happily want to go there.

I am writing to you about an incident that occurred today at approximately 1430 at your Sutton Sports Village Trampoline park, where we experienced extremely poor and obstructive behaviour from your staff members Lois and manager Charlie.

We arrived late to a party and as we ran into the safety video watching area, Lois shut the gate in my 6 year old son’s face and said he couldn’t enter as she was about to start the video.

I explained that he was already late to his friends birthday party so could he please be let in. She said no and said she had now started the video. I explained he could watch the video from the side as we could see the video starting - she also said no. I asked to speak to the manager Charlie, who said Lois shouldn’t have shut the gate if we were about to walk in but also refused to let him in, and said he would have to wait to watch the video again after this first video finished. Hence they instead made my son watch 2 videos - we watched the whole first one from the side as they had shut the gate as we were about to walk in. After the first video finished (which we watched in its entirety from the side) they then let my son in, and he sat by himself in the area (without a single other person) and watched the video alone, for the second time. This delayed him even further resulting in him having hardly any time to attend much of his friends party.

This attitude is extremely poor and shows absolutely no common sense or empathy.

I would like to raise this as a formal complaint and would like to receive a response.

If you have instructed staff to shut gates in children’s faces and exercise absolutely no common sense, then your training of these staff is seriously lacking.

I made a booking in error, put the wrong date.
I contacted customer service and explained what happened - because the booking time had passed I was sent a refund form as I was speaking to the operator.
I completed and returned the form and was issued with a full refund - fantastic, no quibble.
What a lovely service from a great team

I really love this trampoline park! It doesn’t take a long time to sign in, plus, it’s got so many kid stuff, including the button strike thing, but sometimes it hurts my foot, like a bruise or something, but that was because I hit my foot on the trampoline, but as long as you are careful, you enjoy!

Fantastic service and facilities love everything is computerised helps easy access!!! Couldn't praise enough 🙌 🙏 ❤️

We had booked the event well in advance—in April—for a June date, and completed all documentation beforehand. Unfortunately, the event fell far short of expectations and left us with a very disappointing memory.

Firstly, the assigned host, Mia, demonstrated a lack of basic customer service skills and preparedness. Despite prior arrangements, she appeared completely disorganised. For instance, we handed over the birthday cake for refrigeration—only to find it later placed carelessly on a public bench where guests were seated to change into socks. This showed a complete disregard for care or hygiene, and I had to escalate the matter to her manager myself.

Instead of handling the feedback discreetly, Mia approached me multiple times during the party, in front of guests, to question whether there was a problem and whether it would “reflect on her”—a highly unprofessional and uncomfortable approach that added stress to an already frustrating situation.

The party itself lacked the involvement and engagement promised. I was asked to cut the cake before food was served, so it could be portioned out—completely killing the celebratory moment. Mia offered no help in gathering the children, leading a birthday song, or creating a festive atmosphere. I found myself managing the event solo, despite having booked a supposedly “hands-off” hosted experience.

Furthermore, I was asked to confirm final numbers by Tuesday for a Sunday party—understandably, we had two no-shows on the day. The inflexible approach to this was frustrating, as attendance can fluctuate with children’s events. There is no refund as such. Complete money-making sham.

To add to it all, the party room and wider play area had no air conditioning on one of the hottest days of the year. Had I known this in advance, I would have never chosen this venue.

Regrettably, the entire experience left a bitter aftertaste. This was meant to be a joyful occasion for our daughter, and instead, we were left feeling disappointed and stressed. I won’t be returning to this venue, and I would caution others from booking.

Fantastic place to take kids
Friendly staff and great customer service
Clean and tidy and great choices in cafe

I just wanted to say a huge thank you to the entire team for making my daughter's birthday party an absolute hit with both her friends and their parents. Everything ran so smoothly from start to finish, and it truly exceeded our expectations.

A special shoutout to Mia, who was calm, friendly, and amazing with the children. She made sure everything stayed on track and was such a wonderful host — her energy really helped make the day extra special.

We’re also so grateful for all the help we received beforehand — from answering our initial questions to accommodating a change in the party date. Your flexibility and clear communication made planning so much easier.

Everyone had such a great time — thank you again for making the day so memorable!

As a frequent member of the centre here, I am always so amazed with the constant improvement here! As a centre they take on feedback and look for ways to improve straight away. There products are forever evolving and whenever I visit I’m always finding some new change they have implemented. The staff are lovely and so welcoming, creates a real great environment for us regulars!

Me and my family will always be a Sutton sports village fan

Had a really good core session and Spin in Jamel’s classes
Such lovely atmosphere and wirlout in one
Thank you see you soon

Needs an upgrade. Lower section is dated dark and gloomy. Bigger windows will let in more natural light. Instead of paper towels and spray, please implement wipe stations instead.

Called 4 times to speak to someone, every option fobs you off to the website. When I finally pressed irrelevant options, just to go through to a person, nobody answered the phone. The culture in this country of complete incompetence and refusal to answer phones is getting ridiculous. After waiting ages with no hope of anyone answering, I hung up and they’ve lost a customer, not that I’m sure they care.

I do the HIIT and body conditioning classes they are really good. If you’re looking to get back into fitness but need motivation the classes are a great way to start!

Easy membership, good, clean facilities, kind and helpful staff. Shame there's no swimming pool.

Good equipments
good staff
accessible location
clean

The session was very organised. I enjoyed the session.

As a new member, the staff were very helpful and explained about the services and times etc.
I had a good induction with Jamal and he showed me around the gym giving me guidance and refreshing my memory with how the equipment worked as well as showing me the new equipment which I have not seen or used before.