We were visiting from out of town and have never been to a place like this, but our 2 boys, age 6, has a great time. Although the place was very crowded (Sun afternoon Christmas week), and there was little staff supervision, we didn't encounter any of the problems noted by the other reviewers. The facility was clean, organized and well conceived and run. The cashier was friendly, gave us a third ticket at the half-price special rate our six-year-olds entered under so one adult could jump with them.
It did seem like the place may not be best for children much younger than 6. There is a dedicated pit for the really young but it was tiny.
Some parents may be a little concerned about safety, especially when things are very crowded, particularly for younger children, but we didn't have any problems on this one occasion.
I will say that we tried a number of times to call for information but never were able to get through to a person.