Urban Air Adventure Park review: Mistreatment by staff

How a company representative conducts themselves when faced with a misunderstanding or frustrating situation says a great deal about that company. My experience with Rachel, Regional Director at Urban Air Adventure Park, was the most upsetting and unprofessional interaction I have ever had with a vendor.
My sister had booked a large party at Urban Air in Plymouth for approximately 100 guests. As the party date got closer, I stepped in to help her with final details. About a week and a half before the event, I contacted the events office and asked if I could see the space because I had never been there before. I was told a manager could meet me, and the walkthrough was helpful. Afterward, I sent an email outlining the setup we wanted, which I believed consisted of requests that had already been agreed upon.
It quickly became clear there was a misunderstanding regarding tables and space that were available to us. Instead of explaining what could and could not be accommodated, Rachel called me and proceeded to berate me. For roughly 15 minutes, she raised her voice, accused me of demanding a walkthrough and expecting her team to drop everything for me, even though I had simply made a request that her team approved. In a hostile voice she asked, "Why would we ever let you use all those tables?" She repeatedly emphasized how much time our event was taking away from other priorities.
I attempted to apologize for any misunderstanding and redirect the conversation toward solutions, but that did not seem to matter. Rather than discussing options, costs, or limitations, I was met with more criticism and hostility. At one point, she offered to return our deposit and cancel the event less than two weeks before the party. When I explained that we did not want to cancel, she indicated that she could cancel it herself.
The moment that stayed with me most was when I mentioned that communication on our end may not have been perfect because my father was in the hospital. Her immediate response was, "I don't care. I don't care what's going on in your life."
Mistakes happen. Misunderstandings happen. What I cannot overlook is the way I was treated. I ended that conversation feeling shocked, rattled, and completely disrespected. I would never expect perfect service from a vendor, but I do expect to be treated with basic professionalism and courtesy.
I would never recommend working with Urban Air. Rachel was not just representing herself during that conversation—she was representing Urban Air. The way I was treated left me with a negative impression of the company as a whole.