Urban Air Trampoline and Adventure Park

“Transparent review. We got the prepaid 6 month membership to keep the kids busy during the winter months. After a few visits, I must say, it was well worth the money keeping the kids occupied. Yes, a bunch of teenagers seem to run the place and yes, it can get really dirty and crowded however for the prepaid price of the membership and keeping the kids occupied is worth the money. I have to keep my eye on the kids while playing because this place is large and can be crowded obviously on weekends. I will update my review if needed when it comes time to cancel my membership because you can't cancel in person or on the phone. You must email corporate to cancel. I'm praying that goes smoothly when the time comes. The staff are young but helpful. It wouldn't hurt to see the owner or manager present from time to time to review and monitor the location due to the other reviews. Yes, alot of room for improvement however for the price, you can't complain too much if you are getting a decent deal on the membership. The young staff have always been respectful and helpful when we checked in or advised them of something amiss.”

“The kids love the trampoline, they always have a great time there; however, the place is dirty, the bathroom is smelly. The menu is terrible because they only have unhealthy foods, no options , you can eat pizza or wings. The ticket $40 with socks.”

“Dear Urban Air Management, I am writing to formally complain about several significant issues that occurred during our recent party booking at your facility on 1-30-2026. Unfortunately, multiple problems with billing and service negatively impacted our experience, and we have yet to receive a satisfactory resolution. The issue began when, unfortunately, neither Manager Nora nor any staff member informed us that an item from our order was missing. We only discovered this discrepancy once we had begun our meal and noticed the shortage. Furthermore, during the bill settlement, Manager Nora agreed to adjust the bill by $100 for the missing item and applicable promotions. However, when I suggested he do "whatever works for you," he went to his office and, instead of applying the credit, removed the $100 adjustment from the bill before leaving the premises immediately. By the time I realized this, he had already left for the day at 8 PM, and other staff stated they were unable to assist. This action felt intentionally deceptive and constitutes highly unprofessional conduct. We have been loyal customers of Urban Air and had hoped to continue hosting events at your facility. However, this incident has left us with serious concerns about your management and customer service practices. The main concerns are as follows: 1. Promotional Discount Removal: When booking our party, the promo code PARTYTIME-75 was applied to our reservation. However, during the process of adding another promotion, your staff removed the original $75 discount. Despite our clear communication about this error, the manager on duty informed us at the time of final billing that they could not reinstate the discount. Since the removal was initiated by Urban Air staff, it was your responsibility to ensure the discount was properly restored. We were unfairly charged the full amount without the $75 promotion we were entitled to. 2. Missing Food Item from Catering Order: Our catering order was incomplete, as a key food item (peens vodka item) was missing. We were not notified of this shortage in advance, and it was only brought to our attention by Manager Nora during the event. This oversight left our guests with limited food options, which was both embarrassing and disappointing. The manager acknowledged the error and stated that the missing item amounted to $70. 3. Inadequate Refund and Billing Discrepancy: When addressing both issues, the manager stated that they could offer a maximum adjustment of $100, despite the total discrepancy being $145 ($75 for the missing discount + $70 for the missing food). However, when the final bill was processed, we did not receive even the promised $100 adjustment. After realizing the error, we inquired at the front desk and were told the manager had left for the day and to follow up later. To date, we have not received any refund or resolution for the outstanding balance of $45. This experience was both frustrating and disappointing, especially given the time and effort we invested in planning our event at Urban Air. We feel misled by the mismanagement of our billing and the lack of accountability from your team. Please let us know how you plan to resolve this matter.”

“Like most things that private equity has destroyed, the place just can't be bothered with actual customer experience. None of the waiver iPads were working and the staff didn't proactively offer solutions for anyone. The locker machine was down, so there was no way to lock your stuff up. The protective padding on the Freestyle Jump area is so worn away that there are parts that should be padded that are more like jumping into plywood. My kiddo actually got a minor injury thanks to that. Tried to do the 4-player VR game with our kids and couldn't because two of the four controllers are "dead". And in general, when you ask the staff to do anything, they act like you're a huge inconvenience. They certainly don't bother to enforce the equipment size rules that exist for safety. It's a fairly typical Urban Air experience, which is to say that it's objectively bad and overpriced. Update: been waiting about 10 minutes for them to attempt to fix the VR game. I don't think this is how my kiddo wants to spend her birthday. They've now given up. Only one user can play the VR game at a time. The longer we're here the more we find is broken. The zip line in the warrior course? Just not there.”