Urban Air Trampoline and Adventure Park — Attraction in Greater Sudbury

First and foremost, I would have chosen zero stars if the option was available.

I booked my daughter’s 5th birthday party with Urban Air after hearing fantastic reviews from others. It was nothing short of a nightmare and the party hasn’t even happened yet.

I call to change my head count and pizza order 24 hours before the party. According to Urban Air, you can change right up until you walk in the door. I’m told that unfortunately it can not be changed and that it is set. Now, I have so many guests coming, not enough pizza and you can not bring outside food in. I’m also told that head count and pizza orders had to be done three days before the event and that a party host (who was to be assigned - no party host has been assigned as of yet despite the party is in 19 hours) was to call and finalize. I did not receive a phone call three days before the event. Eventually, I speak with someone else. They inform me that they are sorry they could not call three days before as “they have been super busy”. So, I can’t change my pizza order and there isn’t enough food because they were too busy for my daughter’s party. I finally speak to someone else, after being on the phone, continuously being transferred to different representatives and employees, and get the pizza order changed. This was a nightmare, it was not stress-free and I had to chase down everyone to get everything set up. To spend over $500 on a party and have to chase people was completely unacceptable. I’m then told by the manager that his employee did not tell me that they were too busy, and that everything is resolved.

I expressed how I truly did not want to have the party there, so his solution is let’s cancel and I’ll waive the cancellation fee. I had family from out of town down north for her party, and it would be unfair to her friends who are very excited to cancel last minute. Truly disappointed in the customer service, miscommunication and having to chase them. Would not recommend having an event or birthday party here since they are most...

The employees are nice and seem to really care about your experience. Management however is not as concerned. My daughter was trying the rope walk , became scared and froze on the attraction, I asked the employee who was putting the harnesses on if I could get a harnass on while my wife went to sign the waiver so that I could help my daughter. After I got down from the rope walk with my daughter the manager was speaking with my wife, when I approached I asked what the problem was, the manager said that I was up on the apparatus. I asked why that was a problem since there were adult sized harnasses, the manager then said it's because you may have fallen, i pointed out that the attendant on the top of the attraction helped hook me in and that I was hooked in properly so there was little chance of me falling. He then said that I shouldn't have been up there since I hadn't signed the waiver, I told him that my wife had gone to sign the waiver so that I could put the safety equipment on and get to my daughter as quickly as possible and help get her down. His response now became that the worker on the platform could have helped her which he couldn't because the worker was busy working with other children and even if he wasn't I explained that my daughter would not have listened. The manager then switched his argument and accused my wife of swearing at him and his wife (which she didnt) and told my wife that he could kick her out if he wanted, even though we were there for my daughter's birthday. Very happy that the workers care about the needs of the customers first, the manager should take a lesson from them on civility and customer service. Will not spend...

Definitely not suitable for kids under 5 years old. And they don’t have the younger kids activities sectioned off either, so even if your younger kids find the limited options interesting, you’ll be fighting temper tantrums keeping them away from all the other stuff they can’t do. #1 being the ball pit … Try taking a 2-3 year old to a play place and telling them they can’t go in the ball pit lol I get it, there’s other playplaces to go to, but my son has older kids in our friend group / extended family so… here we are. The staff were terrible. The staff that checked us in were fine but in the play area you get staff walking together back and forth, back and forth just chatting away. Telling you what your kid can’t do even when they’re fully supervised. We had my son in the ball pit not even an arms length away and were told No. Then they tell my son and his older friend they can’t jump on the trampolines together … even though they’re literally friends and came together … Oh, the best part. When we checked in, my son had grip socks on already (spent my time at home finding them just for this purpose). We get there and the staff say it’s their “policy” that we buy THEIR socks lol I tell them he has grip socks on already so they offered to take my sons used socks and trade us for their socks LOL So you’re going to throw away perfectly good socks, just to get your marketing materials out there. Not the most environmentally friendly establishment, and the fact you are forced to pay for their marketing is crazy work. Anyways, parents of younger...