Urban Air Trampoline and Adventure Park — Attraction in Albuquerque

Edit after response: Would be a better rating had the response to this review not been a gaslighting way of saying - "we could careless about your concerns" Starting 30mins late for a booked 2 hour window, is unjustified. Parents plan a time frame for parties - just cause they have the ability to jump all day doesn't mean they can.

If your thought to customer service is the response below, I highly suggest you take the time to familiarize yourself with the Better Business Bureau. Great entity to express concerns like misrepresention and deceptive practices (such as the inability to order pizza same day - see picture) I do appreciate you taking the time to to respond to my concerns

Have been coming to Urban Air for years and have spent thousands of dollars here; each birthday party has costed me over $500 dollars and I have 3 kids who have had multiple parties here. Beginning of March 2024, I had a birthday party for my son, there was multiple times I was running around looking for the party host because she would vanish , I feel like so much time was wasted because I would have to run around looking for her to get kids checked in and receive the wrist bands and socks, that cut into their playtime. On top of that, at the end I had gift cards from Christmas to use towards the balance and they said “we cannot take gift cards for a party “ I thought that was stupid because they are urban air gift cards why wouldn’t they be able to be used for birthdays? I paid the full amount cash and they forgot to give me my ID back, I was super busy and had been running around, they held my ID and it was their responsibility to remember to give it back as soon as the party was paid for. They didn’t remember and I had to drive all the way from Los Lunas to get my ID a few days later . I asked to talk to a manager that night I went back for my ID but they were short staffed and told me it would be a while, after waiting 20 minutes I said I would just come back or call. A few weeks later I decided to take my kids back to use their gift cards, my husband and I went to go watch them as we always have and we were told we could not be up there without purchasing a wrist band and socks and that their policies changed March 15th, I was outraged because how small my kids are and told them I was not jumping but that they need to be watched! I went down to talk with a manager and was given a sassy attitude and dirty looks, I explained the situation of how much I have spent for the birthday party a few weeks prior and how I had to drive and waist gas to come back for my ID and I also explained that I felt those rules were not very ethical because of how small the kids were and what’s the staff going to do if one of them get hurt and I’m no where to be found because they won’t let me be on the platform? That is ridiculous. She gave me an attitude and refused to discount me despite the inconvenience they provided, she and another staff member were rolling their eyes and laughing in my face , I was charged another fee after spending over $100 dollars just to watch my kids. On top of that while I was watching my kids I was watching the staff and they are just of their phones , laying down on the play equipment not even watching the kids! This is ridiculous and I will never return. This picture is one of the staff members just on her phone laying down on the play equipment, this is who I’m supposed to trust ? Haha you’ve got to be kidding me! I hope this place gets closed down for their greed! I will happily give another trampoline park...

I would NOT recommend this place. My fiancé and I are young (22 & 20 years old) and have legal guardianship over my younger siblings (12 and two 11 year olds). We had planned to take the kids out to have fun at urban air and buy the “All In All Day Group Pass” as it has 2 parent passes, 3 children passes, socks and food. We thought great deal and perfect place to take them. We arrived and the staff at front desk told us we had to buy that bundle online. Cool no problem….after purchasing the tickets we go back to the front desk to proceed with the process, they pull up my tickets and immediately tell me the children’s parents need to be there. I was totally confused as we don’t have parents and I have legal guardianship over them. The staff said that she couldn’t give a 22 and 20 year old a parent pass and sarcastically saying we couldn’t be the parents of a 12 or a 11 year old. Staff proceeded to call the manager up to the front desk. The manager was rude and unfit for his position. He proceeded to say the same thing the staff said that the children’s parents need to be there. I let him know I was the legal guardian over them and they don’t have parents. He asked me if I had any paperwork to prove it .. of course I do but why would I take documentation like that to a trampoline park? At this point I was getting frustrated so I asked about a refund. He told me he couldn’t give me a refund and to call a 1-800 number . He ended up calling what seemed to be his manager and explaining the situation, his manager talked him over how to refund me from the front dest which he did, but we paid card so unfortunately I am still waiting for the money to process back into my account. I get it , I am a young adult, but at the end of the day I am the legal guardian over these kids and I don’t think I need to bring “paperwork” to a trampoline park to let them have fun and enjoy a Sunday. If I was under 18 then maybe I would understand the fuss but seriously? The staff could of at least let me know they weren’t gonna give me the tickets without the “parents” being present before spending over $100. After all of this I ended up taking them to Elevate trampoline park in Rio Rancho which is similar. We had no problems there and the kids had so much fun. Price was similar too so I would recommend taking your kiddos anywhere EXCEPT urban air.

Update: if you didn’t read I am the legal guardian which does make me the parent of these children. In other words I was discriminated against my age at this facility. I will not be giving you all another chance and the refund has not gone through so I don’t consider it a done deal. Also the other trampoline places have just as much attractions with NO wait time. Urban air is nothing special. Go here if you want to be discriminated and waste money just to wait...