Urban Air Trampoline and Adventure Park — Attraction in Aurora

Scheduled a party for 9/29/24 at 11am-1pm. What I find interesting is the Centennial location allows party parents to arrive 30 mins prior to the slated party to check in and set up their parties. Which is hilarious considering they don’t even open until 11am on Sunday! How is this okay to allow booking at 11am but the location doesn't open until 11am? Scrambling to check in while there's a long line and the CSR have zero spacial awareness of differentiating between party parents and guests purchasing tickets.

While waiting for everyone to arrive wristbands were not provided until waivers were confirmed which is awkward for both parents and children. There’s no where to access via the website to sign the waiver the only option is to do so at the Kiosk at the front. Got it so this wastes 20 mins of the 2 hours booked of a private room.

Between waiting for waivers to be signed a lot of the families who attended the party had waivers filled out the party host Arianna went one by one to verify who had a valid waiver or expired and those who expired waivers needed to fill them out. We didn’t even have the room for the full two hours. We booked using a 15% off promo for booking on Sunday which they don’t include it’s off the “Base” package which we got the “Ultimate Party Bundle” and surprise for the sticker shock of $750 for 19 children.

The fry platter was disgusted and inedible wasted $19.99 for nothing. Overcharged for slushies as well. When the check came Abby the Cafe Manager gave me a shake down shoved a tablet in my face and demanded I pay. In the middle of trying to get out of the room as they requested to get ready for their next party. I was rushed and was not given the opportunity to really look at the invoice with the manager standing so close and questioning the tip amount selected.

We setup all the decorations ourselves, served the pizza and cake/cupcakes ourselves. Was kicked out of the room 25 mins before the time was even up so we were shorted nearly an hour because of the opening and the waiver signing. I’m not happy at this cash grab and not honoring the promotion as they should have.

Ohhh and don’t bother calling no one answers. I came in person today 9/30/24 to discuss the billing discrepancies of being charged an additional $115 and not having the room for the full two hours I booked. Was told they double booked the room and that’s why we needed to be out. That’s not my problem I was shorted the reserved room and overcharged and when I brought it to Hallie General Manager's attention I was told “oh well”. The general manger was so disrespectful, unprofessional and flippant and agreed that I was overcharged and LITERALLY told me contact CORPORATE..... Who does that????

Sooooo to summarize, I booked a 2-hour private room, was only in the room for an hour before I was pushed out, party was delayed 30 mins because they opened at 11am although I booked a party for 11am. I was overcharged and brought it to the attention of the manager she acknowledged that I was overcharged and refused to refund me my money but she so "kindly" provided the number to corporate to voice my "concerns" wooooow. I do not recommend they are not transparent in pricing and add on's after the party is confirmed...

Our experience for our daughters birthday yesterday was the worst customer service I have ever experienced. I’ll start out by stating my husband and I booked the party on his phone, about two weeks prior and any communication that was being sent to him was going to his junk folder. I called in several times to make an adjustment to our date. Yesterday when I called in to make sure our party was set for that day/time (I had no confirmation), change us to a room and make an order of food for the kids. I asked about bringing food in for the adults and the girl I talked to said YES you can bring anything you want. Upon arrival, the food I ordered arrived at the same time and we get bombarded by the staff saying we can’t bring food in. At this point I’m upset, whoever told me over the phone yes should take accountability because I just spent $300 on food that they’re telling me I can’t bring in. The manager and the GM were absolutely awful and should not be managing that store whatsoever. The GM tried saying I WAS LYING and her employee never said that. At this point I thought my head was going to explode, she could have made an exception. Taken accountability and apologized but instead said I was the liar and knew? Mind you the employee isn’t even there, she did not call her to confirm what she said and I truly hope that those calls were recorded. She tried saying they have posts all over the park stating that, I live an hour away! I never come here, we came once years ago and yesterday was the last time we do. She then proceeded to say if we took the food to the room she was going to kick us out. Who does this for a 7 year olds birthday party? I’m not a person to cause a scene, everyone around us felt so disappointed with the way the GM treated us. If all the kids weren’t their and it wasn’t my daughters birthday I would have left and gone somewhere else. We stuck it out for the sake of my kid not having this awful memory but no one in our party wanted to be their after the way we were treated. Even if it was a miscommunication she should have apologized and made it right, by her stating that it was my fault is where I drew the line. While I was on hold that morning waiting for someone to pick up, I was going through the website to see if anything said something about food and it didn’t. That’s why I called to confirm. If I would have known that I would have just ordered food from there. Our party had to go outside to eat in the car. I will never come back to this place and I’m sure my friends and family will not either. Aside from that the kids in charge of the rides were rude, my 12 year old was stuck on the ropes course and I had to tell her how to get off. The girl that was up there to help was telling her she couldn’t do anything to help her.

After that experience I can tell why this place was so dead at 7pm on a Saturday. Take your money somewhere else where it’s appreciated and valued. The boondocks down the...

Went to urban air when it first opened had a blast! We decided to go back for my daughters birthday and sad to say, we had a terrible experience with Lilly who was working the Go-karts. She was so rude to the kids when we all went to line up. I didn't say nothing at first and let it slide. My son then came back to me after riding the go karts again, and said he does not want to ride them anymore because the lady was being so rude to him. He mentioned that as he was trying angle the kart in the lane, she backed him up and said, "this is what happens when you don't listen." I went to discuss this with her directly, and she was rolling her eyes and begin to argue. I mentioned how empty the place was and that she is working with children that parents will be offended by the way she speaks to the children. I said, I understand you position, but it is not what you say, it is how you say it. she continued to argue I asked for the manager. I was presented with Harry Vyhnanek, I let him know what happened, I felt very disregarded by him, he wouldn't even give me eye contact and said that he would have a discussion with Lily. Never even apologized. I noticed that he began helping her on the go karts to shadow I believe. We decided to go again as we had purchased 4 platinum unlimited packages and again the place was empty. We had a great run, just to be kicked off at the end of the race, he said he said he warned us to stop bumping and that we were not allowed to be at Urban air anymore, I asked for a refund he said you will not get your money back. Not only that there were other people in that same race that did not get asked to leave. I explained to him that the bumping was unintentional and hard to avoid around turns. I felt very discriminated against. The main ninja ball pit attraction that they wanted to enjoy was also closed, what a Bummer, it soured my daughter birthday. I did want to mention the lovely young lady that helped us throughout our time there her name started with an M, Melaisa or something, ( I didn't jot her name down ) she was working the rock climbing area, very kind and helpful to the kids. she made the rock climb experience pleasant and enjoyable, maybe she can give lily some training on how to work with kids. Harry(Karen), very unprofessional, go karts are to compete, race, and have fun, try it sometime. Boondocks is right up parker don't waste your time or money here, Boondocks Go kart track is outdoors and so much better. The multiple times I have taken my kids there it has always been a great and personable experience we ended up at Urban air because they were sadly closed on Mondays and Tues. We will not be back to...