Urban Air Trampoline and Adventure Park — Attraction in Bangor

On 11/11/2024 I took my son to UrbanAir in Bangor, ME. We were there sometime between 4:30 and left around 5:45. We had a gift card that was purchased in 2/24 for my son’s birthday. The printout we had indicated that the gift card amount was $25, and in addition to the gift card my son could get two treats from the cafe. One was for a little over $4 and the second one was for a little over $3 which the person who gave us the gift card paid for as a nice surprise/treat for my young son. The cashier had taken the print out I had, she replaced it with a $25 gift card and handed it back to me without including credit for the treats because they have “expired”, but the cashier didn’t know why it expired and offered to call the manager. The “manager” came, she also didn’t know why it expired aside from February “was 9 months ago”. I explained that they were paid for and I showed her the receipt, just like the gift card was. I asked her if I can look at the print out I gave to them. She didn’t hand it to me until she read it and realized that treats bought with a gift card expire after 90 days from purchase. I explained that I don’t know why that would be, since it was a gift card and gift cards shouldn’t expire. She said with sarcastic voice “You are just mad because someone bought you this and you didn’t use it when you were supposed to.” I’ll admit that I said “I hope this doesn’t happen to you”. That was after she was very sarcastic, rolled her eyes at me a few times, and acted so bothered. She responded to me by saying “leave!” “Just leave”.. I said “what!!? I’m not leaving my son is already playing. She said “I’ll call the police and have you CTed”. Apparently CT means “criminally trespassing” which I had no idea until my husband and I looked it up. I told her I wasn’t leaving because she had no reason to ask us to leave. On my way out, I waited in line to speak to the same lady who literally acted like she hadn’t just threatened to ruining my life because we had a disagreement. I asked her for the contact information for the general manager, and an incident report so I could report my experience. She asked me if everything is okay and I told her that having a disagreement does not give her the right to threaten police involvement, or to make a false police report because she didn’t like what I said. I would have been happy with “I’m sorry this happened, there is nothing I can do”. This is NOT about money. This is about how comfortable your manager and staff are in threatening families. This is about the fact that I had to look up what CT means since it must be used by that person so often it rolled off of her tongue like it was nothing. She told me that there isn’t an incident report for that, and refused to give me the general managers information. Instead, she huddled with all her buddies and called the police. Before getting on the phone she accused me of harassing her and her staff, which I would hope you can review the footage and hear the exchange. You will also notice that when I was by the zip line waiting for my son she followed me showing no worries about being “harassed”. She was just chatting and laughing with the two staff members about 8 feet away from us definitely not looking threatened or harassed. It’s utterly irresponsible to abuse police services, display such antagonistic behavior towards paying customers, make false accusations, and refuse to provide requested information that should be accessible and available to all customers. After I left, I called to request the manager’s information on the same day, but that same blond manager picked up the phone. She refused to provide me with contact information. Said she only had a first name for him and she didn’t know his last name, email address, phone number, or when he will be at work again or when he will be able to contact me. These are not the actions of someone who believes what they did was acceptable or the decent thing to do. No response from you by email, messenger, or phone calls. I can’t imagine how many calls Bangor PD gets...

Up until my granddaughters birthday party I would have given a rating of 5 stars, but after this experience I think three stars is even a little much. However, I do want to say the kids had a blast, it was clean, and tons of fun for youngsters. The issues began when misinformation was given to my daughter with scheduling the party. She even talked to the corporate office who stated that she people with memberships wouldn’t be charged, they were, and then they weren’t all given bracelets to jump even though they had memberships and she paid for them to be at the party. My granddaughters father couldn’t even get a bracelet so he could enjoy the fun time at the birthday party with his daughter. There were socks in the room when we got there, but not enough as they were confirmed people and not in the correct sizes. When we needed the socks, the room attendant was no where to be found. In fact, she was no where to be found during the entire event, which my daughter spent extra money on to ensure she’d be in the room during the entire party. She wasn’t even in there more than a couple of minutes during the entire event. To make matters worse, they showed my daughter the options for tipping her. Granted it was busy in there, but if you know your having multiple parties and a busy weekend have the staff on hand, especially if people are paying more to do so. What I found to be extremely rude and disrespectful was the manager coming into the room at the end of the party and asking to settle the tab in front of all the guests. This should not be expected to be done in front of guests, especially when there were issues with the bill and complaints that needed to be addressed. In end he come in the room to settle the bill, stated what she had left to owe, which was very expensive and guests didn’t need to know this and luckily didn’t know how much she had already prepaid, but her card was charge for about $100 more than he stated. She did complain about a few things after asking to at least step out of the room, but it didn’t matter they were not willing to fix the issues, and in the end she gave up not wanting to start an scene in front of her guests. My recommendation is if you plan on a birthday party here, get EVERYTHING in writing and names of everyone you speak with, and plan on bringing a couple extra hundred of dollars. The kids did have fun and luckily were too young to know that any of this...

Fantastic place! Not quite as many trampolines as the Orono trampoline park. But many extra things to do. And there is a good variety of trampolines, including the one where you bounce into a huge air bag. The Sky Rider is the bomb. The huge climber/play area is great for younger ones. Also the aerial ropes course was fun. The obstacle courses are great too….four of them with varying difficulty (and all very safe, as they have ball pits for floors). Our kids are 5, 9 and 13…all had a blast. (My wife also bought the half-price parent pass just so she could stay close to our youngest….she probably didn’t need it but we thought it was fair for us to buy one. I just wandered around and helped our other two or cheered them on, but nobody asked if I had a pass.) we bought the Ultimate day pass which was on sale for $21 for each kid over five. It was worth it! (Age five and under is $11). It was busy but not too bad. It is fairly dark with lots of neon lights, etc. It would be good if it was a bit brighter for when you are looking for your kid. They were a bit understaffed like everyone. But the staff were working hard and did a good job. They were good with the kids. No hooligans or jerk kids were observed. We spent three hours there and loved it. We only bought drinks so can’t speak to the food. Played a few video games, which were good. Loved this place, and we will return! Update April 2024: our most recent visit was also fun. It was on a Friday….got there at noon right at opening time. We enjoyed it even more this time because it was less crowded. It’s expensive (we got the ultimate package) and cost almost $100 for three kids, including socks. We stayed for two hours and had a blast. The safety seemed very good. Staff was pretty helpful, but they could work on being a bit more cheerful with the kids. Mostly they just acted like they didn’t really enjoy what they were doing. We also had lunch there…. It was pretty good but, again, a bit expensive. This location has some really awesome activities. (We skipped...