Urban Air Trampoline and Adventure Park — Attraction in Bee Cave

I'd like to start by saying that I waited several weeks to write this review, in order to give myself time to reflect on the experience. We took our kids and a few of their friends to Urban Air in Bee Caves for their birthday party. They had a pretty terrible experience. It started with the fact that we paid for the platinum tickets. My kids wanted to do the sky diving thing. They informed us that the only package that included that was the top tier package, so that's what we got. So tell me why they sold us that package knowing that the sky diving thing was shut down because it was broken. If that is the only thing that separates the platinum from the ultimate package, and the price difference is $10 per ticket, why sell us the platinum ticket at all? They didn't even offer us a refund for the extra we paid. My kids who are 13 and 14 years old went from one attraction to another looking for help from employees that did everything that they could to ignore their plees for help. They would walk right past them like they weren't even there. This is pretty ridiculous. After all, this was supposed to be their day and the employees walk right past them when they are trying to ask for help with an attraction. And the employees that were standing in front of these attractions just stood there, staring off into space, completely disinterested or stoned. When my kids would ask for their help to get in, they'd just hear, "Sorry, I can't help you. Ask someone else." Before you know it, their time is up and they barely got to do anything. Next was the food. Absolutely burnt and inedible. I'm not one to throw away food, but we all did here. It tasted like they just pulled it from the freezer and baked it in a toaster oven pan that hadn't been cleaned in weeks. Everything was radically over cooked and disgusting. My wife isn't one to complain, so we didn't, but I write this as a warning to others so that maybe you can save yourself the money and disappointment. Worst birthday experience my kids have had in a long time. I can see why they serve alcohol. Maybe if the parents are tipsy enough, they won't see how disappointed their...

My wife went in with my daughter and 1 of her friends. Unfortunately, my wife did not realize, with two screaming kids ready to get in and play, that she was signing up for an annual membership. We didn’t notice a recurring charge for a few months. When we called to cancel, thinking it should be an easy fix, they said we’d need to pay the remainder of the year for each child as a cancellation fee, which is $400. One of these kids isn’t even ours!

First of all, you have two screaming kids ready to get in UrbanAir and start having fun. Then you’re asked to read a multi-page legal contract while everyone’s waiting to use the kiosk to get their screaming kids in. Then when you call in, their goal is to lock you into a long-term contract.

On top of this, when looking over the cancellation policy, I thought it was interesting to see that you are allowed to cancel so long as you move 25 miles or more away from any other UrbanAir. The odd thing is you’re only allowed to use your pass at the UrbanAir you signed up for. So, if you sign up to use UrbanAir in Austin, Texas, then move to The Woodlands, TX, you’re not allowed to cancel because you’re within 25 miles of The Woodlands Urban Air, but you’re only allowed to use an Urban Air in Austin. Luckily for us, we moved to a place where no UrbanAir is within 25 miles.

This company needs to change how they treat customers and build a business model around this, not tricking people into signing up for a long-term membership that is nearly impossible to cancel.

We’ll never go there again, and we’ll continue to tell everyone who talks about UrbanAir about...

I signed up today for the membership at Urban Air Bee Cave today because I was tired of paying for the day pass! It really is worth it to buy the membership—take it from someone who has experience! With the membership you can come as many times a week as you would like. I love Urban Air as it is a wonderful place to have your child meet with a friend from school or daycare. This also provides an opportunity for parents to get to know each other during the children’s play. The staff was great. Tiyana in particular was such a helper and made us feel welcome and taken care of. When it was time to leave, she noticed we were trying to bring our pizza to go on plates while carrying our kids shoes. She offered to get us to-go boxes so that we were not struggling and balancing our items! It was the cherry on top to a wonderful play-date for my daughter and her friends, and the mother I met with. Mark, a manager, was super patient while I navigated the membership sign-up process on my phone. His overall demeanor was extremely positive which is important in a manager. Neil was also a very organized employee who was making sure the building was clean and sanitary for the next day. This is important with a place with so many children visitors! This can put a parent at ease to return with their children! Overall, Urban Air is a great time for kids and parents alike. I highly...