Urban Air Trampoline and Adventure Park — Attraction in Bloomfield Township

I am completely disappointed in how my son's birthday party went on 1/7/23. Here is a breakdown of the problems we experienced last weekend:

I booked the Platinum package specifically because it included the Sky Rider, Flip Zone bumper cars, ropes course, and all of the other areas. I was not informed that only TWO of the bumper cars were working, and that the ropes course was CLOSED. There also doesn't seem to be a capacity limit, because the place was very overcrowded; so much so that most of the guests of the party couldn't even do the Sky Rider or the bumper cars because the lines were so long. My son's brother and cousin spent 50 minutes in line and completely MISSED the pizza, cake and candles because they had already waited 35 minutes and didn't want to get out of line. They were the ONLY guests that did anything other than the basic trampolines.

Also, on top of being over crowded, the concession line closed for the night at 6pm, due to understaffing, however, I saw several workers hanging around and talking, and not doing anything. One of the parents in my group waited in line 20 minutes to order a pretzel, and then another 28 minutes to get it. AND, just as an FYI, the staff there are committing health and safety violations. I watched the girl at the counter take an order, accept cash, give change, and then while still wearing the same gloves she touched the money and computer with, got a slice of pizza with her hands touching it several times.

To add to the fact that it was so overcrowded, while coming down the stairs I had to ask the Security Guard, wearing a jacket labeled "Security" to move because they were sitting on the stairs and we couldn't get by. Sitting on stairs in the back stairwell out of view of almost everyone is exactly where I'd expect them NOT to be sitting, but rather out watching the hundreds of kids running around. What good is a security guard watching the closed down concession stand?

We ran out of water for the kids at the party, the concession stand was closed, there was no vending machine in sight, so we asked one of the front desk employees if they had any water we could purchase. My husband was told to go next door to "Big Lots" and get some and bring it back. He asked about the signs saying "No outside food or drink allowed" and was told, no one will say anything. If that's the case, I could have purchased all of the food and drinks for far less money than purchasing it through Urban Air.

I understand that every business is hurting for staff, but it seems that since I paid just shy of $600 for the "Platinum Package" for only 10 kids, we should have received the most above and beyond package available, but we weren’t even given the basic experience. We are disappointed, my son is disappointed, we are so unhappy with Urban Air. We went to Sky Zone in Canton for my son’s party last year and it was half the price, not overcrowded, and the kids had a blast. It’s a 10 minute drive from our home. We only decided on Urban Air for the cool extra attractions. If I would’ve known we were going to receive this type of experience, we would never have driven 30 minutes and paid twice as much for less of...

A friend of mine had her daughter's birthday here. When I looked it up online it looked cool. It was clear that the main focus here is their birthday parties. The website focused a lot on that. You pay somewhere between $400 and $500 for 10 kids, which includes things like pizza, plates, cups, plasticware, and a host who was supposed to help us set up, clean up and everything in between.

We were told to arrive 15 minutes before our scheduled time. This was a little perplexing to me as that would give us only 15 minutes to set up for our party. Gave the impression that this place was a birthday party mill, grinding out as many parties as possible; cramming as many in a day as possible with 15 minute intervals.

We showed up about 5 minutes early. When we got to the front counter the employees reception was lukewarm, and I was unclear what was going on...Whether or not she was working on getting our room together, or who or what we were waiting on. After about 10 minutes of standing around I walked toward the back by the rooms for birthday parties and events. I found an employee and asked her about our host. she located him right away. It was 15 minutes after our allotted arrival time when he showed up and he didn't seem too thrilled with us. He just...he didn't even say hello or follow me or happy birthday! He didn't say anything. Didn't ask what we needed. Didn't offer his help. Didn't comment on the weather. Nothing.

The setup process was, as I expected, very rushed and a little awkward. Our experience with the teenage host was...underwhelming…but he did do a very kind gesture by bending the rules a little for us...(I won't mention details for obvious reasons.)

The three or four hosts assigned to the second floor were kind of just hanging around the tables outside the room. After a little while our host did seem to get a little more comfortable with us, tho he still wasn't saying much and I had to be the one to ask him about things like wristbands for the kids, or plasticware, etc. Every time I'd go and ask him about something, he was already on his way to go and do them. There wasn't any communication.

The kids seem to enjoy themselves. That's what is important. It was a little annoying towards the end when our time limit was nearing and the group of hosts was hovering outside the door giving strange looks, giggling and whispering. Would have thought they would have taken into account the fact that we didn't get started on time. Seemed they could have allowed us a 15 minutes grace period...We rushed to clear out the room under their glare and scrutiny.

The good thing is that the pizza was really good, and the wristbands were good for the rest of the day, or 8:00, so when our room rental was over, we didn't have to leave. The kids and their parents could stay and enjoy the facility a little longer if they so chose.also, the birthday girl got some cool things like a return day pass, a t shirt etc.

Overall the experience felt very, very rushed. You could tell that they were doing a ton of these parties a day and that this one was just another cog in the machine to...

DO NOT GO TO THIS ESTABLISHMENT!!! STAY AWAY!!! Our son went with some friends to have some fun on October 12th. He arrived approximately 2:30pm, the boys placed their shoes in the shoe rack due to not being able to use their Apple Pay for lockers. While having fun they noticed a teen sitting with a book bag on but not interacting with anyone else or participating in activities. When it was time to leave around 8pm our son went to get his sneakers from the shoe cubby and it was GONE!!! One of his friends was also missing his hoodie . He immediately went up to the front desk to inform staff. There was 2 teenage girls and when he notified them they started laughing at him and asked what kind of sneakers? He replied Yeezy 350 , one of the girls said why would you wear those sneakers here ? She then said to the other teenage girl oh my boyfriend stole some Balenciaga from here last week and they both started laughing. Ironically the kid that was sitting hanging around the shoe rack was wearing Balenciaga sneakers. He then asked for the manager, the Manager never came then the female teenager said my manager said it’s not their problem! I called immediately spoke to the manager Joe and explained the situation he said no one informed him of the issue and if the sneakers is found he will call me . I told him that’s not acceptable and I will be coming back the next day after church because I’m requesting them to play back the cameras. I asked him when will he be there and he said he will be there from 10am to closing, we arrived there approximately 12:15pm after church and was told he is not there so we spoke to another manager by the name of Bre explained to her the situation, she went back and checked the cameras, came back and said that their camera does not show a clear view of the shoe racks however, they did see our son looking for his sneakers, which is a very contradictory. There was no form of apology for the inconvenience. She stated they were not responsible. I told her we were going to file a police report and will pursue filing charges. no form of empathy nothing it’s just a sad situation that you cannot even send your kids anywhere and for them to come back home with their belongings our son had to leave the establishment in the rain with wet socks and no one cares. We called several times after to speak to Joe and no one answered the phone. A police report has been filed and Detective was assigned to our case and we will be pursuing this because this is not ethical! Poor management and poor establishment , DO NOT ALLOW YOUR KIDS to patronize...