Urban Air Trampoline and Adventure Park — Attraction in Bryan

Worst paid birthday party experience! They originally put us in the wrong room, and while we were waiting (20 minutes after our party was supposed to start) in that dirty room, the kids started playing with the balloons that were left in there. An employee (still not our hostess) came in and informed us that we weren't supposed to be in that room and proceeded to take the balloons away from the kids. We were then moved to a table (which is what I paid for, so no big deal there.) From there we were completely neglected. Our kids were sitting there, bored and unable to go play bc the hostess hadn't brought everyone's socks. Although everyone filled out waivers online, evidently they had to be done again when they arrived. The hosts for the tables on either side of us were attending to their parties like they were supposed to, but ours we saw, maybe a total of 3 times, including her introduction, candle lighting, and bill presentation. I am not including the 3 or 4 times that she made individual trips for each kid's waiver/socks, where it was 5 minutes between every kid being able to go play. The bill was presented with charges for an extra 10 kids, which was quite steep. We didn't even have 10 kids at the party. It was changed, but only after I went to the counter and waited. Despite having taken the balloons away from my guests (balloons that had been left behind in a dirty room) they never did bring my child his. We did leave with 1 balloon centerpiece, well after the end of our party. Btw- we were kicked off of our party table, so she could clean it, despite there being no party after us, and the park not closing for another couple of hours. They did end up letting our kids stay and jump past our 2 hours, since they didn't start our party for at least an hour after it was supposed to start. I complained about the service, but was not offered a thing to try to make the experience better for me. Not a discount, not a voucher to come back, not even an apology! Probably the worst part, was that they gave the kids "scratch-offs" as party favors. The prizes were all a free candy. No where on the cards was a disclaimer stating that they couldn't get their candy that day, but that they had to wait until a later visit. Again, it was not stated anywhere. They handwrote the date on the cards and denied the kids their candy. I don't know how you could give children a party favor (which was included in the hundreds of dollars i paid), and then wait until they've stood in the line at the Cafe to tell them that they couldn't actually have the candy, but had to wait and revisit the park. I had several kids (7 year-olds) in tears. But the employees did not seem to care one bit! It was sad and cruel.

I wrote to their main office. I never so much as received a...

As a customer of Urban Air Jump Park, I am writing to express my disappointment with the customer service provided during my recent visit to the Bryan location. Despite having an adventure pass for my children, we encountered issues with accessing certain activities due to the lack of assistance from the staff. Upon arriving at the Bryan location, my children requested access to the ropes course and sky rider, which are typically included in their adventure pass. However, despite asking an employee for assistance, we were left waiting for someone to help us. The employee did make an effort to call for assistance, but it appeared that the message was not relayed effectively to the staff responsible for overseeing these activities. After waiting for some time, it became evident that no one was coming to assist us with the ropes course and sky rider. The only activities that were available for us to enjoy were the trampoline activities, which was disappointing considering the variety of options available at Urban Air Jump Park. Even as the employee finished cleaning and returned to the staff-only room, no one had come out to address our request for assistance. It is concerning that despite our clear request for help, the staff at Urban Air Jump Park failed to provide the necessary support to ensure that we could enjoy all the activities included in our adventure pass. The lack of communication and follow-through demonstrated by the employees reflects poorly on the overall customer service experience at the Bryan location. In conclusion, I am deeply disappointed with the customer service provided during my recent visit to Urban Air Jump Park. The lack of assistance and communication from the staff significantly impacted our ability to enjoy the full range of activities available to us. I hope that this complaint will prompt the management to address these issues and improve the customer service standards at the Bryan location to ensure that all guests have a positive experience when visiting Urban...

My son attended his friend’s birthday party on cinco de mayo and him and his friend were racially discriminated against which resulted in their membership wristbands being taken away and ultimately ruining his friend’s birthday. When I brung this to management attention, Darnell seemed to feel as if the little girls who targeted my son were on some sort of pedestal since they are there offend, which he mentioned. Another employee Robert accused my son and his friend of bullying and calling these little girls extremely inappropriate names. Since this is completely out of my son’s character I asked what exactly did my son and his friend say, I was told they were calling the little girls furries. Confused I asked what exactly is a furry? Unable to answer my question my son immediately informed it’s a person who dresses up in fur, and the only reason they called them that was because they are wearing fur animal mask. Which is equivalent to calling a child in a Spider-Man costume Spider-Man. I was qlso told my son allegedly pushed one of the little girls down, at this point I asked for the video footage to be reviewed. The GM Nate reviewed the footage and informed me my son did not push but it does “look like he nudged the little girl” being this is a trampoline park I explained that could have been accidentally while they were playing. Nate informed me he was not aware of this situation until I asked to review the footage. At no point was I or any adult with the party informed of what was happening, not once did someone ask my son and his friend what happened or warned them to just stay away from the little girls since for some reason they have an issue with them. I reached out to cooperate to inform them of this situation in detail and to ask to preserve the video footage and has not been responded to. Even though Nate mentioned his staff did not handle this situation correctly only my son and his friend wristbands...