Urban Air Trampoline and Adventure Park — Attraction in Collierville

I really wish I could've given more stars, as my family and I were excited about our visit to this location. We visited 1/19/20 and arrived about an hr after they opened. I believe it's only been open a couple of yrs, but a lot of the maintenance of the place was more of a facility that's been open 5+yrs. My family purchased the platinum pkg, which included all the attractions, plus unlimited VR and 1 game of bowling. Unfortunately a lot of the attractions were being held together with duct tape, such as the jousting cylinders and all the VR equipment we saw more, but didn't use those attractions. My family looked forward to enjoying the VR together, but were told that only 3 of the 4 stations worked. Disappointing, but ok. We went to pick the game and were told that only 3 out of the (I believe there were 6 total) worked. Ok. My husband and 2 kids participated and both the gun and headset my daughter wore was held together with duct tape. My husband and sons shooting equipment were also. This hindered there experience, as they weren't able to have full range of motion to fully enjoy the game. That being said, there was no interest to take advantage of an unlimited option that we paid for. We'd done everything else if interest and planned to end our day with the game of bowling. 2 of the 6 lanes were closed and only the family that were currently bowling on 2 lanes had bowling balls, and they even had to share. When we found someone to ask if we can get bowling balls, the girl said she would ask, then I saw her leaving or going to break, as I stood waiting to speak to the mgr. We'd sat and waited a good 10min for her to come back to assist and when she didn't, we decided to leave and ask for a portion of our money back for not being able to use the bowling portion of our pkg and the VR being under maintained to the point of hindering the experience, again, I did not even participate since only 3 worked. The mgr was ready to offer passes to come back instead of genuinely listening to the issues. He blamed the VR being held together with duct tape on the company that runs the software in California. I didn't have the patience to dispute that being a software issue vs. a hardware issue which is the equipment having to be held with duct tape. He only said that sometimes you have to wait to get the bowling balls, not taking responsibility for the ineffectiveness of the system they have in place. He had to help clear the bowling balls out and had only done that once the front desk girl went to get him for me to speak to him. Several families had attempted to bowl and couldn't, by that point. This place has the potential to be a great enhancement to the Collierville area, but if it doesn't improve its maintenance, attraction coverage with staff readiness and mgt accountability, it'll be run down or closed in the next 5yrs. He did not give me any portion of a refund, by the way. He felt the passes were sufficient. As it was more about the principle than the money (he gave only 2 with a family of 4) and once I saw his lack of genuine interest in the issues I had with the facility he manages, I just took them knowing I will probably not visit this location again. I gave 3 stars because the attractions that did work, my family enjoyed and the employees that helped at the front desk were nice and tried to help within there ability to help. Before you purchase your passes, it may help to ask if anything isn't fully working and/or broken. That way you're not paying for something you don't get to use...

My son, his friends and I visited the place on March 25 at around 2 pm. Towards the end of our stay, at around 5 pm or earlier, one of the boy's shoes were stolen. After taking my time to calm the child, I pleaded with the management to show me the security footage as a camera pointed directly at the site of the theft. The manager on site went inside, came out in 2 min and said she looked at the last 5 min of the footage but didn't see anything. I asked her to please, please review some earlier footage. At that point, she silently pointed at a sign on the wall that said 'not responsible for stolen items' and was about to leave. I told her that I wasn't making her or the establishment responsible, only asking to review the security footage.

The management's refusal to review the video of the footage to help us identify the perpetrator who stole our child's shoes is unacceptable. It's their responsibility to provide a safe and secure environment for their customers, and when a theft occurs on their premises, they should do everything in their power to help. The 'not responsible' policy sign they cited is nothing more than a weak excuse for their lack of action.

My polite request to review the footage in hopes of finding the thief was met with a blatant refusal, which is not only disappointing but also deeply unprofessional. My plea to see the camera footage was reasonable and justified, given the circumstances. The stolen shoes were expensive and had sentimental value as a birthday gift, which made the situation even more distressing.

How would it help, asked someone present there, if you did see who took the shoes? Well, I said I'd find the animal, perform a much needed sacrifice, and offer their flesh to lesser gods - a much, much needed but not a very popular course of action in these modern times.

It's evident that the management at UrbanAir Adventure park lacks customer service skills and a basic understanding of their responsibility to their patrons. We all left feeling frustrated, let down, and with a sense of distrust towards the management of the establishment. The lesser gods were left unfed too.

Overall, I would not recommend UrbanAir Adventure park to anyone, given the unprofessionalism and lack of customer care demonstrated by their management team. I just hope that we are able to find a more responsible and trustworthy establishment to visit...

I booked Urban Air for my son’s 11th birthday party. The process was very easy and the staff followed up a couple days before to make sure everything was in order. This is a two part review so please read until the end… PART ONE My party host Chris was absolutely amazing! We reserved the party room and he was our personal host. He met us at the front with a cart to put all our things on and showed us to our room. He took care of EVERYTHING! As the guest rolled in fast, he was on top of it getting them their bracelets and socks so they could go play! He brought everything we needed in a very timely manner and was always asking if there was anything else he could do! He took care of clean up and check out was easy. The manager was very friendly and made sure everything met our expectations, which I was well pleased. Top notch service. PART TWO After we were done with the party, several of my guest remained to continue to play. Unfortunately a disturbance occurred. The establishment was not at fault in any way nor could they have prevented it in any way, so the disturbance is not a factor on my rating. What is a factor is the staff during the disturbance. My 6 year old grandbaby and her two cousins who are a couple years older were on the rope course when the disturbance broke out. As they were navigating the course there was already a worker who was behind them. When the disturbance broke out below, he got all 3 girls to a stable pole on the course until the chaos had settled enough and then he took them through the rest of the course safely back to us. As a grandparent, it was very nerve wrecking to be helpless to get them down and get out of there, but it was reassuring to see that the company evidently trains their employees on what to do in certain cases and they do implement. The manager recognized me from earlier as we were finally exiting and he apologized and told me “This is not us.” I totally agree because we have a membership there and have never had an issue during any visit. So many people rate places bad on things that were beyond their control, but for this visit they get all my five stars because the staff was simply amazing. Now for those patrons who initiated and participated in the disturbance by defying the police, that whole crew get zero stars! Do...