Urban Air Trampoline and Adventure Park — Attraction in Concord

This rating is specifically for my experience with management. We booked a reservation for a party with a private room, total cost about $700 for up to 10 kids. I paid the deposit, about $50. At the time their hours of operation stated they closed at 8pm. I called two weeks later to find out if we could play after our room reservation was complete at 5pm. I was informed we could play after the reservation was complete. Awesome. Fast forward two weeks, they changed their hours of operation they close at 6pm and failed to inform those with reservations of said changes. That's ok, we still get the room for two hours. However, after speaking with a manager, I wanted to convey that this felt like someone should have informed us of the change and to inquire why I wasn't informed. Instead of apologizing for their lack of communication, I was informed that they'll "take it into consideration" that they'll inform guests next time. But not before being gaslit and told I should've checked online and through their various online forms. Then, the manager started raising their voice, clearly getting upset at me. Then at the end of the conversation, I only received a backhanded apology and was abruptly hung up on. Needless to say, it was not a very positive experience. Do better, Urban Air.

Update: this review is for our experience after the party. We arrived on time for our party reservation, and everything seemed ready to go. The room was simply decorated with tables cloths and a set table. Our host was very nice and accommodating. The problems started when we ordered extra food, three orders of fries. They were ordered at 3:03pm, at 3:33pm I went to inquire about the status of our order. They were clearly understaffed (welcome to 2025, everyone is understaffed. It shouldn't be an excuse). As I stood at the front of the line, no one greeted me or asked if I needed assistance. So I left the line. At 3:50pm, I walked back up to the line and asked if the order was ready. It was. It took nearly 50 minutes for three orders of fries. I'll also add, they are EXTREMELY small so order multiple if you don't want to be disappointed. Glad we order three. We had our room from 3pm-5pm. At 4:40pm, our host began cleaning up the room, removing table cloths, and throwing away plates and drinks... We were being told without being told, that we needed to leave. We paid over $800 (this includes deposit, room reservation, and 15% tip). It made us feel as if we didn't matter. We didn't even end up having the room for the whole two hours because they cleaned it all up. By the way, this was all happening while we were opening presents... It was a bad look... At least pretend that you want people there. I informed our host and another employee who may have been a manager. Do better, Urban Air. Your apologies mean nothing after this experience.

If the schedule was out and missed that. My mistake. I respect that. But Urban Air messed up. Just own that. And no, I was on the phone with your manager for 7 minutes and 31 seconds.... Not 30 plus minutes. I have phone records. And you need to do a better job of letting the party complete their time slot before your clean up and remove table cloths and start sweeping up. I understand pre-bussing tables, sure. But the room was clearly being shut down. There's a difference. It doesn't matter if it was two minutes before the end. We paid for two full hours. And I never wanted a refund for anything. I don't appreciate it. Just do better and stop...

If I could give 0 stars…I would. I don’t leave reviews, but this was so horrific, I had to. Having been to other Urban Air Locations, how did a brand new location create the absolute worst layout? The food court area is completely separated from any activity (minus laser tag). Sacramento is so much better where parents can actually sit, enjoy an adult beverage and watch their kids play. Here?? You have to follow your kids and have nowhere to sit around any attractions. And the attractions start right at the front door, with no barrier to stop kids from running out. Not a worry for me, but a huge safety issue for other families with smaller children. They don’t even have an employee by the doors like other locations to ensure kids aren’t leaving without parents.

Don’t get me started on the party locations. You are so separated from any attractions…so you either babysit your table or leave all of your belongings and try to watch the kids play??

The wait. Absolutely unacceptable. For the Sky Rider we stood in line for 96 minutes. I timed it. They literally sent a new rider every 5-7 minutes. I could not believe how atrocious the organization and speediness was. The ride itself is maybe 20 seconds. There is no reason for such a long gap, and at the other 3 urban air locations we’ve enjoyed, once a rider is safely on the final platform, a new rider is sent. There has never been anywhere near a 5 minute wait between riders. One employee claimed it was for ‘safety purposes’…no sir. That is not the culprit here.

Want a snack? Good luck. The kids had finished their water from home. We get in line to get Icee’s and buy water bottles. We were in line from 5:08pm-6:23. And no. There weren’t 125 people in front of us. Maybe 20, if that. We honestly thought we were on a hidden camera show testing human patience because there was absolutely no way this was real. We finally get there to order icee’s and water…and THEY HAD NO WATER BOTTLES. They ran out. How do you run out of water bottles at a place where people jump & climb for hours?! I can’t even make this up. They have no place to refill your personal water bottle. Again. New building and you didn’t include a water filling station?? It’s 2024. They wouldn’t even fill our water bottles with the water spout on the soda machine. Unacceptable for people who spent over $100 to be there for the 2 hours our ‘all day’ passes allowed. Again people. WATER.

I tried to give them the benefit of the doubt since they are new and maybe ‘figuring things out,’ but this was beyond. Between the awful layout, the lack of customer service, the shoddy organization of running the various activities in an efficient manner AND lack of bare essentials like….water…I would gladly drive 90 minutes to a better location.

Sure. Was the facility nice and new, yes. Was the lighting oddly dark? Yes. I get they are trying to have the neon effect, but such dim lighting is not helpful for watching kids or see what the randos are doing in the dark corners. Did the kids have fun? Of course, because their parents were willing to wait in literally to separate lines for over a hour while they could still play. Save yourself the headache and find a different location. Truly. Glad they are closed tomorrow for staff training. I have never seen a business that needs it more than they do. Beyond a disappointing way to spend...

Let me see if I can paint this picture for you from start to finish. Everything was going good. This was a family meet up, few adults and a mix of small kids and teens. Some of the staff was very helpful. Games and attractions for all sizes and ages were plentiful and fun. Kids had a ball. From a kid aspect, everything was good and a nice way for kids to burn energy.

Now lets get to towards the end of the time spent. Cafe was a big issue. In addition to our pizza orders, an order of chicken tenders was ordered for my nephew. We checked multiple times on the order and many times, we were told it's coming out. The last time, which was like the 3rd time, we were told that the order wasn't even made. 1st issue, 2nd issue with that is the staff working, were observed goofing off with no supervision which leads into the 3rd issue, a bunch of kids working. This is still a place of business that I'm paying money and I'm not expecting top tier service, but there needs to be a level of order and supervision just like my kids and I are expected to conduct ourselves within the rules of the playground. 4th issue was the bathroom. No signs for the bathrooms. As we were looking for one for my nephew and my daughter, an employee directed my brother that the men's bathroom was back towards another area. He told us the women's bathroom was just up ahead. So just like an establishment. there is a family bathroom. Not here, so I took my 4-year-old autistic daughter to the women's bathroom, knocked to let anyone in there of my presence and taking my daughter to use the bathroom. I've done this multiple times when of course my wife or any lady is not present in my group. We leave the bathroom, and I get approached by employee in a black shirt, I'm assuming a manager or whatever, but another kid, and he tells me that someone complained about me being in the women's bathroom and suggest I used the men's bathroom. I told him I'm not taking my autistic daughter to a men's bathroom and for any women or establishment to suggest such a thing is outrageous. I don't bring my daughter in the bathroom with me at home, so why would I bring her in the bathroom with other men. Unfortunately. I suspect its cause I'm a tall black man and made some white woman uncomfortable. Even with that, appropriate training on a supervisor level would have came in handy after I explained the situation but nope and for that this place will never ever get my business again. And I'm gonna make sure I repeat this review here, IG and whatever platform I can until either a family bathroom is installed, and I get a apology on the matter. Just because you cater to kids, don't mean you're...