Urban Air Trampoline and Adventure Park — Attraction in Coon Rapids

My first experience at Urban Air will be mine and my family’s last. My son doesn’t like attention so he asked me not to make an actual birthday party for him so I decided that I would just bring a cake and gather family and friends at Urban Air for food, fun and cake. I checked the Urban Air website the night before and read in the FAQs: “Feel free to bring a Birthday Cake, cupcakes or cookies, candles, presents, and birthday child! All other items can be purchased through the park.” Nowhere did I see any rule that mentioned having to make a birthday party reservation in order to be allowed to bring a cake. Logically, I didn’t think that there would be such a rule because most other activity centers/entertainment venues allow only birthday cakes to be brought from outside.

So I brought a cake and immediately as I walked in with it I was stopped at the door and told that I cannot bring in the cake because I didn’t make a birthday party reservation. I returned the cake to the car and since everyone had gathered (35 people in total) we decided to pay for the kids to play. I paid over $100 for my 4 kids to play for 2.5 hours. My youngest is 18 months old and although the website brags about providing fun for all ages, it really isn’t that accommodating for toddlers. I found my toddler more interested in the safety cones than the trampolines and playground. The park is randomly set up without any clear signage for each section/activity. We constantly had to ask around about where certain age-friendly areas were. The parents with younger children had to be split up from the older kids in order to watch the young ones.

A couple hours later, many of the family members suggested that I approach the manager and explain the cake issue and how their website said nothing about having to have a reservation in order to bring a cake. I had seen the manager throughout the park and she didn’t look too friendly so I was hesitant to approach her. My friend convinced me to go and ask the manager if she could honor the fact that there was nothing stating a no-cake policy without a reservation and said she would go with me- so we went. The manager was incredibly rude upon hearing us out. She refused to make an exception to accommodate for a vague rule description in their website stating, “you can’t bring a cake to any family activity venue without a party reservation.” To which I responded, “actually that’s not true, cheapskate and Chuck E. Cheese among others allow guests to bring cake without reservations.” She quickly snapped back, “no, no, I’m sure you’d have to make a reservation.” I argued that those two venues plus others require certain tables or areas to be reserved for parties and allow cake to be brought without reservations but cannot guarantee certain tables or enough tables to be available. She rudely responded, “well, we don’t allow that.” I went back to my gathering and explained to everyone how I was treated. Unanimously, the parents refused to eat at Urban Air and decided to go to Chuck E. Cheese across the street to where we were welcomed with our cake and ordered food and ended our night on a lighter note. Never again, Urban Air. You just lost a big family of potential customers. There are many more adventure parks and family venues that you don’t even...

Plymouth, Minnesota 03/05/2022

At least a 45 min wait for OVERPRICED food is outrageous. I was with a group of two families and one is diabetic and can’t wait 45 or more minutes to eat. Plus there are restaurants close by and a family of four should be able to eat for less then eating at Urban Air. No outside food or drink allowed. To help the families that visit Urban Air, they should allow outside food and don’t be so money hungry in this economy. Think of all the smiles on the visitors faces instead of $ signs. Individual ticket for people to enjoy the festivities/to walk in the door to get wrist bands are: $41.49 Platinum, $30.99 Ultimate, $26.99 Deluxe, &16.49 Basic and $11.99 for.5 and under EACH PERSON! Some of the packages/memberships include “A SLICE OF PIZZA” for the kids! Oh boy! $2.95 for fountain pop, didn’t buy any but how many oz’s are these with no refills! How many kids don't get thirsty running around? Usually kids will drink 2-3 drinks, so more $!! Special socks to run around are $3.50 a pair no slip but you can bring your own. Ouch! See pictures below for pricing. Ends up being a VERY expensive outing living on Social Security Disability. Considering canceling our membership due to expenses and the lack of visits to Urban Air.

Copied and pasted from online. Interesting what a year difference will do to pricing:

A $24.99 Deluxe Pass gives access to trampolines, Wipeout, Warrior Course, Pro Zone, Climbing Hill, Battle Beam, Drop Zone and tubes. A $29.99 Ultimate Pass gives access to all Deluxe attractions, as well as the Sky Rider, ropes course and climbing walls. ... Trampoline socks, which are required, are $2.99 a pair.Feb 20, 2020

To make matters worse I read comment after comment about customers requesting cancellation of their membership and Urban Air dropping the ball and continued to bill the customer. Eventually Urban Air repaired/fixed the situation. Please be sure to read the small print on your contract. It gives specific directions on how to cancel if need be. A phone call or going online/app isn’t sufficient. You can’t cancel for 12 months/1yr after signing the contract. You must also keep auto pay...

Reply to owner's response: Hey, I get your knee-jerk reaction to my seemingly 'Karen' tantrum-esq review. And thank you for trying to explain my own feelings to me (hard eyeroll). Interestingly, someone can have "intense or passionate dislike (aka HATE)" for something and still provide a critical review, which can include mention of positive attributes (e.g. great toddler area). When the hours changed and I called to find out if toddler times were happening, I was told by an employee that they were not. Perhaps because of the pandemic? Or perhaps I reached a disgruntled employee without knowing it? I am not sure exactly. But every time I tried to reach out, no help or further explanation was offered other than 'these are the terms of your contract,' 'we can't help you,' 'you will have to email corporate' aka 'we don't care.' So I reiterate. I HATE, LOATHE, & DETEST Urban Air because your customer service is terrible. And your contracts are unreasonable.

Orig. Review: We hate Urban Air. Became members as the pandemic restrictions started to let up. Great place to take my littles during the day while the big kids were at school. A few months later, they changed the hours and didn't open until 4pm on weekdays. I tried to cancel because I couldn't use it enough now that the hours were changed. No go. Sent 4 emails, responded to their representatives, and got the same copy-and-paste response from each person each time. Then we moved away from the area. Not quite 25 miles away. So they refused to let us cancel again. I get it, contract. But with the changed hours, we LITERALLY COULD NOT go enough to make the membership worth it. Same canned responses again. Facilities are great, employees are not motivated and slow especially in the cafe, but whatever you do DON'T GET A MEMBERSHIP BECAUSE THEY ARE TOTALLY UNREASONABLE AND WON'T LET YOU OUT OF IT EVEN WHEN THEY MAKE IT IMPOSSIBLE FOR YOU TO GO. Worst customer service. I reiterate, we...