Urban Air Trampoline and Adventure Park — Attraction in Copley Township

We had a birthday party for my son on Sat, Feb 3, 2024, from 5 - 7 pm. We arrived a little early & we were introduced to our hostess & taken to our room. The hostess seemed fine at first, she stayed & helped get the wristbands on my son’s wrist & on a couple of friends who arrived early too, & then she left without a word. I assumed she was going to come back to finish getting bands on other guests’ wrists when it was closer to 5 & help guide the evening - I thought wrong. She never came back, so I went to find her, and she was playing around w/ other employees behind the main counter at the entrance & it took me a minute to get her attention. I asked her if the kids could play & she told me yes, but then returned behind the counter w/out any further guidance. I went back to the room & told the kids they could play, but forgot most of them didn’t have wristbands on, so we had to scramble to get the kids back to get their bands on.

FYI - Here’s exactly what it says about the hostess in the email you receive after booking a party: You will love your dedicated party host! Your host will take care of the entire party setup and after-party cleanup. During the party, your host's responsibilities include check-in, checking waivers, wrist banding participants, providing jump socks and explaining the rules of the park. Your host will also serve pizza and dessert (if applicable), direct the flow of the party, and provide any and all assistance needed for the party and party parent.

The hostess did get wristbands on a guest who arrived at 5:30, & I told her that I was a little aggravated because she disappeared, she apologized & said it was because she had to help with other parties (so much for having a dedicated party host), but this bothered me because I saw her earlier messing around w/ other employees, so I kind of clammed up because I was getting even more aggravated & I didn’t want to risk ruining anything for my son & walked away from her. Which, maybe wasn’t the best of me, but my husband & I paid a lot for this party & were under the expectation that we wouldn’t have to worry about anything & it was far from the truth.

The kids were playing & having a great time, but it was very overcrowded & the employees were not minding the stations or caring about what was happening. One aggressively yelled at kids the moment one of the attractions ended & others were on their phones. My husband actually had to save a 1-year-old from falling into the ball pit twice because no parent or employee was watching them. About 15 minutes til 6, my hostess finds me & asks me about food, which we had discussed earlier about being served at 6. I confirmed with her that I still wanted that & it seemed fine. Everyone was in the room at 6 & the pizzas were there, but not the chicken we ordered, the drinks, or the hostess. The party manager showed up & asked me how things were going and I told her “They’re going” because I didn’t want to get into how unhappy I was w/ my son sitting right there. The manager tells us the hostess will be back soon w/ everything, but it isn’t until 6:15/6:20 that food gets served & then the hostess asks us if she wants us to serve the chicken or have our guests do it themselves, I asked her to do it & that we could get seconds on our own. She didn’t seem too happy about it, but she did it and then disappeared again. We served the desserts ourselves.

There are some more tiny details, but I think you can get the overall picture of our experience. There were also no balloons, no scratch-off party favors, & honestly, I feel like I can say we didn’t get a “private party host”. I feel like we are owed some kind of refund because the party I thought I paid for wasn’t the one we received. I do want to say, I don’t hold the employees 100% at fault for this, the owner of this location is clearly overworking their staff and just cramming in as many birthday parties & people as they can without caring about the overall experience for the people there. If we ever go to Urban Air again it will be at a...

Urban Air in Copley is a horrible place for children with autism who require ADA accommodations. My son, who is severely autistic, experiences meltdowns due to sensory overload. We encountered two incidents there recently:

1. A few weeks back, my husband took him to the park where he was excited to visit his favorite attraction. Unfortunately, there was a long line, and he couldn't handle waiting in it, which led to a meltdown. Urban Air is supposed to accommodate individuals with disabilities under the ADA, but they lack reasonable modifications for my child, such as providing a quiet area for him to wait without losing his spot in line. We requested such a space, but our plea was ignored. During his meltdown, he began banging his head on the floor and walls, and he even started to attack my husband. To ensure everyone's safety, my husband tried to pull him away and warned the Urban Air staff to keep their distance to avoid any potential attacks. However, a young lady from the staff insisted on carrying my son out of the attraction despite my husband's warning. Unfortunately, my son ended up pulling her hair. Urban Air then asked us to leave because he attacked their staff, and when we returned a few days later, they initially denied him entry but later changed their minds after dictating that there would be no further incidents attacking their staff. I agreed but made it clear that if he has another meltdown that I won't be able to control, I would do my best to pull him away for safety and requested that no one approach him to prevent any issues. I also asked them to implement reasonable modifications to their admission procedures to help minimize triggers for meltdowns or at least reduce them to a manageable level. I specifically requested a quiet place for him to wait without losing his spot in line, but they did not respond to our request.
2. Yesterday, I brought him along with my other three non-disabled children to play. Unfortunately, their computer system malfunctioned, resulting in a long line once again. He became overwhelmed and knocked down some stanchions, but thankfully, no one was hurt and there was no damage to the those stanchions or to the park; my other kids helped put them back up. I attempted to lead him out of the park to the foyer, which I thought would be a safer area for everyone. He struggled quite a bit but didn't harm anything or anyone. Then, a young lady with blue hair approached us in the foyer and threatened that they would deny access to all of my children due to my autistic child's behavior. I inquired about what behavior she was referring to since he hadn't caused any damage or attacked anyone. She mentioned that he had knocked down some stanchions in the waiting line. When she came up to us in such an unhelpful manner and stood too close to my son, he pulled her hair, and she insisted that this was precisely why he couldn't return. The manager then came over to let me know that the whole family has been officially banned from the park due to my autistic son.

This is an awful environment for autistic children. We are going to file a complaint under ADA Title III to the Department of Justice Civil Rights Division due to the violation of my disabled child's rights. The Americans with Disabilities Act prohibits public accommodations like Urban Air from excluding individuals with disabilities from accessing and engaging in activities without reasonable accommodations and modifications. They have disregarded our requests for reasonable accommodations and modifications. Clearly, their staff lacks proper ADA compliance training. They have also discriminated against individuals associated with my disabled child. My other three children, who are very well-behaved, will also be prohibited from entering the park because of their disabled sibling. I am extremely disappointed with the Urban Air Copley...

I took my children & nephews to urban air to celebrate my daughter’s birthday on Sunday afternoon. It started out incredibly fun, and while they were having a great time, I was picking up on some red flags. They appeared to be understaffed, with one or no staff members present at attractions. Two of the kids in our group participated on the climbing walls and while strapped into their harnesses the staff member at that attraction left several times, with several minutes of no supervision where the kids were all strapping themselves into the safety cables. I started to be more observant and keep a closer eye on the kids under my care but noted that several kids, including many very young kids were not supervised. A little over an hour into our time there while I had 3 out of my 4 kids engaged in attractions with harnesses and safety cables, a fight broke out between a young staff member and an adult patron. Initially staff was trying to break it up, but it started at the front check in and continued toward the snack area. Two of my kids were on the ropes course above this area as staff members were pushing & shoving eachother, screaming profanities, throwing ripped hair onto the floor and causing a scene in front of many children’s birthday parties. Initially I encouraged my 2 kids on the ropes course to take their time finishing up to keep them away from what was happening below, but several staff members descended back to the front of the building and engaged in a fight that incited panic. People were screaming and running, tables, chairs and garbage cans were being thrown, there were loud bangs that at the time and you couldn’t discern where they were coming from. It was a riot. I rushed up the stairs on the ropes course to help my children down as the staff member in charge had left them to engage in this fight. My husband had another one of our children on the zip line at this time and she was also left strapped into her harness and cable on this ride as all staff left the ride. Thankfully she was able to get herself out and get to her dad. I was in a true panic as a mother trying to undo the carabiners keeping my kids attached to cables and unable to run out. Thankfully, I was finally able to get them out and follow others out the emergency exit to the back. It took several minutes for police to arrive and I suspect no one called at the onset of the fight, leading me to believe that customer & staff safety is not a top priority. We spent several minutes hiding our children behind an electrical box behind the business while seeing involved employees run out being chased by police. My children were all traumatized by this event that was supposed to be fun & kid-centered, but ended as a nightmare. I worry most for those that had large groups of kids and I’m sure couldn’t account for every kid in their party during the hysteria. I would never throw a party here and I don’t plan to...