Urban Air Trampoline and Adventure Park — Attraction in Coral Springs

This brand new facility opened in front of my child's schools. I checked it out and thought it would be great to take him there with a group of his friends. It was a large group of us when we arrived 7 children and 4 moms. We were the only ones playing there when we arrived I thought that was great. From the very beginning the representative that help us out was extremely RUDE to say the least, she seem as she didnt want us there. Later found out that she was actually the MANAGER!!!.Miserable manager!!! I was there translating it all for the other moms to understand how everything worked. AFTER MORE THAN 1O MINUTES of me translating it all and at the same time handling my crying 1 year old and my 4 year old this lady comes out and starts speaking perfect SPANISH!! SERIOUSLY? YOU see me STRUGGLING TO TRANSLATE IT ALL with my baby in one hand and my 4 year old in the other and all that time you knew Spanish! She was the rudest manager to say the least! We almost left due to her been so discourteous and that's what we should of done. After a lot of back and forth we ended up paying and getting all the disclaimers done (even having issues with that). Our kids went into the play area by 12:40 pm and by 2 pm they were kicked out saying they couldn't play anymore that their time was up! On the web pg it says 2 HOURS PLAY even the lady when we ask she said yes its only 2 hours! We didn't even get that! Again, this place had no one to very little people there. Why are you stealing our time!!!!! It's not like the place is full!!!! Then another employee came up and said hey you guys have to pay for more time or leave because we work by BLOCK schedule, BLOCK what??? NO ONE TOLD US ANYTHING ABOUT THAT or how BLOCK schedule worked!!! If something was clear from the beginning it was the 2 hour period of play. AFTER GOING BACK AND FORTH again with the manager she gave us 20 extra minutes which that was still stealing from our children's play time but i just accepted it because there was no trying to explain things to this lady she didn't even apologize for giving us the wrong time bracelets and we all had it with such rudeness and the way they didn't care to keep our business, after i had told her that our kids were trying the place out to see if we would then join the monthly membership since this place location was perfect for all of us. Our kids kept on playing and after asking over and over to different employees to open one of the areas for the kids to play their last few minutes in and having such run around, I found the manager and told her to please open the area up. As Ii approached she was telling one of the employees something about the POLICE. Well guess what? THE POLICE WAS CALLED AND WE WERE SCORED OUT LIKE CRIMINALS. YEP they steal time from our children play time but we get scored out by nothing less than POLICE !!! OUR CHILDREN WERE PETRIFIED AND ASK WHAT HAD THEY DONE FOR THE POLICE TO DO THIS!!!

When you are starting a business in a world crises like the one we are living on you need to make sure the little costumers you get you keep happy and not treat like they are criminals let me just remind you that these were small children and that these kind of actions have consequences to their well beings. This whole situation has cause my child to now be petrified of going back to an indoor play he has now expressed to me that he is scare to go back because the police is going to get him and take him to jail. I have spoken to the other moms and their children are saying similar things to what...

My first visit here was on 02/27. Brought my daughter and niece just for something to do. We got there around 7:15pm and the place was PACKED. We stood in line about 10 minutes before being acknowledged and by the time a staff member came, she asked "is this your first time here" I replied yes and she said told me to go sign in on the computers for the waiver and then get back in line and walked off. I completed the waiver and decided to leave. There was no social distancing or COVID precautions being taken. We decided to give it another try in the morning with thoughts that it would be a different experience.

02/28 we returned a little after their 11am opening. HUGE difference in the crowd. It was fairly empty(but we still had to wait to get assistance). We again were asked if it was our first time there, I stated it was but advised that already completed the waiver. With NO help from the staff, we got the premium package so the kids can experience all the attractions they had available. I spent $85 for two kids and two socks!

As time progressed, more people came in(although still not packed), a party came in and some others that took over ALL the remaining tables with ZERO regard for social distancing. I had to move to another side of my table just to have space and the staff did NOT enforce any social distancing although their website alleges they do.

Around 1:15pm, there was an announcement that anyone with a green band(which my girls had) time was up. We were NOT told that there was a time limit upon buying the package! NOTHING was explained to us at all. The time limit was new for me because any other establishment like this that I have been to, only has a time limit on the party room.

It was beginning to get a little too crowded and we were planning on leaving soon anyway, but I wish we were at least told of the time limit in the beginning when we already addressed it was our FIRST TIME there. We could have planned better to ensure the girls got full use of their time since it was LIMITED.

I went back to read the signs on the pricing wall upon leaving and could not find the time limit, and the staff member finally pointed it out, which was the last line on the board in very tiny writing.

I gave this place two starts simply because they have nice attractions that are universal for older and younger kids, but this particular location I will NEVER visit again, and with so many other options, I will not jump to spend $85 for 2 hours for 2 kids; that is insane. This location is run by teenagers and they are obviously not properly handling COVID precautions or customer service at check in. All other staff members on the attraction were helpful. This location needs to revisit their staff members, time limits, and customer service because they are lacking in these key sections. Definitely not a good...

Positives * The place seemed clean, everyone wore masks, the staff walked around sanitizing the whole time. Didn’t have much interaction with staff so couldn’t tell how their attitudes were but they seemed like they were ok!

Negatives * The attractions seemed the same as all the other trampoline places (Off the Wall, Sky Zone & Rebounderz) except no laser tag or arcade games, but the American Ninja Warrior type obstacle course was a nice change from all its other counterparts. Another downside/disappointment was the fact that I purchased 2 PLATINUM passes, which is the most expensive & my kids were told after 2 hours their time was up. * By the way 2 of the courses on the PLATINUM pass was closed due to “CDC Guidelines for COVID * (which is understandable but a price reduction on the most expensive pass would have appealed to the consumers) Now I would see if I purchased 1 of the cheaper passes then I could understand why there was a time limit. I actually should have purchased a cheaper package because I noticed other kids with different color wristbands using all the attractions * which clearly means staff wasn’t checking bands for the correct attraction usages for each package but were checking for the time frame * I purchased my ticket by the waiver sign up area (they allow you to purchase at the counter or directly after you sign the waivers) and there was no disclosure after the waiver was signed & I proceeded to purchase my ticket that stated the time frame for each package. I later noticed at the counter hanging on the television monitors that displays the prices when you purchase at the counter in small/fine print it did state there was a 2.5 limit on the PLATINUM pass. Which my kids didn’t get their .5, half whatever it would be, as a matter of fact it was barely our 2 hours. I would appreciate if the time frame disclosure was displayed in all areas where you purchase tickets. I would also appreciate an unlimited pass because unlike Urban Air their counterparts Off the Wall, Sky Zone & Rebounderz offer an unlimited attraction & unlimited jump pass. My children left crying as if they had done something wrong & didn’t understand when I explained that we were duped into purchasing a more expensive pass titled “PLATINUM” but didn’t offer “PLATINUM” perks! It’s trampolines for god sake it’s not like there are special games or attractions in these places that would justify the hefty price tags on these so called “PLATINUM” passes. I can do without the American Ninja Warrior obstacle course therefore I will return to all the other trampoline parks that offer unlimited jump & unlimited...