Urban Air Trampoline and Adventure Park — Attraction in Covington

We bought Platinum memberships when Urban Air first opened and were super excited to support this business. We've been going once a week for about 4 maybe 5 months now. My kids have only been able to ride the go karts twice because every time we've gone, there's not enough staff to have it open. This last time we went was just sad, the only areas open were the trampolines and the ball pit area. My kids actually asked me if they could leave because they were so bored. They've only gotten the pizza that comes with our membership 4 times and every other time we're told they can't afford to give us the pizza that comes with our membership. If I had known the perks of the membership were dependent on staffing issues/certain days, I wouldn't have purchased it. We also weren't told from the beginning that the hours would change once school started up again. We homeschool and I thought this would be great for them to do with their friends. I helped convince a lot of homeschoolers to purchase memberships to support the business and now we're all having the same issues. Very disappointing. I have multiple children and was intending on going weekly with them for the years we homeschool. I can't recommend this place anymore though, instead I'm waiting for the membership contract to run out and we probably won't be back. I figured there would be some kinks to work out when Urban Air first opened, however, by now they should have everything worked out. Now we're stuck paying top dollar for these memberships...and having experiences still where everything is closed due to lack of staff and no pizza. We have actually been told they have pizza, but even though we have the platinum memberships, we have to pay additionally for it because they feel as a business they're doing us a favor by being open that one day during the week and they can't afford to give us the pizza that comes with our memberships. We could have stayed with altitude if we wanted just a trampoline area and a ball pit. Wouldn't recommend. I believe some parents have made the same complaints to the manager there and it didn't make a difference.

Edit: Started coming during the week in the evening so we could receive all the benefits we pay for with our memberships. Go karts aren't working half the time we go and there isn't pizza available when we go. Tried to reach out to management and received...

Deserves 0 stars to be honest. My 5 year old was getting ready to go on the rock climb wall when the attendant took a few seconds to go search for some cleaner and then spray down the harness. I asked the attendant what happened and she said that the previous child was bleeding all over the harness. She sprayed the cleaner and wiped the blood. Like as if you were wiping down gym equipment when you are finished your set. That's not how disinfectant works. Then it hit me, so they don't clean behind every child? That's absolutely disgusting. The girl literally had to search for the cleaner.

In addition, the place was absolutely filthy. Trash everywhere. The children (all of the staff appears under the age of 17) who are working there, are completely disinterested in their job. Makes total sense considering they were instructing people to various lines, only to have them wait 30 min to be told that they were not in the correct line. Every question asked, garnered the same response: "I don't know. Look online."

Just drove by a few minutes ago and there are currently 3 STPSO units with lights on outside the door.

I signed up for the annual membership yesterday and already regret it. Considering that there is not much for children to do in the area and it's not far from my home, I really wanted to like this place. Unfortunately, I come away disappointed that this place is occupying the real estate that it is.

• Edit ** Come to find out, the police were there due to a brawl involving adults. This is supposed to be a safe place for children! Trash. You all can't close soon enough. Maybe get something in that building that doesn't ruin the area. To be honest, I want my damn money back.

*** Edit: Response to owner * The account is under my wife's name, which is why you were unable to find an account in my name. I appreciate you reaching out. I will send you an...

This Urban Air location is a hit or miss kinda situation. Our children have an absolute blast at this place but there are opportunities for improvement to say the least.

The staff is super rough to deal with. It is a bunch of teens standing around grouped together as if it is some sort of social gathering versus employees manning their gun ports and handling their duties while on shift. Standing in line for 20-30 mins so that our kids can ride the zip line while three of their employees sit at the foot of the attraction talking and bullshitting, telling us and everyone else in line to wait until someone returns from their lunch break. Completely unacceptable considering the amount of money we shell out so that our children can enjoy themselves.

The snack bar / food counter is always understaffed and an absolute filthy mess. Again completely unacceptable. The hygiene in the bathrooms are again UNACCEPTABLE.

Management NEEDS to get it together ASAP and implement basic while at work fundamentals. Each employee needs to man his or hers gun port until they are relieved of their duties for lunch, break, or ending of their shift. This standing in a group talking, hanging out, bullshitting culture that they have going on has to STOP. Whomever is in charge of cleaning, hygiene, needs to do their job and someone needs to follow-up and make sure that their responsibilities are being met. Customer service and satisfaction should be number one priority here.

This Urban Air has a lot of potential in a great location and it will take minimal effort to get it right. I hope this review gets to where it needs to be so improvements can and will be...