Urban Air Trampoline and Adventure Park — Attraction in Crystal Lake

I am writing to file a formal complaint regarding a disturbing and unacceptable experience at Urban Air Crystal Lake. What should have been a simple family outing turned into a shocking display of public health violations, unprofessional behavior, and customer mistreatment.

⚠️ Public Health & Safety Concerns:

Ball Pit Hazard: The ball pit contained numerous cracked and sharp plastic balls, posing cutting and choking risks to children. This heavily used area is clearly not inspected or maintained.

Restroom Cross-Contamination: There are no hygiene protocols. Kids and adults enter the restroom in socks or shoes and return directly to play areas. This creates a high-risk transmission vector for fungal infections, E. coli, and norovirus—without any foot sanitizing stations or handwashing enforcement.

Ice Handling: Staff handled ice bare-handed, without gloves or scoops. No handwashing before or after. A blatant food safety violation.

Manager Hygiene: The manager wore a visibly dirty, stained shirt while overseeing operations. This reflects a complete disregard for sanitation and leadership standards.

🚫 Customer Mistreatment:

After I raised a concern that my kids were losing their paid climbing time due to untrained staff, I was told to leave. I acknowledge that I raised my voice — I was frustrated, and I voiced it clearly — but at no point did I use profanity or issue threats. I simply demanded fairness and accountability.

While I tried to locate my kids and put on my shoes (a difficult task due to prior leg surgeries), I clearly asked for privacy and explained my medical condition. The manager refused, stood over me, and followed me closely through the facility. I was humiliated, treated like a threat, and stared at by other guests. When I asked her to give me space, she ignored my request.

To make matters worse, I was threatened with the police simply for asserting my right to finish dressing and find my children. This was not only unnecessary, but deeply inappropriate — an attempt to intimidate and escalate instead of de-escalate.

When I told her I’d file a formal complaint and leave a review, she arrogantly replied that she wasn’t worried and would "take care of it" to invalidate anything I said. She also sarcastically called me “Hunny,” adding to the disrespect.

⚠️ I Demand:

Corporate escalation to public health and safety division

Complaint filing with McHenry County Health Dept

Public health report to CDC/USPH

BBB and review platform submission

ADA legal consultation regarding denial of personal space

This facility is unsafe, unsanitary, and grossly mismanaged. The public deserves to know. I will not...

This place is run by kids The measurement they use on their wall are not consistent throughout the place, so for my son who was right at the size to be able to go on all games overthere was showing slightly under, but was passing at other spots inside. He had been there a couple months ago for a birthday party and whoever was in charge probably knew about this. He was able to enjoy all the activities. Came back today and the “manager” did not care to know and refused to let my son access all the activities. He was excited to go back on the zip line like he did 2 months ago. We took him there as a family to reward him for his great school report and the kid ended up disappointed. He even went to get measured at the specific activities spots and was passing (even the person there saw he was the right height) but still the front desk refused to give him the correct color bracelet. I tried to talk in his favour, but there was no adult there with a logical understanding, i would be surprised if any employee present that day was even old enough to drink! I will be writing to corporate about the management in this specific location, will also include my son’s measurement from his last doctor visit a couple weeks ago as proof that as a mother i know what i am talking about when i say that he should have been able to go. So thank you to the front desk staff for ruining my son’s day, hope you feel happy with that one! He also wanted to have his birthday party there in the future, no need to say that i will not be spending a dime overthere or go back anytime unless they make up for how my son was treated. Sickening as a parent to be helpless at the mercy of some employee...

Wow!!!! We had our sons 10th bday here and it was so awesome!!!! The kiddos and parents loved it! We had Gracelyn to help with my sons party! She is sweet and kind hearted! She made sure everyone was taken care of and kept my husband and I up to speed on what was going to happen throughout the time of us being there. There were two gentlemen that were in charge of the sky rider and ropes coarse. Travis and I couldn’t catch the other gentlemans name but awesome young men. They were awesome! I froze on the ropes coarse and they made sure I got through it safely and were super patient with me. We we very impressed with this place and the staff. It does tend to get crowded and overwhelming at first so I recommend to book a party later on in the day. The website gives you a time a slot and lets you know when they are busy and when it dies down. Also be aware of rude moms with their littles. They feel entitled to everything and they don’t realize it’s a place where kids like to jump and have a good time so these kids are not always paying attention to the signs that give you an age limit. It’s totally harmless and not intentional by the kid but the moms… they will say rude things to your kids and when you approach they are mean, rude, and don’t care about your kid or what you have to say. It’s very unfortunate people have to be that way but it happens so be aware. Just speaking from experience. Other than that this place is amazing and I highly recommend this place to...