Urban Air Trampoline and Adventure Park — Attraction in Dallas

This urban air has been a nightmare. The rules are always changing my children and I get to told different things every time we come. The employees and staff are very rude and treat my children terribly. The inside of the play place is disgusting. I have a child with a disability and have to follow him up into the play place. It’s sticky, greasy, there are places where the net is open on the higher levels, and when teenage children are up top little kids are being exposed to foul language and rough play. Which a lot of parents don’t know as they sit outside the inside play area. Kids that do not match the rules or description. I was told it would not be an issue it if I followed due to my child’s disability. My luck they will retract what I was told.

They don’t let you cancel the membership so we go once a month, we used to go more but they don’t let your children play with each other anymore. Our main thing was for our son to learn to play with other kids not be yelled at for it.

My child with a disability gets stuck somewhere on the trampoline park and they yell at my other children for following and helping their brother. I do not recommend your children to be exposed to so much yelling at all.

Not to mention the rock climbing activity has not been fully fixed for the last 8 months. My child with a disability loves the part that has been broken this entire time (as it should be an easy fix to just bring down the strap). They yell at your children instead just notifying the parents who are near them. I think people forget that not all children understand.

Employees should be persistent with the rules, some follow them and some don’t or perhaps just some don’t do their job at all. Letting other kids cut in the jumping zone (where you are supposed to have only 2 kids jumping) the employees tell kids just let them go. From here on out, I will be asking for them to show proof of that the following is a rule. Rules here change so much if it’s not stated where I as a parent can see it won’t follow it anymore as it was not what we signed up for. I signed a membership when this place was fun not new rules every time we come. Funny how fast a facility place can change when you go often. Everything has been going down hill since August.

The front desk does not know anything either. You can cancel your membership directly with the manager (if the manager agrees). They said it was all online, it is not. I have kept to myself and go to the people in charge of what ever area with my concerns and since I didn’t go to the front nothing is set in concrete because my complaints were never discussed with the front desk. If you call the call center for memberships they literally laugh in your face.

We sadly have four more months to go, it takes everything in me to take my children knowing what I know with nothing changing. I will be very curious if they will change or make any of this better for people in the future. I even was told after 8 months sitting in a place (I was not supposed to sit there) I was having chest pains. There was no where else to sit because the tables were preoccupied and it was only my son with a disability jumping in that area and I have the ability to jump and participate in all areas as well.

Just one horrible experience after another. Every time I have to stand up for my child and the minute they are told about his disability they apologize but they should not be allowed to yell at kids like that. Especially kids who play differently than others. Next time we go I will post a picture of the climbing equipment, let’s see if they will actually address...

Visited with my daughters (2,4) and nephew (13) one weekday afternoon in July. Overall, it was a very underwhelming experience and I have no plans to go back. I had checked the website to get a better idea of what kind of place we were going to since I had never heard of Urban Air and it said that weekdays tickets were half off, perfect I though! I didn’t see the tiny, near invisible print that said it wasn’t for under 5 and adult tickets which I felt was a bit of a bait and switch only discovered after we got there. The website also wasn’t clear that I had to wear Urban Air Brand socks; it only mentioned that socks were required which again I thought was unreasonable.

We arrive and I soon come to find that there is nothing really for little kids. They have a playground but it was very dark inside and my kids were scared to go in. It was also very, very dirty, and a mess (see photos), half of it was closed and the open part had random mats thrown around the floor and torn foam tossed about. The only real option for little kids was no longer an option. We then tried the little kid section of the trampolines but order kids kept running in and out and knocking my kids down, so they didn’t want to play there. There was this foam pit that was completely empty (where kids can take nerf bats and knock each other off – again empty) and my girls liked jumping in that but we were told we couldn’t jump in for safety reasons which didn’t make any sense because it was empty and they were just jumping in the corner about a foot it. So then we tried the obstacle course with the ball pit. My 4 yr old tried some of the things but they were way, way too hard. We played in the balls for a while on one of the sections where the obstacle was blocked and removed and we were enjoying ourselves but after about 30 mins we were told by the staff that we couldn’t play in the balls, despite being in an area where there was no course (looks like it had been broken and removed). While playing in the balls, I noticed that the course trails were way too hard. Not a single child, despite the age or height, were able to go through the whole thing. Whoever designed this thing must have thought it was for full grown adult “Ninja” men instead of children. Poor kids got no sense of accomplishment.

At this point there was nothing my kids could play with that wasn’t “unsafe”, closed, broken, dirty, dark, kids were knocked down or we were told to leave. And the whole place was strange, looked like it was partially maintained because some parts looked great and brand new (like the climbing walls) while others had definitely seen better days. Not...

Went to celebrate my sons 1st birthday and his cuzn 2nd birthday together since their birthday is 2 days apart. We purchased the package on Groupon, which was one of two things great about the night. The second thing was that the children had fun great. I'm team children. we waited on pizza for almost an hour, and we had the party table for 2 hours but didn't get the food for almost an hour. We spent the last few min of the hour in the food court waiting on pizza. I asked the assistant manager, who was present. How long does the pizza take she said normally 3 mins I advised her that the young man that took my order never put it in back she said with the party we should have been take care 1st I advised her not only is one party we having 2. She went back to check, and they asked us for receipts, not like we didn't pay or anything. She did give us free drinks... so now we are down to less than an hour on the table. The server just showed back up 1st time since we sat down. Now my son has lost his phone in the ball pit we all wentto go look she called for cupcakes i played the sounds we finally found it with 5 min left hecwaa crying and everything because i asked him to leave the phone with me. went to get the manager at this point, and one that I spoke with at the snack bar was helping with the phone. Someone lost money, and it was a mess. Then next i heard our party was ober and we had to be moved from the table so now this is the last time we see the host she throwing us off the table I get the manager she says I apologize there was no other party after us we can move back to the table. She said sorry I already have payment she was notified about the food but now she can't compensate us because we already paid. I need corporate to fix this because we need to be compensated it was my sons 1st birthday, and his cuzn 2nd this is the worst establishment to spend your business money and time...