Urban Air Trampoline and Adventure Park — Attraction in Denver

This business has some of the worst customer service our neighborhood has ever seen. After moving to another state (which also happened to coincide with the COVID lockdown), we reached out to this location to cancel our membership. We spent—literally—months trying to get ANY kind of response from the business, but could not. We emailed, we called, we left voicemails, we tried contacting Urban Air corporate, we tried using web forms on the website. Nothing.

Now, one could argue that the pandemic lockdown simply left them in a position of being understaffed, which would be somewhat understandable. However, once we finally did get a response, they claimed that they could only waive future fees, not the fees that they continued to charge while they were closed down and during which period our numerous inquiries were ignored.

The way we finally go ahold of them? We had to post in one of the neighborhood Facebook groups and ask if anyone knew the management/owners. Someone provided an email address that doesn't seem to be published anywhere and said that you had to send all cancellation requests directly to that. After doing so, we started getting replies, although each one indicated a complete failure to read our original request, so we had to keep replying and repeating our situation. This would be annoying enough if not for the fact that each reply adhered to their 72-hour response time, meaning the conversation dragged out annoyingly long.

In the end, we were finally able to cancel our memberships, but they said they will not refund the fees they charged to our credit card last week—even though THEY STILL AREN'T EVEN OPEN FOR BUSINESS and even though we tried to cancel as far back as May. It goes without saying that we'll contest the charges through American Express, but this will be yet another hour that we spend dealing with an ordeal that never should have happened. If members can't cancel their subscriptions through the online accounts on the website, they should at least be responsive with customer service so that they don't look like such a disorganized and unethical operation.

We've shared this experience with the many friends and family we have in 80238 and it's safe to say that between this experience AND the fact that this business is pretty much the riskiest activity for COVID that you could send your children into, nobody plans to throw any more birthday parties or daily outings...

The place has potential, but there are still somethings that need to get worked on. One of the main things is the mediocre food. The prices on the food are not cheap either, so expect to pay around 7-8 dollars for two deep fried pieces of chicken and two small pieces of celery and carrots. (picture posted) Would be great to see different options a side salad, a sandwich or anything that would not take a deep fryer. There are other places like this around the area i.e. Lava Island, Jumpoline, Defy and more, and this is the point where they all fail....the food; Don't be a sheep, the only thing this is doing is that people will rather eat something before or after visiting; it's just a loss of money. The location is great, basically one block south of I-70 through Central park ave or Havana, very easy to find. I think the attractions are way better than the other locations, it is not just about jumping, they have plenty of activities; which for the prices I think its awesome. The other locations also charge you for the hour, but not here, so your child will have plenty of time to go through all of the park with out having them to hurry or getting kicked out. Alcohol is also served here, something that you do not see at the other places, prices are a not cheap, 6-7 dollars for a beer, but i guess convenience comes...

Buyer Beware - like Lyn and several other reviewers have said, when you want to CANCEL THE MEMBERSHIP, IT IS IMPOSSIBLE. We have been trying to cancel ours for over 6 months. We were charged as members for months in 2020 when Urban Air wasn't even open due to COVID restrictions. For example, when we questioned a charge the month of April, we were told that this Urban Air location was open 1 day in April, so they were allowed to charge everyone a membership fee. How unscrupulous. On August 8th, when we wrote to question the membership charge billed to us on August 7th, we received an email stating "the park is temporarily closed and we have paused all Memberships during this time. The park is set to reopen on Monday, August 10." It's very odd that we were charged for membership fees for July and August since they were temporarily closed. This pandemic has presented unique problems for all businesses, but safety should be the top priority. It doesn't seem right to charge your customers a membership fee for a kid's gym that they cannot use, yet Urban Air corporate seems to think the practice is completely acceptable. The park concept is fun, but their customer service is...