Urban Air Trampoline and Adventure Park — Attraction in El Paso

I purchased the Platinum Attractions membership for my two children and it took a week of going there to show me the true colors of the staff and how they treat the children and the safety of the children. On the Sky Rider we were rushed along without being double checked and we were colliding with other people on stop points. My daughter collided with a young boy at the final stop and had to wait at that platform for a few minutes because the staff member was having a hard time taking off the latch that hold the harness to the child and when she was finally able to leave that final platform and get to the end she was told to get off the ride. Two days later we went back and the twins wanted to play on the trampolines. They have asthma and needed a break to use their inhalers. They were told by the staff member that was way to busy on her phone that if they were not going to jump they needed to get off. They told her they have asthma, she didn't care and told them to get off. I tried to speak to management but it took a lot just to get him to even want to speak to his own staff about their behaviors. He just kept repeating he was going to review the tapes. I asked him to speak to his staff several times before he even wanted to. I told him what happened days prior and was told that he was going to review the tapes. As I was going to my children who were in line for UNLIMITED Spin Zone one of my daughters told me that the staff member did not secure her in the spinner correctly and that she was hanging unsafely and when she was screaming for help that the seat belt was not correct she was told it was "supposed to be that way". I called for the manager again and asked why my daughter was making excuses for his staff members lack of safety concerns. He told me that he would review the tapes. I also brought up that he only has one person working the Climbing Walls and Leap of Faith and that person is running around lost and very tired. He told me he was under staffed and could not handle the amount of people that are coming in. I mentioned to him that he has a policy in place for two hour time slots and that if he does not have the staffing to cover that amount of people that are coming in he is breaking his own policy and putting us at risk. He and his staff members put me and my children at risk beyond what we signed on the waver. Also why are the staff member yelling at our children? Are they not there to have a good time? I caught staff member yelling at my children several times and when they saw that I caught them they would walk away from me very fast. These people forgot they are working with children and they need help before someone gets hurt...

We have been here quite a few times and every time they play good music but not tonight. Not sure why. I asked and they gave the excuse it was because there are a lot of people so you can’t hear it but every time we have been here there have been a lot of people and I could always hear the music clearly. They just didn’t want to play music. When I brought it up at the front desk I felt I wasn’t taken very seriously and the manager never came out to talk to me. I pretty much just got laughed at by the staff. I’m sure they thought I was being petty. I asked them if you go out to a club or a bar don’t you want to hear music? The manager needs to see things from the customers perspective so that is why I am providing this review. They never turned up the music enough to be able to hear it. Urban Air needs to understand that when people pay good money to go out and take their kids and family out that they expect the experience as a whole to be a good one and music is a part of that. Also one of the rides was not working so my 12 year old daughter and her friend could not ride it. We were celebrating her birthday and regret spending our money here for this special occasion. The place has really gone down hill. It used to be fun even for me as a parent but tonight was a disappointment for all of us. Details matter in the service and...

The facility was great except for the bumper cars being down the whole time and we paid extra for platinum which is everything included. The food was good, (we had pizza and wings) however the hostess we got (Ashley) was not. She was very absent for the duration of the two hours we booked. Which made no sense because we were her only party, so we had no idea where she kept going off to. We seen other hostesses making their rounds very quickly and responding very promptly throughout the night to the other parties around us, but we had to track her down at least 10 times to get bracelets, extra plates, refills on pizza and drinks and to have her announce that we’re going to be cutting the cake, so the kids needed to come back to the table. We told her 20 mins prior to make the announcement and 30mins later after the fact she finally got around to it. By that time we had 30 mins left of our two hours. Then she rushed at the end to close us out, coming over every five minutes to see if we were getting ready to leave. This experience was not a pleasant one and does make me consider not returning to host parties there. Everyone in my party expressed that the service was very underrated and not useful at all. I don’t think we will be back to it and air for parties. I will also be posting this...