Urban Air Trampoline and Adventure Park — Attraction in Fort Worth

We have 4 boys and have booked & hosted several bday parties at UA Hudson Oaks. We've always been pretty pleased with how they go. Our kids LOVE them and our 9 year old requested his party be at UA again this year. Prices had gone up but, where haven't they, right? We went ahead and ordered extra sodas and pizza & paid for an additional 5 kiddos to party (15 total). Overall, the party itself was good - we had a great host that helped with our party room and the kiddos were happy. Here's where I'm at a 3 star review - (1) Minor but also, kind of a big deal...We were sent an email for $100 off a bday party reservation literally within hours of booking the party. I called immediately and staff was unwavering on refunding or even giving some sort of add on to our party. It was pretty much a sorry not sorry call. "We've been getting these calls all day. Nothing we can do." (2) We had a couple of siblings of invited guests show up to play b/c they had season passes to UA. Staff MADE the family put their kiddos under our party saying it wasn't fair to allow them to use their passes when it was for a bday party booked by us even when the mom explained they weren't actually invited to the party, only their older brother was. This blows my mind! The mom felt TERRIBLE. And, as a result, we had our own older children not participate so we wouldn't go over our # of booked children. (3) We booked one of the top tier parties and the kiddos couldn't even use the climbing wall. We knew they wouldn't be able to do the lazer tag and zip line but seriously...so expensive for what you get! The party was $600 total - 15 kids, one party room, 4 pizzas, 2 plasptic pitchers of sprite, water, and basic trampoline activity. We were tired of surprises at this point and just wanted to be done. We tipped our room gal and were honestly relieved to be done with the party. :( We definitely won't be booking...

We had a very poor experience with Urban Air's management regarding a reservation we made for a summer day camp. A week after making the reservation we realized that the pickup and dropoff times would be difficult for us, so we called and asked about cancelling for a refund. The representative told us it'd be "no problem" and to "expect a refund within 1-2 days". This was still over three weeks before the camp was to start, so I doubt any nonrecoverable expenses were incurred by the business. A week later we had made other childcare plans, but had not received the promised refund, so we called back. We were again told by the manager on duty that the refund was approved and would be processed. Later that day we received a call back from yet another manager saying that there had been a misunderstanding and that they could only offer a 50% refund and only as a gift card for that particular location. I declined their changed offer and disputed the charge on my credit card. Two weeks after that we received a terse email from the "Guest Loyalty Team" saying they were fighting our credit card dispute, completing the alienation of their prime target customers. If the policy is indeed no refunds, then the employees who deal with customers should understand and communicate that to customers. If we'd been told that from the beginning we would have figured something out, as it was our mistake. As soon as a representative or a manager agree to a refund however, that overrides any policy written in the fine print on a website. Changing your mind after the refund offer was made is not acceptable and frankly very shortsighted and poor customer service. Because of this series of interactions we will not be using this or any other Urban Air location...

Took my 7 yr old and he loved all the activities. (August 16th) You pay higher price to be able to do everything. The only reason I did not give a 5* was that majority of teenage employees at the the harness activities were distracted by talking to other teens that were not employees constantely. They assumed the kids knew what to do and where to go. My grandson was sent to the very tall launch for the zip line alone. He was afraid and did not know what to do. I had to go interrupt the employees to go help my grandson. At that point, my grandson was so upset that he did not want to even do it. This was also a problem at the climbing wall. One person was very slow to even pay attention to kids that needed help. The attachments were difficult for most kids and they were helplessly stranded usually attached to the security rope. You definely need to be everywhere your child is, esp if they are new to park or timid. The manager and the concession workers were awesome. The place is very clean. I hope management addresses concerns with the young employees about focusing on the children and their safety. We will be back with better knowledge.

The bumper cars were awesome except for the ones that will flip over. I assumed because there is a control lever, that the rider could control the flipping and spinning. Nope, it does it in a programed way that scared many of the younger kids. There were kids bawling as the thing was flipping them over and over...I had to go show the teenager that a kid was terrified and screaming. Also, I saw kids who were not tall enough to ride many times. One was the child who was so upset. One dad rode it as it was all that was available with his kids. It made...