Urban Air Trampoline and Adventure Park — Attraction in Garland

Please save yourself the stress and go somewhere else for your childs birthday party! We paid quite a bit of money to have our seven year old daughters birthday party at your place of business. When we arrived, it took the hosts 45 min to get the bracelets handed out to all the of children. There were only 3 out of 23 kids that hadn’t signed the waiver, so those weren’t the delay. That was the first issue. We immediately complained and were told we could jump 30 min more but would have to be out of the party room on time. A disappointment, but we agreed. Secondly, an announcement was never made when the pizza had arrived so I had to walk around and let all of our guests know. The pizza was also late and did not come out until 3:45 ish. Once the pizza was passed out, I was informed that we had 5 min to finish up and get out of the room. Not only had cake not been passed out, but we were eating hot pizza that had just come out as fast as as we could and on top of that were expected to carry all of our gifts and shuffle 23 kids out of the room, in 5 min. I made yet another complaint and the host told me there was nothing she could do. She hurriedly passed out the cake and several of the guests helped her in order to do it faster... and happy birthday was not even sung to our daughter. I wish I could say it ended there... after we finally made it downstairs with everything, our host asked us for a tip not once, not twice, but on three different occasions. I found this seriously lacking in tact. My wife and I decided to go ahead and tip her since we realized it is a lot of work, but we did pay a considerable amount of money with the promise that it would all get done without an issue and it was not. We proceeded to go to the concession stand to ask for change of a $50 bill to give our host a tip, we were told that they are not allowed to give change. I walked up to the front check out and was met with the same response... at that point I was very frustrated and told them I would not be leaving a tip since change was not able to be provided... at that point, they stopped me from walking away and told me they’d call a manager. I was then given change... why was I ONLY given change when it was known that it was for a tip.

This experience overall was horrible and was not the worry free, fun experience I expected and wanted for my...

1. First, I spent hours trying to get through their website to pre-register. I had four teenage girls and wanted to make the experience as simple as possible. That didn't happen. The website advertised their offers. There was a coupon I tried to use from their advertisement that didn't work. I checked again, and it said it had restrictions. After extensive searching, I realized the restrictions were not listed anywhere on the site. The ad was fake. 2)The next issue was enrollment. You add each involved person to a profile. In my case, it was 6 individuals. You have to add a birth date. You cannot type the date. You cannot scroll through the year. I had to tap the back button month by month over 2300 times to enter all our dates. (I even shut everything down and went back thinking this is not right...I'm doing something wrong. Im 65! That can't be right!) 3) After all of this, we walked in at the selected time, the busiest time of the day per their website. There were 3 large groups in front of us. I looked around and saw there was a fast lane for those who had preregistered. Thank goodness! We stood in that line and watched the one cashier totally ignore this line. The young man in front of me had been waiting when we arrived. I asked for a manager. I discovered the young man just needed to see if he left his phone. His mother was in the regular line. She made it to the cashier first. Her son was ignored as were we. At this point, I admit I was very angry. I had invested so much time plus $124, and they couldn't even staff the front desk. The manager finally arrived. I asked who I could complain to about the website. Her answer was, "Not us!" Our exchange continued to escalate. She refused several requests for her name. She just ignored me. She finally told me her name was Scarlett.

They are under staffed and the staff is poorly trained. The owners have obviously never gone through their own website registration process. It was altogether a horrible experience just to get the girls through...

We booked my step-son's party for Saturday at 3:00p.m. We arrived at the location at 2:45p.m. The first thing we noticed is that the iPad’s that were set up to sign the waivers were horrible. They barely worked and the lines were long because the devices were barely functional. When we finally finished that we were told that our party was in Room 2. We proceeded to Room 2 and nothing was set up. At that time we were informed by a worker that we were not assigned a host/hostess and that one would be with us shortly. There were 2 other parties going on at the same time and neither of those parties had a host/hostess as well. Everyone was complaining at the same time. I finally was able to speak to Gabriel (the manager on duty) and he informed me that he was looking for a host. Around 3:15p.m. we finally received a host and I explained to him as well as the Manager that this was completely unacceptable. All of the children were there, no one had received their wristbands, and the room still had not been set up. They offered to give us an additional 15 minutes of time in the room and an additional hour of jump time for the inconvenience. During our time there all the kids were running around wild. The place was complete chaos. There weren’t any workers at any of the different areas to supervise the kids, the snack/food area was closed down the whole time we were there and we couldn’t order drinks or anything else. The manager said it was due to them being short staffed and needing to make pizzas. My kids informed me that the play area was dirty and smelled. With our birthday package we were also supposed to receive 2 private dodgeball tournaments. We only received one that I personally had to set up myself. I even had to tell other kids running in that it was a private party. Needless to say, for $275.00 + tax the party was not worth the expense nor was it worth the headache that I had when I left the establishment. I understand things happen when you’re running a business but this was...