Urban Air Trampoline and Adventure Park — Attraction in Gilbert

I don't typically leave reviews, but my experience here was so horrid that I feel like it's my duty to warn others. The customer service, at least at this location, is absolute trash. I had my son's birthday here 2 years in a row. Last year, dad and I went in to book his party and requested a specific room. We wanted the one next to the laser tag arena. The room was more important to us than the time of the party, so we checked availability. We were told that it was completely open all day because we were booking far enough in advance, so we took an early time slot. Fast forward to the week before the party, I went back in to drop off decorations and to make sure everything was good to go. I was told that we weren't booked for the room we originally requested. After talking to management, they were able to accommodate us by pushing the next party back slightly. They also upgraded our party free of charge for the inconvenience. The rest went great so no complaints. That's a big reason why we came back this year. Our kid loves this place so we figured last years mishap was just a fluke. On October 6th this year I went in to reserve his birthday, again for the same room. We really like the location of that room so that is important. I talked to an employee that day who helped me set everything up. I told her what had happened the year prior, about the wrong room being booked and I wanted to avoid that headache this year. She informed me of an additional fee since it is a premium space. I let her know that the fee was fine, and I was willing to pay it. I even walked over at one point and pointed at the room so there was no mistake. I asked for availability on 11/17. Again, I was told that because I was booking so far in advance that it had open availability. I booked my party and left. Fast forward a few weeks and I got a text message about my party. I also received an email about ordering additional food for the party. I followed the link and submitted a request, exactly how it prompts you to do so, and heard nothing back. I texted the number back to confirm they recieved my food order; keep in mind that this number messaged me saying I could respond to it, that it was a monitored number. I got zero response. Now comes day of the party. I show up 15-20 minutes early to set up. We come in and stand there for a few minutes waiting for someone to give us the go ahead to go to the room. Our party host finally greeted us and told us we were in a different room. At this point, I'm mad. I haven't received ANY response back from email or text message and now they were telling me that the wrong room was booked for a SECOND year in a row. They ended up bringing some young lady over to talk to me since I was very clearly upset. I have to pull up my reservation email I received on October 6th to show her. She then proceeds to tell me that I BOOKED the party incorrectly. The room I wanted was a "VIP" space and I paid for a "premium" space. I then explained to her that I DIDN'T book the party, one of their employees did. So how on earth was that MY fault?? They told me that I was unable to get the room I requested because another party was booked already. I'm fuming at this point and decide that I need to go to whatever freaking room they put us in because it's too late to turn back now, we have people showing up. They gave me absolutely nothing to make up for it. NOTHING. Now, I am not the type to demand free stuff. But I can't believe this teenager just tried telling me that I booked this event incorrectly without knowing any facts or at least getting a qualified adult to come talk to us. We ended up squishing in this small room, with people from our party overflowing out into the booths outside the room because there wasn't enough space. We were told that we would get a few passes to come back for our son and us 2 adults. We never received that. We were also being pushed out 20 mins before our time was up. The kids weren't even done eating. I just can't believe how we were treated after spending $800+...

Over summer break, this was the hangout that all of my friends went to 7 days a week and never boring. The workers are fabulous and are always up for a little chat! I still go with all my friends even during the week. This place is great for all ages. My mom and me always had a chit chat with one of the managers named Logan and we had a blast and the rest of the staff is too. All staff is patient and is totally up for anything you need! Over the months, I’ve made so many new friends and I have to owe it to Urban Air! Thank you to all the wonderful staff! Alexia, Danica, and Brianna are beautiful workers who help us out and provide amazing costumer service! And you will NEVER catch Mila doing anything wrong and she will always be a perfect amazing worker! Thank you again! Over summer break, this was the hangout that all of my friends went to 7 days a week and never boring. The workers are fabulous and are always up for a little chat! I still go with all my friends even during the week. This place is great for all ages. My mom and me always had a chit chat with one of the managers named Logan and we had a blast and the rest of the staff is too. All staff is patient and is totally up for anything you need! Over the months, I’ve made so many new friends and I have to owe it to Urban Air! Thank you to all the wonderful staff! Alexia, Danica, and Brianna are beautiful workers who help us out and provide amazing costumer service! And you will NEVER catch Mila doing anything wrong and she will always be a perfect amazing worker! Thank you again! Over summer break, this was the hangout that all of my friends went to 7 days a week and never boring. The workers are fabulous and are always up for a little chat! I still go with all my friends even during the week. This place is great for all ages. My mom and me always had a chit chat with one of the managers named Logan and we had a blast and the rest of the staff is too. All staff is patient and is totally up for anything you need! Over the months, I’ve made so many new friends and I have to owe it to Urban Air! Thank you to all the wonderful staff! Alexia, Danica, and Brianna are beautiful workers who help us out and provide amazing costumer service! And you will NEVER catch Mila doing anything wrong and she will always be a perfect amazing worker! Thank you again! Over summer break, this was the hangout that all of my friends went to 7 days a week and never boring. The workers are fabulous and are always up for a little chat! I still go with all my friends even during the week. This place is great for all ages. My mom and me always had a chit chat with one of the managers named Logan and we had a blast and the rest of the staff is too. All staff is patient and is totally up for anything you need! Over the months, I’ve made so many new friends and I have to owe it to Urban Air! Thank you to all the wonderful staff! Alexia, Danica, and Brianna are beautiful workers who help us out and provide amazing costumer service! And you will NEVER catch Mila doing anything wrong and she will always be a perfect amazing worker!...

UPDATE 9/2/2023: Management responded citing a “misunderstanding” and asked me to contact them via email. I did reach out to them via email but they never replied. This reconfirms my assessment that they are overwhelmed and under managed.

This place is overwhelmed and under managed. I took my seven year-old son and three friends to the Gilbert location this afternoon and had a bad experience. Some parents of a 5-6 year old and a 7-8 year old thought it would be good parenting to drop their young children off at Urban Air for the afternoon unsupervised. Their child punched one of my son's friends in the mouth. I addresses the matter with a supervisor, who talked to the child. The supervisor explained that fighting was very common at Urban Air and that there were TWELVE fights yesterday. He explained further that it is common for parents to drop their kids off and leave them alone at the park but that there was nothing they could do to prevent parents from doing so.

About 20-30 mins later, the same kid punched another of my son's friends. This time in the jaw. I spoke with the same supervisor who found the kid and attempted to determine who his parents are and who was there watching him and his brother. The supervisor told me the children had been dropped off and that they couldn't find the kids or the parents in their database. They had the kids sit down on a bench while the supervisor and a manager explained the situation to me. During our discussion the two kids disappeared into the park. When I asked why they let allowed the unattended children back into the park, they said they couldn't stop them. I asked the manager what would happen if he punched someone else. He said there was nothing he could do about. The manager actually started his next sentence with, "There are 1500 people in here and I can't be responsible ...". I didn't let him finish. If he isn't responsible, then who is? He told me there is nothing they can do about parents dropping kids off and leaving them unsupervised. I can think of several reliable ways off the top of my head AND I could turn it into a positive for Urban Air. Look, I understand that this is a busy place, that not all parents are good parents, and that kids will be kids. That doesn't explain management's inability and or unwillingness to address a known problem. That doesn't explain how Urban Air Gilbert can knowingly allow unsupervised drop-offs and not take measures to know exactly how to find a child's parents when there is an issue. The management at this Urban Air location does understand liability ... yet. Hopefully, this message will serves as a wake up call to the managers and owners of this franchise. .

We are monthly members that will be canceling our membership. We have no trouble finding ways to keep our son...