Urban Air Trampoline and Adventure Park — Attraction in Glen Burnie

I’ve been before for a birthday party my daughter was attending and it was an ok enough experience I guess. So when she asked to spend her birthday there with two friends, I wasn’t thrilled - but thought it would be an ok enough experience. But this time around was genuinely bad. For a Saturday, I felt they were grossly understaffed making wait times really untenable for a bunch of kids. And I would say they were only at about 50-60% capacity. It was not all that busy yet (we got there early). So while we paid for many extra attractions, we didn’t get to use most of them. A few attractions weren’t staffed at all (VR, rock climbing wall, harness station the first two times we went) the few times we checked in to try them out.

I get that a bunch of teenagers work here - I wasn’t expecting a lot. But it seems these teenagers could use some leadership. It was chaos and most staff we interacted with seemed completely disinterested or annoyed that we had questions (or just didn’t have any answers). It was so loud it made it really difficult to even communicate with the staff at all. They could probably benefit from little microphones and certainly walkie-talkies. One staff member was evidently high and reeked of weed as he was harnessing up the kids for the ropes course and zip line. And speaking of the ropes course - my 7 year-old (who had already done the zip line 3 times) decided to do the ropes course and got stuck in the middle of it. She was standing there sobbing because she couldn’t get anyone’s attention. It took me notifying 3 staff members and about 10 minutes wait before someone finally went out there to help her. I felt like I was kind of embarrassing myself making a scene - but no one could hear anything. My daughter couldn’t hear me trying to yell instructions to her. My son couldn’t hear me yelling for him to help his sister. The employees couldn’t hear me trying to get their attention to find out what to do. So I kind of had to make myself real loud. She’s fine - but it was really frustrating. And certainly we can’t have been the first incident like this.

We put in our pizza order (it was pre-ordered online but you had to submit the order at the cafe when you got there) and were told it would take 10 minutes or so. They gave us a buzzer. 50 minutes later we checked in on it and they told us it was just then going into the oven. About 20 minutes later my husband finally found a manager to talk to and she was very apologetic, but she seemed to be the only manager around. It wasn’t crazy busy there either - most tables in the cafe were completely empty as they were waiting for the afternoon birthday party reservations to roll in. Another annoyance was the fact that they don’t provide cupcakes or cake, but they charge you $40 to bring your own. I get a liability charge - but then just bake it into the cost instead of up charging people who have already spent quite a lot of money to be there. And it wasn’t obvious information that was available on the website - I found out once I got there.

It’s possible that there are better experiences here to be had - probably booking a party room and having a concierge. But we were a party of 4 kids and 2 adults, so that wasn’t the route we went. There was one staff member (whose name I never caught from his name badge) who always seemed engaged and attentive to matters around him. Young guy with strawberry blonde shaggy hair and a beard. He was the only staff member of note that I can say was doing his job and doing it well and working at a level I would say is commensurate with staffers at other kid-focused attractions I’ve been to (amusement parks, museums, etc).

1 star because at least the kids had a really good time - despite long waits for attractions and getting hangry over our pizza taking over an hour. I won’t be returning...

I recently submitted a Google review regarding the unprofessional and inappropriate conduct of staff at this location. Unfortunately, the owner’s response failed to address the central issue: the hostile and aggressive behavior demonstrated by staff and the general manager, Caitlyn, toward the host of the party. Instead, the response attempted to justify their actions by citing outside food as the reason for the poor service. This explanation is unacceptable. The host had already paid a substantial fee and made clear that many of the children in attendance had severe food allergies. The park’s own policies state that exceptions may be granted at the owner’s discretion, yet staff chose not to exercise any flexibility or professionalism in handling the situation. What I witnessed was not a simple policy enforcement issue but a display of unprofessionalism and intimidation. Multiple staff members repeatedly confronted the host in a manner that appeared hostile and overwhelming. This created a tense and uncomfortable environment for everyone present, and it was inappropriate for a children’s birthday celebration. Additionally, staff rushed the group out of the reserved area before the scheduled time ended. They removed and scattered the children’s shoes across tables that were not assigned to our party, unnecessarily creating the risk of lost or stolen belongings. Such actions demonstrate a lack of organization, accountability, and respect for paying customers. I have celebrated my daughter’s birthdays at similar venues for over a decade and have never experienced treatment of this nature. This was not an isolated miscommunication but a clear failure of management and staff to act with professionalism and basic courtesy. Until this location addresses these issues at a management level and ensures accountability, I cannot recommend this Urban Air. I will not be returning with my family.

I am extremely dissatisfied with the customer service I witnessed at birthday celebration I attended this afternoon. Staff members repeatedly pulled aside the host and gave her a hard time, disrupting the party. They rushed her out of her own party area, and at one point, more than three employees surrounded her in a way that was not only unprofessional but also threatening. It was uncomfortable to watch and concerning enough that I nearly stepped in. To make matters worse, the General Manager on duty, Caitlyn, walked up during the event and aggressively handed the host her card in front of guests, which came across as hostile and unnecessary. This type of behavior is unacceptable. Considering the high cost of hosting a birthday here, no family should have to deal with rude service, pressure, and being pushed out before their celebration is over. I would strongly advise against anyone choosing this location...

Highly dissatisfied. If I could give zero stars, I would. We went for the first time yesterday hoping for a fun day out as my four-year-old loves indoor kids gyms. We didn't even up staying as Urban Air Adventure Park seems more into scamming parents to pay the most money possible than a fun place for families to spend time at at a decent price. After completing the waiver on the tablet in the lobby, I tried to purchase on the tablet the "under 5" pass and the parents pass. There wasn't even that option. The only three options were the more expensive packages which we didn't want. I'm sure many of parents have already accidentally purchased these when they intended for a one-day pass. I had looked on the website ahead of time so knew there were cheaper options for tickets. So I went to the customer counter. Here they were able to pull up the "under 5" and the discounted parent pass. I asked them why that option wasn't on the tablet; they didn't provide an answer. Then the front desk person asked me if I had socks. I said yes and showed her our pink grippy socks that we purchased at another kids gym location (Get Air). She said we were not allowed to use our socks we brought. When I asked why, she said we had to purchase Urban Air socks, which are just under $4 per pair. I asked to see Urban Air's socks. Ours were comparable with them being ankle socks with grippy bottoms. I asked, "so we have to purchase your socks even though ours are exactly the same?" The lady said "yes." I said no thanks I'm not spending $8 for socks when I already have them and let her know we'd be going somewhere else. That's when she said that we could have the Urban Air socks. So I asked, just to confirm, "we don't have to pay for these socks?" She said "yes" and held open her hand and said "give me the socks." Me, very confused, at her open hand and demanding statement, I clarified and asked, "you mean my socks?" She says "yes we have a sock exchange." So I asked again, "so you want my socks as collateral for these socks?" She said "yes." I thought this was absolutely ridiculous that I would have to forfeit my own socks that I already paid for (that most likely will be thrown out) to go inside Urban Air. This is against my morals and is a rip off. No other kids gym that we have every visited forces you to buy their socks. All they care is that you have grippy socks, whether it be ones you purchased somewhere else, or there. What a scam and have really lost sight at profits of practicality. Not the mention the waste of socks (which have plastic in them) as they make...