Catch Air Hasbrouck — Attraction in Hasbrouck Heights

If I could give zero stars, I would.

Our entire experience at this facility over the past 6 months has been stressful, frustrating, and even unsafe. We signed up a kid membership and for two adult memberships (one for me, one for my husband), but from the beginning, staff acted as though our memberships didn’t make sense. Every time we came in, we had to argue for 20–30 minutes just to get through the door. Despite me purchasing two adult memberships under my name (as required by their system), they constantly questioned why my husband was with me, even though I had added his name and explained repeatedly. They kept asking my son's age when it's just a kid membership...it should be straight forward.

One time, they even tried to deny my husband entry entirely, and I had to get a manager on the phone to prove we were legitimate paying members. I was forced to re-add his name again in person. But even after that, every visit involved long explanations and questioning — who we are, how many adults, the age of our child — all of which is already on file. It was as if we were being profiled or purposely singled out.

When it came time to cancel our membership after the forced 6-month commitment, things got even worse. We were told we had to cancel on an exact date, which happened to be my son’s birthday and they refused to let us do it before or after. When I explained that this would be difficult, they told us it would be fine to cancel a few days later, but then gave conflicting information over the phone, saying our end date was in July when clearly it was in August based on our sign-up. I had to walk them through the math to prove it.

Eventually, we went in person again and were told by the desk staff that they had spoken with the manager and that our membership would be canceled as of August 10th and we could continue using the facility until then.

But of course, when we came back, we were told we no longer had a membership. No one at the front desk could verify us in the system. I showed proof of payment, emails, membership codes everything and we were still treated like we didn’t belong. After another 30-minute delay, they finally let us in out of pity. I was made to feel unwelcome, embarrassed, and exhausted just for trying to use a service I fully paid for. And now, even though I paid for the last month, we were clearly removed from the system early. At this point, it’s clear we’re being shut out.

And if all that wasn’t enough there was a major safety incident that pushed me over the edge. One day, the back door was left wide open for 20–30 minutes because a cleaner was going in and out and just left it that way. I have a toddler who is a runner, and he almost ran straight through that open door, across the parking lot, and toward the highway. When I raised my concern, the front desk simply said, “The cleaner needs to do that.” Why is a cleaner even working while the facility is open and full of kids? The door should never have been left unsecured. This is supposed to be a safe, enclosed space for families, not a hazard zone.

Between the ongoing access issues, complete disorganization, customer mistreatment, and clear disregard for child safety, I no longer trust this facility. We came here hoping for a fun, safe space for our child instead, we’ve dealt with stress, confusion, danger, and disrespect at every turn.

I do not recommend this place to any family, and I will be pursuing a chargeback for the final month they refused to...

We booked Catch Air for my son’s 1st birthday party in a private room. While the facility itself was fine, the overall experience was frustrating due to poor communication and unprofessional service.

First, if a waiver is mandatory, that information should have been provided when signing the contract or in the follow-up emails with the party details. Instead, we only found out at check-in, causing unnecessary delays. My guests were left waiting at the entrance while we scrambled to complete the waivers, which were required before we could even step inside. The front desk was extremely busy, making the process take even longer, and despite the delay being on their end, they initially wanted to deduct that time from our party. I had to complain, and thankfully, Stephanie at the front desk (who was very kind) offered to give us 15 minutes back.

Once inside, we had to rush to set up and get the kids playing. We were assigned a party attendant, whose name I unfortunately don’t remember, but she was extremely unprofessional. She was rude to parents, sarcastic, and had a clear attitude the entire time. She didn’t assist with anything—she just stood against the wall looking annoyed. When we asked simple questions (like where the bathroom was or if they had paper towels), she rolled her eyes, made dismissive gestures, and sighed loudly as if we were bothering her.

She rushed through everything, including aggressively handing out pizza to the kids with an attitude. When we asked for help with the cake, she just said, “I don’t know.” She was in such a hurry to clean up and end the party that she outright told us we needed to leave so she could go home. And to top it off, after treating us poorly, she had the nerve to ask for a tip at the end!

While Stephanie at the front desk was helpful and tried to fix the check-in issue, the experience with our party attendant completely ruined the event for me and my guests. I would not book a party here again or even return for a regular visit with my kids because of how we...

No one called me to confirm or acknowledge my booking. I called a week before the party and was told they will call us during the week leading to the party. I waited all week long and still no calls. Finally on Friday at 6:45pm I made the call again . The party was scheduled for Saturday. I placed order for pizzas. They did not talk to me about anything else about the party. No instructions or ideas or suggestions. The day of the party, I had a 430pm to 630pm slot. Yes, they advertise that we don't get the room immediately. What. I didn't know was there wouldn't be enough time to decorate. Being winter, every guest had their coats, but no place to store them. We didn't have a place to keep our decoration items. Finally we got the room at 530pm with almost no time to decorate. They didn't provide even a table cloth. This was not told earlier and it was already late, I couldn't go out to buy any. The pizzas were small, so I asked for more . They said the kitchen is closed. So I thought of getting pizzas from outside and I was told I'll be charged 75$ as cleaning fee. It's not like I had a choice. I have booked birthdays at other places for my older child. They used to call multiple times to prepare for the party, give us options on various items. They even had themed decorations. Here, not only do we have to decorate ourselves, there isn't enough time. The girls who were hosting were helpful. But for what was lacking, even they couldn't help much. This place is so overcrowded during the weekends, the experience is very bad. It was my son's 5th birthday. A milestone birthday. Despite spending hundreds of dollars, it was a disaster. I went to a party here soon after they opened and liked the place. That's why I booked this without further research. The Friday before the party when I was anxious on not getting a call from the place, I looked at Google reviews and only thought why didn't I see this sooner . The reviews are true. Do NOT host birthdays here. It is a...