Urban Air Trampoline and Adventure Park — Attraction in Hopewell Township

Do not book a party here... The part where the kids play and have fun was great. I was made to be a fool by their staff. When we arrived and checked in for our party, the party hostess went over my party with me including what food options I had selected according to them. No prices associated, and there was "extras" that she went over with me that I was questioning in my head but said maybe I did order that stuff. I booked it a month ago I did not recall. She didn't proceed to show me any pricing on the extras which was pretty significant. When it came time to pay for the party the hostess said we have to settle up. My husband handed her our credit card with the expectation she was going to bring the bill over for us to check over, and add gratuity. NOPE. She went to the desk without asking us to join her to pay the bill, and not much direction at the time was given by her as to how to proceed. She came back with our card, and I asked is there a receipt where I can add gratuity to? She said it was already run through, and to check my email for the invoice receipt. She directed me to go back to the front to check with them about gratuity. At this point the woman told me 20% of my total bill was added. I was partially relieved because I didn't want to leave without leaving a tip for her, BUT I did not authorize 20% of the bill to be added to my card. No one confirmed that with me. It certainly did not state that anywhere in writing that this would be the case. Nonetheless, she worked the party for about an hours time, and helped serve food and set up. She mostly did her job, but nothing above and beyond to earn a huge tip like that. I work off of tips myself, and am a very generous tipper. I got my family in the car and we were walking out, and I just didn't feel right that they did this without our consent. I went back in and waited almost 10 more minutes for someone to approach the desk. It happened to be the woman who rang out our party. I asked her why I was charged $50 for 5 pitchers of water and 2 that were lemonade? And the 10 bottles of water cost $11. I said you gave me tap water, why are you charging me $10 for a pitcher of water!? They did nothing to resolve this. Then I brought up about the tip. I said I was willing to leave a tip, but not over $100 worth, and who decided that for me? Her answer was that she just assumed to leave the industry standard of 20% of the whole bill. Regardless the fact that this was assumed is ridiculous. When I spoke with who I think was in charge started to argue with me with the party host in tow ganging up on me that I should've checked my invoice for all the extras. Come to find out all the extra food that I wasn't sure if I ordered wasn't actually on my original invoice. But that was my fault for not checking. I was made to feel interrogated about my experience between the both of them, and the woman who was handling it proceeded to argue with me, and talk over me. I requested to be refunded, and nothing could be done right then and there. She told me she has to call corporate and refused to do so today because she wouldn't get a hold of anyone. I said okay so how do I know when to expect a call? She said sometime next week! Never again will I ever return to this place. Unresolved issues never go well. Do better. Bring customer service back and make it...

To whom it may concern,

I am writing this to express how disappointed I am with my experience at the Urban Air in Sicklerville NJ. My daughter wanted to have her birthday party at a trampoline park. I decided to have the party at Urban Air. It was a HUGE mistake. From the moment, I walked in the door at 5:30 for my 6:00 party. I was fully aware that I couldn't go into the party area until 5:45 but I wanted to give myself enough time to fill out my waivers before it was time to set up for the party. The manager sent an employee over to tell me that I was not allowed to go past that front door until 5:45. At 5:45 I proceeded to the counter where I was greeted by the manager that asked my name. Once I gave her my name she said she was going to check on something and didn't return until 5:55 (when security went to get her). As she approached the counter she proceeded to tell me that I needed to be patient and that if she would have known I was there earlier she would have got my party set up sooner. Might I remind you she did know that I was there because she was the same one that instructed me not go past the door until it was my time. At 6:00 I was still standing at the counter waiting for her, the guests for my daughter's party began to arrive. It was 6:06 when I was finally escorted to my party table. On the table there was a table cover, a table runner, 10 plates and 10 napkins…..that is ALL. The party host that we had was fantastic. It was her first day so I understand that she may not have known all the details of how parties are to be run. The manger that was in charge that evening should have been readily available to assist her any way possible; however, she spent the entire evening in another party room with what appeared to be a family members party. When I booked the party I was told my guests would receive the party favors and glow sticks and that my daughter would get a t-shirt for her birthday. I did eventually get the items for my guests after I asked for them. I had to purchase several bottles of water for my guests because I wasn't given the 10 that I was supposed to receive. When I was checking out I asked the manager for a discount because I never received the water bottles, she told me no and that she would give me the bottles of water. I was also told that I was not allowed to be in any outside food other that cake; however, I witnessed the party that the manager was catering to bring in several different types of trays of food, After paying $388.10 for a party, it is to be expected that things will go smoothly with little to no problems. I was disappointed by the lack of professionalism of the manager. Even after she was notified that I called corporate to express my concerns, she proceeded to tell me that everything is on camera and that's fine. If in fact everything is on camera, I sure hope that there are consequences taken to make sure that no one else has their child's birthday party ruined by the actions of...

PLEASE DO NOT COME HERE AND DEFINITELY DO NOT BOOK A PARTY. Sicklerville, NJ location.

I arrived at 12:30 for my 1PM party, they said I had to wait until 12:45. They come back at 12:45 and tell me that I booked for 1:30pm which is false. Then the party “manager” proceeds to tell me that someone called yesterday and tried to move the party to 4:30pm… yet I’m the one that had anything to do with booking the party. so immediately she was lying.

The party host did not do her job and took it upon herself to add things to the bill WITHOUT authorization. I booked for 24 children, give or take a few. she ran out of bracelets and went and grabbed 7 more, gave them to adults, and random children that i did not invite and said nothing to me about it until the end. Her excuse was that "I wasn't there".... If she had questions, she should have spoken with me.

The guests coats, shoes, and gifts were all over the place while every other party had their areas complete with a cart neatly holding everyone’s items. I told the party hosts and she just said “oh okay”.

The only thing the party host did was pass out the pizza. I passed out the cupcakes and had everyone sing and directed everyone on direction.. why is the party host included in the package if I was going to host the party??

I had multiple guests that were 5 yrs and under, i asked if I could get them discounted bracelets and add it on the back end of the party, the party host said she would ask, 20 min later she said that the party manager said no and proceeded to put the regular bracelets on the babies and said i had to pay for them separately. I went to the counter and paid for discounted brackets for the younger guests and another manager stated that i could have just added it to my bill…

when the party was over, the “host” told me i needed to go check out, i asked what the total was. she returns 20 min later with a total, not including the add ons that SHE added. i told her i need a complete total and to include my military discount. she returns 20 min later and said “did you check out yet? I need you to do that NOW” i said, you didn’t bring me a final total and I need to speak with a manager. she proceeds to ask me “why?”.

I also asked for anyone BUT the party “manager” yet she was apparently the only one available when all of this was going on.

The party "manager" is absolutely DESPICABLE. She stared at me in a way as if she wanted to do something.

This one of the most ratchet, ghetto, and disgusting establishments I've ever been in. Please do not give them a dollar. absolutely REVOLTING, i will never go back there and I encourage anyone that reads this to as well.

The party “manager” and that party host need to be fired and they also need to train their “party hosts” correctly if you’re going to add them to...