Urban Air Trampoline and Adventure Park — Attraction in Horizon West

Do not bring your children here! This review does not even deserve the 1 star I'm required to give! I went for a birthday party and immediately upon arriving to the facility there were issues. My family and I asked to use the elevator since I was traveling with 3 young children, one of whom is a newborn. I clearly needed the elevator since I had a stroller and party bags and 2 other children to bring upstairs to the event. We had asked about 5 employees for help and everyone gave us the runaround - first it was they needed a key, next it was the elevator was broken. The employees said they needed the manager to come and figure out the situation for us, but the manager never came and didnt seem to care. I ended up having to make 3 rounds of trips up and down the stairs to bring all of my beloginings. A family member who was with me went to go confront the manager and things got out of hand, and the manager called me cops on my family member. She was escorted out of the facility. When I later tried to speak to the manager calmly about what happened, she continued to get into my face and was being rude. I remained calm and told her nicely that I didnt appreciate her attitude, I had already apologized for the confrontation that occurred, and I was just trying to speak about what happened. Finally we got an answer about the elevator- it has been broken since she started working there (3+ weeks) and she was calling the general manager to come and figure out what to do. I replied well there is not much you can do if the elevator is broken and you know that this has been an issue for 3+ weeks and no one seems to be working on fixing it. I told her luckily I had working legs and was able to walk up and down the stairs 3 times, but I said what about those who are handicapped and are not able to use stairs? I said also, what if I fell going up the stairs with a stroller and a newborn? Should I sue if I got injured at a facility that should provide adequate operations? She said and I quote "you signed a waiver so that's not our problem." I said the waiver is for use of your games and activities, you are REQUIRED to provide an elevator, not to mention a non-working elevator is a fire hazard. I also had to speak with her about food because an employee told me they were advised by the manager not to bring food to the party room because of what happened with my family member earlier. I said so you will be punishing small chileren by not providing them food because of the actions of an adult? Doesn't seem very rational or fair to me - seems like punishment and retaliation. She quickly changed her tune and said the food would be brought up shortly. After this whole conversation, I asked her how her and her staff planned on getting me back downstairs with my children safely if they did not have a functioning elevator she told me she'll "figure it out". Of course nothing was figured out. How could it be without a functioning elevator? I had to once again make 3 trips up and down the stairs and no staff offered to help, nor was the manager in sight to give the help she offered earlier. This was the most outrageous and rude experience I have had a children's facility. Even when speaking calmly with the manager she got in my face and acted like a small child instead of a grown woman having a conversation with another grown woman. She was defensive and not at all empathetic to the situation at hand. More so, if this has been a persistent and ongoing issue, why has it not been addressed by now? I cannot be the only person within 3 weeks who requested to use the elevator. She had excuse upon excuse and was extremely nasty. We also found out from the staff (3 different employees) that they are scared of this particular manager and that she is very nasty. And they also told us they overheard her lying to the cops about the encounter. Please do not go to this location. If you want to have a good time and proper working facilities, go to a different franchise. Do NOT give this location any money, they do...

So much to do! There is a wide variety of things for everybody to enjoy! Tons of parking, and easily accessible entrance. Getting started is very easy because as you walk in, both sides seemed to be available to help with ticket purchasing or parties and things like that.

It's pretty straightforward, as far as the pricing goes. As far as I gathered, there are three different levels that include various activities. There are plenty of options, including go-karts, a high ropes course, rock climbing, bumper cars, and of course, various permutations of trampoline and/ore padded boundaries.

Pricing for the " deluxe" tickets, which I believe are the base rate. Tickets are pretty reasonable. Parents get 50% off of a full of purchase price kids ticket. That's something that you don't see very often in the general Orlando area because most places try to squeeze what they can out of every single patron regardless of participation level. With that being said, the "ultimate" your tier includes pretty much everything. This would be great if you were spending multiple hours here which I'm sure could be done.

One thing that I understand but wasn't too thrilled with was the fact that lockers were like $6 or more. Get it, everyone has to make their money but it seems like extra just because they already have a captive audience. For the $6 though, you do get to use and reuse the lockers as you please for a few hours so it's not too bad. They are all so pretty large, enough to hold a few pairs of shoes and a purse or bag or something. I kept my phone in my pocket, never was an issue

The snack bar/cafe is pretty reasonably priced but there aren't as many selections as I would have liked. They have pizza and wings and boneless wings as well as fries and popcorn and pretzels and a few other things for snacking. They do have like six different flavors of slushie which I thought was pretty nice. And they have 5 or 6 different dippin dots options for a sweet treat.

One thing I was really impressed by was the amount of seating. It seems like there are maybe four or five party rooms, but throughout the whole air building there are tons of picnic table style seating options so it seems like they could accommodate a lot of parties. And it also seemed like people who were there individually, like myself and my family, could enjoy the space just as easily as the people there for parties.

Since I only got the deluxe package, we pretty much just bounced the whole time, but there really is a nice variety of different things to do. There's like a climbing/slide area, and a variety of bouncing areas including basketball and a Wipeout style game. The other thing I found interesting was the giant ball pit. It was centered around like a ninja warrior theme and there were four Lanes , it could actually accommodate a lot of kids but it was still an engaging activity.

It seemed like we weren't very limited as to where we could go, because the go-karts and the high ropes course had had very clear signage. Maybe I missed it, but I feel like it would be better if they were like maps around that designated which areas were designated for which tiers. Like I said, it never really seemed like we were going to be barred from doing anything at least in the areas that we went to however, I wish there was a more concise list of the things that one tier provided over another.

I know this is already a long review, but I just wanted to mention that the staff was very friendly both in the cafe in the front, as well as throughout the park. Making sure that people were safe and able to enjoy everything.

Overall, while I didn't get to some of the big ticket activities, this was a great experience. Reasonably priced admission with tons of variety in activities. Good pricing at the snack bar, but not as much variety as it's one would hope due to the length of stay of the average patron. For those over 21 they do serve alcohol. And they have a large arcade. Overall, 5/5!...

Front desk should be fixed. There should be a line for members checking in cus we are a lot quicker at check in.

Prices are expensive for a day pass so I got the year pass (FYI- you are locked in for a year) cus it's way more affordable and I'd only have to come at least once a month to make it worth it. Also super important and concerning, someone's credit card info had been saved onto the tablet! 😱

Go karts are fun, but people don't understand its not bumper cars so be prepared to get hit hard. When you get back and park, don't get out until everyone is back cus I watched as some people slammed into others from behind the seats. super dangerous.

The Spin zone Bumper area was ROUGH and hurts your back, child and adults. It moves on it's own so be prepared for that as well.

No toddler areas for kids that I've seen at other locations. The tube playground is the only area specificly designated for younger children. Disappointed with how small it was, but the young kids seem to enjoy it. I think there are areas that it could have been placed instead and been made bigger. The area gets crowded with lockers and Go karts right next to it.

Trampoline area is a lot smaller than other Urban airs, but that's to be expected with lots of extra areas in this one. Staff was super strick about 1 person per trampoline, but most of the time kids just run all over the place and no one says anything to them and they definitely became way more relaxed about rules as it got crowded.

The battle beam area is kinda a wasted space in my opinion. Its a huge space and behind it has another jump space that was closed (?). The padded piece you're supposed to use to hit each other is too heavy for most of the kids, so we watched a ton of kids just jumping into the pit instead.

Ninja Area is pretty strict with people going only a specific way so my kids weren't comfortable with that restriction.

Wipeout was popular but kinda hidden in the back corner behind the Battle beam area.

Tons of party rooms available and has a second floor option as well which is kinda cool to watch from below. No elevator for second floor except a special wheelchair one, but strollers have to stay on first floor fyi if your planning a party.

Urban Cafe was quick and easy but I noticed it got VERY crowded in the later hrs. Lots of tables but in the evening most people were using the tables as their pit stop for their stuff so there was no tables available to actually eat at in the evening.

VR area was kinda fun. Thankfully I asked questions before hand otherwise I wouldn't have known what to do at all. No instructions are given or told before you're put into the space. They put the glasses on you and direct you into the room without instructions on what you're doing in the game or what not.

Slam dunk area and Dodgeball got crowded with older kids.

The huge slide in the back needs to be monitored way more. Big kids who shouldn't be on it are pushing kids. They have staff watching other areas, but not here and it's too maybe big kids in an area.

Music isn't as loud as it was this summer. THANK GOODNESS.

No cubbies for shoes which I think is a better option than lockers.

Over all, Children had a lot of fun and I highly suggest coming when they first open. It's not as busy or crowded. Not as...