Urban Air Trampoline and Adventure Park — Attraction in Jacksonville

My wife and I brought her niece and nephew here to have a fun afternoon together. The park itself is great and hand a ton of potential. Many unique and fun attractions to choose from that kept the kids entertained for hours. Self check-in didn't work at all as the tablets were all having problems. Annoying, but not a big deal. Where this place really failed miserably was the staff. The place is run by a bunch of people not much older than the kids coming to the place. They were dismissive and rude throughout the majority of our time here.

One group of staff members were too busy playing around and goofing off with each other to pay attention to any kids/attractions, and ultimately ended up running into our niece and almost knocked her over.

The cafe staff members were horrible. We placed an order for a full pizza and four fountain drinks and it took over an hour to get everything despite us placing an order with no other customers around at the time. Starting out, we were given a buzzer and told it would be ready shortly. After 20 minutes, nothing. My wife approached the counter to inquire about how much longer it would be, and was told they didn't even know what we ordered or what happened to it. We waited another 20 minutes, at which time we were told they would speak to their manager and find out what was going on. 15 more minutes later, we gave up as the kids were wanting to go play more instead of sitting at a table with no food/drinks. My wife returned to the counter again after 5 minutes, was finally given a pizza, but no drinks. She returned a final time and was given drinks. The only consolation to all of this was that the cafe staff members completely forgot to even run my card, so the food and drinks came out to be free.

One attraction was broken, but there was no indication of this. No signs saying it was broken and the entry was wide open. We only found out it was broken after asking a staff member how to use it and being told it's been broken the entire time he's worked here.

The only saving grace was the one staff member who told us about the broken attraction. He was extremely friendly and helpful, and was also fun and involved with the kids on another attraction. If more of the staff members took after this person, the place would be much better.

Ultimately, the downfall of this place is the staff. If you can manage to come here and avoid them entirely, you'll have a pretty good time. Otherwise, it's better to just take your money to one of the various other adventure parks in the area. Somebody needs to step up and fix the horrible staff, or have some managers who know anything about customer service out on the floor monitoring their staff's...

Let’s start with the party decorations…I called to confirm that I could drop the items off to have a themed party multiple Times and no one answered the phone at urban air. So I just headed there since I was told previously that I could bring everything that morning. I then had to stand in the line to drop the items off followed by the young lady at the desk went to consult the party host which was another wait. She came back got the items from me and I left and had to rush home. I ended up arriving late for the party by 15 minutes because of the extended period that i spent dropping items off that I didn’t anticipate taking nearly 30 minutes. I live about 30 miles away from the location. So when I returned with my son at that time I see my items in the same place. That they were left when I brought them earlier. Then the I asked the young lady if they knew the stuff was there for set up and she said yes. So I grabbed the stuff went back to the party room and it was in decorated with my guest there and no party host. She finally came in and I asked her if they told her about the themed plates and decor and she said yes but when she got here someone else had already decorated it. So I looked puzzled so then my guests and I started decorating the room without her assistance. She did tape down the party banner/ sign that’s it. Even when it came to serving the pizzas sat a while before she called for the kids to eat, therefore they were lukewarm upon serving. Also, I served the pizza to the kids and my mom and I cut and served the cake as well. I say this to say…if I wanted to host a party yesterday I would’ve done so at home. This was the worst party experience that I’ve had and I have 2 children. The party was nearly $400 and my guests, family and myself worked to hard at hosting where the host was actually paid. I’d discourage anyone from having a party at Urban air.

Update: I see that I received a reply to the review. Yes that was offered but not utilized because the park was so chaotic and overcrowded. We left. That doesn’t make up for poor customer service additionally, I took the guest survey which was honest and received a very unprofessional e-mail from the assistant manager that was insulting and accusatory and also painted a false picture of what in her opinion occurred versus what really occurred. I completed the survey and this review based on what happened not what you all did to try to compensate me when...

About a week and a half ago, we went to this location and as soon as my grandson jumped in the first station with huge blocks, he got a big earring stuck on his foot, mind you at that moment and until it was removed we didn’t know what it was. We had several employees call the manager, a short and kind of heavy African American lady, as she refused to give me her name and it took her a while to arrive . I went to the front desk while waiting for her and I told the girl in the front that I was gonna call 911. By the time she came, my granddaughter had removed the earring from his foot , which I wasn’t too happy about, but she did it while I went to the front desk because her brother was in pain . Once the manager came she brought a band-aid and that was it! No alcohol, nothing else. My daughter in law, the parent , asked me to FaceTime her and show her the earring and the manager said: Oh! I threw it in the trash and once I started picking thru the trash she didn’t even offer to have someone help me doing that, as the Mom obviously wanted to see if the earring was She had asked me when she first got there, How did you pay? And I answered what do you mean and she said yeah you mentioned you paid when you all came in and I was like: Isn’t that what you’re supposed to do?? Like I was totally clueless. I went back to the manager, who left the scene while I was talking to my daughter in law on the phone and I asked her why did you ask me that question about paying ? And she answered me the same incongruent reply and then my grandson asked me for a slushy and she went: I can give him a slushy and I was like: is that all you can offer after this accident and she said that I was attacking her. I said to her listen I come here because I have money to pay, as a matter of fact I brought 3 kids $141.00 and not because I’m looking to benefit from what happened and she answered me very disrespectful: Me too! And I said I beg you pardon? And she said I come here too and bring my kids because I have money too???????? My last reply to her was: What is your name? And she gave me a mocking face and put both her arms up and left on my face!! I called corporate twice the very next Monday and as of today , NO ONE from this company has cared to call me back and at least apologize. It’s the principle!!! We will never be back as it is not a safe place and it is run by very unreliable...