Urban Air Trampoline and Adventure Park — Attraction in Jasmine Estates

WORST EXPERIENCE! DO NOT SPEND YOUR HARD EARNED MONEY HERE! I booked my daughter’s birthday here thinking it will be great and assumed that the staff were also great considering that this company really markets that it’s a great place for kids and families. Especially for birthday parties. I called asking about any fees or accommodations two weeks in advance to bring in outside food due to multiple kids and adults invited to the party that had food allergies. I left atleast 4 messages and never heard back from the manager until I reached a different “party organizer” who somehow got ahold of her and told her to call me. It took over a week to get a response and at this point it was 3 days before the party. When I finally got “Annie” on the phone she was incredibly rude and said there are no accommodations because “that wouldn’t be fair to the other parties who can’t bring platters” but I was allowed to bring individual meals for these people.

I feel as though that excluding children who already feel left out and different even for something as small as chicken vs. pizza is still damaging and easy to avoid. I was willing to pay a fee to be able to bring in outside food on top of still ordering the pizza for the party that was made in-house. It would have been a win win for everyone. Even after this I was optimistic since I was still concerned at the time about the impending hurricanes arrival and just didn’t want to have to cancel my kids party. The day before the party Annie calls me and leaves me a voicemail saying she got my message (one of the many from previous days). She didn’t realize that she already spoke to me. It’s obvious that organizing wasn’t her strong suit.

The day of the party when we arrive we came in and the young ladies at the front desk were just very rude, very short responses and gave dirty looks when you asked or said anything. We got settled into the room and guests started to arrive. The party attendant asked how many pitchers I wanted for drinks and I asked if she could just bring 2 pitchers of water since we had a water bottles already. (Keep following the end it will make sense) My best friend grabbed me coffee on the way but I came to find out as she got there that we “were not allowed to bring in a drink passed the front doors”. It was a Starbucks cup of coffee so we had to go outside and leave them in the car to melt. They allow alcohol to be purchased but we can’t have a coffee. Party went fine except one of the kids that was with us was told many times she couldn’t go into the area because she was just barely over the height limit. She is 8 years old and a kind not aggressive child. It was dramatic and upsetting for her to watch her friends play without her. The teenage kid that told her no was rude and went out of his way to tell her she needed to stay out. Party is close to over and I’m escorted to get checked out to pay. I then found out that they charged me 30$ for tap water. That’s right tap water. 2 pitchers of tap water and 1 pitcher of ice. They then explained that it was their policy. Their “policies” are horrible and they don’t explain anything until you’re already liable. As a single parent and a teacher I was floored by the continuous exploitation and disrespect that I received for a placed “designed for kids and their families” to allegedly have a great experience. No one and I mean no one should save to spend their money here ever. They could care less about you, your kids or your experience. It’s all about money and they are filled with attitudes. They have no sympathy and will make excuses for everything. I will continue to tell everyone I know to not go here or book a party here. My best friend who was at this party had plans to book one herself for her kid two weeks after ours but she changed her mind immediately after being there to experience all of that garbage. I had people not be able to come due lack of food allergies accommodations. Shame on whoever came up with these insane “policies”. This place is supposed to be for children....

We held my daughter Alanis' 6th birthday party at the N.P.R location and while the kids had a good time, I was not too pleased with how unprepared the facility was for my event booked over a month in advance. I arrived between 143-148PM LATEST (as I was told to per Melissa because I should of had 15 minutes to decorate my suite) and the girl at the front could not find my party whatsoever so I stood up there, as my guest were arriving, for a good 10 minutes just waiting for them to find my party. At 2pm, my party start time, the girl at the front (Sarah?) finally tells us we can go upstairs to the suite and upon arriving to the suite, nothing was in place. Lights were off, my daughters info hadn't even been put up and they did not have our party host ready for us. So we again stood in front of a dark room and waited for Melissa to be called as I demanded the other staff member do because at this point, I have not setup and the majority of my guests have arrived and its passed 2pm still standing in front of a dark suite with all decorations in hand. Melissa runs in really quick and runs right back out after writing my daughters name on the board but still no party host. I setup super quick (with it being about 2:10pm already ATLEAST) and wait on our party host who finally made his way up to only find out all the socks for the kids were not available in our room. He had to run in and out TWICE to grab socks for the kids since there we 15 kids and majority were 6 an under. After the kids got situated I sent them all down to play with parents so I could get the cake table finalized because it was just overall hectic and unorganized for that first 30+ mins (starting from my arrival time to the facility). Our party host then offers to extend the suite time for another hour for $150. I mean, this was not even a serious question to me being that it wasn't until 230pm that the kids got downstairs to play due to the facilitys un organization! I told him to go get Melissa because she absolutely owed us time in our suite for not being prepared AT ALL. He comes back and says, per Melissa you are allowed an extra 15 minutes for the inconvenience. At this point, I'm very upset because I did not just lose 15 minutes of my PAID for time, I lost my 15 minutes of decorating BEFORE guest arrived, and a whole other 20-25 minutes, at a minimum, just waiting on a suite and socks to be accommodated for us. The kids had a blast but even my daughter said "mom that was so fast" because technically they had an hour of play time being we did food from 3-30pm. I explained all of this to my party host and during my checkout to Melissa who is supposed to be the event manager and all she did was try and correct me by stating that the waivers were signed at 1:58pm so we were taken to our suite at the appropriate time, which is a lie. I told her she could even have camera records pulled to see how long it took for us to get upstairs to no suite readily available and then the whole socks issue. She again, spoke over me completely trying to cover the fact that she knew I was not stating incorrect information, my party was simply not prepared for until I got there. While we love urban air for a Saturday family day, I would not ever host a party again. For $600+ I'm sure we can get a more organized facility to have things ready for us. That's a lot of money to spend for a "hassle free" birthday party and not even have socks ready when I called that Thursday before my party on 04/17/21 to make sure they had the exact number of kids and pizza order,etc. I actually spoke directly with Melissa on Thursday as a matter of fact and she even recalled that conversation so I was mind blown to show up and have to still state what I needed done. My daughter enjoyed having her family and friends together on her special day, however, I do wish things went a lot smoother and hassle free...

Not only did 3 different staff members touch my two year old child, but when I asked for the GM, Frank was very rude and disrespectful. I told him as a certified teacher, we are not allowed to touch our students so what makes them think they can touch our children. Frank(GM) proceeded to tell me that I am comparing apples to oranges because their job is to keep kids safe not educate so they are allowed to touch children. Staff grabbed at my two year old to stop him from running, as well as tried to pull him out of the ball pit by one arm for “cutting in line”. However, I was standing two steps behind him every step of the way so their actions were quickly interrupted. DO NOT TOUCH PEOPLE’S CHILDREN EVER! It’s unacceptable.

As I explained my issue to Frank and asked for corporate’s number, he threatened to call the police on me to have me escorted out if I was not willing to have my two year old follow the “rules”. Then after he handed me the phone number posted online and not to corporate, he proceeded to say that if I was so unhappy with their customer service that maybe it should be my last time visiting. It will be!

The cleaning staff did nothing but stand around, and leave their cart unattended. My two year old tried grabbing their unattended cleaning supplies on numerous occasions. However, because I was two steps behind him, I was able to stop him from grabbing the cleaning solutions.

On the other hand, we were there for a birthday party. They made the party mom pay the second half of her bill while her son was opening gifts. She asked if she could wait until they were done with gifts and they were adamant that she needed to pay right then and there, even though she’d already paid her deposit. So she missed her son opening his gifts. Then she came back so upset because Maheena, the party manager was not satisfied with the tip she left for the party assistant. The party total was over $500 and Maheena expected a $100 tip. When the party mom said no that she would only tip for the food portion, Maheena grew extremely disrespectful.

We’ve been here before and never has it been so miserable. My two year old has often played in the ball pit warrior course before so that’s all he wanted to go back to do, yet this time they said he was too little(obviously I was in there with him). My son is 40 inches tall, the height requirement for the ball pit warrior course is 41 inches. Yet the height requirement for the bumper cars is 36 inches, but he’s too young to understand how to operate those. My 8 and 10 year old daughters were not allowed to accompany my 2 year old through the playground tubes because they were too tall, but I as a grown adult was able to. The rules they put in place make no sense and take away from the “full park experience” that was paid for and we will not be returning. Currently waiting on a callback...