Urban Air Trampoline and Adventure Park — Attraction in Jersey Village

Urgent Complaint Regarding Staff Conduct at Cypress (290/Hempstead HWY) Location

Dear Urban Air Management,

I am writing to express my extreme dissatisfaction with a recent incident that occurred at your Cypress (290/Hempstead HWY) location on June 30, 2024. My son participated in a youth group event hosted by Alpha Kappa Alpha Sorority, Inc. During the event, a serious incident transpired involving inappropriate language used by another group towards our children. The other group of partygoers called our children "slaves" during a game of dodgeball.

One of the children in our group promptly reported the details of the incident to the adults present in the party room. We then attempted to address the situation with your staff, specifically requesting to speak with the general manager, Melissa. The two managers, Xan and Melissa were walking together at the time and they were too busy to speak to us about the incident. Melissa dismissed our concerns by walking past us.

Unfortunately, our experience with Melissa was far from professional. She exhibited a dismissive and disrespectful attitude towards both my mother and another child from our group. Here are the specific details of her concerning behavior:

Rude and Dismissive Communication: When my mother and I attempted to explain the incident to Melissa, she was interrupted and denied the opportunity to fully express our concerns.

Intimidation of a Minor: Melissa singled out a young lady from our group, leaning into her face and pointing her finger in a manner that caused the child to feel nervous and intimidated.

Racial Bias: The most concerning aspect of this situation was the clear contrast in Melissa's demeanor towards the different groups involved. While she interacted with the children from the other party with respect and gentleness, she displayed a pattern of rudeness and intimidation when addressing our group of African American children.

Unwillingness to Take Accountability: Throughout our interaction, Melissa refused to accept responsibility for her actions or offer an apology to either my mother for her rudeness or the young lady for being wrongly accused and berated.

As a fellow event professional with over 18 years of experience in hospitality, I found Melissa's conduct to be completely unacceptable. Her lack of diplomacy, inability to manage a situation involving children, and apparent racial bias have no place in a customer service environment.

Furthermore, as a paying customer with a son who holds a season pass at a different Urban Air location, I am appalled by the disparity in treatment experienced by our group compared to the other party.

I urge you to take swift and appropriate action to address this situation. I expect a thorough investigation into Melissa's conduct and a formal response outlining the steps you will take to ensure such incidents never occur again.

Thank you for your time and attention to this...

UPDATE changed from 1 star to 4 - GM Lanitra called to apologize about the incident, explained the situation on behalf of her staff and offered us free passes. She was extremely kind and understanding and confirmed that the situation should’ve been handled differently. Y’all need to give this lady a raise bc that is how customer service should be done

We have come here for birthday parties in the past and the kids loved it. The place is huge, surprisingly very clean and the hosts were friendly from what I remember...

Tonight we came to participate in my child’s school’s “Spirit Night”. Everything was great as usual until my son wanted to try the new ropes course and the sky rider coaster. The staff working these courses were incredibly rude to the kids, they just seemed to not want to be there and it definitely showed in the way they interacted with the kids. When my child got scared on the ropes course the female staff member was very annoyed with helping him get back. When he finally mustered up the courage to ride the sky coaster he was told it was closed by another female staff member. Two minutes later she was allowing other children to ride the sky coaster, SO my son went back to get on. *Another mother that was observing along side me explained that she had spoken to the manager after her kids were told the ride was closed as well but threatened to get a refund, after all we all paid plenty of money to participate in ALL the activities Urban Air had to offer. * During this time the manager went up to the sky ride coaster while the female employee placed my son in the harness...out of nowhere another male staff member decides to tell my son the ride was closed AGAIN. He came down CRYING, telling me they weren’t allowing anymore kids on the ride. The manager did allow my son to ride the sky coaster but only after I gave him an earful on how poorly his staff treated my 6 yr old kid to tears. He apologized and explained one of their employees was sick and that they were not sufficiently staffed to continue the ride as a safety precaution. Regardless, this all could have been handled differently, maybe make an announcement that the ride is closed instead of having your staff rudely turn our kids away. Hire staff that understands that THEY ARE WORKING WITH KIDS. If they don’t treat the adults in that manner they sure as hell shouldn’t be treating the...

I really wish i could give this place a better review.. but i cant. 1 thing is that they aren’t going to check who is tall enough to get on what so you buy an ultimate pass thinking you can do it with them and the child cant even get on most attractions cause height. Definitely should let people know before paying all that money. My main problem was the trampolines. More then half of them are worn and torn. When you jump you sink in and its not bouncy because they’ve been jumped on so much and haven't changed the trampolines. And they don't care cause there not the one jumping. Its Very dangerous and you cant really jump. Mainly “The tumbling runway”, “the slam dunk zone”. I didn't see not ONE worker by any of the attractions whether they were jumping, playing dodgeball, at battle beam, or even the warrior course, no where watching anything. Mainly the workers were just kinda walking around talking to one another. also the the workers were kinda rude and a little ghetto when closing down. Which i get workers wanna go home exactly when they close at 9 on the dot but you don't have to be rude to kids about it. They’re kids. On top of the one of the attraction such as the sky rider. We literally had to wait 35+ min just to go because the workers were playing around talking and taking there time. We only have so much time to jump. On top of them letting kids under 48’ go on the bigger attraction. Also with the “warrior course”, the kids jumping all in it as if it were a FREE for all to jump around in and not following the rules from going to one side then the other. no worker to regulate them or anything the Entire time i was there. Very dangerous and is a major hazard if a child is hurt. I came here a year or so ago and i thought it be great but it seems to be getting worse the more kids they hire who don't care. I really cant imagine them properly cleaning this place either cause they don't care. Do better. Change the trampolines and Hire a new attentive staff who actually cares about the safety and well being of the children there. Cause this is unacceptable. As a manager of a facility i would NEVER. Please make changes. Its also not just this one location. Someone higher then just a manager like the OWNER needs to visit the facilities and you let me know if you would let ur child be there and play. Cause...