Urban Air Trampoline and Adventure Park — Attraction in Katy

I chose to purchase a $189.00+ membership based on being told that my membership could be used at any urban air location and that we would get a discount on snacks. We were not told that the hours would be changing to not open until 4:00 p.m. We only learned this when I attempted to take my special needs grandson one other time after purchasing our membership. We drive to the Katy location and he was so excited, only to find out they change their hours from being open early to late to not opening until 4:00. We arrived around 10:30 a.m. We were both so disappointed. Not wanting to let him down, I had to take the toll road to another Urban Air off of 290 that WAS open. When I told them I had a membership, they informed me that they are not able to be used at any other location than the one we purchased it at. Needless to say, I was blown away and very unhappy. When I told them my dilemma, I was told I would need to call corporate. After spending close to $200 for a membership, I then had to purchase an additional ticket and food (with no discount) at this location. At this point, they also told my that there are no refunds on memberships, unless corporate authorized it. I have attempted to reach corporate countless times only to get a auto-generated message that states "The next available agent will contact me the same day". I have yet to get a call back from anyone. I ultimately spoke to a very nice lady who took my information and assured me one of the Managers would definitely call me back that day. No one to date has returned my call. I have never seen such unresponsive management in my 64 years on this planet. A no refund policy should have been my first clue the type of people that were heading up this company. To do this to a little boy on the autism spectrum is so heartless. I will continue my fight to get this matter rectified. Hopefully someone in management may read this and contact me...

On my daughter's birthday, we experienced an incredibly disappointing and upsetting incident at your katy branch. We have been loyal members for nearly a year and booked a room specifically for her birthday celebration, referencing reservation # 466918 for confirmation. Unfortunately, one of your staff members, who identified himself as Kyle though lacked any badge identification, displayed unprofessional and disrespectful behavior towards our family. Despite our small, 10-pound dog being securely contained within a bag and causing delay in take her out, Mr. Kyle chose to confront me loudly in front of my daughter's guests. He demanded we leave the premises and dismissed our concerns, stating he was unconcerned about our feedback. This upsetting situation made my daughter cry on her birthday, casting a shadow over the entire celebration.

When I requested to speak with the manager, Mr. Kyle surprisingly claimed to be the manager himself. This raises serious concerns about Urban Air's leadership and commitment to customer satisfaction, particularly in entrusting such a crucial role to someone who demonstrated a complete disregard for our well-being and the celebratory nature of our visit.

Having visited Urban Air locations in other cities, I have never encountered such rude and inconsiderate treatment. I strongly urge you to re-evaluate your staff training to prioritize customer respect, empathy, and understanding, especially when children are involved. No family should be subjected to the emotional distress we endured on what should have been a joyful occasion.

My suggestion to other families is to carefully consider alternative venues for celebrations, while I encourage the Urban Air team to take immediate steps to address the concerning lack of professionalism and customer care displayed by Mr. Kyle and the inadequate management response.

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

Had my son's birthday party here for the 2nd time since they did amazing the first time. But this time I was disappointment not with my party host or party but with other people that worked there. For one we went to order some drinks and snacks from the concessions and after waiting 20 minutes in line we finally got to order. I didn't mind the wait since it was very busy today but the girl helping us had a very rude attitude and just seemed annoyed from the beginning but we didn't say anything about it at first and let it go. After ordering our drinks she kept asking us what we got and what flavor for the drinks getting more upset because she kept forgetting a drink or something else we had order even tho she had the receipt in her hand and kept referring to it. She then started slamming our drinks on the counter to where one of our icee had spilled on the counter because of how hard she was slamming things and giving it to us. My mom finally had asked her if she really just did that. She proceeded to tell her she needs to lose the attitude and calm down and shouldn't be working in customer service if she didn't like it and would continue to treat customers this way for no reason. Not only did this happen but my sister who is 18 who tends to has seizures from time to time but not very often, wanted to try and do the zip line but once she got attach to the equipment she got very dizzy from the height and told the worker to deattach her and told him she didn't want to do it anymore. He told her no and told her to do it still anyways. She then repeated to be deattached her because she felt dizzy and felt like she was gonna pass out. He continued to argue with her to the point where they started cursing at each other back and forth because he didn't want to let her get off. This is very sad and would not recommend...