Urban Air Trampoline and Adventure Park — Attraction in Lake Jackson

Where to start... Signed up for membership. I have 2 kids. 1 has a birthday in june the other in september. The membership includes a birthday party with "10 guests". We thought that was a good deal. First party went ok. Took them 15 minutes to get us to our table and get going, but other than that good. For the september party, i signed up in person for the party over a month in advance. My wife confirmed the party the week of with corporate. We show up with our guests 10 minutes early on the day of the party. They don't have a record of the party. Then we are told our memberships don't count on the day of the party. We can either check in as members and they won't let us sit at our own kids party or we can sign in as one of our 10 guests. Well based on the june birthday and the vague language on the website when i signed up, we were not expecting to be counted as our own party guests because we have memberships. So, if you are a member, and you want to participate in your own party, you can't - as a member. But, they will let you participate as one of your "10 guests". Of course, this is not how the june birthday was run, nor was it mentioned when i specifically asked about it before signing up as a member. Nor was it mentioned when i signed up for the september party. So, my kid is having to play without me. She cried. It took till 11:30 - 40 minutes for them to get everything sorted out. The assistant manager, Taylor, was absolutely no help. She continued to tell me what the "policy" was. Even though the policy had changed on the website and hadn't been mentioned at any point of contact since. She kept telling me how it is a "free" birthday party. I reminded her I'm paying $90 a month. Which I'm happy to do - if you honor your original agreement - if I can use my membership. But, instead I was threatened ("if you check in as a member you can't sit at your kid's table" - where the party was happening), bullied ("who did you talk to? Because I'm the assistant manager...") and humiliated in front of the entire front desk staff, other customers, my kids and our guests. I never raised my voice, I never used one cuss word. I kept my cool and the most I threatened is a call to corporate... which I will make Monday when they are open. One bright spot, the party host, Abigail, was very friendly and tried to make up for the negative experience we were having. I'm sure my kid and her friends will have a great time playing and forget that a quarter of their time was spent waiting for the management to get their act together....

RUNWAY TUMBLE TRACK allowed use NOT AS ADVERTISED for location!!!!!!! Teen/experienced tumbler went to this location w 2 friends for the main purpose of using the tumble track (had to buy platinum pass!) to practice flips/routine as advertised on Urban Air’s website, then check out the other attractions to cool down/relax. This trip was way out of town for us, so a day trip. One flipped once on the tumble track & was instantly called out & told “NO! STOP! NO FLIPS allowed!” And not allowed to do what the website advertises as the tumble track’s purpose and use!! Kids were only allowed to run down the track or hop. Absolutely infuriating! UA’s website says “Calling all gymnasts, dancers, cheerleaders, and aspiring ninjas: it’s tumble time! Jump, twist, and flip your way down The Runway!…Great for the adventurers who want to put in a little extra practice before their next competition, or for the youngest of our visitors to try out tumbling before committing to a team. Practice everything in your exciting routine, from simple tumbling to back handsprings in this safe, indoor space separated from the rest of the trampoline park…You can practice new moves and help your body learn the motions all with a safe landing. Jump, fall, and spring back up to try again. So, when you finally do go for the gold, you’ll look like a pro. Yeah, it’s as cool as it sounds.”

So absurd, absolutely frustrating, nonsensical. Wouldn’t have made the trek over there & paid over $100 to get in if we had known. Urban Air needs to update their website or notify people before they pay, especially for teens, that flips are not allowed. It is false advertising. C’mon! We have already signed the waiver & know the risks…let the tumblers do what company advertising says!🤦‍♀️

Besides that huge 1 star fiasco…staff nice; seemed like an ok place for elementary aged kids to just “play” in general; harnesses attractions looked slow, but fun/creative; bathroom was clean; it was overrun w little kids, so harder for older kids to have room to play. I’m too irritated w paying platinum for 3 teens to not be able to use the Runway Tumble Track as advertised to ever go back for...

Really is unfortunate that out of the few places locally available it is so mismanaged. We pay for a membership and due to the fine print get none of the benefits promised in the membership. The place is falling apart almost every safety net is torn at the bottom duct tape patches in places on equipment and half the attractions are missing components. We pay for the top membership offered and yet every time we go my son can’t access the attractions that come with it because either they are shut down no workers are working the station or they prioritize birthday party’s and look I’m not a grinch but seriously every time we go he gets told sorry but we have an event and you will have to come back another time to do laser tag or what ever else because the event even when he is first in line like let the kid play with them geez also the worker snapped at my kid when he asked very nicely excuses me may I please play? Until she noticed I was right there with him and turned on her customer service face wtf??. I asked the 16 year old “manager” why is it that the website says my membership offers discounts on my son to bring a friend to play and cafe discounts but once at the location it’s never honored she explained that I can call a 1-800 number to ask those questions and if I’d like to I could cancel the membership? The place is like 85 degrees every time we go which is wild kids are playing hard on the torn trampolines and duct taped equipment at least cool the place. Also out of frustration and principal of the discount not being upheld at the cafe I told my son just get a drink from the water fountain before we go find something else to do like the movies. The water fountain has one stuck button that didn’t work and then when he try’s the other button it literally just fell off the machine. The safety concerns alone should get this place shut down let alone the lack of accountability and actually managing a facility people pay money to visit with fraudulent promises and practices. Absolutely fed up with corporations taking money not delivering and all you get is some kid shrugging their shoulders saying it is...