Urban Air Trampoline and Adventure Park — Attraction in Lake Ridge

Terrible experience. Would not go again. My family and I got there and asked the girl at the front what was included in the deluxe package since we have never been here and we don’t know what anything means. She simply pointed to a sign without elaborating. Sorry I don’t know what the warrior course and runway are that’s kinda why I asked you to explain. After we got tickets I asked the girl where we can put our things. Her response was “I think there’s some cubbies over there and a locker there” and pointed in a vague direction. I asked if I had to pay for either and she said she didn’t know. Once we started playing on the trampolines, we noticed a bunch of staff were just standing in a circle doing absolutely nothing and children were doing all sorts of things they shouldn’t be doing. On the obstacle course, my daughter went on one of the courses and right behind her another child got in, disrupting her turn. When she got to the end of the course and was about to finish, a child got in from the exit and started playing on the course, blocking her way. Mind you, there was like five or six workers standing in front of the exit who could have told these children to wait their turn and not go form the exit, but they were just too busy in their conversations to care. Later, I approached a worker to ask about what else was included in the deluxe pass besides the trampolines. She simply replied “nothing” and turned back to her friends. I later found out that there was a playground we could have taken my daughter to, one she was actually asking me about, but I couldn’t take her because I was told it wasn’t included in our package when it was. Also, half the attractions were closed. There was no dodgeballs in the dodgeball pit so it was just a bunch of trampolines. My son was very excited for this and was so disappointed. The wipeout game was also down. I mean what am I paying for? The staff at the cafe were helpful, but had attitudes and looked annoyed the entire time. Understandable when you’re dealing with kids all day but seriously. If you hate this so much get a new job. Don’t pass your attitude onto me. The trampolines were fun until it got busy later in the day and since staff doesn’t do their job, kinds were jumping on each other, climbing on equipment already being used by other kids, and disrupting other people’s experiences. I had fun for a short time but it was quickly ruined by the staffs rudeness and lack...

First off, I'll give credit where it is due: my kid and her three friends had a great time for her 12th birthday. Unfortunately, my daughter dropped her phone under the trampoline and this is where the poor experience started.

We waited as told until close of business as a certain manager could access the area where the phone was. No problem, our fault so we'll wait. After waiting until closing, we were told that the manager won't be able to get it tonight as he wasn't around. Fine, not the end of the world, we'll call back the next day.

We called back to get an update and got basically the same message: Tyler (manager) can only access it and we'll have him call you. Waited patiently for another day. Turns out, no return call and they blocked our number. We tried from another number. Called and spoke with another manager--same story. Tyler will get it and call us.

Waited another day. Called back only to see our new number was blocked.

Six days later and two emails to corporate and still no calls from Tyler. They could not and would not return our call. This whole time, we are seeing the phone as we are able to track it in real time. We see it was moved and even charged. We figured at this point it was probably going to be stolen so we went the next day with the plan on filing a report with the county police. Lo and behold: they had the phone in a cabinet.

Not a single call, email, nothing. Abysmal customer service from all around. Never again will we use Urban Air for anything. They had EVERY opportunity to show just a bit of empathy and or assistance but failed each time. We spent A LOT of money but will never spend another dime there.

update We met with Tyler who offered a sincere apology and made fair amends. Tyler was professional and genuinely cared and took ownership of the situation. It means a lot when someone owns up to it and...

Honestly this place is a scam and their staff is super unprofessional. And no I’m not just an upset customer, I am genuinely being real about everything I am about to say . This is my very first review I have ever written on anything because even if I have had an horrible experience I would never take time to write about how horrible service was , I just wouldn’t go there anymore ….so this means I mean everything I am about to say .

Staff isn’t welcoming at all and I promise they all look like they’re under the age of 18. You may find an older person not past 30 working as a manager or an older lady sweeping the floors .

I truly understand safety is first , but I never knew there had to only be one person on a trampoline that looks like can take up to about 2-3 people at once . It’s like everywhere we went we were asked to wait our turn and it wasn’t even busy or crowded .

There is very young people I would say all High-school students that are monitoring the activities that looked like needed someone a bit older to supervise .

Majority of the young staff almost all of them were on their phones and were also playing the basketball trampoline activities along with playing on the equipment they are technically supposed to be supervising the children play on. It really just look likes everyone is doing whatever they want as staff.

This place is really horrible , honestly it just seems like the owner/ CEO/ whatever you have you is just not a serious person because this is not the first urban air i have been too that aren’t serious and very unprofessional. The other one I went to a kid got lost & kidnapped , thank God he was safely found . I will no longer give my money to a place like this horrible place and hope they get...