Urban Air Trampoline and Adventure Park — Attraction in Lawton

**Update to the response: That was not communicated to us, they didn't even explain that to us or give us a print out of the receipt. The woman kept having attitude and then they banned us because we wouldn't provide a tip. We were polite and understanding through the party despite the issues but somehow we get treated like this.

Do not book a party at this place. It started out as a great day as we had booked a party in advance. The first encounter we had involved their managers not communicating our 6 pizza order which we had verified by email and phone calls of the changes they should have been notified of. We accepted that the pizza order was wrong and told them it would be ok without issue. Even though this cut our table time behind we still went to check out only to find out that their wifi was down, but we said it was OK and we would come back later and went on our way to enjoy watching the kids have fun. We went back some time later to attempt to check out again to find out they had lost us in their system because they thought we left and couldn't pull up our remaining balance so the woman with initials M. S. had to communicate by text with her boss. She asked us some questions about how our visit was and if we would like to leave a tip and said it's not required but we have to ask, we said yes 15%. Just for clarification, the final remaining balance for the party package we booked BEFORE the tip was $369.36 including the 6 Pizzas. I'm no math wizard, but 15% of that is $55.40, bringing the final total to $424.76. As I'm calculating that up, she tells me that her boss is saying we owe $433 and some change, again despite all of my emails showing my final balance. Nevermind the fact that we didn't reach the 10 max jumpers, we only had 7, and we didn't require a cleaning fee nor did we have any other add ons, but we did buy stuff from the concession separate from the party booking. They would not listen and kept insisting to overcharge us. I told them that our hostess was great, but we decided to decline the tip based on the sole fact they were trying to overcharge us even though we were in the right and presenting the remaining balance email even when they couldn't provide a hard copy or digital copy of how they came up with their numbers. She proceeded to pay us out and after they got the money out of us, she said, and I quote, "After today, you will no longer be able to book parties with us". I said, "Are you serious? Why?" To which she said, "Because you refused to leave a tip". I told her I had absolutely no problem leaving her a tip, and that our grievance wasn't with the hostess, it was with management blatantly overcharging us. We don't do big parties like this often at all, but we will be more than happy to take our business somewhere else. On a side note, make sure you make them triple check the harnesses on your kids, they only latched 1 carabiner on my son and the other was left swinging around, safety is not in...

If I could rate it 0 stars I would. Never had there been a better example of what supposed management shouldn't be. I witnessed the "manager" be extremely rude to a family of four for seemingly a misunderstanding. On all attractions there a signs posted to make it clear about the height minimums and maximums and the signs are clearly posted in direct area with the attractions. However there is one attraction, a climbing mountain of some sort, where the sign is no where near it but rather posted on a wall near the bathrooms. A woman and her three children (seemingly young teebs) were climbing the mountain (later staring they didn't realize the height limit was there.) the boy is quite tall but I saw him and his sisters waited until all younger children were gone before using any of the attractions and it goes for this one too. While there a lady wearing a black shirt and ripped jeans with short black hair (I believe her name was Amber) was standing and playing on her phone. Not really doing much. Most everyone figured she was another parent and ignored her while the teens went to climb the mountain. Only then did the lady look up in which she then screamed at the boy and startled all of us. She accused him of disrespectfully ignoring the rules and claimed she already told them once about the height limit. Nobody witnessed them. The boy and his siblings immediately apologized and got down and they all turned to leave without a word. The mother, who was watching, politely asked the manager to "please not talk to her child that way" in which the "manager" responded by saying "im the boss, I'll do whatever the hell I want". Terrible customer service. The mother repeated her statement and the manager doubled down so she asked for her name so she could report her to higher ups and the "manager" refused saying she didn't have to give her name despite the mom explaining she wanted to report her for being disrespectful and inappropriate, especially in front of children. This is when the manager tried to kick her out and the mom said she'd like a refund first as we paid almost $80 and barely got an hour. The manager said no because the children weren't following the rules and one of the female teenagers. explained they didn't see the sign, the manager then held her hand up in her daughter's face and told her to "shut up". The woman grew irritate as is natural when defending her child and this is when the manager called the police and threatened to have not only the woman arrested, but the children as well even though they children had remained silent aside from a few comments to each other. The police arrived and deescalated the situation, the family had to leave seemingly without a refund and the woman continued to make snide remarks to her employees as they left. Awful customer service as seems common with this establishment. The woman was revealed to be the daughter of the owners, I can only assume that's where her entitled...

Came here for my daughter's birthday in April. Didn't buy the package since most of our party was adults. We used gift cards that we had bought from Sam's Club (like we had done back in September). They swiped our cards to pay for our entry and I went straight back to concessions to order the pizzas. The young man, Elijah, swiped our cards over and over. Said that the funds just disappeared. The manager came over and swiped them again, telling us there was nothing on the cards. I said I know, he swiped it and said it disappeared... she said there was nothing she could do. They wouldn't make our pizzas and I needed to go to the front to tell them what had happened. It was an ongoing fiasco for hours (your only guaranteed 2 hours to jump). After an hour my family was hungry and we just had to repurchase the pizzas (that took another 45 min to come out). Then we watched this happen to another customer!! They refunded her because her giftcards came from urban air and not Sam's even though they were both "urban air" gifts cards. Their exanation was that they could trace the funds BUT I could trace the funds too and showed on the app where they took the money and time they took it! That didn't matter to them. While my husband was calmly dealing with the manager (better him than me) the security guard got irritated with him and told him he was gonna ask him to leave. When he explained there wasn't any reason for that, since he was patiently trying to get a problem resolved the guard stepped closer. That's when he asked for his badge number. Guard started shaking so my husband backed away and called the police. Police were very helpful, listened to both sides of the stories, agreed we should get our giftcard money back but admitted he couldn't force them to do it. Back to square one. I could dispute this with my credit card company but Sam's delivered. Urban Air management claims they were out of contract for 2 years before they sold them to us... I had used them successfully within the year and they accepted them for my admission that day. As far as I'm concerned this place stole $150 from my family... We had a security guard harass us, had a very difficult time enjoying our daughter's special day with our family. I've emailed the general manager, Amber Teel and she offered apologies... but...