Urban Air Trampoline and Adventure Park — Attraction in Littleton

I’m just going to post the email I sent to management after a bad experience with a party there. I waited 2 MONTHS before posting a review for a response and didn’t even get acknowledged, so this is it.

Hello,

I wanted to provide feedback on a birthday party We held with one other family at your location yesterday (9/15/19). We booked our party online with a time slot at 10 am. We used your stock invitations and had parents fill out the online waivers. We paid for half up front to secure. We never received a phone call or any type of confirmation or check-in regarding our event, so no asking about final guest counts or food. We arrived at 9:30 to set up for the party in the room we booked, only to find out that the doors literally wouldn’t open until 10. So we sat, with cake and everything else, baking in the sun until 10:03 when they finally opened the doors. We were met by our party host, who told us to check in on the computers, which was very time consuming, considering we all thought the reason to fill the waivers out online was to save us from that hassle upon arrival. There were multiple parties happening at 10, so the lines to check everyone in didn’t allow us to get through the process until about 10:20. We then were allowed to put our things in the room, where by that time every guest had arrived and so there was zero allowance for set up and decoration. Because there was no confirmation of guest count, there weren’t enough socks, bracelets and set ups for our party. The host struggled to get our guests outfitted and so they didn’t hit the floors until about 10:35, for our 10am start time. The host then proceeded to spend the entire duration of the party hassling me about waivers, head counts, etc. we had a real dilemma when I invited one girl to our party, but since the family had the monthly passes, they came with all three daughters with the intention of playing during the party. The host then told me that ALL THREE girls were to be included in my guest count, even though only was was invited and already had the highest level membership- I was to pay an extra $75 for them to be in the building. I told her multiple times I was in no way going to pay for the other two little girls, and she kept leaving to speak to a manager and then coming back to talk to me about it. I also had to argue about not counting my 1 year old daughter as a guest at the party even though she participated in nothing, and even had her own bottle of milk to drink. The same went for my friends 3 year old, even though he also didn’t participate in anything and was held the whole time. So instead of enjoying my daughter’s party and taking pictures and enjoying the benefits listed on your website of “Unlike other kids’ birthday party places, we handle everything. From setup and hosting to entertainment and cleanup, we do the work so all you have to do is show up and have fun. “ I was completely stressed out and bothered the ENTIRE TIME. I even had other parents of guests come to me to say the host had been coming to hassle them about our party’s head counts and waivers, etc! Finally, at check out, we expressed our concerns to the cashier, who was much more understanding and apologetic and charged us accordingly. At which point did the manager get involved or check on us? NONE. No quality checks, no coming to speak with me even though the host clearly had gone to him multiple times with questions she didn’t know how to answer. I would think he would have gotten the hint and come to speak with us. But alas, nothing. My feedback is this: great adventure park. Lots of attractions. Luckily the children had a blast for the short duration of the party, since we got started 35 minutes late. Misinformed, unorganized, almost non-existent customer service. Definitely not worth the $585 we spent with you guys, plus the loss of money we spent on decorations we weren’t allowed time to put up. I’m very disappointed and would like to see this feedback assist in your company making necessary changes to ensure better party service...

It was very nice! I've been to all of the other jump zones and play places in Denver and this one was by far the best! The socks that you buy and can bring back next time is such a nice and safe touch. All of the machines, rides, and attractions were up and running. It was our first time here for a birthday party. The kids working the front were friendly and happy to help. They didn't know where our group was, they didn't have any of the names I gave them on the list, and didn't know what room they were in, but they let us look around to find them before we paid so that was very nice. They did try to help us find our group before letting us go look though. We were having a great time till I saw one of the employees standing near one of the trampoline stations and she seemed to be guarding something. Another employee came to help her clean that one section of the trampoline.I don't know what it was that they were cleaning up but they didn't have any rope or signs to show that that one trampolines was closed for cleaning to stay back..so I saw children not paying attention still jumping on that one and then transferring it to other sections of the trampoline..so hopefully no one gets sick.. another employee came so there was an employee watching and two other employees came with the paper towels and spray. In my opinion I would have liked to see the whole section of trampolines near that area shut down, roped off, or signs put up (like the yellow ones when they mop the floor) because kids were still jumping around her on the dirty one then jumping to the next one spreading whatever it was that the employees were cleaning up. They seemed to be trying to clean it up before anyone saw but I took my son to the opposite side to play and jump because I felt it was unsafe for him to be in that area.. I will definitely go back and other than that we had a blast and I felt like we got our moneys worth. Worse things have happened at daycare, McDonald's, and the swimming pool but you don't stop going there..the employees that I did interact with were friendly and seemed happy to be there and that they enjoyed their job. It was a blizzard outside and I was actually scared for the well being of the employees driving home after closing time. Hope everyone made it home safe..see you...

We had a really great time here regardless of the horrible prices and rude staff! BUT the reason I am giving a one star review is because when you purchase tickets online, they ask you if you want to sign up for the membership. There was no obvious warnings that the membership they were shoving in our faces cost anything (LET ALONE $40 A MONTH FOR TWO PEOPLE). We signed up, thinking it was a membership where we get emails and just have our names in the system so it would be easier for next time we go. When she showed up we had an amazing experience and still nobody said anything about what the membership really was to us when we walked in to sign in (not the staff’s fault, because maybe the system doesn’t tell them we are new to the system or anything). We received emails (as expected) about the park for about a month, but then a month later our card was charged $39.86 unexpectedly. I tried calling the store, then we contacted customer service just to get no answers and be sent off to the membership department. They said we will have to wait 3-7 days until we hear back, but based off of other reviews I’ve read, I highly doubt it will be even that “fast”. When you read the fine print at the bottom of the membership page it says “Initial membership period is 12 months. After the initial 12 month period has concluded, you may cancel at any time.” Meaning not only did they sign us up for the most expensive membership option they have without making it clear to the buyers, but they have also trapped us into a 12 month agreement too. We had enough money for a one time expensive “date”, not $40.00 a month for something we will never use again. If you are going here, be careful because they are sneaky and a ripoff, but if you can manage to ignore the rude staff and have fun with whoever you brought then you should...