Urban Air Trampoline and Adventure Park — Attraction in Macon

Three and a half stars from me.(detailed review and suggestions follow:) Rating is mostly because the staff was courteous and understanding, even if they seemed to find themselves a bit under-prepared for their jobs. Many either seem afraid of any confrontation, or are or uninterested in doing their jobs. I even saw one on his phone instead of watching the zone he was in charge of; and due to a poor communications plan, two were forced to leave their posts to find management when asked.

Now for the rest of the review:

Was not hugely impressed when I brought my toddler in yesterday (Day 2, I think, of their opening weekend. The responses before this weekend are either fluff or they're not for this location.). Not because of the facility, but the apparent understaffing/training, and poor general planning.

The staff in the front didn't organize or direct anyone after taking temps but allowed people to just stand around trying to figure out what to do next. There was no clear line to follow, only small bunches of people standing around also trying to figure stuff out. The placement of the sign-in computers are out of view when you come in, and with nobody directing traffic, you simply don't notice them. Because of that, it took us 20-ish minutes to get paid and in. The reservation system on the website is either not enforced or doesn't work. I had begun the process at 9am, but by then only two evening reservations were available, so we walked in. The signage needs to be placed better, too. Height-limiter signs should be where the lines are, not directly next to the attractions where customers can't see them until they've already waited 20 mins in line. The "Watch Your Head" sign is off to the side, not facing climbers. It might as well not be there.

"Don't Climb the slides" signs don't do you much good when it's off to the side and at adult height. Planners seem to forget that this age group isn't likely to be able to read.

Staff was courteous but didn't seem like they were ready for a hostile parent insisting they get their way. I did discuss the signage issue with two members of staff, but in a way that I made it clear it was understandable why they have the rules, but where the signage is, is poorly planned. There needs to be someone staffed at the below 52" area, because the older kids try to climb the slides (slowest slides ever btw, even my two year old has to work to get down the double-side) and kids that are not supposed to be in there (over height limit) fly around with no accord to younger kids. My son was plowed over yesterday by larger kids in this way. The poor guy dealing with the zip-line line can't do both. They just don't have enough eyes.

Also whoever layed out the floorplan forgot that toddlers run to ball pits like moths to a lantern at night. To not have a toddler ball pit was an error in judgment. They also didn't think about lines except in the bumper car area, and even that is not adequate. The first thing you see upon walking into the main floor is the big line to the zip line that basically crosses the building and gets in the way of access to anything else.

One last thing: the main trampoline area didn't seem to have any staff either, and combine little kids who don't understand and big kids who don't care or don't see a little kid, and you have a problem.

Perhaps the place was simply overcrowded for it's intent, but the staff simply not prepared from my experience. I would suggest a radio/earpiece set up so any time a person has an issue they won't have to follow understaff (who is forced to leave their post) through the whole facility while they look for management.

At this point I'll go back to bringing my son to monkey Joe's because they have bouncing, slides and a place to climb through too; and I only have to pay for my...

Drove an hour and a half to bring my daughter and friends here for her birthday. I asked several employees multiple times if they were offering the special that I saw online. I was told yes, and one girl said it’s half off any package. After a very confusing back and forth to sign waivers I finally made it up to pay. It was noisy at checkout and I never received a receipt, but I just knew all was well after asking 3 different people about the deal including the girl that rang me up. 2 hours later I am looking through my phone and saw that they charged me double what it should be. When I brought it to their attention, I received eye rolls and complete denial of me asking about the special from the employees who just stated over and over their “no refund” policy. I asked for a manager, and the girl walked away to talk to the manager then came right back to me and told me that they can give me passes but no refund. Again, I asked for the manager and she first stated that she was the manager, and then pointed toward the actual manager. The manager then offered me a refund of one ticket. After the disrespect from the employees, who were standing off to the side rolling their eyes, and shaking their heads and talking under their breath about me…I was just ready to get out of there, so I agreed. Then the girl who first stated she was a manager proceeded to call the owner who then said to go get the other manager. This manager proceeded to tell me that I could no longer get a refund and he would give me passes to a place that I never intend to go back to. They were basic passes to boot. Do yourself a favor if you’re undecided as to WHICH urban air to go to. Avoid this one at all costs. I never once raised my voice, and I’m not even the type of person that sends a plate back, but right is right and they should have done the right thing to start with. The owner should have honored the first managers word. I’ve literally never been treated so poorly or had such a bad customer service experience in my life. On top of that, the bathrooms were disgusting. Half of the employees were walking around aimlessly, cutting up and chatting amongst each other. This place needs a serious...

Urban Air can be a great place when all the necessary steps are taken to remove mistakes. I booked a private room party to have my own host, but due to understaffing, I had to do most of the hosting. My host just popped in and out every now and again. I booked a Sunday party and it started with me being placed in a dirty room. The cleaner was there sweeping and disinfecting with myself and party goers. They fixed that issue by moving us to a different room where it was not prepared with the birthday runner or balloons, which was supposed to be included in the package. The next issue comes when I am asked if I wanted to order a fountain drink for my guests because it does not come in the package. I believe that is totally absurd! They did offer bottled watter in the package, but I thought drinks were automatic. How do you not get drinks with a birthday package. That was my fault for automatically assuming. But the crazy part is, after ordering my drinks and asking for the bottled water that was included, I still had to find my host to receive them. The kids had jumped for an hour and came back to the party room with nothing to drink in sight.. My party started at 3, therefore my pizza was supposed to be out by 4:30, well we didn't get pizza until after 5:15 and the guest were hungry. Once the pizza arrived, the kids are excited to finally eat. I open the pizza box and the pizza had not been cut. With much disappointment, they had to take the pizzas back to the kitchen to cut it. Oh! Not to mention, we didn't have utensils and had to go find some on our own... The go-karts went down for 30 min and my husband had to sit in the car and wait for them to correct the problem. That was upsetting because when you pay for 2 hours or have any time frame, you want your full time of play and no mishaps. They definitely tried to right their wrongs by giving ice cream and ICEE's, they even gave us extra time plus an upgrade in my party package. Also, the owner accommodated me at checkout. I do appreciate all of that, but I would never book another party here until I see things run a little better. I will come just for a day of fun but not...