Urban Air Trampoline and Adventure Park — Attraction in Madison

The good thing first: Entertainment/play area was great and we appreciated that the wristbands were good for all day play.

The party room was not so well thought out. The small folding table without enough extra supplies (plates, napkins, cups) or a tablecloth on it, or space to serve food was meh and pretty tacky. The single long table for kids to sit at was fine, but delegating any adults to on the outside perimeter on chairs was also odd. It was not welcoming for family who came. Private party room was certainly not worth the additional fee.

It took 15 minutes in the room for the party helper employee to get everyone their bands and socks as she did not remember to grab certain papers and had to keep going back to the front desk for additional bands. This is a long time for such a short and expensive party.

Party helper employee was not in a good mood the entire party. Did not smile at anyone, including any of the kids; didn’t even acknowledge the Birthday kid.

At the end of the party as my family was already clearing out the room and putting chairs back she instructed me to remove my things off one of the carts because I was only supposed to use one (there were two in there, which is why I was putting gifts and kids shoes on both.). She was throwing water bottles with kids names on them (kids who were still present in the play area) across the room into the trash. I paid for each of those water bottles in that included party price so I did not appreciate that. I collected half of the peel offs from the table and she picked up and threw away the other half. Another thing tossed that I paid for in that included party price. She removed items from the party table chairs (like drawstring bags) and put them on the floor for me to collect. She dragged the extra chairs by their feet and yanked them between other chairs when they got stuck. The employee made no more eye contact and said nothing else to any of us as she shoved things around the room. It was incredibly uncomfortable. My family said something to me as well when we left the room.

The other employee that was being trained was much more amiable. The employees at the front desk were also very kind. The general manager was also lovely.

I imagine your party experience and the cost value here is greatly determined by who your party helper employee is. Ours was Aleycia and because of the experience in the room with her during and after the party I would not recommend to anyone to take the risk on upgrading to a party room. I would recommend a party with the general table that is already included in the cost.

As partygoers check into the party they should be receiving their socks and bands from the front desk so that a large chunk of party time isn’t wasted on this.

I requested my tip back immediately after the behavior of the party helper cleaning up (I tipped out of courtesy just a few minutes prior via the front desk when I paid for the total party cost). I was told that was no problem and that it would be returned to me in a few days (I paid with a card) but it’s been over two weeks and I have never received that. The one star is because of the lie (Otherwise it would be 3 for poor service). Just be honest if you don’t want to return a tip...

The idea is great, but the execution was terrible. Gaining entry was confusing and inefficient. Storing our personal belongings was dodgy. We ordered 2 slices of cheese pizza and fries from the café, waited 12 minutes for our order to be ready, only to be told they were out of what we ordered. We ended up leaving the premises, eating lunch elsewhere, and returning to play. That was one good thing—the ability to exit and return in the same day. Another good thing was no time limit on playing; we were there for 6! hours. The attractions were greatly understaffed, if at all. The staff, which was comprised mostly of kids, was poorly trained, unfriendly, lethargic, and lacking urgency. My son played dodgeball for an hour and during that time I intermittently walked around and observed the staff and how they interacted with the guests. There was one—ONLY ONE—staff member who smiled, asked me and others how we were, interacted with the kids, and seemed to genuinely like working at Urban Air. His name was Conley. Unlike other staff members I overheard and interacted with, Conley never yelled at the kids or abused his authority if kids were misbehaving or using the equipment improperly. Through his upbeat demeanor, Conley was able to correct the behavior while simultaneously maintaining safety and fun. I brought that to the attention of the Store Manager, Brad, to which he thanked me for sharing that feedback and agreed that Conley is an exceptional staff member. He went on to say that he wasn’t trying to make excuses, but most of the other staff members have never been employed before being at Urban Air, so there’s a learning curve for them. In the end, Brad refunded our admission fees and gave us 3 free Platinum passes for our next visits. Perhaps once the holidays are over, the staff can be properly trained on how to greet guests and how to provide an excellent customer experience. Before that day, my son said he wanted to have his birthday party at Urban Air. But after experiencing how inefficient open play was, I can only imagine how unorganized the party would be. Plus, the birthday party takes place during open play, which means of the hour and a half the kids get to play during the party, they’ll spend most of that time waiting in line with all the open-play kids as opposed to having free reign on all the attractions. Hard Pass. The only reason we’ll be going back though, is because of the free vouchers we...

Never Again! Incident (9/1/25) We hit the park I paid for my three kids and this older male not dressed in the employee attire was behind the counter and kept attempting to speak to my children directly. Asking them can he see their socks and wrist and I explained to this man he could speak to me directly the parent and he refused. He was very inappropriate and pushy and I have a non verbal son and two quiet kids who don’t speak to men they don’t know. My daughter pulled me to the side and let me know the man kept staring at her and it made her very uncomfortable. I explained I have her and we continued to the park to enjoy ourselves. Fast forward the (older white male) kept watching us from afar & I began to feel uneasy. My relative then stepped into the park to tell my son happy birthday with his little kids and tried to persuade me to go to the jump park off Todd dr. But we had already paid and the kids were having fun! (Older white male unidentified) walks over to the table and explains they need to pay etc. we explained they are leaving we are just having a quick conversation & he gets pushy and tells my male relative he needs to get upfront now and pay. I then ask the guy what his credentials are and he says he’s the owner & I explain to him that he needs to be more customer friendly and he refuses! I explain how he made me and my kids feel at initial contact uncomfortable and I explain he should talk to me the parent directly not the kids & he says he’s will do whatever he wants and doesn’t have to listen to me.. & we began to loudly disagree as he gets closer to my face yelling. This male is about 6foot plus and I stand at 5’6 alone with three children (the owner gets closer and louder and I scream please back up and he refuses! This was the most racist disrespectful customer experience of my 34 years of life! Not one customer spoke up or employee and the (owner) called the police to remove me after he provoked the entire situation and wouldn’t allow me to grab my other to children! It was the most horrible experience and it ruined my sons 5th birthday!!!! I cried I screamed and the owner followercmje yelling and I continued to ask him to back up as I’m leaving and he followed me to my car like a sick maniac! I WOULDNT RECOMMEND URBAN AIR & I’d NEVER GO THERE AGAin! & they refused to refund me the $80 I spent just to be kicked out...