Urban Air Trampoline and Adventure Park — Attraction in Manchester

If I could give 0 stars, I would. The owner/manager is racist and I do not say that lightly.

A small group of friends and I went to check it out. We got the platinum pass which includes unlimited everything for $45 (after taxes and socks). The trampolines were small, but we really enjoyed the ropes course and zip line, as well as the american ninja warrior type attraction. The lazer tag was lack luster, you are better off going to an actual lazer tag place like Lazer Quest. We then ventured over to virtual reality. We waited in line for about 10 minutes. The operator then told us that the sound was broken and he was shutting it down, but we could go to the owner/manager and get a $10 refund (he offered first, we didn’t ask).

We walk over to the manager and say that the operator of the VR told us that we could get a refund, so he begins to process a refund for our first group member. After that, he proceeded to require a receipt for myself and the other group member. We left our personal items in the car, so we ran out to get them and asked if we would need anything else. He said no. We gave him both of our receipts and we went to the back office with them. He came back with an ultimate pass saying that we could use it any time. We told him that because we paid for the platinum (the VR was only included in the platinum) we said that we would rather just have the refund that he issued for our other group member. He then rolled his eyes and began to process mine. He went on about how he “saw us having a good time” so he didn’t know why we wanted a refund. We explained to him again what the operator of the VR told us. He said “well he shouldn’t have said that” and I said “I am not responsible for what your employees tell customers, you are”. After processing my refund, he said that he only had my receipt and we never gave him the 3rd one. We told him that we did and that he took them to him back office before. He continued to argue with us and say that he didn’t have it and that we never gave it to him. We then started looking around. He looked at a receipt (it was hers) but claimed that it wasn’t hers and it was someone else’s. We asked what the name was and asked if it was Elizabeth (she’s black). He said yes that’s the name on it. The fact that he did not ask her what her name was and just assumed that it couldn’t possibly be Elizabeth is a clear microagression. He then said he need her to show ID. We then got very upset and reminded him that we had asked him when we ran out to the car for a receipt if he would need anything else and he said no. He also didn’t ask me or our other group member for ID. He continued to push and say he needed ID to make sure it was actually her ticket. Keep in mind, he never apologized for blaming us for not giving him the ticket when he is the one who misplaced it. Luckily, she had her school ID on her and he accepted that. He then mentioned to us that we would be going on “the list”. I said excuse me? What list? He said his list for problem customers because we wanted a refund. We explained that his was wrong because we were offered a refund since the beginning and at this point, it didn’t matter because we will not be returning. He then proceeded as we walked away to talk badly behind our backs.

All of this to say, I would not return to this establishment. Take your money and spend it on your children at a more inclusive and...

Had my first and last visit today. Biggest rip-off ever. I took my 14 year old, her 13 year old friend and my 2 1/2 year old. We purchased the ultimate pass for $29.99 online, and 5 and under pass for $18.99. When we got there the girl at the counter greeted us by standing up. She did not speak. I said to her that I had purchased tickets online and asked if she needed to see my phone. She said no just give me your number and I can look up. She then put our wristbands on and gave us socks. She did not tell us any rules, where to go, anything. We then wandered around looking for the area for the under 5 group which the website said there was. We eventually had to ask someone and they told us that the trampoline and the climbing hill with the big slide were the only things for the 2 year old. The climbing hill has said that says you need to be 41 inches tall. So staff directed us to something that was not appropriate while being within eyesight of the sign. So we paid $18.99 for her to use a trampoline. Not what the website made it seem like her ticket was for. I went on the tubes with her and there were kids taller then the max height allowed running around. We got pushed off of a platform by three kids after I said excuse let us get out of your way. I had to grab my toddler because they were climbing over her like she was not there. There was zero staff in this area. My 14 year old and her friend did the ropes course and again the staff didn't speak to you unless you spoke to them first. We were given zero direction when using the ropes course. We tried to do the wipeout and the person running it didn't say anything to us while we were waiting. I finally asked if it was open and the guy mumbled something about needing a key. When attempting to do the obstacle course the staff was not doing anything. Kids were swimming in the ball pit underneath while people were climbing above them. People were also using the exit to go through backwards while the staff manning that end just watched. I waited in a line of one for fifteen minutes to try the climbing wall and the two staff sitting there did not even look in my direction. They were not busy. I walked away. None of the staff acknowledged or spoke to you voluntarily or provided any direction for any attractions, they also did not stop any dangerous behavior from occuring. For the ultimate pass my older daughter was too tall for some things. And then the fact that parents have to pay half price to walk around is absurd. The staff seemed like they were one step away from being unconscious and probably should not be working someplace where safety...

We just had a small-close friends only-bday party at Urban Air on Dec 7th. We rented a room which came with an alleged party host. Communication was fine. A few texts about food. I added on pizzas, chicken tenders and Icees. The girl who (barely) helped was quiet and impossible to hear in the noise of all of the games/kids. She never game us a time line for anything. So many attractions were closed, but my son and friends didn’t notice. As the person footing the bill I did. I paid for the Platinum Party Bundle—but when we got there (Manchester, CT) the Lazer gave was shut down along with a few other areas. Pizza was decent (overcooked) and the chicken tenders were burnt (therefore a waste of the $30 or $40) and kids would t eat them. I had to ask ranch and ketchup and what I was given was sparse. I also wish I was told that water was so limited as each child was one given a standard water bottle. I strongly believe water should not be so limited in an environment where kids are so active. Kids were told to line up for icees an hour in—but they were excited and only took a few sips. After our 2 hour party room there was no where to go to place kids food as expensive Icees—so they were thrown away. The kids were upset about this as was I—what a waste of money and slushies. The party host never for the kids together for a picture or even to sing happy birthday. I was directed to check out. This is where I asked for more waters and was told they are $3 each! They then turn the laptop around and ask me how much I want to tip. There was hardly any service—what would I be tipping on? (And I do believe in tipping 100% when an service is provided—but I bad already paid for what little service I got). The minimum was 15%—which is referred to as good. I think that would be aprx $115. Which baffled me. I had little to no service or help from anyone who worked there! We were completely nickel and dimed. Paid for add on rides, more pizza, chicken tenders, icees, etc for total of aprx $700 (we also paid extra for video games for the kids to play that’s not included in thr $700 fee. Urban Air needs to keep their attractions clean and open and to do a better job training their staff. I have NO problem tipping on service. But there was NO service. Very poor communication. And when I wanted to tip my own amount (10%—which was 8% more than was deserved) I was questioned over and over—but not asking what they could have done better, but by giving me hard time and telling me that 15% was for “good service”. (When in fact I received the list minimum service and wanted to tip...