Urban Air Trampoline and Adventure Park — Attraction in Mansfield

Where do I start? I made a poor decision to have my daughter's birthday party at Urban Air Mansfield. We got there to be informed that I had no table or hostess listed but they'd check on it. I stood there with my things and party goers in tow for 15 minutes. Once seated it started well. Our party host was polite, bubbly and helpful. It' was about 30 minutes in that it got bad. My daughter and her friends we're jumping by the foam pit and they were approached by three girls approximate age was between 12 and 14. They told them to move then started cussing at the smaller girls pushing them and then one of the girls actually punched one of our partygoers in the shoulder. Needless to say my daughter and her friends are between the ages of 10 and 11. I know all of this because there were two of the mothers who witnessed it all and we're already speaking to a manager and another employee when I was called over. The person that was supposed to be the manager never said one word to me. The girl that worked there was actually arguing with the mothers and was very rude. Come to find out the girls that were cussing and hitting we're family to the girl that was yelling at the mothers. This all got bad very quickly. I told the manager I would like for the girls who did it to be removed and he would barely make eye contact with me. I try to calm the other mothers down and we went on with the party. About 15 minutes went by and the mother to the little girl who was hit, was still visibly upset. The manager, never came back to us so I walk up front to talk to him. He could barely look me in the eye and had barely two sentences to say. He said he told those girls to leave and that my "party host" who's 17 was supposed to tell me that. I asked him for his managers name so I could contact him, he came back with a first name email. After writing this gentleman and hear nothing back. I look up front and I see that he is sitting in front of a computer with about six kids standing around them. My party host told me that he should me operation managers phone number because he had just gotten off the phone with Him. So I walk up to get the number instead of email and he's looking at video footage On the computer right up front where everyone can see it. There are 6 other teenage employees standing over his shoulder watching the surveillance videos as well. One of them actually running her hands through his hair. Now remember this is a grown man and these are young teenagers. This was the strangest and weirdest situation I've ever seen. I was irritated, not going to lie, I believe any parent would've been. I asked him to please give me the phone number , He refused. And then I asked him to call the manager on his phone and he proceeded to tell me that was impossible because this is Dennis person never answered. I then told him that was a lie because our party host said he had just been on the phone with him earlier. The employee who smarted off to the other mothers jumps in and says "Hey lady he's trying to watch the video from earlier. " I looked at her and told her to please keep her mouth shut then I looked at him and said do you not find this at all odd? "He finally looks me in the eye and says hey you can't talk to her like that." Then tells me that he is going to call the police and have me escorted out. You have to understand there are other parents here and lots of witnesses, I can promise you I was never Irate, I never cussed, all I wanted to do was get this settled. I left and had to leave my daughters party 20 minutes before it was over all because the manager couldn't step away from his teenage friends to handle a serious assault issue. I'm appalled, I'm embarrassed, and I would never ever recommend anyone going to this place until there has been a complete overhaul of staff. One more thing, after I leave he sends over a teenage employee to ask my older daughter , who had to stay and finish everything, if I was going to pay for the rest of the party? Seriously? This...

I have brought my kids here since they were small and we decided to try their membership last summer since we were going so often. After we got the membership, my kids and I went almost daily. The staff were friendly and attentive and it was clean. The only thing I noticed last year was one of the dodgeball courts was shut down over half the summer because one of the trampolines broke. We continued to go during the school year but not near as much, so when it was summertime again, my kids were super excited to be able to go back frequently. However, even they have noticed the lack of cleanliness and staff rudeness this summer. And I tend to overlook a lot because I understand work for a teen is really just another place to hang out with friends or they’re there purely to make their money and go home, and that’s okay as long as they are at least pleasant when checking us in. But the last two months of checking in at this location have been about unbearable. When they’re not ridiculously short staffed, the teens working (I have not seen an adult in this establishment since LAST summer) are walking around, conversing amongst themselves, making eye contact with the people waiting to be checked in, but refusing to call anyone or come over to help, and we’ve stood there waiting to be checked in for over twenty minutes without even being acknowledged before. We are never greeted with a smile or a hello and I walked in one time and there was one girl doing her best to keep up with everything while her coworkers sat and chatted and I couldn’t even be upset when she turned around and snapped, “Can you help me with this sh**!?” No one is ever monitoring the jump areas and the kids jumping are doing whatever they want. I’ve had to step into a bullying situation twice this summer for kids who aren’t mine because no workers were present and parents are just dropping their kids off. The floors are frequently sticky, the line for the cafe is always horridly long, and half the time, attractions like rock climbing and the obstacle course are shut down. The other day the rock climbing area had a sign that read, “Do not open this area again.” It is extremely disappointing to watch a place you were once fond of, fall apart. We won’t be keeping our membership for...

I have been coming to this urban air for years, we’ve thrown several birthday parties here in the past 6 years or so for my kids however I have never had an experience before that made me feel like I absolutely had to run and write a review until today!! Today was my son’s birthday party here at urban air and from the very beginning of me showing up our party Host Colton was extremely attentive and kind, even though I showed up way earlier than the time my party started Colton did not hesitate at all to jump in and help me redecorate with my own supplies and switching things around to get them exactly how I wanted them when he saw me at our table. Colton never made my party feel like a burden no matter how hectic it got he handled it like a complete professional.Colton never gave the impression that he was ever overwhelmed with the chaos and he seemed to handle the party with grace at every request we made. During our party I never had to chase him down or look for him when we needed anything and this was honestly the best feeling! I have attended many birthday parties here at this location specifically and I honestly felt there was something special about the amount of effort that Colton put into our party, it wasn’t until halfway through our party that I even realized he was actually hosting for other parties on-top of ours and yet we never felt like he was stretching his attention. I made sure to chase the general manager down to let him know how amazing our experience was but it just didn’t feel like enough so I’m coming here to let others know. If you are considering booking a party here you should definitely do it! This location has changed so much recently and along with the changes I feel the overall customer service has improved tremendously, everyone I encountered was very nice and helpful! If you have the ability to request a party host I would definitely recommend Colton because he puts your birthday kid first and takes the stress right off of your shoulders so that you can just be in the moment with...