Urban Air Trampoline and Adventure Park — Attraction in McLendon-Chisholm

In every confirmation invoice email I received from UA, it said that UA would start setting up for my event 15 minutes before the scheduled start time, which was 3:00, so 15 minutes prior would have been 2:45. When I arrived at 3:00, my table had not even been started on. I waited until 3:08, at which point I had to stop an UA employee and ask for my party host. He went to check to see who my host was and when he came back, he said that the host was busy with another party so he would get someone to start setting it up. He then returned and started setting up the table himself. I expressed my sincere frustration to him because the table was supposed to have already been started on at 2:45 and completed by 3:00. But here I was at 3:15 standing around a non-decorated table with a bunch of teenagers AND THEIR PARENTS, feeling pretty darn embarrassed because not only was the table not set up yet, but also because we didn't even have wristbands yet for my child and his friends to go start jumping. After I expressed just a sliver of my frustration, the young man said that he would have the party extended. When it became close to 5:00, my host mentioned the party coming to an end. I told her the young man said he would extend it, so she said yes, the jumping was extended to 5:30, however, the use of the table would continue to end at 5:00. I knew it was not the hostess' fault for my table not being ready and UA over booking her, so I did not share my anger with her.

So now that you've asked for my feedback and response to your survey, I'm going to be brutally honest. #1. I was frustrated that my table was not even set up when I arrived at the scheduled event time of 3:00. #2. I was more frustrated when I was told that my host was busy with another party. I mean, I was paying over $200 for YOU to set everything up for me so that I could enjoy a "stress-free service". I understand that I did not have a private party host and that she began assisting another party an hour before mine, however, if one party host cannot handle two or more parties at one time, then you should reconsider your way of operation. #3. I was infuriated when my host told me that my kids could jump until 5:30 but the use of the table ended at 5:00 because again, my table was not event set up by 3:00 when it was supposed to have been. It was after 3:15 before it was even completely set up. Therefore, I did not even get the full 2 hours use of the table that I had paid over $200 for! #4. A picture at the photo wall was not given to my birthday kiddo.

I will DEFINITELY NOT recommend Urban Air to friends nor family unless Urban Air finds a way to correct the mistake they made during my child's birthday party that I paid...

I am writing to express my extreme disappointment with the conditions and service at your establishment during my recent visit. My family and I visited your facility on June 3 2024, and unfortunately, our experience was far from satisfactory.

Firstly, upon entering the eating area, I was appalled by how dirty the floors were. The trash cans were overflowing, and the smell was unpleasant. Additionally, the restrooms were in a deplorable state; they were so dirty that it smelled like someone had urinated on the floor. This lack of cleanliness is unacceptable for a family-friendly entertainment venue.

Furthermore, I was taken aback by the demeanor of your staff members. Not a single one of them smiled or seemed friendly; in fact, they all appeared miserable to be at work. This created a negative atmosphere throughout the facility and made our visit very unpleasant.

To make matters worse, my children were looking forward to enjoying the zip line activity included in the all-day pass that we purchased. However, they were informed by staff members named Sam and Ej that they were not allowed to go on the ride anymore because they had supposedly ridden it too many times. Even though To add insult to injury, Sam and Ej even threatened to fight my kids if they didn’t leave the zip line area, which is completely unacceptable behavior from your employees.

When I requested to speak to a manager, a young staff member pretended to not know where the manager was at. She advised me that she was the same level as the manger and that I could just address my concerns with her, it appeared that she did not take my concerns seriously at all. It was clear that the issues raised were not being addressed properly.

Due to these multiple disappointments and unprofessional conduct exhibited by your staff members, my family and I decided to leave Urban Air prematurely. Which was a complete was of money to get the all-day-pass

I urge you to take immediate action to address these issues and ensure that such incidents do not occur in the future. As a customer who expected a fun and safe experience at your facility, I am deeply disappointed by the lack of cleanliness, professionalism, and customer service displayed during our visit.

I hope that you will investigate this matter thoroughly and take appropriate steps to improve the overall quality of service...

So I have a lot of issues like SO MANY HAVE STATED WITH SAFETY. A wavier will only cover a business so much. NO ONE WAS SUPERVISING THE PRO TRAMPOLINE. No one was supervising the obstacle course, no one was supervising the regular tramps, no one was supervising where you jump onto the red air blob. One person was rotating from station to station. But he never stopped anyone from Doing anything listed in the rules. The Pro-Jump area is super dangerous! Kids jumping on tramps, double bouncing kids. No one is able to jump off walls. It clearly states one kid on the tramp at time. The purpose it jump off the wall, rebound back onto the wall. That is impossible to do, and this is a highly dangerous area. Again with NO SUPERVISION. When I brought it up, I was told to tell someone behind the desk. Another words blowing it off, there is not a clear manager, you have no idea who is the manger on staff. Kids running around playing tag. That is not supposed to happen. Clearly in rules. The staff in the wall climbing area is not making sure kids are latched in harnesses. The walk way from the front to back of gym is too narrow and unsafe for those who maybe disabled to walk. The obstacle course has signs saying, no babies but a man let his two toddlers sit there and play in the balls. Kids age appropriate could not enter and exit the course. Also about 5 kids trying to do the same thing at the same time. A wavier will not cover you for staff and organizational negligence. I have been to several different Urban Airs, Tyler, Ardmore, OK, Sherman, and Denton. All have staff ENFORCING the rules. I don’t think we will be back to this park. I only gave it 2 stars because one of the kids had fun. The 5 year old on the tubes.

As for eating, there is no where to sit and eat and drink. So many patrons brought it onto the jump level and ate and spilled stuff. Only one staffer who walked by it after 5 others did, stopped to clean it up. The others even looked at it, and just acted like they...