Urban Air Trampoline and Adventure Park — Attraction in Mesquite

I won’t be going back to this urban air. It was overbooked and understaffed. There was no order in anything the whole place was chaos.

When I entered I went in line because all I needed was the wrist band. I had paid and signed my waiver. I was good to go. I was standing in line when a worker tells me to get out of line to go to the kiosk. The kiosk spits a ticket. And then I have to go back in line. Another 10 minutes go by and there’s only one girl there helping the crowd of people. I get a gentleman to say how can I help and she says no go to this person that I had promised something to that I didn’t help. So I keep waiting. Finally then the girl asks for the same thing the kiosk did. She goes oh you should have come straight to me if you had signed your waiver did you tell her that. Yes I did.

Once inside there are kids running around without supervision just pushing others out of the way. There are rules posted that only one kid to a square. No one is enforcing that. Not employees not parents. My kid is 3. There were teenagers and older kids. Sometimes even parents jumping into his square. One person ran so fast it propelled him to the air and he landed on his knee wrong. He left in tears, carried out because he couldn’t put weight on his leg.

This place is unsafe and should have:

More employees to control the crowd and prevent chaos. Less patrons. To ensure that it’s safe for those that paid to enjoy the park.

Additionally I went to buy a Gatorade. There was 1 person behind the counter and no line. I stood there unacknowledged for at least 8 minutes. She was concentrating on refilling the popcorn. She did the in the slowest manner and without ever turning around or going at a fast pace. When she finally turned around it’s because there was another lady that was speaking loud to try to get her attention because she refused to turn around at a regular volume. All I wanted was two gatorades. I love giving people jobs but in this case I understood why jobs are being replaced by vending machines. When she finally helped me she didn’t say hello or thank you. Literally the only thing she said to me was 6.85 for the two gatorades I bought and that’s it.

My husband and I had nonslip socks but they weren’t urban air brand. I have gone to lots of urban airs before and they just requested non slip not urban air specific. The employee tells him he can’t be in the trampoline area with out specifically having urban air socks. So he’s there to police the socks but when my son got hurt there was no one to tell the kids to stop bouncing in the others squares. There was also a gentleman sitting in the center section where there isn’t a trampoline but is surrounded by trampolines without urban air socks. So either it’s a rule or it’s not a rule. Because it isn’t being addressed uniformly.

Lastly bathrooms are dirty and they don’t want you to wear shoes so you’re going into the bathroom with socks. And then tracking all of these germs into every trampoline and every attraction in the park.

Horrible experience in...

I will NEVER bring my child here again. First of all it was extremely overcrowded. The staff obviously don’t know their job because one person will tell you one thing when it comes to signing in then when you get to the register they tell you something different basically having you going back and forth. There also was no order to the check in it was like 20 people all gathered in front of the doors you didn’t even know where the line started to check in at the computer or the register. Then the so called “monitors” were to busy staring into space or talking with guests or on their phones… my 4 y/o was trying to play in the kids climbing area and I had to actually go in with her because there were teenagers literally just grouped in there talking and blocking the space for the little kids to move about freely, there were bigger kids blocking the slides so the little kids couldn’t go, they were even climbing up the wrong way. Then I took my daughter to the obstacle course she likes playing in the ball pits as many of the other kids did. The kids were literally jumping in on top of people after they went through to the end of the course so since it didn’t seem like anyone cared. I let my daughter stay in the balls a little longer yet the monitor at that point decided to do his job and tell ONLY me and my daughter “You have to get out once you finish the course.” Which I had no problem following the rules but you have all these kids without a parent supervision jumping on people going the wrong way through the obstacle course yet you say something to me?! Then when we got out of the balls I figured I would play that foam put game with my daughter again same monitor not watching anything let the kids keep going back jumping in the pit not sharing the poles to knock your opponent off the ledge and he kept letting kids go again without waiting in line constantly cutting in front of me and my daughter who actually waited. I don’t even want to talk about the trampoline area but I have to. The trampoline area everyone is supposed to stay in their squares ,you have little kids being knocked out the squares because these “teenagers “ are taking up the entire area doing flips not caring who may be near them. I had one boy jump in my daughter’s square and almost knocked her into next week how high she went in the air, she’s barely even 40lbs yet. The only area that we visited where the monitor actually did her job was the trampoline area with the spinning thing that the kids actually go over or under. This place was horrible I wish I could give negative infinity stars because that’s how bad it was any terrible word you can think of yes it would accurately describe this place. We came on March 15th in the evening but even still there should be some type of order...

When we arrived the hostess would not let us go to our party room until we filled out the waivers. With it being a busy Saturday it took 15 minutes just to get to a kiosk to print the waiver. As a result it was 17 minutes past the start time of my party before I was even allowed in the room. Once in the room I was informed the bathrooms didn’t work. This is a huge issue as my party consisted of a pregnant woman and multiple kids under 5. The entire bathroom area had water or urine who knows all over the area even outside the restroom area. At one point one stall was opened for the entire venue. The line was so long my son the birthday boy urinated himself waiting in line. He was humiliated and had to change into clothes he had received as gifts so we could get thru the rest of the party. Every option of soda I chose was out. I was stuck with whatever they had available. I also ordered cotton candy online but was told when I arrived they were also out of cotton candy. The staff was extremely rude to my sister in law when they made a mistake on her pizza order. I made it known I was expecting to have a percentage taken off of my bill for the inconvenience, humiliation and overall terrible service we received. What I was given was 2 mini melts an extra pizza and and an extra hour in the room. It was not enough and it was not acceptable. I paid $457 with tip for this party. Basically $500 for my son to pee on himself and my sister in law to be treated rudely. We didn’t even stay much longer after our party was scheduled to end to even enjoy the extra hour offered because everyone had to use the restroom and there was absolutely none available. I will not advise anyone to have a party, buy a membership or even visit this place ever. Not worth the...